FREQUENTLY ASKED QUESTIONS

What should I do if I encounter an issue with my linked bank account?

If you see an error face an issue. such as, incorrect bank account details, failed payouts, or other account-related problems, please reach out to us at support@goscanpay.com for assistance.

What does a negative balance mean?

A negative balance indicates that the funds collected were insufficient to cover the deductions in the same period. This could happen if a refund is issued or if there are dispute withdrawals against your account.

Why is my payout not showing in my bank account, even though the status is “Success” on ScanPay?

Once the payout has left ScanPay, we typically see the amount reaching your bank within 2-3 business days. Banks typically process funds within the business day, but sometimes they can add extra days. including weekends and bank holidays. Once the bank has finished processing the transfer, they will deposit the money in your bank account automatically.

What do the different payout statuses mean?

A payout status indicates where the payout is in its journey.

  • "Initiated": The payout process has been started. At this point, the transactions have been collated, and the payout amount has been fixed.
  • "In Transit": The payout is currently in transit to your bank account.
  • "Success": Payouts expected to have arrived at your bank account.
  • "Failed": Payouts that encountered errors and were unsuccessful.
How can I see where the payouts are being sent to?

You can view the details of your linked bank account, including where the payouts are being sent, in the ScanPay app settings. Simply navigate to the Balance & Payouts > "Manage Bank Account" section to review your linked account.You can also go to any payout and check “Sent to” under “Overview”.

How long does it take to receive payouts?

Unless specified, payouts are sent via Standard ACH and typically take 2-3 business days to reach your bank account.

Who initiates payouts?

Payouts are initiated automatically by ScanPay according to the payout schedule. You can view your payout schedule under Balance & Payouts > Payout Schedule.

Is my bank account information secure when linking it in ScanPay?

Yes, absolutely. ScanPay has partnered with Stripe, a PCI-compliant and SOC 1 and SOC 2 compliant platform, to ensure the security of your bank account information.

How do I link my existing bank account to receive payouts in ScanPay?

To link your bank account, simply submit an application with your KYC/KYB details through the app. Once approved, you can link your bank account by either using your online login details for your bank account or by manually entering your account information.

How is the balance calculated?

Your balance in ScanPay is the net of your payments collected, refunds processed, fees deducted, credits applied, and any adjustments like disputes. Your Total Balance consists of "Upcoming Payouts," representing the active balance affected by current payments and refunds, and "On the Way," indicating payouts already initiated from ScanPay that are expected to arrive soon.

What is a Payout?

A payout is how money gets transferred from your ScanPay balance to your linked business bank account. When you collect payments from your customers via ScanPay, the money is first deposited into your balance. This balance is transferred to your linked bank account based on your payout schedule.

How can I add items from the ScanPay Catalog to an invoice?

To add an item when creating or editing an invoice on ScanPay web:

  1. On create or edit invoice screen, Click on Add from Catalog
  2. Search for or select the item you want to add from the list.
  3. You can edit the price, quantity, description, and even the applied taxes.
  4. When you are satisfied, click Save.

To add an item when creating or editing an invoice on ScanPay mobile app:

  1. On the generate invoice or the edit invoice screen, click on Add line item button.
  2. Search for or select the item you want to add from the list.
  3. You can edit the price, quantity, description, and even the applied taxes.
  4. When you are satisfied, click Save.

Tip: you can always edit a line item after you’ve added it as well.

Can I create categories to organize my ScanPay Catalog?

Yes, you can create categories to organize your ScanPay Catalog.

This makes it easier to find the items you need when adding them to your invoices.

For example, you could create categories for different types of services you offer, or categories for products from different suppliers.

Can I edit or delete items from my ScanPay Catalog?

Yes, you can edit or delete items from your ScanPay Catalog at any time.

Simply navigate to the Catalog tab in the Invoicing section of your account and select the item you want to edit or delete.

This makes it easy to keep your catalog up-to-date and accurate.

How to create service charges in the catalog?

Go to the Catalog section - in the left-hand navigation bar on the web and in the team settings menu when you click the top left menu button.

Go to Service Charges page and select “Create”

Fill in the required fields -

  1. Name
  2. Amount - You choose to add a flat amount ($) or a percent (%). If you choose a percent (%), then it will be applied to your invoice’s sub-total.
  3. Taxes - Choose the taxes to be applied by default on this item subtotal

Click on Save

How to create taxes in the catalog?

Go to the Catalog section - in the left-hand navigation bar on the web and in the team settings menu when you click the top left menu button.

Go to Taxes and select “Create”

Fill in the required fields -

1) Name

2) Tax rate (in %)

3) Apply Tax to Items - Choose between 2 options -

  • All items - This option automatically adds this tax to all current and future items created.
  • Select items - This option allows you to select the individual items this tax rate will apply to. You can also add it to one-time items you create while creating an invoice.

4) Apply Tax to Service charges - Choose between 2 options -

  1. All service charges - This option automatically adds this tax to all current and future service charges created.
  2. Select service charges - This option allows you to select the individual service charges this tax rate will apply to. You can also add it to any one-time service charges you create while creating an invoice.

Click on Save

How to create items in the catalog?

Go to the Catalog section - in the left-hand navigation bar on the web and in the team settings menu when you click the top left menu button.

Go to Items and select “Create”

Then, fill in the required fields -

  1. Item Name
  2. Category - Adding an item to a category will help you find it more easily when creating an invoice.
  3. Unit price
  4. Taxes - Choose the taxes to be applied by default on this item.
  5. Description - Enter a brief description of the item. You can always modify it on individual invoices.
  6. SKU (optional) - Add an identifier to help you connect this item to your own records

Click on Save

What is the ScanPay Catalog feature?

With the ScanPay Catalog, you can create a list of items (for products and services) that you offer, service charges (like emergency or rush fees), and taxes that you have to collect.

Your team can then quickly add them to your invoices as needed, saving you time and ensuring that your invoices are accurate and consistent.

How do I apply for Tap to Pay?

You need to download ScanPay mobile app and apply for an account. If you are approved then you will get access to Tap to Pay.

There is no separate application for Tap to Pay.

I lost my smartphone with the Tap On Phone application installed in it. What should I do?

Please send an email to support@scanpay.tech to keep the account on hold.

No one can access the ScanPay app without having access to your mobile authentication.

Is there an amount limit for accepting Tap to Pay transactions?

There are no specific limits for ‘Tap to Pay’ transactions

You can accept up to the limit provided by ScanPay for card transactions (which are the same for QR, invoice or Tap to Pay transactions)

In some cases, the card issuing bank may have certain limits on contactless transactions. Customers can call the bank to increase limits or scan the QR and pay on their Mobile.

Can I change my business name in the Tap to Pay interface?

The business name that appears in the interface is based on the details provided under the Team Name on ScanPay App.

To change the name please go to the “Manage Team” section in the APP and you can edit the Team Name.

Will using Tap to Pay on Android Phone affect the battery life of my device?

No. Tap to Pay won't have a noticeable impact on battery life.

Is there an extra fee for Tap to Pay transactions?

There is no extra fee for Tap to Pay transactions, you will pay the standard fee irrespective of the payment method

Where exactly is the NFC reader on my Android phone located?

All Android devices have NFC reader on the back side.

NFC reader might be at the top or middle or bottom of your device. Please check product specification of your brand to locate the NFC reader.
-

Samsung: The link below will guide you to Samsung's homepage where you can find the location of your NFC detection area with the help of pictures: https://www.samsung.com/hk_en/nfc-support/#devicelist

Google Pixel: To find the NFC detection area for your Google Pixel phone you can follow the link below. You will find the location of the NFC antenna shown on sketches: https://support.google.com/pixelphone/answer/7157629

For rest of the brands, please visit to the brand website, select your model and look for NFC location in Specifications or FAQs

How do I accept payments with Tap to Pay using ScanPay?

1) When accepting a contactless payment with the ScanPay app, the user interface indicates where the customer should hold their card or device on the screen, and when the tap is successful.

2) When the tap interface is ready, Ask the customer to hold their contactless payment method on the back of your device until the screen indicates the tap has been successful, and you hear the Tap to Pay success sound.

