Faqs Detail

Technical support

Among banks and payment processing companies, retention of the rolling reserve or also called security deposit is a common practice. The amount, which is saved by the payment processing service provider to cover the risks of refunds and chargebacks depends on the level of risk attributed to each e-commerce activity.

By clicking on "Billing" < "Rolling Reserve" section on left-side menu, the user can obtain all the information about his rolling reserve with the exact amount that has been withheld from his account and the date of its release.

How can I recuperate my old invoice?

All old invoices generated by our payment gateway are stored in the "Billing" (left-side menu) <"Paid invoices" section. The user can always download it, review all the data and save on his device.

Invoices for payment processing services

At the end of each billing period our payment gateway automatically generates an invoice taking into account all sales made by the merchant during this period, commissions, refunds and chargebacks. The customer can find all his invoices in the section "Billing" (left-side menu) <"Invoices".

How can I see information about chargebacks?

The information about all chargebacks filed by your customers can be found in the section "Transactions" (left-side menu) <"Chargebacks". For your convenience the page where all chargebacks are listed has a search engine where you can filter all chargebacks by amount, date, transaction ID, payment status, country, description or customer name and locate the necessary transaction in a few seconds.

How can I see all refunds requested by clients?

Information about refunds requested by your customers is listed in "Transactions" (left-side menu) <"Refunds" section. For your convenience the page, where all the refunds are listed, has a search engine that can be used to filter all refunds by amount, date, transaction ID, payment status, country, description or customer name and locate the necessary transaction in seconds.

How to locate a payment made by my client?

The information on all transactions made by your business and payments made by your clients is can be found in "Transactions" (left-side menu) <"All transactions" section. On this page you can find all the information related to your client, the sales your merchant made and the payment statuses.

For your convenience use the search engine where you can filter all transactions by amount, date, transaction ID, payment status, country, description or customer name and locate the necessary payment made by your client within few seconds.

Where can I see the total of my sales?

On the main page of the payment gateway app users can find all the information related to their sales: net balance and gross balance. This information can be found for current period, las week, last quarter, last month or last year. In addition, the dashboard collects information about chargebacks and refunds, rolling reserves and commissions that the customer has to pay at the end of the billing circle. At the bottom of the main page of the payment gateway, the customer can locate all their sales on the map, a very useful information that can be used by the merchant when creating a marketing strategy for his online commercial activity.

Another option that the client has to find more information about the total sales of a specific period is entering the section "Transactions" (left-side menu) <"All transactions". In the search engine that we have created for your convenience you can choose specific dates of the period that interests you and after clicking on the "Search" button you will get all the sales made in the period of time you have chosen.

How can I generate an e-mail pay?

In our payment gateway the users have two options to charge their customers by e-mail. In order to generate an e-mail pay the merchant does not need to have a website, but only generate a personalized e-mail with the information of the customer who is going to make the payment.

Once the recipient's e-mail and "Subject" have been filled in, the user has two options in order to generate an e-mail pay:

The first option: when the merchant wants to charge his client a fixed amount.

In this way the customer of the merchant will not have to enter the amount he has to pay but only his personal data. Depending on the level of risk attributed to each merchant, the form that your customers will have to fill out may contain more or less fields. Once the fixed amount is entered, the user has to click on the “Generate e-mail pay” button, verify that the generated e-mail corresponds to his request and click on “Send”.

The second option: when the merchant allows his clients to fill in “Amount” field.

This option allows the customer to enter the amount he wants to pay. Unlike the first option, this type of e-mail pay allows the merchant to charge different amounts to several customers. To generate this type of e-mail pay, the user must leave the “Amount” field blank and click on “Generate e-mail pay” button, verify that the generated e-mail corresponds to his request and click on "Send".

How can I generate a payment button?

To generate a payment button our customer has to choose the option "Generate" in the left-side menu <"Payment button" in its submenu. The payment button is used to facilitate the purchase process on a merchant's online store. By clicking on this button and, as the next step, by entering his credit card details, your customer will be able to make a purchase in less than a minute.

The user has two options to generate a payment button:

The first option: when the merchant wants to charge his client a fixed amount.

In this way the customer of the merchant will not have to enter the amount he has to pay but only his personal data. Depending on the level of risk attributed to each merchant, the form that your customers will have to fill out may contain more or less fields. Once the fixed amount is entered, you will have to fill in the fields, such as button color, text color, button text and click on “Generate payment button” button. The HTML code that will appear in the lower window of the page has to be integrated into the code of the merchant's website with the help of a programmer.

The second option: when the merchant allows his clients to choose the amount he will pay.

This option allows your clients to enter the amount they will pay. Unlike the first option, this type of payment button allows the merchant to charge different amounts to several customers. To generate the payment button without a fixed amount, the user must leave the “Amount” field blank and fill in only the fields: button color, text color, button text. Then click on “Generate payment button” button. The HTML code that will appear in the lower window of the page has to be integrated into the code of the merchant's website with the help of a programmer.

Regardless of the option that has been chosen to generate the payment button, the user of our Virtual POS gateway can choose the text that will appear on the button and customize it according to the corporate colors used on his website.

