> For the complete documentation index, see [llms.txt](https://docs.lyzi.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.lyzi.io/en/faq/support/comment-contacter-le-support-lyzi.md).

# How do I contact Lyzi support?

### How to contact us

| Who                       | Channel                                                                                  |
| ------------------------- | ---------------------------------------------------------------------------------------- |
| **You, the merchant**     | By email: [**support@lyzi.fr**](mailto:support@lyzi.fr)                                  |
| **Your customer (payer)** | With **payer assistance**: the **blue button at the bottom right** of their payment page |

### When to contact us

* **Payment not confirmed after 10 minutes**, with no message on the customer's page.
* **Insufficient amount** and payment page **closed** by the customer.
* **ERROR status** on a transaction.
* **App, cash register or terminal** (including Nepting) that no longer works after the basic checks.
* **Refund request** for a payment.

### When to direct your customer to payer assistance

* They **used the wrong crypto or network** when sending their funds.
* Their payment is **blocked by the security check**.
* They have a question about **their** payment that you can't resolve at the checkout.

### Information to provide

For fast handling, include:

1. The transaction **short code**.
2. The **amount** and **time** of the payment.
3. The **point of sale** and **cash register**.
4. The **crypto** and **network** used by the customer.
5. The **message displayed** on the customer's payment page, if there is one.

### What Lyzi does next

| Situation                             | Response time                                                                              |
| ------------------------------------- | ------------------------------------------------------------------------------------------ |
| Payment blocked by the security check | Lyzi gets back to you as soon as possible. The next morning if the block happens at night. |

### Questions covered

* "How do I contact Lyzi?"
* "Lyzi customer service email"
* "Support address"
* "My customer wants to talk to Lyzi"
* "What is the blue button at the bottom right?"
* "When should I contact support?"
* "What information should I give support?"


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