3) You need to wait for the ScanPay app to show the successful completion of the transaction. There are few more steps after the Tap

4) In case of the payment please reattempt based on the error messages on the ScanPay app.

What payment types can I accept with Tap to Pay?

With Tap to Pay, you can accept any form of contactless payment, including Apple Pay, Google Pay, and other digital wallets and contactless debit and credit card.

You can accept all types of contactless cards issued by Visa, Mastercard, Amex or Discovery

Which Android devices are supported for Tap to Pay?
  1. Your device should have a functioning NFC
  2. Runs Android 9 or above (update to the latest android for the best experience)

Some of the devices supported for Tap to Pay (not an exhaustive list)

Brand Model
Google Pixel, Pixel XL, Pixel 2, Pixel 2 XL, Pixel 3, Pixel 3 XL, Pixel 4, Pixel 4 XL, Pixel 5, Pixel 6, Pixel 6 Pro Pixel 3a, Pixel 3a XL, Pixel 4a, Pixel 5a
Samsung Galaxy A12, Galaxy A13, Galaxy A21, Galaxy A21s, Galaxy A23, Galaxy A32, Galaxy A42, Galaxy A51, Galaxy A52, Galaxy A53 Galaxy S9, Galaxy S10, Galaxy S20, Galaxy S21, Galaxy S22 Galaxy Note9, Galaxy Note10, Galaxy Note20 Galaxy Tab Active2, Galaxy Tab Active3
Oppo A5, A9, A16s, A54s, A73, A74, A94, A96 Reno2, Reno3, Reno4, Reno5, Reno6, Reno7 Find X2, Find X3, Find X5
OnePlus 7, 7 Pro, 7T, 7T Pro, 8, 8 Pro, 8T, Nord, 9, 9 Pro, 9RT
Xiaomi Redmi Note 10 5G Redmi Note 10 5G

What is Tap to Pay?

Tap to Pay lets you accept contactless payments, right on your mobile device — without any extra terminals or hardware. Accept payments from contactless credit or debit cards, Apple Pay, Google Pay, and other digital wallets. All you need is to ScanPay app on your Mobile.

Will using Tap to Pay on iPhone affect the battery life of my device?

No. Tap to Pay on iPhone won't have a noticeable impact on battery life.

What if a contactless payment card is not being read?

The performance of contactless cards can vary based on the card design, such as the card material or the location of the antenna. As a result, some cards connect more easily than others.

Try the following to ensure a successful card read:

  1. First, ask the customer to hold their contactless payment card directly on the device with the chip on the left side and the longer side of the card lined up with the edge of the tap area for several seconds.
  2. If the card still doesn't read, ask the customer to slide the card to center the chip directly over the notch on the device.
  3. If the contactless card remains unread without any feedback from the interface, the card might have a damaged antenna or might not work with contactless payments.
When a customer taps their card, the interface displays a “Try a Different Card” or “Unable to Read Card” error. What does this mean?

This means that the customer is using a contactless card that is not supported. For example, an international customer may have a card that isn't widely accepted outside their region.

How do I know if the customer's payment card is contactless?

Contactless cards have an EMV® Contactless Indicator on the back or the front of the card.

How do I accept payments with Tap to Pay on iPhone?

When accepting a contactless payment with Tap to Pay on iPhone, the user interface indicates where the customer should hold their card or device on the screen, and when the tap is successful.

When the tap interface is ready, tilt your iPhone toward the customer. Ask the customer to hold their contactless payment method over the tap area until the animation indicates the payment has been completed, and you hear the Tap to Pay on iPhone success sound.

What payment types can I accept with Tap to Pay on iPhone?

With Tap to Pay on iPhone, you can accept any form of contactless payment, including Apple Pay on iPhone and Apple Watch, other digital wallet and payment services, and contactless debit and credit cards.

Which operating systems can use Tap to Pay on iPhone?

Tap to Pay on iPhone requires iOS 15.5 or later.

Update to the latest iOS version for the best experience.

Which devices work with Tap to Pay on iPhone?

Tap to Pay on iPhone requires iPhone XS or later.

What is Tap to Pay on iPhone?

Tap to Pay on iPhone lets you accept contactless payments, right on iPhone — without any extra terminals or hardware. Accept payments from contactless credit or debit cards, Apple Pay, Apple Watch, and smartphones with other digital wallets. All you need is to ScanPay app on your iPhone.

I have submitted all documents for verification. After how much time can I start using the ScanPay app?

You are excited to start using ScanPay, and so are we to have you!

We take pride in our speed of evaluating applications. However, as a security-first financial technology company, we take utmost care in screening applications for fraud.

Once you submit your application, you will receive our reply within 24 working hours.

What should I do in case of any issues or confusions?

If there’s a problem with a transaction or payout, feel free to reach out to us at support@goscanpay.com

Do you check my credit history?

Never!

We don’t do a credit check. We just need to verify your identity to open your ScanPay account.

Why does my application need additional review?

Sometimes we’ll need to do another quick review to confirm information, such as your address if you’ve recently moved.

But don’t worry, we’ll have someone reviewing your information and your application should move forward in 1-2 business days.

I have already given my business address. Why are you asking for my shipping address?

We want to know the address where we can send your ScanPay Visa debit card.

You may chose to give your business address or any other address that you consider appropriate.

I have already uploaded and given you my ID card. Why do I have to do a selfie verification?

We know it can be frustrating at times. But believe us, we are doing it for your safety only.

KYC fraud is one of the biggest issues being faced by our financial system today. We want to make sure that no person can use a stolen ID card to apply for a ScanPay account.

I do not have an online presence. Can I still use the ScanPay app?

Having an active online presence lends credibility to your business. It helps establish your identity and speeds up the process of verification.

You can share a link of your business website, presence on yellow pages/yelp or verified page on Instagram/Facebook.

However, don’t lose heart if you don’t have one. We will check your other submissions and then approve your application if all information is found appropriate.

Why do I have to share my Social Security Number (SSN)?

1. Your ScanPay account is FDIC-insured and a protected bank account. The government requires every bank to verify a customer’s identity before opening an account. We don’t perform a credit check, but we use your SSN to verify your identity.

2. We take your security seriously. Your personal information is always encrypted as soon as you enter it in our app. It is only used for verification purposes as required by law and not shared or sold to any third parties.

I do not have a legal business structure. Can I signup for ScanPay?

Absolutely. We would love to have you onboard.

After entering your mobile number and completing your OTP verification, a set of basic questions will be asked as part of the verification process.

One of the questions would be - ‘What’s your company structure?’.

If you don’t have a legal business structure, select ‘sole proprietorship’ and continue the application.

My profession does not appear in the list of professions. What should I do?

Please don’t lose heart!

While most of the professions have been listed, there is an odd-chance that a profession may have been missed out.

You can select the ‘Other’ option in the drop-down list and continue the application.

I am not getting an OTP or verification code. What should I do?

We have partnered with the the most reliable SMS and verification code provider in the US. Ideally, you should receive a code within seconds.

However, in the rare case that you do not receive a text message, you can do two things -

1. Wait for 60sec and the ‘Resend OTP’ link will get activated. Click on the link and we will send you another text message with the verification code.

2. If you are still not receiving the OTP, chances are that you are in a low-network area at that point or there is some issue with your mobile network.

We would have to request you to either try logging in a different place or wait for some time in that case.

Can I sign up using my email id?

No. As of now, you can register and signup for ScanPay through your mobile number only.

However, after signing up, you can set a password in the ‘Help’ section of your mobile app. After you do that, you can sign-in by entering your password as well.

How do I signup and start using ScanPay?

Getting started is quick and easy.

1. Download the ScanPay mobile app from App Store or Google Play.

2. Enter your mobile number, and verify it with OTP.

3. Go through a few basic checks to prove that you have a legit business.

Bingo! Sign-up is complete, and you are now ready to accept payments.

What should I do in case of any confusion or query?

If you are stuck with something, feel free to reach out to us at support@goscanpay.com

Can I add my ScanPay debit card to Google Pay and Apple Pay?

Oh yes! You can add your ScanPay debit card to Google Pay and Apple Pay, and spend at your favorite shopping destinations.

