Nuvei Overview

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Formerly Known As “Pivotal Payments”

Created in October 2018 as a rebranding of Pivotal Payments, Nuvei (nuvei.com) is a large merchant account provider that provides credit card processing for all standard-risk business types. The company claims to serve more than 50,000 merchants and process more than $15 billion in credit card transactions annually.

Nuvei Location and Ownership

Nuvei’s rebranding appears to have brought about a change in location. The company lists its Canadian address as 1100 René-Lévesque Blvd W, Montreal, Quebec H3B 4N4, Canada, and its U.S. address as 5000 Legacy Dr #320, Plano, Texas 75024. Philip Fayer is the CEO of Nuvei in a continuation of his role at Pivotal Payments.

Nuvei Review Table of Contents

  • Costs & Contract: Nuvei offers variable contract terms that may include an early termination fee of up to $495.
  • Complaints & Service: Nuvei has received more than 300 public complaints.
  • BBB Rating: Nuvei currently has an “A+” rating with the Better Business Bureau and has received 50 complaints in the last three years.
  • Sales & Marketing: Nuvei hires independent sales agents and has received many complaints about its sales practices.
  • Rates & Fees: How Merchants Got The Best Rates With Nuvei

Nuvei Statement Analyzer

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Products & Services Offered

Types of Businesses Served

  • Retail
  • Mobile
  • MOTO
  • E-commerce
  • Restaurant
  • Hospitality
  • B2B

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Nuvei Rates, Fees, and Costs

Key Points

Swiped Rate 1.00% - 4.99%
Keyed-In Rate 1.00% - 4.99%
Early Termination Fee $395 / $495
PCI Compliance Fee $99/yr
Equipment Lease Terms 48-month (locked)

Variable Contract Terms

Nuvei’s pricing may vary greatly based upon several factors including the agent, franchise, sub-ISO, or partner setting up the account, and by a merchant’s processing volume and business type. Additionally, the company’s sales agents are known to lease equipment either directly or through First Data Global Leasing at varying costs. A company representative has stated that Nuvei has started to focus on offering free equipment and equipment rental programs to reduce the number of lease contracts it sells, but it is still possible for merchants to receive a long-term lease from a Nuvei rep. CPO recommends to always buy your equipment and to never lease it.

Nuvei Early Termination Fee

Nuvei previously enforced a liquidated damages early termination fee in its standard contract. As of this update, however, a company representative has informed us that the company’s standard early termination fee is now a flat $395 fee for merchants processing up to $25,000 per month and $495 for merchants processing over $25,000 per month.

Nuvei Standard Contract

Nuvei’s standard contract (available below) appears to include a three-year service agreement with an automatic renewal for one year, but a few merchants have reported agreements up to five years. A company representative has stated that Nuvei does offer month-to-month contracts, but that these are up to agent discretion. As noted above, several reviews state that Nuvei agents often also market 48-month, non-cancellable equipment leases that can cost thousands or even tens of thousands of dollars over the life of the lease. These default terms are not remotely competitive with the cheapest merchant accounts available.

Other Nuvei Fees

In addition to the processing fees, merchants have reported various other monthly fees as well as an annual $99 PCI Compliance fee. It is strongly advised that merchants fully understand the pricing and terms of their Nuvei merchant account agreement before signing. See the Nuvei Global Payments Terms & Conditions.

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Response from Nuvei

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Nuvei Complaints & Customer Reviews

Key Points

Total Online Complaints 300+
Live Customer Support Yes
Most Common Complaint Cancellation Fees

Over 150 Nuvei Complaints

Nuvei’s recent rebranding appears to be more of a symbolic marketing shift than a radical reorganization of the company. We therefore consider the company’s merchant feedback under the name Pivotal Payments to be applicable to this review. There are a moderate-to-high number of Nuvei negative reviews filed online, including over 160 in the comment section of our Pivotal Payments review. The content of the complaints is fairly consistent, with numerous merchants reporting poor customer service, problems with accounts, processing errors, terminal problems, difficulty cancelling service, unexpected costs, and high cancellation fees.

Nuvei on Ripoff Report

It should also be noted that Pivotal Payments appears to have paid Ripoff Report to join that site’s Corporate Advocacy program, which allows Pivotal to replace the titles of negative reviews with bogus promotional blurbs that are all identical. Merchants should note that the full complaints can still be found beneath the lengthy promotional material that has been added to each review. It is our view that this approach demonstrates less of a commitment to customer service than if the company had simply provided professional rebuttals to merchant complaints. It is unclear at this time whether Nuvei intends to pursue this same strategy under its new name.

Nuvei Telemarketing Class-Action Lawsuit

In October 2018, a judge granted final approval to a $9 million class-action settlement from Pivotal Payments related to an alleged violation of the Telephone Consumer Protection Act. According to the plaintiffs, “Pivotal violated the Telephone Consumer Protection Act (“TCPA”) when Gordon Rose and/or EPLJ made telemarketing calls to cell phones through the use of an automatic telephone dialing system or an artificial or prerecorded voice,” even though Pivotal “did not have the recipients’ permission to make these calls.” The period during which affected merchants could file a claim has expired, although the settlement will not be paid out until every attempt at appeal has been exhausted.

Nuvei Support Options

Although Nuvei states that it has improved its customer service and addressed some areas of merchant dissatisfaction, we have seen little evidence to support improving its rating as of this update. Nuvei offers 24/7 technical support by phone as well as customer service by phone from 8:00 a.m. to 7:00 p.m. EST, Monday through Friday.

