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Ingenico support

Comment pouvons-nous vous aider ?

Paiements en ligne
Terminaux (en boutique)
Dites-nous en plus sur vous
Propriétaire de boutique en ligne/Marchand
Nous sommes une société de vente en ligne et utilisons Ingenico pour le traitement de nos paiements.
Acheteur/Client en ligne
J’ai une question concernant un achat en ligne.
Revendeur/Intégrateur système
Je suis partenaire d’Ingenico ou souhaiterais le devenir.
Terminaux (en boutique)
Quelle est la nature de votre demande ?
Je suis déjà client

Support technique et administratif pour les marchands ayant un contrat Ingenico/Ogone/Tunz/GlobalCollect actif.

Je ne suis pas encore client

Pour toute demande commerciale et pour commencer à effectuer des paiements en ligne/mobile.

Quel nom de société voyez-vous sur votre relevé bancaire ou sur l’e-mail de confirmation de la commande ?
Ingenico eCommerce Solutions

Ingenico e-Commerce Solutions / Ingenico Financial Solutions / Ogone / Tunz, font à présent partie d’Ingenico

GlobalCollect

GlobalCollect fait partie d’Ingenico ePayments.

Quel est votre lien avec nous ?
Ingenico Partner

Assistance destinée aux Partenaires Ingenico dans le cadre de leur intégration de solutions Ingenico ePayments.

Partenaire prospect

Demandes concernant un partenariat formel avec Ingenico.

Quelle plate-forme utilisez-vous ?
Ogone (PSPID)

Vous avez un PSPID (identifiant d’un prestataire de services de paiement) ou un USERID vous permettant d'accéder à votre compte sur la plate-forme Ogone. Votre PSPID se trouve sur votre contrat ou sur votre facture.

GlobalCollect (CID)

Vous avez un ID marchand pour Global Collect (CID)

FAQs on this topic
What is Ingenico ePayments ?

Ingenico ePayments is the online and mobile commerce division of Ingenico Group. It comprises the following legal entities: Global Collect Services B.V., Global Collect B.V., Ingenico Financial Solutions SA, Ingenico e-Commerce Solutions SPRL, Ingenico e-Commerce Solutions B.V, Ingenico e-Commerce Solutions SAS, Ingenico e-Commerce Solutions GmbH (DE), Ingenico e-Commerce Solutions GmbH (AT), Ingenico e-Commerce Solutions GmbH (CH), Ingenico e-Commerce Solutions Ltd. and Ingenico e-Commerce Solutions Inc. The service offering connects merchants and consumers, by providing the technology to allow our merchants to accept payments for their products or subscriptions sold online. As the respective entities that are part of the Ingenico ePayments division, only process and or settle the payments, any queries related to a website and products sold should be addressed to the company where you made your purchase.

Why do I see a charge on on my bank or credit card statement from Ingenico e-Commerce Solutions ?

As a payment service provider, Ingenico Financial Solutions collects, processes and reports payments on behalf of companies that sell products and services via the internet. These companies have authorized us to debit your account in order to complete your purchase of a product or service. Please note that Ingenico Financial Solutions is not authorized to provide you with information about entries on your statement. For all inquiries about a payment, please contact the company where you made your purchase directly. However, should you need help with identifying the merchant, please use the following contact form to provide us with relevant information so we can assist you further.

Why do I need to confirm my payment with a code ?

This means the bank or financial organization where your card was issued requires you to verify your ID to prevent anyone else from using your credit card - for instance if your card was lost or stolen. If you experience any difficulties during this verification process or if you have any further questions, we advise you to contact your bank or the company who issued your credit card. As it’s your bank that requires you to verify your identity, Ingenico ePayments has no involvement in this process.

How do I know if my payment was successful ?

After you've entered your payment details, you'll normally get an order confirmation message on the screen and/or by email. If you haven't received any confirmation, you should contact the web shop where you placed your order to find out if your transaction was successful. Please note, the Ingenico entities are not authorized to provide you with this information.

For more in dept info, please consult our shopper's FAQ
Pour toute question concernant le statut de votre commande ou de votre demande de souscription.
Questions générales - Qui sommes nous ?

Qui est GlobalCollect/Ingenico ePayments ?

Votre commande

Pour toute question concernant le statut de ma commande ou de ma demande de souscription.

Vos paiements

Pour toute question concernant vos paiements.

Votre relevé de compte bancaire

Pourquoi vois-je GlobalCollect sur mon relevé de compte bancaire ?

Autre

Pour toute question non reprise dans la liste.

Pour quelle plate-forme avez-vous besoin de support ?
Ogone (PSPID)

Vous avez une question concernant le traitement des paiements ou une demande spécifique liée à un PSPID (identifiant d’un prestataire de services de paiement) pour un compte sur la plate-forme Ogone.

