Question 1

How do I change my linked bank account?

Accepted Answer

You can edit your bank account details directly from your Atoa account settings. Go to Settings and select Manage Bank Accounts . Click the three dots under the Action column next to the account you want to update, then click Edit . Make your changes and click Update details . How do I add a new bank account? You can add a new bank account from the same page. Go to Settings , select Manage Bank Accounts , and click the Add Bank Account button. Enter your new account details and click Add bank account . If you want this new account to receive billing payments, make sure you tick the box that says: Use this account for billing . All following transactions will then be paid into the new account. Can I have more than one bank account on my Atoa account? Yes. You can save multiple bank accounts at once and choose which account to use for receiving payments and which to use for billing. FAQs What should I do if I'm switching to a new bank account? If you're adding a new bank account and removing an old one, make sure you enable the new account for billing before deleting the old one. This ensures you don't miss any bill payments during the switch. Do I need to register my bank account under my business name? Yes, if you are a Limited Company or a charity. Your connected bank account must be registered under your business or charity name, not a personal name. What if my bank account details are showing as invalid? Double-check that you've entered the correct sort code and account number. A small typo is the most common cause of an invalid details message. Correct the details and try again. If you run into any issues that can't be resolved from your settings, contact us at hello@paywithatoa.co.uk and we'll help you get it sorted.

Question 2

Can I manage multiple businesses or locations from one Atoa account?

Accepted Answer

Home Account Can I manage multiple businesses or locations from one Atoa account? Yes. You can add and manage multiple business locations under one Atoa account. Each location operates independently with its own QR codes, payment links, and assigned staff, while you keep full visibility across all sites from your dashboard. To get started with adding a new location, get in touch with us at hello@paywithatoa.co.uk . Where can I see all my locations and their details? You can view all your locations in two ways. Option 1: Go to Settings and select the Manage Locations tab. All your locations and their details will be listed here. Option 2: Use the location drop-down menu at the top of your dashboard, select the location you want to view, and click Manage. Can I assign different staff to different locations? Yes. When adding or editing a team member, you can assign them to one or more specific locations. This means your staff only see and manage payments relevant to their site. Can I view payments separately for each location? Yes. Go to the Payments tab and use the location drop-down menu at the top to switch between sites. As you change the selection, the transactions shown will update to reflect that specific location. What if I want to remove a location? Contact us at hello@paywithatoa.co.uk and we'll help you remove a location from your account.

Question 3

I've been asked to re-verify my account, why? (Re-KYC)

Accepted Answer

I've been asked by Atoa to re-verify my account, why? Atoa often requests merchants to re-verify their account details as part of our continuous efforts to protect our merchants and consumers. We'll typically notify you via Email and Push Notification and give you 30-days to complete the process. This usually only takes about 3-4 minutes for a business owner to complete and helps us keep Atoa safe for everyone. While completing your account verification you'll be limited to accepting upto £20 in aggregate. What does re-verifying my account mean? Simply put, we need you to verify that the details we have on your are up to date and you have to share with us your Photo ID (Passport or UK Drivers License) and a recent Business Proof of Address (such as a Bank Statement, Utility Bill, Council Tax Bill, Phone Bill, etc) dated in the last 90 days. You can upload these documents by visiting the Atoa Business app on your phone or by logging into your Atoa web dashboard on your computer. What happens if I don't verify my account? For privacy and security reasons, we’ll close your Atoa account within 30 days of you being requested to complete account verification. I have a question about re-verifying my account information If you have any questions while completing your account verification please feel free to reach out to our Onboarding Team at onboarding@paywithatoa.co.uk . You can also reach out to our UK-based Care Team by emailing hello@paywithatoa.co.uk or messaging us via Live Chat on our website.

Question 4

How do I manage my Atoa account?

Accepted Answer

Managing your Atoa account is straightforward whether you're at your desk or on the go. From adding your team and tracking payments to updating your settings and keeping your account secure, everything is accessible from the Atoa Business Dashboard or the Atoa Business app . How do I access my Atoa account? You can manage your account in two ways - from the Atoa Business Dashboard on desktop, or through the Atoa Business app on your phone. Dashboard: Log in at dashboard.paywithatoa.co.uk App: Download the Atoa Business app free from the App Store or Google Play How do I add and manage my team? You can add staff to your Atoa account manually, invite them remotely via a link, or they can add themselves using a sign-up flow. For full instructions, see How do I add employees? Once added, you can assign each team member a role based on what they need access to: Cashier – Can view their own transactions and process bulk payments. This is a default role and cannot be edited or deleted. Supervisor – Can manage staff, view all payments, and process bulk payments. This is a default role and cannot be edited or deleted. Admin – Has full access to payments, refunds, staff, bank accounts, settings, and billing. This is a default role and cannot be edited or deleted. If the built-in roles don't fit your team structure, you can create a custom role, give it a name, and assign it exactly the permissions you need. How do I manage multiple business locations? You can manage multiple locations from a single Atoa account, with full visibility across all sites from your dashboard. To add more business locations to your Atoa account, get in touch with us at hello@paywithatoa.co.uk. For more details, click here . How do I create and manage payment links? You can create payment links directly from the Atoa Business Dashboard or app. Go to the Links icon, tap New Link , enter the amount, and add the customer's phone number or email. The link is sent via SMS or email instantly. You can also: Add a note to each link (such as a customer name or reference) Set a reminder so customers receive a nudge to pay on time Toggle between paid and unpaid links to track outstanding payments For full details, see the Payment Links guide in our Help Centre. How do I download my transaction history or payment reports? You can export your transaction history directly from the Atoa dashboard in a few steps. Go to the Payments tab and click the Export button in the top right. A pop-up will appear where you can: Select a date range Choose your file format: CSV or PDF Filter by location (if you manage multiple sites) Click Export and the file will download automatically. How do I update my bank account details? You can add, edit, and manage multiple bank accounts from your Atoa account settings. You can also choose which account to use for receiving payments and which for billing. For a full walkthrough, click here . If you run into any issues, contact us at hello@paywithatoa.co.uk. How do I change my plan or subscription? Go to Settings , select Billing , then click on the Add-ons section. Growth and Advance plans are available here. Choose what suits your business best If your business turnover is over £150K and you need additional features or integrations, get in touch for a custom pricing plan tailored to your business. If you're unsure which plan is right for you, email us at hello@paywithatoa.co.uk and we can walk you through the options. How do I update my business details? Some business details, such as your registered business name or address, cannot be updated directly. If anything needs to change, contact us at hello@paywithatoa.co.uk as soon as possible and we'll update your account. How do I keep my account secure? Atoa uses two-step authentication or two-factor authentication (2FA) to give your account added protection. Owners and admins are required to set it up, it's mandatory and can't be turned off. Other roles log in using a one-time code sent to their email or phone. For full details on setting up 2FA, switching methods, recovering access, and managing trusted devices, see the Two-step authentication guide .

Question 5

Can I refer other businesses to Atoa?

Accepted Answer

Yes! If you know of another business who would really benefit from Atoa, you can send them a referral link from Atoa Business Dashboard, Atoa Business app and also the Atoa Pay app. The best part is, that when you refer a business to Atoa and they transact £1,000, you will earn a £30 reward!

Question 6

How does billing work?

Accepted Answer

It depends on how your customers pay. Pay by Bank – You receive 100% of the payment upfront into your business bank account. Atoa's fees are then collected separately once a month via Direct Debit, in line with your billing cycle. Card payments – Fees are deducted daily from your settlement amount. The amount that lands in your account each day is your total card takings minus the card transaction fees. Are there any hidden fees? No. Atoa is transparent about its pricing. The rate you're offered is the rate you pay. There are no hidden fees or surprise charges. How do I keep track of my bill? You can monitor your billing at any time through the Atoa app or dashboard. Your monthly invoice will reflect your current plan. What if I think I've been billed incorrectly? Get in touch with us at hello@paywithatoa.co.uk and we'll look into it straight away. For details on when customer payments land in your account, see When do I get paid?

Question 7

When do I get paid? (Settlements)

Accepted Answer

The moment a customer pays, the clock starts. Here's exactly when you can expect the money in your account, depending on how they paid. When does the money reach my account? It depends on how your customer paid. Here's a quick overview: Pay by Bank – Instant for small businesses / Next working day for larger businesses (approx. 3 AM) Visa / Mastercard – 2 working days (T+2) American Express – 3 working days (T+3) Card settlement times exclude weekends and public holidays. Pay by Bank settles every day. How does Pay by Bank settlement work? For most small businesses, Pay by Bank payments settle instantly. The money arrives in your account the moment the customer pays. For larger businesses, payments are consolidated and paid out the next working day. How does card settlement work? Visa and Mastercard payments typically settle within 2 working days. American Express payments settle within 3 working days. Weekends and public holidays are not counted as working days, so settlements may take a little longer over the weekend and bank holiday periods. When does Atoa charge its fees? It depends on how your customer paid: Pay by Bank – Fees are charged once a month via Direct Debit. You receive 100% of the payment from the customer upfront, and the fee is collected separately at the end of the month. Card payments – Fees are deducted daily from your settlement amount. The amount that lands in your account each day is your total card takings minus the card transaction fees. For full details on how billing works, see How does billing work? Do I need to manually reconcile payments? No. Every payment syncs automatically, so your records are always up to date. One less thing to think about. If you have any questions about a settlement or payment, contact us at hello@paywithatoa.co.uk .

Question 8

How to verify your business on Atoa

Accepted Answer

Why verify your business? When you first sign up with Atoa, there's a £20 limit on payments. Verify your business to lift this limit and continue enjoying low processing fees. But don’t worry, our verification process is super simple. To keep Atoa safe, we carry out a quick check of new users to confirm their identity and keep our platform safe. What we need from you A photo of your ID (passport or UK driver's licence). Something that shows your business address (like a utility bill, bank statement, phone bill, council tax bill, or tax document). A quick selfie so we can match it to your ID. Can any business get verified? We can't register small online-only businesses. You'll need to have a physical store as well as an online one and be able to prove you're trading from both. Using Atoa to take payments on places like Facebook Marketplace isn't allowed. If you do, your account will be suspended. Tips to make verification easy Have your ID and proof of business address handy. Take your selfie in a bright spot. Please read the verification instructions carefully to make sure your documents are shared in the correct format. Make sure each document is the original, hasn't been changed, and we can see all four corners with everything on it. We might need some more details or documents to verify your business. Keep an eye out for an email or a call from our team. Need more support with verification? If you're stuck verifying your business or need further help, please email us at onboarding@paywithatoa.co.uk .

Question 9

Does Atoa charge a minimum fee?

Accepted Answer

Our standard rate of 0.7% works out at about 70p in fees per £100. Instant payments at an unbeatable low rate can help boost your business' cash flow, giving you time to focus on growth. The business will be charged their plan (0.7% per transaction in most cases*) or 30p, whichever number is higher during that month. The 30p charge is paid directly to Stripe to maintain your Direct Debit mandate. You can view your monthly statements by opening your Atoa app, selecting My Account, clicking Billing and Billing History, and then selecting the month you would like to view. You can see your current month's usage by choosing Billing, Current Usage, and Plan. This will display your current use and estimated charges. Fees are collected by direct debit once a month. When a customer pays with Atoa, your business will receive 100% of the transaction amount instantly. We do not hold any of your funds. Larger businesses are eligible for custom pricing, which is significantly lower than 0.7% per transaction. We also offer capped fees for businesses with high average transaction values. Please contact us at hello@paywithatoa.co.uk for more information. Atoa recognises the importance of charity and its positive impact on communities. We offer a reduced transaction rate of 0.3% for all UK-registered charities. To qualify, you need to provide your UK Charity Number during registration. Please note that all pricing excludes VAT.

Question 10

My account has been suspended. How do I reactivate it?

Accepted Answer

If you believe your account has been incorrectly suspended, you can appeal our decision by sending us further information at hello@paywithatoa.co.uk . Accounts can be suspended for various reasons, and launching an appeal will start an investigation.

Question 11

Why did my Atoa Business account application get declined?

Accepted Answer

If your Atoa Business account application was declined, you can find more information on the reasons behind this decision in the relevant article on our Help Center. For specific concerns, reach out to our support team.

