Getting help with Payments AI
Payments AI is your Merchant of Record — we carry the tax, fraud and compliance liability on your sales. To do that, we work with Whop, our verification and payouts partner, who operates the account checks and money movement behind your Payments AI account. A few types of request are handled directly by their team, and this page shows you which.
The short version
Questions about verification, payouts, tax documents and disputes are handled by Whop Support, who hold the underlying records.
Everything about the Payments AI product — logins, errors, checkout, the API, the dashboard, your pricing — comes to Payments AI Support.
Whop Support — verification, payouts & disputes
Whop operates the verification checks, payout rails and dispute handling behind your account, and holds the underlying records. Going to them directly avoids a hand-off and gets you a faster answer.
- Identity verification (KYC) — status, outcome, re-submitting documents
- Business verification (KYB), company details, ownership documents
- Account approval decisions and review holds
- Payouts — schedule, a payout that hasn't arrived, bank details, currency
- Tax documents — VAT/GST invoices, tax forms, remittance questions
- Refunds and chargebacks — evidence requests and dispute outcomes
- Whether a specific product or country is supported for your account
Payments AI Support — product & technical
We build and run the platform, the integration and the developer tools, and we own your commercial relationship with Payments AI. If something is broken, erroring or behaving unexpectedly, come to us.
- Login and access — sign-in links not arriving, sign-in loops, 2FA
- Errors in the dashboard, or an action that fails without explanation
- Checkout not loading, rendering incorrectly, or not redirecting
- API errors, webhooks not firing, MCP or SDK setup
- Integration and go-live help, sandbox and test mode
- Any amount that looks wrong — your balance, a reserve, a fee, or a payout that doesn't match your dashboard. Start here even if the answer turns out to sit with Whop; we'll trace it for you.
- Data that looks wrong — missing transactions, reporting that doesn't add up
- Your Payments AI pricing, fees and plan
- Team members, roles and dashboard permissions
- Closing your account, or changing how you're set up
- Bugs, feature requests and product feedback
Quick lookup
The cases people get wrong most often.
| Your situation | Where it goes |
|---|---|
| "My verification is taking longer than expected" | Whop |
| "I can't upload my documents — the page throws an error" | Payments AI |
| "My payout hasn't arrived at all" | Whop |
| "I need to update my bank details" | Whop |
| "My payout arrived, but the amount isn't what I expected" | Payments AI |
| "My balance or reserve doesn't look right" | Payments AI |
| "A customer is asking for a refund" | Whop |
| "The refund button in the dashboard fails" | Payments AI |
| "A customer has disputed a payment" | Whop |
| "I need a VAT invoice for a sale" | Whop |
| "Can I sell this product, or sell into this country?" | Whop |
| "My sign-in link doesn't work" | Payments AI |
| "Checkout shows a blank page for my customers" | Payments AI |
| "My webhook stopped firing" | Payments AI |
| "I have a question about my Payments AI fees or plan" | Payments AI |
| "I want to close my account" | Payments AI |
Not sure? Ask us.
If a question sits on the line — or touches both, like a payout that's late and a dashboard showing an unexpected number — write to merchants@payments.ai. We'll look into our side and coordinate with Whop on the rest, so you only have to explain it once. It also helps to keep one issue in one conversation rather than opening it with both teams in parallel.
What to include
Whichever team you write to, including these four things usually saves a round-trip:
- Your account or organization name (and merchant ID if you have it)
- What you expected to happen, and what happened instead
- Date, time and time zone — plus the transaction or payout ID if there is one
- A screenshot or screen recording, and any error message in full
Never send full card numbers, CVV codes, or passwords in a support message. No one from Payments AI or Whop will ask you for them.
Last updated 11 August 2026.