We take our role in providing guidance and education regarding the card payment industry very seriously. At our own expense, we have vigorously defended our right to continue expose unethical and predatory practices in the industry, successfully defeating every attempt to silence us. However, fending off frivolous lawsuits is costly. To sustain these efforts, one of the ways we generate revenue is through affiliate partnerships with ethical providers. This means that some of our outgoing links connect business owners to trustworthy, low-cost payment processors, which is what most of our readers seek. We see this revenue channel as a win-win-win for everyone involved. Business owners find good processors, processors get good clients, and we are able to continue to provide a valuable service to the small business community. We also recommend and link to many services that do not compensate us. Our priority is to guide you to the best solutions for your needs, regardless of potential revenue. If you have questions, please feel free to contact us.
All mentions of rate and fee costs are estimations based on publicly available information and client feedback. Actual costs may vary based on a variety of factors unique to your business.
Paymentsense is a very large merchant account provider that claims to service over 70,000 businesses in the UK. Paymentsense is the UK branch of First Data (now Fiserv), the largest payment processor in the United States. Paymentsense provides conventional countertop and e-commerce payment solutions as well as mobile payment apps for UK merchants. In 2018, the company launched Connect — a cloud-based technology that facilitates its payment processing network.
2023 Refund Issue
Paymentsense made headlines in 2023 when an internal report revealed that UK businesses using Paymentsense lost over £48 million to refunds. It should be noted that while this story created a relatively large media buzz and was associated with the Paymentsense name, Paymentsense is not responsible for this issue but is simply reporting on it. These refunds came because of the policy of individual businesses and not because of anything done by Paymentsense.
Paymentsense Payment Processing
As part of Fiserv, Paymentsense offers payment processing on all major debit and credit cards for most types of businesses. Their advertising particularly focuses on enabling merchants to take payments in person, over the phone, and online. For in-person payments, they offer Ingenico card readers in portable, mobile, and countertop options. For online payments, they offer e-commerce shops, their own payment gateway, and the ability to pay by email. Their phone option uses their proprietary virtual terminal.
E-commerce Solutions
For businesses that operate online, Paymentsense provides e-commerce solutions that can help streamline the payment processing process. These solutions include online payment gateways, shopping cart integrations, and secure payment processing.
Merchant Cash Advance
Paymentsense offers merchant cash advance services that allow businesses to access cash quickly and easily. This service provides businesses with a lump sum payment in exchange for a percentage of their future credit card sales.
Integration with Point of Sale Systems
Paymentsense's service can be integrated with a variety of point of sale (POS) systems. The company's processing solution can smoothly interact with existing POS software, making it easy to synchronize sales data with payment information.
Mobile Payment Solutions
In recognition of the increasing shift towards mobile commerce, Paymentsense offers mobile payment solutions. These services accommodate businesses that operate beyond traditional brick-and-mortar settings, allowing for the processing of payments on the go.
Payment Gateway for E-commerce
For businesses that operate online, Paymentsense provides a secure payment gateway. This tool facilitates e-commerce transactions, enabling businesses to accept credit card payments on their websites safely.
Card Machine Options
Paymentsense offers different types of card machines to suit various business needs. From countertop models for fixed point of sale to portable and mobile card machines for more flexible operations, the company provides diverse hardware solutions for payment processing.
Paymentsense is the UK branch of Fiserv's payment processing division
About Paymentsense
Founded in 2008, Paymentsense is a UK-based payment services provider offering card machines, online payment gateways, and phone payment solutions for small and medium-sized businesses. The company is regulated by the Financial Conduct Authority and operates as an Independent Sales Organisation for First Data Europe. It also launched Dojo, a proprietary point-of-sale terminal aimed at simplifying payment processing. Paymentsense supports a range of industries with 24/7 customer service and has been recognized for its rapid growth in the UK fintech sector.
Customer Reviews & Sentiment
More Than 600 Complaints
We are currently able to locate more than 600 negative Paymentsense reviews, including in the comment section below this Paymentsense review and elsewhere. Complainants report issues that are typical of First Data (Fiserv) and its resellers, including undisclosed fees, higher-than-expected rates, long-term equipment leases, and poor customer service. These complaints have been posted very frequently and are loaded with consistent grievances, indicating that these issues may be systemic at Paymentsense. If you have your own Paymentsense review to make, please do so below.
