Trader Questions and Answers

How do I join Payatrader?

You join by filling in the application form on our website

How much is it to join?

See our fees page for current pricing.

Is there an annual or additional subscription fee?

No, there are no additional subscription fees with Payatrader.

What other fees will I pay?

You will pay a service charge based on the value of the payments you receive through Payatrader.

Is there a service charge / transaction fee?

Yes, traders pay a service charge calculated on the value of the transaction.

How do I get more stationery?

You can download stationery on line by logging into your account at www.payatrader.com.

When are transactions paid to me?

Transactions are settled every Tuesday and transferred by BACS to your bank account the same day. BACS payments will normally be credited to your account on the following Thursday i.e. after 2 working days.

How long is it before I get my money?

Settlement takes place each Tuesday and settles all payments processed up to midnight on the preceding Friday. Depending on when you take a payment you can expect to receive the funds into your bank account between 6 and 13 days later, on average 10 days.

I've ordered a PayMate Terminal, when will this arrive?

We send you a confirmation email to acknowledge your order and confirm payment. Delivery will normally be within 14 days from the date of the order. We will also keep you informed of any changes to the expected delivery date.

What is the weekly charge for?

This covers the SIM data charges and terminal support.

How do I pay the weekly charge?

This is deducted from any monies due to you before final settlement. Should there be insufficient funds in your account to cover this charge we reserve the right to contact you to request a separate payment to cover any outstanding amounts.

Is there a discount if I buy multiple terminals?

If you require 10 or more terminals please contact us on 0333 123 1243 and select the SALES option.

My PayMate terminal is not working properly, what do I do?

If you are having a problem operating the terminal please follow the instructions in the PayMate User Guide (available in the Resources area) to reset the terminal. If you are still experiencing problems call our support line on 0333 123 1243 and select the SUPPORT option.

How can I provide a customer receipt with PayMate?

Your customer has 2 choices. They can provide their mobile number when prompted by the PayMate and this will send an SMS receipt containing a link should your customer want a printed copy. If they don't have a mobile then PayMate will ask you to provide a written receipt (there are partially completed templates that you can download and print in the Resources area).

What is a disputed transaction?

This is where a householder is not satisfied with the work that you have done for them. We have put the transaction on hold until you have rectified the situation to the satisfaction of the householder.

I want to close my account?

You can close your account by writing to us at Payatrader, 1 Westleigh Office Park, Scirocco Close, Moulton Park, Northampton, NN3 6BW.

I have friends who would like this service do you pay an introduction fee?

Yes, just complete your friends details on the 'Recommend a Friend' page when you next log into payatrader.com. We'll send them an email telling them all about Payatrader and if they register we will credit your account with your reward.

How much is the introduction reward?

See our fees page for current pricing.

When do I get my reward for introducing a friend?

As soon as your friend successfully completes their registration with Payatrader we will credit your account with your reward. This will be paid into your nominated bank account during the weekly settlement run.

How do I get a record of the information you hold about me (Data Protection Act / Subject Access Request)?

We can provide you with a report of all the information we hold about you. Please submit your request in writing to The Data Controller, Payatrader, 1 Westleigh Office Park, Scirocco Close, Moulton Park, Northampton, NN3 6BW. We will respond within 30 days. Please note that we may charge a fee for this service.

I have people working for me can they have a card for Payatrader?

Yes, when you register online at www.payatrader.com simply enter how many people in your business need to take card payments and then provide their name and mobile telephone details in the space provided.

I've just registered online - when will I know if I've been accepted?

Our Customer Services team will manage the processing of your application and notify you of the outcome within 7 working days.

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 www.payatrader.com on the 'My Details' page.

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 Card Services, 1 Westleigh Office Park, Scirocco Close, Moulton Park, Northampton, NN3 6BW. Please note that we may carry out additional checks to ensure that this is a genuine request for changes.

Who is acquiring my transactions?

We will set you up with your existing merchant acquirer. If you do not have an existing acquirer, your transactions will be processed by our chosen acquirer. Details of the acquirer of your transactions are provided with your account details.