Customer Support

At Monek, we take pride in our full UK support team, always available via phone during business hours. Additionally, we offer extended hours for support regarding payment terminal issues, which include device assistance, configuration, and replacement.

To create a support ticket, we recommend sending an email to support@monek.com. Our dedicated support team will promptly respond within our Service Level Agreement (SLA). If you encounter any difficulties raising a case via email, please feel free to call us at 0345 2696645 to raise or escalate a case.

Our standard support business hours are from 9:00 AM to 5:00 PM, Monday to Friday.

For extended terminal support, our team is available from 8:00 AM to 8:00 PM, seven days a week.

Please note, if you have an urgent payment issue outside of normal working hours, you can still reach us by calling our support line. Our out-of-hours answering service will promptly contact our on-call engineers. However, to escalate an issue, you must first submit a ticket via email. Our on-call engineers will then triage the issue and determine its severity.