Frequently Asked Questions

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Merchant Services

You can apply to become a Merchant using the Safrapay Merchant App or Website.

Using the App

Download the Safrapay Merchant App on your iOS or Android device.

  1. Open the app and select Sign Up.
  2. Complete and submit your application.
  3. Shortly after submitting, you will see a notification with the status of your application and any additional steps that may be required.

 

Using the Website

  1. Navigate to Safrapay.com using your web browser.
  2. Select Get Started.
  3. Complete and submit your application.
  4. Shortly after submitting, you will receive an email with the status of your application and any additional steps that may be required.

At this time, Safrapay offers our Merchants the following POS equipment:

Card Readers

 

Terminals

 

POS Systems


Accessories

  • PAX SP30 – customer facing PIN pad for the PAX A80

Safrapay provides POS (Point of Sale) equipment that allows you to accept most debit cards, credit cards, digital wallets, and mobile payments.

 

 Payment Types Accepted

  • Visa
  • Mastercard
  • Discover
  • American Express (Opt Blue)
  • NYCE
  • Maestro
  • Interlink
  • Pulse
  • Star
  • Accel
  • Apple Pay
  • Google Wallet
  • Samsung Pay

 

In addition, your POS equipment will accept credit and signature debit cards – including contactless, chip, and swipe cards.

We will process your equipment order within one (1) busines day of receipt.  If your merchant application is pending, we will process your equipment order within one (1) business day after approval.  Your order is expected to ship within 2 business days after processing.  You will receive an email notifying you that your order was shipped and the expected delivery date.

Along with your devices you will receive a Welcome Kit which includes:

  • A Quick Start guide for setting up your POS equipment
  • IP (ethernet) cable
  • 6 rolls of receipt paper
  • Collection of stickers for your window(s) and terminal

 

If you have any questions about your POS equipment or need assistance setting it up after it arrives, please call our Customer Support Team at 1-877-472-3727.

Approved Safrapay Merchants who have completed payment for their devices will receive their POS Equipment within 2 – 5 business days.

Once you receive your Point of Sale (POS) Equipment (either Pax or Clover) and have any technical issues Clover and Pax has resources and video tutorials to support you on your technical needs.

 

Clover Support

Clover Setup and Installation

Clover Help articles

Clover Web Dashboard

Clover Troubleshooting

Apps: Tools for your Clover Business

Protect Your Clover System

Clover Account

Privacy and Security

Cleaning your Clover device

Setting up payment methods

Guides

 

Pax Support

Self Help Video tutorials

Technical Troubleshooting

Knowledge Base (log in required)

 

Clover Direct Customer Support Issues by Phone

Call Safrapay Customer Support at 1-877-473-3727

 

Pax Direct Customer Support Issues by Phone/Chat

Call Safrapay Customer Support at 1-877-473-3727

Safrapay Customer Support can be reached via Chat in the Safrapay Merchant App or Safrapay Banking App or by calling Customer Support.

USING THE SAFRAPAY BANKING APP

Log into the Safrapay Banking App
Navigate to Menu > Support or tap the Support icon. From the Support page there are three (3) options for resolving issues:

  1. ​You can select Find the Answer to view frequently asked questions (FAQs) or search for an answer by topic or keyword
  2. You can select Chat to request assistance using the chat window
  3. You can select Contact Support then tap the phone number to dial Customer Support


USING YOUR PHONE
General Support Issues
Call Customer Support at 1-877-472-3727

Business Debit Card Activation or PIN Change – Voice Response System
Call Toll free number 1-855-485-2826
Call International number 1-501-274-5614

Lost or Stolen Business Debit Cards
Call Toll free number 1-800-754-4128
Call International number 1-727-227-9012

Business Credit Card Maintenance – Voice Response System
Call Toll free number 1-855-446-5159

Lost or Stolen Business Credit Cards
Call Toll free 1-866-839-3485
Call International number 1-727-227-9012

Business Credit Card Disputes
Call Toll free number 1-800-600-5249

Business Debit Card Disputes
Call Toll free number 1-833-995-2888

PCI related inquiries

Call Toll free 844-260-7718

Email at support@pcihelpcenter.com

Safrapay is happy to offer the AccessOne Platform through FiServe.AccessOne provides Safrapay merchants with online tool aimed to assist with their business management and operations by providing reports, documents, statements, and administration functionality. The Fiserv AccessOne platform and application operates in one safe and secure online environment and facilitate the following:

