Support

Contact Us

Please Contact Us for help, information or to book a One-to-One support call.

Please check the FAQ section for an immediate answer to some of the most frequently asked questions.

FAQs

If an answer to your question(s) is not available, you have spotted an issue on this page or you would like to learn more about B-Paid Lite, B-Paid Chip n’ PIN or the B-Paid One-to-One Support Service please feel free to Contact Us.

We have compiled a list of the most frequently asked questions below. We hope you find the information useful.

Table of Contents

B-Paid Lite[top]

Account[top]

I cannot log in?[top]
Please request a password reset and allow 10-15 minutes for the e-mail to be delivered to your inbox. If, after that time, you cannot find the e-mail, please check the spelling of your address and make sure the message did not get trapped in your spam/junk folder. Once you have received your new password:
  • We recommend copying the new password from the reset e-mail, carefully avoiding not to select any whitespace around it. If you decide to type your password by hand, be careful of look-alike characters, e.g., lowercase L and the digit 1
  • Please note that your password is case-sensitive for security reasons, e.g., lowercase a is not the same as uppercase A
  • If you get prompted to override any existing passwords, please select Yes to continue
  • If you have your password stored, please clear the password field and enter it again as advised above
How do I change the password to something I can remember?[top]
You need to open up your account page by either selecting your e-mail address from the Dashboard page or alternatively select the Account text at the bottom of any page while logged in.
You can then select the Change button which allows you to update your password.
I requested a new password but it hasn’t arrived yet?[top]
Please check your spam/junk folder for an e-mail from B-Paid.
Make sure you have spelt your address correctly – look for your initial invoice when you first subscribed to B-Paid and check the e-mail address with which you signed up.
Is it possible to use the same account on multiple devices?[top]
There are no restrictions on the number of connected devices. You may use the mobile app on your phone and the desktop app on your laptop without any issues. In fact, if you have a second laptop/phone, you can connect it as well.
What does “Referral code or Distributor/ Consultant/ Representative ID” mean?[top]
The referral code or Distributor/ Consultant/ Representative ID is used during the sign up process to show you have been sent to the website by one of our existing Users or through a special offer we may be running.
I would like to cancel the service[top]
No data will be removed from your account and your catalogue, payment gateways and account settings will be preserved* should you choose to do this. With regards to cancelling the service, it’s a simple process:
  1. Log in to B-Paid using your e-mail & password
  2. You need to open up your account page by either selecting your e-mail address from the Dashboard page or alternatively select the Account text at the bottom of any page whilst logged in
  3. Scroll to the bottom of the page and select Cancel
  4. Confirm your cancellation
You can then re-subscribe at any time by following the Renew Now/Upgrade button.
How do I change my bank/card details?[top]
To change your bank/card details, please cancel your current agreement and then you can re-subscribe using your new card details. In order to do so, please follow the steps below:
  1. Log in to B-Paid using your e-mail & password
  2. You need to open up your account page by either selecting your e-mail address from the Dashboard page or alternatively select the Account text at the bottom of any page whilst logged in
  3. Scroll to the bottom of the page and select Cancel
  4. Confirm your cancellation
  5. You will be returned to your Account page, select Renew Now/Upgrade
  6. Re-subscribe using your new card details – follow the on-screen prompts to complete your upgrade

Devices[top]

Can I use B-Paid on my device?[top]
To see if your device is supported, please visit http://b-paid.com/c on the browser installed on your device. If you get a green tick and no amber exclamation marks, you can use the service with your device and all features should be supported.
We are actively developing and testing B-Paid on iOS 4.1+, Android 2.1+, BlackBerry OS 6 & webOS 3.
I cannot log in on my phone but I’m able to on my computer?[top]
  • Please make sure cookies are enabled on your mobile device
  • Please make sure you don’t have any apps installed blocking B-Paid or any other software that could interfere (e.g., anti-virus, firewalls, etc.)
  • Please also make sure you are typing your e-mail address & password correctly – be careful of look-alike characters, e.g., lowercase L and the digit 1. Please note that your password is case–sensitive for security reasons, e.g., lowercase a is not the same as uppercase A.

