Frequently Asked Questions

  • How can I change my Administrative/Technical/Finance e-mail address?

    You can easily change your e-mail address yourself in our Back Office. After logging in, please go to Configuration > Account > Your administrative details.

  • How can I change my phone number?

    You can easily change your phone number in our Back Office. After logging in, please go to Configuration > Account > Your administrative details.

  • How can I change my company name?

    To change your company name, we would firstly like to know whether your VAT also changes. If this is the case, please contact your account manager. If only your company name changes, you can easily send an e-mail to our our Customer Care department or reach them by phone.


  • How can I change my VAT number?
    If your VAT has changed, you will need another PSPID/Account. Please contact your account manager in order to create a new account.
  • How can I change my PSPID?

    If you still have a test account, you can change your PSPID (payment service provider ID) when you move to a production account. 

    If you want to change the PSPID for an existing production account, please contact your Ingenico Account Manager who will open a new account for you. Please note there will be a fee for this service.

  • How do I assign a new responsible to the Ingenico ePayments account?
    Please contact the administrator of your account in order to log in. If they cannot log in, they can contact our our Customer Care department .
  • How can I change my account details?
    You can send an e-mail to our Customer Care department with your PSPID and the new account details. Your details will  be updated as soon as possible.
  • How can I get a production account?
    If you want a production account, please send an e-mail to your account manager. If you do not have an account manager assigned to your account yet, please contact our commercial department at sales.ecom@ingenico.com.
  • How can I change the country of my account?
    You can send an e-mail to our Customer Care department with your PSPID and the new address. Your address will be updated as soon as possible.
  • How can I link another test account to my production account?

    You can do so by reaching out to our Customer Care department via phone or by sending an e-mail.

  • How long does the activation of the payment methods take?

    The time to activate a payment method depends on the following factors:

    • It generally takes the acquirer or bank about a week to complete your affiliation. If you already have an affiliation, the activation takes a few days.
    • Some payment methods require additional checks before they can be activated, e.g. in case of 3-D Secure, which is requested directly at VISA or MasterCard ( and not at the acquirer). 
    With Ingenico Collect you can activate several payment methods in one go.
  • How do I change the bank account number I registered?
    To have your bank account number changed, please contact our Customer Care department . Our team will take care of your request.
  • What is the affiliation number for the test environment?
    In the Test Environment you can easily add a dummy number e.g. 123456789.

  • How can I delete my account?

    In order to erase your account, as it contains personal data, please send an e-mail to privacy@ecom.ingenico.com if you are a client of Ingenico e-Commerce Solutions or to privacy@fs.ingenico.com if you are a client of Ingenico Financial Solutions.

    Our Customer Care department will handle your request. It may be the case that due to legal obligations a minimum retention period must be observed with the impossibility to erase your account immediately. 

  • How do I register with Ingenico ePayments?

    To register with Ingenico ePayments, simply click "Open a free test account" on our website and fill in a short form.

    As soon as we have checked your details, we will e-mail you a temporary password.  Once you have received your temporary password, you will be able to log in using the ID you chose when you first registered. To complete your registration and fully activate your account, please complete the steps listed on your account’s home page.

  • How long will it take to activate my account?

    As soon as you've completed all the necessary steps and we've received all the relevant documents and a signed contract, we'll activate your account. The quicker you can complete these steps and send us the documentation, the quicker we can open your account.

    Please note that you need at least one active payment method before we can activate your account. 

  • Where do I find more information on the products offered by Ingenico ePayments?

    On the support site you can find all manuals presenting our products. Feel free to browse these documents.

  • What payment methods are supported by Ingenico ePayments?

    You can currently select the following payment methods:

    • Bancontact (BE)
    • Bank transfer (BE/DE/FR/IT/NL/SK)
    • Belgian pay buttons of KBC/CBC Online, ING Home'Pay, and Belfius Direct Net
    • Carte Bancaire
    • Giropay
    • iDeal (NL)
    • Klarna Pay Now / Sofort Banking (DE/AT/BE/NL/FR/IT)
    • Maestro
    • MasterCard
    • SEPA Direct Debit with Mandate Management
    • Visa
    • V Pay

    Look out for more payment methods coming soon as frequently we add new ones.

  • Does Ingenico ePayments support Shopping Cart solutions?

    Yes, we do support Shopping Cart solutions. Click here for an overview of our Shopping Cart solutions.

