FREQUENTLY ASKED QUESTIONS

1. Payment Solutions

a. Face-to-Face Payment Solutions

b. Unattended Payment Solutions

  • All our solutions are inclusive of online dashboard or back-office where you can monitor and manage your store’s transaction.

2. Payment Devices

  • VPI Smart Terminal
  • VPI Smart Terminal+
  • VPI Smart Terminal Lite
  • VPI Unattended Smart Terminal

3. Support Services

  • Nationwide Delivery
  • Merchant Orientation
  • Customer and Technical Support
  • Repair and Maintenance of payment devices
  • Terminal Customization/Kitting

What is a face-to-face payment?

Face-to-face payments are payments done within the store or during a delivery


What is a Face-to-Face Payment Solution?

A face-to-face payment solution allows a secure way to process payments in person. In this solution, VeritasPay enables businesses to easily accept and process card-based payments and other alternative payment methods under one payment device. This solution best-fits anyone with a physical store and/or a delivery service.


What is an unattended payment?

Unattended payments are when customers are able to complete a purchase using self-service devices – vending machines, ticketing kiosks, pay-at-pump stations, are some examples.


What is an Unattended Payment Solution?

VPI’s unattended payment solution equips self-service machines with a payment terminal and application that enable an entire transaction process. It can accept credit, debit, loyalty card, e-wallet and other forms of payments. This solution best-fits any business that provides self-ordering machines, kiosks, ticketing stations, and other related self-service machines.


What are the available smart terminal devices?

Click the Menu dropdown above. You should be able to view our devices under the Devices column.


How do VPI Smart terminals work?

Our VPI smart terminals have an insert, tap, and swipe function for card-based payments. Additionally, the camera can be used for QR code payments.


Do the devices have warranty?

Yes. We offer a one-year warranty for troubleshooting and repair. In certain cases, we may also replace the device.


What are the modes of payment for the VPI Smart Terminals?

It can be purchased outright or via 12 months’ installment.


What happens after I complete the installment period?

After completing the installment period, you will have full ownership of the device.


How do I use my VPI Smart Terminal?

Upon delivering the device, our team will provide a thorough orientation on how to use it and basic troubleshooting. Should you have further questions, you can refer to our manual or you can contact our support team.


What are the ways to provide a receipt aside from printing via the terminal?

Our devices are fully capable of providing you with digital receipts. You can send it via email by tapping on the icon at the bottom of the transaction summary.


Is the full payment of the device required before delivery?

Complete payment is required based on the billing forwarded by VeritasPay before the products can be deployed, delivered, or provided to Merchant.


What would happen if I failed to pay the monthly installment price of my device?

If an installment is delinquent beyond the specified due date, VeritasPay may declare all payables due and demandable. Also, VeritasPay may impose penalties and/or apply corrective actions for late or non-payment as deemed necessary.


Do you require advance payment for installment purchases?

VeritasPay may require advance payment/s for the devices when the payment mode is installment. Advance payment will be kept as a security deposit and shall be applied on the last term of the device payment.


What is a back-office?

The back-office is an online platform where the merchant can access and manage their store’s transaction and device data.


Is it free?

Yes. The VPI back-office is free and inclusive in all our payment solutions for the first three (3) user accounts. In excess thereof, each will be billed accordingly.


It’s my first time using a back-office. Is there a tutorial?

Yes. Upon logging in, there will be a downloadable guide on how to navigate the back-office.


How can I access my account?

Click the Login button and enter the login credentials. We sent the information to your e-mail address upon completing the registration process.


When can I start using my back-office account?

Upon registration, we will be sending you a welcome letter via e-mail that also includes your username and password. You can start using the back-office once you receive the login credentials.


I forgot my back-office username. What do I do?

Your back-office username is the e-mail address you used during the registration process.


Can I change my username or registered email address?

No, but you can contact our support team for further assistance.


I forgot my VeritasPay account password. What should I do?

Click Forgot Password in the VeritasPay back-office login screen and follow the instructions.


Do I get a notification for every successful transaction?

Yes. Once processed, the status of the transaction will be displayed on the terminal. It can also be managed and monitored in the back-office.


Where can I check my transactions report?

While on the back-office dashboard, go to the Transaction Management tab.


Can I monitor my device through my back-office account?

Yes. You can manage, monitor, and control your terminals conveniently via your back-office portal.


How much does it cost to use VeritasPay?

The rates vary on the payment solutions and payment program. You can visit our pricing page or you can contact our sales team for more info.


What are the charges that shall be deducted from me by VeritasPay?

It will include the corresponding rate(s) and fees laid out on your contract plus the applicable government-imposed taxes.


What type of businesses are suited for VeritasPay?

Any SEC and DTI-registered businesses are welcomed to apply.

