PaymentCloud Overview

PaymentCloud May Have Overcharged You

If you accepted credit cards through PaymentCloud or any other credit card processing company between 2017 and 2019, recent changes to the law may entitle you to refunds of certain debit card and credit card processing errors and overcharges. See this post to find out if your were among the businesses affected and to learn how you can get your money back.

Specializing in Hard-To-Place Business Types

Headquartered in Woodland Hills, California, PaymentCloud is a merchant account provider that specializes in credit card processing solutions for high risk business types. The company does not publicly list any information about its founding date or its executive leadership, but some of the copy on its site makes reference to its work over “the past seven years.” In addition, there is some evidence that the company  is a reseller of Electronic Merchant Systems.

Multiple Partner Banks

PaymentCloud’s acquiring bank is not listed on its website, possibly because high risk credit card processors tend to work with multiple acquirers. PaymentCloud’s headquarters are located at 15165 Ventura Blvd #245, Sherman Oaks, California 91403. PaymentCloud’s CEO is Shawn Silver, the former vice president of high risk at iPayment.

PaymentCloud Review Table of Contents

  • Costs & Contract: PaymentCloud offers a contract of variable length that may or may not include an early termination fee.
  • Complaints & Service: PaymentCloud has received fewer than 10 public complaints.
  • BBB Rating: PaymentCloud does not have a rating with the Better Business Bureau at this time.
  • Sales & Marketing: PaymentCloud appears to hire independent sales agents but has not received any complaints about its sales practices.
  • Rates & Fees: How Merchants Got The Best Rates With PaymentCloud.
Are you a decision maker with PaymentCloud? Claim this review.

Products & Services Offered

Types of Businesses Served

  • Retail
  • E-commerce
  • Restaurant
  • B2B
  • Non-profit
  • High risk

Our unbiased reviews are supported, in part, by helping you find highly rated merchant accounts. You can learn more here.

PaymentCloud Rates, Fees, and Costs

Key Points

Swiped Rate 3.00% - 6.50%
Keyed-in Rate 3.00% - 6.50%
Virtual Terminal Rate 1.00% - 4.99%
Payment Gateway Fee Undisclosed
Early Termination Fee $195 - $1,500
PCI Compliance Fee Undisclosed
Equipment Lease Terms Undisclosed

Custom Pricing

There is very little publicly available information about the standard PaymentCloud contract at this time. The company does not list its pricing or fees on its website, and there are no merchant complaints that specifically mention rates or fees. PaymentCloud serves a wide range of business types, including high risk businesses, so it is very likely that the company’s contract terms will fluctuate depending on each merchant’s processing history, risk level, chargeback rate, and sales volume. It is common for merchants in high risk sectors to pay higher per-transaction fees, so standard risk merchants may be better served by going with a cheap merchant account.

Virtual Terminal and Payment Gateway Pricing

In addition to its storefront payment processing services, Payment Cloudalso dedicates a portion of its website that advertises its virtual terminal and payment gateway. The company lists several different gateway providers including Authorize.Net, NMI and USAePay among others.  However, pricing will depend on which gateway provider a merchant utilizes. Additional rates and fees, including gateway fees, technical support fees, batch fees, and additional transaction rates typically apply to these e-commerce services.

Say No To Leases

One portion of the PaymentCloud website mentions that the company offers equipment leases, so merchants should be aware that equipment lease agreements may be included in the company’s standard merchant account paperwork. Equipment leases can sometimes take the form of non-cancellable agreements of up to four years and can cost thousands of dollars over their full terms. For this reason, merchants are almost always advised to purchase rather than lease equipment wherever possible.

No Significant Complaints

Given the lack of information about PaymentCloud’s contract terms, we have assigned the company an “A” rating at this time. One merchant complaint in the comment section of this review mentions rates from 3% to 6.5% and a cancellation fee of over $1,500, but this fee will actually vary depending on different factors and can sometimes be totally waived. However, merchants should be sure to carefully read and review all relevant documentation. If you have any knowledge of the standard PaymentCloud contract, please share that information in the comment section below this review.

Are you happy with your PaymentCloud fees? Tell us about them before your go!

Response from PaymentCloud

Are you a representative of PaymentCloud? Add your voice to this section for free!