  • How does Ingenico ePayments maintain security and compliance?
    Ingenico delivers payments services that are compliant with state of the art data security standards in the payment industry: PCI DSS.
    PCI DSS includes a large set of security requirements and controls which are implemented and run on a regular basis.
    These security controls aim to keep a constant high security level on the payment platform, which leads to optimal protection for transactions and data.

  • What solution is offered to reconcile payouts with my orders?

    With the activation of your account, our Reconciliation tool is automatically available to you. This enables you to easily reconcile the payments you receive on your bank account with the orders/transactions in your Ingenico ePayments account. To read more about Reconciliation tool click here.

  • What is the Back Office?

    The Ogone Back Office is the secure website where you manage your Ingenico ePayments account. Once you have logged in, you can check and edit your administrative details, manage your payments, add new payment methods, change your technical settings and much more. To log in, you simply need your payment service provider ID (PSPID) and your password.

  • What is a User ID?
    A User ID identifies the specific user of an account.

    If your account has more than one user, you log in by filling in your USERID, your payment service provider ID (PSPID) and your password. Please make sure you click on the 'Log in as user' link so that all three fields are displayed. 

    If your account only has one user, you will not need a USERID. You will log in using only your PSPID and password, so please make sure your login screen only displays two fields. If you can see three fields, click on the 'Log in as PSPID' link on the bottom left of the screen to log in as a merchant.

    For a DirectLink or Batch integration, the parameter USERID corresponds to the API user set up on your PSPID.

  • What is phishing?

    Learn more about our fraud prevention solutions Phishing is a derivative of the word "fishing". The replacement of the 'f' by 'ph' is probably based on an abbreviation of the expression "password harvesting fishing".

    Phishing operators use emails, hypertext links and Internet pages to redirect you to fake websites where you will be asked to disclose confidential data such as your bank account details or credit card number. A malicious email generally asks you to confirm your password, bank details, account numbers, credit card details or other similar data by clicking on a link contained in the message. This link then directs you to a fake page with an address that is almost identical to that of the original site.

    Prevention:

    • Be careful with emails.
    • It is very easy to fake a sender's address: the author of the email you receive is not necessarily the service provider you believe it to be.
    • Do not reply to emails asking you to enter personal data. Service providers such as Ingenico, banks, credit card issuers, etc. will never ask you to disclose your password, credit card number or other personal information by email.
    • Enter links manually. Do not click on any links contained in suspicious messages: enter the URL address manually (for example, the address of your bank, the Ingenico ePayments platform) or look for it in your Favourites. Links contained in fraudulent emails can direct you to fake websites. The differences in the URL addresses are often very difficult to spot. The appearance of the site can also be deceptive.
    • Check the encryption of Web pages. Before entering any of your personal details in a website, check that the site encrypts personal data by looking for https ("s" for secure) in the Web address and a closed padlock or non-broken key icon in your browser. Unfortunately, the padlock icon (and the key) can be forged on certain systems. Check that you are actually on the site you think you are on by double-clicking on the padlock icon to display the site's certificate. Make sure that the name on the certificate and the name in the address bar are the same. If the names are different, you could be on a fake site.
    • Check your bank and credit card statements regularly.
    • Upgrade your computer's security: Enable an anti-phishing filter to identify fraudulent sites before you visit them. Some browsers (e.g. Internet Explorer) have this kind of filter. Otherwise, you can install it as a toolbar. Regularly apply the latest security fixes for your operating system and the software installed on your computer. Install a firewall. Install anti-virus software and keep it up to date.

    What should you do if you become a victim of phishing?

    If you think you have received a phishing email, proceed as follows:

    • IMMEDIATELY change the passwords and/or PIN codes for the online account with the company whose identity has been usurped.
    • SEND the fraudulent message to the company in question. It will generally have a special email address to notify any such attacks. For example, if you receive a phishing email relating to Ingenico e-Commerce Solutions, send it to support.ecom@ingenico.com.
    • NOTIFY the phishing attempt to the relevant authorities (local police, Internet Fraud Complaint Center, Anti-phishing working group).
    • RETAIN all PROOF of the fraud. In particular, in the event of a phishing attempt using an email, do not delete the email, since it contains, hidden in the header, the information required to trace the source of the attempt.

    Ingenico ePayments and communincations:

    • Ingenico e-Commerce Solutions (previously Ingenico ePayments) non-commercial emails are always sent from the ingenico.com domain.
    • Ingenico ePayments will never ask you to disclose your personal financial data or other personal information (password, credit card number, bank account number, etc.) by email.
    • Ingenico ePayments will never request any merchant to perform a payment operation.
    • Ingenico ePayments will never disclose by email any full credit card number.

