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Troubleshooting and FAQs

In this guide

How to get in touch
What to include
Security and privacy questions
Billing questions
Reporting a security concern

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Troubleshooting and FAQs 6 / 6

Contact support

How to reach the Piing team, what to include so we can help quickly, and where to look first for security, privacy, and billing questions.

If the docs have not answered your question, we are happy to help. This article explains how to reach us and what to include so we can resolve things on the first reply.

How to get in touch

Use the contact page to send us your question. It reaches the Piing team directly.

Before you write, it is worth a quick look at the relevant troubleshooting article, since many issues have a fix you can apply straight away:

What to include

The more context you give, the faster we can help. Where it applies, please include:

Your store domain.
Which product or area the issue is in, for example tap-in, wallet passes, Piing: Intelligence, or integrations.
What you expected to happen, and what happened instead.
The time it happened, and the store or location if it is in store.
Any message or status shown on screen.
What you have already tried.

Tip

A screenshot of the screen and any error message is often the single most useful thing you can send.

Security and privacy questions

For questions about where data lives, what Piing stores, or GDPR, the Security and privacy category covers most of it, and the security page and Data Processing Addendum have the formal detail. If you need a countersigned DPA, a sub-processor list, or written confirmation of a deletion, mention that when you write.

Billing questions

For questions about your plan, units, or invoices, include your store domain and the billing period in question.

Reporting a security concern

If you believe you have found a security issue, please tell us through the contact page and avoid sharing the detail more widely until we have had a chance to look into it.

We aim to be clear and quick. Contact us whenever you need a hand.

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