FAQ

The PayOp platform connects you directly to all key payment methods worldwide

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  • What data is required for registration?
    In order to register in settlement aggregator PayOp:
    • Visit site payop.com and click on Registration in the upper right corner.
    • Enter your e-mail, password, which will be used when logging in.
    • You can become familiarized with the conditions of service usage, by clicking the link Conditions and Agreements.
    • Tick, that you agree with conditions of service usage.
    • Click on “I am not a robot”, then click on “Create a new user account”.
    • A letter with a confirmation link will be sent to E-mail you have indicated in 1-2 minutes. Follow the link to confirm your account.
    • Congratulations! You have successfully registered and got the account on the platform.
  • How to change a password?
    To change a password you need:
    • Visit section Settings in your personal account
    • Enter your old password, then enter your new password, confirm of a new password and click on “Save – after that password will be successfully changed
  • How to change customer’s e-mail address?
    Customer’s e-mail can be changed only through the request to technical support PayOp. There is no other possibility to change e-mail.
  • How to enable two-factor authentication?
    To enable two-factor authentication, you have to:
    • Visit section Settings in your personal account
    • Click Two-factor authentication
    • Choose type of two-factor authentication: Is absent or Email.
    • Choose Email and click on "Save"
    • A letter with one-time password will be sent to your E-mail, enter it in the field below and click to save.
    • Two-factor authentication via E-mail will be enabled after confirmation.
  • What is the simplest way of connection/integration, that does not require any special knowledge?
    The simplest way of connection is the usage of checkout page. The details of connecting the form to your site can be found in this Section of Documentation.
  • We would like to connect/integrate internet store to PayOp. What is required to do this?
    The process of connection to PayOp is very simple and consists of 3 steps:
    • Registration of internet store on the partner site PayOp.
    • Approval of internet store by manager and by PayOp Security Service.
    • Data exchange protocol setting.
  • How to make changes of merchant’s data in personal account on the partner site?
    In order to change data, entered when registering, you have to Visit section Settings of merchant’s Control Panel.
  • What is PayOp?
    PayOp is a payment aggregator that authorizes payments processing for your business or personal purposes.
  • How long does it take to connect?
    Once you have registered, you need to pass the verification process in order to set up your account. Then you need to create a project, thereby submitting a request for its verification. Usually, it takes up to 1 working day to review the documents and verify the account. As soon as your project is verified you will be given a public and private key pair which is needed for the integration.
  • What are the benefits of using PayOp?

    PayOp allows clients to quickly connect, start selling products and services online, receive payments easily and conveniently over borders.

    Main advantage of using PayOp:

    • Fast verification process (up to 1 business day);
    • Willingness to cooperate with small businesses;
    • It doesn’t matter where our clients are located. Cooperation is possible with residents of any country (excluding sanctioned countries);
    • Below-market payment processing and withdrawal fees.

    Our unified user interface makes payment processing easy and comfortable:

    • It is possible to accept payments in any of 195 countries (excluding sanctioned countries - i.e., Iran, Sudan, North Korea, Syria, Cuba);
    • We provide the main payments instruments to work with:
      • Internet banking;
      • Bank transfer;
      • eWallets (alternative payment methods);
      • Local cards;
      • Prepayment;
      • Mobile payments;
      • Cryptocurrency;
      • International cards;
      • Cash.
    • We offer a variety of popular payment methods (more the 150), such as Visa, Mastercard, Skrill, UnionPay, Alipay, Webmoney, QIWI;
    • Our clients are able to work with 280 world fiat currencies and cryptocurrencies (Bitcoin);
    • It is convenient to consolidate all of your online payments in one multi-currency account and further withdraw in any currency within the one payment system to any account in any country;
    • We provide real-time currency exchange;
    • You can use invoices to receive payments without a website by sending a link.

