For all Payment Manager queries, contact BrightBooks support first. We handle the majority of issues and escalate to Unipaas where required. This applies equally to card payments and bank transfers.
How to reach us
| Query type | Contact |
| Day‑to‑day usage and technical questions | brightbookssupport@brightsg.com |
| Payment or compliance escalations | Raised by our team to Unipaas — you do not need to contact them directly |
BrightBooks support handles:
- Account setup and onboarding guidance
- Navigation and general product questions
- Payout and settlement queries (card and bank transfer)
- Chargeback guidance and evidence submission (card payments)
- Reporting and reconciliation
- Escalation to Unipaas for compliance or technical cases
Unipaas support availability (Ireland)
Unipaas support is region‑agnostic; Ireland‑based vendors receive the same availability:
| Day | Hours (BST) |
| Monday – Friday | 09:00 – 16:00 |
| Saturday – Sunday | Critical issues only |
Unipaas account managers are available Sunday – Thursday, 09:00 – 16:00 BST.
What is a critical issue?
Critical – can be escalated outside standard hours:
- The checkout or payment page will not load for your clients
- The payment flow (card or bank transfer) is not working as expected
- A payout that was due has not been released
Not critical:
- Payment declines due to insufficient funds, expired cards, or client bank issues
- Missing reporting filters
- Feature requests or suggestions
How does escalation work?
- You contact BrightBooks support with your query.
- We attempt to resolve using portal access and available tools.
- If Unipaas involvement is needed, we compile details and raise the case on your behalf.
- Unipaas investigates and updates us.
- We keep you informed and confirm the outcome once resolved.
You remain our responsibility throughout — you will not be passed between teams without continuity.
What to have ready
To help us resolve your issue faster, please have:
- Vendor ID — visible in the Payments Manager portal
- Payment ID — for transaction‑specific queries
- Payment date and amount
- Client email address — if the query relates to a specific payment
- Screenshots or screen recordings — of any errors
- A clear description — of the issue, including whether it relates to card or bank transfer
How do I close my Payments Manager account?
To close your account, send a closure request by email. We will handle the rest.
Important: If you close your account before completing registration and approval but have any in‑flight transactions (for example, attempted card payments or bank transfers), we will work with Unipaas to ensure they are either completed correctly or refunded to your clients as appropriate.
Account closure requests: paymentsmanager@unipaas.com