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Frequently Asked Questions

Can Payment Pal cancel my merchant services
old provider for me?

No. Due to data protection, we are not able to do this for you. If you have a contract or agreement with another service provider you must cancel your agreement directly with your existing service provider.

Why am I receiving 2 bills and 2 Direct Debits?

On your bank statement, you will see 2 sets of periodic charges for your card processing services. Your Acquirer charges, which include card processing, are processed monthly and will show on your statement as EMS (Elavon Merchant Services). Your Terminal rental which include your terminal’s, PCI management fees and Analytics are processed monthly and will show on your statement.

What are PCI non-compliance fees?

It is important that your PCI compliance is renewed annually as the financial implications of a breach can be devastating. All acquirers impose financial penalties for non-compliance. You can stop these charges and mitigate risk by maintaining compliance and providing verification and certification as required by the industry.

How can I renew my PCI?

You need to complete the self-assessment questionnaire (SAQ) annually which can be reached at www.trustwave.com. If you have any difficulty, please call Trustwave on 0800 917 8986 and they will be able to talk you through it.

Why am I being charged for PCI non-compliance when I’m paying my monthly PCI management fees?

Payment Card Industry Data Security Standard (PCI DSS) is a set of mandatory requirements that apply to all businesses taking credit and debit card payments, regardless of their size or transaction volume. Whether you are accepting card payments for the first time or switching card payment providers, it is your responsibility to ensure you remain compliant but with Payment Pal, this is simple.

 

  • When you join us, you will be sent an online PCI Compliance assessment (called a SAQ – Self Assessment Questionnaire).
  • Your monthly PCI management fee includes membership to the PCI Programme and helps to manage compliance on your account.
  • You will receive annual reminders to renew your PCI DSS certificate online, giving you peace of mind and ensuring you avoid non-compliance penalties.

IMPORTANT NOTE

Your monthly PCI management fee does not cover non compliance fees which can be costly to your business so you must ensure you remain compliant. Therefore, you must renew your PCI DSS certificate on an annual basis in order to remain compliant and avoid non-compliance fees from the acquirer.

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