Frequently asked questions

Complete the enrollment process in a few simple steps:

1. Click the enrollment link.
2. Fill out the registration form.
3. Upload the required document(s).

You’ll receive a confirmation email with your user ID once your access is activated.

If you are having trouble logging in or accessing myPortal, first try resetting your password directly on the login page by clicking ‘Forgot password’.
If your account was deactivated due to inactivity (more than 3 months), it will need to be reactivated.

• Reset your password
• Request assistance to unblock your deactivated password

To manage user rights or roles, click on your User ID in the top-right corner and go to Settings.

There, you’ll find User Management, available only to users with administrator rights.

If no administrator is assigned yet, you can request administrator rights here.

You can view all MyPortal users in your company and add, edit, or remove users under My Users.

This feature is only available to users with administrator rights.

If no administrator is currently assigned, you can request administrator access here.

myPortal is your secure online platform to view transactions, payments, and terminal details — all in one place.

Access up to 2 years of transaction data, use advanced filters to find specific payments up to 9 months, and benefit from real-time updates.

It also simplifies reconciliation by connecting credits, transactions, and your accounting.

• Explore the demo version
• Log in to myPortal

To request a change of ownership or transfer your contract, please follow these steps:

1. Complete the contract transfer form.
2. Upload the signed form here.

Alternatively, you can email it to the address mentioned on the form.

To manage email addresses and user permissions in MyPortal, you must have administrator rights.

If you are an administrator, click your User ID in the top-right corner and go to User Management to add, edit, or remove users and update their email addresses.

If no administrator is currently assigned, you can request administrator rights here.

To update the contact person or phone number linked to your account, please follow these steps:

1. Complete the contact details update form.
2. Upload the signed form here.

Alternatively, you can email it to the address mentioned on the form.

To update your bank account details, please follow these steps:

1. Fill in the bank account change form.
2. Upload the completed form here.

Alternatively, you can email the form to the address mentioned on it.

To request a change of VAT or tax number, please follow these steps:

1. Complete the form.
2. Upload the signed form here.

Alternatively, you can email it to the address mentioned on the form.

To update your company address or legal entity details, please follow these steps:

1. Complete the change request form.
2. Upload the signed form here.

Alternatively, you can email it to the address mentioned on the form.

To add additional payment methods such as Visa, Mastercard, or PayPal to your existing setup, a contract update is required. Please discover our full range of solutions on our website. If you have any questions, please contact our customer support.

Our e-Commerce payment gateway makes it easy to process secure transactions on your website or app — supporting a wide range of local and international payment methods.

If you already know which product you need, we’ll connect you directly with our sales team to get started. If you’re still exploring, you can discover all our solutions online.

To add an extra terminal or a new location, a new contract is required.

You can browse our available terminals to explore the options, or contact our sales team directly if you already know what you need.

You can easily order extra accessories or paper rolls online via our webshop.

If you already know which product you need, we’ll connect you with our sales team to complete your request.

If you’re still exploring options, you can discover our full range of solutions on our website.

You can find your merchant notices in MyPortal under Documents. There, you’ll see all reimbursement details.

To understand a merchant notice, compare it with your settlement report for an overview of payments.

• Open MyPortal

Merchant notices are available anytime in MyPortal.

Invoices can be sent to you by email or by postal mail upon request.

• View notices in MyPortal

Invoices are issued monthly or yearly. They include all fees related to your rental agreement, terminal maintenance or e-commerce licensing. They may also be issued for material order costs or repairs. 

Would you like further assistance or a more detailed explanation?

You can generate, for free, a turnover report directly inside of MyPortal.

• Open MyPortal

You can view and download your merchant notices anytime by logging in to MyPortal.
If you prefer, you can also request to receive your merchant notices by email.

• Log in to MyPortal

Sometimes your payout may look different than expected.

This can happen due to netting, chargebacks, or irregular day closings.

Please also note that bank holidays and weekends can cause payouts to arrive a bit later.

If you believe a processed transaction is missing from your payout, we’ll be happy to verify it manually. Please send us an email with a copy of the transaction ticket, and we'll check its status in our system.

The standard settlement period is 1–2 business days after a transaction is processed.

Payout frequency depends on your contract and can be daily, weekly, biweekly, or monthly.

For details specific to your account, check your merchant notices in MyPortal under Documents or review your settlement reports.

Please note that payouts may be delayed during weeks with bank holidays.

• Open MyPortal

The standard settlement period is 1–2 business days after a transaction is processed.

Your payout frequency is defined in your contract and can be daily, weekly, or monthly.

If you’d like to change your payout frequency, you can submit a request here.

You can view your settlement details in MyPortal under Reports.

There you’ll find your reports in pdf or csv formats, with a full overview of your transactions and payouts. By default they are issued with the same frequency as your payouts. 

If these reports are not yet active for your account, you can request activation below.

• Open MyPortal

Understanding your fees and deductions

Typical fees include:

• Merchant service fees: Worldline’s service fee for processing.
• Card network / interchange fees: costs paid to card issuers and networks.
• Cross-border fees: for transactions made with non-local cards.
• Business card fees: for transactions made with commercial/business cards.

Deductions may include:

• Terminal or device fees: for rental or purchase of payment terminals, as well as maintenance fees for virtual terminals.
• Refunds: deduction of funds for cancelled transactions.
• Chargebacks: reversed transactions disputed by cardholders, including handling costs.
• Adjustments or credits: manual or system corrections.

• View detailed fee breakdown in MyPortal

You can view all your transactions in MyPortal, with real-time data, smart filters, and detailed views for each transaction.

• Open MyPortal

In case of a chargeback against a transaction made on your terminal you'll be contacted by a dedicated team which will ask for additional details and inform you of a deadline for providing those details.

Transaction not processed or declined

Please contact our terminal support 0800 111 600

In order for us to cancel the pre-authorizations on your behalf, please fill out the following form. Please fill in only the first and last four digits of the card number.

• This information request is part of fraud prevention and AML compliance. The aim is to prevent abuse, identity theft and money laundering and to comply with European and national laws and regulations.
• KYC (Know Your Customer) and AML obligations require us to verify the identity and activities of customers before certain requests are processed.
• We ask only the minimum information necessary to verify identity and assess suspicious activities.
• Examples of requested data are identification and business verification data. Worldline would never request your PIN or other specific bank card data or passwords.
• The official sender address for this type of request is KYC-OutReach@worldline.com. Always verify the authenticity via official Worldline channels.

kyc-outreach@worldline.com is an official Worldline email address. If you’ve been contacted by someone else or received a suspicious message, please let us know so we can verify whether it’s genuinely from Worldline.

Confirmation of cancellation will be sent by mail or by post if email not provided