Help Centre

My Account

I forgot my password.

You can reset your password if you know your Adflex account code. You will also need the email address that you signed up with.

I forgot my username.

Your username is always set to the email address that you registered with. If you do not know what e-mail address you signed up with then please contact us.

I don't know my Adflex account code.

The Adflex account code is somtimes called PFGID. Your Adflex account code was sent to you by e-mail when you first signed up. If you cannot find your sign up e-mail then please contact us.

How do I add a new user to my account?

Our sales team will be happy to help you with that. You can e-mail them here.

My company name and/or address needs changing.

You can e-mail us with your request here.

I need a copy of an invoice.

You can print/download copy invoices in the billing section of the self service portal.

I want to pay an invoice.

Payment can be made by bank transfer or cheque, payment details are on your statement/invoice. You can get copy invoices here.

Transactions

Why was my transaction declined?

The decision to decline a transaction is made by the card issuing bank. You will need to contact the buyer who will then need to contact their issuing bank to find out the reason for the decline. Only the buyer has the authority to obtain this information from the issuer.

I have not yet received my funds.

It normally takes 3-4 working days for the funds to be deposited. If you still have not received the funds after that time, you should contact your acquiring bank. Only the merchant has the authority to obtain this information from the aquirer. If you are still struggling then contact us.

What is the difference between a settlement and an authorisation?

An authorisation is a request to the acquirer to reserve funds. A settlement is a request to the acquirer to collect funds previously authorised. In many instances these two requests are sent at the same time, but they could also be sent some time apart, from a few minutes to several days. We always show these as seperate transactions.

What is the difference between settled and pending?

When we receive a request to settle an authorisation, the settlement is marked as pending. These requests are then bundled up and passed to the acquirer in batches. Once the acquirer has confirmed receipt the of the batch the transaction is marked as settled.

Technical

How do I add or change a merchant account MID?

Our sales team will be happy to help with that. Let them know here.

My service is timing out.

You can check the status of all of our services here. If you are still having trouble please contact us.

What does this error code mean?

You can report an error code to the support team here.

I have a technical question.

If you have not been able to find what you were looking for then please contact the support team.

Sales

I'm thinking about using Adflex.

We will be happy to arrange a call back. Let us know you're thinking about us.

I want to add a new user to my account.

We will be happy to help you with that. You can contact us here.

I need to add or change a merchant account MID.

Give us the details and we'll be happy to help.

Video Tutorials

I need to help using the virtual terminal.

Please see our video tutorials. (Opens in a new tab.)

How do I upload a file?

Please see our video tutorials. (Opens in a new tab.)

I need help with Push Payments.

Please see our video tutorials. (Opens in a new tab.)