Support & FAQ

Choose a category to view its most frequent questions.


About Paygol

Paygol is an online payment platform which allows merchants to receive payments through a wide array of payment methods in a fast and easy way.
After creating an account with us, you will be able to add a payment button anywhere on your site. This button will take your customers to our payment screen, which will guide them through the payment process in a very intuitive way. We also offer additional features for advanced developers, including a full API solution.
Paygol has worldwide coverage. For a detailed breakdown of our payment methods coverage please go to section countries.

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Sellers

Our platform is widely recognized for its features and ease of use. Worldwide coverage with multiple languages and currencies means that your potential customer base is dramatically increased. Our support team is ready to help you make the most out of our services.
We strongly suggest that you contact us through our support tickets platform, as this will ensure that your question is forwarded to the right department for your particular inquiry. If you don’t have a Paygol account, you can write to [email protected]
Your customers don’t need to have an account to pay through our platform.
To reset your password please click here.
Yes, please keep your personal and business information updated. This will allow us to accurately assess any situation or problem that may arise when you are using our system.
You can have as many accounts as you need, as long as they are for legitimate reasons. Remember that each Paygol account can only be configured with one specific IPN URL.
You can create a new support ticket at the “Tickets” section of your dashboard.
Tickets will automatically change to “Closed” status after each reply from us, this is just to keep things organized and does not mean we have forgotten about your case. If you need to, just send a reply and it will be opened again, there is no need to create a new ticket.
If your account shows suspicious behavior, you use offensive language, don’t cooperate with our support team and/or abuse the Paygol platform (including the tickets system) in any way, we may restrict your account’s functionality to a varying degree, from simply restricting the ability to receive payments up to a complete account suspension.
Sure, just create a new support ticket telling us your reasons for removal and we will do it for you. Please note that, due to safety reasons, we only accept this kind of requests through our support tickets platform.
At the “Payment methods” section of your dashboard you will be able to apply for new payment methods. After your request, our Compliance Department will check if your account is compliant with the specific requirements of the payment method requested. The approval process usually takes less than 24 working hours, except for paysafecard which may take up to 7 working days.
If you provided a notification email address when setting up your service, you will get a notification each time you receive a new payment from your customers.
You can check your latest transactions and also search for specific ones at the “Reports” section of your Dashboard.
Fees are only applied to successful transactions. You can see transaction fees at your dashboard.
Provided that you are eligible for payouts; Paygol will process them via bank transfer or another form of online wallet transfer (these options can be found inside your Paygol panel).
No, we will pay you all the available funds at the moment of requesting a payout, however we reserve the right to withhold such funds for up to 180 days, if you stop using our services or/and we see transactions that might be subject to chargebacks in the future.
You can request a new payout at any time, as long as the amount of your withdrawable balance is equal to or higher than the minimum payout amount. Please note that payout requests can take a maximum of 7 working days to be issued.
All of our payment methods have a waiting period before funds become withdrawable. The waiting period is calculated individually for each transaction from the moment it is completed. In your balance, the estimated amount does not consider the waiting period in the calculation, while the withdrawable amount does. Information about waiting periods can be found at your dashboard.
Your payout can take up to 7 business days to be issued after you request it. Even though we can’t guarantee a shorter payout time due to the multiple factors involved, the actual waiting time in most cases is 4 working days or less.
The SWIFT/BIC code is a bank identifier used when transferring money between banks, particularly for international wire transfers. Each bank has its own code, you can look for it on your bank’s website or ask them directly.

The IBAN (International Bank Account Number) is used to identify a bank account internationally. In countries supporting IBAN (such as most european countries) each bank account should have an IBAN assigned to it.

For us to be able to issue a payout by bank transfer, both the IBAN/bank account and the SWIFT/BIC code of the bank must be provided.
You will only be able to request a payout if the withdrawable amount is equal to or higher than the minimum payout amount, it’s not possible for us to issue payouts lower than that.
Under some specific circumstances your balance may vary, in most cases this means that a chargeback has been issued.
This can happen in a number of situations, such as your customer not receiving the product or not being happy with it. It’s also possible for chargebacks to be issued due to fraud reports or suspicion, among other reasons. In order to reduce the chances of chargebacks, please be sure to deliver the products promptly and maintain communication with your customers.
While your account is still active, you will be able to request payouts as usual as long as your withdrawable amount is equal to or higher than the minimum payout amount. Remaining unpaid balances can not be paid out after an account is deleted.
For information on how to integrate Paygol on your platform please visit our Developers section.
At the top of your Dashboard you will be able to change your account to Test mode. Please note that Test mode only works with our basic implementation (payment screen), not with our advanced/API implementation. In Test mode you will be able to simulate successful payments, including payment notifications to your platform (IPN).
Yes, you can do this as long as the pages are on the same website. Due to compliance reasons, if you have multiple websites you will need to request the creation of a new Paygol account for each one.
Sure, just replace the image URL with your own.
Some ready-to-use IPN files may have safety measures to make sure that the payment notification actually comes from Paygol. In these cases, trying to access the file on your browser will cause an error. If you need to test notifications, we strongly suggest that you use a Paygol payment button and set your account to Test mode.

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Buyers

If you have problems with any of your transactions, please contact our help desk.
Some payment methods in Latin America require you to provide your national identification number as provided by your government, for example CPF for Brazil, CURP for Mexico, RUT for Chile and DNI for Argentina. Please note that providing an invalid or made-up number is very likely to result in an error, so please make sure that the information being provided is real.

Didn't find your answer? Send us an email to [email protected]