  •  Deposit summary and detail
  •  Up to 18 months of payment and transaction history
  •  Card search function
  •  Batch summary/transaction detail
  •  Substitute transaction receipts (Voucher)
  •  Merchant Services Account Statements
  •  Interchange/Qualification summary and detail (optional)
  •  IRS TIN Validation reporting
  •  Chargeback and retrieval disposition
  •  Return transaction Verification/Matching
  •  Reports are exportable

The Payment Card Industry Data Security Standards (PCI DSS) is a set of security standards that increase controls around cardholder data to reduce credit card fraud.  Merchants (regardless of size) must comply with PCI DSS and achieve and maintain PCI compliance.     

It is the merchant’s responsibility to ensure the merchant’s customer’s credit card data is secure.  This is not a one-time requirement.  Instead, PCI Compliance is an ongoing requirement for every merchant and the PCI DSS must be continually monitored and maintained. 

Below are the protocols a merchant’s business must follow to ensure it safely and adequately processes, stores, and transmits credit card information.

  • Build and maintain a Secure Network and Systems
  • Protect Cardholder Data
  • Maintain a Vulnerability Management Program
  • Implement Strong Access Control Measures
  • Regularly Monitor and Test Records
  • Maintain an Information Security Policy

A merchant is considered PCI compliant after an assessor has determined that DSS requirements are in place.

There are additional requirements for merchants who specialize in certain areas. For further details on the requirements, you can visit the PCI Security Standard site: https://www.pcisecuritystandards.org Any merchant that handles cardholder data is required to maintain continuous PCI compliance.

Safrapay has partnered with Aperia Solutions, Inc. to assist your business with becoming compliant.  Aperia works with merchants to achieve compliance and provides assistance with your questions or concerns regarding PCI compliance initially and annually.

For all your PCI related inquiries please reach out to the PCI compliance support team by phone 844-260-7718 or email at scansupport@pcihelpcenter.com.

Safrapay has partnered with Aperia Solutions, Inc. to assist your business with becoming PCI compliant.  Aperia works with merchants to achieve compliance and provides assistance with your questions or concerns regarding PCI compliance, both initially and annually.

An organization is considered PCI compliant after an assessor has determined data security standard requirements are in place. There are 12 main DSS requirements that apply to most businesses. Any organization that handles cardholder data should strive to achieve and maintain continuous compliance with these DSS requirements.

Safrapay requires that all merchants validate PCI compliance within 90 days of becoming a Safrapay merchant and then annually thereafter.

After your merchant account is approved, you will receive a welcome email from Safrapay, informing you that you have been enrolled in the merchant PCI DSS program. Safrapay has partnered with Aperia to create a seamless PCI compliance process for all our merchants. The email you will receive will provide instructions for logging into the PCI portal and validating compliance with PCI DSS. The PCI application can be accessed by using the link pciapply.com/safrapay.  The username to access the portal is the complete merchant ID, and the password is the last five digits of the merchant ID and capitalized state abbreviation. For example, if the merchant ID is 123456 and is located in Illinois, the login information will be 123456 as the username with a password of 23456IL.

If you have not received this email, please reach out to the PCI Compliance Support team by phone 1-844-260-7718 or email support@pcihelpcenter.com.

Average ticket size refers to the average dollar amount of sales per credit card transaction. For example, if you usually sell $200 a day in 10 separate transactions, then your average ticket size would be $20 dollars.

Credit and debit card transactions generally fall into two different categories: card-present or card-not-present.

 

Card-present transactions are those payment card transactions where the customer is in-person and physically swipes, taps, or inserts their card for payment through a terminal or POS system.  A transaction is considered “card present” only if the electronic data is captured at the time of the sale.

 

Card-not-present (CNP) transactions are those payment card transactions where the card is not physically present when the payment is processed.  An example of this is when a take-out order is placed by and paid for by telephone, the card used does not interact directly with the terminal or POS machine. 

