Help
Frequently asked questions
Everything you need to know before you start getting paid with e-Payouts.
Account and sign-up
How much does it cost to open an account?
Nothing: signing up is free. We only charge a fee for each approved payment, depending on the payment method. You can see your account fees in the merchant dashboard.
Which documents do I need?
As an individual or self-employed: passport or national ID, proof of address, a bank statement no older than 90 days and a selfie holding your ID. As a company, also: articles of association and registration, details and documents of shareholders and ultimate beneficial owners, and the company proof of address, bank statement and tax registration. You upload them from the dashboard as PDF, JPG or PNG (up to 8 MB each).
How long does approval take?
Our team reviews every document manually, usually within about 48 business hours. If we need anything else, we will write to you.
Which countries can I sign up from?
We accept merchants from most countries. We cannot accept merchants from sanctioned or high-risk countries: North Korea, Iran, Myanmar, Cuba, Syria, Russia, Belarus, Afghanistan, Yemen, Libya and Iraq.
Payments
Which payment methods can I offer?
Instant bank transfer (Europe), Cash/Banco LATAM, PayPal, credit and debit cards, Multibanco and MB WAY (Portugal). You choose which ones to enable for each site.
In which currency do I get paid?
Your account works in euros or US dollars: you choose once, when we approve your account. If a method does not accept the order currency, the equivalent amount is charged automatically.
Can I test before charging for real?
Yes. Every module has a test mode with a simulator: you go through the whole flow without moving money, and your system receives notifications flagged as test.
How do I know a payment was approved?
You see it in the dashboard in real time and your system receives a signed notification (webhook), with automatic retries if your server does not respond.
Can I issue refunds?
Yes, from the dashboard, for every method except Cash/Banco LATAM.
What happens with a chargeback?
If a buyer disputes a payment with their bank, we let you know and ask for the sale documentation to dispute it. The conditions are in the Terms and Conditions.
Payouts
When do I get my money?
Whenever you want: request a payout from the dashboard to your bank account or PayPal. There is no automatic month-end closing. Before confirming you see the cost and the net amount.
How long does a payout take to arrive?
Between 24 and 48 bank business hours after we approve it.
Why is part of my balance on hold?
For some methods, such as PayPal, part of each payment is held for a period as a guarantee against chargebacks. After that period it is released to your available balance. The dashboard shows how much is held and until when.
Integration
Do I need to code?
Not necessarily: there are plugins for WooCommerce, PrestaShop, OpenCart, WHMCS and Magento, plus payment links. If you run your own system, use API v2.
Is the integration secure?
API calls are signed with HMAC-SHA256 in a header (never in the URL), with replay protection, and a retry never charges twice. Notifications to your server are signed too.
In which languages does my customer see the payment page?
The payment page is available in 6 languages: Spanish, English, French, German, Italian and Portuguese.
Can you help me integrate?
Yes. Besides the documentation, we offer custom integration services: write to us and we will work it out together.