Welcome to our support center

General Questions

CyberCom PayPolicies

Due to security reasons, you cannot request a lost, stolen or forgotten password from the merchant console by clicking on a link. Your merchant account gets locked after 3 unsuccessful login attempts and the only way to have it unlocked is by calling the Merchant Support Team on 0800 CyberCom Pay.

Once your identity has been verified, our support team will issue you a temporary password that will allow you to login and change your password to something you can easily remember but is secure enough that your merchant account does not get compromised.

Please note: At all times, you are responsible for maintaining adequate secrecy around your merchant account password. Treat it like your online banking password.

Bank account change policy

If you want to change the account into which your merchant funds are settled into, you need to make a request from within the merchant console. Once our merchant support team has verified your bank account, we will make the appropriate change and notify you by email. Please allow up to 3 working days for the change to take effect.

Chargebacks Policy

As a merchant accepting credit cards online, on the phone, over the counter or by mail/fax always carries the risk of chargebacks and as your payment gateway providers, our goal is to minimize such chargebacks and eliminate disputes as much as possible.

All chargebacks received for transactions from a merchant’s account are loaded in the merchant console within 24 hours. You will receive an email notifying you of a new chargeback request being loaded in your account.

From the date of the chargeback request being loaded onto your merchant account, you will have a limited number of days to respond after which, we will use the information available to us to make an assessment and arrive at a decision that may or may not be in your favour.

As a merchant accepting credit cards online, on the phone, over the counter or by mail/fax always carries the risk of chargebacks and as your payment gateway providers, our goal is to minimize such chargebacks and eliminate disputes as much as possible.

All chargebacks received for transactions from a merchant’s account are loaded in the merchant console within 24 hours. You will receive an email notifying you of a new chargeback request being loaded in your account.

From the date of the chargeback request being loaded onto your merchant account, you will have a limited number of days to respond after which, we will use the information available to us to make an assessment and arrive at a decision that may or may not be in your favour.

Refunds Policy

Due to security reasons, we do not allow for refunds to be automatically processed from within the Merchant Console. If you need to issue a refund back to a customer, you must lodge a refund request from within merchant console and the CyberCom Pay Merchant Support Team will process it for you.

Please allow up to 3 working days for any refund requests to be processed and up to 7 working days for it to show up in your customers’ bank account.

Website Compliance Policy

Before you can start accepting credit cards online, your website must comply with certain industry guidelines and rules that are designed to protect you against any potential issues down the line.
It is a requirement that:

Across your website, you have a link using which your customers can contact you. This link must be clearly visible and obvious. The page this links to must have your full contact information including your address and phone number.

You must have a page on your website where you explain in clear and jargon-friendly terms what your refunds and returns policy is.

Your website must clearly display all prices to your customers in a way that’s not confusing or with any hidden charges.

You must declare the currency in which your customer is going to be charged.