FAQ Payconiq merchants
If you are not able to log in the merchant portal, verify that you are using the email address linked to your professional Payconiq account. You can find this information in the welcome email you’ve received. You can also delete the cache and cookies of your web browser, try with another web browser, or request a new password. You can ask for a new password HERE. We suggest using the latest version of Chrome. Still in troubles? Do you receive an error message? Send us an email at [email protected] We’ll sort this out for you.
If you want to change the email address you are using to connect to the merchant portal, please send us an email at [email protected] with your request. Our team will modify your email address in your Payconiq profile.
If you are not able to see your payments in the merchant portal, delete the cache and cookies of your web browser and/or try with another web browser, and connect to the portal again. We suggest using the latest version of Chrome. Still in troubles? Do you receive an error message? Please send us an email at [email protected] We’ll sort this out for you.
If you are not able to download the reports of your Payconiq payments, delete the cache and cookies of your web browser and/or try with another web browser, and connect to the portal again. We suggest using the latest version of Chrome. Still in troubles? Do you receive an error message? Please send us an email with your professional information at [email protected] We’ll sort this out for you.
If you can’t remember or if you want to change the password of your merchant portal access, go to the home page of the merchant portal and click on ‘Forgot your password?’ Enter your email address on the following page and click on ‘Send me a password’. You will receive an email with your new password. If you do not receive the email, check your spam and other folders. Still in troubles? Do you have an error message? Please send us an email with your professional information at [email protected] We’ll sort this out for you.
If you are not receiving the email with your new password, please check your spam or other folders of your mailbox. Still not receiving your email? Please contact us at [email protected] We’ll fix this for you.
If your password is not working, request to change your password with this LINK. Still in troubles? Do you have an error message? Please send us an email with your professional information at [email protected] We’ll sort this out for you.
Yes, you can export your data as an Excel or PDF file.
On the merchant portal, you can always see an overview of all the transactions as well as the daily and weekly totals.
As soon as your merchant contract has been activated, we will send you an email with the link to the merchant portal.
Yes, you can log into the merchant portal on multiple devices at the same time. This will make it easier for you to keep an eye on your payments and also allows your colleagues to check whether a payment has gone through successfully.
You can find the details of all completed transactions (performed by scanning a Payconiq QR code) on the merchant portal: https://portal.payconiq.com/login
Generally, it takes one business day for a Payconiq payment to be credited on your professional bank account. If you are missing a payment, please contact our merchant support team with the details of your payment at [email protected] We’ll sort this out for you.
If a user paid twice and you are not able to refund your customer, please contact our merchant support team with the details of your payment at [email protected] We will help you to refund your customer.
If you have received a Payconiq payment not intended to your business, please contact our merchant support team as soon as possible with the details of your payment at [email protected] We will help you to refund your customer.
If you are not able to create or receive a Payconiq payment for your business, please contact as soon as possible our merchant support team at [email protected] We’ll sort this out for you.
Your customers can pay with the Digicash by Payconiq, Payconiq by Bancontact or the stand alone Payconiq app. Customers from Luxemburg, Belgium or The Netherlands can pay. Just ask them to scan your QR code.
If your customers are not able to pay with your QR code, please contact as soon as possible our merchant support team at [email protected] Please give us as much as information about your issue and we’ll sort this out for you.
You can find all the payments you have received for your business through the Merchant Portal. You can connect to the portal here . Don’t have access to the portal? Please contact our merchant support team at [email protected]
Email your question or request to [email protected] We will respond as quickly as possible.
The money will be in your account within a maximum of one working day.
That’s easy. You simply need to accept mobile payments with Digicash by Payconiq. Would you also like to accept mobile payments with Digicash by Payconiq in your store or webshop? Find out everything you need to know here. We’ll be happy to help you.
Immediately after payment, you will receive payment confirmation in the merchant portal. In case of integration, you will receive a confirmation in your system. As a result, you can be sure that the transaction has been successful.
Yes, after the payment you will immediately see confirmation in the merchant portal and will hear the confirmation sound if you have enabled this option in the settings. In case of integration, you will receive a confirmation in your system. Customers will also receive immediate payment confirmation on their smartphone.
No. Unfortunately, it is not possible to cancel a payment. However, you can send an email to [email protected] with a screenshot of the transaction, the date, time and the amount. We will then examine your request.
You can use your QR code in your shop and elsewhere.
If you want to change information about your Payconiq contract, please contact the merchant support team at [email protected]
If you want to receive an API Key to create Payconiq payments for your business, please contact our merchant support team at [email protected]
If you have lost your API Key or if you think your key has been compromised, please contact as soon as possible our merchant support team at [email protected]
Yes, this is possible. Email your request and the new logo or new details to [email protected] and we will sort everything out for you. Would you like to change your bank account number? In that case, you will need to sign a new direct debit mandate.
