The Support Hub is your go-to resource for resolving payment issues, getting help, and finding answers — all from within your Melio account. Select the Support iconto get started.
This guide includes the following sections:
- Requesting a refund
- Help with a payment
- Getting help with other issues
- Helpful resources
- Request a callback
Requesting a refund
If you need a refund for a payment 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.
Please Note
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 through the Support Hub.
- 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 yet provided their payment delivery details. These payments can be scheduled but cannot be completed until the vendor provides their details.
- Failed — the payment was not successfully processed.
5- If the payment is eligible for a refund, 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 account within 3–5 business days.
- If the refund cannot be processed automatically, your request will be escalated for review and you'll receive a ticket number. Updates will be sent to your email.
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.
That’s it! You have now filled in the required information to get help with your payment.
Getting help with other issues
For anything else, select Help with other issues to find the right support option.
1- Select the Support icon at the top right of the screen.
2- In the Support Hub, select Help with other issues. Choose the option that best fits your situation:
Help with my subscription
- Select Help with my subscription for help with billing, charges, or your subscription plan. Describe the issue and submit. The support team will reach out.
Help using Melio or Report a bug or technical issue
- Select Help using Melio to launch a chat with the support team for questions about using the platform. If something isn't working as expected, select Report a bug or technical issue to connect with the team via live chat.
Live chat is available Monday–Friday, 9:00 AM–7:00 PM EST, and closed on holidays.
General questions or issues
- Select General questions or issues, provide a short description, and submit. The support team will be glad to assist.
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 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 opens in a new window.
Request a callback
If you're subscribed to the Boost or Unlimited plan, you can request a callback 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 Boost and Unlimited plan subscribers, Monday–Friday, 10:00 AM–5:00 PM EST and closed on holidays.
That's it! The Support Hub puts everything you need in one place — from self-service refunds to live chat and learning resources — so you can get back to business faster.