PaymentCloud Complaints & Customer Reviews

Key Points

Total Online Complaints <10
Live Customer Support Yes
Most Common Complaint N/A

Clean Complaint Record

We are unable to locate a couple of negative PaymentCloud reviews, and none accuse the company of being a scam or a ripoff. Given the fact that the payment processor claims to have been operating in the high risk sector for at least seven years, it is surprising that there is so little merchant feedback about PaymentCloud. This may be due to a small merchant base or simply excellent service from PaymentCloud. Merchants looking for gun merchant accounts, adult merchant accounts, nutraceutical merchant accounts, and other commonly declined industries can expect quality service from PaymentCloud.

No Red Flags

In the absence of any evidence to suggest that merchants are having negative experiences through the company, we have assigned PaymentCloud an “A” rating in this category. The company offers a phone number on its website, but it’s unclear if this line is dedicated to customer support.

PaymentCloud Lawsuits

We have not found any outstanding class-action lawsuits or FTC complaints filed against PaymentCloud. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.

PaymentCloud Customer Support Options

Paymentcloud offers a dedicated phone email address to merchants for customer support. A technical support service email specifically for problems with the company’s virtual terminal services is also provided. The company’s website also provides a FAQ’s page for additional troubleshooting assistance. Additionally, a staff directory provides direct contact information for individual customer service agents. Merchant account providers renowned for their customer service quality typically host several options for reliable service.

Do you have a complaint or testimonial about PaymentCloud? Make your voice heard before you go!

Response from PaymentCloud

We’re here to help! Call us at (888) 506-7859 or visit PaymentCloud.com!

PaymentCloud BBB Rating Summary

The Better Business Bureau does not maintain a profile for PaymentCloud at this time. We therefore will not factor a BBB rating into this review.

How has PaymentCloud treated you? Tell us about it here!

Response from PaymentCloud

We’re here to help! Call us at (888) 506-7859 or visit PaymentCloud.com!

Truth In Marketing & Advertising

Key Points

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

No Widespread Sales Issue

PaymentCloud utilizes strategic partnerships, affiliate programs, and independent sales agents to market its services. The use of independent sales agents is usually linked to negative reviews within the credit card processing industry, but we are currently able to locate only one PaymentCloud complaint that mentions a potential misrepresentation of rates by the company’s sales team, but this appears to have been an isolated incident. This low complaint total may indicate that the company exercises a greater-than-usual amount of control over the conduct of its ISO offices.

Improved Disclosure

At the time of a previous update, the PaymentCloud homepage quoted “Swipe Rates Starting at 0.39%.” This rate was almost certainly the lowest available qualified debit card rate for merchants who were on tiered pricing, which meant that it was not likely to apply to the vast majority of mid-qualified or non-qualified transactions. The company has since removed this quote, which has improved its score in this section.

From “B” to “A”

PaymentCloud has improved its marketing approach since our last update. Merchants who require especially high risk merchant accounts such as TMF/MATCH accounts or bad credit merchant accounts should be advised that they will likely pay much higher rates than the 0.39% that PaymentCloud formerly advertised.

Did you get what you expected from PaymentCloud? Tell us why, or why not.

Response from PaymentCloud

We’re here to help! Call us at (888) 506-7859 or visit PaymentCloud.com!

PaymentCloud Logo

Our Opinion of PaymentCloud

A Great Option for High Risk

PaymentCloud rates as a reliable merchant services provider according to our rating criteria. The company has not received much public negative feedback from merchants and deserves consideration from any high risk business, especially those that wish to integrate their account with QuickBooks.

For more information on the company, see the PaymentCloud website or call (888) 506-7859.

We rely on your feedback about PaymentCloud 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.

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

I specialize in helping businesses get refunds of excessive fees and have recovered $1,567,184 this year alone! Submit a recent statement below to find out if you are getting overcharged. I'll take a look at it for free. If I find fees that can be refunded, hire me on contigency. I only get compensated if I put money back into your pocket.

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30 Reviews Leave Your Review for PaymentCloud Below

  1. kyle says:

    Payment cloud only offers credit card processing for companies that sell CBD topicals, no ingestables. Just got that information from a phone call with them today.

