What is 2D vs. 3D Secure verification?

2D Secure: Standard card processing without extra authentication.

3D Secure: Adds additional steps (SMS code, app approval) for stronger fraud protection.

How does NeroPAY protect me from fraud?

We are PCI DSS compliant, use encryption, and provide fraud monitoring tools. We are FCA registered, partnered with a UK bank, and offer both buyer and seller protection.

Do you support contactless and mobile wallets?

Yes, all terminals support chip & PIN, contactless, and mobile wallets (Apple Pay, Google Pay, Samsung Pay).

What is a chargeback, and how does it work?

A chargeback occurs when a customer disputes a payment. Their bank withdraws funds temporarily and requests evidence from the merchant. A fee of £20 applies to the merchant.

How do I respond to a chargeback?

You’ll be notified in your dashboard and by email.

Who pays the chargeback fee?

The merchant. Chargeback fees are typically £20 per case, depending on the card network. Even if you win, the fee may not be refunded.

How long does it take to resolve a chargeback?

Typically 30–60 days, depending on the card network.

How do I change the details on my account?

Most details can be updated in your dashboard. Bank or business details require support assistance. You can create a ticket in the Help & Support section of your dashboard, and our team will respond within 1–2 business days.

What happens if my account is suspended?

We’ll notify you by email with the reason (e.g. missing KYC, unusual activity). You may need to provide documents to reactivate your account.

Do you support high-risk industries?

For more information, visit our legal page, where you will find details about supported industries. Please note that some restricted industries are not supported.

How do I close my account?

Submit a request via the dashboard or contact support. Any pending payouts will be processed.

Do you support payments in multiple currencies?

Yes, international cards and multiple currencies are supported. By the end of this year (expected), we won’t charge differently across currencies.

How do exchange rates work?

Visa/Mastercard sets the rate at the time of the transaction. All is included in the 1.2% fee.

Will I receive the settlement in GBP or the original currency?

By default, all international payments are settled in USD. Contact us if you need settlement in multiple currencies.

Can I accept payments from overseas cards?

Yes, most international debit and credit cards are accepted.