At a glance.
If you know what you are after, this is the shortest path.
| What you want to do |
Where to go |
| Ask a question before signing up | support@fluxapay.co.uk. Fluxa support team, human-staffed during company hours |
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| Join the founding cohort (1.8% flat, hands-on onboarding) | paul@fluxapay.co.uk. Fluxa team, direct |
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| Get help as an existing merchant | support@fluxapay.co.uk for email, or Tom in your dashboard for instant 24/7 AI chat |
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| Reach Charlotte direct | charlotte@fluxapay.co.uk. Charlotte Craig, compliance and operations lead |
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| Need a human urgently outside Fluxa hours | Email support@fluxapay.co.uk with URGENT in the subject. Senior escalation is monitored |
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| Talk to a journalist or organise media coverage | press@fluxapay.co.uk. Fluxa press contact, factsheet at /press |
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| Become an integration or channel partner | partners@fluxapay.co.uk. Fluxa partnerships team |
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| Report a security vulnerability | security@fluxapay.co.uk. Fluxa security team, PGP key on the security page |
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| Raise a formal complaint | complaints@fluxapay.co.uk. Fluxa compliance team, full procedure at /complaints |
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| Make a data protection or subject access request | dpo@fluxapay.co.uk. Fluxa data protection function, see also the privacy policy |
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| Send formal legal notices | Registered office on Companies House. See Office and company details |
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| Subscribe to incident updates | /live. SMS, Slack and webhook subscriptions available |
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Direct channels.
Every channel below is a real inbox, read by a specific person. The first three are the busiest; the rest are specialised routes for particular conversations.
| Channel |
Read by |
When to use it |
| support@fluxapay.co.uk |
Fluxa support team human, company hours |
The front door. New enquiries, existing-merchant questions, account, billing, settlement, dashboard issues, integration help, anything you are not sure where else to send. Replies are from a human; emergencies outside hours route differently, see Hours of operation. Logged-in merchants also have Tom, our in-dashboard AI chat, for instant answers without leaving the dashboard. |
| paul@fluxapay.co.uk |
Fluxa support human |
Founder and senior team. Founding-cohort applications, deep technical or architectural conversations, partnership discussions, anything you specifically want the founder on. Read personally; reply time depends on depth, the founder will tell you the timeline up-front. |
| charlotte@fluxapay.co.uk |
Charlotte Craig, compliance and operations lead human |
Compliance lead direct. Out-of-hours human emergencies, questions about onboarding, KYB, account status, or anything that benefits from going straight to compliance. |
| press@fluxapay.co.uk |
Fluxa press contact human |
Journalists, podcast hosts, conference organisers. Factsheet, logos, recent coverage and founder bios on the press page. Same-day reply for time-sensitive stories. |
| partners@fluxapay.co.uk |
Fluxa partnerships human |
Channel partners (Odoo, HubSpot, Xero and similar), referral arrangements, accounting firms, agencies, platforms wanting to embed Fluxa. First contact within two working days. |
| security@fluxapay.co.uk |
Fluxa security team human, PGP available |
Vulnerability reports, responsible disclosure, penetration-test results. Acknowledged within one working day; full disclosure process and PGP key on the security page. Do not include exploit details in the first email if you would prefer to use PGP. |
| complaints@fluxapay.co.uk |
Fluxa compliance team human, Charlotte leads |
Formal complaints. The dedicated complaints procedure sets out the path, timelines under PSR 2017 and the FCA Dispute Resolution sourcebook, and your escalation rights to the Financial Ombudsman Service. Tag any inbox with the word "complaint" in the subject line and it routes here automatically. |
| dpo@fluxapay.co.uk |
Fluxa data protection function human, Charlotte leads |
Data protection matters under UK GDPR and the Data Protection Act 2018: subject access requests, erasure, rectification, objection, portability. See the privacy policy for the full set of data subject rights and the lawful basis for each processing activity. |
There is no shared "info@" inbox routed to a queue, no external call centre, and no chatbot pretending to be human. The AI tier is Tom, who lives inside the merchant dashboard for logged-in merchants only and is explicitly identified as AI in every message. Email channels above are staffed by the human team behind each function.
Response times.
