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  • Welcome to Payrexx
  • The first steps
    • Overview of Payrexx
    • Account Verification
      • Prohibited Business Models
  • Payments
    • Functionalities
      • Pre-authorization
      • Tokenization
      • Subscriptions
        • Subscriptions managed by Payrexx
        • Subscriptions via tokenization (API)
      • Refunds and Partial Refunds
      • MOTO payments
    • Testing
    • Payment Status
    • Disputes
      • Definition
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        • Fraudulent
        • Credit not processed
        • Duplicate
        • Product not received
        • Product unacceptable
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      • Processing and submitting evidence
        • Fraudulent
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        • Duplicate
        • Product not received
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      • Best Practices
      • FAQ
    • FAQ
  • Payment Services
    • Payrexx Pay and Payrexx Pay Plus
      • Activation and Configuration
      • Function Matrix for Payment Methods
      • Payment methods
        • Alipay
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        • Pay by Bank
        • PostFinance Pay
        • Przelewy24
        • Purchase on Invoice
        • Reka
        • Samsung Pay
        • SEPA Debit Direct
        • TWINT
          • TWINT "Pay later"
        • Visa
        • WeChat Pay
      • Card Regions and Fees
      • Charging Virtual Credit Cards
    • Payment Provider Feature Matrix
    • Country Availability
    • External Payment Providers
      • Credit Cards and Debit Cards
        • Braintree
        • BS PAYONE
        • CCAvenue
        • Clearhaus
        • Datatrans
        • HeyLight
        • Ingenico
          • Ingenico E-COMMERCE
          • Ingenico ALIAS GATEWAY
          • Masterpass Checkout
        • Mollie
        • Nexi (Concardis)
          • Concardis-Payengine start.now / speed.up / flex.pro
        • PostFinance Checkout
        • Skrill
        • Stripe
          • FAQ Stripe
        • VIVEUM
        • Worldline (Saferpay)
      • Alternative Payment Methods
        • Amazon Pay
        • Barzahlen/viacash
        • boncard / Lunch-Check
        • Coinbase
        • Giropay
        • Ideal Payment
        • Klarna
        • PayPal
        • Paysafecash
        • PointsPay
        • POWERPAY
        • TWINT
        • WIRpay
        • xMoney
      • Manual Payment Methods
        • Advance Payment
        • Bill
        • Reka-Check
    • Buy Now Pay Later
    • PCI-DSS Compliance
  • Account and administration
    • Dashboard
    • Payments
      • Transactions
      • Subscriptions
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      • Tokenization
      • Export
    • Payouts
      • Rolling Reserve
    • Customers
    • Reports
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      • Pages
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        • Discount Codes
        • Pages Subscriptions
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        • Website Integration
        • Google Merchant Center
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        • Paylink Subscriptions
      • QR Pay
      • Terminal
      • Invoice
      • Donation
        • Donation Subscriptions
        • Website Integration
      • Parameter
    • API and Plugins
    • Webhooks
    • Payment Providers
    • Settings
      • General Settings
        • Multilingual Frontend
        • Google Analytics
        • Facebook/ Meta Pixel
        • Custom Domain
        • 2-Factor Authentication
      • Company Data
      • Payouts Settings
      • User Administration
      • Look & Feel
      • Notifications
      • Legal
      • Plan and Billing
    • FAQ
  • Integration
    • E-Commerce Systems
      • WooCommerce
      • PrestaShop
      • Shopware 5
      • Shopware 6
      • Shopify
      • MyCommerce
      • Ecwid
      • Magento 2
      • Gambio
      • Gravity Forms
      • Drupal
      • NopCommerce
      • CS Cart
      • JTL Shop 5
      • Odoo
      • saldiaShop
      • FLOW Shopsoftware
    • Content Management Systems (CMS)
      • Cloudrexx
      • Concrete5
      • Drupal
      • Jimdo
      • JoomDonation
      • Modmore
      • Paymattic
      • Weebly
      • WIX
      • Zappter
    • Business Software
      • aforms
      • Cura Fundraising
      • Deinlokal (maaxx)
      • GUVOTO
      • Make
      • Reservation System (Hürlimann Informatik)
      • SelectLine
      • Zapier
    • Other Integrations
  • Point of Sale
    • POS Terminals Overview
    • Ordering a Terminal
    • Tutorials
      • Terminal Basics
      • Operating the Terminal
      • Connecting to the Internet
      • Performing Transactions
      • Managing Transactions
      • Advanced Settings
    • Returning a Terminal
  • Tap to Pay
    • Tap to Pay Overview
    • Setting Up Tap to Pay
    • Processing Payments
    • Transaction Overview
    • Analytics Tools
    • Tap to Pay Settings
  • SUPPORT
    • Payrexx Support Portal
    • Frequently Asked Questions
  • Accessibility
  • Release Notes
    • Release Notes 2025
      • Release 2025.04
      • Release 2025.02
    • Release Notes 2024
      • Release 2024.11
      • Release 2024.09
      • Release 2024.07
      • Release 2024.05
      • Release 2024.03
      • Release 2024.01
    • Release Notes 2023
      • Release 2023.12
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On this page
  • FAQ about login
  • FAQ about transactions
  • FAQ about transaction fees
  • FAQ about payouts
  • FAQ about payment methods
  • FAQ about plans and billing

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  1. SUPPORT

Frequently Asked Questions

On this page, you will find the most frequently asked questions sent to Payrexx – including answers and explanations.

