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 SRL, 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.

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.

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.

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.

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.

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.

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.

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.

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

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

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).

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.

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.

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.

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.

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.

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.

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.

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.

You can easily change your e-mail address yourself in our Back Office. After logging in, please go to Configuration – Account – Your administrative details.

You can easily change your phone number in our Back Office. After logging in, please go to Configuration – Account – Your administrative details.

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.

If your VAT has changed, you will need another PSPID/Account. Please contact your account manager in order to create a new account.

To get your subscription changed, please contact your account manager who will assist with your request. If you do not have an account manager assigned to your account yet, please contact our commercial department at [email protected]

In order to activate Direct Debits on your account, please send to our Customer Care department your IBAN + BIC or the RIB-form. Our team will then create a form for you to sign. After receiving the signed form, we can easily activate Direct Debits on your account.

You can contact your account manager by phone/e-mail to request this option. After signing your upgrade/downgrade form, please send it to our Customer Care department.

Please send to our Customer Care department a signed termination letter, stating your PSPID and the request of immediate termination.

If you want to change your invoicing address or the way you pay your invoices, please send us an e-mail with your PSPID. Our Customer Care department will take care of your request.

Your invoices for the last 24 months are available in your account. To get a copy, go to "Configuration" in your account menu, click "Billing", and then select the invoice you wish to download. If you'd like to receive a copy of an invoice by post, please contact our Customer Care team.

Your invoices are stored for 24 months in your Ogone account. All invoices stored on the Order2Cash platform will be accessible for 7 years.

To request a credit note, please send an e-mail or call our Customer Care department.

In your Ogone account menu, you can easily look up 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.

By default you can send goods or deliver your service once a transaction has reached the status "5 - Authorised" or "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.

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.

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 will receive your money.

If you want to check specific details of an order/transaction or perform a maintenance on transactions, you should use "View transactions". "Financial history" is the most convenient to periodically check incoming and outgoing funds per (batches of) transaction(s), and perform reconciliation.

The Ogone Back Office is the secure website where you manage your Ogone account. Once you have logged in, you can check and edit your administrative details, manage your payments, add new payment methods, change your technical settings and much more. To log in, you simply need your payment service provider ID (PSPID) and your password.

PSPID stands for payment service provider ID. It is the name you chose when you first registered with Ogone to identify the business your account is linked to. You need your PSPID and password to log in to your Ogone account.

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 Ingenico ePayments 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 our Sales team at [email protected] If you know which acquirer you want to work with, you can simply select them from the drown down list when adding a payment method in your account.

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) 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 of the screen to log in as a merchant.

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.

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.

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.

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).

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).

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.

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.

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.

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.

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.

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 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).

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.

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.

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

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

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.