Service Portal questions and answers

The Service Portal can be used free of charge.

You must be authorised to access the mailbox for a PAYONE contract. You can confirm authorisation by entering a registration code sent to you by PAYONE GmbH. Alternatively, you can be assigned authorisation by an employee with an account that already allows access to the contract.

Please use the “Forgot your password?” feature on the portal login page if you have forgotten your password.

We will send an e-mail with a one-time password to the address stored for your account. Please bear in mind that for your own safety, the one-time password only remains valid for one hour.

The Service Portal is an Internet application. To access it, you need a PC with an Internet connection and an Internet browser. A minimum resolution of 800 x 600 dpi is required in order to display the contents at their best.

The Service Portal is available to all customers of PAYONE GmbH. Each time you register with or log into the Service Portal, you need to give your PAYONE contract number, which always begins with the sequence of numbers 4556 and has six additional digits:

Example: 4556 1 2 3 4 5 6

You need to register your PAYONE contractual company number/contract number online. Once verification is complete, you will receive an e-mail confirming that your registration has been activated on the portal. If you have more than one PAYONE contractual company number/contract number or wish to develop a company structure, please telephone customer support first.

Yes. The user who initially registered is the so-called primary user, who can create up to 10 additional joint users and grant them access rights. This allows you to decide who may or may not administer additional joint users. Please consult the user manual for a detailed description of this function.

These documents contain statements of the services you have received as a customer of PAYONE GmbH.

Invoices contain, for example, basic or lease charges, the number of transactions (POZ, ELV, etc.), authorisation charges, free or bonus transactions, functional changes, administrative transactions, etc. associated with terminal and network operation activities.

Transaction statements contain detailed information about all transactions and debit card payments within a particular period of time.

Account statements are separate transaction statements for credit card activities and contain a detailed overview of credit card transactions, sales and the costs arising from these.

The contractual company number is an alternative designation for the PAYONE contract number and is assigned when a contract is concluded with PAYONE GmbH. This always begins with the sequence of numbers 4556, and is followed by six other digits. This number is required and used for registering with and logging into the Service Portal.

The merchant number always begins with the sequence of numbers 1200, followed by additional digits. These are assigned to customers with several offices or branches. This merchant number is also used as a customer number on some documents of PAYONE GmbH. However, it cannot be used for registering with or logging into the Service Portal. The debtor number begins with 8000 and is used as a designation within our company for the customer account. The merchant or debtor number appears on some forms. This number cannot be used for registering with the Service Portal either. You must always use the customer number (which begins with the sequence of numbers 4556) for this purpose.

Documents are made available at certain intervals specified in your contract. Invoices are generated on a monthly basis. During registration, you can specify whether you would like to be informed via e-mail when new documents become available.

No, unfortunately it is not possible for documents to be made available retroactively. Documents are made available via the Service Portal from the date you requested during registration. Documents are made available for 12 months.

Documents remain available on the Service Portal for a period of 12 months.

On both the home page of the Service Portal and your personal home page (accessed by logging in), you will find a drop-down box for selecting the desired language. This appears in the top right-hand corner in each case. The languages currently available are Dutch, English, French, German and Italian. The language selected in each case will only apply for the duration of the browser session. By selecting a default language in the "Other settings" area of your profile, you can ensure that the language selected is set permanently, regardless of the browser session.

If you have entered your details incorrectly several times when attempting to log in, access will be blocked for security reasons. This can only be revoked by the Service Portal support team. In the event of this happening, please telephone the Service Portal Hotline. The number for the hotline is +49 (0)69 6630-5350.

We intend to enable this function during the next development stage.

The following requirements are generally recommended to ensure password security:

The password should:

• be changed after 3 months, where possible
• contain at least 8 characters
• not be a word found in a dictionary
• contain both letters and numbers
• contain special characters, where possible
• not be written down anywhere
• not contain words or numbers which could be related to the user

The password must contain at least 8 characters, including at least 1 number and 1 letter. The special characters "<" and ">" are not permitted.

The Service Portal has been tested with the latest version on the following browsers, with positive results:

• Microsoft Internet Edge
• Mozilla Firefox
• Google Chrome

If you are using older versions of browsers, we recommend upgrading to the latest versions. In addition to an improved level of functionality, these products also offer increased security.