Knowledge base

Everything you need to know about using Here — from creating an account to accepting payments.

This knowledge base explains every option in your dashboard. Use the search box on the left to find a topic quickly, or browse the categories. If you build integrations, see the API documentation.

What you can do

Create an account, verify your identity and company, generate API keys, accept payments, issue refunds, request payouts to your bank account, and receive real-time events through webhooks. Each of these is covered in its own section.

Browse by topic

How payments work here

Every incoming payment — whether created through the API, taken on the Virtual Terminal, or paid through a Payment link on the hosted checkout — is first reviewed and then confirmed. Once confirmed, the platform commission is deducted and the net amount is added to your balance, which you can withdraw to your bank account. The Transactions, Fees and Payouts sections explain each step.

Languages & communication

Your dashboard and notifications are shown in the language you pick in your profile. Legal documents and system emails are always in English. We communicate with you by email, so keep your address up to date.

Creating an account

Registration opens in a panel from the sign-in page (the "Open account" link). You first choose an account type:

Information we ask for

For every account: first and last name, email, phone, sex, date of birth, country and address. Individual accounts additionally state their registered self-employment (type, activity name and registration number). Business accounts additionally provide the company name, legal form (chosen from a list), registration number, VAT ID, industry (chosen from a list), registered office address and the representative's details.

One account per person, one account per company

The same details cannot be registered twice:

Password & email

You choose a password (entered twice) and accept the Terms and Privacy Policy — which you can open and read in the same panel. Your email is checked in real time as you type. After registering, we send a verification email; open the link to confirm your address.

You can also sign up with Google if it is enabled — you will still be asked to complete the required account details.

Signing in

You can sign in to your account in three ways:

Forgot your password?

Use the "Forgot your password?" link on the sign-in page. If an account exists for that email, we send a reset link valid for one hour. After changing your password we email you a confirmation.

The customer dashboard and the administration use separate sign-ins.

Your dashboard

After signing in you land on your dashboard (Home). It gives you an at-a-glance overview of your account and surfaces anything that needs your attention.

Welcome & account

At the top you are greeted by your name, or your company name for business accounts. If your email address is not verified yet, a notice appears with a link to resend the verification email.

Getting started checklist

Until your account is ready, the dashboard shows a Getting started checklist instead of the statistics. It has three tiles:

Each tile has three states: Start → (still to do, click it to go there), a clock icon with In review while the check is being processed (it is not clickable then), and a green seal-check with Done when complete. If a check is rejected — or if documents are requested instead — the tile goes back to Start. The page refreshes these states by itself, so a finished verification appears without you reloading.

Once all three steps are done, the checklist disappears and the classic dashboard tiles take its place.

Balance

A Balance card shows your balance — the net of your successful transactions after commission, plus any bonuses, minus refunds and payouts. See Fees & commission, Refunds and Payouts.

Your balance can go negative: a refund is always allowed, even if you have no funds at the time. When that happens the balance card turns red and pulses so you cannot miss it, and the deficit is covered automatically by your future payments. Nothing can be paid out while the balance is negative.

Statistics

Once the checklist is complete, the dashboard shows statistic tiles — balance, transactions, payouts, active API keys, webhook endpoints and unread notifications. These tiles are clickable and take you straight to the matching page.

Navigation

The left menu is grouped into Profile, Payments, Promotions, Developers, Settings and Privacy & data. Page actions such as Create, Edit, Apply or Delete appear as ⤿ sub-items beneath the active page rather than as buttons on the page, and they open in a slide-in panel. The bell and sign-out icons are in the top bar.

Searching & paging your lists

Every list — Transactions, Payment links, Payouts, Virtual terminal, Webhooks and API keys — has a search box at the top (search by amount reference, description, e-mail, URL and so on) and is paged, so long histories load quickly and stay easy to browse.

Approval & modes

Every new account starts in sandbox (test) mode. You can explore the dashboard and integrate the API immediately using test keys (pk_test_… / sk_test_…), but you cannot accept real payments yet.

