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Support that 
fuels success

When you succeed, we succeed. Our customer service team on hand to help 24 hours-a-day, 
7 days-a-week. When you need us, we’ll be there.

You can also access our helpful self-serve resources like our FAQ, Download Centre, Service Portal and Document Archive.

We’re here for you

Whatever your question, our team is always on hand to help.

Phone

0800 500 40 20

General enquiries

hello@
beyondbyrs2.com

Customers

start@beyond
byrs2.com

Partners

partnersupport@
beyondbyrs2.com

FAQ

Can’t find an answer? Get in touch!

Statements, transactions, contracts
I don't understand my statement

No problem, we're happy to help!
Please call or send us an email.

Phone: +49 375 27210 15

Email: help@beyondbyrs2.com

I'm dissatisfied with my terminal and would like a different model

No problem, we're happy to help! Please call or send us an email.

Phone: +49 375 27210 15

Email: help@beyondbyrs2.com

I have questions about my contract

No problem, we're happy to help! Please call or send us an email.

Phone: +49 375 27210 15

Email: help@beyondbyrs2.com

Terminals
Contactless payment sometimes doesn't work on my terminal. Sometimes the terminal accepts contactless transactions, sometimes not. How is that possible?

Don't worry! This isn't a defect in your terminal, but a security feature intentionally implemented by the card-issuing banks. The card-issuing bank wants to make contactless payments even more secure. Therefore, the card is temporarily blocked for contactless payments:
  1. After every fifth payment transaction.
  2. When the transaction exceeds €150.
However, the customer can still pay with their card – they simply need to enter their PIN.

Here are two examples:
  1. A customer has already made four contactless payments with their card. On the fifth payment, they will need to enter their PIN.
  2. A customer has made three consecutive contactless payments: for €51, €52, and €33. The security limit is €150. This means that a desired transaction of €40 is no longer possible without entering the PIN. For security reasons, the PIN must now be entered. After successfully entering the PIN, the customer can make contactless payments again – until the security rule is triggered again

I'm dissatisfied with my terminal and would like a different model

We explain the error code at this link. Should you have any further questions, our colleagues from terminal technology will be happy to assist you by phone at +49 375 27210 10 or by email at help@beyondbyrs2.com.

I have questions about my contract

Please contact our colleagues in terminal technology directly – either by phone or email.

Phone: +49 375 27210 15

Email: help@beyondbyrs2.com

Please do not send your terminal directly to our customer service; contact us first. We will then discuss with you what needs to be done.

Getting started with Shop and Pay

Don't worry! This isn't a defect in your terminal, but a security feature intentionally implemented by the card-issuing banks. The card-issuing bank wants to make contactless payments even more secure. Therefore, the card is temporarily blocked for contactless payments:
  1. After every fifth payment transaction.
  2. When the transaction exceeds €150.
However, the customer can still pay with their card – they simply need to enter their PIN.

Here are two examples:
  1. A customer has already made four contactless payments with their card. On the fifth payment, they will need to enter their PIN.
  2. A customer has made three consecutive contactless payments: for €51, €52, and €33. The security limit is €150. This means that a desired transaction of €40 is no longer possible without entering the PIN. For security reasons, the PIN must now be entered. After successfully entering the PIN, the customer can make contactless payments again – until the security rule is triggered again

Using Shop and Pay
What tools does Shop and Pay offer?

Shop and Pay is not just a payment provider, but also offers a variety of e-commerce tools. Shop and Pay Pages: Create your own small online shop in no time. You don't need any programming skills or your own website.

Shop and Pay Paylink: Send payment requests via a link and enable your customers to complete their payments smoothly.

Shop and Pay Invoice: Create and send fully digital invoices and save money on sending paper invoices.

Shop and Pay Shop Plugins: Integrate Shop and Pay as a plugin into your online shop. Shop and Pay is compatible with all popular shop solutions and CMS.

Shop and Pay Terminal: Mobile terminal for your devices or as a simple checkout on your website.

Shop and Pay Donation: Collect donations easily and affordably.

How can I integrate Shop and Pay into my website?

There are several ways to integrate RS2 Shop & Pay into your website. You can find out more in our Documentation for Developers and through the links below:
  1. iFrame (for Pages only)
  2. Modal Window (for Pages only)
  3. API interface
  4. Shop Plugin

How can I test my Shop and Pay configuration?

Once you have finished setting up Shop and Pay, you can test the system. To do this, put the payment provider (if possible) into test (sandbox) mode and make test payments.

Free test cards or test credit cards are available for this purpose. Don't forget to switch the payment provider to live operation after successful testing to receive payments from your customers.

Once you have completed all these steps, you can receive money from your customers.

The Shop and Pay team wishes you every success and is happy to answer any questions you may have.

How can I log into my Shop and Pay account?

  1. Go to our website.
  2. Click on Login in the upper right corner.
  3. Use the following information to log in:
    1. The email address you used when registering
    2. The password we sent you by email after registration

If you can't find our email, please check your spam folder.

In which countries is Shop and Pay available?

Shop and Pay can be used worldwide. However, online payment processing is limited to the countries where the integrated payment providers are active.

Do I need a website to use Shop and Pay?

No, you don't need your own website to use RS2 Shop & Pay. With Shop and Pay Pages, you can create your own payment page. During registration, you can choose the URL of your payment page

(https://Desired Name.shop-and-pay.com). If you already run your own shop with a shop system, you can use our shop plugin to integrate the payment functionality.

How can I create shop and pay pages?

Navigate to ’Pages > Overview’ in your Shop and Pay account. Select "Create".

You can then choose a title and description, set payment information, add products, and edit form fields. Under "Advanced Settings", you can select and configure additional customization options.

