How can we help?
We maintain the high quality of our products and services to the best of our abilities.
Whether it’s quick troubleshoots, product/service inquiries, or requests for on-site technical assistance, you can get a hold of our support agents.
1. Payment Solutions
Face-to-face Payment Solution
Online Payment Solution
Unattended Payment Solution
All of our solutions are inclusive of VeritasPay Hub, an online management tool where you can monitor and manage your store’s transaction data and more.
2. Payment Devices
3. Support Services
Customer and technical support
Repair and maintenance of payment devices
What is a face-to-face payment?
Face-to-face payments are payments made within the store or during delivery.
What is a Face-to-Face Payment Solution?
A face-to-face payment solution allows for a secure way to process payments in person.
VeritasPay offers two solutions: VeritasPay OnePOS allows businesses to process card and QR code payments under one payment terminal, while VeritasPay Mobile enables businesses to generate and accept QR code payments on their smartphones.
What is an online payment?
Online payments are card or e-wallet payments made through the internet.
What is an Online Payment Solution?
An online payment solution is any internet-based method of processing payments.
VeritasPay offers two solutions: VeritasPay Checkout provides ecommerce stores a secured checkout page that can accept credit and e-wallet payments, while VeritasPay EasyLink enables businesses to generate payment links that can be sent to customers via instant message or SMS for completion.
What is an unattended payment?
Unattended payments are when customers are able to complete a purchase using self-service devices – vending machines, ticketing kiosks, and pay-at-pump stations are some examples.
What is an Unattended Payment Solution?
VeritasPay’s unattended payment solution, ExpressPOS, equips self-service machines with a payment terminal and application that enables an entire transaction process. It can accept credit, debit, loyalty card, e-wallets and other forms of payments.
What are the available payment terminals?
How do VeritasPay payment terminals work?
Our payment 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.
However, note that device damages or shortages caused by accidents/negligence will not be covered by the warranty.
What are the modes of payment for VeritasPay's payment terminals?
It can be purchased outright or leased for 24 months
What will happen if I complete the leasing period?
You will have the option to renew or continue your subscription to the service
I don't know how to use a terminal. Will there be an orientation?
Merchants within Metro Manila will be given an orientation upon delivery. If the merchant is outside Metro Manila, there will be a scheduled virtual orientation.
What are the ways to provide a receipt aside from printing via the payment terminal
Our devices can send out digital receipts via email and SMS. You can learn more from the merchant orientation, free user manual, or our customer support.
Is full payment of the device required before delivery?
We will require complete payment for outright purchases before the delivery and deployment. We'll require an initial payment equivalent of 2 months advance leasing amount plus delivery fee for leasing. The amounts will be indicated in the proposal.
What would happen if I failed to pay the monthly installment price of my device?
If leasing is delinquent beyond the specified due date, VeritasPay may declare all payables due and demandable. VeritasPay may also impose penalties and/or apply corrective actions for late or non-payments as deemed necessary.
Do you require advance payment for leasing purchases?
VeritasPay may require advance payment/s for the devices if the payment mode is leasing. The advance payment will be kept as a security deposit and applied to the last term of the device payment.
What would happen if we discontinue the service or subscription before the contract ends?
If the merchant terminates the contract within the first year of effectivity, they would be liable for an early termination fee equivalent to the remaining monthly lease of the terminal.
What is VeritasPay Hub?
VeritasPay Hub is an online dashboard where the merchant can monitor their sales and manage their store’s various data.
Is it free?
Yes. VeritasPay Hub is free and inclusive in all our payment solutions.
It’s my first time using a VeritasPay Hub. Is there a tutorial?
Yes. Upon logging in, there will be a downloadable guide on how to navigate VeritasPay Hub.
Our Merchant Support Team can also orient you upon request.
How can I access my account?
Click the Login button on the rightmost corner of the navigation bar and enter your login credentials. The information will be sent to your e-mail address upon completing the registration process.
When can I start using my VeritasPay Hub 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 VeritasPay Hub username. What do I do?
Your VeritasPay Hub 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 in the payment terminal. It can also be managed and monitored in VeritasPay Hub.
Where can I check my transactions report?
While on VeritasPay Hub’s dashboard, go to the Transaction Management tab.
Can I monitor my device through my back-office account?
Yes. You can manage and monitor your payment terminals conveniently by accessing your VeritasPay Hub account.
