Use your Worldline Account

You can easily change your e-mail address yourself in our Back Office. After logging in, please go to Configuration > Account > Your administrative details.

You can easily change your phone number in our Back Office. After logging in, please go to Configuration > Account > Your administrative details.

To change your company name, we would firstly like to know whether your VAT also changes. If this is the case, please contact your account manager. If only your company name changes, you can easily send an e-mail to our Customer Care department or reach them by phone.

If your VAT number has changed, you need a new PSPID / account. Please contact your account manager to create a new account.

If you want to change the PSPID name for an existing production account, please contact your Worldline Account Manager who will open a new account for you.

The PSPID name of your existing production account cannot be changed, but a new account with a new name can be opened for you.

Please note there will be a fee for this service.

Please contact the administrator of your account in order to log in the Back Office and add a new contact person. They can do it by going to Configuration > Account > Your administrative details. If they cannot log in, they can contact our Customer Care department .

If you want a production account, please send an e-mail to your account manager. If you do not have an account manager assigned to your account yet, please contact us. 

The time to activate a payment method depends on the following factors:

• It generally takes the acquirer or bank about a week to complete your affiliation. If you already have an affiliation, the activation takes a few days.
• Some payment methods require additional checks before they can be activated, e.g. in case of 3-D Secure, which is requested directly at VISA or MasterCard (and not at the acquirer). 

With Worldline Collect, you can activate several payment methods in one go.

To have your bank account number changed, please contact our Customer Care department.

Our team will take care of your request. 

In order to erase your account, as it contains personal data, please contact us.

Our Customer Care department will handle your request. It may be the case that due to legal obligations a minimum retention period must be observed with the impossibility to erase your account immediately.

To get your subscription changed, please contact your account manager.

If you do not have an account manager assigned to your account yet, please contact us.

You can contact your account manager by phone/e-mail to request this option. After signing your upgrade/downgrade form, please send it to our Customer Care department.

Please send an e-mail to our Customer Care department  stating your PSPID, requested option and its  price (if known). Our team will activate this option for you.

You can deactivate your option (except for 3-D Secure option) by sending an e-mail to our Customer Care department with the request of deactivating that option.

Please send us either a signed letter (as pdf) or an email containing

• The name of the person requesting the termination
• Your company's e-mail signature (company name, address etc.)
• The explicit request to terminate your contract with us
• The PSPID (the name of your account on our platform)

Use our email template to help you with this

Please contact your account manager to prepare a new contract. After signing it, please send the contract to our Customer Care department.

As soon as you've completed all the necessary steps and we've received all the relevant documents and a signed contract, we'll activate your account. The quicker you can complete these steps and send us the documentation, the quicker we can open your account.

Please note that you need at least one active payment method before we can activate your account. 

On this support site you can find all manuals presenting our products. Feel free to browse these documents.

With the activation of your account, our Reconciliation tool is automatically available to you if you have a Full Service account or you benefit from Collect acquiring. This enables you to easily reconcile the payments you receive on your bank account with the orders/transactions in your Worldline account. To read more about Reconciliation tool click here.

The Back Office is the secure website where you manage your Worldline account. Once you have logged in, you can check and edit your administrative details, manage your payments, change your technical settings and much more. To log in, you simply need your payment service provider ID (PSPID) and your password.

A User ID identifies the specific user of an account.

If your account has more than one user, you log in by filling in your USERID, your payment service provider ID (PSPID), if needed, and your password. Please make sure you click on the 'Log in as user' link so that all three fields are displayed.

If your account only has one user, you will not need a USERID. You will log in using only your PSPID and password, so please make sure your login screen only displays two fields. If you can see three fields, click on the 'Log in as PSPID' link on the bottom left of the screen to log in as a merchant.

For a DirectLink or Batch integration, the parameter USERID corresponds to the API user set up on your PSPID. Please note that the API user is not able to log in to the Worldline Back Office.

Payment processing is a service that allows websites to sell online by accepting payment via electronic methods such as credit cards, debit cards and bank transfers.

Provided by payment service providers, payment processing is the technical connection or 'gateway' between a website and the financial institutions or 'acquirers' that govern different payment methods. To put it simply, without a payment service provider you won't get paid.

Working with Worldline, you will benefit in three key ways. Firstly, our payment gateway is connected over 200 domestic and international acquirers. So, whether you want to take online, mobile or phone payments, we're ideally placed to help you find the right acquirers for your market and offer the payment methods that are preferred by your customers.