    Payment Confirmation emails sent by the Ingenico ePayments platform will never contain any attachment.

    For further information:

  • What is payment processing?

    Payment processing is a service that allows websites to sell online by accepting payment via electronic methods such as credit cards, debit cards and bank transfers.

    Provided by payment service providers, payment processing is the technical connection or 'gateway' between a website and the financial institutions or 'acquirers' that govern different payment methods. To put it simply, without a payment service provider you won't get paid.

    Working with Ingenico, you will benefit in three key ways. Firstly, our payment gateway is connected over 200 domestic and international acquirers. So, whether you want to take online, mobile or phone payments, we're ideally placed to help you find the right acquirers for your market and offer the payment methods that are preferred by your customers.

    Secondly, through our affiliate Tunz.com, we can collect your payments too. We can help you activate several payment methods from different acquirers with just one contract so you can offer your customers more of the local payment methods they know and trust.

    And finally, as well as processing and collecting payments, we also offer advanced fraud prevention solutions to help businesses accept more safe orders and block more fraudulent transactions.

    To learn more about ways we can help your business, see our solutions page.

     

  • What is a merchant account?

    A merchant account is a type of bank account that allows you to offer and receive the funds from certain payment methods. Merchant accounts are provided by various banks and financial institutions – known as acquirers.

    You need a merchant account to authorise you to accept certain payment methods before you can start distance selling. If you want to add more payment methods to increase conversion, you usually need to open additional merchant accounts with other acquirers. We can advise you on this and introduce you to the right acquirers for your business.

    Depending on the market you operate in, we can also provide you with a merchant account directly. With Full Service, you're able to activate several payment methods from different acquirers, all at once – and with just one contract. By offering your customers more of the local payment methods they know and trust, you'll increase conversion and boost your online sales.

    To learn more, see our payment methods page.

  • What is Full Service?

    Full Service allows you to activate many local payment methods all at once, and in several countries, with one single contract. If you trade internationally, it could be the ideal way to accept payments from all across Europe. It saves you time-consuming administration and because you can offer more payment methods, it can also increase your revenue.

    Through our affiliate Ingenico Financial Solutions, we are able to collect the payments from your customers via their local acquirers and send them directly to your merchant account once they have been authorised.

    In your Ingenico ePayments account, your Full Service payment methods will be preconfigured with the affiliation details of Ingenico FS so for each transaction received, they will be able to route the money directly into your merchant account.


    As the payment process with $collect$ is the same as the normal payment process, transactions with $collect$ will work perfectly with any shopping carts that support Ingenico ePayments e-Commerce.
  • What is Paypal seller protection?

    PayPal Seller Protection is a way to make accepting payments through PayPal even more secure and hassle-free. It safeguards your business against losses from charge backs and payment reversals, so that you can:

    • Spend less time dealing with claims of items not received
    • Protect yourself from losing money to payments made with stolen credit cards
    • This enhanced protection is available free of charge when you connect your Magento webshop to Ingenico ePayments's payment processing services, using the latest Ingenico ePayments Magento Extension.

    To qualify for the Seller Protection guarantee, all you need to do is ensure your PayPal transactions include the following shipping details:

    • First name
    • Last name
    • Address
    • City
    • Post code
    • Country code
    • Whenever a buyer makes a claim, chargeback or payment reversal, you simply provide PayPal with proof of delivery or proof of shipment and they will release any held funds.

    You can find out more about our free Magento plug-in and how to accept PayPal and other payment methods through your Magento webshop here.

  • What is Ingenico Group?
    Ingenico Group offers right, secure, smart and seamless payment solutions whatever the channel: in-store, online and mobile. Ingenico Group provides merchants with a comprehensive and innovative range of services and solutions that eliminate payment complexity and make purchasing quick, seamless and secure for various sales channels and payment methods.  

    Ingenico Group comprises of three divisions: Ingenico Smart Terminals, Ingenico Payment Services and Ingenico ePayments. Through our comprehensive range of smart terminals, payment services and mobile solutions, we facilitate merchants’ in-store and online payments acceptance.
  • What is Ogone?

    Now known as Ingenico ePayments, Ogone was a leading pan-European online payment services provider, which was acquired by Ingenico Group in 2013 and merged with GlobalCollect in 2015 to become Ingenico ePayments.

