Cardholder Zone: frequently asked questions
Cardholder Questions and Answers
How much is it to join?
It is free for householders to join and use Payatrader or any of the Paya websites.
How can I register?
You can either choose to register via the Register link in the Cardholder Zone (Register with us) or when you pay a trader for the first time we will take you through the registration process automatically.
Is there a transaction fee?
There are no transaction fees or any other charges. This service is completely free for cardholders.
Who is Payatrader?
Payatrader is owned by Acceptacard Limited, which is a limited company founded in 2009. Acceptacard is also registered with the FCA as a small payment institution, firm number 617090.
Who are they partnered with for card processing?
We have card acceptance arrangements in place with a number of major UK acquirers.
Why should I trust Payatrader, I have never heard of them?
Payatrader is managed and owned by a small group of highly experienced people drawn from one of the largest banks in the world. The service is fully compliant with all legal and regulatory requirements, including Payment Card Industry Data Security Standards (PCI DSS) and Data Protection and the FCA.
I'm not happy with the work carried out by a trader, what do I do?
Firstly you should take this up with the trader. If you have already done that and the problem has not been resolved then you can raise a dispute on our website at www.payatrader.com, provided that it is no more than 5 days since the transaction.
What confirmation of payment do I get?
We will send you an email confirming the payment. If you paid by telephone and don't have an email address we will give you verbal confirmation at the time of the telephone payment.When you log into your account you can see all your transactions on the 'My Transactions' page. Your credit card statement from your card issuer will also identify the transaction as being from Payatrader.
How do I know the Payatrader site is secure?
We use a Secure Socket Layer to encrypt your details and keep them secure. This is evident from the padlock displayed by your web browser (various locations depending on browser used) and the https:// prefix to the website address. The website is also certified secure by GlobalSign - you can view our security certificate by accessing the Security Report within your web browser.
How do I opt out of receiving marketing materials?
You can do this by changing your settings on the website.
I've forgotten my password and can't login
Please follow the prompts on the login page for a forgotten password. The website will help you to select a new password.
How do I tell you about my change of address, telephone, other details?
You can update all of your details when you log into your account on the 'My Details' page. Alternatively, you can tell us about changes by writing to Paya Customer Services, Victory House, 400 Pavilion Drive, Northampton, NN4 7PA.
Why can't I request changes over the telephone?
This is a security measure. Our website requires you to enter your password to authorise the changes you want to make. If you do not have access to the Internet, you can tell us about changes by writing to Paya Customer Services, Victory House, 400 Pavilion Drive, Northampton, NN4 7PA. Please note that we may carry out additional checks to ensure that this is a genuine request for changes.