General
Receipt of email notifications to Hotmail emails
We have identified a recent issue with Hotmail blocking emails from a range of IP addresses hosted by Amazon Web Services. Amazon Web Services (AWS) is a worldwide hosting service used by many providers, ourselves included. This may mean that you are ...
Turn 3-D Secure 1 on within your SH account
Your account is enabled to support 3DS version 1. To turn it on, please log into your account and go to Online Processing > UPG Settings. Within this menu, you will see the following 3DS options: Enable 3-D Secure (Fig. 1) Here you select 'Yes' to ...
Perform manual update on Monek's SPc50 & SPw60 terminals
Your payment terminal will automatically update once a week. Where there is a requirement for the device to receive urgent updates, you may also update the device manually. For instructions, you may either follow the steps below, or watch this short ...
Creating Sub-Users for your Secure Hosting Account
All Secure Hosting Accounts have a main, administrative (Master) log-in; Sub-Users allow you to create separate log-in access for additional users of the account and configure specific permissions for each, whether this is based on their role ...
Issue a refund within your Secure Hosting account
The Secure Hosting management panel allows you to process both partial and full refund to your customer within 6 months of the originating transaction. To issue the refund, please follow these steps: Log into your Secure Hosting account Go to ...
Strong Customer Authentication
What is Strong Customer Authentication? A key element of PSD2 is the introduction of additional security authentications for online transactions, known as strong customer authentication (SCA). It means customers will no longer be able to checkout ...
3-D Secure transaction handling for merchants using Monek's TransactDirect platform
3-D Secure, also known as Verified by Visa/MasterCard SecureCode is the highest level of verification available for online transactions. There are two stages of the 3DS process. Enrolment and Authentication. The Status of each stage, the Liability ...
Acquiring bank setup - Monek as PSP
Monek is an independent Payment Services Provider. This means that we can connect our gateway services to all the major UK Acquirers, allowing you to shop around for the best deal. Our approved partners are: AIB First Data Merchant Services (FDMS) ...
PCI DSS Certification for Monek's integrated payment terminals
For merchants using one of our approved Point of Sale software partners alongside our payment terminals, the solution is fully PCI DSS compliant. You will still have to complete a PCI DSS questionnaire as per the instructions from your Acquiring ...
SHP Technical Integration Guide
A comprehensive guide to implementing Monek's Secure Hosting platform.
Monek's Magento plugin
Monek's Magento plugin can be found here
Monek's Woocommerce plugin
Monek's Woocommerce plugin can be found here
I have forgotten my password. Can I recover it? What do I do?
We do not store passwords which means that if you cannot locate it, it will have to be reset by following the Reset My Password here. All you have to do is type in your account reference, email address, complete the reCAPTCHA task and click on the ...
Can you send me a copy of my password without resetting it?
For security reasons Monek does not have the facility to send you a copy of your current password. However, you can reset your password here.
I have not received the email to reset my password.
Please check that: the email address that you have asked the email to be sent to is one of the email addresses registered as 'admin' in your account. If in doubt, please contact us for confirmation that the Account reference that you used when ...
Which banks can you work with?
We can work with any business that has a merchant account with any one of the following UK banks: WorldPay Barclaycard Merchant Services Global Payments Lloyds Cardnet/Omnipay First Data Merchant Solutions American Express Diners Club Elavon Ulster ...
Do you have 3D Secure (VbV and MasterCard SecureCode)?
Yes. 3D Secure is available as an option, at no extra charge. The set-up process and associated timescales for 3D Secure vary from bank to bank. If you require 3D Secure then please log a ticket through our support portal or email us ...
Are your systems PCI accredited?
Yes, all Monek's systems used for the processing & storage of card information are audited and validated by Qualified Security Assessors to the highest possible standard available under the PCI:DSS scheme. Our PCI certificate can be found here. We ...
Can I review transactions before processing them for payment?
Yes, you don’t have to debit the customer’s card immediately. You can perform a ‘pre-auth’ at the point of the transaction, which merely does an initial authorisation on the card including checks on the CV2 number (3 digit security number), ...
Can I bill an extra amount to a card after the original transaction
Yes. Even after a transaction has been settled for payment, you can go back to it and add a new amount - for example if the customer wants to add something to their order. Please note that as the CV2 number is not kept under PCI regulations, you need ...
How do I process refunds?
In order to process a refund, please follow these steps: log into your Account locate the transaction you wish to apply the refund against click on the transaction id or the 'view' button in order to get into the detail of the transaction scroll ...
Will you charge any more for Amex?
No, there are no extra charges from us for this. You will, however, need to contact Amex to obtain an Internet merchant number for Amex, and then inform us of this number before we can put it live in your Monek account.
How long before I receive funds to my bank account?
The actual amount of time it takes for the funds to appear in your bank account are purely down to the agreement you have in place with your merchant acquiring bank. Our system sends your transactions to your bank for authorisation in real-time and ...
Does Monek handle the actual money from my payments?
It is important for us to make the distinction between your merchant acquiring bank and us. We act as a payment gateway, transmitting data securely between your web site and your acquiring bank. We never have access to the actual funds from your ...
If I set up a Euro merchant account will I receive the money in Euros?
This is determined by your agreement with your merchant acquiring bank
Updating Card Start/Expiry Drop Down Options
If your payment page is currently using hard coded start and expiry drop down options (hard coded meaning they do not dynamically change), you will need to update these on a yearly basis. The below steps should guide you through how to do this: Log ...
Downloading data/CSV Reporting on our Secure Hosting platform
The CSV functionality allows a merchant to download their transaction data in CSV, XLS or Text format. Before you can generate a CSV file, you will need to create a template containing the fields that you wish to see in your file. There are 3 ...
Do you support Amex Safekey?
American Express SafeKey® is a 3-D Secure® authentication tool that works to reduce online fraud by confirming the Cardmember’s identity with an additional password. We do not currently support this functionality, however, we do support 3-D Secure ...
Should I fail transactions based on the CVC/AVS result?
Providing that you submit the Address data and CVC number, as found at the back of the card, we will submit these through to the Acquirer for processing. The results of CVC and AVS checks are passed back to us by the bank and we display them in your ...
What it means if your customer receives a 403 error message
403 Forbidden Unfortunately the request that was sent to Secure Hosting could not be completed. It may have violated our internet security policy and was forcefully denied by our web application firewall platform as a security measure. If this was a ...
Duplicate Transaction Prevention
Monek’s systems are set to fail duplicate transactions occurring within a set time period of 5 minutes. This is an effective way to prevent the majority of user generated duplications. There are occasions where the device or browser may refresh the ...