Question 12

How to update your password

Accepted Answer

What is a password? The default password for voiding transactions on your terminal is 9299 . For security reasons, we strongly recommend updating this to a unique code that is only known to authorised staff. We suggest you continue to change your password on a regular basis. How to change your Password Swipe your finger left from the right-hand side of the screen. Select "Settings" . Select Change Password . Enter " 9299" in the Old Password field. Enter your new passcode in the New Password field. Re-enter the same code in the Confirm Password field. Press Submit/OK to save. Your passcode is now updated. I've forgotten my Password Please have your Atoa administrator contact us via hello@paywithatoa.co.uk . We'll need your merchant name and the serial number of the relevant terminal (see the ten digit code on the back of your device).

Question 13

What is Rapyd Payments Limited?

Accepted Answer

Rapyd provides Atoa's card payment services. Rapyd is a major global card acquirer and provides payment services for leading brands such as Microsoft, Uber, Google, Facebook, and more. Rapyd Payments Limited is authorised by the Financial Conduct Authority (Firm Reference Number 900688). When registering for card payments you'll be required to sign Rapyd's Merchant Agreement Form and accept Rapyd's terms and conditions . When you receive your daily settlement for card payments it will come from "RAPYD PAYMENTS LIMITED".

Question 14

My card machine isn't working...

Accepted Answer

Troubleshooting Your Card Machine 1. Check the Basics 💡 95% of card machines issues can be resolved by following these two steps. Wi-Fi Signal: Ensure your terminal is connected to a strong and stable Wi-Fi network. Restart Device: Hold down the power button to restart the terminal. 2. Reach Out to Us If the issue persists, please contact the Atoa Support Team: Live Chat: Tap the chat icon on the bottom right of this screen. Email: hello@paywithatoa.co.uk 3. Information We’ll Need To help resolve the issue quickly, please provide: Your Business Name Your Terminal Serial Number (10-digit "S/N" code on the back of the device) A description of the error ( what you expected vs. what actually happened ) How long the issue has been occurring Your phone number (so we can call you if needed) 4. Remote Assistance Our systems allow us to remotely check and diagnose your terminal. Your PAX A920 Pro has a 12-month limited warranty (which excludes loss and accidental damage).

Question 15

What is two-step authentication (2FA)?

Accepted Answer

Two-step authentication (2FA) or two-factor authentication adds an extra layer of security to your Atoa account. Along with your password, you'll need a one-time code each time you log in, either from an authenticator app or sent to your phone via SMS. This helps protect your account and your payments, even if someone else knows your password. Who needs 2FA? Account owners and admins: 2FA is mandatory and cannot be turned off Supervisors, cashiers, and custom roles : 2FA is not required. These users log in using a one-time code (OTP) sent to their email or phone each time How to set up 2FA? You’ll be prompted to set this up when you log in. If you’re an existing user, you may see a prompt asking you to log out and create a password first Create a strong password to protect your account Once done, you’ll be guided through setting up 2FA You can also set it up anytime from Security And Control in your account settings. How does 2FA work? When setting up 2FA, you can choose between two methods: Option 1: Authenticator App (recommended) Download an authenticator app (such as Google Authenticator, Authy, or Microsoft Authenticator) Scan the QR code shown on screen, or copy the code below it and paste it manually into the app Your app will generate a 6-digit code. Enter this and click Next Once confirmed, 2FA will be enabled for your account Option 2: SMS Enter your phone number (with country code) if you haven't already A 6-digit code will be sent to your phone via text message Enter the code and click Next If you didn't receive it, wait 60 seconds and tap Resend Code Save your backup codes Once you enable 2FA, you'll receive 10 backup verification codes . These are important. Use them if you lose access to your phone or authenticator app Without them, you'll need to contact support to recover your account Tap Download or Copy to save them, and store them somewhere safe and separate from your phone. Session timeout and trusted devices If you're an owner or admin and haven't set up 2FA yet, you'll be automatically logged out after 60 hours and prompted to complete 2FA setup before you can continue. For supervisors, cashiers, and custom roles , sessions also expire after 60 hours, after which you'll need to log in again using your OTP. Once 2FA is set up, owners and admins can tick " Remember this device for 30 days " when logging in. This means you won't be asked for a 2FA code on future logins from the same browser or device for 30 days . What happens next? Once 2FA is enabled: You'll log in using your password + a 6-digit code from your authenticator app or via SMS You'll need to enter a fresh code each time you log in (unless you've saved a trusted device) How to switch your 2FA method? If you're an employee, you can switch between SMS (OTP) and an authenticator app at any time. Go to Security And Control → Two-step verification → Manage → Change method and select your preferred method. What if I lose access to my authenticator app? If you've lost your phone or switched to a new one, you can still get back in. Use a backup code on the 2FA screen during login, tap " Use a backup code " or " Can't access your code ?" and enter one of your saved 8-character backup codes. Once you're in, go to Security And Control → Two-Step Verification → Manage to set up 2FA on your new device, and generate a fresh set of backup codes. If you're an employee and can't get back in, ask your account owner or admin. They can revoke your 2FA from the dashboard so you can set it up again on your next login. If you're an owner or admin and have lost access to your 2FA device or uninstalled your authenticator app, contact Atoa Support . We'll verify your details and help you regain access. 2FA code not working? If your 6-digit code keeps getting rejected, the most common cause is your phone's clock being slightly out of sync. To fix this, go to Settings → Date & Time on your phone and make sure " Set automatically " is turned on. Then try again with a fresh code. How to change your password? You can update your password anytime from your settings: Go to Security And Control Tap Change password Enter your current password and tap Send verification code You'll receive a one-time code (OTP) on your registered email or phone. Enter the 6-digit code Enter your new password, confirm it, and tap Update password What happens when 2FA is made mandatory for employees? If an owner or admin enables mandatory 2FA for the organisation, here's what to expect: New employees will be prompted to set up 2FA the next time they log in Employees who are already logged in won't be affected until their next login session FAQs I entered the wrong 2FA code. What happens? You have 3 attempts to enter the correct 6-digit code. If you exceed this, you'll see: "Too many incorrect attempts. Please try again later or reset your password." My account is locked after too many wrong passwords. What should I do? If you enter the wrong password 5 times in a row, your account is temporarily locked for 20 minutes. You can wait for the countdown to finish, or reset your password straight away, which unlocks your account immediately. What if I forget my password? You can reset it from the login page: Tap " Forgot Password? " on the password screen Enter your email or phone number and tap Send Reset Code Enter the 6-digit code sent to your email or phone Choose a new password and confirm it I didn't receive my reset code Check your spam or junk folder if you don't see it in your inbox. If you're using SMS and still haven't received it, make sure your phone has signal and the number on your account is correct. My reset link expired Reset links are valid for 15 minutes only. If it expires: Start the reset process again from the login page We’ll send you a new link Do I need to enter a code every time I log in? Yes, once 2FA is enabled, you'll always need your password and a 6-digit code. The only exception is if you've saved a trusted device, in which case you won't be prompted for a code on that device for 30 days.

Question 16

How do I generate a end of day card report?

Accepted Answer

Generating a end-of-day or end-of-shift summary report (also known as a "X Report" in three easy steps. Swipe up from the right-hand side of the terminal screen Select "Report" Choose "X Report" The terminal will print a summary report of today's takings (value and count of transactions). You can also view daily transaction statistics by selecting "Daily Statistics" in the Report section.

Question 17

Voiding and refund card payments

Accepted Answer

Difference between "void" and "refunds" Voids – If a transaction has been completed but you wish to return funds to the customer before settlement (e.g. the same day as purchase), you should process a Void . Refunds – Terminals do not currently support refunds once funds have settled. In these cases, refunds must be processed through the Atoa Web Dashboard . Voiding a Card Payment On the Terminal Swipe left from the right-hand side of the terminal screen and select Void from the menu. Enter your merchant passcode (the default passcode at setup is " 9299". We advise you to update your passcode). Select the transaction from the queue and tap Void . The terminal will automatically print a receipt confirming that the transaction has been voided. On the Web Dashboard Sign in to the Atoa Dashboard and go to the Payments tab. Find and select the relevant transaction. Click Refund . Enter the amount and click Approve . The transaction will be voided automatically 30 minutes later . Refunding a card transaction Card payments made via terminal, payment links, or QR stands can only be refunded through the Atoa Business mobile app or Atoa Web Dashboard . Steps: Sign in to the Atoa Dashboard . Go to the Payments tab. Select the relevant transaction. Click Refund and enter the refund amount (full or partial). (Optional) Add a comment for reference. Click Submit to confirm the refund request. Important Notes: Refunds are submitted 30 minutes after request (in case you make a mistake) During this window, you can cancel the refund by selecting the applicable transaction and clicking "Cancel Refund"

Question 18

Getting started with my card terminal

Accepted Answer

Atoa now offers payment via Terminals for Card Payments and Pay by Bank Payments. I've just received my new card terminal, what should I do first? Connect the Terminal to power Plug the charger into the mains and connect the USB-C charger to the terminal, to charge 2. Connect to your Wi-Fi network Follow the on-screen prompts to connect the terminal to Wi-Fi (more detailed steps later in the article) 3. Process a £1 test payment (recommended) Make a test payment via the Terminal for £1. This helps confirm that the terminal is configured correctly and ready to accept payments from customers (You can then cancel the transaction by swiping right to left on the Terminal and selecting "Void") 4. Check that a receipt is printed Verify that after payment a receipt is printed successfully on the terminal. If you prefer receipts are not printed, you can update your receipt settings on the terminal by going to Settings - Receipt settings 5. Confirm that payment successfully appears in your Atoa Business Dashboard Log in to your Atoa Dashboard and check that the transaction is visible on the Payments Page You’re ready to take payments! Place your terminal at your checkout, keep it charged, and ensure Wi-Fi stays connected for smooth transactions. How do I connect my PAX terminal to Wi-Fi? If your terminal isn’t connected to the internet, the Atoa POS app will show an alert: “No internet detected.” On the alert screen, tap Wi-Fi settings . (You’ll also see an option for Roaming settings , but you only need Wi-Fi). The device will automatically take you to the Wi-Fi settings page. Select your preferred Wi-Fi network. Enter the password and tap Connect . Once connected, you’ll be returned to the Atoa POS app and can continue with setup. Tip: Keep your terminal close to your router for a stable connection. How do I install the paper roll? Pull the latch on top of the terminal’s printer cover to open it. Place the paper roll inside with the paper feeding from the bottom and rolling forward . Pull a small strip of paper outside the lid. Close the cover until it clicks shut. Tip: Use high-quality 58 mm thermal paper to get clear prints and reduce jams. Remember to change your password The default password for voiding transactions is 9299 . For security reasons, we strongly recommend updating this to a unique code that is only known to authorised staff. We suggest you continue to change your password on a regular basis. How to Change your Password Swipe up from the bottom of the screen. Select Change Password . Enter " 9299" in the Old Password field. Enter your new passcode in the New Password field. Re-enter the same code in the Confirm Password field. Press Submit/OK to save. Your passcode is now updated. Need help? If you face any issues during setup, contact our support team at hello@paywithatoa.co.uk or chat to us via the Live Chat button in the bottom right of the Atoa website .

Question 19

How to enable tips and split bills

Accepted Answer

By default, Tips and Split Bills are disabled on Atoa terminals. How to Enable Swipe up from the right-hand side of the terminal screen. Select Settings . Toggle Tips or Amount Split to On at the top of the screen. How It Works Once enabled, staff will be prompted at checkout to ask whether the customer would like to add a tip or split the bill .

Question 20

Connecting to Wi-Fi on your A920 Pro

Accepted Answer

Connecting Atoa to the internet is quick and easy... Power on your terminal by holding down the button on the right-hand side. Wait until a “No Internet Connected” pop-up appears. Tap Wi-Fi Settings and select your Wi-Fi network from the list. Enter your Wi-Fi password and press Submit . Your network will first show Saved , then Connected . Press the Back button at the bottom of the screen. You’ll return to the main Terminal screen. Your device is now online and ready to accept payments.

