Payment security
2D vs 3D Secure
| Type | What it means |
|---|---|
| 2D Secure | Standard card processing without additional authentication steps |
| 3D Secure | Adds an extra step — such as an SMS code or app approval — for stronger fraud protection |
How NeroPay protects you
- NeroPay is PCI DSS compliant and uses encryption on all transactions
- Fraud monitoring tools are active on your account
- NeroPay is FCA-registered and operates under a regulated UK payments infrastructure
- Buyer and seller protection is provided through the platform
Accepted payment methods
NeroPay accepts all major debit and credit cards — Visa, Mastercard, Maestro, and American Express — as well as contactless payments and mobile wallets including Apple Pay, Google Pay, and Samsung Pay. All cards are charged at the same fee rate.
Chargebacks
A chargeback occurs when a customer disputes a payment with their bank. The bank temporarily withdraws the funds and requests evidence from you as the merchant.
| Detail | What it means |
|---|---|
| Chargeback fee | £20 per case, charged to the merchant |
| Resolution time | Typically 30–60 days depending on the card network |
| Fee if you win | The fee may not be refunded even if the dispute is resolved in your favour |
How to respond to a chargeback
- You will be notified by email and in your dashboard when a chargeback is raised
- Gather evidence — transaction records, delivery confirmation, communication with the customer
- Submit your response through the dashboard or by contacting support
- Wait for the card network's decision
Account suspension and reactivation
If your account is suspended
NeroPay will notify you by email with the reason — for example, missing KYC documents or unusual transaction activity. You may be asked to provide documents to reactivate your account.
How to reactivate a deactivated account
- Go to the NeroPay dashboard and log in with your registered email and password
- You will see a message confirming your account has been deactivated
- Click Reactivate My Account
- Your account will be reactivated automatically
What happens after reactivation:
- Account status changes from Inactive to Active
- Any ban reason is automatically cleared
- A notification is added to your account record
- You receive a confirmation email
Updating your account details
Most details can be updated directly from your dashboard under Account → Account & Profile. Bank account details and business details require support assistance. Create a ticket from Account → Help & Support and the team will respond within 1–2 business days.
Closing your account
To close your NeroPay account, submit a request via your dashboard or contact support@neropay.app. Any pending payouts will be processed before the account is closed.
Multi-currency payments
NeroPay accepts international cards and supports multiple currencies. Exchange rates are set by Visa and Mastercard at the time of the transaction and are included in the standard processing fee. By default, international payments are settled in USD. Contact support if you need settlement in a different currency.
Adding NeroPay to your mobile home screen
You can add NeroPay to your iPhone or iPad home screen so it opens like an app. This is useful for staff who need quick access to the dashboard or a specific tool such as NeroPOS or NeroWeb.
- Open Safari on your iPhone or iPad and go to the NeroPay page you want to save — log in if needed
- Tap the Share icon at the bottom of Safari (the square with an arrow pointing up)
- Scroll down and tap Add to Home Screen
- Edit the name if needed — e.g. NeroPay, NeroPOS, NeroWeb — then tap Add
- The icon will appear on your home screen and open in an app-like view
⚠️ This only works in Safari. If you are using Chrome or an in-app browser, the Add to Home Screen option will not appear. If you log out or change your password, you will need to log in again inside the shortcut.
Frequently asked questions
Q: Why should I accept card payments? A: Card payments are the most popular payment method in the UK. Accepting cards helps you avoid missed sales, speeds up transactions, reduces queues, and is more secure than handling cash.
Q: What card terminals does NeroPay offer? A: NeroPay offers a range of devices including the Card Terminal PRO+ for portable use, the Card Terminal CCD with Tablet, the full EPOS Kit for retail environments, and a Virtual Terminal for online and remote payments.
Q: Does NeroPay support high-risk industries? A: Some restricted industries are not supported. Visit neropay.app/legal for details on supported and restricted industries.
Q: What happens to my funds if my account is suspended? A: Funds already in your balance are held securely. Contact support for guidance on your specific situation.
Q: How do I change my payout bank account? A: Bank account changes require support assistance for security reasons. Create a ticket from Account → Help & Support.
Still need help? Contact us at support@neropay.app or create a ticket from your dashboard.