Support model
The measure of a payment partner is the day something goes wrong
Government Window's in-house customer service is second to none, which is a big reason we continue to grow. Our team supports your residents and your staff — included, at no cost, for as long as you're a customer.
How to reach us
- Support line
- 877-575-7233
- Hours
- Phone & chat: Mon–Fri, 8:00 AM – 5:00 PM ET
Email: 24/7/365
Dashboard help: 24/7/365
Principles
Six things that define how support works here
In-house, not outsourced
Support is delivered by Government Window's own team. The person who answers has access to the platform, the configuration and the people who built it.
We talk to your residents
Payment questions from the public route to us, not back to your counter. That is the mechanism behind the reduction in call volume agencies report.
Multilingual
English and Spanish support, and a bilingual IVR line running the same business rules as your web portal.
Resolution over ticket closure
Government Window prides itself on resolving issues quickly and staying in contact with your staff throughout the process — customers commonly report issues handled within hours.
Self-service where it helps
Online help is available 24/7/365 through your payment dashboard, and residents can look up their own payment history rather than calling anyone.
Themes feed the roadmap
Recurring support topics are reported back to product and customer success. What agencies ask about repeatedly becomes a configuration option or a documentation fix.
Routing
Who should contact whom
Support routing for residents versus agency customers, so nobody bounces between offices.
Residents & payers
Payment questions, receipts, failed payments
Contact Government Window support directly — no need to call the agency. We can confirm a payment, resend a receipt, explain a fee and help resolve a failed transaction.
Questions about the amount owed, a court date or a case status must be answered by the agency — we can tell you who to call.
Agency staff
Configuration, reporting, refunds, new departments
Your dashboard has 24/7 online help, and our team handles configuration changes, reporting questions, new fee types and additional departments as part of the relationship.
Existing customers: your customer success manager is your escalation path for anything time-sensitive.
Voice of the customer
Response time is what customers actually remember
After months of deliberating about switching to Government Window, I am glad we made the move. Once we decided to go with them, it was a smooth and quick transition. Any issues that have come up since the move, the customer service staff have been responsive and usually the issue is handled within hours. I just wish we had gone with Government Window sooner.
Questions