 

Card-Present Transactions

  • Countertop credit card machines
  • POS systems with card readers
  • Contactless enabled terminals
  • Card readers connected to smartphones or tables


Card-Not-Present Transactions

  • Manually keyed-in card details
  • Mail order or telephone order payments through a virtual terminal
  • Online checkouts
  • Recurring subscription billing
  • Electronic invoicing
  • Orders taken over the phone and manually keyed-in
  • Payment apps on smartphones or tablets that don’t use a card reader

 

In each of the card not present cases above, even if a card is with the customer, the electronic data (the chip or magnetic strip) wasn’t provided with the transaction, which makes it card not present.

 

When deciding whether or not to process card-not-present transactions, there are two primary things to consider:

  • Card-not-present processing fees are typically higher and can impact your processing costs
  • Chances of fraud and chargebacks is higher with card-not-present transactions
    • If you are processing e-commerce transactions, please ensure that you activate your fraud management tools provided by your Gateway (Auth.net, Cybersource, etc.)

Your average monthly transaction volume is calculated as the total gross dollar amount of credit card transactions processed in a year divided by 12 months.

 

This serves as an indicator of the dollar amount of credit card sales that your company does each month.  If you are launching a new business and don’t have any processing history, you may be asked to provide an estimate. 

The monthly minimum is a pre-negotiated minimum found in your Merchant Application

 

In any given month, if the fees collected from debit and credit card processing do not meet the set minimum, then you will be charged the difference between the monthly minimum and your actual processing fees.

 

Here are two examples with a monthly minimum fee of $15

 

  • This month, you only generated $8.50 in processing fees. This means you owe Safrapay $6.50.
  • This month, you only generated $0.00 in processing fees. This means you owe Safrapay $15.00

For security reasons, Safrapay requires all account changes to be processed by speaking with a Customer Support Agent.  Some account changes may require documents for verification.

CALL CUSTOMER SUPPORT AT 1-877-472-3727

HOW IT WORKS

  1. The agent will verify your identity and confirm which account(s) are to be updated.
  2. The agent will ask for the information to be changed and will also confirm the data provided to ensure accuracy. Documents may be required to verify the new information.


Changes that DO NOT require supporting documents (unless Safrapay Inc. is unable to verify the following):

  • Email Address
  • Phone Number
  • Business Mailing Address
  • Individual Mailing Address
  • Location Address
  • Sales Volume


Changes that DO require supporting documents:

  • Principal Ownership
  • Principal Name
  • Authorized User
  • Bank Account
  • DBA (Doing Business As) Name
  • Date of Establishment
  • SSN (Social Security Number)
  • ITIN (Individual Taxpayer Identification Number)
  • EIN (Employer Identification Number)

A Merchant Category Code (MCC) is a four-digit code assigned to every merchant which is used to classify the business by the types of goods or services it provides.

An Acquirer Reference Number (ARN) is a unique number that tags a transaction (mainly those related to credit cards) when those go from the merchants’ bank account (the acquiring bank) through the payment network to the cardholder’s bank account (at the issuer). This number can be used by issuing banks to trace a transaction with an acquirer and to track various transactions like Settlement and Credits/Refunds.

Merchant Discount Rate (MDR) is the rate charged to a merchant for payment processing services on debit and credit card transactions.  Merchant Discount Rate is given as a percentage of each sales transaction processed and it determined by the merchant service provider.  For example, when you see an ad and it says “2.9% + $0.30” to process e-commerce transactions, the 2.9% is the MDR. The MDR is listed as  Merchant Discount Rate on the Merchant Fee Schedule.

Business Banking

Using the Safrapay Merchant App, you can apply for a Safra Business Bank Account at the same time that you apply to become a Merchant.

  1. Download the Safrapay Merchant App.
  2. Select Sign Up.
  3. Fill out the merchant application with the appropriate details.
  4. At the Bank Information step, you will see a Safra Business Bank Account offer.
  5. To accept the offer tap Apply and Continue.
    a. If you want faster payouts and lower fees, check the box indicating you would like to use this account as your primary bank account.
  6. Complete and submit your merchant application.
  7. Once you are approved as a Safrapay Merchant, you will also be approved for a Safra Business Bank account.

