Knowledge Base

Transactions go through various statuses, each representing different stages of the payment process. Below, we’ll break down the key statuses and provide detailed explanations based on our internal processes and general payment industry practices.

Approved
An "Approved" status indicates that the transaction was successfully processed, and the payment has been completed without any issues. This means the funds were successfully authorised and captured, and the customer’s account has been credited accordingly. For approved transactions, we send an immediate callback to confirm the success.

Filtered
A "Filtered" status typically occurs when a transaction fails to meet whitelisting requirements. The most common reason for this is the "loyal source card mask check failed" notification. Finera applies strict whitelisting policies to ensure only trusted cardholders are authorised to transact. If a transaction fails due to not being whitelisted, it will be filtered out, preventing it from being processed. You can avoid this by following our whitelisting process as detailed in What Does Whitelisting a Card Mean and How to Do It?. Please note that transactions may be filtered for reasons beyond whitelisting issues. If you encounter such cases or require assistance, do not hesitate to contact our support team directly.

Pending
A "Pending" status happens when a transaction is still being processed. There might be cases where the pending status lasts for several minutes, especially where the user didn’t complete the deposit process fully. Additionally, it may connect to our smart-routing logic. For more details, refer to Understanding Pending Transactions and Timeframes.

Declined
A transaction marked as "Declined" means that the payment was rejected by the issuing bank or payment provider. Common reasons for this can include insufficient funds, incorrect card details, or restrictions placed by the bank. For more insights, check Why are my Transactions Getting Declined? Common Reasons and Solutions.

Failed
A "Failed" status typically occurs due to reasons such as issues with restricted countries, errors on the acquirer’s end, system maintenance, or temporary errors during the payment flow. These failures are often outside the control of the user or even our systems, as they may stem from external factors like the issuing bank or acquirer’s infrastructure.

Error
An "Error" status is similar to a "Failed" transaction but often indicates that the issue may be related to technical issues or specific parameters. Common reasons for errors include temporary system issues, network interruptions, or miscommunication between payment systems. If you encounter this status, we recommend contacting our support team for further investigation and resolution.

By understanding these transaction statuses, you’ll have a clearer view, and can take the necessary steps for troubleshooting or reaching out to our support team if needed.

At Finera, we strive to ensure that all transactions are processed as efficiently as possible. For approved transactions, a callback is sent immediately to confirm the status. Similarly, if a transaction is declined, a callback will also be sent. However, it’s normal for transactions to remain in a pending status for several minutes, particularly if the deposit process is not completed fully. In such cases, please allow additional time for the transaction to reach its final status.

Additionally, the pending status observed may also reflect the process of smart-routing. Our system's algorithms seamlessly and instantly attempt to route transactions to alternative terminals based on accumulated knowledge. This helps ensure better approval rates by maximising opportunities through different processing routes.

If a transaction remains in pending status beyond the expected timeframe, we recommend contacting our support team for further assistance.

Whitelisting a card is a security measure implemented by Finera to ensure that only verified and trusted customers can complete transactions through our platform. This process helps safeguard against fraudulent activity and enhances transaction approval rates by pre-approving cards for use within our system. At Finera, we prioritise secure and reliable transactions, which is why we require all cards to be whitelisted before any deposits are made.

To maintain this high standard of security, Finera does not cater to first-time depositors (FTDs) by default. We kindly request that all clients you direct to us have successfully completed at least one deposit through another credit card Payment Service Provider (PSP) prior to their first transaction with us. Before processing any deposit, clients must whitelist their cards by providing the first 6 digits and last 4 digits of the credit card. This process ensures only known and trusted cards are permitted to transact.

Manual Whitelisting Process
For customers who prefer to handle whitelisting manually, here’s a step-by-step guide:

1. Create a List: Compile a list of all known and trusted depositors.
2. Organise in CSV Format: Structure this list into a CSV (comma-separated values) file, with the 6+4 digits of each credit card placed in a single column.
3. Submit to Support: Share the CSV file with our support team. Requests can be made singularly or in batches, depending on your needs.