We cater to all types of businesses, excluding those who are engaged in the following:

  • Escort services
  • Gambling operations, including virtual casinos
  • Firearms, ammunitions, and explosives
  • Non face-to-face prescription drug merchants/internet pharmacy
  • Non face-to-face tobacco product merchants
  • “Receipt of payment in advance” operation module
  • Pyramid selling or multi-level marketing

Do I need to register for an account?

Yes. We require our merchants to register for an account before proceeding with the application.


How do I register for an account?

a. Click the Register button located on the upper right corner of our website’s homepage.

b. Fill out the form – there is no cost or obligation to complete the application.

c. Once done, a welcome letter will be sent to your e-mail address with your back-office login credentials.


I already have my login details for the back-office. What’s the next step?

Click the Login button located on the upper right part of our website page. Go to the New Payment Solution tab and start your payment application.


Can I still apply even if my business is just a start-up?

Yes. All applications are welcomed provided that your business does not fall within the list of unacceptable industries and you are able to submit all the required business documents.


My business is not a corporation. Can I still avail of VeritasPay’s services?

Yes. We also cater to sole proprietors and partnerships. Other business set-ups may also apply as long as they have the proper business registrations.


My business is situated overseas. Can I still apply for VeritasPay services?

We only offer our solution to businesses situated in the Philippines. We are already working on expanding our services to cater to businesses located overseas.


My goods/services sell at a low price point. Can I still apply?

Yes, as long as you agreed with the fees provided by VeritasPay.


What are the documents that I need to submit to qualify for VeritasPay’s Payment Solutions?

The requirements would depend on the type of business that you have, which can be any of the following:

For Sole Proprietorship

For Partnership

For Corporation

The link for the list of required documents for each type of business is indicated in the welcome letter that we sent to your email address upon completing the registration process.


How long does the approval process take?

The approval process can take up to fifteen (15) working days once the application documents and other requirements are completed.


How would I know if my application is approved or declined?

You will receive an e-mail from VeritasPay stating the result of your application.


How long will it take before I receive my VPI Smart Terminal?

Upon verifying your payment, we will coordinate with our logistics partner for the delivery of your device. The delivery will typically take up to 5-7 business days, depending on the location.


What type of card payments are accepted on the Face-to-Face Payment Solution?

We accept Visa, MasterCard, BancNet, JCB, and China UnionPay.


What type of other payments are accepted on the Face-to-Face Payment Solution?

GrabPay, GCash, and Beep


Can I accept overseas-issued card payments?

Yes, as long as the card is part of the listed schemes we accept (Visa, MasterCard, etc.)


Do my customers need to apply for a VeritasPay account to pay for my services?

No. Your customers only need their e-wallets or debit/credit cards ready to pay for your products or services.


Does VeritasPay support NFC for in-store payments?

We can accept any contactless-enabled credit or debit card.


How long does it take to authorize card payments?

Payment authorization is processed in real-time.



How will I receive money for the payments I process?

All collected sales transactions net of applicable fees will be credited to your designated settlement account via PESONet. By standard, you can have one settlement account for each of the payment solutions approved on your merchant account, but you may also opt to use only one (1) settlement account for both payment solutions.


How often can I receive my settlement?

Our settlement frequency varies from daily, bi-weekly, or weekly basis, depending on merchant’s payment solutions and payment programs.


How can I change my receiving bank account information?

To update your bank information, please send a request to support@veritaspay.com and attach a copy of proof of bank account number (Passbook, Validated Deposit Slip, Validated Withdrawal Slip, Online Banking Screenshot, etc.). The document must meet the following requirements:

  • Bank account must be current and active
  • Must be one complete document containing account name and account number
  • Must be the same with the business name or owner as registered in DTI (for Sole Proprietorship only)

Why is my money not in my account?

Consider the following:

  • The bank is on a holiday (the processing should proceed once the bank’s operating hours resume).
  • The internet connection was interrupted when the transaction was being processed.
  • There was an unexpected error. Check if you have been notified via e-mail or SMS. You may also contact our support team for further assistance.

How can I get a copy of my merchant settlement report?

You will receive a statement via e-mail every day. It will detail all your payment information for the day, including deposits into your account, total sales volume, and charges. You can also access this information online in real-time through the back-office.


What is the MDR (Merchant Discount Rate)?

It is the percentage of the transaction amount that we charge to our merchant for providing authorization to accept card-based payments and other alternative payment methods.


What is a chargeback?

A chargeback is a procedure where the credit card issuer reverses all or part of the amount of a credit card sale back to the originating merchant in accordance with Visa and Mastercard’s regulations. It is initiated when a cardholder or a cardholder's bank disputes a charge against the cardholder's credit card account.


How do I challenge a chargeback?

In case you receive a dispute for any of your customer's transactions, you will need to provide the pieces of compelling evidence we need to challenge a chargeback.


