Ingenico Support

Wie können wir helfen ?

Online-Zahlungen
Terminals (Im Laden)
Bitte erzählen Sie uns mehr über sich
Webshop-Besitzer / Händler

Wir sind ein Geschäft, das online verkauft, und nutzen Ingenico für die Zahlungsverarbeitung.

Online-Käufer / Kunde

Ich habe eine Anfrage bezüglich eines Onlinekaufs.

Vertriebspartner / Systemintegrator

Ich bin ein Partner von Ingenico oder an einer Partnerschaft interessiert.

Terminals (Im Laden)
Bitte helfen Sie uns, die Art Ihrer Anfrage zu identifizieren
Ich bin bereits Kunde

Technischer und administrativer Support für Händler mit einem aktiven Ingenico- / Ogone- / Tunz- / Global Collect-Vertrag

Ich bin noch kein Kunde

Für alle gewerblichen Anfragen und um mit Online-/Mobil-Zahlungen anzufangen

Welchen Firmennamen sehen Sie auf Ihrem Bankauszug oder in der Auftragsbestätigungs-E-Mail?
Ingenico e-Commerce Solutions

Ingenico e-Commerce Solutions / Ingenico Financial Solutions / Ogone / Tunz, jetzt Teil von Ingenico

GlobalCollect

GlobalCollect ist Teil von Ingenico ePayments.

Was ist Ihre Beziehung zu uns?
Ingenico Partner

Support für Ingenico Partner bei der Integration mit Ingenico ePayments-Lösungen.

Potenzieller Partner

Anfragen zu einer formellen Partnerschaft mit Ingenico.

Welche Plattform verwenden Sie?
Ogone (PSPID)

Sie haben eine PSPID (Payment Service Provider ID) oder UserID, die Sie für den Zugang zu Ihrem Konto auf der Ogone-Plattform nutzen. Sie finden die PSPID in Ihrem Vertrag oder auf Ihrer Rechnung.

GlobalCollect (CID)

Sie haben eine Händler-ID für Global Collect (CID)

Bevor Sie uns kontaktieren...
Haben Sie noch eine Frage? Lassen Sie uns reden, bitte wählen Sie nachstehend.
Allgemeine Fragen - Wer sind wir?

Was ist Global Collect / Ingenico ePayments?

Ihre Bestellung

Bei Fragen zum Status meiner Bestellung oder meinem Abonnement

Ihre Zahlung

Bei Fragen zu Ihrer Zahlung

Ihr Kontoauszug

Warum sehe ich in meinem Kontoauszug eine Belastung von GlobalCollect?

Sonstiges

Bei Fragen, die nicht in dieser Liste aufgeführt sind

Für welche Plattform benötigen Sie Unterstützung?
Ogone (PSPID)

Sie haben eine allgemeine Frage zur Zahlungsverarbeitung oder eine Anfrage bezüglich einer PSPID (Payment Service Provider ID) für ein Konto auf der Ogone-Plattform.

GlobalCollect (CID)

Sie haben eine Händler-ID für Global Collect (CID)

Worum geht es in Ihrer Anfrage? Bitte wählen Sie nachstehend.
Ihr Konto
Zahlungsmethoden

Fragen zu Zahlungsarten, Aktivierung, Fehlerbehebung.

Ingenico Rechnungen
Transaktionen
Betrugsbekämpfung
Sonstiges

Für alle Anfragen, die nicht einer vorstehenden Kategorie zugeordnet werden können.

Bitte wählen Sie ein Thema und finden Sie nachstehend eine Liste der Häufig gestellten Fragen (FAQs) in Englisch sowie unser Kontaktformular.
Web Payment Console

Für alle Fragen zur Web Payment Console.

Reporting
Services
Test-Umgebung
Zahlungsanfrage
Sonstiges
Sie haben noch Fragen? Lassen Sie es uns wissen; bitte wählen Sie nachstehend.
Konto
Zahlungsmethoden

Questions about payment methods, activation, trouble-shooting.

Ingenico Rechnungen
Transaktionen
Betrugsbekämpfung
Sonstiges
FAQs on this topic
Your Web Payment Console (WPC) access is blocked. What to do?

When you have problems with logging-in to our Web Payment Console, you can make use of the ‘reset password-functionality’. On the login screen you will find the ‘Forgot password?’-button. This ‘reset password-functionality’ will only work in case you have registered your e-mail address in our system before. In case you have not done this before or you still face problems with your access, please use the following contact forms so we can assist you further. Please ensure your 4-digit Contract ID, the environment to which you have access (Production or Staging) and your user name are included.

You receive an IP address related-error. What to do ?

When you receive an IP address related-error when trying to log-in to the Web Payment Console please use the following contact form to provide us with relevant information so we can assist you further. Please include the error message, your IP address (which you can check via www.whatsmyip.com), the environment you try to access (Production or Staging) and your Contract ID or Merchant ID.

You are facing an outage or system alert in one of our systems. What to do ?

In case of an outage we provide our clients with alerts and publish any service related issue on our Web Payment Console (WPC). Please check the News-section to see further details related to outages or service interruptions. If you do not have access, please use the following contact form to provide us with relevant information so we can assist you further. Please include the error message (or a screenshot), the Contract ID or Merchant ID, the name of the system and the time you have discovered the issue.

You have been contacted by a customer who is looking for a payment. What to do ?

We can help you in locating missing payments. Please log-in to the Web Payment Console (WPC) and open an inquiry. You can do this by looking up the customer’s order via ‘quick search’, open the order and click on the Inquiry-button, which is located at the bottom of the ‘Order Summary-tab’. In case you do not have access to Web Payment Console (WPC), please check for a person in your company that does have access to WPC and ask them for assistance. If you do not have access or are unable to resolve your query, please use the following contact form to provide us with relevant information so we can assist you further. Please include as many details of the payment as possible (a proof of payment is preferred).

