While Safari Portal facilitates the payment flow, the actual payment processing is handled by your connected payment provider. In many cases, the payment provider will have the most visibility into why a payment could not be processed and what steps are needed to resolve the issue.

If you're using NMI via Path Payments

Please contact your Path Payments representative directly and copy our support team so we can assist if needed.

Primary contact: Adam Callaway at [email protected]
Cc: [email protected]

If you're using Protected Payment Services (PPS)

Please contact your PPS representative directly and copy our support team.

Primary contact: James Vanstone at [email protected]
Cc: [email protected]

If you're using Stripe

Please contact [email protected] first, and we'll do our best to help identify the cause of the issue.

If the issue appears to be related to your Stripe account or payment processing, we may recommend contacting Stripe Support directly via the support chat available within your Stripe Dashboard, as they have access to more detailed payment and processing logs.

If you're using Flywire

Please contact [email protected] first, and we'll help investigate the issue.

If additional assistance is required, we recommend reaching out to your Flywire account representative, who can review payment-specific issues and provide further guidance.

Before contacting support

To help us troubleshoot more quickly, please include:

• The file name
• The traveler's name
• The date and approximate time the payment was attempted
• A screenshot of any error message displayed (if applicable)
• The payment method being used (credit card, ACH, bank transfer, etc.)
  

Providing this information upfront will help us and your payment provider determine why the payment could not be processed and resolve the issue as quickly as possible.

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