FAQ TrustPay internet banking

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1 FAQ TrustPay internet banking General Information What is the difference between TrustPay account and a bank account? TrustPay account is a payment account under the Law 492/2009 of payment services. This account will be registered in accounting records just as any other bank account. Does money on my account bear interest? What is the number of my TrustPay account? It is a ten-digit number in a format of 2107xxxxxx. What is the bank code of TrustPay? A bank code as well as BIC code was assigned to TrustPay just as to any other payment institution. The bank code is not required during the online payment process. In case you need the bank code for other reasons (e.g.: because of an accounting program) contact TrustPay customer support. BIC code of TrustPay is: TPAYSKBX. What is IBAN? International Bank Account Number is an internationally standardized form of account number, which was created in collaboration with the European Committee for Banking Standards in order to uniquely identify the account, country and bank institution payee. IBAN consist of max. 34-character combination of letters and numbers. What is BIC/Swift code? Bank Identifier Code = Bank swift code BIC consists of a combination of 8 or 11 characters. What is SEPA? SEPA (Single Euro Payments Area) refers to an unified area of payments in EUR. The goal of the project is an unification of rules and standards a noncash payment system. Briefly speaking, it is a simplification of cashless euro payments by abolishing the borders. For more information click here: SEPA area: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom of Great Britain and Northern Ireland. plus: Monaco, San Marino, Switzerland, Martinique, Guadeloupe, French Guiana, Réunion, Gibraltar, the Azores, Madeira, the Canary Islands, Ceuta and Melilla, Aland Islands, Mayotte, Vol. Bartholomew, Vol. Martin, Saint Pierre and Miquelon. SEPA transfer Order currency is always EUR. The payer's bank and the beneficiary's bank must be established within the SEPA area. The full amount of the payment, not reduced by fees, will be credited to the beneficiary's account. Instead of national account formats and national bank codes IBAN and BIC are used to identify the accounts. Is there any service package provided with my account as in other banks? 1

2 Will I receive a payment card to my account? Can I change the currency, in which my account is denominated? However, you can set up another TrustPay account in the currency of your choice. How can I access to the money on my TrustPay account? You can send money to any other account via TrustPay internet banking. Why do account balance and disposable account balance on TrustPay account differ? According to General Terms & Conditions TrustPay sets the minimum account balance. This amount is deducted from the account balance and thus constitutes the disposable account balance. How can I check the turnover on my account? In TrustPay internet banking via the main panel transactions. Can I deposit money into my account in cash? Yes. However, with cash deposit, it is required to provide all the identification data of your TrustPay account. The bank can also charge you an extra fee for cash payment. Can I deposit money into my account via card payment? I want to open another TrustPay account. What am I supposed to do in case I want to close my TrustPay account? Access to Account Login / PID Login/PID is automatically generated by TrustPay system after the set-up of an account. PID is sent to account user s address. Password You set and change the account password by yourself. TrustPay has no access to this information. What am I supposed to do, if I have forgotten TrustPay internet banking login details? I have blocked the access to my TrustPay account. What should I do? Who has an access to my TrustPay account? The access to your TrustPay account and the login details to TrustPay internet banking is sent directly to the account user s address only, i.e. to person stated in the agreement. How do I change or add another account user to TrustPay account? You can change or add another account user to TrustPay account by request (message) via TrustPay internet baking. 2

3 Are there any competency limitations for an account user? Account user can have an active or passive access to an account. Settings are applied by TrustPay according to your request. active = full access (account user can see account activities and has a full right of disposition of the money in the account), passive access (account user can see account activities, but has no right to execute money transfer orders, i.e. send money away from the account). Co-signing Co-signing provides better control and security. It works as follows: one of the active account users prepares and confirms the payment order. However, the outgoing payment is being executed only after this order is confirmed by another active account user. The settings are being applied by TrustPay according to your request. For more information contact TrustPay customer support. Incoming payments How shall I know that I have received a payment via TrustPay? TrustPay will, without delay, notify you of each incoming payment credited to your account. Such notification will be sent directly to your system and/or via . TrustPayments service details of each payment are available in TrustPay Internet banking, TrustCard service details of each card payment are available in OmniPay/RAM console. A customer claims to have paid me for something, but I have no record of that payment. How shall I proceed? Please send us the payment details via can also request the customer to provide these data. Account statements How do I print out the account statement? For TrustPayments log into TrustPay internet banking: in the left column, choose: transactions / state: date from - to / and choose one of the options: show/ view to print / export to csv. For TrustCard service log into the console Omnipay/=RAM/ in Omnipay/=RAM/ manual. follow the instructions What should be the format of the exported file? (.csv) The file has no header. Each transaction is listed on a separate line with the following format: ValueDate;OtherAccount;Amount;Curreny;BalanceAfterTransaction;Currency;Description;Referen ce;transactionid Other account, description and reference (OID) are in quotes. Example: 3

