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ProPay Credit Card Processing 2023: Reviews & Complaints
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Founded in 1997, ProPay is a merchant account provider that shares attributes of both a traditional credit card processor and services like PayPal, Stripe, 2Checkout, and Google Checkout. ProPay’s similarities with a traditional merchant account include the ability to swipe credit cards at the point of sale, which can result in a lower processing fee, as well as the ability to accept payments for other purposes such as e-commerce and mail order/telephone order sales.
Unlike a traditional merchant services provider, ProPay does not support the use of countertop credit card terminals like the type used at most retailers. However, like PayPal and 2Checkout, ProPay has an easy signup process and is open to non-traditional merchants such as direct sellers and micro-merchants. ProPay acts as its own holding account and merchants must manually transfer their money to a linked checking account.
ProPay was acquired by TSYS in late 2012, but in 2020 ProPay partnered with Global Payments Integrated, and they now have replaced the TSYS subheader with one for Global Payments. In addition, the BBB now conflates the ProPay profile with that of Global Payments, implying that Global Payments owns the company, though we can find no official announcement of the purchase.
ProPay Payment Processing
ProPay offers several ways to accept credit card payments, including mobile options. The first, “ProPay JAK,” is a service similar to Square that enables merchants to use a card reader with a smartphone to accept credit cards. ProPay also offers tablet-based point-of-sale solutions as well as access to a virtual terminal.
An EMV-compatible card reader is currently available for purchase through each merchant’s existing ProPay account. This device connects to a merchant’s smartphone via Bluetooth in order to accept chip cards. The ProPay EMV reader does not currently accept Near Field Communication (NFC) contactless card payments, Apple Pay, or Android Pay, but these additions are planned for future updates. Lastly, ProPay offers an automated phone system where merchants can call in to process real-time sales.
Mobile Payment Services by ProPay
ProPay provides a comprehensive mobile payment solution that allows businesses to process transactions wherever they may be. This service is especially useful for businesses operating in mobile or outdoor settings, such as food trucks, outdoor events, or home services. With ProPay, these businesses can accept credit and debit card payments directly from a mobile device, creating a more convenient transaction experience.
ProPay’s E-Commerce Payment Processing
Recognizing the surge in online shopping trends, ProPay offers a secure online payment processing service. With ProPay’s robust online payment gateway, businesses can easily manage online transactions, thus meeting the demands of customers who prefer the convenience of online purchases.
Virtual Terminal Services from ProPay
ProPay’s virtual terminal service allows businesses to process credit card transactions remotely. This service enables businesses to manually enter card information into a secure, web-based system, an ideal feature for businesses handling transactions via mail or phone orders.
Integrated Business Management with ProPay
Besides payment processing, ProPay also offers integrated software solutions designed to streamline various aspects of business operations. This suite of tools includes payment processing, inventory management, CRM, and data analytics. By providing these comprehensive services, ProPay assists businesses in enhancing their overall operational efficiency.
Location & Ownership
ProPay is a registered ISO of Wells Fargo Bank, N.A., Concord, CA. ProPay is headquartered at 2675 W 600 N, Lindon, Utah 84042. Gary Goodrich is the CEO of ProPay.
Table of Contents
ProPay Customer Reviews
Here's What Their Clients Say
|Total Online Complaints||40+|
|Live Customer Support||Yes|
|Most Common Complaint||Fund-Holds|
Low Complaint Total
Negative ProPay reviews are low for a company of its size, and many of the complaints were filed before 2014. Some ProPay reviews appear to have been filed by clients who have a limited understanding of how credit card processing fees are assessed and would experience the same issues with any provider. If you have your own ProPay review to make, please do so in the comment section below.
ProPay Pattern of Complaints
The most common theme among legitimate complainants is that ProPay has a tendency to hold funds and freeze accounts if a merchant starts making charges that differ from its normal transaction history, or if the business suffers a chargeback. In some cases, it appears that ProPay will suddenly terminate an account without notice, thereby leaving the client without a way to accept credit cards. Understandably, these same businesses complain of receiving poor customer service.
Standard-Risk Businesses Only
ProPay appears to be very cautious about how much risk it is willing to accept from a business, so higher-risk businesses may want to look at reputable high-risk payment processors. It is also wise to avoid chargebacks at all costs if you choose to go with ProPay.
Industry-Standard Fund Hold Policies
Generally, we do not count complaints regarding fund-holding against providers unless there is a clear pattern of abuse or deception. It is a standard industry practice for providers to hold funds if they suspect high-risk transactions or fraud. In ProPay’s case, it appears that it is operating within normal guidelines when choosing to hold funds. To learn more about fund-holds, see this post: Why Credit Card Processors Hold Funds.
