4 minutes Account Access
Overview
SAPI's support team is available to help with questions about your application, repayments, balance, statements, and any issues you experience. This guide explains how to contact us, what to expect, and how to get the fastest response.
How to Contact SAPI
Phone Support
UK Number: +44 20 3868 4990
Business hours: Monday-Friday, 9am-5pm GMT
Best for:
- Urgent matters (failed payments, arrears, account changes)
- Complex questions requiring discussion
- Identity verification (e.g., bank account changes)
- Immediate assistance
Average wait time: 2-5 minutes
Peak times: Monday mornings, first week of month
Email Support
General inquiries: [email protected]
Privacy/data requests: [email protected]
Best for:
- Non-urgent questions
- Document submissions
- Statement requests
- Detailed inquiries requiring research
Response time: Within 1 business day (usually same day)
Written Correspondence
Postal address:
SAPI Group Limited
Senna Building, Gorsuch Place
London E2 8JF
United Kingdom
Best for:
- Formal complaints
- Legal correspondence
- Document submission by post (if required)
What to Have Ready When Contacting Us
To help us assist you quickly:
Your account details:
- SAPI account reference number (found on your statements or emails)
- Business name (legal name registered with SAPI)
- Email address registered with SAPI
For balance or repayment questions:
- Recent statement (if asking about specific transactions)
- Approximate dates of transactions in question
For payment issues:
- Date of failed collection
- Bank account details (last 4 digits)
- Error message received (if any)
For applications:
- Application reference number (if provided)
- Date you submitted application
What We Can Help With
Application Questions
Eligibility criteria
Required documents
Application status
Connecting payment processors
Offer details and terms
Contact: [email protected] or +44 20 3868 4990
Active Advance Support
Current balance inquiries
Repayment history
Statement requests
Top-up applications
Early settlement quotes
Contact: [email protected] or +44 20 3868 4990
Payment Issues
Failed Direct Debit collections
Bank account changes
Payment processor changes
Cash flow difficulties
Forbearance requests
Contact: +44 20 3868 4990 (phone preferred for urgency) or [email protected]
Account Updates
Changing contact information
Updating business details
Director or ownership changes
Legal structure changes
Contact: [email protected] or +44 20 3868 4990
Complaints and Concerns
Formal complaints
Service issues
Dispute resolution
Escalations
Contact: [email protected] with "COMPLAINT" in subject line, or call +44 20 3868 4990
Privacy and Data Requests
Data access requests (GDPR)
Data correction requests
Data deletion requests
Privacy concerns
Contact: [email protected]
Response Times and Availability
Phone Support
Business hours: Monday-Friday, 9am-5pm GMT
Response: Immediate (queue times vary)
Outside business hours: Leave a voicemail with your name, account reference, and brief message. We'll return your call the next business day.
Email Support
Turnaround:
- Simple questions: Same business day (if received before 3pm)
- Complex questions: Within 1 business day
- Document/statement requests: 1-2 business days
- Complaints: Within 5 business days (acknowledgment), full response within 15 business days.
Email sent on weekends/holidays: Responded to on next business day
Security When Contacting Us
Verify You're Speaking to SAPI
If someone calls or emails claiming to be from SAPI:
Check:
- Email comes from @sapi.com domain (not @gmail, @outlook, etc.)
- Phone call comes from +44 20 3868 4990 or recognized UK number
- They reference your correct account details (but shouldn't ask for passwords/PINs)
Be suspicious if:
- They ask for your full online banking password
- They pressure you to make immediate payments to unusual accounts
- They threaten immediate legal action without prior warnings
- Email contains spelling errors or unofficial branding
When in doubt: Hang up and call +44 20 3868 4990 directly to verify.
What SAPI Will Never Ask For
We will NEVER ask you to provide:
- Your full online banking password or PIN
- Payment to personal accounts (always business accounts)
- Remote access to your computer
- Credit card details over phone or email (we use secure DocuSign/GoCardless portals)
Reporting Security Concerns
If you receive suspicious communications claiming to be from SAPI:
Report immediately:
- Phone: +44 20 3868 4990
- Email: [email protected] with subject "SECURITY CONCERN"
Include:
- Screenshot or forward the suspicious email
- Phone number that called you
- What was requested
- Any information you may have shared (so we can protect your account)
Recognizing Official SAPI Communications
Email Communications
Official SAPI emails come from:
- [email protected]
- [email protected]
- [email protected]
- [email protected]
- [email protected] (automated notifications)
- Other @sapi.com emails of specific SAPI team members.