Question 21

Purchasing a card machine

Accepted Answer

Buying a PAX A920 Pro Atoa currently offers the PAX A920 Pro card machine. Built on Android 10, it's an advanced card machine designed for fast, secure card payments. If you’d like to know more about pricing or available plans, please contact our Care team at hello@paywithatoa.co.uk . Does the terminal have a warranty? Yes, each device comes with a 12-month limited warranty. This excludes loss and accidental damage. Please contact us for repair information. What happens if I lose or break my terminal? If your terminal is lost or damaged, you’ll need to purchase a replacement device. If you're still within your original contract period, you’ll need to continue paying off the remaining balance for that device.

Question 22

Accessing settings

Accepted Answer

You can access our Settings area by swiping up from the right-hand side of the terminal screen. You'll then see the button for "Settings".

Question 23

How do I change the paper roll?

Accepted Answer

Changing the till roll is quick and easy. Pull the latch on top of the terminal’s printer cover to open it. Place the paper roll inside with the paper feeding from the bottom and rolling forward . Pull a small strip of paper outside the lid. Close the cover until it clicks shut. Tip: Use high-quality 58 mm thermal paper to get clear prints and reduce jams.

Question 24

What are partial payments?

Accepted Answer

Partial payments allow customers to pay an amount less than the full total. This is useful for large transactions or when you want to collect a deposit or advance payment upfront. How do I enable partial payments for a customer? When creating a payment link, tick the checkbox that says ‘Allow partial payment’ just below the amount field. Once enabled, your customer will be able to choose whether to pay the full amount or a partial amount when they open the link. How do I collect the remaining payment? Customers can use the same payment link to make multiple payments until the full amount is paid. However, if they haven’t completed the full payment, you can send them a reminder. Here's how: Go to the Links tab on your menu. Find the payment marked as ‘Partially paid’ . Click on it to view a summary of the amount received and the remaining balance. Click ‘Send Reminder’ to resend the link via SMS, email, or WhatsApp. This gives your customer a gentle nudge to complete the payment using the same link. FAQs How do I know which payments have been partially paid? In the Links tab, check the Status column for each payment. If a payment has been partially completed, it will show as ‘Partially paid’ . Once the full amount is received, the status will automatically update to ‘Paid’ . Is this feature available on the Basic plan? No, partial payments are available with the Advanced Add-on . You can explore more features included in this plan on our pricing page .

Question 25

What are Communication Preferences?

Accepted Answer

Communication Preferences allow you to choose how you’d like to receive updates from Atoa. You can control notifications by channel (Push Notifications, Email or Mobile SMS) and by activity type (such as Payments, Payouts or Refunds), directly from your dashboard or mobile app. This gives every team member the flexibility to receive only the updates that are relevant to their role and day-to-day responsibilities. Where do I find the Communication Preferences? Communication Preferences are available on the Atoa Business Dashboard here: https://dashboard.paywithatoa.co.uk/my-account/settings/communication-preference. Alternatively, you can navigate through Settings > Settings > Communication Preferences, to view and manage your options. How it works For each notification type (for example, Payments, Payouts, Refunds, Billing), you’ll see three toggle options: Push notifications Email Mobile SMS You can turn each toggle on or off depending on how you’d like to receive that update. This allows you to customise notifications based on your day-to-day responsibilities. Why are some toggles disabled? Some communication channels may appear greyed out and cannot be switched on. For example: If you hover over the Email or Mobile SMS toggle next to certain options (such as Payments), you may not be able to enable them. This is because that specific communication channel is not currently supported for that notification type. We’ll enable additional channels as functionality becomes available. Default settings by role All notification preferences come with default settings based on your user role. Default settings remain unchanged unless you manually update them. You can opt in or opt out at any time (where supported). Business Owner (Account Sign-up User) The Business Owner will continue to receive: Payment notifications Payout updates Refund notifications Billing updates These are enabled by default via email to ensure important account information is not missed. However, the Business Owner can manually opt out if required. Important notes Communication preferences are user-specific. Each team member can customise their own settings. Changes take effect immediately after being saved. Disabled toggles indicate functionality that is not yet available. If you need help managing your notification preferences, please contact our support team at hello@paywithatoa.co.uk .

Question 26

How do I connect my Atoa account to my Google Profile?

Accepted Answer

The Google reviews feature is for Growth or Advance Add-on users. People trust businesses with good reviews—it shows you’re reliable. We’ve made it easy to help you boost your business ratings with our new Google reviews feature. Here’s how to get started: • Head to the ‘Add-ons’ tab on your dashboard. • Select ‘Google reviews.’ • Click on ‘Setup Google reviews.’ • Find your business on the Google tab and click ‘Confirm Location’ to connect your account to Atoa. If you have multiple locations, just switch the location in your Atoa account to connect it to its unique Google Business Profile. • Hit ‘Get started’ and that’s it. How do I connect my Google account with Atoa to reply and manage my reviews in real-time? To manage your reviews effectively, you have to first give Atoa access to your Google Business Profile. Here’s how you can do that: • On your Google reviews page, click on ‘Authorise Google Account. • Choose ‘Link Google Business Account’ and select the Google account linked to your Google Business Profile (not the one used for Atoa). If they’re the same, just continue with that account. • Give Atoa access by ticking the box and clicking ‘Continue.’ And you’re set. Now, every time someone pays, they’ll be prompted to leave a rating out of 5 and add a comment if they wish. FAQ Do I need to pay extra for this feature? The Google Reviews feature is exclusive to Growth and Advanced Add-ons users. If you’re not a Growth or Advance Add-on user, simply upgrade from the Basic plan to get the most out of this feature.

Question 27

How to create a custom role for your staff?

Accepted Answer

Sometimes, our standard roles like cashier and supervisor don’t match what your staff needs. That’s why we’ve made it easy for you to create custom roles. Let’s walk through how to set this up: Open your Atoa business app or dashboard. Select on 'Staff' button on the left menu and choose the 'Roles' tab. Click on the 'Create Role' button. Enter the name for the new role and assign the relevant permissions. Hit 'Create Role' and your custom role is live. Head over to the 'Staff' tab once again and click 'Add Staff.' Add your employee’s details manually. Click on the 'Select Employee Role' drop-down and choose the custom role you just created. Hit 'Add Staff,' and you’re all set! Now you’ve got a custom role that fits perfectly with what your staff need to do their best work. Is the custom role feature available on the Basic plan? You can access this feature by upgrading to our Growth Add-on . If you want us to add this to your account, please contact us at hello@paywithatoa.co.uk to request access.

Question 28

How to add and manage employees on Atoa

Accepted Answer

There are three ways for your employees to be added to your Atoa account. Employees can scan the QR code on the app Employees can scan the back of your in-store QR stand Add employees manually on the Atoa business app or your dashboard Let us take you through each of these processes. 1. Employees can scan the QR code on the app Go to the Atoa Business app homepage. Tap the ‘Staff' tab. Click ‘Add Staff’ and select ‘Show QR Code.’ Ask your staff to scan the same QR code. They will be asked to enter their details. 2. Employees can scan the back of your in-store QR stand Have your employee scan the back of your QR stand. They will enter their name, number or email. The business owner or a supervisor needs to approve the request. 3. Add employees manually on the Atoa business app or your dashboard Tap the 'Staff' tab. Select 'Add Staff. Manually enter the employee's information. Hit 'Done' and that's it. How to approve employee requests When employees add their details on Atoa, a request will be sent to you for approval. These employee requests will appear on your ‘Staff’ page. Click on the ‘Requests’ tab to accept or decline. Set access levels Choose "cashier" (payments only) or "supervisor" (payments and management). You can also set custom roles with our Add-ons . How to delete staff on Atoa? Need to remove a team member? You can do this easily through the Atoa business app or your dashboard. Here’s how: Select the staff member you want to remove. Click on the delete icon in the top right corner. Hit ‘Confirm’ to complete the deletion. And that’s it! Your team is now updated.

Question 29

How to collect tips on Atoa

Accepted Answer

Everyone loves a tip! As a business owner, you can increase your takings by 5-10% by collecting them when you accept payments with Atoa. Why you should choose Atoa for tips Unlike other providers, we don't charge fees for tips – you keep it all. Transparent pricing – only a max 0.7% fee billed monthly on successful transactions with no hidden costs. How to start collecting tips on Atoa If you're ready to get a little extra with every payment, follow this simple three-step process to start collecting tips. Step 1: Switch tips on Open your Atoa app and tap 'Tips' on the homepage. Slide the 'Allow Tips' toggle on, then tap 'Enable'. It's that easy! Step 2: Set tip preferences Looking for suggested tip amounts? Use 'Quick Tips'. You can customise the values. Do you prefer customers to choose how much they leave? Toggle on 'Allow Custom Tip'. Don't forget to press the "Save Changes" button when you're done. Step 3: Check your tip history Under 'Tips' on the homepage, see your daily total. Tap the arrow to view tips for each payment. 🔥 Hot tip: Make sure you add any members of staff who take payments as cashiers or supervisors on the Atoa app to increase your chances of hitting the big tip jackpot! Find out how to collect tips on our blog.

Question 30

How can Google Reviews help my business with Atoa?

Accepted Answer

What is the Google Reviews feature? Atoa asks customers to leave a review after they pay, securing more 5-star reviews for your business so it appears higher in search and attracts new customers along the way. We’ll hold low ratings back and show them in your dashboard, so you can respond to customers privately. How do I connect my Atoa account to my Google Business Profile? Just click here for a quick guide on how to connect your Atoa account to your Google Business Profile. Do I need to pay extra for this feature? The Google Reviews feature is exclusive to Growth and Advanced Add-ons users. If you’re not a Growth or Advance Add-on user, simply upgrade from the Basic plan to get the most out of this feature. How soon do 4 and 5-star reviews show on my Google profile? Positive reviews collected on Atoa are usually posted on your Google Business Profile within 1 to 2 days. Can I turn Google Reviews off? You can switch the Google Reviews feature off whenever you like. This doesn’t mean you will cancel your monthly Add-ons. But if you wish to cancel our monthly Growth or Advanced Add-ons, you can always do so, anytime. What happens to low ratings received through Atoa? Reviews rated 4 stars and up are automatically published on your connected Google profile to boost your online reputation. Reviews below 3 stars are stored in your Atoa dashboard so you can fix issues with the customer directly. Can I respond to reviews left through Atoa? You can always reply to customer feedback from your Atoa dashboard. This way, you can interact with your customers and show that you value their opinions. Will my reviews make a difference to my search ranking on Google? Positive reviews can improve your visibility online and help attract new customers. This builds a strong digital presence for your business. What should I do if I encounter issues with the Google reviews feature? If you run into any problems or have questions about using the Google reviews feature, feel free to reach out for support at hello@paywithatoa.co.uk or message us on Live Chat. Is there a limit to the number of reviews I can collect through Atoa? Not at all! The more payments you accept through Atoa, the more reviews you can collect.

Question 31

What is Recovery AI?

Accepted Answer

Recovery AI is Atoa’s AI-powered collections assistant that helps you follow up on pending payments—automatically. It makes polite, professional calls to your customers, shares SMS payment links during the call, tracks the outcome, and updates your Atoa dashboard in real time. How does Recovery AI benefit my business? Increases on-time payment collection Reduces time spent manually chasing customers Sends SMS payment links during calls and guides customers through payment Helps you stay on top of overdue invoices with less admin effort How does it work? You can enable AI follow-up calls in two ways, either in bulk for all customers using a .csv upload or individually while creating payment links. Option 1: Enable AI calls for every customer (bulk upload) Download the template: Get our .csv template and fill in your customer details. This will include the name, phone number, amount due, and due date, email, payment details, notes, and an invoice link. Let AI take over: Once the file is uploaded, Recovery AI will automatically make follow-up calls based on system prompts and any notes you provide. You can test and tweak these notes to match your tone and style. Track outcomes: Call results are shown in real time on your dashboard, including statuses like Paid , Promised to pay , Refused , and more. Option 2: Enable AI calls for individual payment links When creating a one-off payment link in Atoa: Tick the checkbox for “Remind with an AI call” AI calls will only be made if the customer’s phone number is included This option gives you flexibility to use Recovery AI only where you need it. When does Recovery AI call customers? Recovery AI makes calls on: The due date , and Any reminder dates you've set Note: If a customer requests a callback during an AI call, Recovery AI will automatically call them back on the date they specify. No manual follow-up needed. How do I manage the tone or message used by Recovery AI? By default, Recovery AI speaks in a friendly, professional, and polite manner. To customise what it says: Go to the Recovery AI page on Atoa Click on Call settings (top right) Under Additional context , add notes such as tone of voice, payment plan details, specific instructions, etc. These notes help the AI tailor its call script while staying within its boundaries. How do I check the outcome of each call? Go to your uploaded customer batch on the Recovery AI page. You’ll see a list of customers with a Status column showing outcomes like: Paid Promised to pay Call not answered Refused to pay Voicemail left Wrong contact Paid via other means Callback requested 3. Click on a customer name to view the detailed AI call summary , including what was said and how the customer responded. Can I try a demo of this feature? Yes! You can contact our sales team at hello@paywithatoa.co.uk to request a demo and get help setting it up for your business. Where do I find Recovery AI on Atoa? Go to Add-ons from the left-hand menu Click on Recovery AI From here, you can upload customer details, view call results, and access call settings Need help getting started? Click Contact sales or email us at hello@paywithatoa.co.uk

Question 32

What is bank feed?