    Adding and changing of currency

    • How to add currency to the list of my currencies?
      In order to add a new currency, you have to:
      • Visit section Overview in your personal account – the list of your currencies will be opened
      • Click on “Add currency”
      • Choose currency you are interested in (USD, EUR etc) out of the given list in the pop-up window, and click on "Add currency”.
    • How to change the main currency?
      You can change the main currency.
      Method 1:
      • Visit section Overview in your personal account
      • Click on “Add currency”
      • Choose currency you are interested in out of the given list.
      Method 2:
      • Visit section Settings in your personal account
      • Change currency with the help of point "User’s currency"

      Account verification

      • How to verify an account?
        In order to create a personal account you need:
        • Visit section Verification / subsection Personal in your personal account
        • Fill in all the required fields
        • Visit drawing page and provide all the necessary documents
        • Wait until the checking of all data provided is done (the process of document check usually takes 1-2 working days)
        You can see the status of account check on the page User permission.
      • How to upload documents for account verification?
        You can quickly and conveniently upload documents required for account verification.
        To do this you have to:
        • Visit section Verification in your personal account
        • Choose your account type (Business or Personal)
        • Click on “Upload” and attach the relevant document
        • When the document is uploaded it is sent for checking to customer service
        • When your documents are confirmed, the status will be approved
      • How to form a business account?
        In order to create a business account, you have to:
        • Visit section Verification / subsection Companies in your personal account
        • Fill in all the required fields
        • You can become familiarized with the conditions of service usage, by clicking the link Terms and conditions.
        • Tick that you agree with conditions of service usage.
        • Switch to the documents page and provide all the required documents
        • Wait until the checking of all provided data is completed
        You can see the status of account checking on the page User permission.
      • What are the actions if account is suspended?
        If your account is suspended, you have to contact our customer service to investigate circumstances of suspension and discuss further actions to be taken.

        Finances

        • How to activate payment method
          PayOp offers a great number of payment methods. These are credit cards, electronic currency, bank transfer, prefunding, cash, mobile bill payment. Then you have to and click on a slider in front of required method. To activate payment method, you have to:
          • Visit section Payment methods in your personal account
          • Choose a method you need and activate it with the help of slider.
          • Payment method activation request will be considered by the moderator within 1-2 working days.
          • When request is considered you will get the result on your e-mail, you will also be able to see it in the section Tickets in your personal account.
        • What are the types of commission fee?
          There are 3 types of commission fee:
          • General adjustment – is meant for all payment methods in one click
          • Credit/debit cards commission fee is a separate management of commissions for transactions with cards.
          • Alternative payment methods commission fee is a management of commissions for transactions with alternative payment methods (i.e. electronic money)
        • How to customize the commission fee?
          For customizing commission, you have to: Visit section Payment methods / subsection Commission fee in your personal account
          There is a possibility to manage it in your personal account on this page:
          1. General adjustment
          is a customizing of commission fee for all payment methods. Moving a slider in a scrollbar you can customize commission fee and find out how much in percentage terms you will pay (merchant) and how much a client (customer). For example: “Merchant will pay 43% while customer will pay 57% of general charges”:
          2. Credit/debit cards commission fee
          is a customizing of commission fee only for credit/debit cards. If you customize commission fee in this section, then “General adjustment” is inactive and is not applied. To customize commission fee particularly for every credit/debit card, you have to:
          • Click on “All payment methods” in this section
          • Customize commission fee particularly for each type of card
            Pay your attention! when it comes to individual customizing of commission fee, “General commission fee” and “Credit/debit cards commission fee” are inactive and are not applied.
          3. Alternative payment methods commission fee
