Got a question about your account? Need a quick response? To help you, we have compiled a list of the most common questions our clients ask (whether it be around integration, settlement or your back office Extranet), for you to refer to.

Can't find your question below? Help is at hand. Contact our Merchant Services team via email and we can help you with your query.

Service FAQs

What support do you provide?

Email and telephone support are available during 9.00 – 5.30 Monday to Friday. Emergency Out Of Hours is also available. For general & technical inquiries our support team can be reached at

Do you provide fraud detection?

We have a number of tools to aid fraud detection and protect the merchant:

  • AVS address verification and CVV2 (dependent on acquirer)
  • Support for 3D Secure standards incorporating Verified by Visa and MasterCard SecureCode
  • Inclusive protection from the 3rd Man screening service
  • Fraud Toolbox available on Gateway freedom product at additional cost

Can I sell by subscription?

Your account can be set to take repeat transactions over any time period for the same amounts. You can also take additional payments from customers for subsequent orders without needing their card details.

How do I refund a customer?

By using your account login to our server you can manually refund part or full transactions, alternatively, these can be partially automated using our Gateway Freedom solution.

Is there a micro payment facility?

There is no limit on our Gateway Hosted solution. Our Gateway Freedom service must be set to £1/ €1/ $1.

Can my customers pay in their own currency?

Yes, they can by using, however, not all of the banks support multi currency payment processing. Please contact your acquiring bank for details.

Is it secure? provides all the security required for the transmission and storage of card details using SSL, encryption minimum 128 bit and firewalls. Our Gateway Hosted solutions are PCI DSS certified and all of our products support 3D Secure (Verified by Visa & MasterCard SecureCode).

What are your terms and conditions?

We have an initial 12-month contract, with a 3-month termination clause thereafter. Please refer to our Gateway Standard Terms of Business

Which cards can I accept? supports MasterCard, Visa, and their derivatives as well as Maestro, Delta, Visa Debit, Solo and JCB depending on which acquiring bank you are using. American Express and Diners Club require an Internet Merchant Account with them.

How long does it take to become a customer?

Registration with takes about 5 minutes! However, we do need 1-2 working days notice for setting up with the bank before you can take live transactions.

When do I receive the money?

This is dependent on your acquiring bank that you got your Internet Merchant Account with. Please contact your acquiring bank to check their settlement terms.

Can you set up an Internet Merchant Account for me?

Yes, we can. We help many start-up businesses secure an Internet Merchant account. All of our +IMA solutions include an Internet Merchant Account as well as the Payment Gateway.

Please contact our sales team for more information.

Which Bank must I have an Internet Merchant Account with?

We currently clear through; First Data Merchant Services (formerly HBOS), JCB, American Express, Paymentech and Diners Club.

What do I need to take card payments?

To begin you will need to register an account with You will also need an Internet Merchant Account from one of the acquiring banks we authorize through. For new business, we can advise you as to the most appropriate bank and how to approach them.If you are finding it difficult to secure an Internet Merchant Account bank then contact us as we can arrange one for you with our +IMA solutions.

Customer Service FAQS

What is my account name?

Your account is given to you when you register and is stated as your Account ID. This needs to be quoted on all correspondence so that we can locate your account and deal with your request efficiently.

How do I reset my password?

If you need to reset your password before it has expired, then you can do this by logging into your Extranet back office (SECNet) and amending it yourself. For security reasons, we reset our passwords on your back office every 90 days. Log into your Account now. (Your logins were sent to you in your welcome email) and follow the prompts. Your new password will be emailed to you which you will have the opportunity to change to something more memorable.

How do I activate my account?

To activate your account you will need to send an email to and request your account to be activated. You will need to quote your Account ID, the name of your merchant bank and your Internet Merchant Account number which your Merchant Bank will have issued you with.

How long does it take to activate my account?

This is dependent on your acquiring bank, please contact them for further details. We log the request once it has been received but it will depend on your individual bank.

How do I add additional currencies to my account?

If you require additional currencies added to your account then you will need to contact your merchant bank in the first instance requesting these additional currencies. You will need to contact us at requesting these currencies are added to your account and provide us with additional Internet Merchant Account numbers that your merchant bank has issued you with.

I have a query on integration?

If you are experiencing any problems with integration then you should email our support team. Alternatively please refer to our Technical FAQs below.