Accepted Answer

Bank feed lets you connect your business bank accounts to Atoa so you can see your transactions, from Atoa and beyond, all in one place. How does it benefit my business? It helps you save time, reduce manual data entry, and reconcile payments faster by keeping everything up to date automatically. How do I set up my Bank feed on Atoa? 1. Activate the Bank feed Select Bank feed on your web dashboard from the left-hand menu. Click Contact sales — this will open an email to hello@paywithatoa.co.uk . The Atoa team will then get in touch to set up the feature for you. Alternatively, you can email us directly at hello@paywithatoa.co.uk to request activation of the Bank feed feature. 2. Add your bank account Once Bank feed is enabled: Click ‘Add bank account,’ choose to connect an account already linked to Atoa or a new one. You’ll be redirected to a secure authorisation page. 3. Authorise your bank Select your bank and choose one of the two methods below: Option 1: Scan QR code Scan the QR code using your phone camera Select the bank account you'd like to connect Authorise Atoa to access your transaction data Once connected, your bank feed will display the most recent transactions Option 2: Share link with account holder Copy the link and send it to the person who owns the bank account They’ll authorise access through their bank app FAQs My account says it can’t access transaction history. What should I do? This usually means the transaction history permission wasn’t enabled during setup. To fix this: Reauthorise your account via your bank app Ensure you tick the box for transaction history access How can I view the feed for a specific bank? On the Bank feed page: Click on the dropdown titled ‘Filters’ Select the specific bank you’d like to filter by You’ll see just that bank’s transactions in the feed. Who can access the bank feed? Business owners and Admins (an Add-on role) can view the bank feed To assign view/edit access to staff: Go to the Staff page Set permissions for each employee (view-only or manage access) How do I disconnect a bank account? On the Atoa Dashboard (web) : Click on ‘Bank Feed’ in the side menu On the Atoa Business app : Tap ‘Menu’ > ‘My Account’ Then: Tap ‘Manage Bank Accounts’ Click the three dots next to the bank you want to disconnect Select ‘Disconnect’ Confirm by clicking ‘Yes, disconnect’ What are credits on the Bank feed page? Credits refer to the number of times you can refresh your Bank feed. Each time you refresh, one credit is used. The more credits you have, the more often you can update your feed to view the latest payments and transactions. How often do my credits reset? Your credits reset automatically every month. The number of credits you receive depends on your plan. If you’d like to know more or upgrade your plan, please contact our sales team on hello@paywithatoa.co.uk. Can I refresh my Bank feed manually? Yes, you can. Just click the Refresh button on the top-right corner of the Bank feed page to get the most up-to-date transaction details. Each manual refresh will use one credit. Does the Bank feed update automatically? Yes. Your Bank feed automatically refreshes every day at 12:00 a.m. (midnight) to show your most recent payments. This automatic refresh will also use one of your available credits.

Question 33

How do bulk payment links work?

Accepted Answer

What is the bulk payment link feature? Atoa's bulk payment link feature helps you save time by sending multiple payment links simultaneously. How do I send bulk payments? Head over to the Links button on the left of your Atoa dashboard select the Bulk Payments Links tab. Download the sample Excel template (.xlsx or .csv format) and clear the values in all the columns. This includes, the payment amounts, phone numbers, email IDs, notes, location names, due dates, and reminders. Replace the dummy data with your the payment details. You can set custom fields as optional or mandatory to match your needs. Either the mobile number or email address must be filled in for each row. You can also set a future due date and add up to four reminders (in the DD-MM-YYYY format); both fields are optional. If you have multiple locations, enter each specific name in the location column for accurate payments. For single locations, just use the default option for all location cells. Go to the bulk payment link section on your dashboard and upload the completed file. The system will process it and check for any errors. You will get a message if the file has errors or if it is good to go. In case there are issues—like invalid phone numbers or payment amounts that don’t fit the range—don’t worry! You can download the file again and fix it quickly. Once everything looks good, send out the payment links. You can track payment statuses and send reminders for any pending payments right from the Atoa Dashboard. Remember, you can send a maximum of 100 payment links at a time. FAQs What if I need to send more than 100 messages at once? If you need to increase the limit, you can contact our support team. We will process your file and send payment links to all the phone numbers you’ve provided by SMS. Is this feature available on the Basic plan? You can access this feature by upgrading to our Advanced Add-on. Find out about the other features you can unlock with this plan on our pricing page . What does the Excel template include? The template includes sample details to guide you. It includes columns for payment link amount, mobile number, notes (options), and location name. What are the benefits of this feature? Time-saving: Say goodbye to the hassle of creating individual links for each transaction. More time for what really matters. Customisations: Set up flexible custom fields to fit your business needs perfectly. Improved tracking: Enjoy better management and reconciliation of payments for a smoother experience.

Question 34

What is the Customers feature all about?

Accepted Answer

The Customers feature lets you save your customer details in one place so you can track payments and send invoices faster. Why do I need the Customers feature? The Customers feature makes it easier to manage your business relationships by keeping all contact and billing details in one place for quick access. Instead of re-entering information each time, you can auto-fill customer details when creating invoices or payment links, saving you time and reducing errors. Plus, you can send professional, branded receipts that help build trust and present your business in the best light. How does it work? Click Customers in the left-hand menu Select Add a customer Enter the customer details Click the Add customer button at the bottom to save How do I edit or delete customer details? To edit a customer: Click the three dots under the Actions tab next to their name, select Edit customer , make your updates, and save. Any upcoming payments will reflect these changes. To delete a customer: Click the same three dots, choose Delete customer , and confirm. The customer will no longer appear in your customer list. How can I use my saved customers in invoices? When you create an invoice or payment link, Atoa will auto-fill saved customer information so you don’t need to type it in each time. Learn how to create invoices with Atoa → Who can use the Customers feature? This feature is part of the Advanced Add-on. If you’re on the Basic plan, you’ll need to upgrade to unlock it. Need help? Our team is here to support you. If you’d like to upgrade to the Advanced Add-on or have any questions, email us at hello@paywithatoa.co.uk .

Question 35

What is the Products feature about?

Accepted Answer

Products lets you create and save a list of items you sell. Instead of typing product details each time you create an invoice, you can add them straight from your saved list. This makes invoicing quicker, easier, and more accurate. How will this feature benefit my business? Save time – no need to re-type product details for every invoice. Reduce errors – keep product names, prices, and descriptions consistent. Work smarter – focus on your customers while this feature handles the details. How do I add products on Atoa? Click Products in the left-hand menu. Select Add product . Enter the product name, price, and description. Choose whether you want to add the product to one store, multiple stores, or all stores. Click Add product to save it. Once your first product is added, you can keep building your list by clicking New product in the top-right corner. All your products will then appear on the Products page. How do I edit or delete a product? You can manage your products anytime from your product list. To edit a product Click the three dots (⋯) under the Actions tab next to the product. Select Edit product . Update the details you need and click Save . To delete a product Click the three dots (⋯) under the Actions tab next to the product. Select Delete product . Note: If the product is being used in any unpaid invoices, you won’t be able to delete it. It will remain in your product list until those invoices are completed or cancelled. How can I use my saved products in invoices? Once you’ve added your products, they’ll be ready to use whenever you create an invoice. Just pick from your saved list instead of typing everything out. Learn how to create invoices with Atoa -> Who can use the Products feature? This feature is available on the Advanced Add-on . If you’re on the Basic plan, you’ll need to upgrade to access it. What if I need help? If you’d like to upgrade to the Advanced Add-on or have questions, our team is always here to help. Email us at hello@paywithatoa.co.uk .

Question 36

What is the Invoice feature on Atoa?

Accepted Answer

Create invoices instantly, get paid quickly, and keep your sales organised. With Atoa Invoices, you can send professional, branded invoices in seconds and track payments in real time—all in one place. How will this feature make things easier for my business? Invoices save you valuable time by auto-filling customer and product details you’ve already stored in Atoa, so you don’t have to re-enter them each time. You can send branded invoices that look professional and trustworthy, accept partial payments, and always know the exact payment status, whether it’s pending, partially paid, or fully settled. With everything stored in one place, your billing stays organised and easy to manage. How do I create an invoice? Click Invoice in the left-hand menu. Select Create new invoice . Enter the invoice details. You can: Select a customer from the dropdown menu or type their name to search. Add products from the Add a product dropdown, or search by product name. Once all details are added, click Send invoice to send it directly to your customer. Tip: If you click Duplicate after filling in an invoice, it will be saved as a draft. How do I check if an invoice has been paid or is still pending? On the Invoice page, you’ll see a full list of invoices sent to customers. Under the Status column, you’ll find updates such as: Sent, Overdue, Void, Draft, Partially paid, Paid. There’s a mistake on my invoice. Can I void it? Yes. Click the three dots under the ‘Send invoice’ button, then select Mark as void and confirm. You can only void invoices that are awaiting payment. Once voided, invoices can’t be reinstated or restored. Can I add a new customer directly to an invoice? Yes. In the Billing to dropdown, click the icon at the top right of the search bar to add a new customer. Enter their details, save them, and then select the customer from the Billing to menu. Can I add a new product directly to an invoice? Yes. In the Add a product dropdown, click the option to add a new product. You’ll be able to enter the product name, price, and description, save it, and add it to the invoice instantly. Who can use the Invoice feature? The Invoice feature is part of the Advanced Add-on . If you’re currently on the Basic plan, you’ll need to upgrade to unlock it. Need help? Our team is here to support you. If you’d like to upgrade to the Advanced Add-on or have any questions, email us at hello@paywithatoa.co.uk .

Question 37

How does Atoa ensure the security of payments?

Accepted Answer

Atoa is a FCA-authorised payment institution that utilizes secure open banking technology. Customer bank details and card information are never shared with businesses to ensure privacy and security.

Question 38

How does Pay by Bank work with Atoa?

Accepted Answer

With Pay by Bank, customers can make payments directly from their banking app using secure open banking technology. They simply approve the payment, and businesses receive instant confirmation of the transaction.

Question 39

Does the customer need to download an app to pay with Atoa?

Accepted Answer

To pay using Atoa, the customer needs a mobile phone with a banking app registered on it. Atoa payments are automatically opened in the smartphone browser. After a customer pays with Atoa, they will automatically receive an e-receipt in their browser, which they can download and save. Customers don't need the Atoa Pay app to make a payment. However, if your customer already has the Atoa Pay app on their smartphone, they can pay using their linked bank details. If the customer forgets their phone, an alternative payment method should be offered to them.

Question 40

What is Atoa, and how does it work?

