Obtaining help on the Merchant Back Office

Do you have a question related to fraud, your payments or a technical issue and you want to contact support via Merchant Back Office?

1. Once you are signed in to your Merchant Back Office, click on the question mark icon in the top right corner

   The following window appears:

   

2. If you do not require urgent help, you can view the information in the Documentation tab.
   You will find:

   • A video presentation of the Merchant Back Office.
   • A link to the Status page that displays the service statuses in real time.
   • A link to the online document archive regarding your solution.
3. If you need to contact support, display the Contact support tab and use the available communication methods.
   
   • Phone assistance: call the phone number on the indicated days and time slots and follow the instructions.
   • Technical question: send your e-mail to support-ecommerce@lyra-collect.com.
   • Questions related to your payments and to fraud: send your e-mail to operation@lyra-collect.com.

Please remember to mention your customer code (e.g. CLXXX532) in all your e-mails or calls. It will help us identify you more easily.