Frequently asked questions
If you cannot find your answer here, write to us. We reply within one business day.
How quickly can I start accepting payments?
Standard approval takes between 1 and 24 hours for companies with complete documents. After approval you get sandbox access and production keys the same day, and physical terminals are delivered within 3 business days.
What documents do I need?
A current company registration extract, ID of the owner and the director, a company bank account and the address of the website or venue. For higher volumes we may also request financial statements.
What does IC++ pricing mean?
IC++ means you see all three components separately: the interchange fee to the issuing bank, the scheme fee to Visa or Mastercard, and our 0.79% margin. With blended pricing everything is hidden in one percentage and you cannot tell what you are actually paying.
When do I receive my money?
Settlement reaches your company account within 48 business hours of the transaction. For certain profiles T+0, same business day, is also possible.
Do you work with high-risk businesses?
Yes. We review each case individually and offer solutions for sectors that standard banks decline. Terms depend on the risk profile, chargeback history and volume.
Can I migrate from another provider?
Yes. We help transfer your tokenised cards so you do not lose your subscriptions, and we handle the technical integration. A migration usually takes between 3 and 10 days.
What is the difference between online and POS pricing?
The components are the same: interchange, scheme fee and margin. Differences come from the card type and acceptance method: a card-present transaction often carries a lower interchange than an online payment.
Is there a minimum volume or a long-term contract?
There is no minimum volume and no binding long-term contract. If you do not process transactions, you pay no percentage, only the gateway fee remains, and that is waived once processing fees exceed €15.
Before you read on
This page gathers the questions that come up most often in a first conversation. If you are after something more specific to a service or a trade, the fuller answers are on those pages: every service and every business category has its own section of questions.
If you do not find your answer here, write to us. We reply within one business day and would rather answer once, clearly, than send you off to read.
The three things that confuse most often
The first is the difference between an approved transaction and money received. Approval means the customer's bank has held the amount on their card. The money reaches you at settlement, within 48 business hours. That is not a delay on our side but how the whole card chain works.
The second is why the same amount costs differently for different customers. The reason is interchange: the fee that goes to the bank which issued the card. A local debit card is several times cheaper than a corporate card from outside the EEA. On IC++ you see that difference; on a blended rate it is hidden inside one percentage.
The third is who carries the loss on fraud. If the transaction went through with successful 3-D Secure authentication, liability usually shifts to the issuing bank. Without authentication it stays with you. That is why exemptions are used with care rather than whenever they are permitted.
Where to look when something is not working
On a declined transaction, first look at the decline code in the panel. It tells you whether the problem is temporary, insufficient funds for instance, or final, such as a closed card. A retry is only worth it in the first case.
On a missing order that was paid, check the webhook messages. The most common cause is a server that was unreachable at the moment of payment. The message is retried, so with correct handling the order closes itself.
On a settlement discrepancy, open the transfer breakdown. It shows how many transactions it covers, what fees were deducted and which refunds were offset. The difference between gross and net explains almost every question of this kind.
If it is still unclear after that, write. Better to ask on day two than to search on your own for a fortnight.
A glossary of the words you will meet
Interchange: the fee that goes to the bank which issued the customer's card. Published by Visa and Mastercard, it depends on the card type and does not stay with the processor.
Scheme fee: a small fee to Visa or Mastercard themselves, around 0.03%.
Margin: the part that stays with the processor. With us, 0.79% plus 0.05 euro per transaction.
Settlement: the transfer that brings the collected turnover to your account, within 48 business hours.
Token: a stand-in for the card number that works only in our system and is worthless if stolen.
Chargeback: a dispute raised by the customer with their bank, with a response deadline that does not forgive.
3-D Secure: the customer authenticating with their own bank. On successful authentication, liability for fraud usually shifts to the issuing bank.
SAQ A and SAQ D: the two PCI DSS questionnaires. The first is short and applies when card data never passes through your server. The second is heavy and applies when it does.
Where to look for a fuller answer
This page is the general one. The specific answers live on the topic pages.
- Every service page has its own questions section
- So does every business category, with examples from the trade
- The fee breakdown is on the pricing page
- Conditions on a riskier profile are on the high-risk page
- Which documents are needed is on the contact page
- How your data is handled is in the privacy policy
Questions about this
Why are some answers here shorter than on the site?
Because this page is for quick orientation. The detailed answers, with examples and numbers, are on the topic pages where there is context as well.
Who answers my question if I do not find it here?
Someone from the team in Burgas, usually within one business day. For an existing customer whose payment acceptance has stopped, immediately.
Can I suggest a question for this page?
Yes, and it helps. If you wondered about something, somebody else probably did too. Write through the form and we will add it if it is of general interest.
Ready to start accepting payments?
Send us an enquiry and you will get a concrete quote with calculated fees for your business, usually within one business day.