Send an email to [email protected] and we will change your email address. NB: your password will also need to change as the old one will automatically become invalid.
Please get in touch with our sales team at [email protected] You will also need to sign a new direct debit mandate.
No, you need a separate contract for each location.
You can contact us at [email protected]
The contract is open-ended. You can terminate it at any time with one month’s notice. The notice period commences from the first day of the calendar month following the day on which we received your notice.
Email your question or request to [email protected] We will examine your request as quickly as possible.
The contract is open-ended. You can terminate it at any time with one month’s notice. This notice period commences from the first day of the calendar month following the day on which we received your notice.
You will find details of payments received in the merchant portal, not on your invoice.
You will receive a monthly invoice. If no transactions have been made by your customers during the month, you will not receive and invoice, of course.
In order to enable Payconiq as a payment method in your business, you will need to make an appointment with one of our team members. Click here for more information.
You can also offer Payconiq as a payment method in your web shop. Would you like to find out more? Click here for more information.
Yes, this service is available. Please contact our team for more information at [email protected]
No subscription fees or other charges are applied for Payconiq transactions. You simply pay a fixed fee per transaction. You can find more information about the fees by clicking here.
Payconiq is the 1st mobile payment service in the BeNeLux that allows consumers to make payments online, mobile and between individuals with a smartphone.
As a business partner, you will now use the Payconiq payment platform instead of Digicash. Thanks to this change of platform, your customers in Belgium and the Netherlands who use Payconiq will be able to pay in partner shops in Luxembourg. At the same time, users of Digicash apps will be able to continue to pay in Luxembourg but also in Belgium and the Netherlands. In Luxembourg, your customers will continue to pay with Digicash by Payconiq apps.
There is no difference for users of the Digicash by Payconiq app. To pay, they must open their Digicash by Payconiq app, click on scan, scan your new Payconiq QR code, validate and it’s paid.
No, there is no change in fees if you already have a contract with Digicash.
You do not need to sign a new contract. You have received by email an update of the Digicash service terms and conditions in which we have added Payconiq’s terms of use. Therefore, you can accept payments from both solutions without having to sign a new contract. You will keep the same contract.
You have received your new Payconiq QR code(s). Once installed, you can get rid of the old QR code. We will deactivate your Digicash account.
Your beacon is no longer useful, if you want us to pick it up please contact us at [email protected] We have sent you a mail with your new QR code.
You have received various items such as stickers, user guides, etc.. This is the easiest way to inform your customers and, Digicash users, of this change. It will also allow you to inform your customers in Belgium or the Netherlands that they can now pay at your premises.
Here are the different items you received:
> Door Sticker: Stick it on your front door in a visible way. Your customers will immediately see that they can pay with their Payconiq application in your store.
> Checkout sticker: stick it near the checkout. This will let your customers know that they can pay with their Digicash or Payconiq app.
> Prism for the cash register: place it visibly near the checkout area to let your customers know that they can pay with their Digicash or Payconiq app.
> Payconiq QR code / QR code sticker: Place it at the checkout location. If you wish, you can stick it in a specific place thanks to the sticker under the support.
> Merchant guide: Receiving a mobile payment via Payconiq is very easy. Find out how, in the user guide.
Once you have received your new QR code, connect to the new Payconiq https ://portal.payconiq.com. Let a customer pay with his smartphone and follow the payment directly. We have sent you in an email with the configuration instructions for on the configuration of your account as well as a user guide in your promotional material. The Digicash portal is no longer useful to for you.
To get Payconiq, send us an email at [email protected], or contact us by phone onat 26 37 36 1. We will be happy to help you.
To get Payconiq, send us an email at [email protected], or contact us by phone at on 26 37 36 1. We will be happy to help you.
If you have the product “QR – with predefined amount” with one of these three options: customer defined amount, fixed amount defined by the merchant or amount predefined by the merchant but editable by the customer, you can create your QR codes via the merchant portal. More info on how it works here.
You can send your request for a QR code (amount if applicable and reference) to [email protected] We will provide you with one.
If you would like to change your information, you can contact our sales team at [email protected]
With this request, you are terminating your current contract. You will no longer be able to receive mobile payments via our Payconiq solution. If this is the case, please send us your request by registered letter to this address:
Payconiq International SA
9-11 Joseph Junck Street
L-1839 Luxembourg
We will close your account within 30 business days of receipt of your letter.
You did not find the answer to your question on our FAQ www.payconiq.lu? Send us an email at [email protected], or contact us by phone onat 26 37 36 1 and we will be happy to help you.