I am receiving “insufficient funds” on my debit card transaction even though I have the money in the account

There could be two reasons why you are seeing “Insufficient funds” on your debit card transaction -

1. The balance available in your account is lower than the transaction amount

2. The transaction amount is higher than card limit - please check the card limits in the banking section of your ScanPay mobile app

Are my ScanPay banking and card transactions safe?

1. Absolutely. Your ScanPay account is insured up to $250,000 through our banking partner, Blue Ridge Bank N.A.; Member FDIC.

2. Every purchase you make with your ScanPay debit card is also protected by VISA’s Zero Liability Policy, which means you’ll never be responsible for charges you didn’t authorise. We’ve also built in world-class security and data encryption to keep your personal info and account safe.

I used my ScanPay Visa debit card to purchase $20 of gas. However, I see $50 hold in my banking account. Why have I been charged more?

You need not worry at all. You will be charged $20 only.

Let us explain – When you use a credit or debit card to purchase gas, there is an authorization hold placed on the card. Gas stations and card issuers place holds to ensure full payment for the gas purchase because they do not know at the beginning of the transaction how much gas will be purchased. In your case, the $50 hold will remain until the transaction clears, which can take 48-72 hours.

Ultimately, you will be charged $20 only.

I authorised a transaction, but the amount is incorrect. What should I do?

No worries, we can help navigate through some options. If you’re able to communicate with the merchant directly and have them investigate as to why you were charged incorrectly, then that would be our best recommendation.

More times than not, they can identify the discrepancy and correct the amount charged for you.

However, sometimes it isn’t as easy, which is why we’re here to help. You can reach out to our support team at support@goscanpay.com to file a claim to investigate the incorrect charge amount.

What should I do if I see an activity unauthorised by me?

If you notice any unusual activity or charges you don’t recognize, contact our support team at support@goscanpay.com immediately. One of our team members will work with you to confirm your activity.

1. In the meantime, you can turn off transactions in the app to block any future transactions with your physical ScanPay debit card.

2. If our support team does find that fraud has occurred, we will block the card and you can request for a new one to be sent. Any unauthorised transactions that weren’t already declined will be disputed so you won’t have to pay for something you didn’t purchase.

How can I change the PIN of my ScanPay debit cards?

Follow these easy steps -

1. Click on the Banking symbol at the bottom right of the app

2. Tap on ‘Cards’

3. On the top right hand side of the relevant debit card, click on ‘manage card’.

4. Click on ‘Change PIN’

5. Enter your current PIN and enter the new PIN in the relevant space provided in the app.

6. Complete the OTP verification process and your new PIN will setup.

How can I close my ScanPay debit card?

Please note that closure is permanent. Once closed, you will not be able to reactivate the card.

If you just want to close he account on a temporary basis, you can go back and select the option ‘Freeze card’. But if you still want to close the account, follow these steps -

1. Click on the Banking symbol at the bottom right of the app

2. Tap on ‘Cards’

3. On the top right hand side of the relevant debit card, click on ‘manage card’.

4. Click on ‘Close card’

5. Select the reason for closure.

6. Complete the OTP verification process and your account would be successfully closed.

How can I freeze my ScanPay debit card on temporary basis?

You can freeze your ScanPay debit card on your own.

Simply open your ScanPay app and follow these steps -

1. Click on the Banking symbol at the bottom right of the app

2. Tap on ‘Cards’

3. On the top right hand side of the relevant debit card, click on ‘manage card’.

4. Click on ‘Freeze card’

5. Complete the OTP verification process and your account would be successfully frozen.

Is there a limit for spending on the debit card?

Daily and Monthly limits are applicable. The limits vary depending on the account and you can see your limits in the APP.

To know your card limit, open your ScanPay app and follow these steps -

1. Click on the Banking symbol at the bottom right of the app

2. Tap on ‘Cards’

3. On the top right hand side of the relevant debit card, click on ‘manage card’. You can view your card limit by tapping on the ‘View Limit’ section.

Is there a limit on transferring funds?

Daily and Monthly limits are applicable. The limits vary depending on the account and you can see your limits in the APP.

Simply open your ScanPay app and follow these steps -

1. Click on the Banking symbol at the bottom right of the app

2. Tap on ‘Account’

3. Click on ‘View ACH Limits’

Is there a limit for receiving funds?

There is no limit on receiving funds into ScanPay banking account.

How can I get money into my ScanPay checking account?

You can get money into ScanPay account when you accept payments using ScanPay payment solutions - either through QR or sending Invoice. This method attracts transaction processing fee.

You can also get money by sending ACH/Wire to your ScanPay routing & account number.

How can I send money to someone else from my ScanPay checking account?

It takes a few clicks to transfer money to someone else’s bank account.

1. Open your ScanPay app and follow these steps -

2. Click on the Banking symbol at the bottom right of the app

3. Tap on ‘Transfer’

Enter the recipient’s account details and initiate the transfer

Where can I find my monthly statements?

Simply open your ScanPay app and follow these steps -

1. Click on the Banking symbol at the bottom right of the app

2. Tap on ‘Account’

3. Click on ‘Statement’. You can download the monthly statement that you want

Can I apply for a credit card or a line of credit via my Scanpay Bank Account?

ScanPay Banking does not offer credit in any form - whether it is credit cards, line of credit, loan or other forms of credit.

How can I activate my physical debit card?

It is very easy.

You can activate your physical debit card on your ScanPay app.

Open your ScanPay app and follow these steps -

1. Click on the Banking symbol at the bottom right of the app

2. Tap on Cards

3. You will see a black colored debit card. Click on ‘Manage card’.

4. Tap on ‘Activate card’

How do I find my physical debit card information?

We’ll tell you how. Simply open your ScanPay app and follow these steps -

1. Click on the Banking symbol at the bottom right of the app

2. Tap on ‘Cards’

3. You will see a black colored debit card. Click on ‘View details’.

4. For security purposes, you need to verify your mobile number via code to access card information.

5. Enter the code, and you’ll see your physical debit card information

How do I find my virtual debit card information?

We’ll tell you how. Simply open your ScanPay app and follow these steps -

1. Click on the Banking symbol at the bottom right of the app

2. Tap on ‘Cards’

3. You will see a blue colored debit card. Click on ‘View details’.

4. For security purposes, you need to verify your mobile number via code to access card information.

5. Enter the code, and you’ll see your virtual debit card information

Where can I find my routing and account number?

It is very easy.

1. Open your ScanPay app and follow these steps -

2. Click on the Banking symbol at the bottom right of the app

3. Tap on ‘Account’

You will see all details related to your ScanPay banking account

You can also copy your account number by simply clicking on the eye button.

When will I receive the physical debit card?
When will I receive the virtual debit card?

You will receive the virtual debit card immediately after your ScanPay banking account is successfully created.

When will I receive cashback for debit card transactions?

When you do a card transaction, it takes some time for the money to be debited from your ScanPay banking account. This usually happens because of the delay in settlement request by the merchant where you did the card transaction.

You will receive the cashback after your ScanPay banking account has been successfully debited.

For more information about cashbacks, please go through our cashback policy - https://goscanpay.com/Policies/Card-Cashback-Policy.

Do I get any benefits of spending with ScanPay Debit Cards?

You will earn a flat 1% Cashback on all debit card transactions done in-store or on ecommerce websites.*

You will not earn Cashback Rewards on cash advances, portion of purchases paid with rewards, balance transfers, illegal transactions. No Cashback on ATM transactions - cash withdrawals or cash deposits.

For more information about cashbacks, please go through our cashback policy - https://goscanpay.com/Policies/Card-Cashback-Policy.

How many Debit cards can I get?

As a ScanPay checking account holder, you will get one virtual debit card and one physical debit card.

Is my account FDIC insured?

We have your back.

Your deposits are insured up to $250,000 with our partner, Blue Ridge Bank, N.A.; Member FDIC.

What are the fees for banking?

Absolutely nothing.

Zero is our magic number. With ScanPay, you get a free business checking account. What this means is -

Zero ATM fees, Zero transfer fees, Zero monthly fee and Zero minimum balance fees.

Can I be logged into both the mobile app and web app at the same time?

Yes, you can be logged into both the mobile app and web app at the same time using the same account.

Can new users sign up on the web version?

No. Currently, new users can only use the mobile app to sign up.