          is a separate management for alternative payment methods. You can customize the same commission fee for all methods as well as individually for every single alternative payment method. To do this:
          • Click on “All payment methods” in this section
          • Customize commission fee particularly for each payment method
            Pay your attention! When it comes to individual customizing of commission fee, “General commission fee” and “General adjustment of commission fee for alternative payment methods” are not active and are not applied.
          More information on management of merchant’s commission fee could be found in the Section of Documentation.
        • Is it possible to reduce hold time?
          Holds and commission fee will be reduced in case of effective cooperation. We are always happy with our customers’ business development
        • How to find a necessary transaction?
          To find a necessary transaction you have to:
          • Move to section Transactions in personal account – transaction list is displayed on this page
          • Enter one or a few parameters for transaction search (range of dates, amount of money (maximum-minimum), payment system, currency, project, ID transaction)
          • Click on “Filter”
        • What are the types of balance and what do they imply?
          There are 4 types of balance:
          • Available balance is a balance which is available for withdrawing. If you have gone through verification process of account, you have an opportunity to make a request for withdrawal out of available balance any time.
          • Reserve balance is percentage of received transactions, that is deducted for the period of 3-6 months. Such a condition is a Standards of Practice in the field of payment processing. Funds will be transferred into available balance on the expiry of 3-6 months.
          • Anticipated balance are funds, which are expected to be transferred into available balance after customer paid for the goods Delay in receipt of funds in anticipated balance is 14 days net.
          • Referral balance is funds which are received when participating in our referral/affiliate program.
        • Where is it possible to see exchange rate?
          To look over exchange rate, you have to:
          • Visit section Exchange rate in your personal account
          • Enter sum of money and currency – exchange rate will be showed
        • How do I withdraw funds from my PayOp account?
          You can withdraw funds to your bank account, credit or debit card or using other payment instruments. To make a withdrawal, you need to:
          • Visit the section Withdraw in your personal account;
          • Choose the payment instrument you want to use for withdrawal;
          • Choose the account number from the list of already verified ones or click on the blue button to add a new one;
          • Enter the amount you want to withdraw and choose the currency;
          • Choose how would you like the withdrawal fees to be charged:
            • from the account - the commision will be added to the withdrawal sum and written off from your balance;
            • from the sum - the commision will be written off from the withdrawal sum;
          • Fill the remaining fields down and send a request;
          • Your request will be considered by the moderator within 1 working day. You can check its status by using the list of withdrawal requests placed at the bottom of the page.
          • When request is considered you will get the result to your e-mail, you will also be able to see it in the section Tickets in your personal account.
          • Note: It usually takes up to 2-3 business days to transfer the funds to your bank account (maximum of 10 days of);
          • Also, kindly be advised that withdrawal is possible only if account is verified.
        • How do I issue a refund?
          To issue a full or partial refund, you need to:
          • Visit the section Transactions > Refund in your personal account;
          • Choose the needed transaction from the list and click “Refund”;
          • Choose the required option for the refund - a full or partial refund. If you want to issue a partial refund, please, enter the required amount in the required field;
          • Press “Confirm”;
          • Your request will be considered by the moderator within 1 working day. When request is considered you will get the result on your e-mail, you will also be able to see it in the section Tickets in your personal account.
          • If the operation succeeded, the funds will be transferred back to the same bank account the payment was made from. If the refund is not proceeded, you can contact our customer support.
          • Note, that your total balance is reflected in the top menu in the currency you have chosen as the main one.
        • What is a chargeback, and why did I get one?
          Chargeback is the return of funds to a consumer, initiated by the issuing bank of the instrument used by a consumer to settle a debt. Specifically, it is the reversal of a prior outbound transfer of funds from a consumer's bank account, line of credit, or credit card.

