Skip to main content

support&faqs

atyourside

From initial questions to everyday support: We are your reliable partner, whether it’s about small things or big plans.

support&faqs

atyourside

From initial questions to everyday support: We are your reliable partner, whether it’s about small things or big plans.

faqs

You have questions? We have the answers.

Here we have compiled a selection of the most frequently asked questions, sorted by our products.
Merchant Center
How do I install the Merchant Center?
No installation is necessary. After registering, you can access the Merchant Center from your browser. We recommend using Google Chrome for this.
Who sets up user accounts and defines access rights?
We will set up the first user account for you. With user management authorisation, you can then set up additional accounts for your employees yourself and assign them the exact rights they need for their tasks.
What features does the Merchant Center have?
  • Real-time transaction monitoring, from an overview of all transactions to individual terminals and individual transactions.
  • A wide range of reporting and analysis options in the report center, including “build your own report” with our pivot tool: simply select the report and arrange the most important KPIs directly using drag and drop which saves a lot of processing time!
  • Intuitive search (find a specific transaction or terminal), extensive filter options in the Merchant Center, to easily find the desired result.
  • Keep track of frequent occurrences of response codes in the transaction monitor.
  • All invoices at a glance in one place for viewing and downloading.
Are there any training courses on how to use the
Merchant Center?

Absolutely. During the onboarding phase, we offer individual training sessions to key users.

SoftPOS
On which devices can SoftPOS be used?

On all smart devices running Android 11 or higher with NFC functionality, Bluetooth and an internet connection via Wi-Fi or SIM card.

Which payment methods are supported?

Girocard, Master, Visa, Co-Badge, AMEX, Apple, Samsung & Google Pay

Is PIN entry supported?

Yes, if the contactless limit of the card is set with a PIN, a PIN entry will automatically be requested when the limit is exceeded. This can be done via the touchscreen.

Can I exchange the device?
Yes, at any time, as long as the new device meets the technical requirements.
Where can I view the transactions that have been
processed via SoftPOS?
In the Merchant Center. They are specially marked there.
What types of transactions does SoftPOS support?
Payment, cancellation, reversal and cut-off.
YourPay
What does YourPay look like in my bonus app?

YourPay can be fully integrated into your loyalty app matching your branding. Customers do not notice that they are switching apps when they initiate payment. The feature appears as a QR code that updates for each new use.

What if customers do not want to pay with YourPay when shopping?

YourPay as a payment method must be deselected or confirmed at the checkout. This does not affect the bonus benefits the customer has collected.

What is the most common technical error?

Customers try to use the QR code a second time. It only needs to be updated once and then scanned again.

Support
My access to the Merchant Center is blocked. Why is this and what should I do?

A user will be automatically blocked after 90 days without login. Contact us and we will reactivate your access.

What are the working hours of the support team?

Our support team is available Monday to Friday from 9 a.m. to 5 p.m. by telephone and email. For emergencies, there is also a 24/7 emergency hotline:

+49 221 149 7870
support@paymenttools.com

How quickly does support respond to enquiries?

Support always responds within one working day. For weekends or bank holidays this means 24 hours plus the working-free time after receiving the request.

What support does Paymenttools offer?
We tailor the support package to your individual needs. From 24/7 support in your local language up to a team of third-level experts. Contact us for more information.
I have forgotten my password, what should I do?
In the Merchant Center, you can reset your password yourself as long as you still know your email address and have access to your mailbox.
Merchant Center
How do I install the Merchant Center?
No installation is necessary. After registering, you can access the Merchant Center from your browser. We recommend using Google Chrome for this.
Who sets up user accounts and defines access rights?
We will set up the first user account for you. With user management authorisation, you can then set up additional accounts for your employees yourself and assign them the exact rights they need for their tasks.
What features does the Merchant Center have?
  • Real-time transaction monitoring, from an overview of all transactions to individual terminals and individual transactions.
  • A wide range of reporting and analysis options in the report center, including “build your own report” with our pivot tool: simply select the report and arrange the most important KPIs directly using drag and drop which saves a lot of processing time!
  • Intuitive search (find a specific transaction or terminal), extensive filter options in the Merchant Center, to easily find the desired result.
  • Keep track of frequent occurrences of response codes in the transaction monitor.
  • All invoices at a glance in one place for viewing and downloading.
Are there any training courses on how to use the Merchant Center?

Absolutely. During the onboarding phase, we offer individual training sessions to key users.

SoftPOS
On which devices can SoftPOS be used?

On all smart devices running Android 11 or higher with NFC functionality, Bluetooth and an internet connection via Wi-Fi or SIM card.

Which payment methods are supported?

Girocard, Master, Visa, Co-Badge, AMEX, Apple, Samsung & Google Pay

Is PIN entry supported?

Yes, if the contactless limit of the card is set with a PIN, a PIN entry will automatically be requested when the limit is exceeded. This can be done via the touchscreen.

Can I exchange the device?
Yes, at any time, as long as the new device meets the technical requirements.
Where can I view the transactions that have been
processed via SoftPOS?
In the Merchant Center. They are specially marked there.
What types of transactions does SoftPOS support?
Payment, cancellation, reversal and cut-off.
YourPay
What does YourPay look like in my bonus app?

YourPay can be fully integrated into your loyalty app matching your branding. Customers do not notice that they are switching apps when they initiate payment. The feature appears as a QR code that updates for each new use.

What if customers do not want to pay with YourPay when shopping?

YourPay as a payment method must be deselected or confirmed at the checkout. This does not affect the bonus benefits the customer has collected.

What is the most common technical error?

Customers try to use the QR code a second time. It only needs to be updated once and then scanned again.

Support
My access to the Merchant Center is blocked. Why is this and what should I do?

A user will be automatically blocked after 90 days without login. Contact us and we will reactivate your access.

What are the working hours of the support team?

Our support team is available Monday to Friday from 9 a.m. to 5 p.m. by telephone and email. For emergencies, there is also a 24/7 emergency hotline:

+49 221 149 7870
support@paymenttools.com

How quickly does support respond to enquiries?

Support always responds within one working day. For weekends or bank holidays this means 24 hours plus the working-free time after receiving the request.

What support does Paymenttools offer?
We tailor the support package to your individual needs. From 24/7 support in your local language up to a team of third-level experts. Contact us for more information.
I have forgotten my password, what should I do?
In the Merchant Center, you can reset your password yourself as long as you still know your email address and have access to your mailbox.

morequestions

Call or email our team using the contact details at the top of this page.

morequestions

Call or email our team using the
contact details at the top of this page.

© 2026 Paymenttools v4.0
© 2026 Paymenttools v4.0