Please note that we do not currently provide Merchant services in your country. If you wish to use our payment gateway service, you will require a Merchant Services Agreement from one of our Acquiring Partners

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Customer Support

Team Realex Support

User Guides

Find what you're looking for with our set of User Guides. Should you need any help, our dedicated Customer Support Team are on hand to quickly resolve your query.

RealControl

Managing Transactions

 
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Transaction Reporting

 
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Customer Management

 
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User Management

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RealControl Scheduler

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RealControl Navigation

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Virtual Terminal (VT)

VT Scheduler

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MCC 6012 UK Visa Processing

FAQs

We've compiled a list of answers to our most commonly asked questions. Is your question not listed? Drop us a line, we're always happy to help!

Frequently Asked Questions

1. What are your office hours?
Monday to Friday, 8:30am - 6:15pm.
2. Will you send me a receipt with each transaction?
Yes. Transaction receipts are available from our reporting and reconciliation tool in RealControl.
3. Will you send our customer an email after each transaction?
We will send the result of the transaction request back to your response page. When we hit your response script, your website can trigger an automated email to be sent to the customer after the transaction is completed.
4. Do you transfer the money into my business account?
We send the instruction or settlement file to your merchant bank to advise them to debit the customer's card-issuing bank. Your merchant bank is then responsible for the transfer of funds.
5. How long does it take for funds to settle into my account?
The process of settling funds is handled by your merchant bank. Typically you can expect to receive the funds between 1-5 working days after the authorisation. For more information please contact your merchant bank.
6. Can I process transactions without a merchant ID?
Yes. However, we will need the merchant ID in order to instruct your merchant bank where to settle the funds.
7. How do I take payments over the phone?
Our Virtual Terminal and RealControl applications allow you to securely accept payments from all major credit and debit cards over the phone. With our Virtual Terminal, you can automatically check the validity of a card and instantly find a historical transaction while on the phone to a customer.
8. How do I process a rebate?
Rebates can be processed through our RealControl application or via remote XML. Simply locate the original transaction in the "Transactions" section in RealControl. Once located, click "Rebate Transaction" button at the top right hand corner of the screen. You will then be asked for your RealControl password in order to submit the rebate.
9. My customer has not received their rebate yet. What can I do?
The length of time it takes for a rebate to process depends on the customer's card-issuing bank. In most cases, the customer receives their rebate within 5-10 working days. Some issuing banks may accept rebate receipts from a merchant in an attempt to expedite the settlement process.
10. Do you provide a plugin for my shopping cart?
We provide plugins for most of the world's leading shopping carts and ecommerce platforms. We've worked closely with leading developers who are experts in each shopping cart to ensure that every Realex Payments plugin is feature-rich and of the highest standard. Our plugins can be found on the respective add-on stores and marketplaces for each cart. Check out our list on Developer Hub for more information.
11. Do I get email notification of failed/declined transactions?
We will send the result of the transaction request back to your response page. When we hit your response script, your website can trigger an automated email to be sent to you after the transaction is completed.
12. I've lost or forgotten my RealControl password. How can I reset it?
You can reset your password by clicking the "Forgot Password" link on the RealControl login screen. https://realcontrol.realexpayments.com/#/login
13. What is 3D Secure?
3D Secure is a customer authentication service introduced by Visa, MasterCard and American Express. The service is individually branded as Verified by Visa, MasterCard SecureCode and Amex Safekey. It is a service designed to protect both the merchant and cardholder from fraudulent e-commerce transactions by adding an extra layer of security for online credit and debit card transactions. Consumers are prompted to enter a personal passcode after their card details have been entered.
15. Where can I find RealControl user guides?
You can access our RealControl user guide here.
16. Where can I get some test card details? What do I enter for expiry date, name and CVN?
Test card details are available from our Developer Hub. You will be required to use any future expiry date, any name and any random 3-digit CVN number to process a test transaction. When testing, please ensure you use our dedicated sandbox environments. Please contact a member of Support for further information.
17. How can I get a copy of my invoices?
Please email Support for further assistance.
18. Where can I find developer documentation?
All developer documentation and resources are available from our Developer Hub.