          A customer might file a chargeback because they:

          • did not make the payment (fraudulent transaction);
          • were charged more than once for something;
          • were charged the amount different from the purchase price;
          • didn’t receive their item;
          • received a damaged or defective item.
          If you receive a chargeback, we’ll let you know via email, you will also be able to see it in the section Tickets in your personal account. PayOp charges a fee to the seller when the buyer files a chargeback with his/her credit card issuer.
        • What should I do if I receive a chargeback?
          • If you receive a chargeback, first contact your customer to determine what was the reason for the chargeback.
          • If a chargeback isn’t a fraudulent request and it’s possible to cancel a transaction, you can make a refund voluntarily. Please, contact our customer support team to proceed with this procedure.
          • If you don’t agree that the chargeback is valid, you can help us dispute it by providing information about the transaction:
            1. Product/service name;
            2. Delivery status;
            3. Customer registration data (name, e-mail, phone number, residential/delivery address, date of birth and any other mentioned information);
            4. Date of registration and order history report for the past 6-12 months;
            5. Documents proving services provision/goods delivery (receipts, invoices, print screens etc.);
            6. Additional information that might be helpful in disputing the transaction (customer correspondence, сopy of documents, etc.)
          Please, send all required information to our
        • Why the payment processing with PayOp is secure?
          PayOP is PCI DSS (Payment Card Industry Data Security Standard) Level 1 v3.2 certified service provider. This is the highest security level available in the payments industry. We use SSL certificates in order to make the information unreadable to everyone except for the server the information was sent to. We monitor all the transactions in order to identify potentially suspicious activities. All our partners have to undergo KYC procedure needed for account verification.
        • Are there any transaction limits with PayOp?
          We do not have such limitations. However, it is important to keep your current transaction statistics in accordance with the numbers indicated when registering and with the statistics of projects similar to yours.
        • How do I manage my referral balance?
          After your partner registration you will start to earn bonuses automatically. All of your profits are reflected in the list placed at the bottom of the page.
        • How many payment methods can I add?
          In most cases our users can add as many payment methods as they need. However, sometimes there could be some limitation depending on the business field, but in this case we will find the most convenient option for you.
        • What payment instruments it is possible to work with?
          We provide the main payments instruments to work with:
          • Internet banking;
          • Bank transfer;
          • eWallets (alternative payment methods);
          • Local cards;
          • Prepayment;
          • Mobile payments;
          • Cryptocurrency;
          • International cards:
          • Cash.
        • What is your policy on taxation of payments?
          We provide information to the regulatory authorities only at the request of a court/ law enforcement agencies.
        • Why do you propose to become a Merchant of Record, if I just need to accept payments on the website?
          Such approach helps us to verify your account and connect to your website faster (usually up to 1 business day) because we are also liable to our payment partners. The bottom line of this agreement in fact is very simple: you give us the right to resell your goods. It is in our own self-interest to switch to more traditional work model and provide only payment aggregation services as a PSP, but this procedure is more complex and bureaucratic.
          If your business develops and trading volume is rising, we are always ready to discuss starting cooperation with you as a PSP, but it required to be agreed with our payment partners.
          Additionally, we can offer more favourable terms to the merchants whose turnover is more than 100000 USD per month.
        • What is the minimum transaction amount?
          It depends on the payment method. However, there is no minimum threshold in most cases. As for acquiring, it is advisable to accept payments from 1USD.
        • How long does it take to withdraw my funds?
          Your withdrawal request will be processed within 1 working day. Depending on the chosen payment method it can require up to 3 business days for the funds to reach your account:
          • Bank Transfer: 1-2 business days (any country and currency);
          • Webmoney, QIWI, Money.Yandex: instantly;
          • Paypal: instantly;
          • Visa/MasterCard: depends on the issuing bank and the country it’s located in - from 5 minutes to 3 business days;
          • Crypto: instantly (in order to withdraw crypto you need to create a request via ticket desk
          Furthermore, we are able to make mass payments.

          Contact us

            Limits

            • Are there any limits for withdrawal and account activity?
              To find out the limits for withdrawal and account activity you have to:
              • Visit section User permission in your personal account
              • Information on limits that are available for your account will be stated on this page.
                Contact our customer service if there is need in limit increase.
            • How to increase limits for withdrawal and account activity?
              You can switch to Business verified account (limit in Business account is more, than in Personal).
              In case of effective cooperation, you can request customer service to increase limits for withdrawal and account activity.
              We are always happy with our customers’ business development.

              Affiliate program

                Common questions

                • I don’t have registered legal entity, can I make a setting of accepting funds on the website?
                  Yes, you can.
                  • If you don’t have legal entity – please, request here.
                  • If you have legal entity – please, request here.
                • How soon the payment information will come to our store?
                  Instantly, when payment is successfully made.
                • Can I connect PayOp to my two business websites?
                  You can connect as many websites as you need.
                • Where I can get full tariff information?
                  You can become familiarized with tariffs here.
                • Is it possible to pay for goods or services with the help of PayOp wallet?
                  No, because PayOp is not a ewallet payment system.
                • How to get a receipt when payment is made through PayOp?
                  We do not issue payment receipt as we are an aggregator of the payment systems.
                  You can create or request payment receipt via payment system used to make payment.
                • How to create a project?
                  In order to create a project, you have to:
                  • Visit section Projects in your personal account
                  • Fill in all the required fields and send it for verification.
                  As soon as project is approved the project status will be “verified”.
                • Why do we need projects?
                  Projects are primarily intended to correctly identify and confirm requests that come from your server to PayOp server.
                  Public key is used for identification and secret key is used for confirmation.
                  You can find these keys in your merchant’s administrative panel on the Projects page.
                • I want to close my account. What happens to my personal data when my account is deleted?
                  If the client terminate their account, we will remove his personal information. However, there are exceptions to the “right to be forgotten”. For instance, when it comes to our services we must keep track of who is involved in transactions to be able to prevent money laundering and criminal activity. We also need to keep track of transactions in order to support client if any issue would arise. Certain legal obligations prevent us from immediately deleting parts of your data. These obligations derive from accounting and tax laws, banking and anti-money laundering laws, but also consumer rights laws.
                • Is my personal information protected?
                  According to our privacy policy, only authorized employees have access to the client’s personal information. Such employees undertake duty to strictly observe the confidentiality and prevent unauthorized access of third parties to the personal information and other client’s data. When an EU/EEA-based user/customer purchases the products/services through our website, we will be their Data Processor and Controller, in accordance with the GDPR.
                • What countries your service is available in and what currencies do you work with?