How much does it cost to use VeritasPay?
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.
You may contact firstname.lastname@example.org for more information.
What type of businesses are suited for VeritasPay?
Any SEC and DTI-registered businesses are welcome to apply.
We cater to all types of businesses, excluding those who are engaged in the following:
Gambling operations, including virtual casinos
Firearms, ammunition, 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 Login button located on the rightmost corner of the navigation bar. Once at the page, click Register.
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 VeritasPay Hub login credentials.
I already have my login details for VeritasPay Hub. What’s the next step?
Click the Login button located on the rightmost corner of the navigation bar. 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.
Do I need a website to qualify for VeritasPay’s services?
It is only required for VeritasPay Checkout.
I need an online payment solution, but my website is still under construction or maintenance, can I still proceed with the application?
An up and running website is required for VeritasPay Checkout.
What are the website requirements needed for my application?
Electronic commerce via the internet poses additional privacy and security concerns. This elevates the need for VeritasPay to conduct a thorough assessment of online merchants. Website compliance normally requires the following:
The goods and services are consistent with the application and properly described
The business address and phone number are consistent with the application
The currency should be in PHP or consistent with the applying processing currency
All URLs associated with the business should be working as intended
The country of record is listed
The card scheme logos are properly displayed
My company operates more than one e-commerce site. Do I need multiple merchant accounts?
There is no need to create multiple accounts if your websites are under the same business legal name. If the websites are under a different legal business name, then an account for each is required.
My goods/services sell at a low price point. Can I still apply?
Yes, as long as you agree 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:
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 VeritasPay payment 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 3-5 business days in the NCR and up to 7-10 days in Visayas and Mindanao.
When can I start using VeritasPay services?
For face-to-face payment solutions, it's once we have delivered the device(s).
For the online payment solutions, it’s as soon as you complete the integration.
How can I integrate VeritasPay into my website?
We will provide you the test API (Application Programming Interface) documentation to connect to our test system. After successfully testing the system, we will send you the production credentials to start processing live transactions.
How long does it take to integrate the VeritasPay payment gateway on my website?
This will depend on how fast your developers complete the needed set-up on your website to connect it to our payment platform. On our end, we will make sure to provide your team with the required API documentation and any immediate technical assistance that the situation prescribes.
What type of card payments are accepted on the face-to-face Payment Solutions?
It varies on the solution:
What type of card payments are accepted on the Online Payment Solutions?
VeritasPay Checkout and VeritasPay EasyLink both accept Visa, Mastercard, and GCash
What type of card payments are accepted on the Unattended Payment Solution?
Veritas ExpressPOS accepts Visa, Mastercard, GCash, and GrabPay.
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 all payment solutions.
How often can I receive my settlement?
Our settlement frequency varies from daily, bi-weekly, or weekly basis, depending on the 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 email@example.com and attach a copy of proof of bank account number (passbook, validated deposit slip, validated withdrawal slip, or online banking screenshot). 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 VeritasPay Hub.
What is the MDR (Merchant Discount Rate)?
It is the percentage of the transaction amount that we charge to our merchant for authorized 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 evidence we need to challenge a chargeback.
Note that the required documents may vary in each case, but the most common are print/digital receipts.
I received 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 returned 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 or before 9:00 PM. Transactions made after 9:00 PM are subject for refund.
Refunds, on the other hand, are processed by VeritasPay on behalf of the merchant. You can simply send us your refund request through your VeritasPay Hub account. 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.
What if I have other concerns and questions?
You can contact us through the following:
Facebook Messenger: m.me/veritaspay
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 if your network connection is stable. You can also try clearing your cache and reloading the page. If the issue persists, go to our Contact Us page to report the problem.
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, go to our Contact Us page to report the problem.
My payment terminal app keeps on crashing. What do I do?
Consider the following:
Restarting the app and/or your device.
Closing the app and logging-in after a few minutes.
Clearing the cache of the app and/or your device.
Check if you have a stable internet connection.
If the app continues to crash, you may contact our Support Team at firstname.lastname@example.org for further assistance.
My payment app is too slow. What do I do?
Consider your network connection or try clearing the cache of the app and/or your device.
If applicable, you can also try closing other running apps in the background. If the issue persists, you may contact our Support Team at email@example.com for further assistance.