Getting approved

An administrator reviews your account. Once approved, live mode is unlocked: your live API keys (pk_live_… / sk_live_…) are created automatically and you can start accepting real payments. You are notified by email and in the dashboard.

Test vs live

Each API key and each transaction carries a mode. Test-mode activity never moves real money. Live payments and payouts are available only after approval.

High-risk merchants

Here welcomes high-risk merchants. Because we specialise only in online payments and run our own automated onboarding, we can accept many business types that traditional banks and processors often decline.

No separate bank approval

You do not need special permission from a bank to get started. Open an account, complete verification, and — once approved — you can begin accepting card payments. The whole process is automated and usually takes about 30 minutes.

Responsible use

Accepting high-risk businesses does not remove your responsibilities. We may request additional verification at any time and may hold funds while a review or investigation is completed. Prohibited and illegal activities are never allowed. For the full rules that apply to high-risk businesses, see the Terms and Conditions.

Identity verification

The User verification box on your dashboard confirms who you are. Click Start verification and a secure verification page opens in a new tab, where you photograph your ID document and take a selfie.

What happens next

Your documents are checked automatically. While the check is in progress the box shows "Your identity verification is being reviewed." When it succeeds, we confirm your name, sex and date of birth from the document and the box shows a green Verified badge. You receive a notification either way.

If it fails

If verification is unsuccessful you get a notification asking you to try again — make sure the photos of your document and selfie are clear and well lit. An administrator can also reset your verification and ask you to repeat it.

Business verification

Every account verifies its business: companies verify the company, individual accounts verify their registered self-employment (sole trader, self-employed activity or registered independent artist). The dashboard shows a Business verification box — click Start verification and choose one of two methods in the panel:

Review & status

After you submit, the status becomes In review. An administrator reviews your choice and documents, then approves or rejects it. You are notified of the outcome:

If an administrator rejects the automatic method, you can complete verification only by uploading documents afterwards.

Profile & personal info

Open Personal info from the menu to see your details: account ID, name, email, date of birth, phone, country, address and the date you joined. A badge shows whether your email address is verified.

Editing

Use the ⤿ Edit profile action under the menu item. A panel slides in where you update your details. Save to apply the changes.

Changing your email address

Your email address can be changed from the same panel. When you change it, the new address starts out unverified and a fresh confirmation link is emailed to it — open that link to confirm the address. The address must be valid and not already used by another account; if it is, you are told so straight away and can correct it.

Fields locked after verification

Once your identity is verified, the details taken from your identity document are frozen and can no longer be edited: first name, last name and date of birth. They are shown with a lock icon in the edit panel. Contact and address details — email, phone, country, street, city and postal code — stay editable at all times.

The same rule applies to your business profile: once the company is verified, the company name, legal form, registration number and tax number are locked.

Business profile

The Business profile page holds the details of your business. What it shows depends on your account type — and both are treated exactly the same:

Editing

Edit your details through the ⤿ Edit profile action, which opens a slide-in form. Once your business is verified, its legal-identity fields (name, legal form, registration and VAT numbers) are locked. The account type itself is not changed here — only an administrator can switch an account between individual and business.

Verification

Whatever your account type, your business is verified — see Business verification. Full account verification (and live mode) requires your identity and your business to be confirmed.

Security

The Settings group in the menu holds everything about securing your account.

Password

Change the password you use to sign in. Enter your current password, then the new one twice. The required strength (length, mixed case, numbers, symbols) is set by the platform. We email you a confirmation after a change.

Passkeys

Passkeys let you sign in without a password using your fingerprint, face or a security key. Use the ⤿ Add passkey action — your browser prompts you immediately and the passkey is named automatically from your device. You can remove a passkey at any time. Once you have a passkey, the sign-in page offers a "Sign in with a passkey" button.

Connected accounts

Connect a Google account to sign in with one click. You can connect or disconnect Google here. To disconnect, your account must have a password so you do not lose access.

Sessions

The Sessions page lists every device currently signed in to your account, with its browser, IP address, country and last activity. Your current device is marked. Sign out any device you do not recognize.