Will all features available on the mobile app also be available on the web version?

Not all features may be available on the web version yet, but they will be coming in the future.

We recommend checking our website or app for updates on feature availability.

Will there be any additional fees for using the web version of the app?

No, there are no additional fees for using the web version of the app.

Can I still use the mobile app if I prefer?

Yes, the mobile app is still available for use and may have more features available.

Is the web version of the app different from the mobile app?

The functionality is similar, but some features may not be available on the web version yet, but they will be coming in the future, and the layout and interface may be optimized for larger screens on desktops and tablets.

Do I need to download any new software to use ScanPay on my desktop or tablet?

No, you can simply access the web version of the app through your web browser on your desktop or tablet by visiting web.scanpay.tech.

Can I access the web version on my phone without the app?

Currently, you can only access web.scanpay.tech as a desktop or tablet website. For the full experience, please download the ScanPay mobile app on your iOS or Android phone.

Can I use ScanPay on my desktop or tablet?

Yes, you can now access the web version of the app on your desktop or tablet through web.scanpay.tech.

However, please note that some features may not be available on the online version yet, but they will be coming in the future.

Can I prevent disputes from happening?

You can take steps to prevent disputes by providing clear and accurate information about your products or services, responding promptly to customer inquiries or complaints, and ensuring that all refunds or returns are processed in a timely manner.

You should also ensure that your payment policies are clear and that customers understand the payment process.

For more information, check out 10 best practices to accept digital payments and prevent a dispute

What happens if the dispute is resolved in favor of the customer?

If the dispute is resolved in favor of the customer, the payment will be reversed and the funds will be returned to the customer. You will also be charged a dispute fee. You should provide evidence to support your case to avoid losing the payment and being charged the dispute fee.

How long does the dispute resolution process take?

The length of the dispute resolution process can vary depending on the complexity of the case and the response time of the parties involved. ScanPay will work to resolve disputes as quickly as possible. Generally, the process can take anywhere from 40-90 days.

What happens if I don't respond to a dispute?

If you do not respond to a dispute, the payment will be reversed and the funds will be returned to the customer. You will also be charged a dispute fee, which is a fee charged by the payment processor for handling the dispute. You should respond to disputes as soon as possible to avoid the dispute fee and ensure that the dispute is resolved fairly.

How long do I have to respond to a dispute?

You have a limited amount of time to respond to a dispute. The exact timeframe will be provided for each dispute. You should respond as soon as possible to ensure that the dispute is resolved quickly.

What evidence do I need to provide if I am challenging a dispute?

The evidence required will depend on the nature of the dispute. You should provide any relevant documentation that supports your case. For example, if the dispute reason is that the customer did not authorize the payment, you may provide evidence that the customer agreed to the payment, such as a signed contract or email confirmation. You should provide as much evidence as possible to support your response.

For more information, check out Best practices for submitting evidence to challenge a dispute

How can I respond to a dispute?

You can respond to a dispute on the app or web version. You will be prompted to provide evidence to support your response. The evidence may include any relevant documentation, such as invoices, receipts, or shipping information. You should carefully review the dispute reason and provide evidence to address the customer's concerns. If you does not respond within the given timeframe, the payment will be reversed, and the funds will be returned to the customer.

For more information, check out How to respond to a dispute?

How will I know when there is a dispute?

You can view all of your disputes by going to Disputes. On the mobile app, you can find it by opening the team menu on the top left of your home screen. On the web, you can find Disputes under the “Receipts” section. We’ll also send you notifications through email and mobile whenever a new dispute comes up.

What is a dispute?

A dispute (or a chargeback) occurs when a customer questions or challenges a transaction with their bank or payment provider. The bank creates a formal dispute with ScanPay and reclaims the payment amount, pending investigation and resolution.

What should I do in case of disputes?

If there’s a problem with a transaction or payout, feel free to reach out to us at support@goscanpay.com

How will I receive my payouts?

We will transfer the payouts directly into your ScanPay banking account. You can check the payout status of all transactions in your ScanPay mobile app.

Can I download my transaction history?

Yes, you can download from both the mobile app and ScanPay online (web.scanpay.tech). On mobile app, go to the "Receipts" page and click on the "Download" button to get a PDF of your list of transactions. On the web version, you can export the list as a PDF or a CSV by choosing from the “Export” dropdown on the Receipts page.

You can also filter transactions based on your preferred time period.

POPULAR

What is the ScanPay Catalog feature?

With the ScanPay Catalog, you can create a list of items (for products and services) that you offer, service charges (like emergency or rush fees), and taxes that you have to collect.

Your team can then quickly add them to your invoices as needed, saving you time and ensuring that your invoices are accurate and consistent.

Do customers enter their card details on my smartphone?

Customers complete a payment from the safety of their own smartphone. After scanning the QR code, a payment checkout page opens in your customer's mobile. They then enter the relevant card details and complete the payment.

Please note that ScanPay does not have access to your customer's card details.

How will my customers scan the QR code?

Your customers can scan the QR code through their mobile's camera, or through any QR scanning app.

Will my customers have to share their mobile number or email id with me?

No. Your customer does not have to share any personal information with you to complete the payment.

Only if your customer wants a payment invoice/receipt, then his mobile number or email id is required.

Do I have to ask my customers to download ScanPay's mobile app?

No. Your customers do not have to download any mobile app. They can make an in-person payment even without providing their mobile number or email id.

BROWSE BY TOPICS

What is ScanPay?

ScanPay is the simplest way to collect all types of digital payments.

Once you collect a payment, we instantly transfer the funds directly into your ScanPay banking account.
Within 2 seconds.

Plus, when you spend this money through your ScanPay Visa® debit card, you earn 1% cashback as well.

Is ScanPay a bank?

ScanPay is a financial technology company, and not a bank.

Banking services are provided by Blue Ridge Bank N.A; Member FDIC. ScanPay banking accounts are FDIC insured up to $250,000 per depositor through Blue Ridge Bank N.A.

What is the ScanPay Visa® Debit Card?

ScanPay Visa® Debit Card is issued by Blue Ridge Bank N.A. pursuant to a license from Visa U.S.A. Inc. and may be used everywhere Visa debit cards are accepted.

Why should I use ScanPay?

There are so many reasons to start using ScanPay.

1. You do not have to purchase and carry a POS / card reader - Use your existing smartphone to accept all forms of digital payments.

2. Your customers get to pay through their preferred payment medium, right from the safety of their own smartphone.

3. Once you collect a payment, we instantly transfer the funds directly into your ScanPay banking account. Within 2 seconds. Now, there is no need to wait or follow-up for your hard-earned money.

4. Earn 1% cashback every time you use your ScanPay Visa® debit card to shop, travel or dine.

5. We are powered by Stripe, and can assure you of 100% secure payments.

Where can I use ScanPay?

Currently, ScanPay works only in the US. We will inform you when we launch in other countries.

Why should I trust ScanPay?

Keeping your money safe and data secure is top priority for us.

1. We are powered by Stripe that helps millions of businesses to accept payments.

2. Your ScanPay banking account is insured up to $250,000 through our banking partner, Blue Ridge Bank N.A.; Member FDIC.

3. Purchases through your ScanPay debit card are protected by VISA’s Zero Liability Policy. What this means is - You will never be responsible for charges that you didn’t authorise.

4. We have built-in bank-level security and data encryption to keep your personal info and account safe.
Rest assured, world-class security is engineered in ScanPay software from the ground up.

How do you handle my personal information?

We take it seriously. Please refer to our privacy policy for full details.

Here is the link - https://goscanpay.com/privacy-policy

Which devices work with ScanPay?

ScanPay is available on all platforms.

On mobile, Apple smartphones running iOS 12 and above, and Android devices running version 5 and above are supported.

On desktop or tablet, you can access your ScanPay account at https://web.scanpay.tech

Do I have to purchase a POS or Card reader to use ScanPay?

No. You do not have to purchase any additional device to use ScanPay. You will be able to collect payments through your existing smartphone.

Is there a monthly or annual contract or subscription that I have to sign up for?

No. There is no long-term contract or subscription involved. You can stop using ScanPay whenever you wish to. No penalty, no obligation whatsoever.

Who can use ScanPay?

