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Operations desk

Support & contact

This desk investigates mismatches between what you confirmed in eteWallet and what the ledger or processor still shows as pending, failed, or incomplete. Write from the account email and include the movement ID when you have one.

support@etewallet.comWhatsApp +44 7418 316616

Staffed: Monday–Friday, 09:00–17:00 UK time. Outside hours, email is queued in order received.

Where to write

Routing the message to the right desk shortens the first reply. Do not open three threads for the same movement ID.

EmailWallet operationsUse when a balance, transfer, top-up, Egypt payout, money request, or virtual-card load does not match the status you see after confirm.support@etewallet.comEmailMerchant & commercialMerchant application status, settlement questions, invoice/link collection issues, and partnership requests.info@etewallet.comEmailIntegration deskAPI key delivery, webhook delivery failures, signature mismatches, and sandbox-to-live cutover for active merchant accounts.dev@eteform.comWhatsAppPriority triageShort operational questions only (access blocked, OTP delay, stuck pending). Send the account email first — UK number.+44 7418 316616

Resolve without waiting

Use these paths when the issue is access, verification, or fee reconciliation — not a disputed settlement.

Recover accessRequest a password reset to the verified inbox, then sign in again.Complete contact verificationFinish email or phone OTP if the account is waiting on verification.Security & authenticatorAfter login: manage sessions, TOTP, and step-up checks from Security.Reconcile a fee quoteCompare the amount shown before confirm with the live schedule.Open the activity ledgerSigned-in users can copy the movement ID we need for investigation.Return to sign-inOne login for personal wallet or merchant dashboard.

What a complete case looks like

Incomplete messages force a clarification round. One structured email usually unlocks the ledger row immediately.

  1. Authenticated identitySend from — or clearly state — the email tied to the eteWallet login.
  2. Ledger or checkout referenceAfter sign-in, open Activity and copy the movement ID. Merchants: use the payment or invoice reference from the dashboard.
  3. Expected vs observed resultState the USD amount you confirmed, the fee line you saw, and the status still shown (pending, failed, or missing credit).
  4. Actions already takenExample: reset link requested, OTP resent twice, withdrawal sync attempted, card freeze toggled.

Investigation order

  • Access & OTP — we verify session and delivery logs against the account email the same business day when staffed.
  • Top-up / Egypt withdrawal — wallet ledger first, then licensed-processor status; processor confirmation sets the outer clock.
  • Virtual card — report the last four digits shown in Cards only. Never send full PAN or CVV in email or WhatsApp.
  • Merchant settlement — include link token or invoice number; we reconcile receive-side commission against the confirm quote.

We aim to acknowledge email within 1–2 staffed business days. Processor-backed cases continue until the rail returns a terminal status.