Nuvei Overview

Formerly Known As “Pivotal Payments”

Created in October 2018 as a rebranding of Pivotal Payments, Nuvei 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. Nuvei is a registered ISO of Wells Fargo Bank, N.A., Concord, CA and a registered ISO/SP of Westamerica Bank, Santa Rosa, CA and a registered ISO of Esquire Bank, Jericho, NY.  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. 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 and has received 40 complaints and 13 reviews in the last 3 years. The company has been accredited by the Better Business Bureau since 2015.
  • 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.
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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%
Virtual Terminal Rate 1.00% - 4.99%
Payment Gateway Fee Undisclosed
Monthly Fee $25
Chargeback Fee Up to $35
Early Termination Fee $395 to $495
PCI Compliance Fee $139.80 Per Year
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. It should be noted that most credit card terminals can be purchased for under $500. Non-cancellable, long term leases mean a merchant can pay thousands for that same equipment making them an a contract term to avoid.

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.

Virtual Terminal and Payment Gateway Pricing

In addition to its storefront payment processing services, Nuvei also dedicates a portion of its website that advertises its virtual terminal and payment gateway services. The company provides standard e-commerce payment processing services, as well as accepting ACH, Apple Pay, and Google Pay online. However, pricing on either of those services is not disclosed. Additional rates and fees, including gateway fees, technical support fees, batch fees, and additional transaction rates typically apply to these e-commerce services.

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 PCI compliance fee of $139.80 has also been reported on behald of merchants under contract with the company. Other fees include a chargeback fee of up to $35 per incident, and a monthly fee of $25.

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.

It is strongly advised that merchants fully understand the pricing and terms of their Nuvei merchant account agreement before signing.

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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 300 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 Lawsuits

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 Customer 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 13
Advertising & Sales Complaints 6
Guarantee & Warranty Complaints 0
Delivery Complaints 0

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.

Suddenly Clean Complaint Record

The Better Business Bureau is awarding Nuvei an “A+” rating despite 0 complaints registered in the last 36 months. At the time of our last review, Nuvei had a total of 46 complaints. The BBB has also accredited the company since 2015. Of the 46 total complaints, 21 are regarding problems with products and services, 13 with billing and collection,  and 6 with advertising and sales. Nuvei has resolved 7 of the complaints, while the remaining 33 were answered but did not receive a final response from the merchant.

What Merchants Say

Nuvei has also received 13 informal reviews to its BBB profile, 8 of which were positive in tone and 5 of which were negative. The most recent negative review describes high prices and hidden fees:

I have used Pivotal Payments (now Nuvei Technologies) for a few years and they have been good up until last November when I had a family come in on the same day and make 2 transactions (dad paid in the morning and them mom paid in the afternoon not knowing that dad had paid). As soon as the mistake was figured out her transaction was voided before a batch was made. Here comes the headache. Her money was taken out of her account and never put back when the transaction was voided. We did everything we could with this company to get her money back and all we were told was that they did not have it and the transaction never happened. When I called tech support I was told to never void a transaction, but to got to menu and follow the steps to refund it. By the way if you are not supposed to void a transaction why is the Void button put on the main screen and the Refund hidden down inside 3 different menus?? After all of this transpired the mom disputed her transaction and her bank disputed the wrong card, they did her husbands instead of hers. Our account was deleted by the amount for a charge back. When she realized her mistake, she had the bank return that money and dispute the right card. Again our account was deleted for the amount. Here lies the problem! The first charge back was taken out The money that was returned never got into our account The second charge back was taken out It has now cost me 3 times the amount it should have for one transaction. The company has been no help what so ever and there famous last words, “there is no record of that transaction” Avoid this company at all costs. They are no longer customer friendly, their customer service reps are no help, and in the last few months their hidden fees have added on an extra $200.00 to our monthly costs. On top of all that we had to pay a “penalty” for dropping their services. Lesson Learned.

Merchant accounts can include many contract terms to avoid. This makes thoroughly reviewing a contract essential to finding the right merchant account provider for your businesses budget and needs.

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.

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

Why I'm Qualified to Write About Credit Card Processing and Merchant Account Services

I'm a former credit card processing sales director who left the industry because I didn't like how it takes advantage of small business owners. It feeds like a leech on businesses and thrives by imposing fees that are nearly impossible to comprehend. Seeing a need for change, I left and built this website help business owners better understand the industry, research merchant services providers, and get refunds of excessive merchant account fees. My experience of working "behind the curtain" in the industry, and using that knowledge for good, has resulted in millions of dollars returned to hard-working small business owners as well as enterprise-level companies.

