The Support Hub is your one-stop resource for resolving payment issues, getting help, and finding the answers you need, all from within your Melio account. Select the Support iconto get started. Agent Mel, Melio's AI assistant, may also appear alongside the Support Hub to offer instant answers to common questions.
This guide includes the following sections:
- Request a refund
- Edit and resend payment
- Request delivery confirmation
- Help with a payment
- General questions or issues
- Help with my subscription
- Report a bug or technical issue
- Helpful resources
- Request a callback
Request a refund
If you need a refund for a failed or undeposited payment, you can start the process directly from the Support Hub.
1- Select the Support icon at the top right of the screen.
2- In the Support Hub, select Request a refund.
3- Use the search bar to find the payment you'd like to refund. You can search by vendor name, payment amount, or payment ID.
Not sure how to find your payment ID? See the following guide.
4- Select the payment you'd like to refund.
Not all payments are eligible for a refund. If a payment is not eligible, you'll see the reason next to the payment. Common reasons include:
- Paid — the payment has already been delivered to the vendor and cannot be refunded.
- Scheduled or Pending vendor — funds for this payment haven't been debited from your bank account or card yet. You can still edit or cancel this payment before it's processed.
A payment shows a Pending vendor status when you've scheduled a payment, but your vendor hasn't provided their payment delivery details yet. These payments can be scheduled, but cannot be completed until the vendor provides more information.
- Failed — the payment was not successfully processed.
If you already have an open support request for a refund of your payment, you'll see your existing ticket ID and a confirmation that your request is in progress.
5- If the payment is eligible, a Refund payment popup will appear with the payment details. Review the payment details to make sure everything looks correct.
6- Select Confirm refund to submit your refund request.
- If the refund is successful, you'll see a confirmation screen letting you know the refund has been initiated. Funds will typically be returned to your original payment method within 1–3 business days.
- If the refund cannot be processed automatically, your request will be escalated for review and you'll receive a ticket number. From there, updates will be sent to your email.
That's it! Your refund request has now been submitted.
Edit and resend payment
If you have a failed ACH payment or an undeposited check, you can update the delivery details and resend the payment directly from the Support Hub.
1- Select the Support icon at the top right of the screen.
2- In the Support Hub, select Edit and resend payment.
3- Use the search bar to find the payment you'd like to edit and resend. You can search by vendor name, payment amount, or payment ID.
Not sure how to find your payment ID? See the following guide.
4- Select the payment you'd like to resend.
Not all payments are eligible to edit and resend. If a payment is not eligible, you'll see the reason next to the payment. Common reasons include:
- Paid — the payment has already been delivered to the vendor, and changes cannot be made.
- Scheduled or Pending vendor — funds for this payment haven't been debited from your bank account or card yet. You can still edit or cancel this payment before it's processed.
A payment shows a Pending vendor status when you've scheduled a payment, but your vendor hasn't provided their payment delivery details yet. These payments can be scheduled, but cannot be completed until the vendor provides more information.
- Failed — the payment is already being refunded to your original funding source.
- Ineligible — real-time payments, international payments, installment repayments, and virtual card payments older than 6 months can't be resent through the Support Hub alone. Our team will need to review these and assist by email within 1 business day.
If you already have an open support request to resend your payment, you'll see your existing ticket ID and a confirmation that your request is in progress.
5- If the payment is eligible, an Edit and resend payment popup will appear with the payment details. Review the payment details to make sure everything looks correct.
6- Select Edit payment.
7- Review and update your vendor's delivery details, then select Continue.
The details you're asked to confirm and edit for the vendor will depend on the payment type. For ACH payments, it will be the account and routing number. For check payments, it will be the mailing address.
8- Review the popup confirmation message regarding the change to your vendor’s delivery details and select Confirm.
9- Select your preferred delivery speed and select Continue.
This step applies to check payments only.
10- Review your payment details and select Confirm and schedule payment (for check payments) or Confirm and retry payment (for ACH payments).
That's it! Your payment has been edited and resent to your vendor.
Request delivery confirmation
If you need to confirm that your vendor has received their payment, you can download a delivery confirmation document directly from the Support Hub. This is currently available for ACH bank transfers and paper checks.
1- Select the Support icon at the top right of the screen.
2- In the Support Hub, select Request delivery confirmation.
3- Use the search bar to find the payment you'd like the delivery confirmation for. You can search by vendor name, payment amount, or payment ID.