    To honor Ogone’s significant legacy and its name, the term Ogone is now used to describe Ingenico ePayments platform, which includes Ingenico Collect, a one-stop payment solution that enables merchants to offer preferred payment methods in many different countries, without the hassle of having to open multiple bank accounts or form new legal entities.

    With its Ogone platform and other offerings, Ingenico ePayments goes beyond payments by offering global consultancy services on topics including local regulations, regional payment customs and preferences, and fraud and compliancy.

  • What is Ingenico Payment Services?
    In the past and prior to taking on the name Ingenico ePayments, Ogone was temporarily named Ingenico Payment Services. However, once Ogone joined forces with GlobalCollect, the two came together under a new unified name: Ingenico ePayments.

    Today, Ingenico Payment Services is a separate division of Ingenico Group that provides merchants with a comprehensive range of centralized and secure in-store transaction management services. Ingenico Payment Services ensures end-to-end security, control and monitoring of merchants transactions thanks to a centralized payment solution dedicated to organized retailers.

    In addition, Ingenico Payment Services has a full range of customer loyalty solutions to increase merchant revenue, including: loyalty card programs and loyalty program management, prepaid cards and gift card management, customer data analysis and marketing campaign management.

  • What is Ingenico Connect?
    Ingenico Connect is a suite of tools and services designed to make integration to our payment platform simple, fast and secure, using the latest technologies and tools that developers expect. Once integrated, Ingenico Connect’s mobile-first interfaces enable you to flexibly create an engaging consumer experience on any device.
  • What is Ingenico Checkout?
    Ingenico MyCheckout hosted payment pages is a responsive hosted payment page solution. The pages adapt automatically to the screen size of your customer’s device – a mobile phone, tablet or desktop. You can find more information about Ingenico MyCheckout here.
  • What is Elevate?
    Elevate is a Business Intelligence solution for payments and chargebacks, specifically built for international eCommerce companies. Elevate translates raw payment data into interactive and easy-to-read dashboards that let you quickly identify and act on payment problems and opportunities, as well as benchmark your performance against your industry peers. 

    Using our customizable Business Intelligence solution, merchants gain insights into their payments, authorization rates, chargebacks, refunds, disputes, industry benchmarks, commercial insights and more.
  • What is a RIB-form?
    A RIB-form is the original document received from the bank in France.
  • What is a PSPID?
    PSPID stands for payment service provider ID. It is the name you chose when you first registered  to identify the business your account is linked to. You need your PSPID and password to log in to your account. 

    Please always have your PSPID ready when contacting our Customer Care department.

  • What is an acquirer?
    An acquirer is a financial institution that processes payments from certain credit and debit cards. The acquirer is responsible for the financial part of transaction processing and Ingenico ePayments is responsible for the technical part. In other words, without an acquirer the money will not be transferred to your bank account.  

    For every online payment method you want to add, you need an acceptance contract with an acquirer. If you’d like advice on which acquirer would be best suited for you and your region, please contact our Sales team at sales.ecom@ingenico.com. If you know which acquirer you want to work with, you can simply select them from the drown down list when adding a payment method in your account. 

    But why not let us take care of it for you? Ingenico Full Service allows you to activate many local payment methods, all at once and in several different countries – with one single contract. If you trade internationally, it could be the ideal way to accept payments from all across Europe. It saves you time-consuming administration and because you can offer more payment methods, it can also increase your revenues. 

    Find out more about Ingenico Full Service here and by writing to sales.ecom@ingenico.com and asking for contract information.
  • How can I change my invoicing data?

    If you want to change your invoicing address or the way you pay your invoices, please send an email with your PSPID to our Customer Care department

    Our Customer Care team will take care of your request.

  • Can I get a copy of my invoice?

    Your invoices for the last 24 months are available in your account. To get a copy, go to "Configuration" in your account menu, click "Billing", and then select the invoice you wish to download.

  • How can I request a credit note?
    To request a credit note, please send an e-mail or call our Customer Care department.
  • Where can I consult an older invoice?

    Your invoices are stored for 24 months in your Ogone account.
    All invoices stored on the Order2Cash platform will be accessible for 7 years.

  • Can I have my invoices delivered to multiple e-mail addresses?

    Currently only the first email address indicated in the Ogone Back Office as the financial e-mail address will be used to deliver the invoice. If you wish to have the invoice delivered to several email addresses, please create an account on the Order2Cash platform where you can indicate up to 10 additional email addresses for delivery.

