SECPay Limited - A PayPoint plc Group Company
Before contacting SECPay customer service team, the following information may allow you to resolve the problem or query yourself. If your query is not covered in the below questions and the answer can not be found on our website please feel free to contact our customer service team.
What is my account name?
Your SECPay account is given to you when you register and is stated as your SECPay merchant 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 the SECPay site and amending it yourself.
If your password has expired or you have not logged in for at least 4 weeks, then you will need to send an email to admin@secpay.com requesting a password reset and quoting your SECPay merchant id. One of the Customer Service team will telephone you, confirm some security questions with you and then issue you a new password.
How do I activate my account?
To activate your SECPay account you will need to send an email to admin@secpay.com and request your account to be activated. You will need to quote your SECPay merchant 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?
The length of time it takes to activate your SECPay account depends on your merchant bank. The maximum length of time is 3 working days.
The only time this will take any longer is if there is a problem with the information supplied to us and the information held by your merchant bank. You will need to ensure that both SECPay and your merchant bank have the same sort code and bank account details and that the internet merchant number issued by your merchant bank is set up for SECPay. If the bank details are incorrect then it can delay the process by up to 3 working days, if the internet merchant number is not set up for SECPay then this could delay the process by at least 2 weeks.
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 and then you will need to contact SECPay at admin@secpay.com requesting these currencies are added to your SECPay account and give any additional information the merchant bank may have issued you with, such as additional merchant numbers.
How do I pay my set-up and registration fee
Payment can be made at the time of registering via a credit or debit card, or by cheque.
How do I pay my monthly SECPay invoice?
Monthly SECPay invoices can be paid as follows:
by bacs transfer.
by cheque quoting your invoice number and SECPay merchant id on the back. This should be posted to the address on the top of the invoice.
by manual payment through your SECPay website.
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 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, SECPay do not handle any monies, this is all done between you and your merchant bank.
Useful Merchant Bank Helpline Numbers:
BMS: 0870 6060060
A&L: 0845 8500195
HSBC: 0845 7023344
LLOYDS TSB: 01268 567100
STREAMLINE: 08457 616263
DINERS CARD: 0800 3892224
BANK OF SCOTLAND: 01268 567105
I have a query on integration?
If you are experiencing any problems with integration then you should contact our support team on 08701 904146.
Can SECPay help me prevent chargebacks on my account?
SECPay provide it's merchants 3-D secure, free of charge - the authentication system from Visa and MasterCard. 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 SECPay 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 possible fraudulent transaction (code 10)?
If you suspect a transaction is fraudulent you can obtain the card details from us by contacting admin@secpay.com . You will need to quote your SECPay merchant 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.
You have taken money from my card for goods I have purchased through your website, and I want a refund.
Any goods purchased through SECPay'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 webite.
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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