Shop and Pay Pages is now ready to use .

What is 3-D Secure?

3-D Secure is a process to increase the security of credit card transactions. Its goals include reducing credit card fraud and protecting all parties involved.

How it works:

After the buyer enters their credit card details and initiates the transaction, a connection is established with the card issuer. The buyer is then asked to confirm their identity with a code (two-factor authentication via app or SMS). After successful authentication, the credit card payment is processed .

Why was a transaction rejected?

There are several reasons for a declined transaction. The most common reasons are:
  1. Transaction not confirmed with 3D Secure.
  2. Insufficient funds on the card.
  3. Payment declined by the buyer's bank.
  4. The transaction was assessed as a risk/fraud attempt.
  5. Unknown reasons.
If multiple payments from different individuals are declined consecutively, please check your payment provider's status, especially whether any payments are active.

Why isn't PayPal displayed?

Due to PayPal's own regulations, this payment method cannot be displayed within an iframe or modal window. We have no control over any changes to these regulations.

How can I switch to live mode?

Click on Payment Providers in your navigation and select the payment provider you want to put into live mode. You can then adjust the mode under Details.

Why are some payment methods not displayed?

If some payment methods are not displayed, please check the following:
  1. Have you set the payment provider to "visible" in the tool you are using (Donation, Pages, Paylink, etc.)?
  2. Have you selected the logos in your shop plugin?
  3. Should you require further clarification,
Feel free to contact us.

How can I integrate my logo?

You can create an unlimited number of payment forms with your own logos.
  1. To do this, go to the administration interface under "Settings" in the "Look & Feel" submenu and click "Edit" for the desired profile or create a new profile.
  2. In edit mode, you can click the "Upload Logo" button.
  3. You can then choose whether your logo should be displayed as a square, rectangular, or round shape.
  4. Make sure that your file is cropped to the correct size of 200px x 50px and that the file size is a maximum of 1 megabyte .

How can I create user accounts for my customers?

You can configure your Shop and Pay account to automatically create a user account for each customer upon their first payment. If you activate this feature, your customer will receive an email with their login details immediately after payment confirmation. They can then log in to their account through your shop. There, they can view payments made or manage their subscription if they have a subscription with you.

To activate this feature:
  1. In your Shop and Pay backend, navigate to Settings -> Basic Settings.
  2. At the top, you'll find the "General" section.
  3. Check the box next to "Create user account with every payment" to activate this feature.

How can I import and export customer data?

In your Shop and Pay administration, you have the option to import or export customer data.

To do this, navigate to the 'Customers' menu item in the administration.

There, you can export your Shop and Pay customer data as a CSV file or import new customer data from an existing CSV file.

How can I activate two-factor authentication?

To set up two-factor authentication in your merchant account, please follow these steps. You can set up two-factor authentication via either email or SMS.
  1. Click on the dropdown list in the top right corner of your backend and then on "My Account".
  2. Click on 2-Step Authentication and select one of the options .

Payments
Is contactless payment just as secure as payment with PIN entry?

Yes. The security standards for contactless payments are just as high as for payments made by inserting the bank card into the card reader.

Up to what amount is contactless payment possible without entering a PIN?

For amounts over €50, a PIN is required. For amounts under €50, simply hold the card in front of the card reader. However, for security reasons, the card reader may require the card to be inserted.

Is there a minimum amount for card payments?

No, there is no minimum amount for card payments. Card payments help you reduce the costs and risks of holding cash in your store.

How does payment via mobile phone or smartwatch work?

Payments via mobile phone or smartwatch work like contactless payments with a bank card. You don't need to make any further settings.

How are payments made with Apple Pay and Google Pay?

Payments with Apple Pay and Google Pay work practically like contactless card payments. You don't need to make any additional setup steps.

Chargebacks, disputes and rebound effects
What is a chargeback (chargeback/dispute)?

Chargebacks are disputed and reversed credit card transactions. A chargeback can be initiated by the cardholder with their bank, for example, if the cardholder disagrees with the charge. The cardholder's bank can also initiate a chargeback under certain circumstances. A chargeback is normally possible within 120 days of the purchase date (in exceptional cases, a chargeback is possible up to 540 days after the payment date). All received chargebacks can be found in the RS2 customer portal under the menu item "Dispute Handling".

What do I need to do in case of a rebound effect?

RS2 Financial Services GmbH will inform you about a chargeback and the reason for the chargeback via our RS2 customer portal and ask you to provide documentation relating to the original purchase transaction (copy of receipt, shipping confirmation).

RS2 customer portal
How do I access the RS2 customer portal?

You can access the RS2 customer portal at portal.rs2-payment.com. You received your login details when your customer account was activated and were also informed about them in our welcome email.

What can I do in the RS2 customer portal?

In the RS2 customer portal, you can view details of submitted credit card payment transactions, download statements, and, if necessary, process chargebacks.

How can I contact RS2 support?

You can contact RS2 support by phone at +49-6102 7300 40 (Monday to Friday from 9am to 5pm) or send an email to service-fs@rs2.com.

Download centre

Our self-serve centre for product information and T&Cs

Terminal product information

Mobile A920

Fly A77

Base Next

Mobile Premium

Engage P400

Engage V200c

Move 3500

Move 5000

Desk 3500

Desk 5000

Lane 5000

OPP-C60

eCommerce

Shop and Pay

Terms & Conditions

General Terms and Conditions with Data Protection Annex

Special conditions for the provision of clearing services

Data protection information for end customers / cardholders

Customer portals and documentation

Credit card transactions

Here you can find your credit card transactions.

Beyond login page

Terminal statements

Here you can find your terminal statements.

Service portal

Electronic document archive

Here you can find the electronic document archive

Document archive