  • Can I receive my invoices in a different format?
    The invoices will be delivered in pdf format. As before, you can access them in pdf or csv format on the Platform. Now, they are also accessible in the following formats on the Order2Cash platform: xml UBL, xml IFF and xls.
  • How can I register on Order2Cash?
    You can register through the invoice delivery email by following these steps: Open the notification e-mail -> Click on the ‘View invoice’ button -> Click on the ‘Register’ button when the browser window has loaded. Your user name is the email address that receives the invoice. For any questions regarding the registration on Order2Cash, please review the FAQs on the Order2Cash website, or contact the Order2Cash Support using their contact form.
  • Change my bank account in your system

    To change your bank account in our system, please send the new IBAN/BIC or RIB form to our Customer Care department in order to create a new form for you to sign.

  • Why do I see a charge on my bank or credit card statement form Ingenico e-Commerce Solutions, Ingenico Financial Solutions SA?
    As a payment service provider, Ingenico Financial Solutions collects, processes and reports payments on behalf of companies that sell products and services via the internet. These companies have authorized us to debit your account in order to complete your purchase of a product or service. 

    Please note that Ingenico Financial Solutions is not authorized to provide you with information about entries on your statement. For all inquiries about a payment, please contact the company where you made your purchase directly. 

    However, should you need help with identifying the merchant, please provide our Customer Care department with relevant information via e-mail or phone.

  • Why would you prefer SEPA mandate?
    A SEPA mandate is easier to arrange and you as a merchant would not be burdened by paying our invoices manually.
  • Where do I find my transactions?

    In your Ingenico ePayments account menu, you can easily lookup your transactions by choosing "Operations" and then clicking either "View transactions" or "Financial history", depending on the type of transaction results you're looking for.

    Go to Consult your transactions for more information.

  • With which status can I send my goods/deliver the service?

    By default you can send goods or deliver your service once a transaction has reached the status "9 - Payment requested". However, although status 5 is a successful status, it's only a temporary reservation of an amount of money on the customer's card. A transaction in status 5 still needs to be confirmed (manually or automatically) to proceed to the status 9, which is the final successful status for most payment methods.

    Go to Transaction statuses for more information.

  • How do I refund a payment?

    You can easily refund a payment with the "Refund" button in the order overview of a transaction (via View transactions). If your account supports it, you can also make refunds with a DirectLink request or with a Batch file upload (for multiple transactions).

    Please note that the Refunds option has to be enabled in your account.

    Go to Maintain your transactions for more information.

  • What does the green thumbs-up icon mean? Will I receive my money?

    A full green thumbs-up icon means that the transaction was completed with a 3-D Secure authentication method, such as Digipass or a card reader. However, it doesn't necessarily mean the payment itself was processed successfully. Therefore, you should always check the transaction status to know whether you'll receive your money.

    Go to Transaction statuses for more information.

  • How can you help me to prevent fraud?

    Ingenico ePayments offers a complete suite of flexible products, sophisticated technologies and dedicated expertise to help you manage and optimize your online fraud prevention practices. Our industry-leading fraud detection tools and experts bring over 20 years of industry and regional expertise, and we will work closely with you to develop, implement and manage a holistic fraud solution that includes prevention, detection and management. We also offer comprehensive chargeback management and dispute management solutions. 


    By working with Ingenico ePayments, you can pick the solutions that best fit your needs and customize our services to either outsource fraud management functionalities or keep them in-house with our ongoing support.

  • What is the difference between View transactions and Financial history?

    If you want to check specific details of an order/transaction or perform maintenance on transactions, you should use View transactions. "Financial history" is the most convenient to periodically check incoming and outgoing funds. 
    For more information, go to View transactions vs Financial history

  • What is 3-D Secure and why do I need it?
    3-D Secure is a way to authenticate online transactions, similar to enter a PIN code or writing a signature for a transaction on a physical terminal in a shop or restaurant. It was initially developed by VISA under the name "Verified by VISA" and was soon adopted by MasterCard (SecureCode), JCB (J/Secure) and American Express (Safekey®).

    There are several forms of 3-D Secure authentication. Depending on the customer's bank and originating country, it can be using a card reader or digipass, entering a PIN-code, or entering a piece of data that only the cardholder can know. 3-D Secure allows merchants selling online to verify that their customers are the genuine cardholder in order to reduce instances of fraud.