Accepted Answer

Atoa is a UK payment provider that helps businesses accept Pay by Bank and card payments through one simple platform. With Pay by Bank , customers pay directly from their banking app using secure open banking technology. Instead of entering card details, they simply approve the payment in their Bank app. Businesses can also enable card payments so customers have the option to pay by debit or credit card (Visa, Mastercard, American Express, Apple Pay, and Google Pay) if they prefer. Atoa supports in-store, online checkout, and remote payments , making it easy for businesses to accept payments in the way that suits them best. Atoa is an FCA-authorised payment institution based in London and is trusted by thousands of UK businesses. What Atoa offers to business owners Atoa is designed to make payments simpler, faster, and more cost-effective for modern businesses. Lower payment costs Pay by Bank transactions typically cost less than traditional card payments, helping businesses reduce payment processing fees. Multiple ways to accept payments Businesses can accept payments through: QR codes for in-store payments Payment links sent via SMS or email “Pay now” buttons on invoices sent through software like Xero, QuickBooks, or Sage Online checkout for platforms like Shopify, WooCommerce, Magento, and WordPress Card payments , which you can enable alongside Pay by Bank to give customers more choice Fast payment confirmation Payments are confirmed instantly, so businesses know immediately when a customer has paid. Flexible settlement options Pay by Bank payments typically settle instantly into your business account. For larger businesses on payout schedules, funds are usually paid out the next working day. We now also offer end-of-day settlement for larger businesses. Learn more here . No sensitive data sharing Customers approve payments directly in their Bank app, so their bank details and card information are never shared with the business. Simple setup Customers don’t need to download anything. They simply approve the payment using their existing Bank app. How Atoa works Atoa gives businesses the option to accept both Pay by Bank and card payments . Pay by Bank Create a payment Display a QR code, send a payment link, or generate a payment from your Atoa dashboard or terminal. Customer selects their bank The customer scans the QR code or clicks the payment link and chooses their bank. Approve in the Bank app The customer confirms the payment securely in their banking app using face ID, fingerprint, or passcode. Payment confirmed The payment is approved instantly and you receive confirmation that the payment has been completed. Funds are settled Funds are transferred to your business account, typically instantly or according to your payout schedule. Card payments If card payments are enabled on your account, customers can also pay using debit or credit cards . Card payments can be accepted: On card terminals Through payment links Through online checkout This allows customers to choose the payment method that works best for them. Learn more To explore all Atoa payment solutions, do visit our website . If you’d like to see how Atoa works for your business, you can also book a free demo with the Atoa team for a full walkthrough of the platform.

Question 41

Is Atoa secure?

Accepted Answer

Yes. Security is built into every payment made through Atoa. When customers pay using Pay by Bank , the payment is authorised directly in their own banking app. Before approving the transaction, the customer confirms it using their bank’s security checks, such as Face ID, fingerprint, or their banking passcode. This means sensitive details like bank credentials are never shared with the business or with Atoa. Atoa also supports card payments (Visa and Mastercard) . Card transactions are processed through secure card networks and follow industry-standard protections and encryption used across the global payments ecosystem. For Pay by Bank payments, Atoa uses the UK’s Faster Payments network . Faster Payments is the same infrastructure used by UK banks for everyday transfers, including salary payments. The network is regulated and monitored by UK Financial Conduct Authority. Payments move directly between the customer’s bank and the business’s bank account. Pay by Bank payments also do not support traditional chargebacks, which can provide additional protection for businesses against disputed payments. By combining secure bank authentication, trusted payment networks, and strong regulatory standards, Atoa provides businesses with a safe and reliable way to accept both Pay by Bank and card payments .

Question 42

Can I use Atoa as a sole trader?

Accepted Answer

Unfortunately, as of 10 January 2025, Atoa doesn’t support new signups for sole traders. To use our services, you'll need a Company Number or a Registered Charity Number.

Question 43

How to order in-store QR codes

Accepted Answer

Let’s walk you through the simple steps of ordering in-store QR codes to get started. How do I order a QR code for my store? Once you’ve created your Atoa business account, you’re eligible for a free Atoa kit. Here’s how to order: On your Atoa dashboard, Go to ‘Settings' and select the ‘Manage QRs’ tab Click on the ‘Order Atoa QR kit’ button on the banner Fill in your delivery address details Hit ‘Order now for Free’ and we’ll send it to you. Just remember to double-check your delivery address. If you prefer ordering through the Atoa business app , simply click the Home button and select ‘QR code settings’ to find the banner. Keep taking payments: While you wait for your new stand, you can still use the Atoa business app or dashboard to generate QR codes or send payment links to your customers. How do I order more QR codes? I run multiple stores. If you need more QR stands or stickers, reach out to us at hello@paywithatoa.co.uk with your business name and delivery address . FAQs Do I get this QR code stand or sticker for free? Absolutely! Your first one is on us as part of your welcome kit. It includes everything you need to get started: a tent card with basic payment instructions, a pen, a detailed booklet about Atoa, an Atoa brand sticker, and a standee. Do I need to verify my account to order a QR code? Yes, you'll need to verify your account before placing an order for the Atoa QR kit. My QR code has faded or is damaged. How do I order a new one? Do you feel like your QR code has seen better days? Don’t worry! If you’ve been with us for a year, we’ll send you a new in-store QR code for free. Just follow the process mentioned above to get started! Or you can also reach out to us at hello@paywithatoa.co.uk .

Question 44

I paid for something I didn't receive, can I get a refund?

Accepted Answer

Each Atoa payment is a direct bank transfer from the Customer to the Merchant. Atoa is not liable for transactions on its platform, does not handle funds and is not able to provide refunds. Atoa is a software platform, used by Merchants to facilitate payments via "instant bank transfer", directly from Customer to Merchant. Atoa operates on the UK Faster Payments (Bank Transfer) system and once a bank transfer is sent, it can't be reversed unless the merchant performs a refund from their side . Please see our FAQs for more details. We advise customers against paying merchants they don’t know and trust , especially when not paying in person. We also advise clients against paying merchants for purchases via Third Party Marketplaces such as Facebook Marketplace or Gumtree, such transactions are against our Terms of Service and there is a risk you may not receive the product or service you paid for. Each customer must tick the “I trust this merchant” tick box and accept our Terms of Service before being able to make a payment. We advise customers to never pay a merchant they don't know and trust. If you believe that a business has breached our Terms of Service , email us at hello@paywithatoa.co.uk with the full details of your issue. Please note that we can't always resolve disagreements between you and a business.

Question 45

My business is seasonal, will my account be closed due to inactivity?

Accepted Answer

Home Help and support My business is seasonal, will my account be closed due to inactivity? Here at Atoa, we understand that every business is different and may have different needs. Therefore, we will not delete an account due to inactivity. You may receive correspondence from a member of our team as a courtesy, to understand the businesses situation and if they are in need of support. You may be charged a monthly nominal fee of 30p by our billing provider, Stripe, in order to maintain your Direct Debit mandate. This fee in its entirety goes to Stripe.

Question 46

How to close your Atoa account

Accepted Answer

Atoa respects your privacy, so we make it easy for you to close your account and delete your data. Steps to delete your account Please send our Support Team an email at hello@paywithatoa.co.uk with the subject line "Account Deletion Request". We'll need you to provide the following details: Whether you're an Atoa Business or Atoa Pay user Your name Phone number Business name (if applicable) Our UK-Based Care Team will aim to get back to you within one business day (excluding UK Public Holidays). Please note that we may be required to retain some transactional data for Anti-Money Laundering (AML) purposes. Why are you leaving Atoa? Finally, we'd love to know why you are deleting your account. This will help us to improve our service and hopefully work with your business again in the future.

Question 47

My Atoa Business account application was declined

Accepted Answer

Our UK-based security team carefully reviews each application to protect existing businesses and customers. We understand that being declined for an account can be disappointing. At Atoa, we take the security of our platform and the protection of our existing businesses and customers very seriously. Our UK-based security team carefully reviews each application to check it meets our high standards. Unfortunately, this thorough process sometimes means that we decline some businesses. We can't share specific details about how we make this decision as it involves confidential security measures. Our compliance team looks closely at every application, including the details and documents you provide. We also use information from credit reference agencies, anti-fraud services, and other online sources when required. We appreciate your understanding.

Question 48

Is there a discounted rate for charities?

Accepted Answer

Atoa values the incredible work that charities do. That's why we offer a reduced transaction rate of 0.3% for all UK-registered charities. Pricing excludes VAT. If you use our accountancy integrations to accept payments, there's a fee of 0.2% + 10p + VAT for each Pay by Bank payment. How do I register my business as a charity on Atoa? During registration, we'll ask for your UK charity number. Later, when you're verifying your business, we'll need to see some proof that you're a registered charity.

Question 49

Can I follow Atoa on social media for updates?

Accepted Answer

Yes! You can follow Atoa Payments on a variety of different platforms to keep up to date with our latest features and developments: Youtube- https://www.youtube.com/@paywithatoa Instagram- https://www.instagram.com/paywithatoa/ LinkedIn- https://www.linkedin.com/company/paywithatoa/mycompany/ X (formerly known as Twitter)- https://x.com/PayWithAtoa Facebook- https://www.facebook.com/PayWithAtoa

Question 50

Why did my card payment fail?

