Frequently Asked Questions for Merchants

Please email support@echopay.co.uk, and we will send you a password reset link.

Go to "Settings", and then "Security", and follow the instructions given.

Whilst it is possible to use our dashboard on mobile devices, the EchoPay Dashboard is designed and optimised for use on your desktop, using either Safari or Google Chrome.

You can delete a payment link from the "Payment Links" page on your dashboard.

You cannot. If you need to alter details, you'll need to delete the link, and re-send a corrected one to the customer.

No. 

Each payment link is single-use, so you'll need to send a new link for each payment. 

Yes, after 30 days.

Some banks never send us a final update, so the status may stay at Initiated even when the payment has gone through.

Please check with your bank to see if funds have settled.

No.

If you make an error in the card payment process, always immediately Void the payment - you'll be able to do so within the first 15 minutes.

For an Open Banking payment, you'll have to process the refund outside of the EchoPay Dashboard.

You can refund a card transaction from the "Transactions" tab, and the funds will reach the customer in 3-5 working days. For more info, contact your card acquirer.

For an Open Banking payment, you'll have to process the refund outside of the EchoPay Dashboard.

Open Banking transactions will settle in under 5 minutes. Card transactions will be batched and sent by your card acquirer. For more info, contact your card acquirer.

For Open Banking transactions, please contact support immediately. For Card transactions, please contact your card acquirer.

Go to the "Transactions" tab, select the payments you'd like to export, and click the download button.

For Pay by Link transactions, they will automatically receive a receipt. For transactions in the Virtual Terminal, it will depend if the customer has an email address saved in the dashboard.

Please contact support, and we'll be happy to walk you through the process.

Alternatively, the Custom Branding & Domains guide is available in the User Guides section on the FAQs page. Follow the instructions as given in the document. 

You can! Please email hello@echopay.co.uk and CC your account manager at your ERP provider. 

The EchoPay App is available in the Clover Marketplace. For more setup info, please contact support.

Please contact support. 

For EchoPay, we'll invoice you at the beginning of each month. If you'd like a statement, please contact invoices@echopay.co.uk.

For card acquiring, please contact your card acquirer.

Please contact support, or fill in the form below!