Our most frequently asked questions when setting up your account are below. Need more help? Our team are delighted to discuss the set up process at any time, fill in our request more information form.

Setting up my account:

Q:How long does it take to set up my account?

A:From sending in your application form our sales team, to setting your account up in test mode takes 24 hours. If you do not currently have a merchant service agreement with your bank, it may take up to 3 weeks to set this up with your bank. All clients have the option of setting up and integrating your website with Realex Payments while waiting to get your merchant service agreement with your bank, so as soon as you get your merchant service agreement with the bank, you will be ready to take payments.

Q:How much does Realex Payments cost per month?

A:Realex Payments Real Pay SME Starter Package costs £19 per month, including 350 transactions each month. This is a flat fee each month, no percentage charges are applied. If you go above 350 transactions, we charge an additional 9p per transaction. For corporate rates, or transactions considerably above 350 each month, please contact our sales team by filling in the request more information form.

Q:Do I need a merchant services account to sell online with Realex Payments?

A:Yes, before you can start selling online you'll need a Merchant Service Agreement with your bank. Realex Payments are an independent Payment Service Provider, which means we can work with, and are fully certified to process into all the UK Acquiring Banks, as well a number of European Banks and the major chargecards. Our sales team can give you a full overview of your options available at set up.

Q:What exactly do I need to ask the bank for?

A:You will need to ask your bank for a Merchant Service Agreement. This will give you the authority to accept card payments. Phone numbers to call to get a merchant service agreement are available on our merchant services page.

Q:Why do I need a merchant service agreement?

A:A merchant service agreement is necessary to give you the authority to accept card payments. It is also necessary to manage the transfer of funds.

Q:What developers do you work with?

A:Realex Payments support team can work with any developer. To see a list of developer who have signed up to our referral programme, have a look at our developer section.

Realex Payments Service:

Q:Can I store cards with Realex Payments?

A:Yes, Real Vault is the name of our card storage solution. You can store up to 1,000 cards as standard part of our Real Pay SME Starter Package. If you are storing above 1,000 cards, a charge of 3p per card per month applies.
Note: Realex Payments is fully PCI compliant to the highest level of PCI, enabling us to store card data.

Q:Can I take payments in multiple currencies with Realex?

A:Realex Payments can process transactions in multiple currencies, included as standard as part of our Real Pay SME Starter Package. Your ability to take transactions in different currencies is determined by your merchant services agreement signed with your acquiring bank. To increase the number of currencies you take, please contact your acquiring bank. Our support team will then activate any additional currencies for you.

Q:What are the benefits of 3DSecure and how does it work?

A:3D Secure is a cardholder authentication measure whereby enrolled cardholders are prompted to provide a secret password to authenticate the transaction at the point of sale. The advantage of 3D secure is that it affords a shift in liability in the event of a chargeback from the merchant to either the cardholder or the cardholder’s issuing bank for the vast majority of transactions – even if the cardholder is not enrolled for this service.

3D secure is included as standard as part of our Real Pay Starter SME package, our support team will discuss this with you when setting up your account.

Q:What shopping carts does Realex Payments work with?
Many of the most popular shopping carts available on the market can support transacting through Realex Payments, either out-of-the-box or by installing a plugin. For more information on supported Shopping Carts please see our shopping cart section.