Payconiq for businesses FAQs

Payconiq for businesses FAQs

General questions

How do I get started with Payconiq for my business?

Sign a Payconiq contract and SEPA Direct Debit (SDD) mandate at your KBC branch to start accepting payments using Payconiq.

What are my technical requirements in order to use Payconiq for my business?

Once you’ve signed up as a business user (sorted out your contract and SDD mandate), all you need then is access to the merchant portal to view and manage payments you receive. You can access it on a tablet, smartphone or PC over a cable or wireless Internet connection.

How much does it cost?

There are no set-up or periodic charges. You pay 0.06 euro cents per transaction for payments made to your business.

When do I receive the customer payment into my account?

SEPA credit transfer rules also apply to payments made using Payconiq. That means you usually receive payment one banking day after the payment was made.

If your customer pays using one of our debit cards, the money goes straight into your account.

Can I integrate Payconiq into my cash register?

This isn’t available for the moment, but Payconiq will certainly monitor market needs and announce any new features launched.

Where can I view my transactions?

You can monitor all your Payconiq transactions in real time using the Payconiq Merchant Portal, a portal site for businesses. You can access it at www.payconiq.be → Merchants → Login or using this link: https://portal.payconiq.com/login.

Payconiq transactions also appear on your account statements.

Contract

What is the contract period?

Contracts are open-ended.

Who do I contact if I have any questions about my contract?

Contact your commercial contact.

I have premises at various locations. Can I have one overall Payconiq contract for all my outlets?

Businesses need separate contracts for each location. That means you need a separate e-mail address for logging in at each location. The account to be credited can, however, be the same for all your contracts. This allows all your outlets to be included in the Payconiq app at the right location and each one can access its own Merchant Portal.

Installing and activating the app

Why did I receive a link to the Merchant Portal?

Once your business appears in the Payconiq app, you have access to the Merchant Portal. Payconiq sends you a welcome e-mail with instructions on how to get started.

Why isn’t the link to the Merchant Portal working?

There could be a number of reasons. Send an e-mail to info@payconiq.be and describe the messages you’re getting. Payconiq will contact you as soon as possible.

Why can’t I log into the Merchant Portal?

Check whether you’ve used the right e-mail address (given in your welcome e-mail) with the right password. Make sure there are no spaces before or after the e-mail address or password. If you’re still having problems, contact Payconiq at info@payconiq.be.

Hoe kan ik mijn handelaarsportaal activeren?

Once your business appears in the Payconiq app, you receive an e-mail instructing you how to activate your Merchant Portal, including a link to where you can log in: https://portal.payconiq.com/login.

Select ‘Sign Up’ under ‘Service’, then enter the e-mail address to which your welcome e-mail was sent. This will create a temporary password and send it to that e-mail address. If it looks like you haven’t received this e-mail, check your spam folder to see whether it’s ended up there. It may also be blocked by your firewall.

Once you’ve found the e-mail, go back to the Merchant Portal and enter your e-mail address and temporary password. You will be immediately asked to change it.

When can users see my business in the Payconiq app?

The minute your contract has been processed by Payconiq.

Do I need to install the Payconiq app?

No. Businesses don’t need to install the app and only need access to the Merchant Portal to check payments.

Only users, your customers, need the app in order to make payments to your business.

You can of course use the Payconiq app yourself to make payments to other businesses. Your merchant credentials don’t work for the app, so you’ll still need to sign up as a new user.

When do I receive my welcome pack and what does it contain?

You usually receive your pack within two weeks of signing up for Payconiq. It contains a welcome letter, sticker and poster. If you’d like more promotional materials, just send your request to info@payconiq.be.

Use

What if I lose or forget my password?

Go to www.payconiq.be → Merchants → Login → ‘Reset password’. Enter your e-mail address and hit ‘Send me a password’.

A new password will be sent immediately to the e-mail address you entered.

How do I link to my device’s home screen so I can open the Merchant Portal quickly?

Depending on the device and browser you’re using, you can add the Merchant Portal to your favourites or create a link to your desktop or home screen so you can open it in a click or tap.

What if I have a question about my transactions?

E-mail your question to info@payconiq.be. Payconiq will look into it and get back to you as soon as possible.

What if I have a question about my invoices?

E-mail your question to info@payconiq.be. Payconiq will look into it and get back to you as soon as possible.

Can I receive extra marketing materials?

If you’d like extra marketing materials, e-mail your request to info@payconiq.be. Payconiq will contact you to let you know what they can do for you. Your welcome pack already contains some standard promotional material.

Do I get notified by text message or other means when my customers have paid me?

No, but you can view payments made to you using Payconiq in the Merchant Portal. A ping noise sounds every time a payment is made (you can activate this under ‘Settings’ in your Merchant Portal). Payers are notified on their smartphone when they’ve paid.

Can I undo an incorrect payment?

No, unfortunately not. You can, however, send an e-mail to info@payconiq.be with a screenshot showing the date, time and amount of the transaction. Merchants can repay clients in cash or even by Payconiq, if they use it themselves.

Can I change the logo or other details of my business in the app?

Send your request to Payconiq at info@payconiq.be. They’ll be happy to make changes for you. If you want to add a new logo, just e-mail it to them and they’ll do the rest.

How do I change my account number in Payconiq?

E-mail your request to info@payconiq.be or your commercial contact.

How do I change my Payconiq password?

Go to your Merchant Portal settings to change your password.

What if I forget my password?

Go to https://portal.payconiq.com/login and select ‘Forgot your password?’. A new temporary password will be sent to your e-mail address. You can reset this password afterwards.

How do I export transaction details to Excel?

Your Merchant Portal lists Payconiq transactions by day, week, month or year. It also lets you export the list in XML or CSV format.

Technical support

What if the Merchant Portal isn’t working?

Send an e-mail to info@payconiq.be. Answer the following questions as accurately as possible:

  • At what stage in the process did the problem occur?
  • On what type and model of device did you experience the problem?

Do you have a full Internet connection or is your device in flight mode?

Can I open my Merchant Portal on two different devices at the same time?

Yes! It’s still advisable for each of your outlets to create its own Payconiq merchant account so each has separate Merchant Portal access.

I have a shop and also make deliveries. How do I use the payment system in my shop as well as on the road?

You can use the same merchant account on different devices to log in in to your Merchant Portal so you can accept payments by Payconiq in your shop or on the go.

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