Frequently Asked Questions (F.A.Q.)

In this case we would recommend to reset your password. You need to use “Forgot Password” option in the main Login screen. When you click on this, a new form will be displayed and you need to enter correct account's details.

Unfortunately, we do not have access to your password and we cannot reset it for you. In this case we would recommend to reset your password. You need to use “Forgot Password” option in the main Login screen. When you click on this, a new form will be displayed and you need to enter correct account's details.

If you exceed your max failed login attempts then you will be forced to change your password using the “Forgot Password?” link. When you do this you will be prompted for the: Merchant ID, Username and the email address that is associated with the login account (the email address that originally received the login details). If these are entered correctly you will receive an email with a link that you can click to set a new password. This link will be valid for 30 minutes only. If you do not receive the email please check your spam filter, but you may have to contact your email administrator if you still do not receive it.

Adding a new user is very simple and quick in the SelfCare System and it takes only a few steps. When you create a new user, the log-in details are automatically emailed to them directly from the system. Two separate mails are sent (for security reasons) containing full instructions about how to set their initial password and log in.

For any funding queries please contact our Support Team.

Refunding a transaction is very simple in the SelfCare System. It only takes the following steps:

• Find the original transaction in the Open Batch or Closed Batch section of our SelfCare System. You can use one of the filters to find a transaction or click on a batch date stamp to open transactions if you know the exact date of the transaction.
• Click on a time stamp of a transaction you want to refund to see the full details and there is a “Refund” button at the bottom of the page.
• Click on the Refund button and fill both new fields: Amount and Reason. By default, you can refund up to 100% of the original transaction value (this is called the max refund percentage and it can be changed as needed by contacting Support).
• Click “Submit” button to confirm the refund.

A Void is the cancellation of a previous sale that has not yet been settled/batched. A void can only be performed on transactions in the Open Batch. The original sale transaction is effectively removed from the batch of transactions to be settled, but will still appear with a status of “Void”. Once a transaction has been voided this action cannot be undone.

Processing sales transactions using Virtual Terminal is very simple and takes only a couple of seconds. To process any transaction you need:

• Ensure that you are using the correct Terminal ID. Terminal ID is displayed in the right top corner of the SelfCare , just beside Logout button.
• Then go to “Sale” section under Virtual Terminal menu Complete all the fields including drop-down lists for Card Type and Expiry Date.
• Ensure all details are correct and then click on “Perform Sale” button at the bottom of the form.

A Referral B means that the bank requires more information before they can approve the transaction. This is only relevant for Virtual Terminal (Telephone & Mail Order) transactions, and in the eCommerce environment it's treated as a decline.

If you are getting a “Referral B” response for a Virtual Terminal transaction then you should contact your acquiring bank immediately, because once these transactions settle, they can no longer be completed. They'll ask you for the transaction details and then give you an Authorization Code, which you can type into our SelfCare System.

Your acquirer should have provided you with the relevant “referral phone number” to call them in regards to these queries. Please note that we do not have access to these contact numbers.

The Payment Gateway does not receive the underlying reason(s) for transaction declines. The “Declined” (or “Not Authorized”) text is actually sent by the cardholder’s issuing bank and they do not provide any additional details. Only the cardholder can find out the reason for a decline.

Pickup is the same as a Referral A response and is a type of decline.

Pickup (or Referral A) means that the card has been marked as lost or stolen by the cardholder. In the customer present environment this would prompt the merchant to keep and cut up the card and send it back to your acquiring bank.

Terminal Identification Number, also known as a TID, is a unique number assigned and linked to a specific point-of-sale (POS) terminal or workstation that can be used to identify the merchant operating the terminal during credit card sales transaction processing. This number is required to set up online processing through online payment gateways, and is created and provided by the bank or merchant service provider with which a company has set up a merchant account. The number not only identifies what company is using what specific terminal, but also tracks each POS transaction made at that specific location.

A Shared Secret is a string, chosen by the Merchant, that is used to create a digital signature (referred to as a “hash”) which is provided with every request to and from the payment gateway to ensure the integrity of the transaction data and to authenticate the sender as being the legitimate account holder. It is known by both sides communicating, but is never actually sent, hence why it is called a secret. It is known only by the Merchant and other parties involved and approved by you (i.e. your developer or a member of staff).

A Shared Secret can be a password, a paraphrase, a long number or a string of randomly chosen characters. It must be set up by you or a designated person after we create an account for you for the first time.

Also, please remember that no member of our staff has access to your Shared Secret and we are unable to provide you with your Shared Secret if you forgot it. In that case you must change the Shared Secret directly in the SelfCare System and then update your sites/devices with the new Shared Secret.

If you have multiple TIDs, then each terminal has its own Shared Secret.

The Shared Secret is configured in the SelfCare System (Merchant Portal). To set up a new Shared Secret or to change an existing one, first, login to the SelfCare System.

• Go to Terminal under “Settings” Menu
• Find two fields called “Secret” and “Confirm Secret”
• Enter your new Shared Secret into both fields (those 2 strings must be identical)
• Accept changes by clicking on “Update Settings” at the bottom of the page
• Finally, please confirm that you are sure you want to change the Shared Secret

This is not allowed by Visa and MasterCard.

All available cards are visible under Settings → Cards. If you want to add a new card scheme, you must arrange this with your merchant bank first and then contact our Customer Support. We will add a new scheme for you as soon as it is confirmed by your merchant bank.

All available cards are visible under Settings → Cards. If you want to disable any card scheme, which is currently available on your account, please contact our Customer Support and we will do it for you.