Trusted devices

The first time you sign in from a new browser, we do not sign you in straight away: we e-mail you a link to confirm the device. Clicking the link confirms it and signs you in automatically. After that the browser is a trusted device and can sign in normally. The Trusted devices page lists them; forgetting one means the next sign-in from it will need e-mail confirmation again. This stops anyone signing in with only your password from an unknown device.

Privacy & data

Under Privacy & data you can export your data — a CSV with the personal and business information we hold — via the ⤿ menu action, and delete your account. Deletion is only possible once nothing is outstanding: no available balance (withdraw it first), no payout being processed and no transaction still in review. Deletion closes the account so you can no longer sign in; your financial records are kept as required by law.

Language

Choose the language of your dashboard on the Language page. Your whole interface — and every notification you receive — is shown in the language you select in your profile.

The available languages are configured by the platform. Legal documents and system emails are always in English.

Notifications

The bell in the top bar shows your notifications and a count of unread ones. Click it to open the list in a slide-in panel and mark everything as read. Next to the panel's close button there is a small trash icon — it permanently deletes all of your notifications after a confirmation.

Real-time alerts & toasts

Notifications arrive in real time — you do not need to reload the page. When a new one lands you hear a short chime and a toast slides in at the bottom-right corner with its title and message. Click the toast to jump straight to what it is about, or dismiss it; it also disappears on its own after a few seconds. If real-time delivery is not available, the bell still catches up automatically within a minute.

Every notification is clickable

Each notification in the list links to the area it is about — a payment takes you to Transactions, a refund to Transactions, a bonus to Transactions, a payout to Payouts, an identity result to your profile, a company result to your business profile. Every message says exactly what happened, including the amount and the transaction number where relevant.

What you are notified about

When configured by the platform, notifications also arrive as push notifications so you see them even when you are not on the page. Most of them are sent by email as well.

Notifications are always shown in the language you selected in your profile.

Virtual terminal

The virtual terminal lets you take a payment by keying in a customer's card details yourself — for phone or mail orders. Open Virtual terminal under Payments and use the ⤿ New charge action.

Taking a payment

Every charge is submitted for review and appears in your Transactions as pending with the source marked Terminal. Once an administrator approves it, it becomes succeeded and the net amount (after commission) is added to your balance. Card details are never stored.

Availability

The virtual terminal is available once your account is fully verified (identity and business verification complete). An administrator can enable or disable the feature for your account.

Plans

A plan is a reusable set of subscription terms you define once and then subscribe customers to. Open Plans under Payments and use the ⤿ New plan action.

Creating a plan

Archiving

Archiving a plan stops it being used for new subscriptions. Subscriptions already created on the plan keep running — their terms were fixed when they were created, so editing or archiving a plan never affects them. You can reactivate an archived plan at any time.

Availability

Plans and subscriptions are available once your account is fully verified. An administrator can enable or disable the feature for your account.

Subscriptions

A subscription charges a customer's card on a schedule you set with a plan. Open Subscriptions under Payments and use the ⤿ New subscription action. Create a plan first if you have not already.

Subscribing a customer

How charges work

Every charge — including the first — is submitted for review and appears in your Transactions as pending with the source marked Subscription. Once an administrator approves it, it becomes succeeded and the net amount (after commission) is added to your balance. Card details are never shown back to you.

The customer's e-mails

The customer is e-mailed when they subscribe, after every charge (with the date of the next charge) and when the subscription is canceled. Each e-mail includes a link where the customer can review the subscription and cancel it themselves — subject to the plan's minimum term.

Failed payments (dunning)

If a charge is declined, the subscription is not canceled straight away. It moves to past due and is retried automatically over the next few days. On each failure the customer is e-mailed an "update your card" link to a page where they can enter a new card — updating it triggers a fresh attempt. If a retry succeeds the subscription returns to active; if every retry is declined it is canceled and the customer is told.