ProPay Lawsuits and Fines
PayPro is involved in two ongoing class-action suits. One regards COBRA notices that were allegedly incorrect and allegedly resulted in some people losing health insurance, and a larger one is a massive suit about the TelexFree Ponzi scheme that involves a huge number of financial institutions. Dissatisfied clients who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
ProPay Customer Support Options
The company’s website only lists a customer support form and a dedicated phone line for support between the hours of 7 am to 7 pm MST, Monday through Friday. This falls short of our expectations of the top-rated merchant accounts for great customer service.
ProPay Customer Service Number
- (866) 573-0951 – Toll-Free Support
ProPay Online Ratings
Here's How They Rate Online
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.
No Individual Profile
ProPay’s profile has been conflated with that of Global Payments.
As of a previous update, ProPay had been accredited with the Better Business Bureau since 2000 and held an “A+” rating. Global Payments has a rating of “A+”, has been accredited since 2021, and has received 166 complaints.
What Merchants Say
ProPay had also received 2 informal negative reviews. The most recent review described a bad experience with ProPay placing a hold on their account:
If I could give this company no stars, I WOULD!! They have horrible customer service and if you want to contact someone in their finance department, then you can only contact them by email. I had a transaction that I ran for products that was a higher amount that normal at one time. They put the purchase under review and said it would be 1-3 business days before it would be available. Well my account says I have the money available, but now they are saying that it will be under review for 1-3 days and then takes another 1-3 days to get the money released. Not only do they have the money for that one particular transaction on hold, they have my ENTIRE account on hold to where I can not use ANY of the money from ANY transaction. This is a service I had to pay for?? What a complete ripoff! I have always used square and never had any problem but ProPay is directly connected to my business and I was able to allow people to checkout through my website. This is absolutely ridiculous and I will NEVER EVER again use this service. I got put on hold numerous times and for long periods of time. No one can give a straight answer and no one has an answer to any of your questions. I DO NOT RECOMMEND THIS SERVICE AT ALL!!!!
Clients in this position can proactively help themselves by reading our guide on how to get payment processors to release your funds.
A “B” Performance
Given the company’s complaint total and resolution ratio, we have slightly adjusted the BBB’s former rating for the purposes of this review.
ProPay Fees, Rates & Costs
A Closer Look at The Contract
|Monthly & Annual Fees||Yes|
|Equipment Lease Terms||Unclear|
ProPay rates include an annual agreement with an annual fee but no monthly fees, monthly minimums, gateway fees, or statement fees. We are unable to determine at this time whether the company charges a cancellation fee for clients who terminate their contracts early, but ProPay has not charged such a fee in the past. We also have not seen even a single ProPay complaint regarding a termination fee.
ProPay Pricing Plans
ProPay offers 3 plans that come with different rates and fees. The “Premium” plan costs $39.95 per year and charges 2.60% for swiped Visa/MasterCard/Discover transactions, 3.40% for American Express transactions, and 3.55% for all keyed-in transactions.
There is also a “Premium + Card Reader” plan that offers identical per-transaction pricing but charges $41.95 per year and includes a JAK reader. The “Premium Plus” plan costs $49.95 per year. The “Platinum + Card Reader” plan costs $69.95 per year and charges 2.40% for swiped Visa/MasterCard/Discover transactions, 3.20% for American Express transactions, and 3.35% for all keyed-in transactions. There is also a “Bank Account Transfer Fee” of $0.30 to $0.35 that likely applies whenever businesses transfer their money from their ProPay accounts to their business bank accounts. Each plan also contains single and monthly transaction limits of $500 and $3,000, respectively.
Virtual Terminal and Payment Gateway Pricing
According to the ProPay website and the available information on the company’s rate and fee structure through various client reviews, the aforementioned pricing models it offers are applicable to its e-commerce platforms as well as its in-store and MOTO payment methods.
Comparable to Other E-Commerce Options
ProPay rates and fees are competitive with most traditional three-tier and flat-rate merchant account setups, and probably less expensive in many cases. However, ProPay is more expensive than the cheapest merchant accounts available. We also encourage business owners to check out our list of the providers of the best merchant accounts.
ProPay Employee Reviews & Sales Tacitcs
Should You Work For Them?
|Uses Independent Resellers||No|
|Discloses All Important Terms||Yes|
Clearly Displayed Pricing
ProPay does not use any deceptive marketing or sales tactics that are apparent to us. The entire signup process is handled in-house and on the company’s website. Additionally, ProPay’s pricing is transparently displayed and does not hide pernicious fees.
This compares favorably to our list of best credit card processors.
No Marketing Concerns
We are not seeing any client complaints at this time that accuse the company of deceptive advertising strategies, which indicates that ProPay deserves an “A” rating in this category. However, if you suspect that ProPay has snuck hidden fees into your monthly statement, we recommend seeking a third-party statement audit to find and eliminate undisclosed charges.
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