Transactions & Settlements
How do I view my recent transactions?
You can view your recent transactions by logging into the portal and navigating to the ‘Transactions’ tab. By default, the page will load your most recent transactions from ‘today’ however, you can also filter by other date ranges, transaction type, and status for easier review.
In addition, you can export your transactional data which will have more data elements that you can filter by.
Can I see a breakdown of fees I’ve been charged?
If you are looking for fees applied to a specific transaction these are displayed on the ‘transactions details’ page that you can get to by clicking on a specific transaction ID. If you are looking for multiple transactions then it is recommended to export your transactions. In the export you will see the fees applied to every transaction.
In the ‘Payouts’ page, if you are gross settled you will not see fees as they are debited from your account at the end of the month and will be included in your monthly invoice.
If you are a net settled merchant you will see the aggregated fee amount on the ‘payout summary’ page and then if you click on a specific payout ID you will see the transaction fee breakdown.
What’s the difference between gross and net settled?
- Gross settlement deposits your payments each day and charges your fees separately at the end of the month (via direct debit).
- Net settlement deducts your fees directly from your payments each day before we send you the funds.
What does ‘Settlements’ mean?
In the finance world, ‘Settlement’ is the process of transferring the funds taken from customers during a sale to the business that made that sale. When a customer pays using a card or digital wallet, the payment is authorised first, but the actual movement of money from the consumer’s bank to you (the merchant) is referred to as ‘settlement of funds’.
When will I receive my settlement payouts?
Payouts usually happen the next working day after the card payment is taken (so a sale on a Tuesday, should be settled on the Wednesday). For transactions that occur on Friday, Saturday or Sunday these will be settled on Monday.
Can I download my transaction or payout reports?
Yes, downloadable reports are available in CSV format. You can export reports from both the ‘Transactions’ and ‘Payouts’ sections by using the ‘Export’ function located on the top right-hand side.
Please note: depending which filters you have applied on the page at the time will depend on the export you receive, i.e. if you have selected ‘year to date’ and ‘successful’ transactions only, this will be the export you receive.
What do the various transaction statuses mean, such as Successful, Declined and Cancelled?
- Successful – The payment was approved.
- Declined – The payment has been processed, but was declined. View the transactions details to find the response code that will tell you what happened (e.g. insufficient funds on the customers card).
- Cancelled – The payment was cancelled or voided.
- Refunded – This previously successful transaction has now been refunded. Click the transaction for more details. You will notice there will be a row in the transaction list for the refund that will have a ‘successful’ status and a row for the original transaction with the updated status of ‘refunded’.
- Partially Refunded – This is the same as the ‘refunded’ status above with the only exception being that the full amount was not refunded this is only a partial refund.
How can I check if a payment was successful?
Search for the customer’s transaction under the ‘Transactions’ menu to check its status. You’ll also see a timestamp, authorisation code and any other key information about that payment.
Can I create users for my team with different levels of access?
Contact our merchant helpdesk and support teams via our live chat, email or phone. Visit the ‘Help & Support’ section in the portal for contact details and opening hours.
Can I refund a transaction from the portal?
Currently, you can’t issue a refund direct from the portal. We’re working on this and other improvements, but for now, refunds can be issued directly from your card machine or via the virtual terminal.
On the settlement / payout details page - should there be a link which takes you to the transactions page to show the transactions that make up the settlement batch?
This hasn't been enabled just yet. You can certainly click a payout ID from transaction details that will navigate merchants to the Settlement details screen. At this point in time, we haven't enabled users to click 'view related transactions'.
Why do my billing and payout bank accounts look swapped?
If you use multiple bank accounts, there is a small chance that they appear swapped on the portal (billing shown as payout and vice versa). This is only a display issue - your payouts and billing will continue to happen in the correct accounts. This will be fixed within the next fortnight, and you don’t need to do anything.
When I download an export of my Payouts, why can I not see the ‘date to’ or ‘date from’ fields?
This impacts a small number of reports, and we are working to resolve the issue. You can review the data with custom date ranges by setting these using the filters in the transaction / payout screens.
The legacy portal shows individual counts and totals under debit, credit card etc. but in the new portal they are all being shown under 'all other cards'. What does this mean?
We have simplified how we present fees to customers to improve transparency and enable merchants to more easily reconcile their invoices using the information displayed.
I purchased my PAX device outright, so why is my monthly charge showing as £75 when it should be £0?
We're working hard to resolve this issue, and it should be updated shortly. This is limited to the display only and you will not incur any monthly charges for the PAX device that you have purchased outright.
Why doesn’t my year-to-date data work in the new portal?
This is a known and expected part of our data migration process. Historical data is being moved over in stages, so some views, such as year-to-date may not yet display complete information. We're actively working on this and will keep you informed as things progress in the coming weeks.
Why do some graphs or charts appear empty or incomplete?
Some visuals rely on historical data that's still being processed and migrated. This isn’t a system issue - data is simply being added in phases. In the meantime, the old portal remains available with the full historical view.
Will I lose access to any of my data?
No. You won’t lose access to any data. The full historical data set remains available in the old portal. The new portal will contain 24 months of data once migration is complete.
When will everything be fully updated?
The new portal is designed to upload new transactions approximately every 15 minutes, so all new activity will continue to appear as normal. Historical data is being migrated in batches of up to 3 months at a time, starting with the most recent and moving backward. Because of this, you may notice that some older data hasn’t appeared yet in the new portal.
There’s no need to worry - your full history is still available in the old portal, and we’ll notify you once the migration is complete.