Can help me prevent chargebacks on my account? provide our clients with 3D Secure - the authentication system from Visa and MasterCard (Verified by Visa & MasterCard SecureCode). The systems help to ensure that the risk of fraud stays with the card issuer, rather than the merchant, and add an extra level of security to all online transactions between merchants and their customers. You should contact your merchant bank to see whether they apply any additional fees for this service and verify which card types are covered by this scheme with them. To find out further details about 3-D Secure click here

How do I get the card details of the possible fraudulent transaction (code 10)?

If you suspect a transaction is fraudulent you can obtain the card details from us by contacting You will need to quote your Account ID and the details of the transaction. Once you have the card details you will need to contact your merchant bank who will be able to provide you with further information.

Financial FAQs

How do I pay my set-up and registration fee?

Payment must be paid up front via a credit or debit card.

How do I pay my monthly invoice?

Monthly invoices can be paid as follows:

  • By setting up a continuous authority; you will need to contact us with your credit or debit card details which we will enter into our system, when your invoice is produced and sent to you it will state PAID on it.

Who do I need to contact to find out where my money is?

When you need to see where your transaction funds are you will need to contact your merchant bank as they settle your funds, do not handle any monies, this is all done between you and your merchant bank.

Technical FAQs

Where can I find documentation for integrating with

Below is a list of links to documentation for all of the integration technologies available:

  • Gateway Hosted Integration Guide

Is there a message that I can use to reassure my customers that their transaction will be secure?

You can find a security message that can be used on your website or can be linked from your website here

Where can I find more information, is there a user manual?

If you can't find the information you require in these FAQ's or the user manual, you can contact us directly.

I am having problems with the email parameters.

When passing the email setting parameters, please can you either pass them all as individual form fields, or all of options parameters. You cannot play mix and match. If any of the email parameters are sent separately from the options parameters, they will overwrite the mail settings in the options parameters.

I haven't received a confirmation email for one of my transactions.

We do not send any email on a transaction you have to login to your gateway to view.

What does the "insufficient virtual circuits" error message mean?

The "Insufficient Virtual Circuits" message occurs when the number of concurrent transactions queued to process on your virtual terminal exceeds the timeout period allowed to complete any one transaction. Under normal circumstances, it will only occur if you are processing lots of transactions at the same time. If this becomes a persistent problem, you will need to discuss increasing the number of virtual circuits available from us. This may involve additional costs.

How can I refund a transaction?

Refunds can be done by going to the user login area of the site. Follow these steps:

  • Enter your username and password.
  • Select 'View Transactions'.
  • Change the report type drop down to 'Statement'
  • Enter the date of the original transaction in the format 'yyyymmdd' into the criteria field.
  • Click on 'view transactions'
  • Locate the transaction you wish to refund, and click on the 'Refund' link next to the transaction.
  • This will take you to a screen where you may change the amount to refund.
  • When you are happy with the amount to be refunded, click on the 'refund' button.
  • After a short while the statement report should appear with the refund showing.

How do I defer payments?

There is an extra option available, namely 'deferred', if set to true then the payment will be authorized for one currency unit (e.g. 1 GBP) and held on our database as deferred. It can later be released either through the statement on the secure merchant transactions viewer or remotely using SECVPN (both of which require an extra password to do this).

When released it will be authorized again for the full amount and queued for clearance to your bank account if authorized. Note it is possible (especially if a long time has passed) for the release to fail though this is not very common, so don't ship goods until the release has been done successfully. In summary put deferred=true in the comma delimited list of options (i.e. in the value field of the form parameter 'options').

How can I test my site?

Testing your site communicates with correctly and returns appropriate responses you may set a flag in the 'options' parameter as follows:

  • test_status=true will test a successful transaction
  • test_status=false will test a failed transaction

These tests take place without contacting the bank for authorisation. Please remember to remove the flag when going live.

How do I change what appears on a customers credit card statement?

What appears on a customers credit card statement is defined by your acquirer (Bank). If you need to change this, you will need to contact them and ask them to change the details to the reference on your account.

Can I modify the payment form? support full customization of the card input screen. To do this, you will need to take our template, modify it, and then request a login to upload this to our secure server along with any images that you reference within the form. All images must be referenced with a full URL in the format[ merchant id]/[imagename] The template itself must be referenced as[ merchant id]/[template name] Note: the ability to customize the template is not available to 'Gateway Hosted' customers.

Cardholder FAQs

You have taken money from my card for goods I have purchased through your website, and I want a refund.

Any goods purchased through'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. You will need to contact the company directly, please refer to the company contact details on their website.

I am a customer and I have not received my goods I ordered through your website.

Your order is the responsibility of the company you have purchased from and you will need to contact them directly, please refer to the company's contact details on their website.

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