Standard elements:
- SAPI logo and branding
- Your business name and account reference
- Professional tone and correct spelling/grammar
- Secure links (https://journey.sapi.com or https://sapi.com domains only)
Phone Communications
Official SAPI calls:
- Display +44 20 3868 4990 (or withheld for outbound)
- Staff identify themselves by name and confirm they're calling from SAPI
- Reference your account without asking you to verify full details
- Professional, courteous tone
Collections calls:
- May be more frequent if you're in arrears
- Will reference specific amounts and dates
- Professional but firm
- Never threatening or harassing
Postal Communications
Official SAPI letters:
- Printed on SAPI letterhead
- Include company registration numbers
- Signed by authorized staff member
- Sent to your registered business address
Tips for Faster Support
1. Check This Help Center First
Many questions are answered in our knowledge base articles. Search before contacting us to get instant answers.
2. Email for Non-Urgent Matters
Phone lines can be busy during peak times. If your question isn't urgent, email [email protected] for detailed responses.
3. Call for Urgent Issues
Failed payments, arrears warnings, or account problems? Call +44 20 3868 4990 for immediate assistance.
4. Have Your Account Reference Ready
Providing your account reference (from your statement or emails) helps us locate your account quickly.
5. Be Specific in Emails
Instead of "I have a question about my account," try:
"I'd like to know my current outstanding balance as of today. My account reference is SAPI-12345."
Specific questions get faster, more accurate responses.
6. Respond to SAPI Follow-ups Promptly
If we request documents or information, provide them quickly to avoid delays.
Frequently Asked Questions
Q: Can I email outside business hours?
A: Yes. We'll respond on the next business day. Emails sent Friday evening will be answered Monday morning.
Q: Do you offer live chat or WhatsApp support?
A: Yes! In addition, phone and email are also available.
Q: Can I speak to a specific person on your team?
A: Generally, you'll speak to the next available support agent. For ongoing matters (e.g., forbearance negotiations, complex issues), a dedicated collections or support officer may be assigned.
Q: How do I escalate an urgent issue?
A: Call +44 20 3868 4990 and explain the urgency. For complaints, mark emails with "COMPLAINT" or "URGENT" in the subject line.
Q: What if I'm not satisfied with the response?
A: Request to escalate to a supervisor or manager. For formal complaints, see "How to Make a Complaint" article.
Q: Do you provide support in languages other than English?
A: Primary support is in English. For translation assistance, you may bring a translator on calls or have someone help with written correspondence.
Q: Can my accountant or advisor contact SAPI on my behalf?
A: Yes, with your written authorization. Provide us with their contact details and sign a consent form authorizing them to discuss your account.
Need Help?
General support: [email protected] or +44 20 3868 4990
Privacy matters: [email protected]
Security concerns: [email protected] or +44 20 3868 4990
Business hours: Monday-Friday, 9am-5pm GMT
Summary of Remaining Articles (16-50):
Account Access (16-17):
- Article 16: Resetting Your Password
- Article 17: Authentication and Security
Documents and Verification (18-21):
- Article 18: Documents We Need from You
- Article 19: Uploading Documents Securely
- Article 20: Your Contract and Agreement
- Article 21: Requesting Statements and Letters
Complaints and Support (22-24):
- Article 22: How to Make a Complaint
- Article 23: Our Complaints Process
- Article 24: Getting Additional Support
Understanding Your Funding (25-28):
- Article 25: How Payment-linked Repayments Benefit Your Business
- Article 26: Factor Rates vs. Interest Rates
- Article 27: Using Open Banking Safely
- Article 28: Payment-linked Financing vs. Traditional Loans
Partner Onboarding (29-32):
- Article 29: Welcome to SAPI - Partner Overview
- Article 30: Introducer Partner Onboarding
- Article 31: Payment Partner Integration Overview
- Article 32: Compliance and Regulatory Requirements
Referring Customers (33-37):
- Article 33: How to Refer a Business to SAPI
- Article 34: Customer Eligibility Criteria
- Article 35: Application Status and Updates
- Article 36: Commission and Payments
- Article 37: Supporting Your Referred Customers
Technical Integration (38-42):
- Article 38: API Integration Guide
- Article 39: Data Requirements and Formatting
- Article 40: Testing and Sandbox Environment
- Article 41: Webhooks and Notifications
- Article 42: Going Live - Production Checklist
Partner Reporting (43-46):
- Article 43: Accessing Your Partner Portal
- Article 44: Understanding Partner Reports
- Article 45: Managing Customer Issues as a Partner
- Article 46: Partner Marketing Guidelines
Payment Partner Specifics (47-50):
- Article 47: Payment Data Sharing and Security
- Article 48: Settlement and Reconciliation
- Article 49: Customer Communication Responsibilities
- Article 50: Embedded Financing Integration
Need Help?
Email: [email protected]
Phone: +44 20 3868 4990
Business Hours: Monday-Friday, 9am-5pm GMT