Automated Whitelisting Process
For enhanced convenience, Finera supports automated whitelisting for clients using compatible systems, such as a cashier service. This feature allows a smooth integration and reduces manual effort. If you are interested in setting up automated whitelisting, please contact our support team to explore this option further.

Best Practices for Whitelisting
Regardless of whether you opt for manual or automated whitelisting, we recommend providing an initial list of all your known and trusted depositors. This foundational list can be expanded over time as new entries become necessary. By maintaining an up-to-date whitelist, you can ensure smoother transactions and a more secure payment process for your customers.

If you have any questions or require further assistance with the whitelisting process, do not hesitate to reach out to our support team. We are here to help and ensure that your experience with Finera is secure, efficient, and tailored to your needs.

Transactions are filtered out by Finera mainly when the credit card used has not been whitelisted in our system ("loyal source card mask check failed" notification). Whitelisting is a critical security step that ensures only verified and trusted cards are allowed to transact. If a card has not been whitelisted by providing the first 6 digits and last 4 digits, any transaction attempt will be automatically filtered to maintain the integrity and security of the payment process.

This measure is especially important because Finera does not cater to first-time depositors (FTDs) by default. We require all clients to have a history of successful deposits through another Payment Service Provider (PSP) before initiating transactions with us. To avoid transactions being filtered out, ensure the necessary whitelisting process is completed either manually, by submitting a list of 6+4 card details in CSV format to our support team, or automatically, through a compatible system. If you encounter this issue, please contact our support team for guidance on how to resolve it promptly.

At Finera a player is generally considered trusted after completing one successful deposit using another credit card solution. This demonstrates the player's ability to transact successfully and validates their payment details, reducing the likelihood of fraud or chargeback risks.

Finera's trusted user criteria require at least one prior successful deposit made specifically through another credit card solution. Deposits via Alternative Payment Methods (APMs) do not meet this requirement. This policy ensures a secure and consistent user verification process for card transactions.

The user Acceptance Rate (AR%) (or in many cases known as Approval Rate) is a critical metric in the payments industry. It reflects the simple calculation of dividing the number of successful transactions by the total number of user attempts in unique terms. A higher AR% indicates greater transaction success, which is essential for maintaining smooth operations and improving customer satisfaction.

In the payments industry, a strong AR% contributes to reducing transaction friction, enhancing customer experience, and optimising revenue streams. Monitoring AR% allows us to identify areas for improvement, such as payment methods, regional restrictions, or system configurations. By focusing on improving AR%, we can ensure better acceptance rates, reduce transaction declines, and ultimately enhance overall payment efficiency and customer trust. 

At Finera, all transactions are securely authenticated to ensure the safety and integrity of the payment process. We offer both Standard 3DS and Frictionless 3DS options, depending on the level of risk associated with each transaction.

Standard 3DS: This method requires users to enter an additional layer of authentication, such as a password or a one-time code sent via SMS, to verify their identity when making a payment. It is designed to provide stronger security, particularly for higher-risk transactions.

Frictionless 3DS: For low-risk transactions, the 3DS authentication process can be bypassed, offering a smoother and more seamless customer experience. This frictionless flow is determined by the issuing bank, which evaluates factors such as the customer's transaction history, frequency of deposits, and the bank’s own risk policies. If the bank deems the transaction as low-risk, they may allow the payment to proceed without requiring additional authentication steps.

Ultimately, the decision to apply frictionless 3DS or Standard 3DS lies with the issuing bank. By offering both options, Finera ensures secure and efficient transaction processing, balancing security with user convenience.

In the payments industry, it's important to distinguish between front-end and processing currencies. The front-end currency is the currency displayed to your customers during the checkout process. This is the currency they see on your website, in their shopping cart, and on their order confirmation. Offering a variety of front-end currencies improves the customer experience by allowing them to transact in their local currency, reducing confusion and perceived foreign exchange costs.

The processing currency, on the other hand, is the currency in which transactions are settled with the acquiring bank. While you can display prices in numerous front-end currencies, transactions will ultimately be processed in one of our supported processing currencies: EUR, GBP, or USD. This distinction is crucial for understanding how funds are moved and reconciled within our payment ecosystem.