    Learn more about our fraud prevention solutions.

  • What is the difference between a refund and a cancellation?

    You can only perform refunds on transactions for which the funds have already been transferred to your bank account. A cancellation or deletion can be done before a payment has been fully processed, i.e. before the daily cut-off time at the acquirer, at which point all transactions of the previous day are processed. 

    To know the cut-off time of the acquirer, we recommend you to check directly with our Customer Care department.

  • Can you resend me the password? I cannot log in anymore.

    You can reinitiate your password via the  "Lost your password?" button on the bottom of the login screen. Alternatively, you can request a new password via e-mail or phone to our Customer Care department.

  • Why can't I refund my payment?

    There are different reasons why you can't refund a transaction. You need to consider the following (with the condition that the Refund option is enabled in your account):

    • The transaction is in an "incomplete" status, such as a pending or erroneous status (91, 93 etc.) that doesn't allow the refund operation.
    • If the transaction is authorised (status 5), at which point no payment has been made yet. In this case you have to cancel the authorisation instead of refund.
    • The used payment method doesn't support the refund functionality, which can be the case with certain debit cards, web banking methods and "offline" payment methods such as Bank transfer.
  • Why can't I log in to my Ingenico ePayments account?

    If you're unable to log in to your account using your payment service provider ID (PSPID) and password, it may be due to one of the following reasons:

    • You could be using your test PSPID and/or password in the production environment, or your production PSPID and/or password in the test environment. You can check the environment at the top of the login screen – it will say either: "Identification Production" or "Identification TEST". To switch environments, use the link under the login fields.
    • You could be logging in as a merchant on the user screen or as a user on the merchant screen. If you're logging in as a merchant, you'll see two fields: PSPID and Password. If you're logging in as a user, you'll see three fields: USERID, PSPID (optional) and Password. To switch the login screen, click the "Log in as user" or "Log in as PSPID" button on the bottom left of the screen.
    • Perhaps you've typed in your password in the wrong case? Passwords are case sensitive. Try typing your password into a text editor such as Word or Notepad to check the spelling and the case, then copy/paste the result in the password field.
    • When you submit your login details, if the login page reappears and the information you entered is gone it means your browser is not accepting session cookies. To enable session cookies, go to your browser's settings. If you're unsure how to do this for your operating system and browser version, please check with an IT specialist. 

    If you forgot your password, please click on the "Lost your password?" button on the bottom of the screen.


  • Why haven't I received my money, even though the transaction status is 9?

    Once a transaction reaches status 9, meaning that the customer has paid, the acquirer or bank will deposit the money to your account. The time when this payout occurs differs per payment method and acquirer. We recommend you to check directly with the acquirer or bank, if you believe you're not receiving your money in a timely manner.

  • My account is not yet active, although I have sent the contract. What should I do?
    Thank you for sending us the signed contract. In order to activate your account, at least one payment method must be activated. If you want more information regarding payment methods, please send an e-mail to your account manager.
  • What should I do if my Direct Debit mandate is not working?
    If your mandate is not working, you should contact your bank to ask why the mandate has been refused.
  • What does the message “An error has occurred; please try again later. If you are the owner...” mean?

    The message "An error has occurred; please try again later. If you are the owner or the integrator of this website, please log into the Ingenico ePayments back office to see the details of the error." is a generic error message which is returned if a specific technical issue occurs at the moment the payment page is called. We don't display the actual error on the payment page, mainly because of security reasons, but also not to confuse your customers.

    In your Ingenico ePayments account, via "Configuration" > "Error logs", you can easily look up the errors that occurred when the generic error message was displayed. The actual meaning of these errors are described on the Possible errors page.

  • What should I do if affiliation number is not working anymore?
    Sometimes it happens that an affiliation number has been put inactive on the side of the acquirer. We suggest you contact your acquirer for this.
  • Why can I activate Visa, but not MasterCard, even though I’m using the same acquirer?
    MasterCard needs additional enrollment for 3-D Secure, which can take a couple of days.
  • I refunded a transaction, but it is in status 7. Did the refund succeed?

    Status 7 (Payment deleted) means you cancelled/deleted the payment before it was processed, whereas a status 8 (Refund) only applies after the payment is processed.

    Go to Transaction statuses for more information.

  • What should I do if I cannot log in using 2-Factor authentication because I lost or reset my mobile device?

    Request another admin user on your PSPID to deactivate the 2-Factor authentication for you or contact our Customer Care department for help.

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