Support & contact
However you reach us, a real person at PayTrader reads your message. This page tells you where to send it, what to put in it, and which things are faster to sort out inside the app.
Email us
Our support inbox is monitored Monday to Friday, UK business hours. We reply to every message. If you are making a formal complaint, see Complaints below for the timescales we commit to in our Terms of Service.
What to include in your message
You will get a useful answer much faster if your first email has these in it:
- The email address registered to your PayTrader account — email us from it if you can. We can only discuss an account with the person it belongs to.
- Whether you are the client or the tradesperson on the job in question.
- The job name, and the stage or milestone it concerns.
- What you expected to happen, and what actually happened — in your own words.
- Dates and times of anything that went wrong, as close as you can remember.
- Screenshots of any error message, and of the screen you were on.
- Your device and app version — for example "iPhone 15, iOS 26, app 1.96.1". The app version is shown at the bottom of your Profile screen.
Never send us your full card number, your card's security code, or your account password. We will never ask you for any of them, and we do not need them to help you. Card details are entered on our payment provider's own secure pages and never reach PayTrader.
Unhappy with work on a job? Raise it in the app first
If a stage of your job has not been completed to the standard you agreed with the other party, the fastest and most effective route is the dispute process built into the app — not email. Raising it in the app freezes the money for that stage straight away, so nothing is released while the matter is being looked at.
- Open the job from your home screen.
- Tap Something wrong? in the row of job actions, then Raise an issue.
- Choose a reason, describe the problem, and attach photos as evidence.
- Submit. The money for that stage is frozen immediately, and any automatic-release countdown on it stops.
Both sides then have 48 hours to add written and photographic evidence, and our disputes team has 72 hours after that to review everything and issue a ruling. You can also message the other party, and us, from the dispute screen while it is open. Full details are at clause 7 of the Terms of Service, including your right to take the matter to independent alternative dispute resolution afterwards, and the fact that our ruling decides only how the money for that stage is released — it does not decide your wider legal rights against the other party.
If you cannot open the app, or the job is not in a state where Raise an issue is available, email support@paytrader.net and tell us what you were trying to do.
Complaints
If you are unhappy with PayTrader's own service — as opposed to the work on a job — email support@paytrader.net and say clearly that you are making a complaint. We will acknowledge it promptly and aim to give you a substantive response within 15 business days. If we cannot resolve it between us, you may refer the matter to the independent alternative dispute resolution scheme named in the ADR Schedule at clause 7.5 of the Terms of Service.
Other things you can do yourself
Forgotten password: tap Forgot password? on the sign-in screen. The reset link is emailed to your registered address and is valid for a limited time — request a fresh one if it has expired.
Delete your account: in the app, or by email — the full process, and what is anonymised versus retained, is set out on Delete your account.
Data protection requests (access, correction, restriction, objection, deletion): email privacy@paytrader.net. How we handle your data is set out in our Privacy Policy.
Cookies on this website: see the Cookie policy, or reopen your choices with the Manage cookies link at the bottom of any page.
Reporting a security problem
If you believe you have found a security vulnerability in PayTrader, or you suspect someone has accessed your account without your permission, email support@paytrader.net with "Security" in the subject line and we will prioritise it. Please do not post details publicly before we have had a chance to respond.
Post
PayTrader Ltd, 9 The Readings, Chorleywood, Rickmansworth WD3 5SY, United Kingdom. Email reaches us considerably faster than post.