---
agentTools:
  projectIndex: https://docs.developer.plastiq.com/llms.txt
---

# Payment Issue Resolution Paths

General questions about Plastiq Connect, payment statuses, or data inquiries can be forwarded to our support team at <partnersupport@plastiq.com>. Our team will respond within four hours and provide assistance.

**Escalating Connect Portal Issues**
In the event of degraded performance or failed payments due to transaction errors, [contact Plastiq](mailto:partnersupport@plastiq.com) and our support team will work to deliver a resolution within two business days. You can expect an initial response to any support request within four hours.

If a Connect feature is completely impaired and no longer functioning, please [contact our team](mailto:partnersupport@plastiq.com) so we can investigate the issue and work to deliver a resolution within one business day.

**API Outage**
Plastiq monitors for the occurrence of severe incidents (i.e. API outages) that might impact the success of customer payments on a large scale. In this scenario, Plastiq's on-call engineering team *will identify the issue and reach out to your team directly* and work to resolve the outage within 4 hours.

**Payment Disputes**
If a payer opens a dispute with their card issuer, our team will contact your organization directly for more information about the disputed transaction. Plastiq will work with your organization to promptly resolve the dispute.