Frequently asked questions

To reset your password, go to the myPortal login page and click "Forgot password?". Follow the instructions to set a new password.

If your password 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
  

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

• 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.

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.

The time it takes to complete risk checks can vary depending on your business type and the information your provide during onboarding process. The initial risk assessment can take from 1 up to 5 business days. In some cases, we might contact you directly and ask for additional information or documents required to complete the assessment.

• 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