# Frequently Asked Questions

### FAQ about account

<details>

<summary><strong>Where can I find the instance name of my account?</strong></summary>

Once you are logged in to Payrexx, you can find the instance name of your Payrexx account in the browser’s address bar. It is the part of the URL that appears before *.payrexx.com*.

In the following example, the instance name is **demo**:

<div align="left"><figure><img src="/files/o7cqUO04Oed4xX8Oey70" alt=""><figcaption><p>The instance name of this Payrexx account is "demo".</p></figcaption></figure></div>

</details>

<details>

<summary><strong>I changed my website’s hosting provider. Do I need to adjust anything in Payrexx?</strong></summary>

No. If you have only changed your hosting provider and your website's domain remains the same, there is no impact on Payrexx.

</details>

### FAQ about login

<details>

<summary><strong>I forgot my password. What can I do?</strong></summary>

If you no longer remember your password, click on the "Forgot password" link on the [login page](https://login.payrexx.com/) and enter the email address associated with your account. You will then receive an email that allows you to reset your password.

</details>

<details>

<summary><strong>What should I do if I do not receive the activation code?</strong></summary>

If you did not receive the [two-factor authentication](/merchant/english/account/settings/user-administration/2-factor-authentication.md) code by email, please check the following points:

1. **Check spam/junk folder**\
   Please look in the spam/junk folder of your email inbox. If you find our email there, mark the sender address as "not spam" or "trusted".
2. **Save/whitelist sender address(es)**\
   Please add our email address as a contact in your email provider’s address book. This ensures that future emails are reliably delivered.
3. **Check email filter rules**\
   Please verify whether any filter rules are active in your inbox or email program that might block our emails or move them elsewhere. If so, remove these rules.
4. **Check quarantine mailboxes**\
   If your company uses a quarantine mailbox or an email security service (e.g., Microsoft Quarantine, Barracuda, Mimecast, FortiMail), it is possible that our emails are being held there. If so, please release our emails.
5. **Check IT and firewall restrictions**\
   If necessary, ask your IT department to whitelist our sender address (e.g., firewall, antivirus scanner, blacklist entries).

If you still do not receive the activation code, please contact our support team by submitting a [ticket](https://support.payrexx.com/en/support/home).

</details>

<details>

<summary><strong>How long does a user remain logged in after registering if they are inactive?</strong></summary>

An inactive user remains logged in for 4 hours. After that, they are automatically logged out.

</details>

### FAQ about transactions

<details>

<summary><strong>Why was the payment declined?</strong></summary>

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"](/merchant/english/payment/payment-status.md).

</details>

<details>

<summary><strong>What is 3-D Secure?</strong></summary>

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.

</details>

<details>

<summary><strong>Can I receive payments from customers abroad?</strong></summary>

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

In this case, the customer will see an amount adjusted according to the current exchange rate. You will receive the exact amount credited to your account. The exchange rates are determined by the customer’s card issuer, meaning the conversions take place automatically.

Please note that higher credit card fees may apply to [international payments](/merchant/english/payment-provider/payrexx-pay/card-regions-and-fees.md).

</details>

<details>

<summary><strong>Can I accept card payments physically?</strong></summary>

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

* Use one of our [POS terminals](/merchant/english/pos/pos-terminals-overview.md).
* Use the [Tap to Pay](/merchant/english/taptopay/tap-to-pay-overview.md) solution.
* Use the E-Commerce tool [QR Pay](/merchant/english/account/tools/qr-pay.md).
* Send them a link to the sales page and ask them to complete the payment on their own device.

</details>

<details>

<summary><strong>Why do we need the customer's e-mail address?</strong></summary>

As a regulated payment service provider, Payrexx is required to collect certain minimum information to identify the paying customer in order to comply with the requirements of the card schemes and acquiring banks.