ScanPay is the simplest way to accept payments for service professionals and small businesses on the go.

You need to have an active US (+1) mobile number and go through a few basic checks to prove that you have a legit business. Afterall, safety of your funds is top priority for us.

How much do I have to pay to use ScanPay? Is there a setup or subscription fees involved?

ScanPay follows a simple, transparent pricing structure. You have to pay 2.89% + 20 cents per transaction. That's it!

There is no setup fees, subscription fees or any hidden fees.

How do I signup and start using ScanPay?

Getting started is quick and easy.

1. Download the ScanPay mobile app from App Store or Google Play.

2. Enter your mobile number, and verify it with OTP.

3. Go through a few basic checks to prove that you have a legit business.

Bingo! Sign-up is complete, and you are now ready to accept payments.

Can I sign up using my email id?

No. As of now, you can register and signup for ScanPay through your mobile number only.

However, after signing up, you can set a password in the ‘Help’ section of your mobile app. After you do that, you can sign-in by entering your password as well.

I am not getting an OTP or verification code. What should I do?

We have partnered with the the most reliable SMS and verification code provider in the US. Ideally, you should receive a code within seconds.

However, in the rare case that you do not receive a text message, you can do two things -

1. Wait for 60sec and the ‘Resend OTP’ link will get activated. Click on the link and we will send you another text message with the verification code.

2. If you are still not receiving the OTP, chances are that you are in a low-network area at that point or there is some issue with your mobile network.

We would have to request you to either try logging in a different place or wait for some time in that case.

My profession does not appear in the list of professions. What should I do?

Please don’t lose heart!

While most of the professions have been listed, there is an odd-chance that a profession may have been missed out.

You can select the ‘Other’ option in the drop-down list and continue the application.

I do not have a legal business structure. Can I signup for ScanPay?

Absolutely. We would love to have you onboard.

After entering your mobile number and completing your OTP verification, a set of basic questions will be asked as part of the verification process.

One of the questions would be - ‘What’s your company structure?’.

If you don’t have a legal business structure, select ‘sole proprietorship’ and continue the application.

Why do I have to share my Social Security Number (SSN)?

1. Your ScanPay account is FDIC-insured and a protected bank account. The government requires every bank to verify a customer’s identity before opening an account. We don’t perform a credit check, but we use your SSN to verify your identity.

2. We take your security seriously. Your personal information is always encrypted as soon as you enter it in our app. It is only used for verification purposes as required by law and not shared or sold to any third parties.

I do not have an online presence. Can I still use the ScanPay app?

Having an active online presence lends credibility to your business. It helps establish your identity and speeds up the process of verification.

You can share a link of your business website, presence on yellow pages/yelp or verified page on Instagram/Facebook.

However, don’t lose heart if you don’t have one. We will check your other submissions and then approve your application if all information is found appropriate.

I have already uploaded and given you my ID card. Why do I have to do a selfie verification?

We know it can be frustrating at times. But believe us, we are doing it for your safety only.

KYC fraud is one of the biggest issues being faced by our financial system today. We want to make sure that no person can use a stolen ID card to apply for a ScanPay account.

I have already given my business address. Why are you asking for my shipping address?

We want to know the address where we can send your ScanPay Visa debit card.

You may chose to give your business address or any other address that you consider appropriate.

Why does my application need additional review?

Sometimes we’ll need to do another quick review to confirm information, such as your address if you’ve recently moved.

But don’t worry, we’ll have someone reviewing your information and your application should move forward in 1-2 business days.

Do you check my credit history?

Never!

We don’t do a credit check. We just need to verify your identity to open your ScanPay account.

What should I do in case of any issues or confusions?

If there’s a problem with a transaction or payout, feel free to reach out to us at support@goscanpay.com

I have submitted all documents for verification. After how much time can I start using the ScanPay app?

You are excited to start using ScanPay, and so are we to have you!

We take pride in our speed of evaluating applications. However, as a security-first financial technology company, we take utmost care in screening applications for fraud.

Once you submit your application, you will receive our reply within 24 working hours.

Is ScanPay a bank?

ScanPay is a financial technology company, and not a bank.

Banking services are provided by Blue Ridge Bank N.A; Member FDIC. ScanPay banking accounts are FDIC insured up to $250,000 per depositor through Blue Ridge Bank N.A.

What is the ScanPay Visa® Debit Card?

ScanPay Visa® Debit Card is issued by Blue Ridge Bank N.A. pursuant to a license from Visa U.S.A. Inc. and may be used everywhere Visa debit cards are accepted.

What are the fees for banking?

Absolutely nothing.

Zero is our magic number. With ScanPay, you get a free business checking account. What this means is -

Zero ATM fees, Zero transfer fees, Zero monthly fee and Zero minimum balance fees.

Is my account FDIC insured?

We have your back.

Your deposits are insured up to $250,000 with our partner, Blue Ridge Bank, N.A.; Member FDIC.

How many Debit cards can I get?

As a ScanPay checking account holder, you will get one virtual debit card and one physical debit card.

Do I get any benefits of spending with ScanPay Debit Cards?

You will earn a flat 1% Cashback on all debit card transactions done in-store or on ecommerce websites.*

You will not earn Cashback Rewards on cash advances, portion of purchases paid with rewards, balance transfers, illegal transactions. No Cashback on ATM transactions - cash withdrawals or cash deposits.

For more information about cashbacks, please go through our cashback policy - https://goscanpay.com/Policies/Card-Cashback-Policy.

When will I receive cashback for debit card transactions?

When you do a card transaction, it takes some time for the money to be debited from your ScanPay banking account. This usually happens because of the delay in settlement request by the merchant where you did the card transaction.

You will receive the cashback after your ScanPay banking account has been successfully debited.

For more information about cashbacks, please go through our cashback policy - https://goscanpay.com/Policies/Card-Cashback-Policy.

When will I receive the virtual debit card?

You will receive the virtual debit card immediately after your ScanPay banking account is successfully created.

When will I receive the physical debit card?
Where can I find my routing and account number?

It is very easy.

1. Open your ScanPay app and follow these steps -

2. Click on the Banking symbol at the bottom right of the app

3. Tap on ‘Account’

You will see all details related to your ScanPay banking account

You can also copy your account number by simply clicking on the eye button.

How do I find my virtual debit card information?

We’ll tell you how. Simply open your ScanPay app and follow these steps -

1. Click on the Banking symbol at the bottom right of the app

2. Tap on ‘Cards’

3. You will see a blue colored debit card. Click on ‘View details’.

4. For security purposes, you need to verify your mobile number via code to access card information.

5. Enter the code, and you’ll see your virtual debit card information

How do I find my physical debit card information?

We’ll tell you how. Simply open your ScanPay app and follow these steps -

1. Click on the Banking symbol at the bottom right of the app

2. Tap on ‘Cards’

3. You will see a black colored debit card. Click on ‘View details’.

4. For security purposes, you need to verify your mobile number via code to access card information.

5. Enter the code, and you’ll see your physical debit card information

How can I activate my physical debit card?

It is very easy.

You can activate your physical debit card on your ScanPay app.

Open your ScanPay app and follow these steps -

1. Click on the Banking symbol at the bottom right of the app

2. Tap on Cards

3. You will see a black colored debit card. Click on ‘Manage card’.

4. Tap on ‘Activate card’

Can I apply for a credit card or a line of credit via my Scanpay Bank Account?

ScanPay Banking does not offer credit in any form - whether it is credit cards, line of credit, loan or other forms of credit.

Where can I find my monthly statements?

Simply open your ScanPay app and follow these steps -

1. Click on the Banking symbol at the bottom right of the app

2. Tap on ‘Account’

3. Click on ‘Statement’. You can download the monthly statement that you want

How can I send money to someone else from my ScanPay checking account?

It takes a few clicks to transfer money to someone else’s bank account.

1. Open your ScanPay app and follow these steps -

2. Click on the Banking symbol at the bottom right of the app

3. Tap on ‘Transfer’

Enter the recipient’s account details and initiate the transfer

How can I get money into my ScanPay checking account?

You can get money into ScanPay account when you accept payments using ScanPay payment solutions - either through QR or sending Invoice. This method attracts transaction processing fee.

You can also get money by sending ACH/Wire to your ScanPay routing & account number.

