Learn who to contact — either your partner app or Gnosis Pay directly — for support, and what key information to include in your request to speed up resolution.
If you're experiencing an issue or need help with your Gnosis Pay account, this guide helps you determine who to contact first and how to share all necessary details so we can assist you quickly and effectively.
Who to Contact First: A Quick Guide
🛠 Partner App Support (where applicable)
If you signed up via Zeal, Picnic, or another partner app, please reach out to their support team first:
Zeal: Join their Discord for help
Picnic: Use their in-app chat or email hi@usepicnic.com
Greenhood: Fill out their contact form or Join their Telegram
They handle most user-facing questions directly and can often resolve issues immediately.
🤝 When to Contact Gnosis Pay Support
Reach out to us directly if:
Your partner suggests contacting Gnosis Pay
You signed up directly via the Gnosis Pay web app
You have a technical or compliance issue beyond your partner’s control
Support channels:
Chat: Use the widget in the bottom-right of app.gnosispay.com
Email: help@gnosispay.com
Discord: Join our official Gnosis Pay support server
🧰 How to Get a Faster Resolution
Include this information in your first message to us or your partner:
Your full name and the email address tied to your account
A clear description of the issue
Merchant, purchase date, and amount (if it’s a transaction issue)
Last 4 digits of your card (if card-related)
Screenshots or screen recordings — very helpful!
The more specific you are, the faster we can assist.
⏳ What to Expect
We generally respond within 72 business hours (excluding weekends)
Replies may take longer during peak periods
If your case requires escalation, we’ll keep you updated on progress
Need Help Formulating Your Request?
If you’d like assistance in structuring your message to support, I can help you draft it. Just let me know what information you have.
Who to Contact First: A Simple Guide
To get the fastest help, it's important to start in the right place.
1. Start with Your Partner App (for most issues)
If you signed up for Gnosis Pay through a partner application like Zeal or Picnic, you should always contact their support team first. They manage your primary user interface and can help with most questions related to your card.
- Zeal: Join their Discord
-
Picnic:
- Chat: Use the speech bubble on usepicnic.com
-
Email:
hi@usepicnic.com
- Greenhood: Fill out their contact form or Join their Telegram
2. When to Contact Gnosis Pay Directly
You can contact the Gnosis Pay support team if your partner's support team directed you to us, or if you signed up directly via our webapp.
- Chat: Use the speech bubble in the bottom-right corner of app.gnosispay.com
-
Email:
help@gnosispay.com - Discord: Join our Discord
How to Get a Faster Resolution
To help us solve your issue as quickly as possible, please include the following information in your very first message:
- ✅ Your full name and the email address linked to your account.
- ✅ A detailed description of the issue you are facing.
- ✅ If the issue is transactional: The merchant name, purchase date, and value.
- ✅ If the issue is about card activation: The last 4 digits of your card number.
- ✅ Screenshots or screen recordings of the issue are always very helpful.
The more context you provide upfront, the quicker we can assist you.
Our Response Times
Our team aims to provide a first response within 72 hours, excluding weekends. Please note that response times may vary during periods of high volume.