Some Reviews Are Not Reliable
Paymentsense currently has a 4.7 out of 5 rating based on 7,004 reviews on Trustpilot.co.uk, a customer review website. Despite that rating, 13% of those reviews, an excess of 850, give the company 1 or 2 out of 5 stars. This figure is not especially meaningful, though, given the fact that Trustpilot allows businesses to pay a fee in order to exert some control over their profiles. A survey of available Paymentsense reviews on Trustpilot reveals that at least some reviews have been flagged for review by Paymentsense and are currently unavailable. The company’s ability to report comments and subject them to review greatly reduces the credibility of this profile in our opinion, and we are not inclined to lend much credence to the company’s rating.
Mixed Reviews From Business Owners
On UK Business Forums, another consumer protection website, users have mixed reviews of Paymentsense. Some commenters praise the company’s locked-in rate guarantee, low rates, and customer service, while others bemoan its long-term equipment lease commitments and unexpected fees. Paymentsense is rarely described as a cheap merchant account provider.
Paymentsense Lawsuits and Fines
We have not found any outstanding class-action lawsuits or FTC complaints filed against Paymentsense. Dissatisfied clients who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
Paymentsense Customer Support Options
Paymentsense provides phone and email support for its customers, which likely helps to mitigate complaints regarding poor customer service.
Paymentsense Customer Service Number
0800 103 2959 – Toll-Free General Customer Service
Other Support Options
Customer service email at press@paymentsense.com
Industry Scores & User Ratings
Online Ratings Summary
PaymentPop
1
Trustpilot Rating
4.8
Average Rating
4.8
PaymentPop Rating for Paymentsense
Negative Feedback
had a terrible experience. I was offered a 30 day trial on phone so let salesman Joseph from bury-st edmunds come to see me. asked for a sample signature,this was really a contract signing. Total deception bordering on criminal, did the same to my tenant next door. Also never told us there was a transaction fee of 3.85 pence (very high) or other hidden charges.
The free trial never existed. I cancelled next morning as I was conned into signing a contract that I had never read and wasnt told what I was signing. Apart from that,lovely young man !!
Found out over 700 complaints had same experience, they are obviously trained to make you sign under false pretense.
Positive Feedback
There are no positive reviews published about Paymentsense on the PaymentPop website.
Trustpilot Rating for Paymentsense
Paymentsense has an average customer review rating of 4.8 out of 5 stars on Trustpilot, based on 7,607 customer reviews. The majority of reviews are positive, with 81% of them being 5-star ratings. Common themes in the reviews include appreciation for helpful customer service and efficient problem resolution.
Negative Feedback
These people are the worse they charge you money and don’t tell you when and how much as they don’t give any statements . If you apply to change anything you don’t get any response . Will be closing my account soon .
Positive Feedback
I phoned for help with a technical problem and my call was answered straight away. Then a very helpful lady patiently lead me through the steps necessary to resolve our issue. I am very satisfied with the service I received.
Easy, straightforward ,helpful
Processing Rates & Fees
Discounts for Paying Annually
Paymentsense does not disclose all of its pricing details on its website or in its merchant agreement, but it does list its monthly fees for online payments via a payment gateway and virtual terminal-enabled phone processing. These fees can be paid annually or monthly, but businesses receive a discount for paying for a year upfront. Both types of payment plans cost £9.95 per month (£8.29 if paid annually) for businesses processing up to £50,000 per year, £14.95 per month (£12.45 if paid annually) for businesses processing between £50,000 and £250,000 per year, and £19.95 per month (£16.62 if paid annually) for businesses processing between £250,000 and £1.2 million per year. Client reviews reflect a rate of 0.20% for swiped transactions and 0.20% plus 50p for those keyed in. Each per-transaction fee is in addition to the cost of monthly payment plans.