4 ;" /0000";100,00;EUR;100,00;EUR;"SS: VS: KS:0308 OID:1000";"1000"; ;" /0000";100,00;EUR;200,00;EUR;"SS: VS: KS:0308 OID:1001";"1001"; ;" /0000";-100,00;EUR;100,00;EUR; Vratenie platby 37525";"";37527 The name of the file is AAAAAAAAAA_D_M_Y.CSV where AAAAAAAAAA is TrustPay Account number, D is day, M is month and Y is year of the date, when the file was generated. Can I receive automatic reports for your services: TrustPay and TrustCard? Outgoing payments How can I send money from my TrustPay account? Via Payments in the main panel just execute a new money transfer order. Can I send money to other than TrustPay account? Yes. I have sent money to a bank account, how long will it take for them to be received? Depends on the bank of the recipient and on the time, when you executed the money transfer order. It takes D+1 to process a SEPA payment, 3 4 week days to process an international payment. A payment from TrustPay account to TrustPay account is processed immediately. Can I cancel a payment order I have already confirmed? Yes. Please, if you have any questions or queries, do not hesitate to contact us by phone: In case the payment was not processed further by TrustPay in the meantime, it is possible to cancel such payment. For canceling such payment, TrustPay will charge you a fee in accordance with General Terms & Conditions. What if I want to send money from my TrustPay account to an account in a different currency? Just execute a new money transfer order via the main panel. Does TrustPay have a specified cut-off time? Yes, outgoing payments are being processed on week days until 3 p.m. (time zone Bratislava, Slovakia). Can I set up a permanent order? Can I set up encashment? How can I fund my TrustPay account? Choose Account Funding on the main panel and follow the steps. You will be directed to TrustPay gateway and asked to select the bank you have an account with by clicking on the 4

5 bank s logo. Choose pay now. After being redirected to your bank s internet banking facility, carry on in confirming the payment as in the case of any standard money transfer. Do I need to use a variable symbol? Yes, if you want the recipient to identify the payment. When entering the money transfer order, write the variable symbol into the Variable symbol: or into the Payment Description: Can I save a pre-filled money transfer order? Nevertheless, if you want to send money to the same account as in the past, you can use the Duplicate icon. You will find it next to the processed payment the data of a new money transfer order will be automatically pre-filled for you, but you can change them before executing such new order (e.g.: amount can be changed). Why wasn t the outgoing payment processed by TrustPay? You may have written incomplete or incorrect data necessary to process the payment, when executing the money transfer order. TrustPay will not process such order. TrustPay customer support will contact you and ask you to execute the order again. Fees Accounting of fees The fees arising from the agreement and from General Terms & Conditions are automatically being charged from your TrustPay account. Account maintenance fees and outgoing payment fees are being charged on the last day of the calendar month. Other fees stated in General Terms & Conditions are being charged immediately, as soon as an entitlement to charge such fee arises. TrustPayments: incoming payments fees are being charged on the last day of the calendar month. TrustCard service: incoming payments fees are being charged in OmniPay/RAM console. At the end of the settlement period (stated in the agreement) is the total sum of all incoming card payments credited to your TrustPay account. What is the minimum account balance I can have on my account? Based on the General Terms & Conditions, TrustPay can state the minimum account balance. The minimum account balance is at the moment 30 EUR (or the equivalent in the local currency). Why cannot I see the card payments stated on the internet banking statement? In accordance with the agreement the total sum of incoming transaction (=authorized transactions) via TrustCard service (card payments) is credited to your TrustPay account with the frequency as stated in the agreement *. For instance, if you received first card payments in November, you will see the total sum of these payments on the internet banking statement in December. *the settlement period of authorized transactions depends on the conditions states in the agreement contract What is OmniPay/RAM console? RAM console is available only for clients, who have activated TrustCard service. It is a system of an evidence of all your card payments. Here you can see and track the details of each card payment, print out monthly statements etc. 5

6 Online security Can I change my password? You set and change the account password yourself via the main panel. TrustPay has no access to such information. To whom TrustPay provides the information of account activities? Any information regarding the account activities are being provided to the account users only or to any person that is being authorised by the client. The details of any incoming or outgoing transaction are being also sent by a notification either through URL link or through notification . What am I supposed to do, when I lose my login details? I have received an from TrustPay asking for my login details, is it ok? No, TrustPay never asks for such data. Is TrustPay gateway safe? TrustPay is regulated by the National Bank of Slovakia and is a member of VISA and MasterCard. Payment operations are processed on secured certified platforms meeting the highest PCI DSS safety standards. Neither the merchant nor TrustPay has access to the sensitive data of customers (e.g. credit card number, CVV code, account details, access data, etc.). What is Secret key? Secret key serves for connecting TrustPay gateway with the merchant s website and is visible only to clients, who have integrated TrustPay payment gateway. The Secret Key is being displayed only to active account users. In case a Merchant holds more than one account, the Secret Key is unique for each account. How do I change the Secret key? The settings are available via the main panel: Settings Account settings Secret key. When a new Secret Key is generated, the new Secret Key must be also changed in the settings of your e-shop/portal. Otherwise TrustPay gateway will not be functional. TrustPay contact details Intra mail You can safely communicate with TrustPay via Requests on the main panel. Or you can contact TrustPay customer support: 6