Help Centre

We’re committed to providing you with exceptional support and assistance. Whether you’re looking for answers to common questions, need guidance on how to use our services, or require personalised assistance, we are here to ensure your experience with us is smooth and satisfying.

Navigate through our comprehensive FAQ section to find the information you need. If you can’t find an answer, our dedicated support team is just a click away to assist you with any specific queries or concerns. Let’s make your journey with us as effortless as possible!

Submit Ticket

Submit a support ticket here

Send Message

Prefer to email? Send us an email and we'll get back to you soon.

Call Centre

Give us a call

Have a question?

Below are a few of the questions we are asked most often.

This can vary greatly depending on the acquirer you are with, the business model of your company and the level of attention that you require. Contact us to discuss your needs and the type of rates and fees that will apply.

Our gateway is able to process payments from anywhere in the world as long it is approved by your acquiring bank. The acquirer you are connected to will look at your business model and take into account any legislative restrictions that apply to certain products and services. These legislations may affect where you can take payments from and where you can supply goods or services. Contact us to find out more.

The Axcess gateways are able to process the following card types. However, it is often best to come to us with an idea of which types you will need to process so that we can find you an acquirer that meets your needs. Acquirers can vary greatly in the services they provide, including which card types they support, so finding the right acquiring bank is an essential first step.


Visa Debit





Visa Credit Card

Visa Electron


Laser Card

Discover Card





JCB Card




Postfinance Karte Direct




Diners Card

Carte Bleue




Carte Bancaire



Maestro Card


We support over 170 world currencies.

No. Currently we have four options available for our merchants and can help you decide which would suit your needs best once you have your acquiring bank in place.

Our Gateways allow of Card Payments, Direct Debit Payments, Wallet Payments (Apple & Google Pay), Crypto, PayPal, SEPA, B2B and many more APMs (Alternative Payment Methods.)

Yes. With our omnichannel gateway you have a high level of control over the current and historical data that you can export, down to the smallest details of the transaction and going as far back as 13 months.

Yes, all of our gateways allow you to store card details using what we call tokenization.  

All of our gateways are PCI Level 1 compliant to ensure that all sensitive data is stored securely. We have a complex network of firewalls, anti-virus checks and frequent system updates to provide maximum protection against data hacking. Contact us if you would like to see a copy of our system schematics and security processes.

Yes. All of our gateways process credit and debit card payments within seconds. The entire transaction, from the moment your customer clicks on the ‘Pay Now’ button, to having the customer’s bank approve the payment and return the successful payment message, can be processed in a matter of 1 or 2 seconds so that the customer knows there and then that they have made their purchase successfully. We do of course rely on the internet connections and server speeds of other institutes to be working to the same standard as ours, which means on occasion we do experience slower speeds as we wait for an acquirer or issuing bank to respond, but even in these situations your customer generally won’t be waiting more than a few seconds.

The first recommendation we would make is to apply 3D Secure to all your online payments, a feature designed by Visa and MasterCard to give the merchant protection against fraudulent transactions. We can also apply one of our many risk protocols to your account to block potentially unsafe transactions and notify you. Contact us for more information.

A chargeback is a negative value transaction on your account that has been initiated by one of your customers. Any customer can call their card issuing bank to request their money back should they feel one of the following applies to them:

– They do not recognise the transaction;

– They have returned goods but have not received a refund; goods they ordered were not delivered within the guaranteed timeframe;

– A service has not been provided or provided to the standard requested;

– Many other reasons.

Yes. We work closely with our acquiring banks to fully understand their chargeback defence processes. This means we can guide you through what you need to do to defend your chargebacks and potentially recoup some of your lost funds. We can also work with you to discuss how to reduce your chargeback and refund levels in general. This may include slight changes to your internal processes or business model. 

That’s not a problem. Provided your new acquirer is one of the 390+ that we support, we can add in your new merchant account details and redirect your processing to the new bank, with little to no technical effort required on your part.

Because you have a support agreement with us here at Axcess Payment Services, you can call us anytime you need to discuss rates and fees and we’ll work with your acquirer on your behalf to reduce these rates. We’ll also take care of all the paperwork should any contract amendments be needed so that all you have to do is sign on the dotted line.