Secondly, we can collect your payments too. We can help you activate several payment methods from different acquirers with just one contract so you can offer your customers more of the local payment methods they know and trust.

And finally, as well as processing and collecting payments, we also offer advanced fraud prevention solutions to help businesses accept more safe orders and block more fraudulent transactions.

To learn more about ways we can help your business, see our solutions page.

A merchant account is a type of bank account that allows you to offer and receive the transaction funds from certain payment methods. Merchant accounts are provided by various banks and financial institutions – known as acquirers.

A merchant account enables you to authorize and accept certain payment methods before you can start distance selling. If you want to add more payment methods to increase conversion, you usually need to open additional merchant accounts with other acquirers. We can advise you on this and introduce you to the right acquirers for your business.

Depending on the market you operate in, we can also provide you with a merchant account directly. With Full Service, you're able to activate several payment methods, all at once – and with just one contract. By offering your customers more of the local payment methods they know and trust, you'll increase conversion and boost your online sales.

To learn more, see our cross border payments page.

Worldline offers right, secure, smart and seamless payment solutions whatever the channel: in-store, online and mobile.Worldline provides merchants with a comprehensive and innovative range of services and solutions that eliminate payment complexity and make purchasing quick, seamless and secure for various sales channels and payment methods.  

Worldline Group comprises of three divisions: Worldline Smart Terminals, Worldline Payment Services and Worldline ePayments. Through our comprehensive range of smart terminals, payment services and mobile solutions, we facilitate merchants’ in-store and online payments acceptance.

Now known as Ingenico ePayments, Ogone was a leading pan-European online payment services provider, which was acquired by Ingenico Group in 2013 and merged with GlobalCollect in 2015 to become Ingenico ePayments.

To honor Ogone’s significant legacy and its name, the term Ogone is now used to describe Ingenico ePayments platform, which includes Ingenico Collect, a one-stop payment solution that enables merchants to offer preferred payment methods in many different countries, without the hassle of having to open multiple bank accounts or form new legal entities.

With its Ogone platform and other offerings, Ingenico ePayments goes beyond payments by offering global consultancy services on topics including local regulations, regional payment customs and preferences, and fraud and compliancy.

In the past and prior to taking on the name Worldline, Ogone was temporarily named Ingenico Payment Services. However, once Ogone joined forces with GlobalCollect, the two came together under a new unified name: Ingenico ePayments.

Today, Ingenico Payment Services is a separate division of Ingenico Group that provides merchants with a comprehensive range of centralized and secure in-store transaction management services. Ingenico Payment Services ensures end-to-end security, control and monitoring of merchants transactions thanks to a centralized payment solution dedicated to organized retailers.

In addition, Ingenico Payment Services has a full range of customer loyalty solutions to increase merchant revenue, including: loyalty card programs and loyalty program management, prepaid cards and gift card management, customer data analysis and marketing campaign management.

Please always have your PSPID ready when contacting our Customer Care department.

An acquirer is a financial institution that processes payments from certain credit and debit cards. The acquirer is responsible for the financial part of transaction processing and Worldline is responsible for the technical part. In other words, without an acquirer the money will not be transferred to your bank account.

For every online payment method you want to add, you need an acceptance contract with an acquirer. If you’d like advice on which acquirer would be best suited for you and your region, please contact us. If you know which acquirer you want to work with, you can simply select them from the drown down list when adding a payment method in your account. 

But why not let us take care of it for you? Full Service allows you to activate many local payment methods, all at once and in several different countries – with one single contract. If you trade internationally, it could be the ideal way to accept payments from all across Europe. It saves you time-consuming administration and because you can offer more payment methods, it can also increase your revenues. 

Find out more about Full Service here and by contacting us and asking for contract information.

If you want to change your invoicing address or the way you pay your invoices, please send an email with your PSPID to our Customer Care department

Our Customer Care team will take care of your request.

Your invoices for the last 24 months are available in your Worldline account. Log in to the Back Office and go to “Configuration > Billing”. Select the invoice you wish to download.

You can access invoices older than 24 months via the Order2Cash platform.

To request a credit note, please send an e-mail or call our Customer Care department.

