Below is a compilation of our most frequently asked questions in relation to Collins Pay and card authentication.
Security
Are both systems PCI compliant?
Yes, they're both fully PCI compliant.
What security is involved when a customer makes a payment or authentication?
When a customer makes a payment or authentication, various checks are automatically made on the card, including Card Verification Code Check CVC and Address Verification based on the postal code.
If the post code doesn't match the post code that the card is registered to, the customer is taken through 3D Secure. The customer's bank makes the decision on whether the payment is allowed or declined.
If you hold the money on Collins Pay Option B, is it all secure?
Yes, we use secure client bank accounts for Collins Pay.
While the money is taken by DesignMyNight, we have no access to the funds in these accounts.
Our automated system sends the funds to your bank account within one to two working days.
Collins Pay payments and information
How long does it take for us to get the money on Collins Pay?
If you're using the API Collins Pay, Option A, the money taken from the client goes straight into your account.
If you're using our Collins Pay, Option B, the money takes one to two working days to appear in your account.
How do we reconcile our Collins Pay accounts?
For claimed card authentications, statements are automatically sent to you. For Collins Pay transactions, you can run the Collins Pay Payments report.
How do the Collins Pay funds appear in our bank account?
Once a day, we complete a bulk transfer of the funds. These appear in your account from WFL Media LTD.
To view the transfers, use the Bank Transfers report in Access Collins. This report sorts by customer reference, so you can see the make-up of the transfer.
Can Apple Pay and Google Pay be used with Access Collins?
It's not currently possible to use Apple Pay or Google Pay with Access Collins.
Card authentication
Do we get charged for using the card authentication system?
Authenticating your client's card is a completely free service within Access Collins.
If you need to claim the money from your client, there's a transaction fee applied for taking the money from the client's account and putting it into your account.
How quickly do we get the claimed money from a card authentication?
We include claimed money from a card authentication in our normal Collins Pay bank transfers.
If you're using the API Collins Pay, Option A, the money taken from the client goes straight into your account.
If you're using our Collins Pay, Option B, the money takes one to two working days to appear in your account.
Do you put a shadow on our clients' cards with card authentication?
No, there's no shadow, and the funds aren't held.
Our system checks that the card belongs to the holder and does a risk check.
If the client closes their card or account, you wouldn't be able to claim the money.
With Collins Pay and card authentication, who holds the card details?
We use Stripe, a secure payment system, to run both.
Therefore, neither you nor we gets access to the card details.
These are securely stored in Stripe's cloud. Stripe stores the card details for up to three months.
Troubleshooting
The customer can see on their app that the payment's been taken, but we never received it.
If the customer used an app-based mobile bank card to pay and the payment was not successful, the payment may still appear as having left the account.
Some banks don't have a pending transactions section and show all payments as pending or confirmed in the same transaction list.
If the payment hasn't been taken, the record either automatically updates or disappears from the transactions list after a short period of time.
If this has not happened after a few days and the payment still remains, please contact your online bank directly.
What happens if the customer emails their card details to us?
Access Collins automatically masks any emails containing a valid card number.
If your customer emails you with credit card details, Access Collins will automatically mask certain inbound emails that include credit card details.
In the email from Access Collins, you will see the message: This message contained sensitive credit card information and has been masked.
There is no way to view this information. You can take payments through Collins instead.
The system will block any emails that include credit card numbers in different formats.