We understand the importance of offering a variety of front-end currencies to cater to your global customer base. Our gateway is designed to support the configuration of virtually any front-end currency, allowing you to present pricing in the local currency of your customers. The only exceptions are currencies associated with countries we do not currently process payments for. Please contact our support team for a comprehensive list of supported countries and currencies to ensure seamless integration and transaction processing.

Finera offers seamless integration with virtually any cashier system, including merchant-specific, custom-built cashiers. This flexibility ensures compatibility across a diverse range of platforms, empowering businesses to tailor their payment processes to their unique operational needs. For assistance with integration, our support team is always available to help.

Merchants are not required to maintain a Consumer-to-Business (C2B) bank account to integrate with Finera's Open Banking Solution. All funds are seamlessly collected by Finera, simplifying the process for merchants. However, if you do have a C2B bank account and wish to explore its use, please contact your Account Manager for tailored guidance, or email us directly at cs@finera.com.

A fraud transaction is an unauthorised or deceptive activity conducted with the intent to gain financial or personal benefit unlawfully. This may include stolen credit card use, identity theft, or other forms of financial deception. Such transactions are often flagged by credit card issuers or banks as fraudulent, triggering alerts or chargeback processes to protect the account holder.

A dedicated member of our Risk Department will contact you to verify the details of the transaction. If the review is successful, the transaction will be processed. Additionally, we will contact the merchant involved and suggest that they reach out to the end customer or consider issuing a refund to prevent any chargeback cases or further escalation. If you have any risk-related inquiries you may reach out directly to risk@finera.com.

A chargeback occurs when a cardholder disputes a transaction with their bank, prompting the reversal of the payment. This process is often initiated when customers feel a transaction was unauthorised, fraudulent, or not aligned with the agreed-upon terms. Chargebacks serve as a consumer protection mechanism, but excessive chargebacks can pose significant challenges for businesses.

Preventing chargebacks begins with maintaining clear communication with your customers. Providing accurate descriptions of your products or services, ensuring timely delivery, and keeping proof of service completion can reduce disputes. However, if a business receives too many chargebacks, it may face consequences such as fines, increased processing fees, or even restrictions on its account.

Adopting best practices and proactively addressing customer concerns are essential steps to mitigate these risks.

If you need to request a refund, you can do so easily through your account dashboard or by reaching out to our support team at refunds@finera.com. Be sure to include the relevant transaction details, such as the date, amount, and transaction ID, to help us process your request efficiently.

Refunds are typically processed within 3-5 business days, though the exact timeline may vary depending on the payment method used. If you change your mind after initiating a refund request, you may cancel it as long as it has not yet been processed. To do so, please contact our team promptly.

By following these steps, you can ensure a smooth and timely resolution for any refund-related needs.

Temporary account suspensions are often implemented to protect both the account holder and our system from potential risks. Common reasons include detecting suspicious activity, exceeding chargeback thresholds, or failing to complete required verification steps. If your account has been suspended, we recommend reaching out via email to our team promptly to understand the specific reason and receive guidance on resolving the issue. Ensuring compliance with verification requirements and maintaining secure account practices can help prevent future suspensions.

If you have a concern that isn’t covered in our Risk Management section, we encourage you to reach out to our team for personalised assistance. Simply email us at risk@finera.com with a detailed description of your issue, and our team will work with you to find a resolution. Your satisfaction and security are our top priorities, and we’re always here to help with any inquiries.

Our team is dedicated to upholding stringent compliance standards to ensure the security and integrity of all transactions. This includes strict adherence to anti-money laundering (AML) laws, Know Your Customer (KYC) requirements, and PCI DSS standards for secure payment processing. Additionally, we comply with all relevant industry regulations to maintain transparency, mitigate risks, and foster trust with our clients. Should you have specific questions about our compliance practices, feel free to reach out via email to compliance@finera.com.

