Support & FAQs
Support & FAQs
You can find here the answers to many of our frequently asked questions, details of our 24/7 support line, and downloadable user manuals for card terminals.
For Cashflows Status, go here
How do I log into my account?
Access to your Account Management System is via the email address and password supplied to Swipen when completing your application. To access your account follow the link below
- URL: https://secure.cashflows.com/admin/login
- Enter your unique email address and password and select the login button
If this is your first login attempt, please click Reset Password and follow the instructions on screen
How do I change my bank details?
To change your bank details please download the guide below and follow the instructions
When and how will I be paid?
Swipen offer two funding times to their customers, either:
- T+1 (additional 45p charge per day)
- T+3 (Free of Charge)
To see the funds that will be settled into your account you should follow the below instructions:
- Login to Account Management System via: https://secure.cashflows.com/admin/login
- Go to the Settlement Batch Report section to view your daily batches
To see when the funds will be paid into your account you should go to Remittance Statement to view the remittance details
How are my fees charged?
Swipen offers both Net Settlement and Gross Settlement for their customers. For those customers on Net Settlement all transaction fees are taken before settlement. The fees taken per transaction are viewable in the Account Statement section of the AMS system. Gross Settlement customers will receive a monthly invoice from Cashflows which is payable via BACS using the details provided
For those customers with terminals your monthly fees will be taken by Paytek and will be for the full amount agreed + VAT as stipulated in your contract.
For those customers using the Swipen gateway an invoice will be sent to you on the 1st of every month for the pence-per-transaction fee. This is payable within 7 days and can be done via Direct Debit or BACS
What is PCI?
PCI DSS stands for the Payment Card Industry Data Security Standard. PCI is a set of standards designed to ensure that ALL companies that accept, process, store or transmit credit card information maintain a secure environment. At Swipen we do not charge a non-compliance fee, but you are still responsible for being compliant as a business. Please follow this link for more information.
How do I make a complaint?
Swipen never wants a customer to feel like they need to make a complaint, but should you ever feel the need to get in touch to complain please email firstname.lastname@example.org.
Please include all relevant information and a way to contact you via both email and phone.
How do I cancel my contract?
If you wish to cancel your contract with Swipen you must put this in writing and email email@example.com.
Upon receipt of your email one of our team members will calculate any early cancellation fees owed. They will then reach out to you within 48 hours with a final invoice and details of your cancellation terms in writing
Please note, any failure to pay your final invoice will be deemed as a request to continue your contract and Swipen will continue to take any monthly payments you may have in place
Terminal User Guides
If you have any questions regarding operating your terminal, such as how to take a payment over the phone, how to do a refund or how to run an End of Day Report, click on the relevant terminal cover to download a PDF.
How do I set up online payments?
Please see Payment Gateway Support Documentation.
What are my login details?
The login details for your initial setup will be provided to you by your Swipen representative. These details will be linked to the email you have authorised Swipen to use during the sign-up process. To login please go to https://mms.swipen.co.uk/ and use the details you have been provided
If you have not received your details please email firstname.lastname@example.org
How to set up a new user?
To set up an additional user for the Online Gateway, please contact email@example.com.
We require the full name and email address of each individual user as well as the permissions you would like them to have.
How to do a Refund
- Find the transaction you wish to refund under the Transactions tab on the Swipen Gateway.
- Choose the ‘REFUND SALE’ option from the Action column
- Enter the amount you wish to refund to the cardholder. You can return either the exact or a lower amount to the cardholder.
- Once the amount is correct, click Refund Transaction
How do I change my Receipt & Notification preferences?
To enable receipts and email notifications for each successful SALE from the gateway you will need to configure them in the receipts section under the preferences tab.
To add a Merchant Notification Email add an email into the box and click update. This will allow you to receive an email notification for every SALE made.
To enable customer receipts you need to switch the tab to Yes. When the Cardholder supplies a valid email address, this allows a copy of the Gateway receipt to be sent to the Cardholder.
What are the decline Response Codes?
If you need more information to understand why a transaction has been declined or voided you should login to AMS and go to ‘Gateway Transactions’. Find the relevant transaction click on the reference number for full transaction details including the Response Message. The Response Message will give you a code such as D102. You can find out what this means by following this link which will give you the full details.
If you’re still having trouble, then we’re here to help. You can contact us using the details below:
For terminal hardware support only: 01933 201424
For anything else: firstname.lastname@example.org
Or use the form below: