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Ingenico support

How can we help you ?

Online Payments
Terminals (in-store)
Please tell us more about You
Webshop Owner / Merchant

We are a business selling online and use Ingenico for payment processing.

Online Shopper / Consumer

I have an inquiry regarding an online purchase.

Reseller/System Integrator

I'm a partner of Ingenico or would like to become one.

Terminals (in-store / POS)
Please help us to identify the nature of your inquiry
I am already client

Technical and administrative support for merchants with an active Ingenico / Ogone / Tunz / Global Collect contract.

I am not yet a client

For all commercial inquiries and to get started with online/mobile payments.

Which company name do you see on your bank statement or in the order confirmation email ?
Ingenico eCommerce Solutions

Ingenico e-Commerce Solutions / Ingenico Financial Solutions / Ogone / Tunz, now part of Ingenico

GlobalCollect

GlobalCollect is part of Ingenico ePayments.

What is your relation with us ?
Ingenico Partner

Support for Ingenico partners to integrate with Ingenico ePayments' solutions.

Prospect Partner

Inquiries about a formal partnership with Ingenico

Which platform are you using ?
Ogone (PSPID)

You have a PSPID (Payment Service Provider ID) or UserID that you use to access your account on the Ogone platform. You can find the PSPID on your contract or your invoice.

GlobalCollect (CID)

You have a merchant ID for GlobalCollect (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
Before you contact us...
You still have a question? Let's talk, please choose below.
General questions - Who are we ?

What is Global Collect/Ingenico ePayments?

Your order

For questions about the status of my order or subscription.

Your payment

For questions about your payment.

Your bank statement

Why do I see a charge from GlobalCollect on my bank statement?

Other

For questions not covered in the list

For which platform do you need support ?
Ogone (PSPID)

You have a general payment processing question or a specific request related to a PSPID (Payment Service Provider ID) for an account on the Ogone platform.

GlobalCollect (CID)

You have a merchant ID for GlobalCollect (CID)

You still have a question? Let us know, please choose below.
Your account
Payment Methods

Questions about payment methods, activation, trouble-shooting.

Ingenico invoicing
Transactions
Fraud prevention
Other

For all inquiries not covered elsewhere in this category.

Please find below a list of most frequently asked questions to help you with a resolution.
Web Payment Console

For all questions about the Web Payment Console.

Reporting
Services
Test environment
Payment inquiry
Other
FAQs on this topic
What is GlobalCollect/Ingenico ePayments ?

Ingenico ePayments, formerly known as GlobalCollect, processes payments for online and ecommerce merchants. We are responsible for the technology to allow our merchants to accept payments from customers for their products or subscriptions sold online. As Ingenico ePayments is only the technical party for handling payments, any queries related to the website and products sold should be addressed to the company where you made your purchase.

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
I have a question about the status of my order or subscription, what do I do ?

Ingenico ePayments is responsible for the technical system to handle the payments for online and eCommerce merchants. We are responsible for the technology to allow our merchants to accept payments from customers for their products or subscriptions sold online. As Ingenico ePayments is only the technical party for handling payments, any queries related to the status of your payment and the delivery of the goods or services should be addressed to the company where you made your purchase.

I would like to cancel my order. What do I need to do ?

Ingenico ePayments is responsible for the technical system to handle the payments on behalf of the merchant. We are not able to make any changes to orders or (cancel) subscriptions. Any queries related to the status of your payment and the delivery of the goods or services should be addressed to the company where you made your purchase.

How do I stop recurring payments ?

Ingenico ePayments is responsible for the technical system to handle the payments on behalf of the merchant. We are not able to make any changes to orders or (cancel) subscriptions. Any queries related to the status of your payment and the delivery of the goods or services should be addressed to the company where you made your purchase.

I want to pay for my order. How do I get the bank details ?

Any queries related to ordering and making payment to the appropriate bank accounts should be addressed to the company relevant to your purchase.

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
I want to pay for my order. How do I get the bank details ?

Any queries related to ordering and making payment to the appropriate bank accounts should be addressed to the company relevant to your purchase.

I accidentally transferred money to GlobalCollect, how do I get it back ?

In case you have transferred money to one of our bank accounts by accident, we can start a refund process. 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).

I have made a payment, but I forgot to mention the (correct) Payment Reference. What do I need to do ?

In case you forgot to mention the Payment Reference when transferring the payment to our account, we would advise you to contact the merchant directly. The merchant is able to assist you further with locating the payment and making sure the payment will end up in the right place.

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
Why do I see a charge from GlobalCollect on my bank statement ?

The bank statement may show GlobalCollect or Ingenico ePayments instead of the actual name of the store. In some cases both our company name and the store name are visible. This is because the respective store has recruited GlobalCollect to handle the payment processing on their behalf. In most cases, the bank statement will be updated within two working days and the name of the actual merchant will show up. 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.

I did not make this purchase. What do I do ?

In case you do not recall placing an order, we would advise you to check if someone in your household might have bought anything from the merchant in question. If not, the best thing is to contact your bank for advise on how to proceed. If necessary, it is possible to initiate a withdrawal process. Ingenico ePayments is not authorized to do this on your behalf.

I think I am a victim of Fraud. What to do ?

In case you have an unidentified transaction on your bank statement, please use the contact form to provide us with relevant information so we can assist you further.

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
I think I am a victim of Fraud. What to do ?

In case you have an unidentified transaction on your bank statement, please use the contact form to provide us with relevant information so we can assist you further.

The merchant (where I have placed an order) is not responding. What do I need to do ?

If you are unable to identify the merchant or are unable to reach them, 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.

I have returned my purchase and did not receive a response from the company and request my payment back. What do I need to do ?

If you are unable to reach the merchant, 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.

I would like to talk to a customer support representative

To assist you via phone, we have representatives available 24 hours a day, 5 days a week. A list of phone numbers can be found on this 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.

You still have a question? Let us know, please choose below.
Account
Payment Methods

Questions about payment methods, activation, trouble-shooting.

Invoicing
Transactions
Fraud Prevention
Other
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.

Send us an email
For general inquiries
Mail form
Frequently asked questions
We provide 24/07 self-service reference material for Ingenico's Ogone payment platform. Please consult the User and Integration Guides and the FAQs on our Ogone Support Site or Developer portal.
Consult our FAQs

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