> ## Documentation Index
> Fetch the complete documentation index at: https://razorpay-60c89f9a-mintlify-audit-missing-sections-1778528421.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> If you are a registered Razorpay user and need help, connect with [Razorpay Support team](https://razorpay.com/support/). Refer to [Razorpay Docs](https://razorpay.com/docs) for details about each of Razorpay products, integrations, like [Payment Gateway](https://razorpay.com/docs/payments/payment-gateway) and [API Reference Guide](https://razorpay.com/docs/api/).

<Info>
  **You are a registered Razorpay User**

  If you have a Razorpay User ID (Merchant ID/MID), and you:

  * Run a business or are a freelancer.
  * Use Razorpay products to receive payments from your end-users and/or make payouts for business purposes.

  Not registered yet? [Sign up with Razorpay](https://easy.razorpay.com/)
</Info>

## Contact Razorpay Support

### To contact the Razorpay Support team:

1. Log in to the Dashboard.

2. Click **Help** for **Quick actions** or to **Get in touch**.

3. You have the following options in the **Get in touch** section:
   * [Create support ticket](#create-support-ticket): Check existing queries or raise a new support ticket
   * [Contact Us](#contact-us): Start a live chat with us or request a callback for quicker resolution (selected users only)

You can also scroll further down and click **Documentation** to know about the various Razorpay offerings, integrations and APIs.

## Create Support Ticket

You can check existing queries or raise a new support ticket through the Dashboard. Watch this video to know how to raise a ticket.

### To raise a new ticket:

1. Log in to the Dashboard.
2. Navigate to **Account & Settings** → **Support tickets** (under Business settings).
3. Click **Support tickets**.
4. Click **+ Raise New Query** and select the relevant topic and sub-topic.
5. Enter the details of your query and **Upload file** if necessary. Click **Create support ticket**.
6. **Confirm** your phone number. The support ticket is created and details are sent to your registered email id. Click **Done**.

### Track Status of Existing Tickets

Know how to [track your support tickets](/payments/dashboard/account-settings/support-tickets) on the Dashboard.

<Info>
  **Handy Tips**

  For a faster support experience, reply to the relevant existing ticket instead of creating a new ticket.
</Info>

## Contact Us

This feature is available for selected users only. If it is visible for your account, you can chat with a member of the Support Team between 10 a.m. and 10 p.m. on all working days for instant communication.

### To start a live chat with us:

1. Log in to the Dashboard.
2. Click **Help**, in the **Get in touch** section, click **Contact Us**.
3. Select the relevant topics and sub-topics.
4. On the pop-up, click **Start Chat** for a live chat or **Request for callback**.

for any issues and more information.

<Info>
  **Customer Looking for Refunds**

  If you are a customer who has used one of the Razorpay products to make payments and looking for a refund, read about [Customer Refunds](/payments/customers/customer-refunds).
</Info>

## Escalate a Support Ticket

Escalating a ticket moves your ticket to a priority resolution queue. A representative will then contact you by phone within the next two hours to address your issue.

The **Escalate Now** button appears on your support ticket within the Dashboard when we do not meet our committed Turnaround Time (TAT) or Service Level Agreement (SLA) for ticket resolution.

To escalate a support ticket:

1. Locate the **Escalate Now** button on the Dashboard.

   * You can find this button in the help chat as shown below:

   * This button will also show up on the **Account & Settings > Support Tickets** page:

2. Click **Escalate Now**. The ticket is now escalated and is moved to a priority resolution queue.