BlackBerry[top]

Is my BlackBerry compatible with B-Paid?[top]
Your BlackBerry is compatible if you are running or can upgrade to OS 6. Versions 4 and 5 are not supported as they lack a modern web browser.
How do I download the B-Paid app to my BlackBerry?[top]
BlackBerry devices don’t support an option to download the B-Paid app. You can bookmark the app in your browser and access it from your Favourites menu.

iPhone[top]

Can I access B-Paid as an app on my iPhone or do I have to open it in my browser?[top]
B-Paid is not a traditional iPhone app in the sense that it is not being distributed & installed through the official App Store.
To get B-Paid on your iPhone, please follow the steps as explained in the screen walk-through.
I cannot get my iPhone to log in[top]
Please connect your iPhone to iTunes and download any software updates made available from Apple – these usually resolve quite a big number of issues and it may be the case you are running an older version of iOS (we require at least iOS 4.1).

PayPal[top]

Are there any fees over and above the monthly fee, i.e. transaction fees?[top]
B-Paid does not charge per transaction fees, just a small, flat monthly fee of £4.95.
When you set up a PayPal account, it is subject to PayPal fees which are published on their website.
The standard rate for receiving payments for goods and services is 3.4% + 20p per transaction. You may choose to pass on this to your Customers by adjusting the prices in your Catalogue or adding a separate catalogue item, i.e., Card Transaction and an appropriate fee.
How much does the Customer pay for each transaction?[top]
The Customer does not pay for the transaction (as long as they clear any outstanding balances on their card; standard credit card terms apply).
If I already have a PayPal account, is it automatically integrated with my B-Paid account?[top]
In order to use B-Paid, you need to have a PayPal Business Account. If you have simply registered with PayPal to complete a payment on-line, it is likely that you have a Customer account which needs to be upgraded to a Business one. We have provided a comprehensive all-in-one wizard which will guide you through setting up PayPal, linking it with B-Paid and taking your first payment.
Does the Customer have to have a PayPal account?[top]
Your Customers do not have to have a PayPal account.
B-Paid uses PayPal to process credit cards. You will find that many of your Customers already have a PayPal account in which case they only need to log in with their e-mail & password and confirm the purchase. If they haven’t used PayPal before or don’t wish to set up an account, they would need to enter the card number, name on card and expiry date to complete the purchase.
Can I register a B-Paid account with just my bank account only, so no PayPal?[top]
To take payments on any web site, you need to make a connection between the internet and your bank. What you need is a payment gateway – this is provided by specialist companies such as the two B-Paid currently supports – PayPal and SagePay. We are planning to grow the number of companies we support over time.
If you choose to use SagePay, money goes straight into your bank account. Please note that you also need an Internet Merchant Number from your bank. More information on obtaining a merchant number is available here. More information about the delays before your funds are made available to you is available here.
How long does it take for funds to become available?[top]
With PayPal, funds are almost immediately available in your on-line PayPal account. Withdraws usually take between 2-3 business days depending on the bank you work with.

Orders[top]

