Please note that our working hours during the week start Sunday through Thursday from 9 AM - 5 PM Cairo Local Time.
Emailing policy
- Our main communication channel is through the on-boarding email thread.
- It is required to reply all to the main thread, keeping all stakeholders CC’d.
- It is used for sending Inquiries, Configurations, meeting arrangements, or testing cycles.
Microsoft Teams Booking Policy
- The integration team is available on Microsoft Teams for any inquiries or questions; however, for dedicated testing sessions and device access, prior booking is required. If a session is not booked, the team will not be available.
- To arrange a meeting, please send an email on the main thread addressing the integration team with your proposed time slot(s).
- Alternatively, merchants can book their free testing and device sessions directly using our booking link: tpayintegration.setmore.com.
- The integration team is obligated to end the meeting at the scheduled time to ensure we can fairly support all partners.
- The meeting is considered canceled if the partner does not show up within 15 minutes of the scheduled meeting time slot.
Below is our testing policy:
- The test request must be filled correctly to start testing.
- All mentioned issues should be solved before moving to the second round.
- Below is our test policy. When the number of test cycles exceeds 5, our reply time will increase by 2 days.
| Test case | Action |
|---|---|
| 2 Testing cycles | Reply within 48 hours |
| 3 & 4 Testing cycles | Reply within 72 hours |
| 5 Testing cycles | Reply within more than 72 hours |
Post go-live support
- tpay support team is responsible for any inquiry or issue.
- You can send them directly to support@tpaymobile.com.
- We will reply to your inquiry within 4 hours.