What to expect from each channel during a normal UK working week. These are commitments, not aspirations.
| Channel |
Target response time |
| support@ | Same working day during company hours; within one working day otherwise. Logged-in merchants also get instant 24/7 first response from Tom in the dashboard. |
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| support@ | Same working day for short replies; longer for in-depth architectural or commercial threads. The team will confirm the timeline up front. |
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| charlotte@ | Same working day during company hours; read out of hours for genuine emergencies (alongside paul@) |
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| press@ | Same working day for time-sensitive stories; within one working day otherwise |
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| partners@ | Within two working days for first contact; ongoing conversations on the cadence the partner needs |
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| security@ | Acknowledged within one working day; remediation timeline depends on severity, communicated at the acknowledgement |
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| complaints@ | Acknowledged within one working day; final response within 15 business days for regulated payment services or 8 weeks for service complaints, per the complaints procedure |
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| dpo@ | Acknowledged within one working day; subject access requests resolved within one calendar month under UK GDPR, extendable to three months for complex requests with reasons in writing |
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Hours of operation.
Fluxa is a UK company on UK time. The platform itself is 24/7. The team has specific hours; the AI workforce covers the rest.
| Who or what |
Hours |
| The Fluxa platform | 24/7. Live status and history on /live. |
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| Fluxa company hours | Monday to Friday, 09:00 to 17:30 UK time, excluding English bank holidays. All working-day SLAs on this page count against these hours. |
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| Fluxa support team (humans on support@) | Email support is human-staffed during company hours. First reply same working day for most enquiries; within one working day otherwise. |
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| Tom (AI, in-dashboard chat) | 24/7 inside the merchant dashboard for logged-in merchants. Tom is an AI first-line assistant: instant answers on account, billing, settlement and integration questions, signed as AI in every message, hands off to a human in the support inbox when the question needs one. Tom does not reply to support@ email. |
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| Sophie (AI, outbound only) | Sophie runs cold-email outreach to potential merchants. She does not handle inbound enquiries, support, complaints or anything else. If you received an email from Sophie and want to reach a human, write to support@fluxapay.co.uk. |
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| The Fluxa team | Work company hours. Support is monitored during company hours, with escalation routes for genuine incidents. |
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| Out-of-hours human emergencies | If you need a human urgently outside Fluxa hours, email support@fluxapay.co.uk with URGENT in the subject. The message is routed to the senior team. |
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| Out-of-hours platform incidents | Posted to /live as they happen, with regular updates until resolved. Subscribe to incident updates via SMS, Slack or webhook on /live. |
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UK time is GMT in winter (October to March) and BST in summer (March to October). All deadlines on this page are UK time. English bank holidays do not count toward the working-day SLAs.
Office and company details.
The proper-company section: company number, registered office and how to send formal post.
| Detail |
|
| Legal entity | Fluxa Ltd |
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| Registered in | England and Wales |
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| Companies House number | 17028144 |
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| Trading name | Fluxa (a UK registered trademark) |
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| Registered office | Visible on the Companies House filing linked above; for live correspondence the email channels above are faster |
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| Regulatory status | Fluxa Ltd handles UK card processing as a Referrer to a payment service provider authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 |
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| Primary domain | fluxapay.co.uk |
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| Operating language | British English (en-GB). Other languages on request via support@; we will arrange a translator for documents that need one. |
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| Currency | GBP for settlement; sales in any currency, settlement in pounds |
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For physical post that needs to reach us same-day (cheques, signed documents, formal correspondence outside legal service of process), email support@fluxapay.co.uk first and we will confirm the best delivery address. The registered office on Companies House is where formal legal notices are served; it is not always staffed for routine post.
Legal and regulatory routes.
Some routes have dedicated pages so the right person sees them first and the correct timelines apply.
| Route |
Where it goes |
| Formal complaints | The complaints procedure sets out the path, timelines under the Payment Services Regulations 2017 and FCA DISP, the holding response rule, and your right to refer to the Financial Ombudsman Service. Acknowledged within one working day. |
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| Security disclosure | security@fluxapay.co.uk, PGP key on the security page. Responsible disclosure window agreed at acknowledgement. |
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| Acceptable use questions | The acceptable use policy lists which categories we can and cannot serve. Grey areas: email support@ with your business activity and we will tell you the same working day. |
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| Service of legal process | Sent to the registered office address on the Companies House filing. Email paul@fluxapay.co.uk to confirm receipt where time-sensitive. |
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| Law enforcement requests | Email paul@fluxapay.co.uk with the formal request and warrant or court order; we will respond within the statutory timeframe. |
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| Regulatory enquiries | Email paul@fluxapay.co.uk and the relevant authority will be put in touch with the correct named person on our side. |
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Data protection enquiries.