Once approved, every Safra Business Bank Account customer will automatically receive a business debit card for their account.

You can check the status of your debit card using the Safrapay Banking App:

  1. Log in to the Safrapay Banking App
  2. Once your card has shipped (typically takes 7-10 days to arrive), you will see an item under In Progress informing you that your card is on its way.

 

If there is an issue with your business debit card, you can request a replacement or contact Customer Support at 1-877-472-3727.

After receiving your business debit card, there are three ways to activate the card for use:

USING THE SAFRAPAY BANKING APP

  1. Log in to the Safrapay Banking App and navigate to Card Management
  2. Select Activate Your Card
  3. Enter the last 4 digits of the card number and the expiration date and tap Activate Card
  4. You will then need to set up your 4-digit PIN by tapping Create My PIN
  5. Enter your desired 4-digit PIN and then tap Create PIN
  6. Your card is now activated and ready for use!

USING THE VOICE RESPONSE SYSTEM

  1. Call the card activation and PIN change voice response system toll free at 1-855-485-2826 for domestic calls or 1-501-274-5614 for international calls. 
  2. Follow the prompts and provide your card number or other reference number when requested.


USING CUSTOMER SUPPORT

  1. Call Customer Support at 1-877-472-3727

After verifying your identity, the Customer Support representative will help you activate your card while you supply the 4-digit PIN.

After receiving your new business debit card, you will need to activate the card and set up your 4-digit Personal Identification Number (PIN). There are two ways to do this:

USING THE SAFRAPAY BANKING APP

  1. After receiving your new card, log in to the Safrapay Banking App and navigate to Card Management
  2. Select Activate Your Card
  3. Enter the required card details and then tap Activate Card.
  4. You will then need to set up your 4-digit PIN by tapping Create My PIN.
  5. Enter your desired 4-digit PIN and then tap Create PIN.
  6. Your card is now activated, and your PIN is set up!

USING THE VOICE RESPONSE SYSTEM

  1. Call the card activation and PIN change voice response system toll free at 1-855-485-2826 for domestic calls or toll free from outside the United States at 1-501-274-5614

Follow the prompts and provide your card number or other reference number when requested.

You can easily reset the PIN for your Safrapay Business Debit Card using the following steps:

  1. Log in to the Safrapay Banking App and navigate to Card Management.
  2. Click Reset PIN
  3. Enter a new 4-digit PIN
  4. Click Create PIN
  5. Reset Complete!

 

Safrapay, together with its sponsor bank Safra National Bank of New York, Member FDIC, is a one stop shop offering payment processing solutions and business banking services.

          

Your debit card may be used at these selected ATMs for no fee, however the transaction may be charged a fee by the ATM operator. 

There are two ways to locate an ATM near you:

USING THE SAFRAPAY BANKING APP

  1. Log in to the Safrapay Banking App
  2. Go to Menu > ATM Finder


USING THE INTERNET

  1. Open your browser
  2. Navigate to mastercard.us/en-us/personal/get-support/find-nearest-atm.html

 

*Out of Network: rates apply

You may use your Safrapay business debit or business credit card at any of our in-network ATMs.

ATM usage is subject to the following limitations:

  • There is a $500 daily limit for withdrawals 
    You may withdraw up to $500 in a single transaction, as long as your available account balance is not exceeded 
  • There is a $2,500 daily limit for cash deposits
    Checks can be deposited by Remote Deposit Capture using the Safrapay Banking App, but cannot be deposited via ATM.

Safra Business Bank Account customers can use their Safrapay Banking App to deposit checks using remote deposit capture (RDC).  RDC uses your devices’s integrated cameras to take photos of your check.  The images will be scanned and submitted to the bank electronically via an encrypted internet connection. The bank will receive images, review the transaction, and make funds available based on the Funds Availability Policy. 

