Sometimes, your bank can block fees withdrawals or deposits from your HPay account to your linked bank account. To ensure all funds transfer smoothly between your HPay and linked bank account, please call your bank and request the following IDs to have any blocks removed:

1310281170
1043575881

Once complete, please let the HPay team know as soon as possible so our partners can retrigger any deposits or fee collections that may be outstanding due to the previous block.

Worldpay funding schedules are found below:

Card Payment Transaction Funding Timeline: Card payment transaction funds are sent to the Merchant’s bank account the next business day after the transaction is processed. Transaction funds are deposited by ACH to the Merchant’s linked bank account and are typically available the morning after the withdrawal is created, although can take up to 48 hours depending on the speed at which the linked bank processes ACH transactions:

More details can be found in this link: https://resource.payrix.com/resources/funding-outline-api-guide and clarifications on naming of transaction statuses can be found here: https://resource.payrix.com/resources/payrix-transaction-statuses-timeline

ECheck Payment Transaction Funding Timeline:

^* This timeline is based on the earliest possible funding time for eChecks (3 business days). Please note that eChecks can take up to 5 business days to complete settlement to fund the Merchant FBO account for later withdrawal.

More information can be found here: https://resource.payrix.com/resources/funding-outline-api-guide#TransactionFunding-eCheckPaymentTransactionFundingTimeline   

You can provide to our Merchant support team an invoice of the transaction held, your business website, your role, and 3-6 months of bank statements of your linked bank account to quantify anticipated monthly payment volume to help lessen the chance of future reviews and to clear any outstanding reviews.

Please contacting our Merchant Support team, including the transaction’s ID found under the transaction’s details in the Portal and your Merchant name and ID. You may also provide additional information to verify transactions and lessen future review chances.

Our payment partners may delay your transaction up to 3 business days for a standard risk review to ensure fraud protection. This is common in the initial stages of processing as they learn about your processing habits. Should any information be requested to clear the review, our partners will reach out to you directly to the business email listed on your HPay account.

On the portal, the Transaction Receipt page contains documentation of a specific transaction made with a customer, as well as a printable and downloadable receipt for the transaction.

To access the Transaction Receipt page:

1. 1. Access the Payment History page in the Payments category in the left navigation panel.
   2. Click any information in the transaction table to redirect to the Transaction Details page.
   3. Click RECEIPT on the Transaction Details page and you will be redirected to the Transaction Receipt page, where you can print or save the PDF.

As a best practice, it is recommended the your team to enable the email alerts in the portal for “transaction captured”, “transaction settled” , “transaction failed”, and “eCheck settled” notifications. There’s an important distinction: a “captured transaction” is triggered immediately when your customer submites their payment information, but it doesn’t guarantee that the payment will be successful. The transaction may either “fail” or successfully “settled” after capture. Please be aware that for every “captured” notification, you will receive a “duplicate” alert for the same transaction once it has either “settled” or “failed.”

Your clients should automatically receive payment receipt emails when their payment is successfully captured.

Your client does not receive payment receipt emails, we recommend adjusting your HPay settings so such that in your HPay Settings, the payment link’s “Reply Email” is “noreply@paymentsbyhorizon.com” You can learn how to adjust this setting here.

Yes, multiple emails can be specified as receiptient for various payment events in the online portal’s “email alerts” section. More information can be found here.

You can set up email notifications when a payment is successfully “settled” in the online portal’s “email alerts” section. More information can be found here.

Yes, when your client submits payment information, they get an automatic emailed receipt. Please know that this receipt only shows the payment was submitted, and does not guarantee the transaction was successfully processed.

HPay Worldpay users set up email notifications for various transactions events in the online portal’s “email alerts” section; they are not on by default. More information can be found here.  Your customers automatically receive emailed payment receipts upon submitting their payment details for a transaction; this does not need to be set up.

The Worldpay Partner HPay portal can be accessed at https://hpay.horizoncloud.com/. For help resources, visit Worldpay Portal Help Center. 

The JPMorgan Partner Portal can be accessed at www.wepay.com/login For help resources, visit JPMorgan Portal Help Center 

You can set up email notifications when a payment is successfully “settled” in the online portal’s “email alerts” section. More information can be found here.

Yes, when your client submits payment information, they get an automatic emailed receipt. Please know that this receipt only shows the payment was submitted, and does not guarantee the transaction was successfully processed.

For Worldpay users, follow these steps on the portal: 

1. Navigate to the Payment History page in the Payments category on the left-hand navigation panel. 

1. Click on any information in the transaction table to redirect to the Transaction Details page. 

1. Click RECEIPT on the Transaction Details page to be redirected to the Transaction Receipt page. More details can be found here: Merchant Transaction Receipt. 

For JPMorgan users, the admin email and payer receive an emailed receipt from support@wepay.com. 

For our HPay Worldpay Partnerships, please login to the portal and navigate to the left side of the page, click Reports -> Create Reports. The three most popular reports are the Transaction Detail, Balance Detail, and Monthly Statements. More information on each report can be found under the “Report Features” section here

Reports time frames have a maximum of 30 days.

Yes, a different card will be stored as a new stored card.

Yes, only with a Worldpay partnership. Detailed instructions can be found here: Quick Charge and Create Payment.

Users can check the client record in Caterease to see if there is a stored card.

Worldpay merchants can set up email notifications for various events by logging into the PayRix portal, navigating to the email alerts tab, turning on the desired notifications, and adding emails for these notices. More information can be found here: Email Alerts Setup.

JPMorgan merchants receive email notifications to the listed admin email address for all transaction related communications. 

Sometimes, your bank can block fees withdrawals or deposits from your HPay account to your linked bank account. To ensure all funds transfer smoothly between your HPay and linked bank account, please call your bank and request the following IDs to have any blocks removed:

1310281170
1043575881

Once complete, please let the HPay team know as soon as possible so our partners can retrigger any deposits or fee collections that may be outstanding due to the previous block.

The credit card rate can be higher than our base processing rate of 1.25% because we use an IC+ structure, which is our rate of 1.25% plus the interchange rate of the card used to process. Interchange rates can vary widely depending on the card type and card holder your client uses and are updated twice a year. For example, American Express (AmEx) has notoriously high interchange rates, so in your HPay setting, we give you the option to not accept Amex. To also help you recoup some of the interchange fees and lower your overall processing rate, we allow automatic surcharging* up to 3% you can enable: Enabling Payment Surcharges

*surcharging not available to organizations based in CT,MA, ME,  OK, and up to 2% in CO

HPay uses an interchange plus structure (IC+). Credit card transactions incur a fee of 1.25% + 10 cents per transaction plus the card’s interchange fee. Debit cards have a similar structure but generally lower interchange fees. ACH transactions have a fee of 0.85% + 25 cents per transaction.

JPMorgan users can refer the support article: How do I issue a refund. Note: Refunding through the portal will not update the transaction status in Caterease automatically, and once the refund is made, you will need to go to the transaction’s details in the in Caterease event and click “update link”. 

Worldpay users can similarly refund through the portal and update the Caterease transaction using the transaction detail’s refund button: Transaction Details 

Deposit failures often occur due to the absence of bank account information or blocked fee withdrawals. Login to the portal to ensure your bank account information is up to date. For JPMorgan users, please call your linked bank and ensure the allowable IDs are permitted by your bank, and delete and re-add your bank account over the portal after the adjustment.

Should you still experience issues, please reach out to the Merchant Support team. 

Change the reply email address in your H-Pay setup to noreply@paymentsbyhorizon.com to ensure clients’ email servers do not block payment links sent by SendGrid. You can also update the Payment Link Invoice template to include your return email address.