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. Chinese seller accounts use a required trading name and selected business address, may choose a seller-focused merchant category such as fashion and apparel, beauty and cosmetics, home and living, electronics and accessories, toys and hobbies, sports and outdoor goods, or look-alike clothing, and use the account holder automatically as the responsible person; no company registration/OIB or tax/VAT number is requested. Nonprofit accounts choose an organisation-purpose category such as charitable and humanitarian work, culture and arts, environment and animal welfare, religious activity, community and social services, education, health or sports, then provide their organisation details and authorised representative through the same verified business-profile flow.

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

The dashboard always shows your statistic cards first, and under them the Getting started checklist until all required steps are completed. 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.

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

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.

Current limits

The dashboard also shows Current limits cards (max per transaction, daily limit and monthly limit) once your account is fully ready for processing: identity verified, business verification approved and account approval granted.

Under Profile → Limits you can submit a limit-increase request from the slide-in panel by entering your requested per-transaction, daily and monthly caps. New accounts start at 2,000 EUR per transaction, 30,000 EUR daily and 200,000 EUR monthly.

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 provide an online account-onboarding flow, 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. Eligible approved accounts can start accepting payments in as little as 30 minutes; timing depends on the verification and review required for the account.

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.

Fraud, suspicious activity and account closure

To the maximum extent permitted by applicable law, where we reasonably suspect fraudulent, unlawful, deceptive or suspicious activity, we may immediately suspend or close an account and withhold, freeze or retain any balance or payout. These decisions are final for our internal review process and are not subject to further internal discussion or appeal. By registering for or using the platform, you agree to these measures. Nothing in this notice limits any rights that cannot be excluded under applicable law.

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), Chinese seller accounts verify their selected-country trading profile, and nonprofit / association accounts verify the registered organisation. 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.

For freelancer legal form accounts, business verification is approved automatically after successful identity verification, as long as the account is otherwise eligible.

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 for every account category.

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. For Chinese seller accounts, the trading name and merchant category are shown with the rest of the business profile, while personal and business countries remain selected by the merchant; no registration, tax/VAT or separate representative fields are shown. For nonprofit / association accounts, the organisation category stays fixed while the organisation details remain editable until verification.

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.

Physical-product delivery confirmation

Use the physical-product option for goods that must be delivered to the buyer. It is available when you create a Payment Link or a direct API payment. Virtual products, digital goods, services, subscriptions and Virtual Terminal payments use the standard payment flow and do not use a delivery-confirmation hold.

Set up a physical-product payment

As with every incoming payment, the transaction first starts as pending. The delivery-confirmation flow begins only after the payment has been reviewed and becomes succeeded.

21-day delivery-confirmation hold

Once a physical-product payment is approved, its net funds are held outside your available balance. They cannot be included in a payout while the hold is active. The 21-day period starts from payment approval, not from shipment or an estimated delivery date.

Buyer confirmation and e-mail reminders

The buyer receives a one-time confirmation link by e-mail immediately after approval. They receive up to three further reminders after 5, 10 and 15 days if delivery has not yet been confirmed. The buyer should use the link only after receiving the product. When the buyer confirms delivery, the hold ends immediately and the net funds become available to you.

Automatic release

If no delivery confirmation is submitted, the held net funds are released automatically 21 days after payment approval. You receive an e-mail and account notification when funds are released, whether the release followed buyer confirmation or the end of the holding period.

If the buyer has not received the product

The delivery page is a positive delivery confirmation only: it does not contain a not received option or a dispute form. A buyer who has not received the product must not confirm delivery and should contact the merchant directly. The delivery-confirmation link does not replace any applicable refund, reversal, dispute or chargeback process under the Terms and Conditions or applicable law.

Refunds, reversals and chargebacks

A merchant cannot issue a dashboard or API refund while a physical-product delivery hold is active, including while the payment waits for buyer confirmation. After buyer confirmation or automatic release, the ordinary refund flow and its applicable fee apply. Any refund, reversal, dispute or chargeback is handled under the normal platform rules and the Terms and Conditions; delivery confirmation does not override those rules.

When to use this model

Use this model when you sell physical goods through a Payment Link or a direct API payment and need delivery confirmation before the net proceeds from each payment become available. Do not select it for virtual products, services, subscriptions or any payment that does not involve delivery of goods.

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". A newly created coupon must be used on a subscription within three days; otherwise it is automatically cancelled. Once it has been used, its selected discount duration continues to apply to that subscription. 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.

Card policy is enforced before review: cards blocked by admin policy (including American Express when disabled in settings) and cards on the admin blacklist are rejected immediately.

For both outcomes, the payer is notified by email: successful payments receive a success email, and failed payments receive a failure email.

Card authorisation holds

Before a card payment is completed, the card issuer may place a temporary authorisation hold on the card. This can happen as part of the normal payment process and is more likely where a payment requires additional security or risk review. An authorisation is performed before the card payment is finally completed: it temporarily reduces the cardholder’s available balance while the issuer checks or processes the payment attempt.

