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.

To log in to the Merchant Portal, go to merchant-portal.bancontact.net and follow these steps:

• Click on ‘Forgotten password’.
• We will send you an e-mail to set your password.
• Click on the link in the e-mail and choose your password. You can now log in to the Merchant Portal.

If something goes wrong, please contact our Support team via the contact form.

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.

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.

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.

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.

If you have implemented the Payconiq integration yourself in the past, please check the points below to see if something has gone wrong.

Did you work with an external integrator for the integration? If so, please contact your integrator directly and share the information below with them so that they can check whether any adjustments are needed to ensure that your system can accept transactions correctly.

• Was the correct new endpoint URL used? Please check carefully that https://merchant.api.bancontact.net was used. For more information about the URL(s) that apply to your product, please consult the documentation and guidelines on the developer portal: https://docs.payconiq.be.

• Ensure that your API key has been updated in the production environment.
  • To view your existing API key, log in to your Merchant Portal (https://merchant-portal.bancontact.net).
  • If you have any questions about your API key, please contact info@payconiq.be.

Please note: keep in mind that the API key you received for the pre-production environment can only be used within this specific pre-production environment.

• If you have a problem with the application of the API, please pay close attention to the specific characteristics of these pages:
  • Payment V3 API: https://docs.payconiq.be/apis/merchant-payment.openapi.
  • Payment Refund Service API: https://docs.payconiq.be/apis/refund-public.openapi (optional – only if applicable to you).
  • Merchant Reconciliation API: https://docs.payconiq.be/apis/merchant-reconciliation.openapi (optional – only if applicable to you).

• Network: ensure that these URLs are correctly whitelisted:
  • https://merchant.api.bancontact.net/v3/payments.
  • https://payconiq.com/pay/2.
  • https://qrcodegenerator.api.bancontact.net/qrcode (optional - only if applicable to you).

Please note: if you also need to add the IP addresses to the whitelist, please contact devsupport@payconiq.be.

• When setting up the callback URL, please ensure you follow the specific documentation guidelines on the developer portal: https://docs.payconiq.be/guides/general/callback052025#one-way-tls-encryption-support.

Ensure that the format of the signature, headers, and fields is correctly applied according to the above guidelines.

The developer portal https://docs.payconiq.be is your main source of information. If you cannot find a solution based on the above, please do not hesitate to contact devsupport@payconiq.be and share the following information:

• Merchant ID
• Exact timestamps of the calls
• IP address used
• API call body