KYC verification is a critical step in ensuring compliance with regulatory requirements and safeguarding the integrity of financial transactions. By verifying your identity, we can prevent fraudulent activities, support anti-money laundering (AML) efforts, and protect your account from unauthorised access.

This process not only secures your account but also fosters trust and transparency between all parties involved.

To complete the Know Your Customer (KYC) verification process, you will need to provide a government-issued identification document, such as a passport or driver’s licence, as well as proof of address, such as a utility bill or bank statement issued within the last three months.

Depending on the nature of your account activity, we may also request additional documentation to ensure full compliance with regulatory standards. For a seamless verification process, please ensure that all documents are clear, legible, and up to date.

Failing to complete the KYC verification process can result in restrictions being placed on your account, limiting your ability to perform transactions or access certain features. In some cases, prolonged non-compliance may lead to account suspension until the necessary documentation is provided and successfully verified.

To avoid interruptions, we recommend completing the KYC process promptly and ensuring all required documents are accurate and up to date.

If you encounter an error while submitting your documents, ensure that they meet the required size and format specifications. If the issue persists, please contact our support team for further assistance. Our team is here to help resolve any technical difficulties and ensure your verification process is completed smoothly.

We implement industry-standard encryption and security protocols to safeguard your personal and financial information. Our systems are designed to protect against unauthorised access, ensuring the confidentiality and integrity of your data at all times. Rest assured, we prioritise the security and privacy of your information to provide a safe and trustworthy experience.

Our support team is available 24/7 to ensure uninterrupted assistance for your business. Whether you need help with a technical issue, have a question about transactions, or require guidance on system configurations, our team is ready to respond promptly at any time.

We are committed to providing reliable and continuous support to meet the demands of our industry, no matter the time zone or urgency.

If you need assistance, feel free to reach out to us at your convenience.

—we’re always here to help!

You can reach our support team through multiple convenient channels. For assistance via email, contact us at tech_support@finera.com. Alternatively, you can submit a support request directly through our portal using the “Submit a Request” option. Moreover, you also have access to live chat for real-time assistance with any inquiries or requests.

We are available 24/7 to ensure your questions are addressed quickly and effectively, no matter which method you choose to contact us.

To ensure a smooth and thorough investigation of any transaction, it’s important to provide the necessary details and documentation. Key information includes the transaction date, transaction number, amount, and currency involved. These details allow us to locate and review the transaction in question quickly and accurately.

In some cases, additional documentation may be required to support the investigation. This can include a proof of payment, such as a receipt or payment confirmation, and, if applicable, a bank statement showing the relevant transaction.

Providing all requested information upfront helps expedite the investigation process and ensures a swift resolution to your inquiry.

In case you need to create an account on our support portal, please follow the below steps:

1. Click on "Sign in" button (top-right).
2. Click on "Sign up" link.
3. Input your name and email, and then click "Sign up" button.
4. Check your email (including your Spam folder). You will receive a link to set a new password for your account.

If you get a notification that an account already exists, then it means you have interacted with our organisation before. In such a case you can sign in to the portal directly. If you have forgotten your password (or never created one before), please follow the reset password process to create a new one.

To view and manage your support tickets, follow these simple steps.

First, click on your profile icon located at the top right of the page. Next, select “Requests” from the dropdown menu. This will take you to the “My requests” section, where you can view all your submitted tickets. Here, you’ll find detailed information about each ticket, including status, updates, and any responses from our support team.

For ongoing support, you can add replies to non-closed tickets directly from this page. Additionally, if your organisation has multiple users, you can access the "Organisational requests" tab. This section allows you to view and respond to tickets created by other members of your organisation, ensuring seamless collaboration on shared inquiries.

Your live chat history is readily accessible within your account portal. While live chat sessions are conducted in real-time, every completed chat (ended session) is automatically converted into a support request, ensuring a complete record of your interactions with our team. To review past conversations, simply navigate to your profile and select the "Requests" section. There, you'll find a comprehensive list of all your submitted requests, including those originating from live chat sessions, allowing you to easily track and reference previous communications. This also means that any live chat request can be easily followed up on in the future, should you require further assistance.