How do I place an order for a Customer?[top]
In order to take a payment from a Customer, please follow the steps below:
  1. Log in to B-Paid using your e-mail & password
  2. At the top of the screen, select Apps
  3. Select your application – B-Paid Mobile for mobile devices or B-Paid Desktop for laptop/computers. You can bookmark this page for future transactions and to avoid steps 1-3
  4. Select the item(s) from your On-line Catalogue to create an order and select Process
  5. Enter your Customer details (e-mail, name, postcode) and Continue – these details are stored for all future transactions. The postcode is an address look up and you may need to select a house number or name
  6. Select Proceed to Payment and follow instructions including selecting the card type
  7. Customer enters card details – this can be done on a smartphone, tablet or PC
At this point both you and the Customer receive an e-mail to confirm the payment transaction is complete. The Customer’s card details can never be retrieved.
I have created a few test orders, how can I delete them?[top]
There is currently no delete option in History. You can filter by Not Paid, Card and Cash to differentiate the types of payment to identify easily your test orders.
What is a 10-digit PIN?[top]
The PIN number is designed to be handed to your Customers to complete the purchase from the comfort of their home or while on the go.
If you are using the mobile app, you will be given an option Customer Review at the end of the order creation process. Tapping on that button will take you to a new page where your Refund Policy, Terms and Conditions and Privacy Statement documents are shown. On this page also you will be given the PIN number and the web address for your Customer to complete the order remotely.
If you are using the Desktop app, after creating an order, you use the Checkout button which takes you directly to the confirmation page to review and enter Customer details. Copy the web address from your browser and share it with your Customer to complete remotely.
As part of the process above, your Customers access their personalised orders at any time and complete the payment securely. You will get notified of the purchase via e-mail. This method is convenient if you do sales over the phone as your Customers are not obligated to share credit card details with you. It also means they can complete without the card being present if they already have a PayPal account.
Do I need to have internet access in order to take a payment?[top]
Yes, B-Paid requires an internet connection as you will have to connect to PayPal/SagePay to take payments. If you are using an iPhone or an Android device, the mobile app can work in offline mode, allowing you to create an order and connect to the internet only at the point where you are ready to take a payment. This works over 3G and Wi-Fi, however on some 3G networks the initial experience may be slow and it will improve as you take subsequent payments.
International usage[top]
We have launched in the UK and at present support payments in Sterling only. We will slowly be rolling out other currencies, such as the Euro and US Dollar. Unfortunately at this time there is no workaround available to take payments in other currencies or outside of the countries we have launched in (UK & Ireland).
Is the e-mail mandatory for taking payments? What if my Customers don’t have one?[top]
The e-mail field is mandatory. There are two main reasons for this:
  1. We send an electronic invoice to your Customers upon completing an order
  2. The telephone field is optional, therefore there should be at least one other way of contacting your Customers should you ever need to

There are no restrictions on what e-mail addresses you can use as long as they are in an accepted format. You can create a new e-mail account which you could use in such cases – ‘your.name-orders@domain.com’ for example.

You will then likely receive two copies of the order invoice. You should print one of them and pass it on to your Customers if you haven't invoiced them yet or if you haven't offered them a purchase receipt.

Catalogue[top]

I have changed products in my catalogue on the computer, but they do not appear in the mobile app on my phone?[top]
When you open up the mobile app for the first time, it is downloaded on your phone. The next time you bring it up again, B-Paid will load from the phone, not from the internet resulting in a much snappier user experience. As you make changes to your on-line catalogue, i.e., add or remove products, those are recorded and available on the desktop immediately. When you open up the mobile app, however, you may be surprised to discover it has not yet updated with your changes. This is because it was loaded from the phone memory and not from the internet. To see your changes, scroll to the bottom of the page, click on App Updates → Check for Updates. Apply and restart the app if prompted.
I would like to create my catalogue from a spreadsheet, how is it formatted?[top]
To upload a spreadsheet containing all your products it should have three columns, each with the correct label in the first row. It can have many rows of products/services with their prices. New products with new unique PRODUCT IDs will be added to your catalogue. Products or services with PRODUCT IDs that already exist in your catalogue will not be updated. To update these products or services first delete them from your catalogue then upload the spreadsheet to replace them.

It is important to keep the PRODUCT ID unique for every product or service you include.


Sample Spreadsheet

Domains[top]

Do I need to purchase a domain name?[top]
The short answer is: you don't. When you sign up, we automatically allocate the best available alias for your account and assign it to a unique web address which you can share with your Customers. This could look like this: http://b-paid.com/user/stationery. Your Customers can visit this page and purchase goods and services from you (you will in turn receive an e-mail for every order processed).

If you wish to have a unique web address assigned to your on-line catalogue, you can opt-in to use your own domain name. You need to configure B-Paid to recognise your domain by updating your Account settings.
How do I set up my domain for use with B-Paid?[top]
Users may choose to purchase a domain name from third-party web address providers in order to create an enhanced internet presence. To use your own web address follow these instructions:
  1. Contact your domain name provider or access a facility whereby you can control your DNS settings:
    • Point your A ‘@’ record to the following IP address: 31.222.149.180
    • Ensure a CNAME ‘www’ record exists and point it to your A ‘@’ record
    Please do not use forwarding or masking as those will not work. If you are not technical or need assistance with these DNS settings, please contact your web address provider. We have also provided more detailed steps for 123-reg and GoDaddy below.
  2. Allow 24-48 hours for changes to be accepted. This step is very important as domain name updates propagate very slowly and usually take at least 24 hours (on rare occasions up to 48 hours) to reflect any changes made
  3. Confirm your changes are accepted by using a free service such as intoDNS. Scroll to the bottom of the report page until you are able to see the WWW section
  4. Log in to B-Paid using your e-mail & password
  5. You need to open up your account page by either selecting your e-mail address from the Dashboard page or alternatively select the Account text at the bottom of any page whilst logged in
  6. Under Profile select Change
  7. Under Account Details Alias” select I wish to use my own domain instead
  8. Enter your purchased domain. Please do not enter ‘www.’ in front of the domain name. This will ensure your web address is accessible when typed with and without the ‘www.’
  9. Select Save
Open up your web address in a new browser window. You should now be able to see your on-line catalogue. If this is not the case, allow an additional 24 hours for DNS changes to be accepted. If after this time you are still unable to see your catalogue, please get in touch and we may be able to assist.