How can I generate a payment link?

To generate a payment link our customer has to choose the option "Generate" in the left-side menu <"Payment link" in its submenu. By clicking on this link and, as the next step, by entering his credit card details, your customer will be able to make a payment in less than a minute.

The user has two options to generate a payment link:

The first option: when the merchant wants to charge his client a fixed amount.

In this way the customer of the merchant will not have to enter the amount he has to pay but only his personal data. Depending on the level of risk attributed to each merchant, the form that your customers will have to fill out may contain more or less fields. Once the fixed amount is entered you will have to click on “Generate payment link” button. This link can be sent to your clients and, once opened in any browser, used to charge fixed amounts.

The second option: when the merchant allows his clients to choose the amount he will pay.

This option allows your clients to enter the amount they will pay. Unlike the first option, this type of payment link allows the merchant to charge different amounts to several customers. To generate the payment link without a fixed amount, the user must leave the “Amount” field blank and click on “Generate payment link” button. This link can be sent to your client and, once opened in any browser, used to charge non-fixed amounts.

How can I change my password?

To change the password you must enter “My profile” page. On the right side of the screen you will see several fields that will help you to change the password.

Enter current password in "Current password" field.
Enter new password in "New password" field or use a password generator by clicking on “Generate” button. This password generator meets all the requirements of the payment gateway password. Just copy and paste new generated password.
Confirm new password by filling in the “Confirm new password” fields.
Check the box "I have saved the new password in a safe place" before saving the changes. Otherwise the system won't let you to proceed with the process. It is very important that you keep the password in a secure place for security reasons.
Click "Submit" to complete the process of changing your password.

Where can I see my profile page?

To view your profile page you have to click on the avatar icon in the upper right corner and choose “My profile”.

How can I change my personal information?

In order to make any changes to the information provided by you in the registration form, it is necessary to contact PayOK team and indicate which information has to be changed. The client can not make any changes by himself. It is mandatory that the client justify the reasons why he wants to change the information.

Where can I see all notifications and alerts?

You can review all notifications, alerts and history of your activities by clicking on the bell icon in the upper right corner. On a drop-down menu click on “See all notifications” you will be taken to another page with the list of all activities, such as login, transaction notice, password changes etc. For your convenience you have the search engine where you can filter all notifications by activity and date.

How to change language in payment gateway dashboard?

In order to change the language in the dashboard of payment gateway, click on the current language (in the upper right corner) and select another language you want to use.

How can I reset my password?

To reset the password, please follow the steps below:

On the Login page introduce you Passport or ID number.
On the next page click on "Forgot your password?"
Enter your email in the new window and click on “Continue” button.
Check your email box and look for an automatic email “Reset password”.
Open the email and click on the "Reset password" button.
In the new window enter your e-mail with which you made the registration and the new password.
Click on the "Confirm" button.

Congratulations! Your password has been reset. From the Login page you can access your dashboard using the new password.

What does the pending payment status mean?

Pending payment is a status of the transaction made by the customer of a merchant.

Each transaction, regardless of whether it is authorized or not, is recorded in the list of transactions on our payment gateway. A transaction obtains a Payment pending status in the following case:

The merchant has generated a payment link (or payment button / e-mail containing a link) and the customer has opened this link to fill in the necessary information and make the purchase. However, the client has not completed the authentication process or has not entered the data of his card and as a result did not proceed with the purchase. In this case the purchase process has been started but has not been completed, it is in a pending state.

There are several reasons why the customer decides not to continue with the purchase. It may be that he has changed his mind or just been interrupted and will resume the purchase process later.

Why am I getting "Transaction Cancelled" status?

Transaction canceled is a status of the operation performed by the merchant's customer. In general there are several reasons why a transaction made by the customer ends up canceled or rejected. When accepting credit card payment, each bank involved in the process follows its protocols and rules that automatically detect if a transaction can be accepted or canceled.

In the list of transactions, presented in our payment gateway, the user, approaching the cursor of the mouse to the status of the transaction, can see the code and the interpretation of the error that may have occurred when charging the customer.

Some of the reasons why a transaction may be canceled is: there are not enough funds, the wrong PIN code or the issuing bank has rejected the transaction because it cannot authenticate the cardholder. The latter can happen when the card is used without the owner's knowledge or has been appropriated against his will by third parties and used in fraudulent transactions. Whatever the reason for which transaction has been Canceled or rejected is, our user can decide whether or not to contact his client to communicate the reasons of the problem.

What does "Successful transaction" mean?

Successful transaction is the status of operation whose result is the payment of the amount paid by the customer in favor of the merchant. The request for payment authorization involves the process of verifying credit card data, available funds and the authentication of the holder.

In order for the payment gateway to confirm the status of a successful transaction, the acquiring bank has to connect with the brand of the card with which the payment is made and in its turn it has to verify with the issuing bank if the transaction can be authorized, obtaining a status "successful".

Once the transaction has been authorized the money goes to the bank account of the POS and from there to the merchant.

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Technical support

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