Coupons

Create percentage discounts under Coupons — for example "first payment free" (100% for 1 payment) or "20% off for 3 months". Enter a coupon's code on the New subscription form to apply it; the discount is reflected in every affected charge.

Your notifications

You are notified in real time (bell and push) when a subscription starts, when each recurring charge is created, when a subscription completes, and when a customer cancels their own subscription. The matching subscription.* webhook events also fire so you can automate your own systems — see the API documentation.

Pausing, resuming and canceling

API keys

API keys authenticate your requests to the API. Each key has a publishable key (pk_…, safe to expose) and a secret key (sk_…, keep it private — treat it like a password).

Creating a key

Use the ⤿ Create key action. You choose whether the key is test or live (live is available only after your account is approved). When the key is created, both the publishable and secret keys are shown once in a slide-in — copy the secret immediately, it is never shown again.

Rolling & revoking

For request examples and endpoints, see the API documentation.

Transactions

The Transactions page under Payments lists every payment processed through your account, in both test and live mode.

What each column means

Where transactions come from

Payments can be created through the API, the Virtual Terminal, or a Payment link paid on the hosted checkout page. All incoming payments — API, Terminal and Payment link — start as pending and are reviewed by an administrator before they become succeeded. The commission is charged at the point of approval, and only then does the net amount count toward your balance. Approved payouts appear here as outgoing (negative) entries.

Viewing a transaction & refunds

Use the View (eye) button on any row to open a panel with the full details of that payment and the refunds issued against it. From a succeeded incoming payment you can issue a full or partial refund right there — see Refunds. A refunded payment shows a Refunded or Partially refunded badge, and the refunded amount is shown under its total.

Bonus entries have no refund section at all — a bonus can never be refunded.

Every transaction also records the IP address of the request that created it (the checkout visitor, API caller or terminal operator), kept with the payment for security and reconciliation.

Finding a transaction

The search box at the top of the list finds transactions by number, description, reference or customer e-mail; the list is paged for long histories.

Export to CSV

The ⤿ Export CSV action beneath the Transactions page downloads all your transactions — including commission, net and refunded amounts — as a spreadsheet you can open in Excel or Google Sheets.

Fees & commission

Here charges a platform commission on each successful payment. The commission is a fixed amount plus a percentage, configured for your account.

How it is applied

All incoming payments — through the API, the Virtual Terminal or a Payment link — start as pending and are reviewed before they become succeeded. When a payment is approved, the commission is deducted and the remaining net amount is added to your balance. Each row in your Transactions shows the gross amount, the commission and the resulting net, so you always see exactly what you earned.

Currency

The official currency of the platform is EUR. Unless stated otherwise, all amounts, balances, commissions and payouts are expressed and settled in EUR.

Payouts & minimum

You withdraw your available balance through Payouts. Payouts are subject to a minimum amount, shown on the request form, and you can never request more than your available balance.

Taxes

You are responsible for any taxes that apply to your business and to your use of the platform. For the full terms, see the Terms and Conditions.

Refunds

A refund returns money from a successful payment back to the customer. You can refund the full amount or part of it; the total refunded can never exceed the original payment.

Refunding from your dashboard

Open Transactions, click the View (eye) button on a succeeded payment, and use the refund box in the panel. The remaining amount is prefilled — change it for a partial refund — add an optional reason, and confirm. The payment then shows a Refunded or Partially refunded badge, the refund is listed on that transaction, and the refunded net amount is deducted from your balance.

Refunding through the API

Refunds can also be created through the API. Their status is reported back to you over webhooks (refund.created, refund.succeeded, refund.failed). See the API documentation for the refunds endpoint.

Refunds when your balance is low

A refund is never blocked by your balance. If you do not have enough funds at that moment, the refund still goes through and your balance goes negative — the card on your dashboard turns red and pulses. The deficit is then covered automatically by your future payments: incoming money first pays it down, and only the surplus above zero becomes available again. While the balance is negative you cannot request a payout.

What cannot be refunded

Payouts

A payout transfers your balance to your bank account. Open Payouts under Payments and use the ⤿ Request payout action: enter an amount and choose the bank account to pay to.

