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Frequently Asked Questions

Online payments can be confusing, particularly if you are new to the e-commerce market, so it's understandable that you may have a lot of questions. To help you with your research, we have put together a list of the most common questions we get asked from online businesses when they are looking to set up their online payment service.

Can't find what you are looking for? Speak to one of our online payments advisers on 0800 0258 300 or email us and we can help you with your query.

Getting Started FAQS

Service FAQS

Housekeeping FAQs

Cardholder FAQS

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Getting Started FAQs

I’d like to accept credit card payments from my customers. How do I get started?

PayPoint.net includes an Internet Merchant Account, a secure payment gateway and a suite of web based back office services – everything you need to perform and manage card payment processing. It's incredibly easy to get started - start building your new payment solution here.

How long does it take to set up?

At PayPoint.net we are in the unique position to be able to provide you with your Internet Merchant Account and allow you start accepting payments within 24 hours of applying (if requested and sufficient documentation is provided up front). Otherwise we promise to review your application within 2 working days. If your application is approved, we will issue you with a test account and integration guide immediately whilst your Internet Merchant Account ID’s are ordered.

It then typically takes a further 3 to 5 days from receipt of all required documents before you can start processing payments. For businesses trading online please ensure your site is compliant with Visa/MasterCard guidelines listed here. Mail/telephone order businesses compliance checklist is available here.

What goods and services can I sell?

You can sell physical and digital (tangible and intangible) goods and services. The only current exceptions are  multi level marketing and businesses of a legally dubious nature.Please refer to our Acceptable Use Policy for more information. High risk merchants (adult content, travel, ticketing and online pharmacies) please contact sales for a quick decision in principle and current Visa/MasterCard compliance requirements.

Do I need an Internet Merchant Account?

To trade online you will require an Internet Merchant Account. Our +Bank solutions include an Internet Merchant Account that we can arrange for you from a choice of UK and European acquiring banks.

After reviewing your application we can advise the most suitable bank based on your location, required trading currencies, transaction volumes, nature of business and so on.

What size of businesses do you deal with?

We process payments for small, medium and large companies. We usually require that you have monthly sales of at least £5,000 or the equivalent in your trading currency. If you are a startup business with no trading history and have got your Internet Merchant Account from PayPoint.net we ask that you to reach the minimum sales volume within your first 6 months trading. We also ask that you pay the first 6 months service charges in advance.

My business is very small. Is PayPoint.net suitable?

We process for businesses large and small. Smaller businesses, in particular those who can provide turnover predictions for this revenue within six months, will be considered. Merchants who have been trading for less than a year will be asked to pay the first six monthly service charges in advance, in addition to any reserves or deposits required. For more information please call +44 (0)800 0258 300 or learn more about our small business solutions here.

What happens if I don’t reach or fall below your minimum monthly sales threshold?

There are no specific actions that we will take solely in response to low transaction volumes. The minimum monthly threshold is provided for your guidance as to the suitability of our service.

Which countries do you accept applications from?

Credit card scheme rules state that we can process payments for companies incorporated within the European Union. Please note that we require a company secretary or director, resident in the EU country you are incorporated in, to act as signatory on our Merchant Agreement. For assistance incorporating a company within the European Union we recommend a number of Company Formation Agents.

Do you accept applications from non incorporated businesses (sole traders)?

Yes, provided your business is based within the EU. You must also reside in the same EU country as the business.

My bank has refused my application for an Internet Merchant Account. Can you help?

There is a good chance we can. Our clients include online gaming, pharmacies, startup, sole traders and other companies who are viewed as high risk by many banks. We work with one of the largest banks in Europe who have a flexible approach to risk management and we treat every application on it’s merits. High risk merchants (Adult content, travel and online pharmacies) please contact sales for a quick decision in principle and current Visa/MasterCard compliance requirement.

If my application is declined, will you refund my fees?

We cannot provide our services to all businesses, either for legal, reputational or risk reasons. If, after our initial assessment of your application, we decline to offer you an account then we shall refund all fees in full.

If I apply for an account then change my mind am I entitled to a refund? What is your policy on refunds?

Please refer to our Refund Policy for more information.

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Service FAQs

What is PCI DSS and how do I become PCI compliant?

The Payment Card Industry Data Security Standard (PCI DSS) is a global security standard set by the PCI Security Standards Council and applies to any business that stores, processes or transmits cardholder details. Visa and MasterCard manadated it last year meaning that if you are an online business and processing cardholder not present transactions you will need to become PCI DSS compliant.

PayPoint.net has acheived Level 1 PCI DSS compliance (the highest possible level). Our Gateway Hosted solutions are Visa and MasterCard certified and include PCI DSS certification removing the need for you to become compliant as you will automatically be protected by default. To learn more please refer to our Getting PCI Compliant guide.

What is 3D Secure authorisation?

3D Secure is the collective name for ‘Verified by Visa’ and ‘MasterCard SecureCode’ and was introduced by the card schemes in an attempt to help protect you and your customers from online fraud.

3D Secure processing guarantees you are protected against any customer charging back the transaction as it removes the liability from merchant to acquirer. 3D Secure is also required by law if you would like to process Maestro payments. Learn more about 3D Secure and why it is important for your business.

Am I able to accept PayPal payments through PayPoint.net?

Yes, we are a certified partner of PayPal and offer our Gateway Hosted and Gateway Freedom clients the ability to integrate it into their websites and offer PayPal alongside standard card processing. Learn more about PayPal.

What fraud protection do you offer?

PayPoint.net takes online fraud very seriously and has built in many anti-fraud tools to protect you and your customers from fraud. Learn more about our fraud prevention.

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Housekeeping FAQs

I would like to view all of my trasactions. Where can i access this information?

You can view all of your transactions in the PayPoint.net Extranet, your back office system. The Extranet comprises of detailed information surrounding account statements, sales summaries, settlement, fraudlent transactions as well as a assets tab for you to use when integrating new products. It also keeps you informed with system updates and payments news. Login to your Extranet here.

I have forgotten my password for the Extranet? How can I reset it?

You can reset your password simply by clicking on the link to our merchant login and clicking on the 'forgotten password' tab. Simply enter your email address and a temporary password will be promptly emailed to you. Any question please contact our support helpdesk on +(0)845 2585 890

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Cardholder FAQs

You have taken payment from my account and i have not authorised this. I would like a refund.

Please contact the website that you purchased the goods from. Any goods purchased through PayPoint.net's merchants are the responsibility of the company who own and run the website. We do not handle any monies and cannot provide a refund. Please refer to the company contact details on their website and speak to them directly.

I am a customer and I haven't received the goods i purchased from your site.

You must contact the merchant directly that you purchased the goods / services from. Your order is the responsibility of the company you have purchased from, please refer to the company's contact details on their website.

Has my payment gone through?

If you have received a payment confirmation email it means you have placed an order. The email will contain information about the order you have made and will contain a transaction ID that we use to identify your purchase.

Your system says my card number is invalid

Please double check your card number. Ensure that the number you are entering is 16 digits or more as this is the card number we require.

Is my payment secure?

At PayPoint.net we treat the security of our payment systems as our number one priority and have adopted a number of security techniques that we make available to our clients to ensure their websites and payment processes are secure.

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