How can we help?

To reset the password on your live account, complete the Forgot Password form. To reset the password on your sandbox account, complete the Forgot Password form. You'll then receive an email with instructions on how to reset your password.

Go to the Dashboard sign in screen, and use the account credentials you received in your account-creation email. If you don't have an account yet, sign up for a test account.

Sign in to the Dashboard, and then go to the Payments screen, where you'll find the full payment activity for your business.

For more information, see our managing payments from the Dashboard guide.

Alternatively, use the get payment details endpoint to check the status of a specific payment.

You can issue a refund (full or partial) either through the Dashboard, or by calling the Refund endpoints.

For more information, see Refund a payment.

When a dispute is raised against a payment, a chargeback is initiated. The chargeback will immediately reverse the payment, and debit your account for both the payment amount and a dispute fee. The card network will hold these funds for the duration of the dispute process.

Based on the outcome of the dispute:

• Dispute won - The disputed amount (chargeback) will be returned to your account.

• Dispute lost - The disputed amount (chargeback) will be lost. You can take your case to arbitration if you want to argue your case further.

For more information, see our disputes guide.

In short, Strong Customer Authentication only applies to you if both of the following statements are true:

• You are located in the EEA or in the UK, and
• The card issuing bank is also located in the EEA or in the UK

For the test (sandbox) environment, email our Support team at support@checkout.com to add new payment methods to your account.

For the live environment, either contact your Customer Success Manager or email our Support team at support@checkout.com to add new payment methods to your account.

You can find out more about the payment methods we support on our documentation site.

You'll find various test card numbers (including those for 3D Secure (3DS) transactions), and all the information you need to run tests in your sandbox environment, in the testing section of our docs.

Reports are an easy way to view the processed amount, refunds, chargebacks, processing fees, rolling reserve moments, and general adjustments for a given period in your account.

They are generated automatically based on your payout frequencies, and you can find them in the Reports screen in the Dashboard.

You can find more information in our Reporting documentation.

Each payment is uniquely identified with an ID, which is created at the first action administered to a payment – usually the authorization.

If you include this ID in your request, you'll get all the actions associated with the payment and all the related fees and amounts.

In the CSV report, you'll see that each row corresponds to a payment fee or an amount relating to a certain action.