PAYMENTS

Supporting your Clients

This article aims to help you troubleshoot if the individual completing the payment encounters any issues and contains the following information:

1. Updating your Guidance for Individuals

2. Does our Solution Support International Individuals?

3. Troubleshooting

4. Refunds 

5. Contacting our Support Team

If you are looking for information such as how to send a payment request to an individual, or general FAQ's for yourselves using the platform please see the below two articles:

• Payments Overview & FAQs
• How to Send a Payment Journey

1. Updating your Guidance for Individuals

To support individuals completing the payments with Credas, we recommend advising them beforehand that they will be required to pay a fee and the amount you will charging them, before you issue them with the Credas invitation. If you have onboarding procedures such as client care letters, welcome packs or emails - we recommend adding in guidance within these to support the individuals. We have suggested wording that you can edit to meet your internal needs below: 

'' As part of our due diligence processes that are a mandatory process required from the UK Government, our clients are asked to submit their person information to our third-party partner Credas. As part of this process, you will also be requested to make a payment of £XX.

Credas are a UK Government-certified Identity Service Provider, who help regulated organisations conduct due diligence on their clients. Credas holds Cyber Essentials Plus and ISO 7001 certification, ensuring that any personal information is stored safely and securely. 

You will receive an email or SMS message from Credas inviting you to complete our due-diligence checks. Should you required any assistance while completing your checks you can find user guides by visiting the site below: Solutions : User Support  "

2. Does our Solution Support International Individuals?

Yes, we accept all major credit and debit cards internationally so international individuals will be successfully use our solution. However, Stripe, our payment partner, does restrict payments from a small number of high-risk jurisdictions such as Iran, North Korea, Syria, and the Crimea, Donetsk and Luhansk regions. In these cases, individuals will not be able to pay a payment from these jurisdictions and therefore complete their verification. Depending on your organisations internal policies, if you wish to verify an individuals from one of these regions, we recommend sending a verification journey that does not include payment.

3. Troubleshooting

If the individual is experiencing issues making a payment from one of our supported regions, we recommend they follow the below steps:

• Is the individual using a supported card? We accept VISA, Mastercard & American Express cards 
• Has the card expired? If the card has expired, they will not be able to use the card to make a payment and we recommend they use another card to proceed. 
• Have they checked their card information is correct? We recommend the individual double checks the information they have inputted such as the name on the card, expiry number and CVC
• Have they checked their billing information is correct? The individual will have been asked to input their postcode, we recommend they ensure they have entered the correct postcode that is linked to the card.
• Can the individual use a different card, apple pay or google pay to complete the transaction?

4. Refunds 

If yourselves or the individual completing the payment wish to speak to our team regarding payments, please get in touch using the details below.

5. Contacting our Support Team

If the individual is still experiencing issues making a payment, they can contact our dedicated payments team using the below contact details:

-Phone: +44 (0)29 2010 2555 

-Email: payments@credas.com

-Ticket: Submit a ticket : User Support 

Got any questions? 

If you have any questions please reach out to the Credas support team by contacting us here

We are committed to continually improving our support resources for you. We would greatly appreciate your feedback below to help us enhance your experience.