GlobalCollect (CID)

Vous avez un ID marchand pour Global Collect (CID) / Vous disposez d’un identifiant marchand pour Global Collect (CID)

Quelle est le sujet de votre question? Faites-en nous part en faisant votre choix ci-dessous.
Votre compte
Moyens de paiement

Questions sur les moyens de paiement, l’activation ou le dépannage.

Facturation Ingenico
Transactions
Prévention des fraudes
Autre

Pour toutes autres demandes non incluses dans les autres catégories.

Vous trouverez ci-dessous la liste des questions les plus fréquemment posées, afin de vous aider à résoudre votre problème.
Web Payment Console

Pour toutes questions sur la Web Payment Console.

Reporting
Services
Test environment
Questions de paiements
Autre
Avez-vous encore une question ? Faites-en nous part en faisant votre choix ci-dessous.
Account
Moyens de paiement

Une question concernant vos moyens de paiement, l’activation de votre compte ou un problème technique ?

Invoicing
Transactions
Prévention de la fraude
Autre
FAQs on this topic
Account activation - How long will it take to activate my 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. Bear in mind that you need at least one active payment method before we can activate your account and it may take your banks and/or acquirers several days to activate a payment method.

Account activation - How do I register with a credit card acquirer ?

When you log in to your Ingenico ePayments account to select payment methods you want to accept, you can also choose the acquirer you want to work with. Ingenico ePayments will send your contact information to the acquirer by email, and they will get in touch with you directly with a contract for you to sign. The time it takes to set up this affiliation will vary. It can take anywhere from 10 days to up to 3 months so we strongly recommend you contact an acquirer as soon as possible. But why not let us take care of it for you and help you save time? Ingenico Full Service allows you to activate many local payment methods all at once, and in several different 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 revenues. Find out more about Ingenico Full Service, or ask admin.ecom@ingenico.com to send you contract information.

Still have a question? Please fill out the form below.

FAQs on this topic
Your Web Payment Console (WPC) access is blocked. What to do?

When you have problems with logging-in to our Web Payment Console, you can make use of the ‘reset password-functionality’. On the login screen you will find the ‘Forgot password?’-button. This ‘reset password-functionality’ will only work in case you have registered your e-mail address in our system before. In case you have not done this before or you still face problems with your access, please use the following contact forms so we can assist you further. Please ensure your 4-digit Contract ID, the environment to which you have access (Production or Staging) and your user name are included.

You receive an IP address related-error. What to do ?

When you receive an IP address related-error when trying to log-in to the Web Payment Console please use the following contact form to provide us with relevant information so we can assist you further. Please include the error message, your IP address (which you can check via www.whatsmyip.com), the environment you try to access (Production or Staging) and your Contract ID or Merchant ID.

You are facing an outage or system alert in one of our systems. What to do ?

In case of an outage we provide our clients with alerts and publish any service related issue on our Web Payment Console (WPC). Please check the News-section to see further details related to outages or service interruptions. If you do not have access, please use the following contact form to provide us with relevant information so we can assist you further. Please include the error message (or a screenshot), the Contract ID or Merchant ID, the name of the system and the time you have discovered the issue.

You have been contacted by a customer who is looking for a payment. What to do ?

We can help you in locating missing payments. Please log-in to the Web Payment Console (WPC) and open an inquiry. You can do this by looking up the customer’s order via ‘quick search’, open the order and click on the Inquiry-button, which is located at the bottom of the ‘Order Summary-tab’. In case you do not have access to Web Payment Console (WPC), please check for a person in your company that does have access to WPC and ask them for assistance. If you do not have access or are unable to resolve your query, please use the following contact form to provide us with relevant information so we can assist you further. Please include as many details of the payment as possible (a proof of payment is preferred).

We are here to assist you. In case you need our help, please use the following contact form to provide us with relevant information so we can assist you further.

FAQs on this topic
You are looking for a Financial Statement or Collection Report. Where to go ?

All Financial Statements and Collection Reports are available on our Web Payment Console (WPC) under Reports/Offline reports. In case you do not have access to Web Payment Console (WPC), please check for a person in your company that does have access to WPC and ask them for assistance. If that does not bring you any further or in case you do have access but you are not able to download the file(s), please use the following contact form to provide us with relevant information so we can assist you further. Please include your Contract ID or Merchant ID and the relevant report(s) and date(s) of the requested report(s).

We are here to assist you. In case you need our help, please use the following contact form to provide us with relevant information so we can assist you further.

FAQs on this topic
You want to expand your existing services, payment products, currencies etc. Who to contact ?