Accepted Answer

If your card payment fails, you’ll see an error code against the invoice. Match the error code below to understand why the payment failed and what to do next . This guide explains each card payment error, what it means for you, and the recommended next steps. Error Code: 1 Message Payment declined – Your bank declined this payment. Please pay with Pay by Bank instead, try another card, or contact your bank for help. Why this happens The card issuer refused the transaction. Next steps Contact your bank for clarification Retry the payment or use another card or payment method Error Code: 2 Message Payment declined – Your bank declined this payment. Please pay with Pay by Bank instead, try another payment card, or contact your bank for help. Why this happens The card issuer refused the transaction. Next steps Contact your bank for clarification Retry the payment or use another card or payment method Error Code: 3 Message Payment unsuccessful – This payment was declined because there was an issue with the merchant's card payment service. Please pay with Pay by Bank instead. Why this happens There was an issue with the merchant's card payment service. Next steps Contact your bank for clarification Please use an alternative payment method Error Code: 4 Message Card declined – Your bank has requested that the merchant retains your card. Please contact your bank for more information. Why this happens The card issuer has requested the card be returned. Next steps Contact your bank for clarification Please use an alternative payment method Error Code: 5 Message Card declined – Your bank declined this payment. Please try another payment method or contact your bank for help. Why this happens The card issuer has declined the transaction. Next steps Contact your bank for clarification Please use an alternative payment method Error Code: 6 Message Something went wrong – Sorry, this payment was unsuccessful due to a technical issue with your bank. Please try again later, or use another payment method. Why this happens A temporary or unknown bank-side error occurred. Next steps Contact your bank for clarification Retry the payment or use another card or payment method Error Code: 7 Message Payment declined – Your bank has declined this payment due to suspicious activity on your account. Please contact your bank right away for more information. Why this happens The card issuer wants the card to be returned due to suspicious activity on the account. Next steps Please contact your bank immediately. Error Code: 12 Merchant message This card isn’t authorised for this type of transaction. Please ask the customer to try another payment method. Customer-facing message Payment declined – Your card can’t be used for this type of transaction. Please try another card or use a different payment method to complete your purchase. Why this happens The card is not authorised for this type of transaction. Next steps Contact your bank for clarification Please try another card or a different payment method Error Code: 13 Message Invalid amount – It looks like the payment amount entered isn’t valid. Please check the amount and try again. Why this happens The card is not authorised for this type of transaction or the amount format is invalid and contains non-numeric characters. Next steps Contact the merchant to confirm that the payment amount was entered correctly If the issue continues, try paying again using a different card or payment method Error Code: 14 Message Invalid card number – It looks like the card number you entered isn’t correct. Please double-check your details and try again, or use a different payment method. Why this happens The card details entered were incorrect, such as an invalid or mistyped card number. Next steps Double-check your card details and try again If the issue continues, use another card or payment method Error Code: 15 Message Invalid card details – Please check your card number and try again, or use a different payment method. Why this happens The card details entered were invalid. Next steps Double-check your card details and try again If the issue continues, use another card or payment method Error Code: 17 Message Transaction cancelled – You’ve successfully cancelled this transaction. No funds have been taken. Why this happens The payment was cancelled by the customer before it could be completed. Next steps Please retry the payment when you’re ready If needed, try using a different card or payment method Error Code: 19 Message Something went wrong – Sorry, this payment was unsuccessful due to a technical issue with your bank. Please try again later, or use another payment method. Why this happens The payment failed due to a temporary technical issue with your bank. Next steps Please try making the payment again If the issue continues, use a different card or payment method Error Code: 41 Message Payment declined – Your bank declined this payment because your card has been reported lost. The merchant has been instructed to retain your card by your bank. Please contact your bank for assistance and use a different payment method. Why this happens The card issuer has marked the card as lost and requested that it be returned. Next steps Contact your bank immediately for assistance Please use a different card or payment method to complete the payment Error Code: 42 Message Payment declined – Your bank declined this payment because your card has been reported stolen. Please contact your bank for assistance. Why this happens The card issuer has marked the card as stolen and requested that it be returned. Next steps Please contact your bank immediately for assistance. Error Code: 43 Message Payment declined – Your bank declined this payment because your card has been reported stolen. Please contact your bank for assistance. Why this happens The card issuer has marked the card as stolen and requested that it be returned. Next steps Please contact your bank immediately for assistance. Error Code: 46 Message Payment declined – Your bank declined this payment because the bank account linked to this card is closed. Please use a different card or payment method. Why this happens The bank account linked to the card has been closed by the issuing bank. Next steps Contact your bank for more information Use a different card or payment method to complete the payment Error Code: 50 Message Payment failed – Your payment couldn’t be completed due to a timeout or incorrect password. Please try again. Why this happens The payment timed out or the password entered was incorrect during authentication. Next steps Please try making the payment again If the issue continues, use a different card or payment method Error Code: 51 Message Payment declined – Your bank declined this payment due to insufficient funds. Please make payment using a different card. Why this happens The transaction amount exceeded the available balance or limit on the card. Next steps Please add funds to this account or try using a different card or payment method. Error Code: 54 Message Payment declined – Your bank declined the payment because your card has expired. Please use a different card or payment method to continue. Why this happens The card is expired and is no longer valid. Next steps Please use a different card or payment method Contact your card issuer if you believe this is incorrect Error Code: 56 Message Invalid card details – It looks like you’ve entered incorrect card details. Please double-check your card details and try again. Why this happens The payment failed because the card details entered were incorrect or incomplete. Next steps Double-check your card details and try again If the issue continues, use another card or payment method Error Code: 57 Message Payment declined – Your card can’t be used for this type of transaction. Please contact your bank for more information or use a different card or payment method. Why this happens The card is not authorised for this type of transaction. Next steps Contact your bank for clarification Please try another card or a different payment method Error Code: 58 Message Payment declined – This payment couldn’t be completed due to a technical issue. Please try again later or use a different payment method. Why this happens The card terminal or acquiring setup is not authorised for this type of transaction. Next steps Contact your bank for clarification Please try another card or a different payment method Error Code: 59 Message Payment declined – Your bank declined this payment due to suspicious activity on the account. Please contact your bank for help or use a different payment method to continue. Why this happens The card issuer detected suspicious activity and declined the transaction. Next steps Contact your bank immediately for clarification Please try another card or a different payment method Error Code: 61 Message Payment declined – Your bank declined this payment because it exceeds your card’s payment limit. Please use a different card or payment method. Why this happens The transaction amount exceeded the card’s payment limit. Next steps Check your card limits with your bank Please add funds to this account or try using a different card or payment method Error Code: 62 Message Payment declined – This card can’t be used for payments in the merchant's registered geographic region. Please try a different card or payment method. Why this happens The card is restricted for use in the merchant’s registered geographic region. Next steps Contact your bank to check regional restrictions Please try another card or a different payment method Error Code: 63 Message Payment failed – It seems like you’ve entered an incorrect CVV code (the three digits on the back of your card). Please check your card details and try again, or use a different payment method. Why this happens The CVV (the three digits on the back of your card) entered was incorrect. Next steps Please double-check the CVV and retry the payment Please try another card or a different payment method if needed Error Code: 65 Message Payment failed – We couldn’t verify your card details. Please check your card details and try again, or use a different payment method. Why this happens The payment could not be verified, often because 3DS authentication was not completed. Next steps Complete any authentication steps shown by your bank Please use a different card or payment method if the issue persists Error Code: 70 Message Payment failed – It seems like you've entered the wrong PIN. Please try again, or contact your bank if the issue persists. Why this happens The PIN entered was incorrect or the card issuer requires further verification. Next steps Please try again and enter your PIN Contact your bank if the issue persists Error Code: 75 Message Payment declined – You’ve reached the maximum number of incorrect PIN attempts. Please use a different card or payment method to complete your payment. Why this happens The maximum number of incorrect PIN attempts has been reached. Next steps Please contact your bank to reset your PIN Use another card or a different payment method to complete the payment Error Code: 78 Message Card not activated – It looks like your card is new and hasn’t been activated yet. Please complete your card activation with your bank or use a different payment method to continue. Why this happens The card is new and has not yet been activated. Next steps Activate your card using your bank’s instructions, then retry the payment Please use a different card or payment method if necessary Error Code: 83 Message Payment declined – Your bank declined this payment due to a possible security issue. Please contact your bank for help or use a different payment method to continue. Why this happens The card issuer detected suspicious activity and declined the transaction. Next steps Contact your bank to confirm the transaction Retry the payment or use a different payment method once resolved Error Code: 91 Message Payment unsuccessful – This payment failed due to a technical issue with your bank. Please use a different card or payment method to continue. Why this happens The issuing bank was temporarily unavailable to process the payment. Next steps Please retry the payment after some time Use a different card or payment method if needed Error Code: 93 Message Payment unsuccessful – This payment failed due to an issue with your account. Please contact your bank for help or use a different payment method. Why this happens There is an issue with the your bank account that prevented the payment from being completed. Next steps Please contact your bank for more information Retry the payment or use a different payment method Error Code: 94 Message Something went wrong – Sorry, this payment was unsuccessful due to a technical issue with your bank. Please try again later, or use another payment method. Why this happens A duplicate payment request was detected by the card network. Next steps Wait a moment and try the payment again Use a different payment method if the issue continues Error Code: 96 Message Payment unsuccessful – This payment failed because your bank’s network was temporarily unavailable. Please try again later or use a different payment method. Why this happens The issuing bank’s systems were temporarily unavailable. Next steps Please retry the payment after some time Use a different card or payment method if the issue continues Error Code: nan Message Card type not supported – This card type isn’t supported. Please use a Visa or Mastercard, or try a different payment method. Why this happens The card type used is not supported by the card payment network. Next steps Please use a Visa or Mastercard to retry the payment Choose a different payment method if needed Can’t find your error code here? Please contact us at help@paywithatoa.co.uk .

Question 51

Card Payment Errors Explained

Accepted Answer

If a card payment fails, you’ll see an error code against the invoice in your Atoa dashboard. Match the error code below to understand why the payment failed and what to do next . This guide explains each card payment error, what it means for you and your customer, and the recommended next steps. Error Code: 1 Message The customer’s bank has declined the transaction. Please ask them to try another payment method or contact their bank. Why this happens The card issuer refused the transaction. Next steps Advise the customer to use a different payment method or contact their bank. Error Code: 2 Message The customer’s bank has declined the transaction. Please ask them to try another payment method or contact their bank. Why this happens The card issuer refused the transaction. Next steps Advise the customer to use a different payment method or contact their bank. Error Code: 3 Message The transaction was declined due to an issue with your Atoa account. Please contact Support ( hello@paywithatoa.co.uk ) for more details. Why this happens There was an issue with the your card payment service. Next steps Contact Atoa Support for clarification Please advise the customer to use a different payment method Error Code: 4 Message The customer's bank has requested that you retain the customer's card. Please advise the customer to contact their bank. Why this happens The card issuer has requested the card be returned. Next steps Please advise the cardholder to contact their bank Retain the card if this was a physical transaction Error Code: 5 Message The customer’s bank declined the transaction. Please ask them to try another payment method or contact their bank. Why this happens The card issuer has declined the transaction. Next steps Please advise the customer to use a different payment method. Error Code: 6 Message The payment failed due to a technical issue with the customer's bank. Please ask the customer to try again or use a different payment method. Why this happens A temporary or unknown bank-side error occurred. Next steps Please ask the customer to retry the payment. If the issue persists, suggest a different payment method. Error Code: 7 Message The customer's bank has requested the card be retained due to suspicious activity on the account. Please ask the customer to contact their bank immediately. Why this happens The card issuer wants the card to be returned due to suspicious activity on the account. Next steps Please advise the cardholder to contact the card issuer Confiscate and return the card if physical Error Code: 12 Message This card isn’t authorised for this type of transaction. Please ask the customer to try another payment method. Why this happens The card is not authorised for this type of transaction. Next steps Please ask the customer to try another card or a different payment method. Error Code: 13 Message The payment amount entered isn’t valid. Please check the amount entered and ask the customer to attempt payment again. Why this happens The card is not authorised for this type of transaction or the amount format is invalid and contains non-numeric characters. Next steps Check and correct the payment amount, then ask the customer to try again If the issue continues, suggest using a different payment method Error Code: 14 Message The card number entered isn’t valid. Please ask the customer to check their card details and try again, or use a different payment method. Why this happens The card details entered were incorrect, such as an invalid or mistyped card number. Next steps Please ask the customer to check and re-enter their card details, or suggest using a different payment method. Error Code: 15 Message The card details entered are invalid. Please ask the customer to check their card number and try again. Why this happens The card details entered were invalid. Next steps Please ask the customer to check and re-enter their card details, or suggest using a different payment method. Error Code: 17 Message The customer has cancelled this transaction. Please ask them to try again. Why this happens The customer cancelled the transaction. Next steps Please ask the customer to retry the payment when they’re ready If needed, suggest using a different card or payment method Error Code: 19 Message The payment failed due to a technical issue with the customer's bank. Please ask them to try again or use a different payment method. Why this happens The payment failed due to a temporary technical issue with the customer’s bank. Next steps Please ask the customer to try the payment again. If the issue continues, suggest using a different payment method. Error Code: 41 Message The customer’s bank has requested the card be retained as it’s been reported lost. Please ask the customer to contact their bank. Why this happens The card issuer has marked the card as lost and requested that it be returned. Next steps Please advise the customer to contact their bank Retain the card if this was a physical transaction Error Code: 42 Message The customer’s bank has requested the card be retained as it’s been reported stolen. Please ask the customer to contact their bank. Why this happens The card issuer has marked the card as stolen and requested that it be returned. Next steps Please do not proceed with the transaction Retain the card if this was a physical transaction Consider not doing business with this customer in the future Error Code: 43 Message The customer’s bank has requested the card be retained as it’s been reported stolen. Please ask the customer to contact their bank. Why this happens The card issuer has marked the card as stolen and requested that it be returned. Next steps Please do not proceed with the transaction Retain the card if this was a physical transaction Consider not doing business with this customer in the future Error Code: 46 Message This payment failed because the bank account linked to the customer’s card has been closed. Please ask them to try another payment method. Why this happens The bank account linked to the card has been closed by the issuing bank. Next steps Please ask the customer to use a different card or payment method. Error Code: 50 Message The payment couldn’t be completed due to a timeout or invalid password. Please ask the customer to try again. Why this happens The payment timed out or the customer entered an incorrect password during authentication. Next steps Please ask the customer to try the payment again. Error Code: 51 Message The payment was declined due to insufficient funds. Please ask the customer to use a different card. Why this happens The transaction amount exceeded the available balance or limit on the card. Next steps Please ask the customer to add funds or use a different payment method. Error Code: 54 Message The customer is trying to use an expired card. Please ask them to use a different card or payment method. Why this happens The card is expired and is no longer valid. Next steps Please ask the customer to use a different card or payment method. Error Code: 56 Message The customer entered incorrect card details. Please ask them to check their card details and try again. Why this happens The payment failed because the card details entered were incorrect or incomplete. Next steps Please ask the customer to check and re-enter their card details, or suggest using a different payment method. Error Code: 57 Message The customer’s card isn’t authorised for this type of transaction. Please ask them to contact their bank or try a different card or payment method. Why this happens The card is not authorised for this type of transaction. Next steps Please ask the customer to try another card or a different payment method. Error Code: 58 Message This card terminal isn’t authorised for this type of transaction. Please contact support at hello@paywithatoa.co.uk . Why this happens The card terminal or acquiring setup is not authorised for this type of transaction. Next steps Please contact Atoa Support at hello@paywithatoa.co.uk for assistance. Error Code: 59 Message The customer’s bank declined the payment due to suspicious activity on the account. Please do not proceed with this transaction and advise the customer to contact their bank. Why this happens The card issuer detected suspicious activity and declined the transaction. Next steps Do not proceed with the transaction Please advise the customer to contact their bank Error Code: 61 Message The transaction was declined as it exceeds the customer’s card limit. Please ask them to use a different card or payment method. Why this happens The transaction amount exceeded the card’s payment limit. Next steps Please ask the customer to add funds or use a different payment method. Error Code: 62 Message The customer’s card isn’t authorised for use in your region. Please ask them to use a different payment method. Why this happens The card is restricted for use in the merchant’s registered geographic region. Next steps Please ask the customer to try another card or a different payment method. Error Code: 63 Message The payment failed due to an incorrect CVV code (the three digits on the back of the card). Please ask the customer to check their card details and try again. Why this happens The CVV (the three digits on the back of your card) entered was incorrect. Next steps Please ask the customer to check their card details and try again Suggest using a different payment method if the issue persists Error Code: 65 Message The payment failed because the customer’s card details couldn’t be verified. Please ask them to check their card details and try again. Why this happens The payment could not be verified, often because 3DS authentication was not completed. Next steps Please ask the customer to retry the payment with 3DS enabled Suggest using a different payment method if the issue persists Error Code: 70 Message The customer entered an incorrect PIN. Please ask them to try again or contact their bank. Why this happens The PIN entered was incorrect or the card issuer requires further verification. Next steps Please ask the customer to re-enter their PIN. Error Code: 75 Message The customer has reached the maximum number of incorrect PIN attempts. Please ask them to use a different payment method. Why this happens The maximum number of incorrect PIN attempts has been reached. Next steps Please ask the customer to use another card or a different payment method. Error Code: 78 Message The customer’s card is new and hasn’t been activated yet. Please ask them to complete the card activation process with their bank or use a different payment method. Why this happens The card is new and has not yet been activated. Next steps Please ask the customer to complete the card activation process, or suggest using a different card or payment method. Error Code: 83 Message The transaction was declined due to a security issue. Please ask the customer to contact their bank. Why this happens The card issuer detected suspicious activity and declined the transaction. Next steps Please ask the customer to contact their bank for clarification. Error Code: 91 Message The payment couldn’t be completed due to a technical issue with the customer's bank account. Please ask the customer to use a different card or payment method to continue. Why this happens The issuing bank was temporarily unavailable to process the payment. Next steps Please ask the customer to retry the payment later, or use a different payment method. Error Code: 93 Message The payment failed due to an issue with the customer’s account. Please ask them to use a different payment method. Why this happens There is an issue with the customer’s bank account that prevented the payment from being completed. Next steps Please ask the customer to contact their bank or use a different payment method. Error Code: 94 Message The payment failed due to a technical issue with the customer's bank. Please ask the customer to try again or use a different payment method. Why this happens A duplicate payment request was detected by the card network. Next steps Please ask the customer to retry the payment after a short wait Suggest a different payment method if the issue persists Error Code: 96 Message The payment failed because the customer’s bank network was temporarily unavailable. Please ask them to try again later or use a different payment method. Why this happens The issuing bank’s systems were temporarily unavailable. Next steps Please ask the customer to retry the payment later or use a different payment method. Error Code: nan Message This card type isn’t supported. Please ask the customer to use a Visa or Mastercard, or choose a different payment method. Why this happens The card type used is not supported by the card payment network. Next steps Please ask the customer to use a Visa or Mastercard, or a different payment method. Can’t find your error code here? Please contact us at help@paywithatoa.co.uk .

