Frequently asked questions about the change to your payment platform

There are currently a few known issues with the transaction export: the export is sometimes empty, does not always arrive at your email address, or displays the dates in the MM/DD/YYYY format. We are aware of this situation and are doing our best to resolve it as quickly as possible.

When you export your transaction history, it can take up to 30 minutes before you receive it by email. If you have not received the email after 30 minutes, please wait an additional 20 minutes before contacting our Support team. If you urgently require the transaction history, please contact our Support team via info@payconiq.be.

Once your merchant account has been switched from the Payconiq platform to the Bancontact and Wero platform, you will receive one or more emails from us.

If the most recent (or only) email you received was a confirmation email with the subject “Your account has been transferred to the new payment system”: Good news — your account has successfully been moved to the new Bancontact and Wero payment system, and you now have access to the new Merchant Portal (merchant-portal.bancontact.net). Please note that you no longer have access to the old portal.

If the most recent email you received was a rollback email with the subject “Your account has been reverted back to the Payconiq payment system”: Unfortunately, something went wrong during the transfer of your account to the new Bancontact and Wero payment system, so we reverted your account back to the Payconiq payment system. This means you don’t have access yet to the new Merchant Portal but can continue using the old portal (portal.payconiq.com).

Once your merchant account is transferred to the new Merchant Portal, you will receive an invitation email to set up a new password. Follow the instructions in this email. You can use the same email address as you use for the old portal (which is the email address mentioned in your contract).

Please note: the link to set up a new password is only available for 24 hours. If the link has expired, please request a new one or go to merchant-portal.bancontact.net and click on ‘Forgot password’.

Whether the payer’s name appears in your transaction overview depends on your bank. We are in contact with the banks about this issue, and they are aware of the situation.

If you have any further questions about this, please reach out directly to your bank.

Some merchants with a more complex business structure (for example, those with multiple shops under one merchant account) may experience issues accessing the Merchant Portal. We are currently investigating the problem and working to resolve it as quickly as possible.

Due to technical issues, the payer name for transactions between 14 and 17 November is listed as “unknown” in the transaction overview in the Merchant Portal. As a result, the payer name for transactions between that period is not visible. We apologise for the confusion and inconvenience.

This was purely a display error: the transactions themselves have been processed correctly on the correct account. The error has been fixed and the correct payer names should soon be visible again in your overview.

You may see a person you do not recognise in the list of users in your Merchant Portal. This is normal. Our Support team is currently engaged in troubleshooting issues and checking the data and operations within the Merchant Portal to ensure that everything is running smoothly. As a result, you might see one of our team members listed as a user in your merchant account. You can identify these team members by the email addresses used: these end with @bancontactpayconiq.com or @payconiq.be. This member has access to your account strictly for maintenance and control purposes.

There are currently technical issues with the display of the structured communications within the Merchant Portal. We are actively working to resolve the problem as quickly as possible. We apologise for the inconvenience.

If you have not received the automated invitation email, there are a few possible reasons:

• Incorrect email address: the email address stored in our systems may not be the correct one.
• Spam/Junk folder: our email may have been filtered into your spam or junk mail folder.
• Email blocking: your email server or security settings might be blocking our message.

What should I do?

1. Please check your spam or junk folder thoroughly.
2. If you find nothing, please contact our support team directly via email at info@payconiq.be so we can verify the address and assist you further.

Previously, your daily transactions were paid out under the name “BANCONTACT PAYCONIQ COMPANY.” You may now see “SEGREGATED ACCOUNT” as the payer name instead. The “SEGREGATED ACCOUNT” is a trusted bank account belonging to Bancontact Payconiq Company.

We understand this may be confusing and are currently investigating how to revert this change as soon as possible.

In early May 2025, it was announced that your daily transaction payouts would be made in a grouped manner. With grouped payments, all successful Payconiq transactions of the same workday are combined and deposited as a single amount into your bank account before 9:00 AM the following day *.

At that time, it was possible to temporarily opt out of this change for technical or specific reasons. However, with the discontinuation of the Payconiq platform, all transactions of the same workday will now be grouped.

You can still view a detailed overview of all individual transactions for your business in the Merchant Portal.