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Response from Nuvei

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Nuvei BBB Rating Summary

Key Points - BBB

Product & Service Complaints 21
Billing & Collection Complaints 19
Advertising & Sales Complaints 9
Guarantee & Warranty Complaints 0
Delivery Complaints 1

Note: We have adjusted this company’s BBB rating according to our own standards. To better understand why we adjust BBB ratings, please see our Rating Criteria.

Over 45 BBB Complaints

As of this review, the Better Business Bureau is awarding Nuvei (as Pivotal Payments) accreditation as well as an “A+” rating despite 60 complaints registered in the last 36 months. Of the total, 21 are regarding problems with products and services, 19 with billing and collection, nine with advertising and sales, and one with delivery. Nuvei has resolved 10 of the complaints, while the remaining 40 either were resolved to the dissatisfaction of the merchant or did not receive a final response from the merchant.

What Merchants Say

Nuvei has also received 14 informal reviews to its BBB profile, six of which were positive in tone and eight of which were negative. One recent negative review describes high prices and poor customer service:

spent over 3.5 hours on the phone trying to update my new terminal. something i was told would be taken care of in sending my new terminal. upon researching a new company i discovered that pivitol is .5% more expensive than others. I was also told i could not cancel with them and would cost $390.00 to cancel early. i was a 8 year customer of theirs and am happy to say i will be switching my account over to a better company and experience with another company that appreciates loyalty and commitment.

Merchants in this position may benefit from taking the steps to cancel their merchant account without paying a fee.

A “C” Performance Overall

Considering Nuvei’s current complaint total and resolution ratio, we have adjusted the BBB’s rating to a “C.”

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Response from Nuvei

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Truth In Marketing & Advertising

Key Points

Employs Independent Resellers Yes
Advertises Deceptive Rates No
Discloses All Important Terms No

Outside Sales Agents

Nuvei does not appear to use any deceptive advertising or rate quoting in its official materials, but the company has suffered considerable damage to its reputation due to its marketing strategy.

The company relies very heavily on outside independent sales agents, sub-ISOs, telemarketing, franchises, and strategic partnerships to sell its services. It is likely that Nuvei pays varying commissions based upon the rates and fees that agents set during the activation of the merchant account and equipment lease. Many merchants report that agents misrepresented their pricing, terms and conditions, and lease agreements to persuade them to accept an account. Nuvei’s internal policies appear to be doing a poor job of regulating its resellers’ marketing practices, as evidenced by its recent class-action settlement.

Efforts to Improve

A representative of Nuvei stated in an email to us that the company has implemented a “sales compliance” position so that all sales channels meet the company’s “internal standards,” but did not elaborate on the policies that define the standards. He also stated that Nuvei will buy back an equipment lease if the company cannot provide service to the merchant, or if there was a sales misrepresentation issue. As of this update, we have seen some evidence to indicate that Nuvei’s efforts have resulted in reduced merchant complaints regarding sales and marketing tactics, which has improved its rating in this section to a “C.” If you suspect that the company is overcharging you, we recommend seeking a third-party statement audit to eliminate hidden fees.

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Response from Nuvei

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Nuvei Logo

Our Opinion of Nuvei

New Name, Same Company

Nuvei rates as an average merchant services provider according to our rating system. The company’s rebranding does not appear to have included any significant structural changes, so merchants can expect the service and pricing that Pivotal Payments was known for. Considering that Pivotal Payments was rated as one of the worst merchant account providers in the industry, Nuvei has its work cut out for it under its new name.

We rely on your feedback about Nuvei to keep this review accurate and up-to-date. Please take a minute to tell us about your experience. We and the small business owners of this world thank you!

Thank you for reading my review. I hope that it has helped you with your research.

My Qualifications

I'm a former credit card processing sales director who left the industry to start my own a small business. From the time that I starting working in the merchant services industry to when I left to write about it, I've been on the pulse of payments for nearly 15 years. It didn't seem fair to keep this insider knowledge to myself, so decided to build this website to help you research which providers to use and how to save money on rates and fees. I've reviewed hundreds of companies, read thousands of user reviews, and learned the pricing tricks of every provider. If you have questions about credit card processing, you can find the answers here. Simply scroll to the top of the page to find the search bar. You can also message me if you need any guidance.

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3 Reviews Leave Your Review for Nuvei Below

  1. yoon choi says:

    An agent came to my store to setup account with them. He said he will almost cut half of the price what im paying with moneris. He said the debit machine is only $25 per month and 4 cent transaction, 1.25% on visa or master card. He has promise that. After few months later, I saw my account with was withdrawn all kinds of charges. My monthly charge was apx $220. which was oaky with me. My quarterly charges were almost doubled. Amount of $375. Plus the agent lie about debit machine. I was paying $60 per month instead of $25. Agent told me this is only 3year contract with pivotal payment and after 3year for me to keep the debit machine. Lease to own. Which is not ture. Im getting ripped off from this guy really bad. This is BS. I will do something about this.


    This post will help: Cancelling a Merchant Account Without Paying a Fee

    -Phillip

  2. Pietro says:

    Received a risk exposure account cancellation notice a few days after putting in a ticket inquiring about some higher interchange transactions. We have never received a chargeback and have a low volume.

    No response from Nuvei after following up.

    We regret purchasing a terminal from Nuvei and find ourselves looking for a new merchant provided.


    This post will help: Best Merchant Accounts for Travel Businesses

    – Phillip

  3. For the first time ever we were charged a $139 fee without notice, and Nuvei, after many conversations, has decided not to refund any customers for this charge –

    We are cancelling our account and moving onto someone else – which in itself will cost us a new setup fee – but this is just wrong –

    We have had Pivotal -now Nuvei- for years and never been charged this fee –

    I won’t continue to do business with a company like this –

    From The Editor
    This Post Might Help: Cancelling a Merchant Account Without Paying a Fee

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