GoDaddy Settings[top]

How do I set up DNS on my domain for use with B-Paid?[top]
Log in to your GoDaddy account:
  1. Along the top menu move your mouse over Domains
  2. Select Domain Management under Management on the bottom right-hand side of the pop-up
  3. Select your desired domain name from the list
  4. Select Launch under the DNS Manager section
  5. Within the A (Host) section locate the row beginning with @. Go across to the Points to column of this row and select the pencil icon to edit
  6. Within the text box under the column Points to replace any existing content with the following 31.222.149.180
  7. Within the CNAME (Alias) section locate the row beginning with www. Go across to the Points to column of this row and select the pencil icon to edit. If there is not such entry, use the Quick Add button to create one.
  8. Within the text box under the column Host ensure content reads www
  9. Within the text box under the column Points to replace any existing content with the following @
  10. Select Save Zone File at the top and confirm

123-reg Settings[top]

How do I set up DNS on my domain for use with B-Paid?[top]
Log in to your 123-reg account:
  1. Select your desired domain name from the list
  2. Select Manage
  3. Scroll down until you are able to see the A, CNAME and TXT records section
  4. Change the @ IP address in the Content box to 31.222.149.180
  5. Change the www IP address in the Content box to 31.222.149.180
  6. Select Update DNS

Other Domain Name Providers[top]

How do I set up DNS on my domain for use with B-Paid?[top]
We are sorry, but we are unable to provide any detailed instructions for other domain name providers at this time. If you were successful in applying the above settings in a provider not listed on this page, we would very much like to hear from you.

B-Paid Chip n’ PIN[top]

Is B-Paid Chip n’ PIN the same as those used in shops?[top]
Yes, there are standalone (wired) and mobile SIM card terminals so you can take payments anywhere there is a signal. It also is linked to four mobile networks so the likelihood of you being in signal will be so much greater.
How will I access my merchant account to take orders over the telephone?[top]
Once your application has been confirmed, you will receive login details to your account through the internet.
How long does it take to receive the terminal?[top]
Our partner aims for a quick turnaround and in many cases are sending the terminal in 2 weeks.
Do I undergo a credit check?[top]
Yes, but it is a shadow credit check, so will not leave history or affect your score in any way.

Setup Wizard

Please use the step-by-step Wizard which has been designed to help you configure PayPal to work with your B-Paid Lite account.

Please follow each instruction – your screen will split into two – the top screen will have instructions and the bottom screen will be live screens for you to complete.

If you encounter any issues, please contact the Helpdesk team on 01491 839962. We can also offer you our One-to-One Setup and Training Service which gives you up to 1 hour of personal telephone support to get you up and running for a one-off fee of just £15.00.

If you have any comments or suggestions on how we can improve the coach, please Contact Us.

One-to-One Setup and Training Service

If you do not want to go through the setup process yourself, why not take advantage of our One-to-One Setup and Training Service. This is a One-to-One process undertaken over the telephone. Call us on 01491 839962 to book a time slot where you can be in front of your computer and preferably a landline too. A landline makes it much easier when we show you how the service works on your mobile.

We will call you at the agreed time and then remotely connect with your computer to get you set up. Don't worry, we do not see any of your bank details and you keep full control over your passwords by typing them in yourself - we cannot see them and do not want to know them either. B-Paid will never ask you for any of your personal details and please do not offer them to B-Paid staff.

The One-to-One Setup and Training Service gives you up to 1 hour of telephone support for just £15.00. Call us now on 01491 839962 to book a slot.

Terms and Conditions Apply