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 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 sales contact at your KBC Branch in order to create a new account.

     

  • How can I change my PSPID name?
     

    If you have a test account, you can change your PSPID (payment service provider ID) name when your account is being moved to production environment. 
    If you want to change the PSPID name for an existing production account, please contact your sales contact who will open a new account for you. In fact the PSPID name of your existing production account cannot be changed, but a new account with a new name can be opened for you. Please note there might be a fee charged for this service.

    The PSPID name of your existing production account cannot be changed, but a new account with a new name can be opened for you.

    Please note there will be a fee for this service.

  • How do I assign a new contact person to the Paypage account?
    Please contact the administrator of your account in order to log in the Back Office and add a new contact person. They can do it by going to Configuration > Account > Your administrative details. If they cannot log in, they can contact our Customer Care department .
  • How can I get a production account?

     

     

    If you want a production account, please send an e-mail to your sales contact or epay@kbc.be.

     

     

  • 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 Paypage 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 epay@kbc.be.

    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 have an account without CollectPaypage or to privacy@fs.ingenico.com if you have a Collect account.
    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.



    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 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 long will it take to activate my production 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. 

  • What payment methods are supported by Paypage?

    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)
    • Maestro
    • MasterCard
    • Visa
    • V Pay

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

  • Does Paypage support Shopping Cart solutions?

    Yes, we do support Shopping Cart solutions.  You can contact your sales contact by phone/e-mail to request more information.



  • How does Paypage maintain security and compliance?

    Paypage 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 Paypage account.


  • What is the Back Office?

    The Back Office is the secure website where you manage your Paypage account. Once you have logged in, you can check and edit your administrative details, manage your payments, 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), if needed, 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. Please note that the API user is not able to log in to the Paypage Back Office.

  • What is phishing?

    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 e-mails, 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 e-mail 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 e-mails.
    • It is very easy to fake a sender's address: the author of the e-mail you receive is not necessarily the service provider you believe it to be.
    • Do not reply to e-mails asking you to enter personal data. Service providers such as Paypage, banks, credit card issuers, etc. will never ask you to disclose your password, credit card number or other personal information by e-mail.
    • 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 Paypage platform) or look for it in your Favourites. Links contained in fraudulent e-mails 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 e-mail, 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 e-mail address to notify any such attacks. For example, if you receive a phishing e-mail relating to Paypage, send it to secure4u@kbc.be.
    • 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 e-mail, do not delete the e-mail, since it contains, hidden in the header, the information required to trace the source of the attempt.

    Paypage and communications:

       
    • Paypage will never ask you to disclose your personal financial data or other personal information (password, credit card number, bank account number, etc.) by email.
    • Paypage will never request any merchant to perform a payment operation (please note, however, that in some specific cases when you have reached out to us for an ongoing transaction issue, we can ask you to perform again the failed operation).
    • Paypage will never disclose by e-mail any full credit card number.

    Payment Confirmation e-mails sent by the Paypage platform will never contain any attachment.

  • 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 Paypage, 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.

  • What is a merchant account?

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

    A merchant account enables you to authorize and 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. You are able to activate several payment methods, 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.

     

  • What is Full Service?

    With Paypage you can 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 account, your  payment methods will be preconfigured with the affiliation details of Ingenico Financial Services so for each transaction received, they will be able to route the money directly into your merchant account.

    As the payment process with Full Service is the same as the normal payment process, transactions with Full Service will work perfectly with any shopping carts that support Paypage 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 Paypage's payment processing services, using the latest Magento Extension. For other integration, there might be an additional cost due to f.ex. development required at your side or external party.

    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.

  • 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. 

  • 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 Paypage 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 your sales contact.

  • Where do I find my transactions?

    In your Paypage 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.

  • 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.

  • 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.

    Contact your sales contact or epay@kbc.be for this.

  • 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.

  • 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.

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

    You can only perform refunds on transactions which have already received status 9 for at least 24 hours. A cancellation or deletion can be done within approximately 24 hours after final status has been received (status 9 or 5).

    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, 92 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 Paypage 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.

  • Why has Visa been activated in my account, but not MasterCard yet, 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.