Fluxa is a controller of personal data for some processing (operator accounts, merchant directors, support contacts) and a processor for others (the personal data of the merchant’s own customers in transaction records). The privacy policy sets out the controller/processor distinctions in full. Processing is governed by UK GDPR and the Data Protection Act 2018.
For any of the rights below, email dpo@fluxapay.co.uk. Acknowledged within one working day; resolved within one calendar month under UK GDPR (extendable to three months for complex requests with reasons given in writing before the original deadline).
- Subject access request. A copy of your personal data and information about how it is used
- Rectification. Correction of inaccurate personal data
- Erasure. Deletion of personal data, subject to retention obligations we have under PSR 2017, anti-money-laundering rules and HMRC requirements
- Restriction. Pause processing while a dispute about accuracy or lawfulness is resolved
- Objection. Stop processing where the lawful basis is legitimate interests and you have grounds relating to your particular situation
- Portability. A machine-readable copy of personal data you have provided to us
- Withdraw consent. Where the lawful basis is consent, withdraw it; this does not affect the lawfulness of processing before the withdrawal
If you are not satisfied with our handling of a data protection matter, the statutory escalation route is the Information Commissioner’s Office at ico.org.uk. Full contact details are on the complaints page. Filing with the ICO does not preclude you from also raising the matter with us; we will usually work with the ICO directly.
Social and public channels.
The build is documented publicly. If you prefer to read first and write later:
| Channel |
What you will find |
| X (Twitter) | @fluxapay. Gold-verified business account. Posts about the build, replies to mentions, no DMs for support (use support@ instead). |
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| LinkedIn | linkedin.com/company/fluxapay. Company page, employee updates, longer-form posts. |
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| Live status | fluxapay.co.uk/live. Real-time platform state, current incidents, history, RSS feed. |
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| Changelog | fluxapay.co.uk/changelog. Every shipped change documented, weekly. |
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| Updates | fluxapay.co.uk/updates. Longer-form posts on milestones, post-mortems, founding-cohort progress. |
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| Press kit | fluxapay.co.uk/press. Factsheet, logos, recent coverage, founder bios. |
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| Brand kit | fluxapay.co.uk/brand. Logo files, colour codes, typography, do/do-not examples. |
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Accessibility.
If you need any of our correspondence in an alternative format, tell us in the first message and we will make reasonable adjustments under the Equality Act 2010. Examples we have been asked for and accommodate:
- Plain-text email instead of HTML, with no images, no inline links and no decorative characters
- Large-print attachments at 16pt, 18pt or 24pt with high-contrast palette
- Telephone callback at a time you choose, instead of email
- Structured email with explicit headings for screen-reader navigation
- British Sign Language interpretation via a third-party relay service we arrange and pay for
- Confirmation of receipt in writing for any verbal commitment we make to you
If you are a vulnerable customer for any reason, including physical or mental health difficulties, life events such as bereavement or relationship breakdown, financial hardship, or limited English-language or digital capability, please tell us and we will agree the right communication route and pace. There is no penalty in service, fees or tone for asking for adjustments; the policy on this is set out in full on the complaints page.
Urgent issues.
If you are an existing merchant and something on the live platform is broken (settlement delayed, payments failing, dashboard down), this is the fastest route.
- Email support@fluxapay.co.uk with the subject prefix
URGENT:. This triggers a high-priority alert in the support inbox and a same-working-day human reply during company hours. Logged-in merchants can also open Tom in the dashboard for instant AI triage while you wait.
- Check fluxapay.co.uk/live for the live platform state; if the issue affects all merchants there will be a posted incident with regular updates.
- Subscribe to incident notifications via SMS, Slack or webhook so you hear about future incidents at the moment we detect them, not after they affect you.
- If the incident is not resolved within the time agreed in the first response, email paul@fluxapay.co.uk directly with the original ticket reference; the senior team will pick up the case.
- Outside Fluxa hours and the matter cannot wait until morning, email paul@fluxapay.co.uk and charlotte@fluxapay.co.uk direct, copying both. Both inboxes are read out of hours and one of us will reply.
"Urgent" means live platform behaviour. Pre-sale enquiries, billing questions, dispute paperwork and similar are not urgent and go through their normal channels; using URGENT: on those will not get you a faster reply.
Talk to a founder.
Email apply@fluxapay.co.uk directly. Twenty-five UK merchants pay 1.8% flat for twelve months, locked, in the founding cohort. Same checkout, same dashboard, same six payment states, same AI workforce. The application is one email describing your business, current provider, monthly card volume and average transaction size; the reply comes from the Fluxa team within one working day with either a yes, a no, or a question.