When you want to expand the possibilities of your account, our Account Management team can best guide you through the various options suitable for your business. Please use the following contact form to provide us with relevant information so we can assist you further.

You are facing an outage or system alert in one of our systems. What to do ?

In case of an outage we provide our clients with alerts and publish any service related issue on our Web Payment Console (WPC). Please check the News-section to see further details related to outages or service interruptions. If you do not have access, please use the following contact form to provide us with relevant information so we can assist you further. Please include the error message (or a screenshot), the Contract ID or Merchant ID, the name of the system and the time you have discovered the issue.

You want to speak to an Ingenico ePayments employee. Who to contact ?

We are here to assist you. In case you need our help, please use the following contact form to provide us with relevant information so we can assist you further. In case you are facing business interrupting issues and prefer to speak someone directly, you can reach us 24/7 via our Toll-Free Phone Numbers that are listed on the WPC page.

We are here to assist you. In case you need our help, please use the following contact form to provide us with relevant information so we can assist you further.

FAQs on this topic
Your Web Payment Console (WPC) access is blocked. What to do?

When you have problems with logging-in to our Web Payment Console, you can make use of the ‘reset password-functionality’. On the login screen you will find the ‘Forgot password?’-button. This ‘reset password-functionality’ will only work in case you have registered your e-mail address in our system before. In case you have not done this before or you still face problems with your access, please use the following contact forms so we can assist you further. Please ensure your 4-digit Contract ID, the environment to which you have access (Production or Staging) and your user name are included.

You receive an IP address related-error. What to do ?

When you receive an IP address related-error when trying to log-in to the Web Payment Console please use the following contact form to provide us with relevant information so we can assist you further. Please include the error message, your IP address (which you can check via www.whatsmyip.com), the environment you try to access (Production or Staging) and your Contract ID or Merchant ID.

You have problems with our Testing environment. What to do?

When you have problems with either functionality not working or accessing our Test (Staging) environment), please use the following contact form to provide us with relevant information so we can assist you further. Please include your username, your 4-digit Contract or Merchant ID, the error code(s) you receive and a description of the problem.

We are here to assist you. In case you need our help, please use the following contact form to provide us with relevant information so we can assist you further.

FAQs on this topic
You have been contacted by a customer who is looking for a payment. What to do ?

We can help you in locating missing payments. Please log-in to the Web Payment Console (WPC) and open an inquiry. You can do this by looking up the customer’s order via ‘quick search’, open the order and click on the Inquiry-button, which is located at the bottom of the ‘Order Summary-tab’. In case you do not have access to Web Payment Console (WPC), please check for a person in your company that does have access to WPC and ask them for assistance. If you do not have access or are unable to resolve your query, please use the following contact form to provide us with relevant information so we can assist you further. Please include as many details of the payment as possible (a proof of payment is preferred).

We are here to assist you. In case you need our help, please use the following contact form to provide us with relevant information so we can assist you further.

FAQs on this topic
You are facing an outage or system alert in one of our systems. What to do ?

In case of an outage we provide our clients with alerts and publish any service related issue on our Web Payment Console (WPC). Please check the News-section to see further details related to outages or service interruptions. If you do not have access, please use the following contact form to provide us with relevant information so we can assist you further. Please include the error message (or a screenshot), the Contract ID or Merchant ID, the name of the system and the time you have discovered the issue.

You want to speak to an Ingenico ePayments employee. Who to contact ?

We are here to assist you. In case you need our help, please use the following contact form to provide us with relevant information so we can assist you further. In case you are facing business interrupting issues and prefer to speak someone directly, you can reach us 24/7 via our Toll-Free Phone Numbers that are listed on the WPC page.

You are a Ogone Merchant. Who to contact ?

Please navigate to the Ogone (PSPID) section of this Website.

You are looking for Point of Sale (POS)/Ingenico Terminals. Who to contact?

Please navigate to the terminals section at the top of this Website.

Your question is not in the list. What to do?

We are here to assist you. In case you need our help, please use the following contact form to provide us with relevant information so we can assist you further. In case you are facing business interrupting issues and prefer to speak someone directly, you can reach us 24/7 via our Toll-Free Phone Numbers that are listed on the WPC page.

We are here to assist you. In case you need our help, please use the following contact form to provide us with relevant information so we can assist you further.

Envoyez-nous un e-mail
Pour toute demande d’ordre général.
Mail form
Foire aux questions
Nous fournissons du matériel de référence en libre-service 24/07 pour la plate-forme de paiement Ogone d’Ingenico. Veuillez consultez les Guides d'utilisation et d'intégration, ainsi que la FAQ sur notre site de support  Ogone ou notre Developer Portal.
Consulter notre FAQ

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