Your invoices are stored for 24 months in your account. All invoices (even older than 24 months and issued since January 2015) are accessible for you on the Order2Cash platform)

Yes, this is possible.

Log in to the Back Office and go to “Configuration > Account > Your administrative details”.

Enter an email address or multiple ones (up to five separated by a semicolon “;”) in “Finance e-mail address”.

The first email entered in this field will also be automatically added to Order2Cash. If you have more than one address and want to add them to Order2Cash as well, please logon to the Order2Cash platform. There you can indicate up to 5 additional email addresses for delivery. Their dedicated service will gladly assist you for setting this up.

If the field “Finance e-mail address” is empty, we send the invoices to the email address(es) configured in the field “Administrative e-mail address”.

To change your bank account in our system, please send the new IBAN/BIC or RIB form to our Customer Care department in order to create a new form for you to sign.

In your Worldline account menu, you can easily lookup your transactions by choosing "Operations" and then clicking either "View transactions" or "Financial history", depending on the type of transaction results you're looking for.

Go to Consult your transactions for more information.

By default you can send goods or deliver your service once a transaction has reached the status "9 - Payment requested". However, although status 5 is a successful status, it's only a temporary reservation of an amount of money on the customer's card. A transaction in status 5 still needs to be confirmed (manually or automatically) to proceed to the status 9, which is the final successful status for most payment methods.

Go to Transaction statuses for more information.

You can easily refund a payment with the "Refund" button in the order overview of a transaction (via View transactions). If your account supports it, you can also make refunds with a DirectLink request or with a Batch file upload (for multiple transactions).

Please note that the Refunds option has to be enabled in your account.

Go to Maintain your transactions for more information.

A full green thumbs-up icon means that the transaction was completed with a 3-D Secure authentication method, such as Digipass or a card reader. However, it doesn't necessarily mean the payment itself was processed successfully. Therefore, you should always check the transaction status to know whether you'll receive your money.

Go to Transaction statuses for more information.

Worldline offers a complete suite of flexible products, sophisticated technologies and dedicated expertise to help you manage and optimize your online fraud prevention practices. Our industry-leading fraud detection tools and experts bring over 20 years of industry and regional expertise, and we will work closely with you to develop, implement and manage a holistic fraud solution that includes prevention, detection and management. We also offer comprehensive chargeback management and dispute management solutions. 

By working with Worldline, you can pick the solutions that best fit your needs and customize our services to either outsource fraud management functionalities or keep them in-house with our ongoing support.

If you want to check specific details of an order/transaction or perform maintenance on transactions, you should use View transactions. "Financial history" is the most convenient to periodically check incoming and outgoing funds.

For more information, go to View transactions vs Financial history.

You can reinitiate your password via the  "Lost your password?" button on the bottom of the login screen.

There are different reasons why you can't refund a transaction. You need to consider the following (with the condition that the Refund option is enabled in your account):

• The transaction is in an "incomplete" status, such as a pending or erroneous status (91, 92 etc.) that doesn't allow the refund operation.
• If the transaction is authorised (status 5), at which point no payment has been made yet. In this case you have to cancel the authorisation instead of refund.
• The used payment method doesn't support the refund functionality, which can be the case with certain debit cards, web banking methods and "offline" payment methods such as Bank transfer.

If you're unable to log in to your account using your payment service provider ID (PSPID) and password, it may be due to one of the following reasons:

• You could be using your test PSPID and/or password in the production environment, or your production PSPID and/or password in the test environment. You can check the environment at the top of the login screen – it will say either: "Identification Production" or "Identification TEST". To switch environments, use the link under the login fields.
• You could be logging in as a merchant on the user screen or as a user on the merchant screen. If you're logging in as a merchant, you'll see two fields: PSPID and Password. If you're logging in as a user, you'll see three fields: USERID, PSPID (optional) and Password. To switch the login screen, click the "Log in as user" or "Log in as PSPID" button on the bottom left of the screen.
• Perhaps you've typed in your password in the wrong case? Passwords are case sensitive. Try typing your password into a text editor such as Word or Notepad to check the spelling and the case, then copy/paste the result in the password field.
• When you submit your login details, if the login page reappears and the information you entered is gone it means your browser is not accepting session cookies. To enable session cookies, go to your browser's settings. If you're unsure how to do this for your operating system and browser version, please check with an IT specialist. 

If you forgot your password, please click on the "Lost your password?" button on the bottom of the screen.