How to get support
Last updated: September 18, 2026
IF YOU ONLY READ ONE THING
If you signed up through a partner app, contact them first - they support you day to day. If you signed up directly with Gnosis Pay, email us.
WHO SUPPORTS YOU
Through a partner app?
They handle your support and can escalate to us when they need to. Use the support channel inside their app - it's the only route where they can see your account. Every partner is listed on our Partner Marketplace.
Signed up directly with Gnosis Pay, or your app is no longer available?
Contact us.
HOW TO REACH US
The help widget on the webapp and help centre is quickest.
You can search for an answer, or submit a form for the kind of problem you have. Once you've submitted a form you can reply in the widget or by email, whichever you prefer.
By email
Our Discord
This is a community space for general questions. It isn't a formal support channel - please don't post account details, transaction information or personal data there.
We answer in the order messages arrive, and we'll always come back to you.
WHAT WE CAN HELP WITH
Card, payment and refund issues
Cashback issues
Questions about the changes to Gnosis Pay
On-chain deposits and withdrawals
WHAT WE CAN'T HELP WITH
New signups and new IBANs - these have closed. You can still order a replacement card until 20 December 2026.
Day-to-day questions about the app you use
Accessing, recovering or moving funds in your Safe on your behalf. Your Safe is self-custodial - we've never held your keys, so there's nothing for us to unlock.
HOW LONG SUPPORT CONTINUES
PERIOD | HOW LONG | WHAT WE HELP WITH |
Now | Until 20 December 2026 | Everything above |
After your card stops | To 24 May 2028 | Disputes and chargebacks, fee queries, and refunding any balance still in your account |
Getting your own money out isn't limited by this.
There's no deadline on that at all.
WHAT TO INCLUDE IN YOUR FIRST MESSAGE
Your full name and the email address on your account
A clear description of what's happened
For a transaction: the merchant, date and amount
For a card issue: the last four digits
Screenshots or a screen recording, if you have them
MAKING A COMPLAINT
Complaints follow a separate process with its own timescales.