  2. Joni Avery says:

    I wanted to give a shout out to Brent Bunting for giving superb customer service! He was always very kind and professional. Brent would answer our questions and if he did know the answer he would research and find out the answer instead of just “saying I can’t help you”, like most people do. He always took the extra step to help. I am a dentist and I owned my practice and I wish I would have had an employee like Brent. I would have had the confidence that things were getting done correctly and efficiently. I really appreciate all of Brent’s efforts and wish him the best of luck in his future endeavors. Keep him around………..he is a great employee!!

    1. Phillip says:

      Hi Joni,

      Please reply to this comment with your business name and location in order to authenticate your testimonial. Thanks!

  3. Saeed says:

    We have a vaping business and had many issues getting an online processor until we met Faviola who walked us through every step. She responded to us within a day and even walked us though changing our domain name. I’d highly recommend working with Faviola.

  4. Upon be recommended by Stripe to execute services from Payment Cloud. I was immediately told by the agent that they could help me with my merchant solution. I was never ever told about any fees that would incur which put me at risk for my household expenses. I was coming from a FREE solution to one that has a substantial month fee.

    I also recommended this service to a fellow colleague and she also was not told of these fees and had to freeze her merchant account.

    As business owners we have many fees coming out of our account on a monthly basis. When we are not informed ..then this put our household expenses at risk.

    There is a fee of $40-$65 dollars fee for 24 months attached. That I believe should be explained before entering into any discussions about a merchant solution. To break this agreement is a hefty $595. Although I am steaming mad about this I prefer to do this than pay more for the duration of 24 months.

    I did read the contract. It I was my understanding that these fees only incurred when a transaction was made. I hadn’t a clue that $64 a month would be charged if I didn’t use the service after 90 days. SO UNFAIR.

    Anyway I wanted to write this review to warn people to make sure they ask what the fees are and could they get it in writing.

    I hope this helps someone.


    This post will help: Best E-Commerce Merchant Accounts

    -Phillip

    1. Good Afternoon Sharon,

      We appreciate your feedback and take your concerns very seriously here at PaymentCloud.

      Stripe trusts PaymentCloud to ease the transition off of their platform because we take great pride in our customer service and transparency in what can be a very confusing payments environment. Our team cares about your business and knows how hard it can be to find a provider, quickly, when you are losing an account to keep your business running smoothly.

      We know that “high risk” is an unfair term for most business owners and work with solutions that mirror your previous experience as closely as possible. However, accounts of this type require substantial underwriting and risk considerations that will usually be reflected in slightly higher fees. I apologize if these fees were not explained to your satisfaction by our account representative during the on-boarding process. I appreciate the opportunity to make our team better.

      I’d like to make every effort to ensure your experience with PaymentCloud was a good one and am working with our bank to waive the cancellation fee on the contract, we will be reaching out shortly to confirm. If you have any further questions I would love to chat, please reach out directly.

      -Mike Wright
      COO PaymentCloud

  5. Candi says:

    I just spoke with my rep at Payment Cloud and they are not processing for CBD other than topicals at this time.


    This post will help: Best CBD Merchant Accounts

    -Phillip

  6. Steve says:

    After a pleasant conversation with Brent, I found out that unfortunately the major card networks are not taking any Kratom accounts. I had a very nice conversation, Brent was very nice, informative, and patient with all of my questions. Since I work as a web developer, I will definitely be quick to offer PaymentCloud as an option to any of my clients that require online payment processing for “high risk” categories.

    1. Phillip says:

      Hi Steve,

      Please reply to this comment with your business name and location in order to authenticate your testimonial. Thanks!

    2. Hi Steve,

      It was a pleasure speaking with you and I’m glad I was able to give you some concrete information regard payment processing on some high risk verticals. We love your kind words and we also love referrals! We excel in lots of areas including low-risk merchant accounts as well!

  7. Neal is the best account manager I have ever had. My experience with PaymentCloud has been amazing and I look forward to the future with them.

    1. Neal Hamou says:

      Rachel,

      Thank you for the kind words! It’s been a pleasure working with you and I look forward to many more years together. I know you have options when it comes to credit card processing and we truly value your continued business.

