Included free with every AcceptCard introduction
24/7 UK dedicated support
Every AcceptCard merchant gets a named UK account manager from go-live onwards. Phone, email, WhatsApp Business, and a Director-level escalation path. When your terminal goes down on a Saturday night you call us, not a generic acquirer helpline. Included free for the life of the account; acquirer pays our commission on the completed introduction.
Four channels, one named contact
Direct UK phone line
24/7 line answered by your named account manager during UK business hours (Mon-Fri 08:00-19:00), out-of-hours desk for emergencies (terminal down, payment outage, chargeback notification). Average response under 5 minutes during business hours, under 60 minutes out of hours.
Direct mailbox to your named account manager. Non-emergency response within 4 business hours. Useful for dispute drafting, rate-review requests, contract questions, switching considerations.
WhatsApp Business
Direct WhatsApp message to the account manager for quick questions. Read receipts on. Useful for short asks ("can you confirm Friday's settlement landed", "what was my chargeback rate last month").
Escalation path
If your account manager is unavailable, your enquiry escalates to the senior support team automatically. Director-level escalation (Oliver Mackman) available for unresolved acquirer disputes after 5 business days.
Response SLAs by event
| Event | Target response | What we do |
|---|---|---|
| Terminal down during trading hours | Under 60 minutes | We call the acquirer support line on your behalf, run through the troubleshoot, and if hardware replacement is needed we organise next-business-day delivery or contactless-backup deployment. |
| Chargeback notification received | Same business day | We draft the merchant response, list the evidence needed, and submit through your acquirer dashboard within 24 hours of you forwarding the chargeback alert to us. |
| Settlement missed or delayed | Within 2 hours | We check the acquirer settlement log, identify whether it is a holiday, a fraud-review hold or a banking issue, and confirm the new ETA. If it is a hold we escalate same-day. |
| Rate-review request | Within 5 business days | We pull your trailing 12-month volume, run the panel of 80+ UK acquirers, and present a rate-comparison report. Renegotiation with your current acquirer or switch recommendation as appropriate. |
| Contract or exit-fee question | Within 1 business day | We read your acquirer terms, confirm exit-fee triggers and notice periods, and outline your options. No legal advice; we cross-reference the original contract you signed. |
| High-risk vertical reclassification | Within 3 business days | If your acquirer flags your vertical as high-risk and freezes the account we work the specialist-acquirer panel for an emergency placement and run the cutover so your trade does not stop. |
No queues, no triage
Direct line to a named UK account manager. Not a ticket queue.
AcceptCard support is structurally different from the acquirer\'s call centre. We are deliberately small enough that every merchant has one named contact who knows your trade, your acquirer setup and your trading history. Acquirers have to triage every call against millions of merchants; we triage against the relationship we have with you.
Get matched and start supportFAQs
Is the 24/7 support actually 24/7?
Yes for emergencies. Business hours are Mon-Fri 08:00-19:00 UK, when your named account manager is directly available. Out of hours (evenings, weekends, bank holidays) an emergency desk covers terminal-down, payment-outage and chargeback-notification events. Non-emergency requests (rate reviews, contract questions) wait until the next business day.
Do I talk to the same account manager every time?
Yes. We assign one named account manager per merchant relationship. If they are unavailable (annual leave, sick), the senior support team covers, but you have one primary contact who knows your account, your trade, your acquirer setup and your history.
What does AcceptCard support actually fix vs what the acquirer fixes?
AcceptCard handles the relationship: chargeback drafting, rate reviews, contract questions, escalation when the acquirer drags its feet, switching coordination, multi-acquirer reconciliation. The acquirer handles the underlying transaction: card authorisation, settlement processing, technical hardware issues, regulatory KYC. We work alongside the acquirer, never against them, and we never get between you and the acquirer's direct merchant agreement.
How much does this support cost?
Nothing on top of the acquirer fees. Acquirers, brokers and partners pay our commission on completed introductions; the ongoing account-team service is included free for the life of the merchant agreement. We disclose our commission relationship on every introduction.
What if I want to leave AcceptCard but keep my acquirer?
Possible. The merchant agreement is between you and the acquirer; AcceptCard's relationship sits on top. You can drop the account-team service at any time and continue with the acquirer directly. We do not lock you in; the value is in continuing to use us.
Reviewed by Oliver Mackman. Last reviewed: 2026-05-11.