Help with a payment
Answers for payers. If your question is about an order — where it is, when it ships, getting your money back — the shop you paid is the only one who can answer it.
It says “Confirm on your phone” and nothing happens
The provider has sent a confirmation request to your handset; the payment only goes through once you approve it there. The page checks for you and updates on its own. If no request arrives, check that the number shown is the right one and that your wallet has the amount available. Confirmation requests expire after a few minutes — if yours did, start the payment again.
I closed the page before confirming
Closing the page cancels nothing: if you still approve the request on your phone, the payment goes through. Use “Cancel this payment” on the counter when you really want to drop it — that voids the request, so a late approval can no longer complete it and you can safely pay again.
I paid, but the shop says it received nothing
Send them the ePay reference from your receipt. The gateway notifies a shop automatically when a payment succeeds, but a shop whose own site was down at that moment may need to re-check it, and the reference is what lets them do that.
My usual payment method is not offered
The counter only lists methods that accept that payment’s currency, that work in the country the payment resolves to, and that the shop has enabled. The same shop can therefore show you a different list for a different payment.
How do I get a refund?
From the shop you paid. The payment counter has no way to refund you: it holds none of your money and has no refund facility at all. Contact the shop with your ePay reference and their own order number.
Was my card number or my PIN exposed?
No. Visa, MasterCard and Amex details are entered on the payment provider’s own secure page and never reach the gateway. A PayCard card number and PIN, like a wallet PIN or one-time code, are entered on the counter and passed to the provider to execute the payment — then removed before the payment record is written or logged, so no copy of either is stored.
I think I was charged twice
A payment that failed or was abandoned can be retried, so two attempts can exist for one order while only one of them went through. Send the shop both ePay references and ask it to check which one was paid; only the shop can return the difference.
Who do I contact?
The shop, for anything about the order, the delivery or a refund. The operator of the counter, at the address below, for a question about the counter itself or about the payment data held on it.
- Contact
- support@ariselabs.co
- Data requests
- privacy@ariselabs.co
Are you a merchant?
Integration, the API reference and sandbox testing are covered on the merchant documentation site, not here.