We are here to assist you. In case you need our help, please use the following contact form to provide us with relevant information so we can assist you further.

FAQs on this topic
You are looking for a Financial Statement or Collection Report. Where to go ?

All Financial Statements and Collection Reports are available on our Web Payment Console (WPC) under Reports/Offline reports. In case you do not have access to Web Payment Console (WPC), please check for a person in your company that does have access to WPC and ask them for assistance. If that does not bring you any further or in case you do have access but you are not able to download the file(s), please use the following contact form to provide us with relevant information so we can assist you further. Please include your Contract ID or Merchant ID and the relevant report(s) and date(s) of the requested report(s).

We are here to assist you. In case you need our help, please use the following contact form to provide us with relevant information so we can assist you further.

FAQs on this topic
You want to expand your existing services, payment products, currencies etc. Who to contact ?

When you want to expand the possibilities of your account, our Account Management team can best guide you through the various options suitable for your business. Please use the following contact form to provide us with relevant information so we can assist you further.

You are facing an outage or system alert in one of our systems. What to do ?

In case of an outage we provide our clients with alerts and publish any service related issue on our Web Payment Console (WPC). Please check the News-section to see further details related to outages or service interruptions. If you do not have access, please use the following contact form to provide us with relevant information so we can assist you further. Please include the error message (or a screenshot), the Contract ID or Merchant ID, the name of the system and the time you have discovered the issue.

You want to speak to an Ingenico ePayments employee. Who to contact ?

We are here to assist you. In case you need our help, please use the following contact form to provide us with relevant information so we can assist you further. In case you are facing business interrupting issues and prefer to speak someone directly, you can reach us 24/7 via our Toll-Free Phone Numbers that are listed on the WPC page.

We are here to assist you. In case you need our help, please use the following contact form to provide us with relevant information so we can assist you further.

FAQs on this topic
Your Web Payment Console (WPC) access is blocked. What to do?

When you have problems with logging-in to our Web Payment Console, you can make use of the ‘reset password-functionality’. On the login screen you will find the ‘Forgot password?’-button. This ‘reset password-functionality’ will only work in case you have registered your e-mail address in our system before. In case you have not done this before or you still face problems with your access, please use the following contact forms so we can assist you further. Please ensure your 4-digit Contract ID, the environment to which you have access (Production or Staging) and your user name are included.

You receive an IP address related-error. What to do ?

When you receive an IP address related-error when trying to log-in to the Web Payment Console please use the following contact form to provide us with relevant information so we can assist you further. Please include the error message, your IP address (which you can check via www.whatsmyip.com), the environment you try to access (Production or Staging) and your Contract ID or Merchant ID.

You have problems with our Testing environment. What to do?

When you have problems with either functionality not working or accessing our Test (Staging) environment), please use the following contact form to provide us with relevant information so we can assist you further. Please include your username, your 4-digit Contract or Merchant ID, the error code(s) you receive and a description of the problem.

We are here to assist you. In case you need our help, please use the following contact form to provide us with relevant information so we can assist you further.

FAQs on this topic
You have been contacted by a customer who is looking for a payment. What to do ?

We can help you in locating missing payments. Please log-in to the Web Payment Console (WPC) and open an inquiry. You can do this by looking up the customer’s order via ‘quick search’, open the order and click on the Inquiry-button, which is located at the bottom of the ‘Order Summary-tab’. In case you do not have access to Web Payment Console (WPC), please check for a person in your company that does have access to WPC and ask them for assistance. If you do not have access or are unable to resolve your query, please use the following contact form to provide us with relevant information so we can assist you further. Please include as many details of the payment as possible (a proof of payment is preferred).

We are here to assist you. In case you need our help, please use the following contact form to provide us with relevant information so we can assist you further.

FAQs on this topic
You are facing an outage or system alert in one of our systems. What to do ?

In case of an outage we provide our clients with alerts and publish any service related issue on our Web Payment Console (WPC). Please check the News-section to see further details related to outages or service interruptions. If you do not have access, please use the following contact form to provide us with relevant information so we can assist you further. Please include the error message (or a screenshot), the Contract ID or Merchant ID, the name of the system and the time you have discovered the issue.

You want to speak to an Ingenico ePayments employee. Who to contact ?

We are here to assist you. In case you need our help, please use the following contact form to provide us with relevant information so we can assist you further. In case you are facing business interrupting issues and prefer to speak someone directly, you can reach us 24/7 via our Toll-Free Phone Numbers that are listed on the WPC page.

You are a Ogone Merchant. Who to contact ?

Please navigate to the Ogone (PSPID) section of this Website.

You are looking for Point of Sale (POS)/Ingenico Terminals. Who to contact?

Please navigate to the terminals section at the top of this Website.

Your question is not in the list. What to do?

We are here to assist you. In case you need our help, please use the following contact form to provide us with relevant information so we can assist you further. In case you are facing business interrupting issues and prefer to speak someone directly, you can reach us 24/7 via our Toll-Free Phone Numbers that are listed on the WPC page.

We are here to assist you. In case you need our help, please use the following contact form to provide us with relevant information so we can assist you further.

Senden Sie uns eine E-Mail
Für allgemeine Anfragen
E-Mail-Formular
Häufig gestellte Fragen (FAQs)
Das Self-Service-Referenzmaterial für die Ogone-Zahlungsplattform von Ingenico steht Ihnen rund um die Uhr zur Verfügung. Bitte konsultieren Sie die Benutzer- und Integrationshandbücher sowie die FAQs auf unserer Ogone-Support-Site oder auf dem Entwicklerportal an.
FAQs ansehen
Telefon-Support

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