Account management

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.

If you don't have account credentials for the Dashboard, you should request credentials from your organization’s Dashboard account administrator.

If you are the administrator of your Dashboard account, you can add new users from the Dashboard. Go to Settings > User management and click New user.

Once created, their profile will be added to the user list and they will receive an email inviting them to sign in.

See our Dashboard settings guide for more information.

In your Dashboard account, go to the My profile section. You'll need to enter your current password before changing it.

To add a new business or URL to your account, either contact your Customer Success Manager or email our Support team at support@checkout.com. They will be able to process these changes for you.

You can create a sandbox account via our Get a test account page. With your sandbox account, you can test card payments straight away.

You can also find relevant information on our Documentation site and our Unified Payments API.

To test alternative payment methods, or payments that use raw card details (assuming you have SAQ-D PCI compliance), email our Support team at support@checkout.com.

You can find the payout frequency in the Payouts section of the Settings section in your Dashboard account. Alternatively, you can find it in the Pricing Schedule of your Merchant Services Agreement (MSA).

If you want to get paid quicker, or otherwise change the frequency at which we pay out to your account, either contact your Customer Success Manager or email our Support team at support@checkout.com.

If you want to change the bank account into which your payouts or settlements are paid, or otherwise edit your bank account details, contact your customer success manager or reach out to our Support team at support@checkout.com.

We pay interchange fees to your issuing bank to cover the handling costs and inherent risks (such as bad credit and fraud) involved in approving payments.

These fees are influenced by various factors, including:

• Transaction type (domestic vs international, point-of-sale vs online)
• Type of card (credit, debit or pre-paid, commercial or consumer)
• Industry (merchants operating in higher-risk industries generally pay higher fees)

You can find the merchant service fees detailed in the Pricing Schedule and clause 5.1 of your Merchant Services Agreement (MSA).

Balance reports provide you with a view of monetary inflows and outflows across your currency accounts, as well as the opening and closing available balances over a specified period of time.

This enables you to determine any actions you need to take on your currency accounts. For example, the transfer of funds between your currency accounts or balance top-ups.

To update the company ownership or company location information for your account, either contact your customer success manager or email our Support team at support@checkout.com.

To terminate your Merchant Services Agreement (MSA) and close your account with us, either contact your customer success manager or email our Support team at support@checkout.com, specifying why you are leaving.

All funds (the settlement payouts and cumulative reserves) will be kept by Checkout.com until all reserves are released. The exact time the funds will be held is set out in your Merchant Services Agreement (MSA); it will be a number of weeks after the last transaction date.

The cumulative reserves will be released gradually after the holding periods, as scheduled, and will be added to the settlement payouts.

Refunds, chargebacks, and associated fees will be deducted from the funds held, and the balance that is left after these deductions will be paid back to your account.

Final payment will be made once all reserves have been released. The exact time this will take is set out in your Merchant Services Agreement (MSA); it will be a number of weeks after the last transaction date.

As per Checkout.com's policies, settlement is strictly made to the bank account as stated in the Merchant Services Agreement (MSA). You should, therefore, keep your bank account operational to allow for final settlement.

Settlement date on the Dashboard only refers to the statement generation date. Funds are credited to merchants within one-to-two working days from the statement date.

International transfers can take an extra day to reflect in bank accounts, due to correspondent bank policies.

To add a new processing channel, email our Support team at support@checkout.com, specifying the details of the request, for example:

• the URL
• the new channel name
• Success and Fail redirection URLs

We will then connect you with the relevant team for review.

On the Dashboard, you can manage your users by going to the Settings tab, and then the User management page. Any users with admin access have full control over their users on the account.

After five failed sign in attempts, your account is locked for security reasons. If you have forgotten your password, you can reset it using the Forgot Password form.

Alternatively, contact our Support team at support@checkout.com to have your account unlocked and a temporary password generated.

Charges are deducted as per the Merchant Service Agreement (MSA). You can see the fee breakdown by downloading the settlement reports from the Settlements section within the Dashboard. You can also view this information using the Financial actions API.