FREQUENTLY ASKED QUESTIONS

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

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. 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.

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. After all, safety of your funds is top priority for us.

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

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

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

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

ScanPay follows a simple, transparent pricing structure. You have to pay 2.5% per transaction. That's it!

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

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

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

You have the right to request that we delete any of your personal information that we collected from you and retained, subject to certain exceptions. Please send a request to support@goscanpay.com and Once we receive and confirm your verifiable consumer request, we will delete/deactivate and retain data for regulatory compliance. For more details please see https://www.goscanpay.com/privacy-policy

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

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.

Never!

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

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.

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.

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.

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.

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.

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.

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

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.

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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.

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

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.

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.

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.

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

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.

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

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

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.

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.

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.

You can check the status of your transactions in a single click by going to “Receipts”. On the mobile app, this is the "Receipts" tab on the bottom right. On the web version, select the “Receipts” page from the left side menu panel. You will see a complete list of all your transactions till date, with the most recent transactions at the top of the list.

Use the filters to find a particular transaction or a subset.

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

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.

Sending an invoice is simple, whether you're using the mobile app or the web version:

1.  Start a new invoice by clicking on the "Generate Invoice" tab on the bottom of the screen in your ScanPay mobile app. On the web version (web.scanpay.tech), click on “Create Invoice” on the homepage or Invoices page

2.  Enter the invoice details as applicable - line items, discounts, additional fees, notes, and photos.

3.  Search for your customer or create a new one.

4.  Click on “Create and Share” to show the options to share the invoice. You can share the invoice in person with the QR code or send it via text, email.

You can send a payment receipt or invoice to your customers after every successful transaction, whether you're using the mobile app or the web version:

1.  Go to the list of receipts. On the mobile app, this is the "Receipts" tab on the bottom right. On the web version, select the “Receipts” page from the left-side menu panel.

2.  Click on the relevant transaction and tap on the "Share receipt" button on the page or download from the web version.

3.  Choose a method to share the receipt - QR code, text, email, link - or download the pdf instead.

Adding your customer's details is not mandatory, but it can make generating invoices easier for repeat customers.

To add a customer on the mobile app:

1.  Go to the list of customers. On the mobile app, Click on the menu button on the top left of the screen and select “Customers”.

2.  On mobile, start adding a new customer by clicking "+" symbol at the top of the “Customers”. On the online version

3.  Enter the customer's name, mobile number or email address.

4.  The customer is now added.

To add a customer on the web version:

1.  Go to web.scanpay.tech and select “Customers” from the menu panel on the left.

2.  Click on “Create Customer”.

3.  Enter the customer's details - name, mobile number, email address, and address - and click “Create”.

4.  The customer is now added.

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

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.

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.

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

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

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.

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.

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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.

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.

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

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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.

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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.

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.

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?

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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

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

Tap to Pay on iPhone requires iOS 16.7 or later.

Update to the latest iOS version for the best experience.

Tap to Pay on iPhone requires iPhone XS or later.

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.

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.

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.

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.

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

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.

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

1. Your device should have a functioning NFC
2. Runs on Android 11 or above (update to the latest android for the best experience)

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

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

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.

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

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.

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

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.

Please send an email to support@goscanpay.com to keep the account on hold.

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

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

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.

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.

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.

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.

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

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

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

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.

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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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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

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.

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.

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”.

Sunbit is a consumer financing solution integrated into the ScanPay app, allowing your customers to break down big-ticket expenses into manageable monthly payments. Simply create an invoice in ScanPay, select Sunbit as the payment option, and your customer can apply for financing directly through the shared link.

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No! Sunbit is built into the ScanPay app, so there's no need for additional signups, integrations, or extra steps. It's ready to use as soon as you create an invoice.

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Sunbit handles all repayment processes directly with your customer, meaning you are not liable for missed payments or chargebacks. Once the payment is approved, you receive confirmation and payment upfront.

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Sunbit offers instant financing decisions with a 90% approval rate for amounts up to $20,000, providing your customers with more flexibility while boosting your sales.

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ScanPay partners with leading companies like Sunbit and Klarna to provide seamless consumer financing. These options are built directly into the ScanPay platform, so there’s no need for additional integration or setup.

Instant Payouts allow you to access your funds immediately instead of waiting for the standard payout schedule. With this feature, you can transfer available funds to your bank account within minutes, giving you faster access to your cash flow.

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ScanPay charges a 1.5% fee on the amount you choose to pay out instantly, with a minimum fee of $5. For example, if you request an Instant Payout of $500, the fee would be $7.50.

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Yes, the 1.5% Instant Payout fee is separate from and in addition to your standard payment processing fees. It only applies when you choose to use the Instant Payout option.

Funds typically arrive in your bank account within 30 minutes of initiating an Instant Payout. Instant Payouts are available 24/7, including weekends and holidays.

Yes, there is a maximum amount you can withdraw using Instant Payouts. This amount is displayed as "Available" on your Instant Payouts section in your ScanPay dashboard. This limit is based on your processed payments and account status.

The available amount for Instant Payouts reflects:

1. The 1.5% fee that applies to Instant Payouts
2. Any account-specific limits based on your processing history and account status

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To receive an Instant Payout:

1. Log into your ScanPay dashboard
2. Look for the "Instant Payouts" section on your balance page
3. Click the "Pay out" button
4. Enter the amount you wish to withdraw (up to your available limit)
5. Confirm the transaction

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Most major banks support Instant Payouts. Your bank account must be verified in your ScanPay account before you can use this feature.

No. Instant Payouts can only be processed to the account connected to your ScanPay account for payouts.

Yes, you can make up to 10 Instant Payouts per day, subject to the maximum amount available in your account.

If your Instant Payout fails, the funds will be credited back to your upcoming payouts. You can try again or contact our support team for assistance in resolving any issues.

The Instant Payout fee is non-refundable once the payout has been initiated, as it covers the cost of expedited processing.

Yes, eligibility for Instant Payouts is based on your account history and processing volume. New accounts may not immediately have access to this feature.

If you have any questions or issues regarding Instant Payouts, please contact our support team through your ScanPay dashboard or via email at support@goscanpay.com.

Note: ScanPay's Instant Payout service is provided in partnership with Stripe, a leading payment processing provider.

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