If the cardholder retries, repeats, or submits the same payment more than once, each attempt may create a separate authorisation hold. Multiple visible authorisations do not by themselves mean that the card has been charged more than once. A completed payment is recorded separately as a final card charge; an authorisation remains a temporary hold unless and until it is completed by the issuer.

Authorisation holds are normally released by the cardholder’s issuing bank, not by us. We cannot manually release, remove, accelerate, or trace a hold at the issuer. Depending on the issuing bank, card scheme, and payment attempt, an authorisation may remain visible on the card for up to 15 business days before the issuing bank returns the held funds to the cardholder.

We do not provide individual replies, tracking, or release assistance for authorisation-hold enquiries. The cardholder who made the payment must contact the bank that issued the card. Repeated enquiries about the same authorisation will be ignored and will not receive an individual response.

This policy concerns ordinary enquiries about temporary authorisation holds. It does not limit formal dispute processes or rights that cannot be excluded under applicable law.

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 physical-product payment remains unavailable for refund while its delivery-confirmation hold is active; see Physical-product delivery confirmation. 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 and visible in the admin transaction detail panel.

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.

Payment currencies and settlement

Payments can be created in any three-letter ISO currency that is currently enabled by an administrator in the platform currency catalogue. EUR and USD are enabled initially. The selected currency is fixed when a payment, Payment link or subscription plan is created, and the same currency is retained on the transaction and any related refund.

Balances and payouts are kept separately for each currency. Choose a bank account with the matching currency before requesting its payout. The platform does not provide an automatic foreign-exchange quote or conversion endpoint, so EUR and USD are never added together or silently converted.

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, and the refund is listed on that transaction.

Refund fee

A refund fee is charged in addition to the refunded net amount. The current percentage and exact fee are shown before you confirm the refund; partial refunds are charged proportionally. The fee is deducted from your balance together with the refund and is recorded on the refund for your records.

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

Planned payout date

Each standard payout request gets a planned execution date immediately when requested. You can see this date in your dashboard payout list.

When that planned time is reached, the payout is submitted to the consolidated processing order automatically. You receive a notification and e-mail with your payout reference.

After submission, a SEPA transfer is expected within 3 days. A SWIFT transfer can take up to 8 business days to be processed.

Fast payouts

A Fast payout is an optional request for merchants who need a payout processed within 3 days. Request it from Payouts. The request is reviewed by an administrator before it can proceed.

The Fast payout transfer fee is 20.00 EUR. It is not deducted from your account balance. If the request is approved, an administrator sends a separate payment link for that fee. The fee payment is reviewed separately, and the Fast payout is scheduled only after that payment has been approved.

You may request a Fast payout even if you have a standard payout still awaiting processing. Select that pending standard request when you submit the Fast payout. Its original amount, currency and bank account are retained. If the Fast request is approved, we cancel only the selected standard payout and replace it with the Fast payout request. This avoids two payout requests being processed for the same funds. If the Fast payout is later cancelled before a fee payment is in progress, the selected standard payout is restored with its original planned date.

Automated payout processing and support enquiries

Payouts, like most resources and processes on our services, are automated. Once a payout is submitted to the consolidated processing order, it follows the automated processing workflow. The status shown in your account is the payout information available through Customer Support.

If an amount does not reach, or is returned to, your bank account because an issue has occurred outside the platform, Customer Support does not provide individual payout investigations, status updates or additional information. Payout enquiries of this kind will not receive a response. By using the payout service, you acknowledge and accept this automated process and these support limitations, to the extent permitted by applicable law.

If our team contacts you and requests additional information or confirmation before a payout can proceed, you must reply within the timeframe stated in our message. If you do not respond, your account may be treated as inactive until the matter is resolved, and certain services may be suspended temporarily, including payouts.

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

Mastercard card

New: eligible merchants can ask Customer Support to review a request for a Mastercard card intended for direct real-time payouts from their account. This is a support-led option: submitting a request does not create an order, issue a card, charge a fee or guarantee approval.

Who can request it

Open Mastercard card from the main account menu and select Apply for a card. This creates a Support ticket so the team can identify the service you are requesting. The team reviews account status, verification, eligibility, operational availability and any required account or delivery details before deciding whether the service can be approved.

Only an approved request may move to the next stage. Card issuance, activation and real-time payout availability remain subject to the applicable programme, issuer, network and account requirements. A request is not a promise that a card will be available immediately or at all.

One-time issuance price

The one-time card issuance price is 10.00 EUR. It is payable as part of the manual request process and is not deducted automatically from your account balance. There is no automatic checkout when you open a request. If Support approves your request, it will confirm the next steps and any applicable payment instructions before a card is issued or activated.

Plastic card, registered address and PIN

The card is a physical plastic card. If a request is approved, it is sent only to the street address, city, postal code and country currently registered in the account profile. We do not arrange delivery to an alternative address through a support ticket. Update the registered profile address before submitting a request. The PIN is created only after the card has been activated; never include a PIN, card number, security code or other sensitive payment data in a support message.

