Enter your search term here...
New support ticket
Check ticket status
What are APEXX's Support Channels?
General Payment Industry Questions
What are the key players in the payments industry and what is their role?
What is APEXX's role in the payments ecosystem?
What are interchange ++ fees?
What are blended rates?
What is DCC?
See all 7 articles
Payment Gateway Administration Questions
How do I create a new user?
What are the different user roles?
I forgot my password. How do I reset it?
How do I become a user of an existing APEXX Merchant?
How do I change my password?
How do I issue a refund?
I want to give a refund to a different card
A shopper says they did not receive a refund. How can I check this?
How can I start accepting MOTO transactions?
Can my business submit Level 3 data?
What should I test before accepting live payments?
How do I connect a partner eCommerce or billing platform to APEXX?
How do I enable a change in routing requirements?
APEXX Product Update Questions
How often do you release new versions?
How does upgrading work?
Can I roll back a version?
Payment Method Questions
How do I enable a new payment method on my account?
Where can I find more information on payment methods?
Which payment methods support separate authorisation and capture?
Transaction Management Questions
At what point is my payment considered complete?
Why was a Settlement cancelled?
Why is a "Settlement Requested" status not updating to "Settlement Complete" status?
What is a dispute/chargeback?
How can I monitor my Chargebacks?
Is there a fee for disputes/chargebacks?
How can I dispute the chargeback?
Fraud Control Questions
How do I block cards, customers and transaction amounts to prevent fraud and chargebacks?
How do I delete a Fraud Ruleset?
3D Secure Questions
What is 3D Secure?
What is 3D Secure liability shift and when does it occur?
How do I enable or disable 3D Secure?
Finance and Reporting Questions
How do I reconcile the payouts I receive on my bank account?
How can I monitor transactions by country?
How do I get a balance report?
How am I taxed?
Declined Transactions Questions
Why was my customer's charge declined?
How do I avoid declines with card issuer?
What does each payment status mean?
What exchange (FX) rate does APEXX use?
Security and Compliance Questions
How do I report a possible security issue to APEXX?
Why do I have to validate PCI DSS compliance if APEXX is already PCI DSS compliant?
What version(s) of TLS does APEXX support?
What can I do to encourage upgrades of shopper browsers in order to support TLS?
General Data Protection Regulation
What is GDPR?
What is personally identifiable information?
What is the difference between a Data Controller and a Data Processor?
What Personal Information does APEXX process?
What Personal Information do I control?
See all 7 articles
What is considered a Data Breach?
How does APEXX deal with a Data Breach?
What should I do if we experience a Data Breach?
What are the fines if a Data Breach occurs?
What is APEXX's Regulatory Authority?
Data Subject Rights
How does APEXX comply with my rights to be informed?
How does APEXX comply with the rights of my customers to be informed?
How does APEXX handle a Data Access Request by me (the Merchant)?
How does APEXX handle a Data Access Request by my customer?
How does APEXX comply with my right to rectify my data?
See all 15 articles