  8. Turned my application down because I am not processing MORE than $250,000 per month. As a brand new company, that is quite difficult to do. Account representative was not very friendly, and told me the only option I had was echecks. He said there are currently NO processors doing business with start-ups.


    This post will help: Best Merchant Accounts for CBD

    -Phillip

    1. Neal Hamou says:

      April,

      I request that you refer to my comment below on the current landscape for CBD. We are in the process of securing a viable option for start-up and existing processing merchants. I’m truly sorry that your experience was less than enjoyable. Please contact me offline and we will discuss which sales rep you spoke with. We do not take this lightly and this case will be reviewed. Customer service has always been at the pinnacle of our core values.

  9. Jody says:

    We had begun using payment cloud for our credit processing for our CBD products. We were notified that as of 5/15/2019 they would no longer be offering processing for us. Very challenging to change processors in this industry with little time to do so. Very disappointed.


    This post will help: Best CBD Merchant Accounts

    -Phillip

    1. Neal Hamou says:

      Jody,

      I’m sorry you were one of the accounts affected by the nationwide closure. For everyone reading US Bank (through Elavon) was boarding all of the domestic CBD accounts. A little over a month ago US Bank faced pressure from government bureaus and decided to close the cbd/hemp vertical. This meant that they shut down all existing cbd accounts (I’m being told in excess of 200,000 merchants) as well as not allowing any new ones. Feel free to Google the recent events and you will find dozens of articles reflecting the aforementioned.

      All of us in the high risk space are faced with this issue, it was not because of something you, Jody, did as a merchant. It was beyond your or our control.

      Our executive team at PaymentCloud are in negotiations with a handful of banks to open this vertical once again. We are doing everything in our power to be able to accommodate the overwhelming amount of CBD merchants across the United States. Should anyone need to discuss temporary solutions or need insight on what to look out for please down’t hesitate to reach out to us.

  10. Roland Stoute says:

    After confirming that they closed my account at my request,they continued to bill me for 5 months after.When I contacted them,SE President,Chelsea Cooper and CEO,Sheldon Silver,they admit an error was made but refuse to refund me all my money after charging me fees ,penalties etc for those months,totalling $6-700.I have emails,correspondence etc to prove I’m telling the truth.

    1. Hello Ronald,

      This is Matt with PaymentCloud Merchant Services, I was your account representative if you recall. First and foremost, I want to take the time to reach out and apologize for the negative experience you had with our company. We value our merchants greatly and do everything in our power to make sure they are taken care of long after the account is boarded.

      Shortly after I got your account approved with Elavon for your travel business, you realized you did not have much need for the account at and wished to close it. Unfortunately, since we are a sales office, we tend to be at the mercy of our banks as far as refunds and account closures go. When you wanted to close your account, we made every effort to close it swiftly and correctly and waive any early cancellation fees (ETF). We submitted the signed account closure form to the processor and were told that the account was closed. We did not know that your account was still open for a few months until you alerted us about the billing issue.

      After much back and forth with Elavon, we were finally able to get you refunded for the 3 months your account was supposed to be closed, but unfortunately, they were unwilling to refund for the time your account was supposed to be open. We greatly value and thank you for your business and hope this experience does not prevent you from wanting to work with us again in the future. I am more than happy to explore other options (as we work with so many other banks) for you and see if we can find another solution that will work for your business.

      Please do not hesitate to reach back out to us in the future, even if its simply to use us as a resource to make a more informed decision about anything payments related.

      Best,

      Matt Friedhoff
      PaymentCloud Merchant Services

  11. Tom Hanson says:

    I used this NRA endorsed company. They set me up with PaySafe a British owned company. After nearly a month of delays with getting registered I gave up and went with TYSYS, a Denver based, gun friendly company. within a week I was on board and selling from my store site. Now I find I have been charged by PaySafe for services not rendered and was told I may not get a refund. The gent at payment cloud was very nice and did the best he could. At one point he admitted to problems with PaySafe. I’d steer clear. I was also told that I was in a high risk category and would pay slightly higher rates. I sell accessories not guns.

