Profile & Account Management

Business Information Updates

Once the user account is set up it's important that merchants keep their details up to date. In the event any of their details need to be changed or updated, merchants must notify iStore Pay. 

The following changes are supported:

• Registered or trading address change.
• ID information change (e.g. a name change)
• Registered or trading name change.
• Director or shareholder changes.
• Bank account details changed.

For any of the above, you can contact us via any of our Support Channels with their request and supporting documentation (see required checks) and the change will be verified and actioned within 24hrs.

You can continue to trade as normal while changes are being processed. Trading isn't affected as only payouts are paused during verification, which is typically completed within 24 hours of receiving the request.

Password and Login

💡 iStore Pay does not require a password or login to transact.

• Login is only required when the user wants to access anything beyond a transaction (e.g. access their profile or perform a refund).
• Login is done using a passcode or FaceID.

• To login to your account go to the iStore Pay App on your iPhone and select this. Once the App is opened select “Home” at the bottom left of your screen.

  

• Your screen will then be redirected to the login page to access your account. You can sign-in using facial recognition / biometrics or entering your chosen username and password.

  

• Upon a successful login you will land at the home page, depending on the view that you have set you would see your sales history for the last week or month to date. 

  

Password Reset 

Failed Login Attempts 

• The merchant is only able to try login 3 times per minute.
• Once they have been locked out, the merchant will need to contact support for assistance to get access back into their account.

Resetting Your Password

• In the event a merchant is required to reset their password, the following steps need to be followed:

  • On your home screen select the “Forgot Password “option. 

  

• Enter your email or phone number to receive a password reset link and select “Send reset link”

  

• Check your email or messages for the link that would have been sent to reset your password and follow the prompts to reset your password. 

  

• Reset your password.

  

• You can now enter your account.

  

• The reset link remains valid for 15 minutes.
• Once the password has been reset, the merchant can immediately access their account.

If you're unable to reset your passcode or need further assistance, please contact us via any of our Support Channels.

Paused and Suspended Profiles

• Merchant profiles may be paused or suspended for two primary reasons:
  • Merchant compliance gaps - Failure to submit a required updated check or document.
  • High-risk activity - The monitoring team identifies suspicious transaction or patterns; the account is temporarily locked for investigation. 
• While a profile is paused or suspended, the merchant cannot continue to transact or receive payouts until the investigation is complete.

• Investigations for high-risk activity are typically concluded within 48hrs however on rare occasions this can take up 7 working days. 
• The merchant will be informed when their account is suspended and again once the investigation is concluded.

Account Closure

• Merchants can contact support to request an account closure, or select the option to “Delete Account” in the app.

  

• Once a merchant requests their account to be closed, the account will be put into a suspended state. 
• Active Transacting Account - If you have processed transactions, we cannot delete your profile straight away because FICA (Financial Intelligence Centre Act) regulations require us to keep records for a minimum of five years. However, the account will be suspended preventing any transactions from taking place.
• Never Transacted Account - If you signed up but never processed a transaction, we will delete your profile and associated information, allowing you to reuse the same email and mobile number in the future.
• Identifying Data - iStore Pay will keep certain identifying information for a period beyond account deletion. This information is needed for regulatory and compliance requirements.
• De-identified Data - iStore Pay may keep information indefinitely in a de-identified format for statistical purposes.
• Payout After Closure:
  • Any transactions done up until the point that the account is suspended will be paid out on the next available payout date.
  • Exceptions to this rule would be in the event there are open chargeback disputes, duplicate charge queries or fraud queries against the account.
  • If any of the above, then the funds will be withheld until the investigation is complete, pending the outcome any owed funds to the merchant will then be settled minus the transaction fees and settlement fee.

Reactivation of a Closed Account 

In the event a merchant wants to reactivate an account that was closed on request:

• If the account has not been fully closed yet, the merchant can contact support to stop cancelation and reactivate account.
• If the account has been fully closed, the merchant will need to open a new account:
  • Merchant to follow the onboarding process prompted on the App. 
  • Details will be verified and where necessary updated to support any changes.
  • The merchant will be notified of their account opening and can begin to transact immediately thereafter.

In the event the user has forgotten their account passcode they can follow the Password Reset steps to reset their passcode.