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How do I contact Xendit through the new global support channel?

Updated:

At Xendit, we are committed to continually improving your support experience. To deliver a more consistent, efficient, and unified support experience across regions, we are transitioning from region-specific support channels to a centralized global Merchant Support channel. Starting August 31, 2026, please use the following centralized contact channels:

Centralized Global Support (English & Bahasa Indonesia)

Local Language Support

This change primarily affects how you contact us, while our dedicated Merchant Support team will continue to assist you with all your payment gateway inquiries and requests as usual. We kindly ask that you update your internal records and saved contact lists with our new centralized support details to ensure seamless communication going forward.

 

Frequently Asked Questions (FAQ)

Pre-Launch FAQ (Before August 31, 2026)

  • Can I still contact you through the current/local support channel? 

    Yes. You may continue using your existing support channel prior to August 31, 2026. However, starting August 31, 2026, please switch to our centralized channels for all support requests.

  • Can I start using the new channel now? 

    Yes! You can begin using the new centralized support channels immediately, and they will become the primary channels effective August 31, 2026.

  • When should I start using the new channel?

    Please start using the centralized support channels from August 31, 2026 onwards. We recommend saving the new contact details in advance.

  • Will my existing/open support case be affected?

    No. Your existing support requests will continue to be handled by our support team without interruption. This update mainly affects where you reach out for future requests.

  • Do I need to contact Xendit again after August 24th? 

    No, you do not need to contact us again unless you have a new or ongoing request.

  • Why are you informing us in advance? 

    We are sharing this update ahead of time so you have ample opportunity to update your contact lists and avoid any disruption once the transition takes place.

     

After Implementation FAQ (August 31, 2026 Onward)

  • Can I still use the old/local support channel? 

    The previous local support channel is no longer the primary contact point. Please use the new centralized channels for all future requests.

  • Where should I contact Xendit now? 

    You can reach us via Email at help@xendit.co, WhatsApp at +6281384748739 or through Viber Chat Support 

  • I just contacted the old/local channel. Will I still receive support? 

    To ensure your request reaches the appropriate team without delay, please resubmit your request through the new centralized channels.

  • What happens to my previous conversations/tickets?

    The transition does not impact existing cases. Our support team will continue handling open cases accordingly.

  • Why can't I use the old channel anymore? 

    The support model has been centralized to offer a more consistent and unified experience across all regions.

  • Is the same support team handling my request? 

    Your inquiry will continue to be handled by the appropriate Xendit Merchant Support team based on the nature of your request.

  • Which languages are supported? 

    Global channels support English and Bahasa Indonesia. For Thai-language support, use LINE @xendit.th and for Chinese-language support, use WeChat Xendit.

  • I already have the old support contact saved. Do I need to update it? 

    Yes, please update your records with our new centralized contact details.

  • Can I still use LINE / WeChat? 

    Yes. LINE (@xendit.th) remains available for Thai-language support, and WeChat (Xendit) remains available for Chinese-language support.

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