*Please note: the total grouped amount will be transferred to your bank account, but processing times may vary depending on your bank.

We are aware of situations where the QR code on certain payment solutions (such as the checkout page) cannot be scanned correctly. This issue is related to the interaction between the QR code and the systems of some external payment partners. We are in close contact with these partners and are working to ensure they make the necessary adjustments to resolve this issue as quickly as possible.

Due to technical issues, the payer name for transactions between 14 and 17 November is listed as “unknown” in the transaction overview in the Merchant Portal. As a result, the payer name for transactions between that period is not visible. We apologise for the confusion and inconvenience.

This was purely a display error: the transactions themselves have been processed correctly on the correct account. The error has been fixed and the correct payer names should soon be visible again in your overview.

There are currently a few known issues with the transaction export: the export is sometimes empty, does not always arrive at your email address, or displays the dates in the MM/DD/YYYY format. We are aware of this situation and are doing our best to resolve it as quickly as possible.

When you export your transaction history, it can take up to 30 minutes before you receive it by email. If you have not received the email after 30 minutes, please wait an additional 20 minutes before contacting our Support team. If you urgently require the transaction history, please contact our Support team via info@payconiq.be.

This is a slight modification that came with the recent update to your system. We understand it may not be ideal in all situations and appreciate your understanding.

There are currently technical issues with the display of the structured communications within the Merchant Portal. We are actively working to resolve the problem as quickly as possible. We apologise for the inconvenience.

Every merchant should have received a final reminder email about the upcoming change in their payment platform. Once the switch in our system is done, you should receive at least 1 email from us, stating the switch has been done and asking you to perform a test transaction.

Through this test transaction, we can verify whether the update of your platform was successful.

• If the update was successful, you will receive an email inviting you to the new Merchant Portal.
• If the update was unsuccessful, you will receive an email explaining that your system has been rolled back to the Payconiq platform and a date for which a new attempt is planned.

If you received multiple confirmation and roll-back emails then this means the update was attempted and that you were no longer matched to the Payconiq platform in our system. After further testing, our system could no longer confirm the successful switch of your platform so automatic roll-back email was sent. It is possible that our system retried the matching and testing a few times, hence causing multiple same emails.

The evolution of our payment platform is a gradual process, carried out in multiple phases. Depending on your product type, you will receive a final reminder email with the scheduled migration date for your payment solution.

If an initial update attempt was made but was unsuccessful, you will receive an email notifying you that your system has been rolled back to the Payconiq platform, along with the date of the next planned update attempt.

No. The specific date for the update to your payment system is set by us, and you will be notified of it by email.

If the last (or only) email you received from us was a confirmation email (subject: “Your account has been transferred to the new payment system”):
Good news — your account is now on the new Bancontact and Wero payment system. You can continue using your payment solution as usual.

If the last email you received was a rollback email (subject: “Your account has been reverted back to the Payconiq payment system”):
Unfortunately, something went wrong during the transfer to the new Bancontact and Wero system, so your account was reverted back to the Payconiq payment system. For now, you can continue using your payment solution as before. A new update attempt is planned, and the date will be communicated in the email.

Did you receive a final reminder email with the subject “Final reminder about your Payconiq solution”? If so, you should have received at least one additional email after the scheduled update date. Please check your spam or junk folder.

If you still cannot find any emails, please contact us at info@payconiq.be.

For now, you can continue using your payment solution as usual. However, a new update date has been scheduled and communicated in the rollback email.

If you use an integrated solution via API key, please make sure to update the endpoint within the timeframe specified in the rollback email. Be sure to check the developer portal for any additional steps you may need to follow.

When you signed your contract, you were informed about the upcoming evolution of the Payconiq platform to the Bancontact and Wero platform. When it’s time to update your platform, you will receive an email from us with the scheduled switch date. This email will contain all the relevant information you may need.

If you use an integrated payment solution via an API key, your system update was planned for Sunday, 19 October 2025.

If you experience any issues with your payment solution and work with an integrator, please contact them to ensure the endpoint has been correctly updated. If you do not work with an integrator, please reach out to devsupport@payconiq.be for assistance.