From the time that I starting working in the merchant services industry to when I left to create this website, I've been on the pulse of payments for nearly 15 years. It didn't seem fair to keep this "insider" knowledge to myself. To lift the fog, 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 on this website.

How I Can Help You

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7 Reviews Leave Your Review for Nuvei Below

  1. The worst company I have ever dealt with. It would be too long to go into all the details but in short, it took several months to get set up, extremely painful. I was told that the only fee was on a per-transaction basis of 1.39%-1.62% depending on the card range being used. That’s it, no other fees. I specifically asked about fees, nope, no fees. In short, they have taken over $600 in random fees from my CAD account and I’ve only used it for one day transacting 651 in total. Then my USD account is a different story. I opened it in mid-June after a painful 3-month process of getting to this point. Less than a month later, I went to use it only to be told that the account was made inactive due to non-use so I ended up transacting through paypal instead. I had been told it was closed so I left it. Then I started getting monthly fees from Elavon, all different amounts as well. 69 in August then 22 in Sept and now 39 in Oct. I had called mid-sept to see if this was Nuvei & they said definitely not, never heard of Elavon. I had an overseas trip so I just sent my bank an email requesting this to be investigated. When I returned in early Oct, there was another fee for Elavon and I called the number my bank gave me. Elavon is a 3rd party merchant that transacts for Nuvei, so it was Nuvei taking this money. I called Nuvei and have just got nowhere. So my bank is doing further investigation and it’s time to involve a lawyer and the BBB. And to top it all off, I learned that the sales rep was never paid! Incredibly painful company to work with AND extremely unethical! Do yourself a favour and pay the higher amount with square, stripe or whomever. It’s not worth the hassle of using this company whatsoever!

  2. I cancelled Nuvie because there charges were getting very high. I had been with them for over three years so there should have been no cancellation fee. There was no fee charged they just stole money from my bank account every month since I cancelled. So far they have stolen about seven hundred dollars. If anyone is interested in a class action lawsuit e mail me. What ever you do don’t sign up with them they are thieves.They need to get their but kicked

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


  3. Danny Rios says:

    Hands down the worst CC processor i have ever worked with. They promised me next day funding. Didn’t get it. When i inquired, they told me sorry. when i wanted to cancel. they charged me 400 bucks and dared me to go to court. screw these guys….

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


  4. Jeff henderson says:

    Do not use this company to process payments for your company. They will steal your money and leave you with nothing.

    I joined in Feb 2019. I completed my first transaction everything was smooth sailing. Next morning rather than getting am email saying i recieved my funds i recieved an email saying funds were sent back to Nuvei. Second email was from Nuvei saying account was closed and i no longer was able to use them. Very quicky i looked over everything and realized the deposit was sent back to Nuvei from my bank because i accidently mixed up the last few digits of my spouces account rather than mine.
    I called to explain and risk mgt. Was rude and said didnt care and to next time go over everything. My payment i had collected from a job i did for my plumbing company was $1300 going to be held by them for 120 days and review at 90 if no complaints.

    90 days later i call and ask for a review they say yes amd have me change my direct deposit info and i got an email confirmation saying info was changed amd ready for deposit in 72 hours.
    72 hours passed no deposit. Called and talked to johnathan and he was awesome and said by midnight or early morning id have my money.
    Morning came and nothing. Called and talked to someone who flat out called me a liar about being okayed for deposit and when i said i had emails he put me on hold for 20 min and came back to say it was returned to the customer. I called customer and they sent me statements to prove it was NOT returned. I logged online to nuvei account and see first hand and have screenshots to prove its still there!

    They have 1300 dollars of my money that belongs to me and refuse to give it to me for no reason.

    I called emailed the corp. Office in texas and its been over a month and no responce!

    Im a small plumbing company and still new so every penny is needed to keep going! Nuveis actions costed me my home, several thousand dollars in work and almost costed me my business!

    I am going to make it known on every review board with the BBB and already contacted my states attorney general whom has reached out to nuvei for a settlement and they continue to ignore. I know im not the only one who they have done this too!

    They are crooks, proven liars, con artists, and prey on small companies who dont have the ability to fight back! I have to take them to court where i will take all the emails. Statements, recorded phone calls, screenshots and have it court ordered for them to pay me! And then i sue for all financial damages they have caused. All over $1300!

    All they had to do is return my money that is mine! Now im going to help anyone who needs it and send them all the evidence i have to help get thousands more paid to those that have been robbed.

    Please feel free to email me

    J. H.
    [email protected]

    This post will help: How to Make Your Payment Processor Release Your Money


  5. 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


  6. 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

  7. 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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