When you subscribe to EasyPay, we will provide you with an email contact address to reach the helpdesk.
Our helpdesk is email only, weekdays in business hours from 9am to 1pm and 2pm to 5pm CET. It is closed at weekends and on bank holidays in Gibraltar. We usually respond within a few hours to all support requests.
Please note: we are unable to offer dedicated telephone support for EasyPay on an ad hoc basis outside of a support agreement.
Send the details of the problem to easypay@easypay.gi, ideally with a screenshot and your contact details.
Your request is logged and queued for a support technician.
A support technician will be in contact in due course to work through the issue. If the issue is a quick issue (less than 5 minutes) this will usually be free assistance.
Where the issue needs hands-on help, remote, telephone or onsite assistance can be booked by prior arrangement.
EasyPay customers have the option to book onsite or remote support.
By prior arrangement only, our technician will direct you to download and run our certified QuickSupport tool a few minutes before the call. The technician will then connect to your PC and assist.
£30 per hour, billed in 30 minute intervals.
We can offer onsite support for installations, migrations or issues that are easier to resolve in person.
£75 per hour.
For customers who need priority support, we offer the EasyPay Enhanced Subscription Service — an optional support agreement covering the software.
From £100 per month.
A detailed description of the different levels of additional support we offer is set out in the Service Description Document.
EasyPay features an online reference manual, accessible from within the software via the drop-down menu at the top or by pressing F1. Most common support issues are documented in it, and it is indexed and searchable.
We have tutorial videos on our YouTube channel covering getting started and common tasks.
We have a number of guides for common support issues on the downloads page of our website.
Weekdays in business hours, 9am to 1pm and 2pm to 5pm CET. The helpdesk is closed at weekends and on bank holidays in Gibraltar.
The helpdesk is email only. We are unable to offer dedicated telephone support on an ad hoc basis outside of a support agreement, but telephone or remote assistance can be booked in advance.
For customers with an active subscription but without a support agreement, we offer support on a best endeavours basis. We will also try to answer infrequent small requests requiring less than 5 minutes for free. We reserve the right to charge for support.
By prior arrangement, our technician will direct you to download and run our certified QuickSupport tool a few minutes before the call, so we can connect to your PC and assist. Remote support is billed in 30 minute intervals at £30 per hour.
Go to the Help menu within EasyPay and choose Check For Updates. EasyPay will download and perform all available upgrades automatically. Manual update files are available on the downloads page if your network prevents automatic updates.