Is there a limit for receiving funds?

There is no limit on receiving funds into ScanPay banking account.

Is there a limit on transferring funds?

Daily and Monthly limits are applicable. The limits vary depending on the account and you can see your limits in the APP.

Simply open your ScanPay app and follow these steps -

1. Click on the Banking symbol at the bottom right of the app

2. Tap on ‘Account’

3. Click on ‘View ACH Limits’

Is there a limit for spending on the debit card?

Daily and Monthly limits are applicable. The limits vary depending on the account and you can see your limits in the APP.

To know your card limit, open your ScanPay app and follow these steps -

1. Click on the Banking symbol at the bottom right of the app

2. Tap on ‘Cards’

3. On the top right hand side of the relevant debit card, click on ‘manage card’. You can view your card limit by tapping on the ‘View Limit’ section.

How can I freeze my ScanPay debit card on temporary basis?

You can freeze your ScanPay debit card on your own.

Simply open your ScanPay app and follow these steps -

1. Click on the Banking symbol at the bottom right of the app

2. Tap on ‘Cards’

3. On the top right hand side of the relevant debit card, click on ‘manage card’.

4. Click on ‘Freeze card’

5. Complete the OTP verification process and your account would be successfully frozen.

How can I close my ScanPay debit card?

Please note that closure is permanent. Once closed, you will not be able to reactivate the card.

If you just want to close he account on a temporary basis, you can go back and select the option ‘Freeze card’. But if you still want to close the account, follow these steps -

1. Click on the Banking symbol at the bottom right of the app

2. Tap on ‘Cards’

3. On the top right hand side of the relevant debit card, click on ‘manage card’.

4. Click on ‘Close card’

5. Select the reason for closure.

6. Complete the OTP verification process and your account would be successfully closed.

How can I change the PIN of my ScanPay debit cards?

Follow these easy steps -

1. Click on the Banking symbol at the bottom right of the app

2. Tap on ‘Cards’

3. On the top right hand side of the relevant debit card, click on ‘manage card’.

4. Click on ‘Change PIN’

5. Enter your current PIN and enter the new PIN in the relevant space provided in the app.

6. Complete the OTP verification process and your new PIN will setup.

What should I do if I see an activity unauthorised by me?

If you notice any unusual activity or charges you don’t recognize, contact our support team at support@goscanpay.com immediately. One of our team members will work with you to confirm your activity.

1. In the meantime, you can turn off transactions in the app to block any future transactions with your physical ScanPay debit card.

2. If our support team does find that fraud has occurred, we will block the card and you can request for a new one to be sent. Any unauthorised transactions that weren’t already declined will be disputed so you won’t have to pay for something you didn’t purchase.

I authorised a transaction, but the amount is incorrect. What should I do?

No worries, we can help navigate through some options. If you’re able to communicate with the merchant directly and have them investigate as to why you were charged incorrectly, then that would be our best recommendation.

More times than not, they can identify the discrepancy and correct the amount charged for you.

However, sometimes it isn’t as easy, which is why we’re here to help. You can reach out to our support team at support@goscanpay.com to file a claim to investigate the incorrect charge amount.

I used my ScanPay Visa debit card to purchase $20 of gas. However, I see $50 hold in my banking account. Why have I been charged more?

You need not worry at all. You will be charged $20 only.

Let us explain – When you use a credit or debit card to purchase gas, there is an authorization hold placed on the card. Gas stations and card issuers place holds to ensure full payment for the gas purchase because they do not know at the beginning of the transaction how much gas will be purchased. In your case, the $50 hold will remain until the transaction clears, which can take 48-72 hours.

Ultimately, you will be charged $20 only.

Are my ScanPay banking and card transactions safe?

1. Absolutely. Your ScanPay account is insured up to $250,000 through our banking partner, Blue Ridge Bank N.A.; Member FDIC.

2. Every purchase you make with your ScanPay debit card is also protected by VISA’s Zero Liability Policy, which means you’ll never be responsible for charges you didn’t authorise. We’ve also built in world-class security and data encryption to keep your personal info and account safe.

I am receiving “insufficient funds” on my debit card transaction even though I have the money in the account

There could be two reasons why you are seeing “Insufficient funds” on your debit card transaction -

1. The balance available in your account is lower than the transaction amount

2. The transaction amount is higher than card limit - please check the card limits in the banking section of your ScanPay mobile app

Can I add my ScanPay debit card to Google Pay and Apple Pay?

Oh yes! You can add your ScanPay debit card to Google Pay and Apple Pay, and spend at your favorite shopping destinations.

What should I do in case of any confusion or query?

If you are stuck with something, feel free to reach out to us at support@goscanpay.com

Can I use ScanPay on my desktop or tablet?

Yes, you can now access the web version of the app on your desktop or tablet through web.scanpay.tech.

However, please note that some features may not be available on the online version yet, but they will be coming in the future.

Can I access the web version on my phone without the app?

Currently, you can only access web.scanpay.tech as a desktop or tablet website. For the full experience, please download the ScanPay mobile app on your iOS or Android phone.

Do I need to download any new software to use ScanPay on my desktop or tablet?

No, you can simply access the web version of the app through your web browser on your desktop or tablet by visiting web.scanpay.tech.

Is the web version of the app different from the mobile app?

The functionality is similar, but some features may not be available on the web version yet, but they will be coming in the future, and the layout and interface may be optimized for larger screens on desktops and tablets.

Can I still use the mobile app if I prefer?

Yes, the mobile app is still available for use and may have more features available.

Will there be any additional fees for using the web version of the app?

No, there are no additional fees for using the web version of the app.

Will all features available on the mobile app also be available on the web version?

Not all features may be available on the web version yet, but they will be coming in the future.

We recommend checking our website or app for updates on feature availability.

Can new users sign up on the web version?

No. Currently, new users can only use the mobile app to sign up.

Can I be logged into both the mobile app and web app at the same time?

Yes, you can be logged into both the mobile app and web app at the same time using the same account.

How does ScanPay work? How will customers pay me?

Collecting a payment with ScanPay is simple and easy, whether you're using the mobile app or the online version.

With the ScanPay mobile app:

1.  Open the ScanPay mobile app

2.  Start a new payment by selecting the "New Payment" option on the Collect tab and entering the amount. You can also create an invoice by going to the "Generate Invoice" tab and filling in the details.

3.  You can collect payment either with "Tap to Pay" or by generating a QR code. With invoices, you can also share a link via text or email.

4.  For Tap to Pay, the customer simply taps their contactless-enabled card on your phone. The transaction is complete, and both you and your customer will receive a notification to confirm the payment.

5.  For QR code payments, your customer scans the QR code using their mobile camera, and a payment checkout page will open. They complete the payment, and both you and your customer will receive a notification to confirm the transaction is complete.

With the ScanPay web version:

1.  Go to web.scanpay.tech on your desktop or tablet.

2.  Click on "Create Invoice" to start a new invoice.

3.  Enter the invoice details and click "Create and Share" to share your invoice with the customer. You can choose from a number of ways to share the link, such as generating a QR code or sending a link via text or email.

4.  Your customer scans the QR code using their mobile camera or clicks on the link provided, and a payment checkout page will open.

5.  They select their preferred payment option and complete the payment.

6.  Both you and your customer will receive a notification to confirm the transaction is complete.

Do I have to ask my customers to download ScanPay's mobile app?

No. Your customers do not have to download any mobile app. They can make an in-person payment even without providing their mobile number or email id.

Will my customers have to share their mobile number or email id with me?

No. Your customer does not have to share any personal information with you to complete the payment.

Only if your customer wants a payment invoice/receipt, then his mobile number or email id is required.

How will my customers scan the QR code?

Your customers can scan the QR code through their mobile's camera, or through any QR scanning app.

Do customers enter their card details on my smartphone?

Customers complete a payment from the safety of their own smartphone. After scanning the QR code, a payment checkout page opens in your customer's mobile. They then enter the relevant card details and complete the payment.

Please note that ScanPay does not have access to your customer's card details.

Which payment methods can I offer to my customers?

You will be able to offer Apple Pay, Google Pay, Bank Transfer (ACH), PayPal, and all major credit and debit cards bearing a Visa, MasterCard, American Express, or Diners Club logo.