Question 52

What is a card chargeback and how does it work?

Accepted Answer

What is a chargeback? A chargeback happens when a customer asks their bank to refund a payment made by debit or credit card because they believe the transaction was unauthorised, fraudulent, or that the goods or services weren’t as described . For example, a customer may: Pay a deposit to a clinic but not show up for the appointment. Receive an incorrect or damaged product through an online order. Claim that an item never arrived. In these cases, the customer might contact their bank to dispute the charge. Who handles chargebacks? Chargebacks are processed by the customer’s bank or card issuer . They collect evidence from the customer’s and business’s sides, and make the final decision. Please note: Atoa is not involved in the chargeback decision process. Our role is limited to notifying merchants about the claim and collecting supporting documents so that the issuer bank or card network can review them. How does the chargeback process work? The customer contacts their bank to raise a chargeback claim. The merchant/business receives an automated email from Atoa about the claim. The merchant/business replies to that email with any documents or proof to support their case (such as receipts, communication records, delivery proof, etc.). Atoa submits these documents for review. The customer’s bank then reviews all the evidence and decides whether the claim is valid. The merchant/business is notified by email as the status changes (e.g. approved, declined, or sent for arbitration). How long does the process take? The full chargeback process can take up to 8 weeks , depending on how quickly the customer’s bank reviews the claim. Customers generally have up to 120 days from the date of the transaction to raise a chargeback. What happens if the merchant loses the chargeback? If the bank rules in favour of the customer: The payment amount remains with the customer. The merchant pays a chargeback fee , which will appear on their bill. What happens if the merchant wins the chargeback? If the bank rules in favour of the merchant: The held funds are released back to the merchant. The chargeback fee still applies. The customer can still appeal the decision (this appeal stage is known as arbitration ). If this happens, additional costs may apply to the merchant. Can a customer contact Atoa to start a chargeback? No. Customers must contact their own bank to initiate a chargeback . This is the standard global process. Atoa cannot open or manage chargeback claims directly for customers.

Question 53

What happens if there is a dispute with my transaction?

Accepted Answer

Talk to the business or customer first If there is any dispute regarding a transaction reach out to the business. Contact your bank If you are unable to resolve your dispute with the business, we would recommend you get in touch with your bank to see if they are able to assist you. Drop us a line If you believe that a business has breached our Terms of Service , email us at hello@paywithatoa.co.uk with the full details of your issue. Please note that we can't always resolve disagreements between you and a business.

Question 54

Paying in-store with Atoa

Accepted Answer

If you're a customer who’s paying a business using Atoa, this section is for you. Here are answers to common questions about how it works and what to do if something goes wrong. What is Atoa and how does it work? Atoa lets you pay a business directly from your bank app. No cards, no cash, no faff. Just scan a QR code or click on a SMS link, approve the payment in your bank app or internet banking, and you’re done. It’s fast, secure, and the business gets paid instantly. How do I pay in-store using Atoa? Scan the QR code using your phone camera or click on the SMS link from the business. You'll be shown the business name and amount due. Choose your bank from the list provided. You’ll be taken to your bank app or Internet Banking. Approve the payment securely using Face ID or Fingerprint Scan. Once done, you'll return to the business's confirmation screen. No app downloads or card details needed. Take a look at this video if you’re still unsure. Is Atoa secure? Yes, very. Atoa uses open banking technology, meaning you never share card details and your account details are never shared or exposed either. You approve the payment securely within your bank app using Face ID, fingerprint, or a passcode. Atoa is also ISO 27001 certified, which means we follow globally recognised security standards. I paid for something I didn’t receive. Can I get a refund? Start by speaking to the business directly. If they agree to refund you, they can initiate the refund straight to your bank account. What happens if there’s a dispute with my transaction? If you can’t resolve the issue with the business, you can raise a complaint with your bank, just like any other payment. Atoa payments are processed securely between your bank and the business’s bank, no middlemen involved. Can I cancel a payment? Atoa payments are instant and final, so once you’ve approved it in your banking app, it can’t be cancelled. If you’ve made a mistake or paid the wrong amount, please speak to the business and ask them to issue a refund. Do I need to download the Atoa app to pay? Not at all! You don’t need to download anything. Atoa works through your bank’s app or Internet Banking. Just scan the QR code and follow the steps. Will I be charged a fee for using Atoa? No, there’s no charge for customers to use Atoa. It’s completely free. Only businesses pay a small fee, you don’t. How will I know my payment went through? Once you approve the payment in your banking app, you'll be redirected to a confirmation screen. You’ll also see the transaction in your bank statement. What if my phone loses signal during payment? If you lose connection before approving the payment, you may need to start the process again. Your payment will only go through once it’s been approved in your bank app. Can I use Atoa if I don’t have mobile banking? You’ll need access to mobile or online banking to complete a payment. If you don’t, you won’t be able to use Atoa. In that case, ask the business for an alternative way to pay. What should I do if the QR code isn’t scanning? Make sure your camera lens is clean and you're standing close enough. If the code still doesn't scan, the business can share a payment link with you instead, just ask them.

Question 55

Can I accept international payments with Atoa?

Accepted Answer

Not currently. As Atoa utilises the UK Faster Payment Service, only payments made via a supported UK Bank Account can be accepted. International Banks are subject to regulations different from those of UK bank accounts, and there is no infrastructure or mandate to allow these banks to process payments using FPS currently. Therefore, we are only able to accept payments from banks in the UK at this moment in time.

Question 56

What should I do if I encounter a card payment error?

Accepted Answer

If a card payment fails, check the error code displayed in your Atoa dashboard. Each code corresponds to a specific reason for the failure; refer to our guide on card payment errors for detailed explanations and next steps.

Question 57

How do I issue a refund using Atoa?

Accepted Answer

You can issue a refund through Atoa by following the refund procedure outlined in our Help Center. If you need further assistance, please refer to our support articles or contact our support team.

Question 58

What should I do if my Atoa account application got declined?

Accepted Answer

If your Atoa Business account application was declined, it's typically because our UK-based security team found that it didn't meet our high standards. Unfortunately, we can't share specific reasons related to individual applications due to our confidential security measures. If you have questions, you can reach out to our support team for further assistance.

Question 59

Using Atoa in bars and restaurants

Accepted Answer

Can I add Atoa to my point-of-sale system? Yes. Atoa integrates with leading hospitality POS systems, including Tevalis, Kurve, pointOne, and more, so payments sync straight back to your system without any manual work. If your current system isn't in our list of integrations, let your provider know about us and we'll work on adding the connection. How should I display my QR codes? You can place QR codes wherever customers are most likely to pay. Common placements include: Table stickers or card holders for pay-at-table Printed on receipts or check presenters At the bar or self-service kiosks On digital menus or ordering screens Linking each QR code to the right table or station makes it easy to track payments without any extra steps. Can my waiting staff take payments? Yes. You can add your whole team to Atoa and control what each person can access. There are three built-in roles to choose from: Cashier – can take payments but has limited visibility Supervisor – has broader access to manage and review payments Admin – has the same access as the account owner You can also create a Custom role , give it a name, and assign it exactly the permissions you want. This is useful if your team structure doesn't fit neatly into the standard options. All activity is visible in your dashboard, so you always have a clear view of payments across your team. Does Atoa have a tip feature? Yes. You can enable tipping so customers can leave a gratuity at checkout, no prompting needed from your team. To turn it on, go to Tipping on the menu and toggle tips on. You can choose: Most tipped – shows the most popular tip amounts Custom amount – lets customers choose what they want to leave Enabling tips can increase your takings by up to 10%. How does a customer actually pay using Atoa? When a customer is ready to pay, they scan the QR code on the table or tap the payment link you've sent them. From there, they can: Pay directly from their banking app using Face ID, fingerprint, or passcode Pay by debit or credit card (if card payments are enabled) The whole process takes seconds. There's no app to download and no card machine to bring to the table. How quickly do payments settle? Pay by Bank payments settle instantly, with funds arriving in your account in real time. Every payment is confirmed the moment it's made, so your records are always up to date. If you're an enterprise business, you can opt for consolidated payouts. All payments from the day batched into a single settlement the following morning. Can I take advance payments for group bookings or events? Yes. You can send a secure payment link via SMS or email to collect a deposit or full payment before the visit. This is useful for: Large group reservations or private dining Pre-ordered food and drinks packages Private catered events Events or ticketed evenings Once the customer opens the link, they can pay by bank or by card. You'll see the payment confirmed instantly in your dashboard. Can Atoa help me collect more Google reviews? Yes. When a customer pays through an Atoa payment link, they're automatically prompted to leave a Google review . There’s no chasing or follow-up needed from your team. Here's how it works: Reviews of four stars and above are published directly to your connected Google Business Profile Lower ratings are routed privately to your Atoa dashboard, so you can follow up with the customer before anything goes public You can respond to all reviews from within your dashboard, in one place The feature can be switched on or off at any time from your account settings Because the prompt goes out at the moment of payment, when the experience is freshest, you're far more likely to get a response than with a follow-up email or verbal ask. What happens if a customer needs a refund? You can issue refunds directly from your Atoa dashboard. If you have the Atoa Payouts feature and sufficient balance, refunds can be processed instantly. If not, the refund will typically be returned within a few working days. You can also process refunds manually if needed. Either way, the payment record stays visible in your dashboard so everything is clearly tracked.