Your balance

Your balance is the money earned from successful transactions, minus the platform commission on each one, plus any bonuses, minus refunds and payouts already requested. It is shown as a card on your dashboard and on the payout form. You cannot request more than your available balance.

The commission is a platform fee taken from every successful payment — a fixed amount plus a percentage. Each transaction row shows its commission and the resulting net that was added to your balance. Bonuses are credited in full, with no commission.

If your balance is negative

Refunds are allowed even when you have no funds, which can push your balance below zero (see Refunds). While the balance is negative there is nothing available to withdraw and a payout cannot be requested. Your future payments pay the deficit down first; once the balance is positive again, the surplus becomes available to withdraw as usual.

Status

You need a bank account on file before you can request a payout — see the Bank account section.

Bank account

Your payouts are sent to the bank account you add on the Bank account page. Without a bank account, payouts are not possible.

Adding your account

Use the ⤿ Edit action to open the form and enter the account holder, IBAN, bank name and currency. The IBAN is validated in real time as you type — an invalid IBAN cannot be saved. For your security, only the last four digits of the IBAN are shown afterwards.

Bank accounts are approved automatically, so you can request payouts as soon as you have added one.

Deleting your account

Use the ⤿ Delete action to remove your bank account. You are shown its details and asked to confirm. After deleting you can add a new account straight away. For record-keeping, a deleted account is still retained internally.

Webhooks

Webhooks notify your own server when something happens in your account — a payment succeeds, a refund is issued, and so on. Manage them under Developers → Webhooks.

Adding an endpoint

Use the ⤿ Add endpoint action: enter your endpoint URL and pick the events you want to receive. Each endpoint gets its own signing secret (whsec_…), shown once — use it to verify that deliveries really come from us.

Deliveries & retries

Every delivery attempt is logged on the endpoint's Deliveries page with the response code, body and duration. Failed deliveries are retried automatically on a schedule; after too many failures the endpoint is disabled and you are notified. You can Resend any delivery manually.

For the payload format and a signature-verification example, see the API documentation.

Promo codes & bonuses

A promo code rewards you with a bonus credited straight to your balance once you process a qualifying payment. Open Promo code under the Promotions group in the menu.

Redeeming a code

Use the ⤿ Apply action under the menu item. A panel slides in where you enter the code and confirm. If the code does not exist, has expired, has reached its usage limit, or you have already used it, the reason is shown right in the panel so you can correct it and try again.

How you get the bonus

Once a code is applied it stays active on your account and the page tells you exactly what is required, for example: “Process a successful payment of at least 30.00 EUR to receive a 100.00 EUR bonus on your balance.” You also receive an e-mail with the coupon, its value and these conditions the moment you apply the code — including a reminder that you can make the qualifying transaction through the API, the virtual terminal or a payment link, and that paying with your own card is not against our terms of business.

The bonus is credited automatically as soon as all of the following are true:

You are notified by bell, on-screen toast and email the moment it lands. The bonus appears in your Transactions as type Bonus with its own transaction number, and under Bonuses received on the Promo code page.

Terms set by the platform

Each code is created by the platform with its own rules: the bonus amount, the minimum qualifying payment, an optional expiry date, and a usage limit (a code can be single-use — the first merchant to apply it claims it — or usable many times). Each code can only be used once per account.

Bonuses added by the platform

The platform can also credit a bonus to your account directly, without a code. It works exactly the same way: you are notified, and it appears in your Transactions as type Bonus.

What a bonus is worth

Help tickets

Signed-in users can talk to our team directly from the dashboard — no e-mail client needed. Open Help in the dashboard menu to see all of your previous conversations in one list.

Starting a conversation

Replies and statuses

API documentation

If you build an integration, the API documentation covers authentication, errors, rate limits, ID formats and every endpoint (account, payments, refunds) plus webhooks with a signature-verification example and code samples in curl, PHP and JavaScript.

Contact support

Can't find what you're looking for? We're happy to help.

For anything else, reach out to the Here team.