Paymate OnTheGo FAQs
Need Answers? Try our Frequently Asked Questions to see if you can find the answer. If you can't find the answer to your question, remember you can always ring Paymate OnTheGo Customer Service on 1800 248 934. Our local, expert Customer Service is available Monday - Sunday, 9am - 5pm AEDT.
Can you find your question here?
- Do I need a merchant account to use Paymate OnTheGo?
- In what countries is Paymate OnTheGo available?
- Paymate OnTheGo swiper
- Can I use more than one swiper with my Paymate OnTheGo account?
- On what mobile devices does Paymate OnTheGo work?
- Can I process debit cards with Paymate OnTheGo?
- What is the returns policy?
- I don't think my swiper is working
- How do I resend my customers email receipts?
- What do I do if my recent transactions have all been declined?
- I just received a chargeback, what is this?
Do I need a merchant account to use Paymate OnTheGo?
No, you don't need a merchant account. To use Paymate OnTheGo, you are required to sign up for a Paymate account and Paymate processes the transactions and deposits the funds into the bank account of your choice.
With Paymate OnTheGo you can instantly generate email receipts and electronic records of your transactions saving you time and money and eliminating embarrassing callbacks for lack of funds or a mistakenly recorded credit card number. It is also more secure than writing credit card numbers on an order form.
In what countries is Paymate OnTheGo available?
Paymate OnTheGo is designed and tested for use in Australia only.
While Paymate OnTheGo can work overseas in principle (for processing AUD into an Australian bank account), there are many network and technical parameters out of our control that may affect the service.
How much does the swiper cost?
The swiper retails for AUD$19.95 including GST.
How do I pay for the swiper?
Once you have completed our online application process and been approved you will be direct debited for the cost of the swiper against your registered bank account.
Is the Paymate OnTheGo Swiper Secure?
Yes, the Paymate OnTheGo swiper utilises end-to-end encryption so your customer's sensitive information is never exposed.
What if I lose my Paymate OnTheGo swiper?
No data is stored on the Paymate OnTheGo swiper, so all credit card information is safe if the device is lost or stolen.
If you do lose or break your swiper, please call Paymate OnTheGo customer service line on 1800 248 934 (toll free). Customer Service is available Monday - Sunday, 9am - 5pm AEDT.
If you do lose or break your swiper, you can still process credit card transactions by keying the credit card details directly into the app on your phone. However we caution you to be extremely careful when typing in credit card details to ensure you type in the correct information – there is no autocorrect on the app.
Yes, several swipers can be used under one Paymate OnTheGo account. They are called sub-lines.
How can I order additional swipers?
To order additional swipers, please call Paymate OnTheGo customer service line on 1800 248 934 (toll free). Customer Service is available Monday - Sunday, 9am - 5pm AEDT.
Will the additional swipers (sub-lines) require me to open a new Paymate account?
No, the sub-lines will simply be linked to your existing Paymate OnTheGo account.
How will I be able to identify the transaction details for the sub-lines?
The reporting will show the activity details for all of your sub-lines
Are there additional fees for adding a sub-line to my account?
Yes, you will be charged AUD$19.95 including GST for each swiper and you will be charged the normal transaction rate for each transaction going thru all of your sub-lines. Please click here to see the Paymate OnTheGo fees.
The Paymate OnTheGo Swiper is compatible with selected Apple® and Android® devices. To see if you device is supported, please visit compatible phones.
The Paymate OnTheGo Swiper can accept Visa and MasterCard Debit Cards if they are swiped as a credit card. PIN Debit transactions cannot be made using the Paymate OnTheGo application nor the Paymate OnTheGo Swiper.
What is the replacement policy for lost or broken swipers?
The goal at Paymate™ is to ensure that our customers have the best experience with our products.
If your swiper has been damaged in Transit:
If you feel your swiper has been damaged whilst being shipped to you, please contact Customer Service as soon as possible. Claims for damaged or missing items must be received within ten business days of receipt of merchandise.
If your swiper is faulty when you receive it:
If your swiper is not working, please call Paymate OnTheGo's customer service line on 1800 248 934 (toll free). Customer Service is available Monday - Sunday, 9am - 5pm AEDT.. If it is determined that your swiper requires service, our Customer Service Agents will provide you with detailed instructions for sending your swiper back for service.
If you change your mind:
We offer a 30 day return from the original date of shipment for a refund. Refunds for the amount of the swiper will be direct credited back to your bank account, minus a 10% restocking fee, which is an administration fee for processing the refund and returning the item to the warehouse.
Requirements for Return:
All returned items must include all of their original packaging, manuals, documentation and accessories in order to qualify for a refund. Packages sent back that do not include all of their original packaging, manuals, documentation and accessories will not qualify for a refund. In addition, the item must be in new condition to qualify for a refund.
All return shipping charges for transport must be prepaid by the customer. There is a mandatory restocking fee of 10% of the total value of the items returned. Paymate recommends that you use a shipment tracking method offered by your preferred carrier and that you purchase insurance for the package for safe or return or declare the full value of the shipment so that you can be fully protected in the event that any item(s) are lost or damaged in transit. If you choose not to enable tracking on the return shipment or insure or declare the full value of the items being returned, you will be held responsible for any loss or damage to the product during shipping
If you lose or break your swiper:
If you lose or break your swiper, please contact Paymate OnTheGo's customer service line on 1800 248 934 (toll free) as soon as possible. Lost or broken swipers will be replaced at a reduced cost of AUD$15 + Shipping and Handling costs. This additional cost will be charged to your nominated bank account upon shipment of your new swiper.
Your swiper is not active all the time to save your phone's battery. You have to press the 'swipe card' button on the app to activate your swiper before you swipe the credit card.
From your Paymate OnTheGo app you can resend receipts from the past 30 days transactions. In the main menu select Inquiry, then Last 30 Days. Locate the transaction you would like to resend a receipt for and select it. You will then be given the option to send a receipt by clicking on Receipt. Enter the customer's email address then select Continue. A receipt will be emailed to the address provided.
Please contact Paymate OnTheGo Support immediately with the dates, times, the dollar amounts of each charge, and the decline codes/messages if available. We can look up the charges and find out why the transactions are being declined.
A chargeback, occurs when a buyer asks their bank to reverse a credit card transaction that has already cleared. A buyer may file a chargeback with his/her card issuer based on credit card association regulations and timeframes.
A chargeback is a process that is granted to a cardholder by their credit card company and is initiated outside of Paymate and unfortunately Paymate can't control the outcome. Paymate will always try to resolve a chargeback by discussing the issue with the buyer. If the case is settled in favour of the buyer, Paymate will reverse the funds to the buyer's credit card.
Two common reasons for reversals or chargebacks are:
- A buyer's credit card number is stolen and used fraudulently
- A buyer makes a purchase, but believes that the seller failed to fulfil their side of the agreement (for example, they did not get the item, or received an item that was very different from the seller's description or the item was damaged when the buyer received it)
All sellers who accept credit card payments run the risk of being liable for chargebacks.
Chargebacks are among the unfortunate costs of doing business. Many sellers factor this cost into their business risk model.
Certain laws and credit card issuer policies usually allow buyers to file chargebacks weeks, or sometimes months, after the initial transaction occurs.