E-commerce solutions PAYONE Community

You will receive your login credentials in your welcome e-mail once your PAYONE contract has been processed and verified. These credentials provide acess to both the PAYONE Community and the PAYONE Merchant Interface (PMI).

Registration is completed by entering the login credentials provided in your welcome e-mail after your PAYONE contract has been processed and verified. Once you enter your credentials, you will receive a security code via e-mail as part of the two-factor authentication process. You must enter this code to activiate your accout. The code is valid for 30 minutes.

Note: Your login credentials apply to both the PAYONE Community and the PAYONE Merchant Interface (PMI).

If you have forgotten your login credentials, please contact merchantservice@payone.com via email. Make sure to include your first and last name, Merchant ID and username in your request.

You can change your existing password at any time in the PAYONE Merchant Interface (PMI) by clicking on the function Administration, then Access. Follow the provided steps by entering your User ID and current password, then create a new password and click Save to confirm the changes.

If your access is blocked, please contact our service team via e-mail at merchantservice@payone.com.

In the PAYONE Community, you can create a new request under the "Help & Contact" menu by selecting the "Create New Case" tab. Here, you can submit your inquiries to the PAYONE service team and open a new case. If our PAYONE service team requires additional information, your case will be displayed on the homepage with the status "Customer Action Required".

You can view and manage an overview of all your current and open cases on the homepage of the PAYONE Community under the "My Cases" tab. Here, you can also edit cases and upload documents. At the top of the page, you will find three option buttons:

1. Cases
   Displays all inquiries you have actively submitted to our service team.

2. Upload documents
   Shows all documents requested by PAYONE that are either pending or have already been processed.

3. Self-Disclosure
   Contains self-disclosure forms that have been completed or are still awaiting your input.

You can access your cases by clicking on the case number or the corresponding row, which will take you directly to the selected case. Here, you can add information, screenshots or files in the following formats: CSV, XML, ZIP, MP4, TIFF, JPEG.

Additionally, you can use the "Status Filter" to display cases with a specific status.

Within the PAYONE Community, there are various statuses, each with a specific meaning:

Self-disclosure:

• Self-disclosure requested
  Customer Service has requested a self-disclosure, which you need to complete.

• In process
  Your submitted self-disclosure is currently being reviewed by Customer Service.

• Customer action required
  Your self-disclosure has been processed, but some details are unclear, and Customer Service has follow-up questions. Please open the self-disclosure form and review the comments.

• Accepted
  Your self-disclosure has been processed, checked, and approved. No further action is required from your side.

Document request:

• Document requested
  Customer Service has requested one or more documents from you, which need to be submitted.

• Uploaded
  You have uploaded documents. These will be reviewed by Customer Service for completeness in the next step.

• Customer action required
  Customer Service has questions about the submitted documents. Please check their comments.

• Accepted
  Your submitted documents have been reviewed and approved. No further action is required from your side.

Case status:

• Process open
  Your request has been successfully created and received. Once the responsible department begins processing, the status will change to "In process at Customer Service."

• In process at Customer Service
  Your request is being handled by the responsible department.

• Customer action required
  he relevant department has a follow-up question or requires your assistance regarding your request.

• Closed
  Your case has been completed and closed.

You can only upload your self-disclosure once you have provided all the necessary information. Please check that you have filled in all necessary fields. Our PAYONE service team will review the accuracy of your information during the process. If there are any questions, we will contact you through the Community.