FAQ

Hospitality Services

• What services does receptio/SysPay offer to professional hosts?
• What does "secure customers card data" stand for?
• What is the Secure Card Display?
• In which countries are the Booking Verification or Processing services available?
• What is the cost of the receptio/SysPay services?

Receptio/SysPay account registration and upgrades

• I am interested in your services. How can I sign up?
• What should I use the PIN code for?
• How will I know if my account has been upgraded for the service I have signed for?
• I no longer require your services, can I sign off?

Booking Verification service

• What does "Booking Verification service" stand for?
• What information do I need to subscribe to the Booking Verification service ?
• Can I choose which booking to be verified ?
• What does booking verification identifies as a high-risk booking?
• How to specify the card scheme that I accept?

Processing service

• What Processing service stands for?
• What type of legal entities can be accepted as applicants for business?
• What information do I need to activate the Processing service?
• Which Card Schemes can I process with receptio/SysPay?
• What about American Express (AMEX)?
• What are the currencies in which I can open a receptio/SysPay account?

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Compliance and documentation required

• Which documents do I need to provide to activate the processing service?
• What should I do in case I find incorrect information on my contract?
• I don’t have a paper bank statement, can I use screenshot?

My account

• I forgot my password. How can I reset it?
• How to access my receptio/SysPay backend?
• How to access my account details?
• How do I change my password?
• How do I change my username or email address?
• I forgot my PIN code. How do I reset / change it?

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Receptio/SysPay backend, statistics and reports

• When will be my next settlement?
• How much balance do I have with receptio/SysPay?
• How can I access my transaction history?
• Why are the date and time on my Dashboard and reporting different than my local time?

Payments and refunds

• I want to issue a refund. How can I proceed?
• How long do refunds take to reach my customer?
• Do my customers receive a payment receipt?
• Why was the payment declined?

Chargebacks

• What is a Chargeback?
• How can I prevent chargebacks?
• I received a chargeback, what do I do now?
• Chargebacks related to No Show charges

Statements and settlements

• When and how will SysPay settle the payments processed?
• How can I access statements / settlements generated?
• How can I change the email address provided for statements creation email notification?
• How can I change my bank account details?
• Is there a minimum settlement value?

Invoicing

• Which fees are included in my invoice?
• How can I access all issued invoices?
• How can I change the email address I have provided for the invoice notifications?
• How are my invoices paid?