PayPoint Credit Card Processing 2023: Reviews & Complaints

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How did they treat you? ▼

Company Overview

Founded in 1996 and listed on the London Stock Exchange since 2004, PayPoint is a merchant account provider serving businesses in the United Kingdom, Ireland, and Romania. PayPoint originally specialized in enabling consumers to pay their gas and electric bills at retail locations. The company has since expanded to offer ATM, retail, mobile, and e-commerce payment products to both consumers and businesses.

PayPoint acquired a number of businesses in 2021, including RSM 2000, Handepay, and Merchant Rentals. 2023 saw the company acquire Appreciate Group, a gifting and engagement company. 

Multi-channel Payment Solutions

With an emphasis on versatile solutions for modern commerce, PayPoint provides multi-channel payment options. This includes online payments, mobile payments, and in-store payments, making it possible for businesses to reach their customers wherever they choose to shop.

E-commerce Payment Gateway

For online retailers, PayPoint provides an e-commerce payment gateway. This service allows online businesses to securely accept credit and debit card payments. It's designed to work seamlessly with various e-commerce platforms and shopping carts, facilitating smooth transactions in the digital realm.

PayPoint One

PayPoint One is a unique offering that combines an EPOS (Electronic Point of Sale) system, card payments, and PayPoint services in one device. This all-in-one solution provides businesses with a comprehensive tool to manage their sales, stock, and reports while facilitating a wide range of payment methods.

Retail Services

Alongside its payment services, PayPoint also provides a suite of retail services, including SIM cards, parcel services, and digital vouchers. These additional services are designed to help retailers increase footfall and generate additional income.

Location & Ownership

PayPoint is partnered with Barclays for its utility bill payment service, but it is partnered with Lloyds Bank CardNet as its acquiring bank for merchant services. Nick Wiles is the CEO of PayPoint, which is headquartered at 1 The Boulevard, Shire Park, Welwyn Garden City AL7 1EL, UK.

Table of Contents

PayPoint Customer Reviews

Here's What Their Clients Say

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

Low Complaint Total

We are currently able to locate fewer than 10 PayPoint complaints, none of which accuse the company of being a ripoff or a scam. The most common themes among merchant complainants include poor customer service, difficulty canceling service, unexpected fees, and technical difficulties with PayPoint’s hardware. Some PayPoint complaints have been filed regarding its non-merchant services products, and these have played much less of a factor in our rating. It’s also worth considering, however, that some PayPoint merchants may post their complaints against Lloyds Cardnet rather than PayPoint, even though PayPoint bears some responsibility for connecting merchants to their Lloyds accounts.

PayPoint Lawsuits and Fines

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

PayPoint Customer Service Options

On balance, it seems that PayPoint has a low number of complaints for its size and time in business. We therefore assign the company an “A” in this section. PayPoint offers phone support and email support to its users, but these channels are not sufficient to qualify the company as a top-rated processor for customer service.

PayPoint Online Ratings

Here's How They Rate Online

No Profile

The Better Business Bureau does not maintain a profile for PayPoint at this time due to its location in the UK. We therefore will not factor a BBB rating into our review.

PayPoint Fees, Rates & Costs

A Closer Look at The Contract

Cost & Fees Summary
Swiped Rate 1.25%
Keyed-in Rate 1.25%
Joining Fee £175
Monthly Minimum (New Customers) £25
Monthly Minimum (Existing Customers) £15
Early Termination Fee £200
PCI Compliance Fee Undisclosed
Equipment Lease Terms Up to £30 Per Week

Merchant Accounts Through Lloyds BankCardnet

As noted above, PayPoint’s merchant account contracts are actually issued by Lloyds Bank Cardnet. As one of the largest banks in the UK, Lloyds has the ability to offer any level of pricing to any approved merchant, although it is most likely to base its pricing on each merchant’s business types, size, and processing history.

The standard Lloyds Bank Cardnet contract outlines a term lasting a minimum of 12 months, lasting up to 36 months, with an early termination fee of £200. A joining fee of £175 applies to new customers. For businesses that are already banking with Lloyds, additional terms include a flat 1.25% per-transaction fee on all credit and debit cards, a monthly minimum fee of £15 (£25 for new customers), and a monthly terminal rental fee of £15 to £24.95.

It is critical for PayPoint merchants to understand that they will need to negotiate their per-transaction PayPoint rates, contract length, and monthly fees with Lloyds rather than with PayPoint, and that any such fees quoted by PayPoint may not be supported in the documentation offered by Lloyds.

Terminal Pricing

PayPoint does list its weekly rental fees for its PayPoint One terminal, which costs either £10 per week (Base Package, existing merchants), £15 per week (Core Package, existing merchants), £20 per week (Core Package, new merchants), or £30 per week (Pro Package). The Base Package includes PayPoint’s business services, a POS tablet, integrated card payments, and cloud-based back-office tools. The Core Package includes everything in the Base Package plus EPOS Core, product storage for quick scanning, custom promotions, shelf label creation, and a free cash drawer. The Pro Package includes everything in the Base and Core Packages plus advanced reports, mobile stock inventory management, shelf edge label batch creation and printing in the mobile app, and suggested orders and supplier links.

Unclear Customer Pricing

We are currently able to locate a few PayPoint complaints that describe excessive rates or fees, but these seem to be related to PayPoint’s consumer-oriented products and non-merchant services products for retailers. Complaints about standard merchant account terms (such as per-transaction fees, monthly minimum fees, PCI compliance fees, fund-holds, and early termination fees) are hard to find at this time, so it’s unclear how PayPoint’s terms compare to the cheapest merchant accounts.

Share What You Know

Given the lack of specific merchant account complaints and the company’s fairly standard equipment rental pricing, we have assigned PayPoint an “A” rating in this category. If you have any specific knowledge of the standard PayPoint/Lloyds Cardnet merchant agreement, please share that information in the comment section below this review.

We also encourage merchants to check out our list of the providers of the best merchant services.

PayPoint Employee Reviews & Sales Tacitcs

Should You Work For Them?

Jobs & Marketing Summary
Employs Independent Resellers No
Advertises Deceptive Rates No
Discloses All Important Terms No

Inside Sales Team

PayPoint appears to market its services using an in-house sales team and conventional advertising. There’s no evidence at this time that the company employs independently contracted sales reps, and we are unable to locate any PayPoint complaints that describe unethical behavior by the company’s sales team. If you suspect that PayPoint is charging you undisclosed fees, we recommend seeking an independent statement audit to spot hidden charges.

This compares favorably to our list of best credit card processors.

No Deceptive Quotes

PayPoint does not disclose specific pricing details on its website, but it does mention that Lloyds Cardnet will handle the pricing for merchant accounts. This minimizes the impact that PayPoint’s sales team can have on merchants’ pricing, as Lloyds likely sets the rates and fees for most merchants signed by PayPoint. Given the lack of complaints about the company’s sales tactics and the fact that PayPoint does not list deceptive rate quotes on its website, we have assigned the company an “A” rating in this category.

Our PayPoint Review Summary

Our Final Thoughts

A Quality, Multifaceted Provider

PayPoint rates as a reliable credit card processor according to our rating criteria. The company is much more than a merchant services provider, but it appears that its payment processing products can be useful options for small retailers and convenience stores. PayPoint’s merchant services are most likely to be a good fit for merchants who are already using PayPoint’s other business products and are satisfied with the company’s pricing and customer service. UK merchants who are not yet experienced with PayPoint should first compare the company’s offerings to top-rated mobile UK credit card processing apps to obtain the best deal. Our rating for PayPoint will be subject to change as we receive merchant feedback about the company.

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Testimonials & Complaints

How Did PayPoint Treat You?

3 User Reviews

  • ,mattu news

    Mattu news,Peacock Road, Darlaston West Midlands refuse to accept payments from white female customers.My wife has been refused on several occasions, saying they don’t accept cash payments,yet when I go to make the same transaction with cash no problems.Another white female tried buying gas and electric was forced to pay before they swiped the cards.She refused

  • Barry Germain

    Vendor 70384 made a mistake and gave me a wrong phone top up. He refuses to correct it claiming l had asked for EE when l asked for ‘3’.
    PayPoint complaints team point blank refuse to remedy the situation.
    PayPoint are crooks.

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