Virtual Terminal and Payment Gateway Pricing
In addition to its storefront payment processing services, Paymentsense also dedicates a portion of its website to advertising its virtual terminal and payment gateway services. The company offers 3 different plans to facilitate online payments determined by a business’ yearly processing revenue. The Starter Plan is available to business owners processing up to £50,000 per year at a cost of £8.29 per month. The Regular Plan serves businesses processing up to £250,000 a year for a monthly fee of £12.45. Lastly, businesses processing up to £1.2m a year qualify for the Advanced Plan which has a monthly see of £16.62. According to the company’s terms and conditions, its payment gateway plans do not enforce an early termination fee and are in effect month-to-month agreements.
Multi-Year Contracts Are Possible
According to client comments available online and responses from company representatives, the standard Paymentsense contract includes an agreement of 18 to 60 months, with locked-in rates decreasing as the contract length increases. The company’s specific transaction fees vary depending on a client’s business type, size, and time in business as well as the terms presented by the sales agent. Most complaints about the company’s contract terms mention that although Paymentsense rates are locked in over the life of a contract, the company may introduce unexpected minor monthly charges over time, such as statement fees, 24-hour terminal replacement fees (£1.89 per month, according to some reports), or PCI compliance fees (£5.94 per month, according to some reports).
Termination Fees May Apply to Leased Equipment
Most reviewers also indicate that Paymentsense charges an early termination fee for the cancellation of its equipment leases, which can range from a £120 plus VAT to Liquidated Damages. Business owners are encouraged to inquire about these terms before signing up for service. We have seen an influx of complaints about five-year leasing agreements that ultimately cost far more than the retail cost of the equipment, and we continue to recommend that businesses purchase used equipment rather than buy new equipment whenever possible. Paymentsense claims to not charge an early termination fee on its actual client accounts, but the cost of canceling a terminal often exceeds most common ETFs. When it comes to providers that do not charge this kind of fee, we encourage merchants to check out our list of the providers of the best merchant accounts.
Merchant Feedback Is Not Encouraging
Given the company’s size and diverse customer base, it is difficult to determine exact figures for the standard Paymentsense contract at this time. However, the rate and volume of Paymentsense complaints we have received about the company’s pricing suggest that there is a high potential for undisclosed fees through this provider. If you suspect that undisclosed fees have crept into your monthly statement, we recommend seeking a fee reduction audit from an independent third party.
Paymentsense UK’s e-commerce pricing tiers
Employee Reviews & Sales Practices
Resellers and Telemarketers
Paymentsense appears to primarily market itself through independent sales agents and telemarketing efforts. The use of independent sales agents is a practice that is commonly linked to business complaints within the credit card payments industry, and Paymentsense’s reputation appears to suffer from its use of this practice. We have found dozens of negative Paymentsense reviews that mention aggressive or misleading sales tactics by Paymentsense representatives, discrepancies between promised rates and actual rates, and incomplete disclosure of contract length. This does not compare favorably to our list of best credit card processors.
Unfulfilled Promises
Some Paymentsense complaints also state that Paymentsense sales agents promised clients that the company would pay the business’ cancellation fees with their previous providers, only to have Paymentsense deny this guarantee and refuse to follow through on it. These Paymentsense reviews have been posted with regularity and are similar to the complaints that have been filed against Paymentsense’s U.S. partner, First Data (Fiserv).
No Tricky Quotes
To its credit, Paymentsense does not engage in deceptive advertising strategies in its publicly available marketing materials. This is not enough to qualify it as a top-rated UK merchant account provider, but it does somewhat mitigate the Paymentsense complaints from business owners.
Paymentsense Competitors
Compare Paymentsense to competitors that earned top marks.
Paymentsense rates as a below-average credit card processing provider according to our criteria. The company offers long-term equipment contracts with locked-in rates that some reviewers feel are competitive, but most complainants report unexpected fees, aggressive sales practices, and poor customer service. Paymentsense rates about as well as its U.S. parent company, First Data (Fiserv), because it appears to be very similar in terms of its sales and service offering. Paymentsense users who wish to cancel their service without a fee may encounter some difficulty due to the company’s contractual language.
