Contact

Support & contact

Whether you're integrating for the first time or running in production, the Mercury team is here to help. Reach us through the channel that fits your needs.

Contact channels

API support

Technical questions, integration guidance, sandbox issues, authentication help, and API behaviour queries.

[email protected] →

Partnerships

Interested in becoming a Mercury BaaS distributor? Register your interest and the team will be in touch about commercial discussions and programme setup.

Request API access →Or email [email protected]

General support

Account queries, production issues, compliance questions, and anything that doesn't fit the categories above.

[email protected] →

Helping us help you

Include these details in your support request and we'll resolve things faster:

For API / Integration Issues

›Your API Key (never send your Secret Key)

›Environment, sandbox or production

›Endpoint and HTTP method (e.g. POST /api/v1/client)

›Full request and response payloads (redact sensitive fields)

›Timestamp of the failing request

›Any error codes or messages returned

For Payment / Account Issues

›Client reference or account IBAN

›Payment reference or transaction ID

›Currency and payment rail (FPS / SEPA CT)

›Amount and expected vs actual behaviour

›Webhook event received (if applicable)

Response times

Priority	Description	Target Response
Critical	Production payments blocked, API fully unavailable	Within hours
High	Specific endpoints failing, webhook delivery issues, payment delays	Same business day
Normal	Integration questions, sandbox issues, documentation queries	1 business day
Low	Feature requests, general feedback, non-urgent queries	2-3 business days