0131 202 4107 info@swipen.co.uk

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.

My Account

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

  1. URL: https://secure.cashflows.com/admin/login
  2. 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

Download Payment Schedule Guide PDF

When and how will I be paid?

Swipen offer two funding times to their customers, either:

  1. T+1 (additional 45p charge per day)

  2. T+3 (Free of Charge)

To see the funds that will be settled into your account you should follow the below instructions:

  1. Login to Account Management System via: https://secure.cashflows.com/admin/login

  2. 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 info@swipen.co.uk.

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 info@swipen.co.uk.

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.

Online Gateways

How do I set up online payments?
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 info@swipen.co.uk

How to set up a new user?

To set up an additional user for the Online Gateway, please contact info@swipen.co.uk.

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
  1. Find the transaction you wish to refund under the Transactions tab on the Swipen Gateway. 

  2. Choose the ‘REFUND SALE’ option from the Action column

  3. Enter the amount you wish to refund to the cardholder. You can return either the exact or a lower amount to the cardholder.

  4. 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.

Contact Us

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: info@swipen.co.uk

Or use the form below:

Integrated Payments - connecting your till to your terminal

Integrated payments - connecting your EPOS till to your card terminal - enables your business to process payments faster and increase your profits.

There are many benefits to an integrated solution for almost all business types, most importantly, the removal of human error, giving you accurate reporting from all tills and terminals.

At Swipen, we offer Integrated Payments free of charge and you can use our Pay at Table or Pay at Counter software, or both if it suits your business:

Pay at Table

A software design with restaurants in mind:

Split the bill at the table

Automatic table closing

Integrated gratuity & reporting

Turn tables faster

More efficient payment

Pay at Counter

Suitable for most businesses, offering:

Faster payments

Shorter queues

Better conversion

Greater profits

COVID secure

Discover which terminal type is best for your business

Portable

Restaurants

Pubs

Cafes

Countertop

Bars

Clubs

Takeaways

Retail & Shops

Take your payments to the next level

E-Commerce Payment Solutions

With the arrival of Covid-19 into all our lives, online only payments are looking to have a bright future that’s here to stay.

At Swipen, we want to bust the myth that taking payments online is complicated, and help you
adapt to this changing world.

We offer two types of E-Commerce payment solution either directly integrated with your website or a hosted payment page.

Directly Integrated

Integrated into your own website

Completely customisable

Branded to your business

Customers stay on your website

150 currencies supported

Shopping carts

No long-term contract

Alternative payment methods, including: Alipay, Apple Pay, Google Pay, WeChatPay

Hosted Payment Page

Easy to set up

Take payments in minutes

Swipen branded

Data processed by Swipen

150 currencies supported

Shopping carts

No long-term contract

Alternative payment methods, including: Alipay, Apple Pay, Google Pay, WeChatPay

Take your payments to the next level

Virtual Terminal - Taking Payments over the Phone

Many businesses find it useful to take payments over the phone, whether you’re a travel agent
needing to take deposits, a mobile tradesperson, travelling salesperson, you have a call centre, or you don’t have a website to take payments online.

Swipen’s Virtual Terminal allows you to take card payments over the phone quickly and securely.

Our solution is a web portal that can be used on a desktop, tablet or mobile device.

Virtual Terminal Key Features

More secure than a card terminal - Completing the payment over the phone with full customer details reduces the risk of chargebacks or fraud.

Pay By Link - Send a payment link to complete the purchase or pay a balance. This is also a useful feature for customers who prefer to not give their details over the phone.

Capture Customer Details - The Virtual Terminal allows you to capture all the customer details you will need for your CRM or Booking Systems reducing the need for double inputting.

Control Permissions - Restrict user access to only certain functionality so you can control what your staff can process and see.

Take Payments anywhere - The Virtual Terminal is compatible to all devices and allows you to take payments from anywhere - office, home or on the move in a safe and secure way.

Ideal for call centres, travel agents, travelling salespeople, mobile tradespeople, restaurants for pre-bookings and parties, hotels for rooms and events, or any business that doesn’t have a website that customers can pay through.

Take your payments to the next level

Web & App Solutions - Order and Pay-at-Table Platform

With COVID regulations in force across the country, restaurants and pubs are adjusting the way they work to reduce the spread of this virus.

Swipen are also adapting to these changing times, and working with our expert partners, we can now offer order and pay-at-table platforms, allowing you to benefit from cashless and cardless payment options.

Our solutions can be either Web or App based and we provide the choice between
a ‘Simple Solution’ and a ‘Bespoke Solution’, depending on the size of your business

Bespoke Solution

The best option for individual pubs and restaurants, small chains, or if location offers a different menu:

Use your own branding

At table QR code or WiFi login

Bespoke rates and fees

Links to your EPOS till *

*Depending on the EPOS company

Simple Solution

Ideal for larger chains where every location requires exactly the same functionality and offers the same menu:

Custom built to fit your business

Customers can access the way you want

Links to both your till and kitchen

No training required

Working with Pizza Hut

Swipen have helped create a bespoke value-for money solution for Pizza Hut, and we could do the same for you.

Get in contact to find out more.

Take your payments to the next level

Tip Per Tap -Contactless Tipping System

With the dawn of cashless and touchless checkouts along with app ordering systems and pay online methods, many restaurants, bars, cafés and hotels are finding that their waiting staff are no longer able to receive cash or card tips.

Swipen has the perfect solution: the new ‘Tip Per Tap’ Contactless Tipping System

Directly Integrated

A dedicated terminal is placed in a prominent location in your restaurant.

The terminal is set to ‘donation’ and the debit amount is set at a specific figure. e.g. £2

Your happy customers simply tap their card, phone or watch against the terminal to leave a £2 tip.

They can tap multiple times to leave a larger amount

Works automatically without the need for a member of staff to supervise.

End-of-day report is separate, making it quicker and easier to share the total tips received between staff members.

How about a little Tip Per Tap

Read our blog all about our new Tip Per Tap Contactless Tipping System.

Get in contact to find out more.

Take your payments to the next level