We continue to add more payment options all the time.

Do I have to separately register with Apple Pay, Google Pay etc. as well?

No. You have to sign up only for ScanPay. That's it!

Can I decide which payment methods I want to offer to customers?

Yes, you will soon be able to customize the payment options in your merchant app. We will let you know when this feature goes live.

Can multiple team members use the same ScanPay account to accept payments?

As you read this text, we are building this feature.

You will soon get the best payments app experience for your entire team.

What is a dispute?

A dispute (or a chargeback) occurs when a customer questions or challenges a transaction with their bank or payment provider. The bank creates a formal dispute with ScanPay and reclaims the payment amount, pending investigation and resolution.

How will I know when there is a dispute?

You can view all of your disputes by going to Disputes. On the mobile app, you can find it by opening the team menu on the top left of your home screen. On the web, you can find Disputes under the “Receipts” section. We’ll also send you notifications through email and mobile whenever a new dispute comes up.

How can I respond to a dispute?

You can respond to a dispute on the app or web version. You will be prompted to provide evidence to support your response. The evidence may include any relevant documentation, such as invoices, receipts, or shipping information. You should carefully review the dispute reason and provide evidence to address the customer's concerns. If you does not respond within the given timeframe, the payment will be reversed, and the funds will be returned to the customer.

For more information, check out How to respond to a dispute?

What evidence do I need to provide if I am challenging a dispute?

The evidence required will depend on the nature of the dispute. You should provide any relevant documentation that supports your case. For example, if the dispute reason is that the customer did not authorize the payment, you may provide evidence that the customer agreed to the payment, such as a signed contract or email confirmation. You should provide as much evidence as possible to support your response.

For more information, check out Best practices for submitting evidence to challenge a dispute

How long do I have to respond to a dispute?

You have a limited amount of time to respond to a dispute. The exact timeframe will be provided for each dispute. You should respond as soon as possible to ensure that the dispute is resolved quickly.

What happens if I don't respond to a dispute?

If you do not respond to a dispute, the payment will be reversed and the funds will be returned to the customer. You will also be charged a dispute fee, which is a fee charged by the payment processor for handling the dispute. You should respond to disputes as soon as possible to avoid the dispute fee and ensure that the dispute is resolved fairly.

How long does the dispute resolution process take?

The length of the dispute resolution process can vary depending on the complexity of the case and the response time of the parties involved. ScanPay will work to resolve disputes as quickly as possible. Generally, the process can take anywhere from 40-90 days.

What happens if the dispute is resolved in favor of the customer?

If the dispute is resolved in favor of the customer, the payment will be reversed and the funds will be returned to the customer. You will also be charged a dispute fee. You should provide evidence to support your case to avoid losing the payment and being charged the dispute fee.

Can I prevent disputes from happening?

You can take steps to prevent disputes by providing clear and accurate information about your products or services, responding promptly to customer inquiries or complaints, and ensuring that all refunds or returns are processed in a timely manner.

You should also ensure that your payment policies are clear and that customers understand the payment process.

For more information, check out 10 best practices to accept digital payments and prevent a dispute

What is Tap to Pay on iPhone?

Tap to Pay on iPhone lets you accept contactless payments, right on iPhone — without any extra terminals or hardware. Accept payments from contactless credit or debit cards, Apple Pay, Apple Watch, and smartphones with other digital wallets. All you need is to ScanPay app on your iPhone.

Which devices work with Tap to Pay on iPhone?

Tap to Pay on iPhone requires iPhone XS or later.

Which operating systems can use Tap to Pay on iPhone?

Tap to Pay on iPhone requires iOS 15.5 or later.

Update to the latest iOS version for the best experience.

What payment types can I accept with Tap to Pay on iPhone?

With Tap to Pay on iPhone, you can accept any form of contactless payment, including Apple Pay on iPhone and Apple Watch, other digital wallet and payment services, and contactless debit and credit cards.

How do I accept payments with Tap to Pay on iPhone?

When accepting a contactless payment with Tap to Pay on iPhone, the user interface indicates where the customer should hold their card or device on the screen, and when the tap is successful.

When the tap interface is ready, tilt your iPhone toward the customer. Ask the customer to hold their contactless payment method over the tap area until the animation indicates the payment has been completed, and you hear the Tap to Pay on iPhone success sound.

How do I know if the customer's payment card is contactless?

Contactless cards have an EMV® Contactless Indicator on the back or the front of the card.

When a customer taps their card, the interface displays a “Try a Different Card” or “Unable to Read Card” error. What does this mean?

This means that the customer is using a contactless card that is not supported. For example, an international customer may have a card that isn't widely accepted outside their region.

What if a contactless payment card is not being read?

The performance of contactless cards can vary based on the card design, such as the card material or the location of the antenna. As a result, some cards connect more easily than others.

Try the following to ensure a successful card read:

  1. First, ask the customer to hold their contactless payment card directly on the device with the chip on the left side and the longer side of the card lined up with the edge of the tap area for several seconds.
  2. If the card still doesn't read, ask the customer to slide the card to center the chip directly over the notch on the device.
  3. If the contactless card remains unread without any feedback from the interface, the card might have a damaged antenna or might not work with contactless payments.
Will using Tap to Pay on iPhone affect the battery life of my device?

No. Tap to Pay on iPhone won't have a noticeable impact on battery life.

How do I know if the customer's payment card is contactless?

Contactless cards have an EMV® Contactless Indicator on the back or the front of the card.

When a customer taps their card, the interface displays a “Try a Different Card” or “Unable to Read Card” error. What does this mean?

This means that the customer is using a contactless card that is not supported. For example, an international customer may have a card that isn't widely accepted outside their region.

What if a contactless payment card is not being read?

The performance of contactless cards can vary based on the card design, such as the card material or the location of the antenna. As a result, some cards connect more easily than others.

Try the following to ensure a successful card read:

  1. First, ask the customer to hold their contactless payment card directly on the device with the chip on the left side and the longer side of the card lined up with the edge of the tap area for several seconds.
  2. If the card still doesn't read, ask the customer to slide the card to center the chip directly over the notch on the device.
  3. If the contactless card remains unread without any feedback from the interface, the card might have a damaged antenna or might not work with contactless payments.
What is Tap to Pay?

Tap to Pay lets you accept contactless payments, right on your mobile device — without any extra terminals or hardware. Accept payments from contactless credit or debit cards, Apple Pay, Google Pay, and other digital wallets. All you need is to ScanPay app on your Mobile.

Which Android devices are supported for Tap to Pay?
  1. Your device should have a functioning NFC
  2. Runs Android 9 or above (update to the latest android for the best experience)

Some of the devices supported for Tap to Pay (not an exhaustive list)

Brand Model
Google Pixel, Pixel XL, Pixel 2, Pixel 2 XL, Pixel 3, Pixel 3 XL, Pixel 4, Pixel 4 XL, Pixel 5, Pixel 6, Pixel 6 Pro Pixel 3a, Pixel 3a XL, Pixel 4a, Pixel 5a
Samsung Galaxy A12, Galaxy A13, Galaxy A21, Galaxy A21s, Galaxy A23, Galaxy A32, Galaxy A42, Galaxy A51, Galaxy A52, Galaxy A53 Galaxy S9, Galaxy S10, Galaxy S20, Galaxy S21, Galaxy S22 Galaxy Note9, Galaxy Note10, Galaxy Note20 Galaxy Tab Active2, Galaxy Tab Active3
Oppo A5, A9, A16s, A54s, A73, A74, A94, A96 Reno2, Reno3, Reno4, Reno5, Reno6, Reno7 Find X2, Find X3, Find X5
OnePlus 7, 7 Pro, 7T, 7T Pro, 8, 8 Pro, 8T, Nord, 9, 9 Pro, 9RT
Xiaomi Redmi Note 10 5G Redmi Note 10 5G

What payment types can I accept with Tap to Pay?

With Tap to Pay, you can accept any form of contactless payment, including Apple Pay, Google Pay, and other digital wallets and contactless debit and credit card.

You can accept all types of contactless cards issued by Visa, Mastercard, Amex or Discovery

How do I accept payments with Tap to Pay using ScanPay?

1) When accepting a contactless payment with the ScanPay app, the user interface indicates where the customer should hold their card or device on the screen, and when the tap is successful.

2) When the tap interface is ready, Ask the customer to hold their contactless payment method on the back of your device until the screen indicates the tap has been successful, and you hear the Tap to Pay success sound.

3) You need to wait for the ScanPay app to show the successful completion of the transaction. There are few more steps after the Tap

4) In case of the payment please reattempt based on the error messages on the ScanPay app.

Where exactly is the NFC reader on my Android phone located?

All Android devices have NFC reader on the back side.

NFC reader might be at the top or middle or bottom of your device. Please check product specification of your brand to locate the NFC reader.
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Samsung: The link below will guide you to Samsung's homepage where you can find the location of your NFC detection area with the help of pictures: https://www.samsung.com/hk_en/nfc-support/#devicelist

Google Pixel: To find the NFC detection area for your Google Pixel phone you can follow the link below. You will find the location of the NFC antenna shown on sketches: https://support.google.com/pixelphone/answer/7157629

For rest of the brands, please visit to the brand website, select your model and look for NFC location in Specifications or FAQs

Is there an extra fee for Tap to Pay transactions?

There is no extra fee for Tap to Pay transactions, you will pay the standard fee irrespective of the payment method

Will using Tap to Pay on Android Phone affect the battery life of my device?

No. Tap to Pay won't have a noticeable impact on battery life.

Can I change my business name in the Tap to Pay interface?

The business name that appears in the interface is based on the details provided under the Team Name on ScanPay App.

To change the name please go to the “Manage Team” section in the APP and you can edit the Team Name.

Is there an amount limit for accepting Tap to Pay transactions?

There are no specific limits for ‘Tap to Pay’ transactions

You can accept up to the limit provided by ScanPay for card transactions (which are the same for QR, invoice or Tap to Pay transactions)

In some cases, the card issuing bank may have certain limits on contactless transactions. Customers can call the bank to increase limits or scan the QR and pay on their Mobile.

I lost my smartphone with the Tap On Phone application installed in it. What should I do?

Please send an email to support@scanpay.tech to keep the account on hold.

No one can access the ScanPay app without having access to your mobile authentication.

How do I apply for Tap to Pay?

You need to download ScanPay mobile app and apply for an account. If you are approved then you will get access to Tap to Pay.

There is no separate application for Tap to Pay.

How to create items in the catalog?

Go to the Catalog section - in the left-hand navigation bar on the web and in the team settings menu when you click the top left menu button.

Go to Items and select “Create”

Then, fill in the required fields -

  1. Item Name
  2. Category - Adding an item to a category will help you find it more easily when creating an invoice.
  3. Unit price
  4. Taxes - Choose the taxes to be applied by default on this item.
  5. Description - Enter a brief description of the item. You can always modify it on individual invoices.
  6. SKU (optional) - Add an identifier to help you connect this item to your own records

Click on Save

How to create service charges in the catalog?

Go to the Catalog section - in the left-hand navigation bar on the web and in the team settings menu when you click the top left menu button.

Go to Service Charges page and select “Create”

Fill in the required fields -

  1. Name
  2. Amount - You choose to add a flat amount ($) or a percent (%). If you choose a percent (%), then it will be applied to your invoice’s sub-total.
  3. Taxes - Choose the taxes to be applied by default on this item subtotal

Click on Save

Can I edit or delete items from my ScanPay Catalog?

Yes, you can edit or delete items from your ScanPay Catalog at any time.

Simply navigate to the Catalog tab in the Invoicing section of your account and select the item you want to edit or delete.

This makes it easy to keep your catalog up-to-date and accurate.

Can I create categories to organize my ScanPay Catalog?

Yes, you can create categories to organize your ScanPay Catalog.

This makes it easier to find the items you need when adding them to your invoices.

For example, you could create categories for different types of services you offer, or categories for products from different suppliers.

How to create taxes in the catalog?

Go to the Catalog section - in the left-hand navigation bar on the web and in the team settings menu when you click the top left menu button.

Go to Taxes and select “Create”

Fill in the required fields -

1) Name

2) Tax rate (in %)

3) Apply Tax to Items - Choose between 2 options -

  • All items - This option automatically adds this tax to all current and future items created.
  • Select items - This option allows you to select the individual items this tax rate will apply to. You can also add it to one-time items you create while creating an invoice.

4) Apply Tax to Service charges - Choose between 2 options -

  1. All service charges - This option automatically adds this tax to all current and future service charges created.
  2. Select service charges - This option allows you to select the individual service charges this tax rate will apply to. You can also add it to any one-time service charges you create while creating an invoice.

Click on Save

What is the ScanPay Catalog feature?

With the ScanPay Catalog, you can create a list of items (for products and services) that you offer, service charges (like emergency or rush fees), and taxes that you have to collect.

Your team can then quickly add them to your invoices as needed, saving you time and ensuring that your invoices are accurate and consistent.

How can I add items from the ScanPay Catalog to an invoice?

To add an item when creating or editing an invoice on ScanPay web:

  1. On create or edit invoice screen, Click on Add from Catalog
  2. Search for or select the item you want to add from the list.
  3. You can edit the price, quantity, description, and even the applied taxes.
  4. When you are satisfied, click Save.

To add an item when creating or editing an invoice on ScanPay mobile app:

  1. On the generate invoice or the edit invoice screen, click on Add line item button.
  2. Search for or select the item you want to add from the list.
  3. You can edit the price, quantity, description, and even the applied taxes.
  4. When you are satisfied, click Save.

Tip: you can always edit a line item after you’ve added it as well.

What is a Payout?

A payout is how money gets transferred from your ScanPay balance to your linked business bank account. When you collect payments from your customers via ScanPay, the money is first deposited into your balance. This balance is transferred to your linked bank account based on your payout schedule.

How is the balance calculated?

Your balance in ScanPay is the net of your payments collected, refunds processed, fees deducted, credits applied, and any adjustments like disputes. Your Total Balance consists of "Upcoming Payouts," representing the active balance affected by current payments and refunds, and "On the Way," indicating payouts already initiated from ScanPay that are expected to arrive soon.

How do I link my existing bank account to receive payouts in ScanPay?

To link your bank account, simply submit an application with your KYC/KYB details through the app. Once approved, you can link your bank account by either using your online login details for your bank account or by manually entering your account information.

Is my bank account information secure when linking it in ScanPay?

Yes, absolutely. ScanPay has partnered with Stripe, a PCI-compliant and SOC 1 and SOC 2 compliant platform, to ensure the security of your bank account information.

Who initiates payouts?

Payouts are initiated automatically by ScanPay according to the payout schedule. You can view your payout schedule under Balance & Payouts > Payout Schedule.

How long does it take to receive payouts?

Unless specified, payouts are sent via Standard ACH and typically take 2-3 business days to reach your bank account.

How can I see where the payouts are being sent to?

You can view the details of your linked bank account, including where the payouts are being sent, in the ScanPay app settings. Simply navigate to the Balance & Payouts > "Manage Bank Account" section to review your linked account.You can also go to any payout and check “Sent to” under “Overview”.

What do the different payout statuses mean?

A payout status indicates where the payout is in its journey.

  • "Initiated": The payout process has been started. At this point, the transactions have been collated, and the payout amount has been fixed.
  • "In Transit": The payout is currently in transit to your bank account.
  • "Success": Payouts expected to have arrived at your bank account.
  • "Failed": Payouts that encountered errors and were unsuccessful.
Why is my payout not showing in my bank account, even though the status is “Success” on ScanPay?

Once the payout has left ScanPay, we typically see the amount reaching your bank within 2-3 business days. Banks typically process funds within the business day, but sometimes they can add extra days. including weekends and bank holidays. Once the bank has finished processing the transfer, they will deposit the money in your bank account automatically.

What does a negative balance mean?

A negative balance indicates that the funds collected were insufficient to cover the deductions in the same period. This could happen if a refund is issued or if there are dispute withdrawals against your account.

What should I do if I encounter an issue with my linked bank account?

If you see an error face an issue. such as, incorrect bank account details, failed payouts, or other account-related problems, please reach out to us at support@goscanpay.com for assistance.

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