.jpg)
Who's on the other end
A real person, not a queue.
Every layer of MassPay support - your dedicated rep, the VIP channel, and 24/7 payee support - is answered by someone who already knows your account. No hand-offs, no bot loops, no starting over.
The stakes
A slow reply is a lost partner.
Payouts aren't a "set it and forget it" category. You're paying the same people, in the same countries, on the same schedule, month after month. Currencies shift, rails change, regulations get updated, and payees have questions. If your payout partner disappears after go-live, every one of those moments becomes your problem to solve alone.
Built in, not bolted on
Three layers of support, not an add-on.
We care about your people getting paid, everywhere - and that means staying in it with you long after the contract is signed.
A dedicated rep, for the life of the deal
Most vendors hand you off after implementation - white-glove for ninety days, then a general queue with everyone else. The person who onboarded you is still the person you call a year later.
VIP support for you, our partner
A direct channel for you as our client - not a ticket number and a queue. If you're not stuck waiting on us, your payees aren't stuck waiting on you.
24/7 payee support, answered by humans
Your payees are counting on getting paid on time, wherever they are. When they have a question, they need a real answer - not a bot loop or a form that disappears into a queue.
How it plays out
The same coverage, at every point in the relationship.
Not a rotation of reps or a queue that gets slower over time - the same layers, active from the day you sign to the day your payees get paid this month.
Day one
Your rep is assigned during onboarding and learns your account, your payout flows, and your goals - not a script.
Every day after
The VIP channel stays open for the life of the account. Same rep, no re-explaining your business every time something comes up.
Every hour, every market
Payee support runs 24/7, answered by real people - no matter what time zone your payee is paid in.
What it looks like
A real answer, not a queue.
Whether it's a payee asking where their payment is or your team escalating a compliance question at 2am, twelve time zones away - the response is fast, it's specific to your account, and it comes from someone who already knows the context.
It's also just good business
Companies that treat customer experience as a priority tend to grow revenue several percentage points faster than competitors who treat it as an afterthought. Support isn't a soft metric - it shows up directly in retention, in renewals, and in whether your payees ever have to wonder if they'll get paid.
What's included
Part of the product, not a paid tier.
All three layers come with every MassPay relationship - there's no upsell to unlock the support your payees actually need.
No support add-on fee
The dedicated rep, the VIP channel, and 24/7 payee support are built into every account - not sold separately.
No hand-off after go-live
The rep who onboarded you stays your rep. No rotation into a general queue once implementation is done.
No time zone excuse
Payee support runs around the clock, wherever you pay - the same human standard in every market.
We've got your back.
Anyone can promise 180 countries and one integration. What's harder to promise is that you'll never be left without an answer - from the partnership down to the individual payee.
Dedicated rep, VIP channel, and 24/7 payee support - included with every relationship.