Not sure how to find your payment ID? See the following guide.
4- Select the payment you'd like the delivery confirmation for.
Not all payments are eligible for a delivery confirmation. If the payment is not eligible, you'll see a Payment in progress popup. Select View payment details for more information regarding the transaction.
5- Select Download to save your delivery confirmation document directly to your device. The document will include the delivery date, amount, payment status, the vendor’s details, and more.
- For paper checks, a front and back image of the deposited check is included.
- For ACH bank transfers, the NACHA trace number is included. If you would like more information on what a NACHA trace number is, you can check out this guide.
If the payment you select is not an ACH bank transfer or check, you will be shown a Request delivery confirmation popup. Please fill in the prompts and select Submit. Our team will assist you by email within 1 business day.
That's it! Your delivery confirmation document has been downloaded to your device and is ready to share with your vendor.
Help with a payment
If you need to get help with a specific payment, you can start the process directly from the Support Hub.
1- Select the Support icon at the top right of the screen.
2- In the Support Hub, select Help with a payment.
3- Use the search bar to find the payment you'd like help with. You can search by vendor name, payment amount, or payment ID.
Not sure how to find your payment ID? See the following guide.
4- Select the payment you'd like help with. This will open a popup where you can describe the issue.
5- Add a description explaining how our team can help. You can also add file attachments.
6- When done, select Submit. Our team will assist you by email within 1 business day.
Alternatively, you can select Live chat to start speaking with our team in real time.
That's it! Your request has been submitted, and our team will follow up by email.
General questions or issues
If you have a general question about a Melio feature or need help with something else, you can get quick answers directly from the Support Hub.
1- Select the Support icon at the top right of the screen.
2- In the Support Hub, select General questions or issues.
3- A conversation window with Agent Mel will populate on the left side of your screen.
4- Enter your question in the chat box and Agent Mel will begin assisting.
5- If Agent Mel is unable to get you the answer you need, select Contact support.
6- In the popup, describe the issue and select Submit. The support team will reach out via email to help.
You can also select Live chat to get connected with our support team in real time. Live chat is available Monday–Friday, 9:00 AM–6:00 PM EST, and closed on holidays.
That's it! You now know how to get answers to general questions using Agent Mel or our support team.
Help with my subscription
If you have questions about your Melio subscription plan, billing, or charges, you can get help directly from the Support Hub.
1- Select the Support icon at the top right of the screen.
2- In the Support Hub, select Help with my subscription.
3- A conversation window with Agent Mel will populate on the left side of your screen.
Accounting firms will have the option to select which firm or client they need assistance for.
4- Enter your question in the chat box and Agent Mel will begin assisting.
5- If Agent Mel is unable to get you the answer you need, select Contact support.
6- In the popup, describe the issue and select Submit. The support team will reach out via email to help.
You can also select Live chat to get connected with our support team in real time. Live chat is available Monday–Friday, 9:00 AM–6:00 PM EST, and closed on holidays.
That's it! You now have what you need to get help with your subscription.
Report a bug or technical issue
If something in Melio isn't working as expected, you can report the issue directly from the Support Hub.
1- Select the Support icon at the top right of the screen.
2- In the Support Hub, select Report a bug or technical issue.
3- In the popup, select Launch chat to connect with a member of our team.
Live chat is available Monday–Friday, 9:00 AM–6:00 PM EST, and closed on holidays.
That's it! Your issue has been reported, and our support team will follow up with you directly.
Helpful resources
The Support Hub also gives you quick access to resources that can help you find answers on your own:
- Select Melio Academy to access curated learning paths, videos, and courses designed to help you get the most out of Melio. This option opens in a new window.
- Select Help Center to browse step-by-step user guides, troubleshooting articles, and FAQs. Whether you're setting up a feature or resolving an issue, the Help Center is a great place to start. This option also opens in a new window.
Request a callback
If you're subscribed to a Boost plan or higher, you can request a callback directly from the support team.
1- Select the Support icon at the top right of the screen.
2- Select Request a call to schedule a time that works for you.
Callback support is available exclusively for subscribers on the Boost plan and higher. This option is available Monday–Friday, 10:00 AM–5:00 PM EST, and closed on holidays.
That's it! The Support Hub brings together self-service refunds, live chat, learning resources, and more so you can get back to business faster.