I receive a chargeback / dispute, what should I do?

Following the card scheme rules, merchants must adhere to chargebacks as set by the card network. We will assist you in investigating the chargeback in which a separate email will be sent to you stating the chargeback information and all the required documents that you need to submit.


What are the reasons for chargebacks?

Chargebacks can be filed for a number of reasons, but the most common reasons are the following:

  • The merchandise delivered to the cardholder is damaged or defective
  • The cardholder returns the merchandise but did not receive a refund
  • The cardholder disputes a transaction as a fraudulent use of their card

How can I request for refunds or reversals?

Reversals (void or cancellation) can be processed on your end using the VeritasPay payment application but note that it can only be executed on the same day that the transaction was made. Refunds, on the other hand, are processed by VeritasPay on behalf of the merchant. You can simply send us your refund request via your back-office portal. All refunds are subject to our review and approval.


Can I cancel my refund request?

Once processed, a refund cannot be canceled.


What will the customers see on their bank/credit card statements after purchasing from a merchant?

The customers will see VeritasPay* <"Merchant Name">.

How long does it take to process void, reversals and refunds?

Reversals (void or cancellation) can be processed right after the transaction has been performed. However, reversals can only be processed within the same day. Transactions past the cut-off time will be considered a refund and the processing time will depend on the refund request of the merchant. All refunds are subject to VeritasPay’s approval.


How long does it take for my customer to take his money back after reversals or refunds?

Reversals (void or cancellation) may either take minutes or hours. Refunds will depend on the bank’s refund policies and procedures.


What is a rolling reserve?

A rolling reserve is a type of cash reserve that withholds a small percentage of all of a merchant's gross sales in a non-interest-bearing account for a predetermined amount of time before releasing the funds to the merchant.


Are my payments secured?

Yes. VeritasPay complies with the latest guidelines of the Payment Card Industry - Data Security Standards (PCI-DSS) and follows the latest encryption standards. Additionally, our company adheres to R.A. No. 10173 or the Data Privacy Act of 2012, its implementing Rules and Regulations, Memorandum Circulars, Advisories, and Advisory Opinions. VeritasPay aligns information security and data protection measures with local laws, the General Data Protection Regulation (GDPR) requirements of the European Union (EU), ISO/IEC 27002 information security best practices in order for us to ensure that we are at par with the industry standards.


Data Privacy Consent

Please note VeritasPay will process your personal information and sensitive personal information only upon giving us your express consent.

We may collect, use, communicate, disclose, utilize, protect, correct, dispose, and transfer your personal information or sensitive personal information for internal and recording purposes.

The information you will provide may also be used by us to verify the accuracy and authenticity of the information with third parties, such as but not limited to government agencies. We may also share your information with our business partner/s for purposes of providing you with our services.

You have the following rights:

  • The right to be informed that your personal data will be, are being, or were, collected and processed
  • The right to access the information we have about you as well as the purpose (s) and use thereof
  • The right to object further processing of your personal data
  • The right to erasure or blocking of your personal data submitted to us
  • The right to rectify any inaccurate information related to your personal data
  • The right to data portability or to obtain and electronically move or copy your personal data

That the processing of information above will be done in accordance to R.A. No. 10173 or the Data Privacy Act of 2012, its Implementing Rules and Regulations, Memorandum Circulars, Advisories and Advisory Opinions. For any data privacy concerns you may contact our data protection officer at DPO@veritaspay.com


Can VeritasPay help protect against fraud?

Yes. VeritasPay includes sophisticated fraud protection for merchants of every size, at no additional cost.


What if I have other concerns and questions?

You can contact us through the following:

Email – support@veritaspay.com

Call – (02) 8633-8902

FB Messenger


What are your support hours?

Our business and support hours are from Monday to Friday from 10 AM to 7 PM Philippine Time.


The register button is not responsive. What do I do?

Check your network connection and make sure you are connected to a stable network. You can also try clearing your cache and reloading the page. If the issue persists, click the Contact Us button on the upper right hand section of our website page to report the problem to our Support Team.


I can’t log in my back-office account. What do I do?

Kindly check if you have entered your login credentials correctly. If the issue persists, click the Contact Us button on the upper right hand section of our website page to report the problem to our Support Team.


My smart terminal app keeps on crashing. What do I do?

Consider the following:

1. Restarting the app and/or your device.

2. Closing the app and logging-in after a few minutes.

3. Clearing the cache of the app and/or your device.

4. Checking if you have a stable internet connection.

If the app continues to crash, you may contact our Support Team for further assistance.


My payment app is too slow. What do I do?

Clear the cache of the app and/or your device. If applicable, you can also try closing other running apps in the background. If the problem persists, you may contact our Support Team for further assistance.