Support
How can we help?
Pick a route. We read everything. One business day SLA on every channel.
Help with my disputes
Question about a specific chargeback Victava is processing? Need to override an evidence decision, or chase down a Stripe outcome that hasn't posted?
Email support@victava.com →Talk to a human about pricing
Want to understand the success-fee model in detail before signing up? Asking about founding cohort terms? Have an unusual stack — or a processor you need us to support? Tell us.
Email support@victava.com →Documentation
How does the integration work? What's in scope for the leak audit? What does the merchant approval flow look like? Read the public-facing docs.
Open the Learn hub →Report a bug or security issue
Found a bug? Have a security concern? Email security@victava.com — responsible disclosure for vulnerabilities, with a coordinated timeline.
Email security@victava.com →Our response SLA
- P0 (active dispute, deadline within 48h): Same-day response.
- P1 (signed-up merchant, blocking issue): One business day.
- P2 (general questions, pricing, integrations): One business day.
- Security issues: Acknowledged within 24h, fix ETA within one business day, public disclosure once a fix is shipped.
FAQ
Is my data secure?
Yes. All credentials are stored in an encrypted vault, and your data is strictly isolated to your account. See our /security page for the full picture.
Can Victava submit evidence without my approval?
No. Mandatory merchant approval is a permanent architectural constraint enforced at the pipeline level — not a feature flag.
How fast do you turn around new disputes?
Most disputes are review-ready within an hour or two of Stripe notifying us of the chargeback. Carrier delays or long-running Shopify lookups can push that out to a few hours; the process is checkpointed end to end, so nothing gets dropped.
Where's the status page?
We don't ship a /status page yet — it's deferred until we have public-launch traffic that justifies one. For now, email support@victava.com and we'll tell you the current status; material incidents are posted to our /security page.
Stuck on something else?
Reach us at support@victava.com — we read every message and respond within one business day.