In addition, the customer’s e-mail address is required for operational and regulatory reasons, including but not limited to:

* Sending payment [notifications](/merchant/english/account/settings/notifications.md)
* Fraud prevention and risk checks
* 3-D Secure authentication processes
* Handling of chargebacks
* Contacting the customer in case of payment issues

</details>

### FAQ about transaction fees

<details>

<summary><strong>Why do credit card payments sometimes incur higher fees?</strong></summary>

[Mastercard](/merchant/english/payment-provider/payrexx-pay/payment-methods/mastercard.md) and [Visa](/merchant/english/payment-provider/payrexx-pay/payment-methods/visa.md) payments are subject to fees ranging between 1.35% and 2.5%, depending on your [Payrexx plan](https://payrexx.com/pricing). However, if the country where the credit card was issued is located in a different card region, fees can rise up to 3.4%.

[Learn more about card regions](/merchant/english/payment-provider/payrexx-pay/card-regions-and-fees.md)

</details>

<details>

<summary><strong>Why are there additional transaction fees with third-party payment providers?</strong></summary>

For [external payment providers](/merchant/english/payment-provider/external-payment-provider.md) such as [PayPal](/merchant/english/payment-provider/external-payment-provider/wallets-and-more/paypal.md) or [Amazon Pay](/merchant/english/payment-provider/external-payment-provider/wallets-and-more/amazon-pay.md), Payrexx charges additional transaction fees. This is because Payrexx acts as a technical interface and provides the tools for payment processing.

The additional fees vary depending on the [plan](https://payrexx.com/en/prices):

* Free: 1.00%
* Standard: 0.50%
* Premium: 0.25%

</details>

### FAQ about payouts

<details>

<summary><strong>When will I receive my payouts?</strong></summary>

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

**Payrexx Pay and Payrexx Pay Plus**

* For newly registered merchants, a standard payout delay of 4 days applies.
* After processing payments via Payrexx for at least 3 months, a merchant can request a reduction of the payout delay to 3 days by contacting our [support team](/merchant/english/faq/payrexx-support-portal.md).
* For merchants assessed as higher risk, Payrexx reserves the right to increase the payout delay up to 8 days.

Due to bank processing times, it may take up to 3 days for the funds to reach your account. For more information on payouts, please refer to the article about [payouts](/merchant/english/account/payouts.md).

**External Payment Providers**\
For [external payment providers](/merchant/english/payment-provider/external-payment-provider.md), Payrexx has no control over the payouts. Please contact the respective payment provider directly for details on their payout procedures.

</details>

<details>

<summary><strong>Why haven’t I received my payout?</strong></summary>

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](/merchant/english/payment/disputes.md) (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](https://support.payrexx.com/en/support/home).

</details>

<details>

<summary><strong>Why are one or more transactions missing from my payout?</strong></summary>

If you notice one or more transactions missing from a payout, this is often due to a [payout delay](https://docs.payrexx.com/merchant/english/account/payouts#payout-delays).

</details>

<details>

<summary><strong>Is VAT included in the payouts?</strong></summary>

No, the amounts that Payrexx transfers to your bank account do not include VAT (Value Added Tax).

</details>

### FAQ about payment methods

<details>

<summary><strong>Why is Apple Pay not displayed in my checkout?</strong></summary>

If the [Apple Pay](/merchant/english/payment-provider/payrexx-pay/payment-methods/apple-pay.md) payment method does not appear in the checkout process on your website, this is often due to the way the payment form has been [integrated](/merchant/english/account/tools/pages/website-integration.md).

Apple Pay does not work if the payment form is embedded into the website using an iFrame. This is due to restrictions imposed by Apple, which Payrexx cannot influence.

</details>

<details>

<summary><strong>How can I offer my customers payment by invoice?</strong></summary>

Payrexx provides various solutions that allow your customers to pay by invoice. We have summarized all of these options in the article [Buy Now Pay Later](/merchant/english/payment-provider/buy-now-pay-later.md).

</details>

### FAQ about plans and billing

<details>

<summary><strong>How can I change my plan?</strong></summary>

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](/merchant/english/account/settings/plan-and-billing.md). You can find an overview of all available plans on the Payrexx [website](https://payrexx.com/en/prices).

</details>

<details>

<summary><strong>Where can I find my invoices from Payrexx?</strong></summary>

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

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