Question 60

Using Atoa in your automotive business

Accepted Answer

How can Atoa help me take payments for vehicles, servicing, or repairs? Atoa helps dealerships and garages take payments quickly and securely, especially for high-value transactions. With Pay by Bank, customers can pay directly from their Bank app. Payments are confirmed in seconds, so your team doesn’t need to wait or manually verify transfers. You can also enable card payments, giving customers the option to pay by debit or credit card. This makes it easy to: Take full payment for a vehicle Collect payments after servicing or repairs Secure bookings with upfront deposits Can I take a deposit to reserve a vehicle or booking? Yes. You can send a payment link to your customer via SMS or email to collect a deposit. They can choose to: Pay directly from their banking app, or Pay by card (if enabled) This helps you secure serious buyers and bookings without chasing payments. What if the customer can’t pay the full amount upfront? For larger jobs, you can offer partial payments. This allows you to: Take a deposit before starting work Let the customer pay the remaining balance later The same payment link can be reused, so the customer can return and complete the payment when ready. This is especially useful when: Repair costs change after inspection Customers need flexibility on larger bills You want to avoid splitting invoices or chasing balances How do I handle payments for additional repair work? If extra work is needed after inspection, you can quickly send a payment link with the updated amount. The customer can review and approve the payment remotely, without needing to return to the workshop. This helps you move forward with the job faster and keeps everything clearly recorded. Can I take payments in the workshop or showroom? Yes. You can display a QR code at your reception, service desk, or showroom. Customers simply scan the code and choose how they want to pay, either through their banking app or by card. This removes the need for cash handling or manual bank transfers. Can customers pay remotely if they’re not on-site? Yes. You can send a payment link via SMS or email, allowing customers to pay from anywhere. This is useful when: A customer approves work over the phone You need payment before releasing a vehicle The customer can’t return in person Why not just ask for a bank transfer? Manual bank transfers can slow things down and create extra admin. With Atoa: Payments are confirmed instantly You don’t need to check your bank account manually Each payment is tracked and linked to the customer Everything is handled in one place, making it easier to manage payments across your business. Can I use Atoa alongside my DMS or existing systems? Yes. Atoa works alongside your existing dealership management system (DMS) or payment setup. You don’t need to replace anything. You can simply add Atoa to start accepting instant bank payments and card payments for business. How can my sales or service team take payments? You can give your sales advisors, service staff, or reception team access to take payments through Atoa. They can: Send payment links for deposits, bookings, or completed work Take payments in person using QR codes View the status of payments they’ve handled This helps your team collect payments smoothly at every stage, from booking to vehicle handover. Can I track which payments relate to which job or customer? Yes. Every payment is tracked in your Atoa dashboard in real time. You can: See which payments are completed, pending, or partially paid Match payments to specific customers or jobs Keep a clear record without manual tracking This makes it easier to stay organised, especially when handling multiple vehicles or jobs at once. Can I take payment before releasing a vehicle? Yes. You can request payment before handover by sending a payment link to your customer. Once the payment is confirmed, you’ll see it instantly in your dashboard. This gives you confidence that everything is settled before the vehicle leaves your premises. Do customers need to download anything? No. Customers don’t need to download a new app. They simply open the payment link or scan a QR code and complete the payment using their Bank app or card.

Question 61

Using Atoa in hair and beauty businesses

Accepted Answer

How does Atoa work for salons and clinics? Atoa helps salons and beauty clinics take instant bank payments and card payments in one place, whether you’re at reception, in a treatment room, or taking bookings remotely. With Pay by Bank, customers make an instant bank transfer directly from their banking app. Payments are confirmed in seconds, with no need to enter card details. You can also enable card payments, so customers can choose to pay by debit or credit card when using a payment link or QR code. Once set up, you can: Display QR codes at reception or workstations Send payment links via SMS or email Take payments during or after treatments This gives you one simple way to take both bank and card payments. Can I take deposits or remote payments for appointments? Yes. Atoa makes it easy to take deposits or full payments before an appointment , helping reduce no-shows. You can send a secure payment link via: SMS Email When the customer opens the link, they can choose to: Pay by bank (instant bank pay via their banking app), or Pay by card (if card payments are enabled on your account) Can I take partial payments for treatments? Yes. If you offer higher-value treatments or packages, you can take partial payments. For example, you can: Take a deposit when the appointment is booked Collect the remaining balance after the treatment Can I take payments in the salon? Absolutely. For in-person payments, you can: Display a QR code at reception or workstations Let clients scan and pay instantly You can accept card payments and instant bank payments UK businesses rely on, all in one place. Do my clients need to download anything? No. Your clients don’t need to download a new app. They simply: Scan a QR code or tap a payment link Choose their bank or card option Approve the payment securely For bank payments, they’ll complete the payment in their banking app using Face ID, fingerprint, or passcode. How do I manage staff taking payments? You can create individual staff logins within your Atoa account and assign them to your business location. This allows your team to: Take payments from their own workstation or treatment room Use QR codes or send payment links to clients Track payments linked to their activity Everything is managed from your Atoa dashboard, giving you full visibility of payments across your salon. Can I use Atoa for walk-ins and new clients? Yes. Atoa works for both walk-ins and first-time clients. As long as your client has a smartphone, they can: Scan a QR code in your salon, or Pay through a secure link sent via SMS or email You can accept credit card payments or offer Pay by Bank for a faster, more secure experience.

Question 62

Can I use Atoa for my Facebook Marketplace or Gumtree business?

Accepted Answer

Home Industry specific Can I use Atoa for my Facebook Marketplace or Gumtree business? No. Atoa merchants are strictly not permitted to use Atoa for payments via third-party marketplaces like Facebook Marketplace, Gumtree, etc. Any merchant found using Atoa in conjunction with third-party marketplaces will be immediately suspended from using our service. Our Terms of Service require merchants to provide a high level of service and care to consumers. We also advise consumers to exercise caution and only approve payments to merchants they know and trust. We require customers to tick the "I trust this merchant" tickbox and acknowledge they know the recipient before they are able to approve a payment.

Question 63

Using Atoa for online and ecommerce payments

Accepted Answer

How does Atoa work for online businesses? Atoa lets you add Pay by Bank and card payments as options at your online checkout, giving customers the flexibility to choose how they pay. Customers choosing Pay by Bank do so directly from their Bank app, no card details needed. It's built for UK businesses selling products or services online, and helps reduce your transaction costs compared to card-only processing. Which ecommerce platforms does Atoa integrate with? Atoa is fully integrated with WooCommerce, WordPress, Shopify, and Magento. You can add Atoa as a payment method at checkout in a few steps. If you're on a different platform, email us at hello@paywithatoa.co.uk and we'll let you know where things stand. How does Pay by Bank work for my customers at checkout? It's a simple, secure, and convenient way to pay. When a customer selects Pay by Bank at checkout, they're redirected to their Bank app where they approve the payment with Face ID, fingerprint, or passcode. The payment is confirmed in seconds. There's no need to enter card details, remember passwords, or go through extra steps, making it one of the easiest checkout experiences available. Can I offer both Pay by Bank and card payments? Yes. If card payments are enabled on your Atoa account, customers can choose between Pay by Bank or cards at checkout. Giving customers both options keeps the experience flexible and reduces chances of abandoning the cart. You'll also save more on fees the more customers choose Pay by Bank, since it carries lower transaction costs than card processing. Are there any chargebacks with Pay by Bank? Yes. There are no chargebacks with Pay by Bank. Because every payment is authorised directly through the customer's own bank, using their own authentication, it can't be reversed in the way a card payment can. This removes a significant cost and administrative burden for online businesses. How quickly do online payments settle? Pay by Bank payments settle instantly, with funds arriving in your account in real time. Card payments follow standard processing timelines. For businesses with higher volumes, payouts can be consolidated into a single bulk settlement paid out the following morning. Learn more here . Do customers need a new app for Pay by Bank? No. Customers use their existing Bank app. There's nothing new to download or set up. When they select Pay by Bank at checkout, they're taken straight to their Bank app to approve the payment, then returned to your store once it's confirmed. Will adding Pay by Bank affect my checkout conversion? It shouldn't, and for many businesses, it improves it. Pay by Bank sits alongside your existing payment options, so customers who prefer cards can still use them. For customers already comfortable paying through their Bank app, having the option available removes friction and can make them more likely to complete the purchase. What types of online businesses can use Atoa? Atoa is available to most UK businesses selling products or services online. However, not all ecommerce businesses qualify, and you may be asked to provide additional documents during verification. Atoa cannot be used for online marketplace transactions or social commerce payments such as Facebook Marketplace. Accounts found to be doing so will be suspended. For any other questions, reach out to us at hello@paywithatoa.co.uk .

Question 64

Using Atoa in clinics and healthcare practices

Accepted Answer

How does Atoa work for clinics? Atoa helps dental practices, vet clinics, physiotherapists, and other healthcare providers take instant payments and card payments in one place, whether you're collecting at reception, sending an invoice after a consultation, or securing a deposit before an appointment. With Pay by Bank, patients pay directly from their Bank app. Payments are confirmed in seconds, with no card details to enter. You can also enable card payments, giving patients the flexibility to pay however they prefer. Once your Atoa account is set up, you can: Take payments at reception using a QR code Send payment links via SMS or email before or after a visit Collect deposits to secure bookings Accept partial payments for longer or higher-value treatment plans Can I take a deposit to reduce no-shows? Yes. You can send a secure payment link via SMS or email to collect a deposit when an appointment is booked. This gives patients a financial commitment to their appointment and significantly reduces last-minute cancellations. How do I handle payments for high-value or multi-stage treatments? For treatments like implants, orthodontics, or ongoing physio, you can take partial payments across multiple stages. For example, you can: Collect a deposit when treatment is agreed Take an interim payment before a procedure Request the final balance once treatment is complete The same payment link can be reused, so patients can return and pay each stage when they're ready. Everything is tracked in your dashboard, so there's no manual reconciliation needed. Can I collect payment remotely after a consultation? Yes. You can send a payment link via SMS or email at any point, before, during, or after the appointment. Patients don't need to return to the practice to pay. They simply open the link and complete the payment from wherever they are. Can my reception team take payments? Yes. You can add your team to Atoa and assign each person a role based on what they need access to. There are three built-in roles: Cashier – can take payments but has limited visibility Supervisor – has broader access to manage and review payments Admin – has the same access as the account owner You can also create a custom role , give it a name, and assign it exactly the permissions you want. Do patients need to download anything? No. Patients don't need to download a new app. They simply scan a QR code or click on a payment link, then choose to pay through their Bank app or by card. For Pay by Bank payments, they authenticate using Face ID, fingerprint, or passcode. How quickly do payments settle? Pay by Bank payments settle instantly, with funds arriving in your account in real time. Every payment is confirmed the moment it's made, so your records are always up to date. For larger practices or group clinics, payouts can be consolidated into a single bulk settlement paid out the following morning. Learn more here . Can I manage payments across multiple locations? Yes. If you run more than one practice or branch, you can manage all payments from a single Atoa account. Learn more here . Each location can have its own QR codes, payment links, and staff access, while you retain full visibility across all sites from your dashboard. This makes it easier to track performance and stay organised without switching between systems. Does Atoa prompt patients to leave a Google review? Yes, on the Growth and Advance plans. After paying through an Atoa payment link, patients are automatically prompted to leave a review, no follow-up needed from your team. Four-star reviews and above go straight to your Google Business Profile, while lower ratings are routed privately to your dashboard first.

How can we help?

Search results

Account

Devices

Features

Getting started

Help and support

Industry specific

Integrations

Legal and compliance

Payments

Payouts (End of Day)

No results

Still need a hand?