To prepare your check for deposit:

  • Write “For mobile deposit only” on the back of the check
  • Endorse the back of the check with your signature


USING THE SAFRAPAY BANKING APP

  1. Log into the Safrapay Banking App
  2. There are three ways to
    1. Navigate to MenuMove Money > Deposit a Check
    2. Navigate toMenu > Deposit a Check
    3. Tap theMove Money icon in the bottom navigation
  3. Select the bank account you would like to use for receiving the deposit               
  4. Tap Frontand then Back to take photos of the front and back of your check using your device’s integrated camera
  5. After taking a clear photo, tap Use Photo
    1. If needed, tap Retake to take a new photo of your check
  6. A green check will appear on the Frontand Back cards to indicate that an image has been added
  7. Enter the check amount into the Amountfield
  8. Make sure the account selected for deposit is correct
  9. Tap Continue to Confirmation
  10. Confirm your deposit information and then tap Submit Deposit


After submitting, you will see a confirmation screen.

Safrapay Customer Support can be reached via Chat in the Safrapay Merchant App or Safrapay Banking App or by calling Customer Support.

USING THE SAFRAPAY BANKING APP

  1. Log into the Safrapay Banking App


Navigate to Menu > Support or tap the Support icon

       2. From the Support page there are three (3) options for resolving issues

  • You can select Find the Answer to view frequently asked questions (FAQs) or search for an answer by topic or keyword
  • You can select Chat to request assistance using the chat window
  • You can select Contact Support then tap the phone number to dial Customer Support


USING YOUR PHONE

General Support Issues

Call Customer Support at 1-877-472-3727

Debit Card Activation or PIN Change – Voice Response System

  • Call Toll free number 1-855-485-2826
  • Call International number 1-501-274-5614


Lost or Stolen Debit Cards

  • Call Toll free number 1-800-754-4128
  • Call International number 1-727-227-9012


Credit Card Maintenance – Voice Response System

  • Call Toll free number 1-855-446-5159
  • Call International number 1-501-725-9266


Lost or Stolen Credit Cards

  • Call Toll free 1-866-839-3485
  • Call International number 1-727-227-9012


Business Credit Card Disputes


Call Toll free number 1-800-600-5249

Business Debit Card Disputes

Call Toll free number 1-833-995-2888

The cardholder is the individual who is issued a a credit or debit card on behalf of the business which can be used to pay for business expenses. The cardholder and the business name will appear on face of the credit or debit card.

Business Credit Cards

Before initiating a dispute, Safrapay recommends calling the merchant to attempt a resolution to the disputed charge. If you don’t recognize a charge, please check that the no charge was made in that amount at that time as it is often that the merchant identified on your statement is an affiliate or agent of the merchant from whom you made the purchase.

Customer Support can initiate and facilitate a dispute for ATM, business debit card, or business credit card transactions.

CONTACT SAFRAPAY CUSTOMER SUPPORT:

Business Debit Card and ATM Disputes

  • By phone at: 1-833-995-2888/Monday-Friday 9am-5pm EST


Credit Card Disputes

  • By phone at 1-800-600-5249/ Monday-Friday 8am-8:45pm and Saturday 9am-2:45pm ET


Reasons for initiating a dispute/chargeback
:

  • You did not authorize the Charge
  • Purchase Dispute – this includes the following:
      • Goods or services were not as described or defective
      • Goods or services were not provided
      • Promised credit was not processed
      • Uncancelled reoccurring transaction
  • Fraud
  • Error


After verifying your identity, our Customer Support Agent will collect the following information from you regarding the dispute:

  1. Account Information (Cardholder Name, Account number)
  2. Charge Amount
  3. Amount of Charge being disputed
  4. Charge Date
  5. Transaction ID (if available)
  6. Name of Merchant
  7. Reason for the dispute
  8. Additional information that would be helpful in resolving the dispute
  9. Best way to reach you

Safra National Bank of New York, Member FDIC, has partnered with world-renowned Mastercard Credit Card services to provide Safrapay Merchants with two business credit card offerings:

  1. Mastercard Business Credit
  2. Mastercard World Elite Business


These business credit cards come with rewards and benefits to help your business succeed. Merchants can manage their credit card rewards by navigating to ScoreMore ™ or by calling Customer Support at 1-800-854-0790.

Rewards Program Overview

  • Rewards Points
    • Mastercard Business Credit cards earn 1 reward point for each eligible dollar
    • Mastercard World Elite Business cards earn 1.5 reward point for each eligible dollar

Points can be redeemed for travel, merchandise, gift cards, or other services.