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Escalation Process for Urgent Issues

Overview
If you have an urgent issue with BK Pay, such as a missing payment, a system error, or a suspected security breach, follow this escalation process to ensure it is resolved as quickly as possible.

Step 1 – First Contact Support

  • Call (+27) 870 580 525 or WhatsApp (+27) 82 968 9153 immediately.

  • Provide your merchant ID, invoice number, and a short description of the issue.

  • This ensures the support team can begin troubleshooting right away.

Step 2 – Provide Proof and Details

  • Email support@blockkoin.io with any screenshots, bank statements, or error messages.

  • The more details you provide, the faster the issue can be resolved.

Step 3 – Escalate to Account Manager (If Applicable)

  • If you have an assigned Account Manager, contact them directly for immediate escalation.

  • They will coordinate directly with compliance, finance, or development if needed.

Step 4 – Priority Handling

  • Urgent cases are flagged and moved to the front of the support queue.

  • You will receive updates at each stage until the case is resolved.

Step 5 – Resolution & Confirmation

  • Once resolved, support will provide confirmation in writing via email or WhatsApp.

  • Any necessary adjustments to invoices, payouts, or account settings will be made.

Important:
Always use the subject line "URGENT – BK Pay [Brief Description]" in your email so it is flagged immediately.