Frequently Asked Questions
On this page, you will find the most frequently asked questions sent to Payrexx – including answers and explanations.
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 ticket.
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 "Payment Status".
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:
Use one of our POS terminals.
Use the E-Commerce tool QR Pay.
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?
With external payment providers, 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 plan:
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:
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 support article.
External Payment Providers For external payment providers, Payrexx has no control over the payouts. Please contact the respective payment provider directly for details on their payout procedures.
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.
Ensure that there are no open disputes (open disputes always result in a payout hold).
Verify under Settings > Payout Settings if the currency and bank details entered are correct. If not, update the information.
If you still haven't received your payout, please contact us by opening a support ticket.
Why are one or more transactions missing from my payout?
If you are missing one or more transactions in your payout, it is often due to the so-called 8-day rule.
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?
You can change your plan with just a few clicks directly in your Payrexx account. For detailed instructions, please refer to the relevant support article.
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