Customer support
Accounts, payments, agents, disputes, verification. Fastest through the app's Help section, where your account context comes with the message.
Every day, 8:00–20:00 AST
Contact
Six inboxes.Each one read bythe team that owns it.
No routing form, no ticket triage. Pick the address that matches what you need and you will reach people who can act on it directly.
01
Where to write
If two of these could apply, pick either — we move things internally rather than asking you to resend.
Business and merchants
Taking payments, multiple stores, payouts, volume pricing and merchant onboarding.
Business days, within one day
Agents
Becoming an agent, float, commissions and counter operations.
Business days, within one day
Partnerships
Distribution, commercial partnerships, brand ambassadors and anything that does not fit elsewhere.
Within two business days
Press
Interviews, statements, brand assets and fact checks.
Same business day where possible
Security and legal
Vulnerability reports and suspected fraud. Legal service and authority requests go to legal@paydoly.com.
Security monitored 24 hours
02
Office and hours
Visits are by appointment — the office is not a service counter.
- Office
- Santo Domingo, Dominican Republic. Exact address supplied when an appointment is confirmed.
- Support hours
- Every day, 8:00–20:00 Atlantic Standard Time, in Spanish and English.
- Out of hours
- Lost devices and suspected fraud are monitored around the clock at security@paydoly.com.
- Cash services
- Paydoly does not handle cash at its office. Cash in and cash out happen at agent counters.
03
What to include
For anything about a specific payment, send the transaction reference, the amount, the date, and what you expected to happen instead. That single message is usually enough for us to reach an answer without a second round of questions.
Never send us your PIN, your password, or a photograph of your PIN entry. No member of Paydoly staff will ever ask you for them, on any channel, for any reason. If someone claiming to be from Paydoly does, that is the thing to report.
If you are reporting something time-critical — a lost device, a payment you believe is fraudulent — say so in the subject line. We act on those before reading the rest of the queue.