                  It doesn’t matter where our clients are located. Cooperation is possible with residents of any country (excluding sanctioned countries).

                  Our clients are able to work with 280 world fiat currencies and cryptocurrencies (Bitcoin).

                • Why verification procedure is required?
                  In accordance with the international anti-money laundering standards, PayOp requires its clients to submit identification documents to verify their identity. The purpose of the Know Your Customer (K.Y.C.) procedure is to protect you against identity theft, money laundering, terrorism financing and financial fraud. It will also help us process your transaction faster and with higher security. You can read on our AML Policy here
                • What account types verifications do you have?
                  You can create and verify a personal account if you are an individual entrepreneur or you can verify a business account if you have a company. To verify a personal account less documents are required. However, you will get some profits in case of business account verification (e.g. transaction and withdrawal limits are higher)

                  Integration

                    Invoices

                    • How to issue an invoice?
                      To issue an invoice you have to:
                      • Visit section Invoicing in your personal account
                      • Choose invoice template out of earlier created by you with the help of the button “Choose a template” or click “Issue an invoice”
                      • Fill out invoice form and click on “Generate invoice”, - invoice will be created but will not be sent to the receiver.
                      • Click on “Send” - receiver will get a letter with invoice to be paid to the e-mail provided.
                    • How to customize commission fee for invoice?
                      You can put part of duties and fees on a customer, or reserve the right to pay duties and fees of a settlement aggregator PayOp, in such a case, customer will pay service fee without interest.
                      To customize commission fee for invoice you have to:
                      • Visit section Invoicing / subsection Invoicing in your personal account
                      • Click "Invoicing"
                      • Customize commission fee (%) for invoice to be paid by moving a slider.
                    • Is it possible to add discount to invoice to be paid?
                      You can give discount to invoice to be paid.
                      To do this you have to:
                      • Visit section Invoicing / subsection Invoicing in your personal account
                      • Click "Invoicing"
                      • Fill in all the required fields in a form.
                      • Specify the required amount of money.
                      • On the right side you can enter an amount of discount, you want to give in percentage or in currency.
                    • May I issue one invoice for a few customers?
                      You have an opportunity to issue one invoice to several customers in a single session.
                      To do this you have to:
                      • Visit section Invoicing / subsection Invoicing in your personal account
                      • Click on “Invoicing” or “Templates”
                      • Click on “Mass customers” at the bottom of the page and enter customers’ email, you want to issue an invoice.
                    • How to activate/deactivate invoice?
                      To activate/deactivate invoice you have to:
                      • Visit section Invoicing / subsection Invoicing in your personal account
                      • Choose the required invoice.
                      • Make activation with the help of a slider in a scrollbar "Activate" or "Deactivate" this invoice
                    • Is it possible to re-forward invoice?
                      You can send invoice more than once, to do this you have to:
                      • Visit section Invoicing / subsection Invoicing in your personal account
                      • Choose the required invoice in the list.
                      • Click on the icon with an arrow in the column “Repeat”
                    • How to download an invoice to be paid?
                      To look over/download invoice to be paid, you have to:
                      • Visit section Invoicing / subsection Invoicing in your personal account
                      • Choose the required invoice in the list.
                      • Click on “PDF” link in the column “ID” – invoice will be opened in PDF file. You will be able to look over and save it.
                    • How to look over a payment page on the invoice to be paid?
                      So as to look over a payment page on the invoice to be paid you have to:
                      • Visit section Invoicing / subsection Invoicing in your personal account
                      • Choose the required invoice in the list.
                      • Click on “Copy link” in “ID” column.
                      • Next you have to paste this link in a search box and follow it.
                      • Paste copied link in the address window of the browser in a new window or in the tab and follow it – payment page of the chosen invoice will be opened.
                    • How to create a template?
                      In order not to fill invoice manually with data that is repeated, it is possible to use templates.
                      To create a template, you have to:
                      • Visit section Invoicing / subsection Templates in your personal account
                      • Click on “Create a new invoice”
                      • Fill invoice properly with required data.
                      • Save a template.
                      Now you can create invoice on the basis of a ready template.