--- title: "When does a payment request timeout?" slug: "when-does-a-payment-request-timeout" description: "Payment requests sent to a Customer could time out when one of the following are met. Read more in Gladly Help Docs." updated: 2025-01-16T20:58:08Z published: 2025-01-30T20:01:56Z canonical: "help.gladly.com/when-does-a-payment-request-timeout" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # When does a payment request timeout? Payment requests sent to a Customer could time out when one of the following conditions are met: 1. The chat session ended. 2. The timeframe to process a payment has expired. This length of time is configurable by Gladly and can range from 1 minute and maxing out at 30 minutes. Contact Gladly Support to check the setting or to update the current time value. Users assigned the **Team Manager** or **Administrator** roles can contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team). Log into Gladly as one of these roles, click![hamburger-menu-icon(1)](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg)on the top-left corner, then click **Contact Gladly Support**. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime. - Please select the correct business impact (P1 to P4). - Most requests should be sent as a P4.