Last updated 5 months ago

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FAQ about login

I forgot my password. What can I do?

If you have forgotten your password, click on the "Forgot password" link and enter the email address associated with your account. You will then receive an email allowing you to reset your password.

If you do not receive the email, please check your spam folder. If you find it there, make sure to mark the sender as "Not spam."

What should I do if I do not receive the activation code?

If you do not receive the activation code during two-factor authentication, please check your spam folder. If you find it there, mark the sender as "Not spam."

If you still do not receive the activation code, please contact our support team by submitting a .

FAQ about transactions

Why was the payment declined?

There could be several reasons for a payment being declined. The most common reasons include:

  • The transaction was not correctly confirmed with 3-D Secure.

  • There were insufficient funds on the card.

  • The payment was declined by the buyer’s bank.

  • The transaction was flagged as a potential risk/fraud attempt.

Each transaction in Payrexx is assigned a status. For further details, refer to the article .

What is 3-D Secure?

3-D Secure is a process designed to increase the security of credit card transactions. It aims to reduce credit card fraud and protect all parties involved in the transaction. 3-D Secure is mandatory for online credit card purchases within the European Union.

After the buyer enters their credit card details and initiates the transaction, a connection is made to the card issuer. The buyer is asked to verify their identity with a code (two-factor authentication via an app or SMS). Once authentication is successful, the credit card payment is processed.

Can I receive payments from customers abroad?

Yes. Even if the customer's credit card was issued in another country and/or operates in a different currency, you can still receive payments from that customer.

The customer will see an amount adjusted according to the current exchange rate. You will receive the exact amount in your account. The exchange rates are determined by the payer’s card issuer, and conversions are handled automatically.

Can I accept card payments physically?

Yes, with Payrexx, you can also accept card payments physically. The following options are available:

  • Provide the customer with your device to enter card details and complete the order.

  • Send them a link to the sales page and ask them to complete the payment on their own device.

FAQ about transaction fees

Why are there additional transaction fees with third-party payment providers?
  • Free: 1.00%

  • Standard: 0.50%

  • Premium: 0.25%

FAQ about payouts

When will I receive my payouts?

When you receive your payouts to your bank account depends on which payment provider you are using:

Why haven’t I received my payout?

To find out the reason for a missing payout, please first check the following points:

  • Navigate to the Payment Providers section in your merchant administration and check if your account is verified with Payrexx.

  • Verify under Settings > Payout Settings if the currency and bank details entered are correct. If not, update the information.

Why are one or more transactions missing from my payout?

This rule states that only transactions that are at least 8 days old are included in a payout. Transactions that are less than 8 days old will not be included in the current payout but will be included in the next one.

FAQ about payment methods

Why is PostFinance Pay not displayed in my checkout?

If the PostFinance Pay payment method is not displayed during the checkout process on your website, it is often due to the way the payment form is integrated into the website.

PostFinance Pay does not work if you embed the payment form using an iFrame or modal window. This is due to restrictions from PostFinance, which Payrexx has no control over.

Why is PayPal not displayed in my checkout?

If the PayPal payment method is not displayed during the checkout process on your website, it is often due to the way the payment form is integrated into the website.

PayPal does not work if you embed the payment form using an iFrame or modal window. This is due to restrictions from PayPal, which Payrexx has no control over.

FAQ about plans and billing

How can I change my plan?
Where can I find my invoices from Payrexx?

You will receive your invoices from Payrexx via email. Additionally, you can find them in your Payrexx account by navigating to Settings > Plan & Billing.

Use one of our .

Use the E-Commerce tool .

With , such as PayPal or Amazon Pay, Payrexx charges additional transaction fees. This is because Payrexx serves as a technical interface and provides the tools for payment processing.

The additional fees vary by :

Payrexx Pay and Payrexx Pay Plus Payouts are generally processed once a month (on the last day of the month). Due to bank processing delays, the funds will typically arrive about three days later. For more information about payouts, please refer to the relevant .

External Payment Providers For , Payrexx has no control over the payouts. Please contact the respective payment provider directly for details on their payout procedures.

Ensure that there are no open (open disputes always result in a payout hold).

If you still haven't received your payout, please contact us by opening a .

If you are missing one or more transactions in your payout, it is often due to the so-called .

You can change your plan with just a few clicks directly in your Payrexx account. For detailed instructions, please refer to the relevant .

ticket
"Payment Status"
POS terminals
QR Pay
external payment providers
plan
support article
external payment providers
disputes
support ticket
8-day rule
support article