How the manual review works

  1. Open Mastercard card from the main account menu and select Apply for a card.
  2. Before sending the request, confirm that the registered profile address is the address to which the plastic card may be sent.
  3. Support manually reviews the request and may ask for information needed to assess eligibility or delivery.
  4. If approved, Support confirms the current issuance price, payment instructions and the activation or delivery steps that apply to your request.
  5. After activation, the PIN is created through the applicable activation process. Once all required steps are complete, Support confirms whether direct real-time payouts are available for the approved card.

Keeping your information safe

Do not send card numbers, PINs, passwords, full security codes or other sensitive payment information in a support ticket. Customer Support will never require those details in a ticket to review this request.

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 select the country of the payout account. For countries that use IBAN, enter the account holder and IBAN. For other countries, the form changes to show the local account number, bank name and the routing, branch or SWIFT/BIC details that apply to that payment system. We do not apply a restrictive generic checksum rule because local account formats differ between countries. For your security, only the last four characters of the account identifier are shown afterwards.

Bank accounts are approved automatically. You can submit a payout request as soon as you have added a supported account; the planned execution date is shown for each request.

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. A qualifying payment must be a genuine payment for legitimate goods or services and remains subject to review under the Terms and Conditions. Do not create or use transactions solely to obtain, manipulate or simulate a promotional outcome.

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 regular promo 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.

If your active regular promo has an expiry date, the system sends a single reminder email when less than 24 hours remain. The reminder includes the exact expiry time and repeats the exact offer (bonus amount and minimum required transaction) so you know what you need to complete before the deadline. Account-specific loyalty coupons may instead use the separate validity and re-offer rules shown in their e-mails.

You cannot redeem the same code twice on the same account. You may redeem a different code later, and when multiple pending promos exist, they are unlocked one by one — the oldest pending qualifying promo is granted first.

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

Business loans

The Business loan page is available from Business tools in your account. It is a business-finance offer for eligible merchants and is reviewed by an administrator. Before applying, review both the interest display and the separate minimum-instalment calculation shown below.

Eligibility and offers

Business loan eligibility uses successful live sales volume. At least 100.00 EUR in qualifying sales unlocks a pre-approved offer of up to 5,000.00 EUR. At least 500.00 EUR unlocks up to 20,000.00 EUR, at least 1,000.00 EUR unlocks up to 50,000.00 EUR, and at least 3,000.00 EUR unlocks up to 100,000.00 EUR.

Qualifying sales are completed live API, terminal, payment-link and subscription payments. Test activity, payouts, bonuses, loan disbursements and escrow-deposit payments do not count toward either threshold.

When a threshold is reached, the offer is created or upgraded automatically. You receive an in-account notification and an e-mail, and the Business loan page becomes available under Business tools. The four ceilings are 5,000.00 EUR, 20,000.00 EUR, 50,000.00 EUR and 100,000.00 EUR, in that order. A bank account must be registered before an application can be submitted because it is the account used for final loan disbursement.

Terms shown before you apply

Submitting an application

Enter the requested amount on the Business loan page. The offer cards update to show the required security deposit and the minimum monthly instalment for that amount. Review these figures before submitting your application.

After submission, the application is marked Under review. Your administrator is notified immediately. You also receive an e-mail and an in-account notification confirming the application reference, requested amount and required security deposit. Submitting an application does not itself transfer funds or change your payout balance.

Approval and security deposit

If your application is approved, its status changes to Approved — deposit required. You receive an e-mail and a clickable account notification. The notification opens a one-time payment link created specifically for the exact security-deposit amount and your loan application reference.

The payment link uses the same hosted checkout and review process as other payment links. After it is paid, the transaction appears in the administrator’s pending-transaction queue. It is not considered an escrow-funded deposit until an administrator approves that transaction.

After approval, the payment is linked to the loan as Escrow funded. It is recorded separately from ordinary sales, does not incur the platform commission, and is blocked from payout requests. The security deposit is processed through the selected external escrow provider under its applicable terms.

Application statuses

After finalisation and repayment

Once the application and deposit are finalised, the dashboard shows a dedicated Business loan row with five cards: the approved loan, total outstanding amount, minimum monthly instalment, final repayment date and the blocked security deposit. This row appears only after the security-deposit transaction has been approved and the loan has been finalised.

The loan amount is sent to the payout bank account registered on your account. The outstanding amount is the unpaid principal shown for the loan. The final repayment date is set to five years from approval. Your dashboard and the loan page retain the application reference and the amounts used for the loan, deposit and repayment calculations.

Notifications and e-mails

You receive an e-mail and an in-account notification when an offer becomes available, when your application is received, when the application is approved or declined, when the deposit is confirmed, and when the loan is disbursed. Administrators receive a real-time notification when you submit an application and can open the Business loans review page directly from that notification.

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

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For anything else, reach out to the Here team.