Frequently asked questions

How do I know I am really on the PSM website?

Always check that the website name on the browser location bar begins with https://paysafemoney.com/ (we use only paysafemoney.com subdomain names).

Can I have multiple accounts?

No, you should create additional wallets rather than open a new account. This will have the same effect in terms of new possibilities, for example, to separate two independent businesses.

Can I change account ownership type after I sign up?

Unfortunately, the user can not change the account ownership type from Corporate to Personal or vise versa. However, please feel free to contact our Support Service for further assistance.

How can I submit my complaint with respect to the errors or unauthorized transactions?

You must notify us if You believe there has been or will be an error, unauthorized transaction, misappropriated or unauthorized use of Your Payment Instrument or You Account, by contacting our Support Service online via the Contact Us page by logging into the Secure Area of your Account. You must give us all the information in Your possession as to the circumstances of any errors, unauthorized transactions and/or misappropriated or unauthorized use of Your Payment Instrument or Account and take all reasonable steps requested to assist us in our investigation. We may provide third parties with information the Company considers relevant in such circumstances in accordance with our Privacy Policy.

If I have a complaint to make about PSM?

If You have a complaint to make about PSM, You may choose to escalate it by reviewing our Complaints Policy.

Shall I be entitled to refund of the payment?

You shall be entitled to a refund of the full amount of any payment transaction authorized by You and initiated by or through a merchant or other third party, provided the conditions applicable to a refund according to the accepted Terms of Service have been met.

What are the means of resolving the disputes with PSM?

Contact PSM First. If a dispute arises between us, our goal is to learn about and address Your concerns and, if we are unable to do so to Your satisfaction, to provide You with a neutral and cost effective means of resolving the dispute quickly. Disputes between us regarding our Services may be reported to Support Service online via the Contact Us page at any time and by logging into the Secure Area of your Account.

What is the Improper Account Access?

It is very important that You immediately notify us if You have reason to believe any of the following activities have occurred:

  1. There has been an unauthorized transaction sent from Your Account;
  2. There has been unauthorized access to Your Account;
  3. Your password or PIN has been compromised;
  4. Any device You have used to access the Services has been lost, stolen or deactivated.
  5. Someone has transferred or may have transferred money from Your Account without Your permission (this includes where You link Your Account with a third party platform (including a site or app), to make payments directly from that platform, but a payment was made from Your Account for a transaction via that platform that You did not make) (collectively called “Improper Account Access”). You must also immediately notify the Company if You have reason to believe that any other error has occurred on Your Accounts. In order for You to notify us immediately of any of the above events, we strongly recommend that You monitor Your Account closely on a regular basis.

What is the term of investigation and solving the problem?

We will advise You of the results of our investigation within twenty (20) Business Days after we receive a notice from You. If we has made an error, we will correct it promptly. If we need more time, however, we may take up to sixty (60) Days to investigate Your complaint or question. If we decides that it needs more time, it will provisionally re-credit the Your Account for the amount we think is in error within ten (10) Business Days after we receive a notice from You; so that You will have use of the E-money during the time it takes us to complete its investigation. At the end of investigation, we will advise You of the results within three (3) Business Days. If we determine that there was no error, we will send You a written explanation and it may debit any provisional credit that it previously credited to You in relation to the alleged error. You may ask for copies of the documents that we used in our investigation. Where we believe in our reasonable opinion that further investigation is required to ascertain more clearly the circumstances surrounding the reported Improper Account Access, we will follow the same process as set out above for such investigation.

What steps PSM will take if it discovers a processing error?

If we discover a processing error, we will rectify the error. If the error resulted in Your receiving less money than You were entitled to, PSM will credit Your Account for the difference. If the error results in Your receiving more money than You were entitled to, PSM may debit the extra funds from Your Account. If a payment was made to Your Funding Source by way of mistake, PSM may correct the mistake by debiting or crediting (as the case may be) Your appropriate Funding Source(s). If the error resulted in our not completing a transaction on time or in the correct amount, we will be liable to refund any amount as a result of carrying out a defective or non-executed payment transaction and for Your losses or damages directly and reasonably foreseeably caused by this failure, unless:

  • through no fault of us, You did not have enough available funds to complete the transaction,
  • PSM`s system was not working properly and You knew about the breakdown when You started the transaction, or
  • circumstances beyond our control (such as fire or flood or loss of Internet connection) prevented the transaction, despite our reasonable precautions.

Who takes the responsibility in case of an error or unauthorized transaction?

We will not seek to hold You liable for any unauthorized use of Your Accounts by any person provided that we are satisfied that You have not acted deliberately so as to enable any third person to gain access to Your PSM USERNAME and/or password/PIN or to Your device while You are logged into the Services. We will hold You liable for unauthorized use of Your Account if we have evidence that suggests: You acted deliberately so as to enable any third person to gain access to Your PSM USERNAME and/or password/PIN; You acted fraudulently; or You have with intent or gross negligence failed to comply with Your obligations to use Your Payment Instrument in the manner set out in the accepted Terms of Service.
We will not be held liable for the non-execution or defective execution of a payment transaction if You have failed to notify us of such an incorrectly executed payment transaction without undue delay, or in any event no later than within 13 months after the debit date, on becoming aware of such incorrectly executed payment transaction.

Will PSM reimburse me for an unauthorized transaction?

If You report that there has been an Improper Account Access related to Your Account, and there is no evidence to suggest fraud or deliberate or grossly negligent behavior by You, we will reimburse You in full for all unauthorized transactions sent from Your Account provided that You have informed us of the Improper Account Access without undue delay and in any event, no later than 13 months after the first Improper Account Access transaction was executed.

icon

PSM Newsletter

Subscribe to our newsletter for important news, product updates.

logo

Don't wait. Experience PSM now.

We're doing best to facilitate you and your business.

Create Personal Account

Try PSM free. No Credit Card required.

icon

Give us a call

We're here to make your business extremely simple in the easiest possible way. Contact us.

`