frequently asked questions for EXISTING customers

The short answer is yes. But contact us, and we will look into whether we can integrate with your specific POS provider, or if it would be more advantageous for your business to get a POS system from Flatpay.

Yes! We just launched the Flatpay POS System in Denmark - and expect to be live in other markets soon

The advantages of choosing Flatpay as your payment solution are many.

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We always offer full transparency with 0 DKK terminals costs, regardless of how many terminals you want, a flat low rte on all cards, and 24/7 customer service. All in all, Flatpay is a simple, affordable, and comprehensive solution that makes it easy and secure for you to accept payments in your business.

Flatpay is a company founded in 2021 by three entrepreneurs with many years of experience in digital entrepreneurship, payment solutions, and acquiring agreements and gateways. Today, we are a team of over 60 dedicated employees who work every day to provide simple, affordable, and comprehensive payment solutions to our customers. We are committed to making it easy, affordable, and secure for you to accept payments in your business.

Flatpay offers perhaps the best prices in the market for payment terminals. Our terminals always cost 0 DKK for registration and 0 DKK for ongoing subscriptions, regardless of how many terminals you order. The only thing you pay is a fixed transaction fee of 0.99% per transaction, regardless of the card type. There are no additional hidden fees. The only requirement is that your business has a monthly turnover of more than 40,000 DKK. This solution has been proven successful for several thousand business owners on our Trustpilot profile with 5 stars.

If you want to be able to refund on your terminal, please contact our customer service at phone: +45 88773939.

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If you're missing stands or chargers for your terminals, please contact our customer service at phone: +45 88773939 or email: kontakt@flatpay.dk, and we will send them to you as soon as possible.

If you don't have a login for the Flatpay portal, please contact our customer service at phone: +45 88773939 or email: kontakt@flatpay.dk, and we will create one for you as soon as possible.

To replace the reciept roll, open the lid on the receipt roll holder and remove the old paper feeder. Then, insert a new one. Check if your terminal can feed paper by holding down the CLEAR button for a few seconds.

By default, "Print business receipt" and "Contactless payments" are enabled. If you do not want a receipt for contactless payments, you can turn it off in your terminal's app settings. If you want to ask for the cardholder's receipt, you can turn on "Cardholder's receipt" in your terminal's app settings.

You can find your terminal's app settings under the 3 lines in the top right corner of your terminal.

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You can print two receipts by turning on "Contactless payments" and "Print business receipt." Steps: Log in to your terminal -> 3 lines in the top right corner -> App Settings.

When terminating, we will send you a return label at our expense so you can easily return your terminal and related equipment to us. With this return label, we ensure that the package is trackable, delivered to the correct address, and that we know exactly when we have received the returned items.

In connection with termination, please contact our customer service at:Phone: +45 88773939 Email: kontakt@flatpay.dkNote: Please do not return the terminal without contacting us first to ensure that your package is sent to the correct address and that you are using the correct shipping methods.

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This is usually because the customer has insufficient funds on their card. You can see this by logging into the Flatpay portal with the login provided by your salesperson. Then go to "Transactions," find the declined transaction, and hover over the "i" to see if the card was declined due to insufficient funds.

This may be due to the receipt roll being inserted incorrectly. Remove the receipt roll from the terminal and turn it over.

Your associated Flatpay consultant will help you get started with your terminal. If you need further assistance, please contact our customer service by phone +45 88773939 or email kontakt@flatpay.dk.

If you change your business address or the address associated with your business, please inform us well in advance by contacting our customer service at phone +45 88773939 or email kontakt@flatpay.dk

If you plan to transfer your business and therefore your terminal to another person, please inform us well in advance by contacting our customer service at phone +45 88773939 or email kontakt@flatpay.dk

Your merchant agreement is tied to your CVR number, which is tied to your name. Therefore, a new agreement needs to be made in connection with a change of ownership.Please contact our customer service at phone +45 88773939 or email kontakt@flatpay.dk – and we will help you create a new merchant agreement in connection with a change of ownership.

You can find the terms on your signed agreement. If you do not have this agreement available, you are welcome to contact us – and we will help you.

If your business changes its name, address, phone number, or email address, please contact us at: kontakt@flatpay.dkNote: For your and our security, it is important that we receive a written request from you via email.We also only allow requests for changes to company data from the registered contact person's email address to avoid any forms of abuse.

If your business receives a new CVR number, it is important to inform us as soon as possible. This can be done by contacting our customer service at phone +45 88773939 or via email at kontakt@flatpay.dk.Your agreement with Flatpay is registered under your current CVR number, and the two are inseparable. Therefore, it is necessary to make a new agreement and carry out a change of ownership, transferring the agreement from your old CVR number to the new one if your CVR number changes after the agreement has been entered into. It is important that you contact us if you get a new CVR number.

An organization number, also known as a CVR number, is a unique number assigned to your business by the government in the country where your business is registered. It is important that your organization number is always up to date so that all transactions, payments, etc. can be linked to the correct business and comply with the rules for card payment, merchant agreement provisions, and the tax system. If you change your organization number, please inform us as soon as possible by contacting our customer service at phone +45 88773939 or via email at kontakt@flatpay.dk. This ensures that everything runs smoothly and without issues.

You can contact us 24 hours a day at:

Phone: +45 88773939

Email: kontakt@flatpay.dk

At the present time, none of the aforementioned payment cards are supported by Flatpay.

To see what your gateway has cost you over the course of the year or any other period, log in to Flatpays customer portal and go to the menu item "Payouts". Here, you can download and find all the details you need.

In order for your business to accept payment cards, it requires the use of a card gateway. When your customers pay with a card, the gateway's task is to ensure there is coverage on the customer's account, that the amount is reserved, and that the money is withdrawn and deposited into your business account. The gateway works with the acquirer to handle these transactions quickly and smoothly behind the scenes, allowing you to focus on your business.

Card processing is a process in which a business receives payment through credit or debit cards. When a customer uses a card to make a payment, the business sends the card information to a card processor (often a bank or card company), which then verifies that the card is valid and has sufficient funds to cover the transaction. The card processor then approves the transaction and transfers the amount to the business. In this way, the business can receive payment using cards.