    From The Editor
    This Post Might Help: Gun-Friendly Merchant Accounts

  12. Adam Amaro says:

    Great merchant processing company! My business is in the high risk category, I had to provide a few extra details about my business as well as make some adjustments to my website, however I had a great account representative that walked me through the entire process and got me approved for a merchant account. The vaolume limit on my account is slightly lower than I asked for however that’s to be expected for any start up business in the high risk category. I am very happy with the, comparably, excellent processing rates, and the really nice virtual terminal they set me up with.
    Highly recommend company!
    Thank you
    Adam Amaro

  13. Jim Swindle says:

    We used them for several months in 2017, after their staff said they would give us rates better than our current processor. Big mistake switching. We ended up going from 3% to paying over 6.5% on an average month. Additionally, although they said they would let us out of the contract if we were not happy with their service, they wouldn’t. ETF cost us over $1,500 to get out of that contact. However, by moving to another company we saved enough in 6 months to cover their screwing us. Highly recommend you stay away from them. Please contact me to verify this as I have it documented and would be happy to provide the evidence and the salesman’s name. Jim. [email protected]

    From The Editor
    This Post Might Help: Best High Risk Merchant Account Providers

  14. Bijan says:

    I came across Payment Cloud through various attempts at getting merchant accounts. I have been working with Faviola Paz and she has constantly exceeded my expectations.
    She is extremely quick with her work and doesn’t like to waste any time, something that is greatly valued. Aside from that she’s just a great person to deal with. Couldn’t be happier with the fact that I came across Payment Cloud and Faviola. Within 24 hours she had me applied for a merchant account and approved that same week. Outstanding! I’m very pleased, thank you for everything.

    1. Phillip says:

      Hi Bijan,

      Please reply to this comment with your business name and location in order to authenticate your testimonial. Thanks!

  15. Robert Emma says:

    Payment cloud made it very easy from start to finish, very happy with the service. I highly recommend payment cloud.

  16. Jordan says:

    I had some problems getting a merchant account because I was erroneously placed on the MATCH/TMS List and it took a month for them to realize their mistake and remove me from that list. But I had contacted Payment Cloud in that time and the person associated with my account, Neal, was extremely supportive and kind to me during that whole process.

    Even though (at the time) I was not putting an application in with them, he offered to give me support and advice during that time about how to proceed and how to find out how to get off that List.

    When it was time for me finally get a merchant account, I obviously had many options, but I didn’t consider them because Neal had actually treated me like a person and genuinely wanted to help me when I needed it.

    I trust him and Payment Cloud completely to give me the best advice possible and support me again should anything not go as smoothly as planned.

    1. CPO Admin says:

      Hi Jordan,

      Please reply to this comment with your business name and location in order to authenticate your testimonial. Thanks!

  17. Chris says:

    Not currently offering accounts to credit repair start-ups.

    1. Neal says:

      Hi,

      Just to clarify the sponsoring bank where we were boarding all of our credit repair accounts tightened up their credit policy, therefore not accepting any new credit repair accounts. We have since found another bank and are going back and forth with legal to wrap up agreements, we are being told that it is at the tail end and we should have that solution back up and running shortly.

      It should be worth mentioning that we do have an existing solution for credit repair merchants that have a minimum of 3 months clean processing under their belt.

      Thanks guys!

  18. Alana says:

    They are in connection with EMS which had a D rating and have over 50 complaints of the company freezing their account and keeping the money. Stay away!

    1. Neal says:

      Alana,

      PaymentCloud is a payment company that is currently sub registered with Chesapeake Bank, Esquire Bank, & Harris Bank to name a few. We utilize different acquiring solutions that each specialize in “hard to place” high risk SIC codes. These different acquiring solutions are a great fit for almost all card-not-present (CNP) businesses that consist of future delivery, high ticket size, restricted business types, and difficult guarantor credit. Most of these banks have similar underwriting requirements and procedures in terms of how they analyze an account on a risk basis. However, with that said Electronic Merchant Systems (EMS) does conduct first batch release audits and site inspections to mitigate their risk. If these conditions are not met, then probable cause to terminate a merchant relationship could be executed. PaymentCloud is always more then willing to help and assist with any risk/security questions or concerns as they pertain to each and every banking relationship we have in place. Please feel free to email me directly and I can look into your particular case and hopefully offer a solution.

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