ProPay Review

24 comments

1. Davinci October 4, 2013 at 1:16 am

   I have never encounter so many UGLY and SAD reviews about a company!

   I have had what so far continue to be a small business for the last five years. I have so far no problems with paypal, but I heard some complaints about similar issues, “the freezing of founds”. It scares me a little, but these complaints were not so many, and maily from people making a lots of money and multiple big transactions. No complaints from small growing or medium size co.

   But what I am reading here makes me angry. I feel so sorry for so many people trying hard to be successful with their busnesess for their families and basic need that is shameful on PRO PAY. I am starting a business that recommend Pro Pay as their preferred processor. But I am not only NOT use it (even if I have to quit before start, but I am going to make sure these complaints get to the top leadership of our company, because they bare very reputable and I am sure they don’t know aabout this. I am also to promote all of these reviews. It is frustrating just to read what these people have to endure because of dishonest BAD business practices from Pro Pay. We are living in very bad times and this is not the way to support each others in our bad economy.

   Again it is frustrating and it breaks my heart, but being a believer I will pray for all of you, because our God will make JUSTICE.

   Blessings!

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2. D January 22, 2013 at 12:37 am

   Propay is now holding 1,000 dollars of mine, won’t release the funds until they see an invoice etc. etc. meanwhile my rent isn’t being paid, this is unbelievable and i’m losing money, can’t use any other services until they “check into things” what a crock, i’m pissed off and looking for another service!!!!

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3. Joseph October 23, 2012 at 7:38 am

   Horrible experience. Thank you to this website for mis-guiding me, by giving these crooks an “A” rating. Started processing customer payments about a week ago. After accumulating $800 worth of a balance, they froze my account pending some “analysis”. As far as I’m concerned, Propay had business to do this analysis *prior* to the approval on my account – Not after I have already taken nearly a thousand dollars worth of customer payments. I now have the option of either “refunding” (where I’d basically take a loss on all the work I’ve done), or option 2: having Propay hold my money hostage for a period of 6 months. I believe the reason they do this is because if they tell you from the start that they require a $1000 security deposit, most people would walk away. But when your hands are tied (given these options), then you have no choice but to play by their rules. This is directly and substantially infringing on my small business, the cash flow, and my ability to even open for business or fund advertising.

   Not only are they holding MY money hostage for a minimum of 6 months, but also be aware that if you attempt to refund a payment, they DO NOT refund their portion of the fee. In other words, you probably have to mail out a check to your customer to cover the difference. Otherwise, they will be calling you to complain that the full amount wasn’t refunded. AVOID THIS COMPANY. Do yourself a favor and go with a reputable bank for merchant processing.

   Reply
   1. Phillip Parker Post authorOctober 23, 2012 at 10:29 am

      Hi Joseph,

      I’m sorry that you feel “mis-guided” by my review; however, I stand by the rating. This is because I rarely count complaints about fund holding against a provider unless there is a clear pattern of abuse. I’ve found that in most cases fund holding is merely an action brought on by an elevated risk of fraud or Chargebacks based on the type a transactions a merchant is running (high-risk). This is something that all providers do and in most cases the merchant get his/her money within a short time. I suggest reading this article to better understand the process behind holds: Why Credit Card Processors Hold Funds

      Reply
4. John Nelson October 7, 2012 at 6:57 pm

   Propay is inexpensive to start up, and fees are reasonable. My biggest issue with them – especially lately – is that they are 5×12 support, not 7×24. I recently discovered an issue on a Saturday morning that all of my customer changes were being rejected. When I was finally able to reach them Monday morning, they fixed the problem in a matter of a few minutes. That’s all well and good, but in the mean time I lost thousands of dollars in sales because of their problem that they were unable to detect, prevent, or even identify the cause to my satisfaction. Several weeks later I had a similar outage, though it corrected itself in a matter of hours. For this reason alone, I am seeking another solution. The loss of business from that weekend outage more than covers the cost of a high priced service, as long as they have greater support hours.

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5. Phyllis Drury May 27, 2012 at 11:12 am

   I am new to using ProPay but I did do extensive research before choosing this company. The fee’s are the same or a bit less than most when you swipe a card, even when factoring in the monthly fee. I have always been sceptical of anything that is “Free” and being able to offer a company with great Fraud Protection to my customers is #1 on the list for me. I can instantly transfer money from my merchant account to my commision account for free, and I like keeping all of my business money in one place. Like any product everyone has an opionion, and people are quick to tell everyone they know about a bad experience but never mention the good, I like to form my own opionions. I have had nothing but good experiences with them, I read the terms of my agreement and follow it as I promised. Great Job and Thanks ProPay!

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6. Lesley May 17, 2012 at 11:40 am

   I’ve used ProPay for my face to face sales for over four years. I wouldn’t say the company is perfect but it is more than adequate for my needs. I do wish they had 24/7 customer service since most of these sales are on weekends.

   I have the Flash reader for when I have WIFI available and the Android JAK for when I don’t.

   I maintain PayPal for web sales simply because of the name recognition.

   Reply
7. Jessica May 10, 2012 at 12:30 pm

   I am sorry to disagree with the compliments on this company. I have had one issue after another with them & they could care less to make it right. They have held $59 from me for months now. Every time I have a customer order online from my website, they freeze MY MONEY and want me to go through a lengthy process to get funds released. The point of customers ordering from me online is convenience for us all especially since I have some overseas friends that order also. I am happy to hear they are not owned by paypal b/c I do not get the hassle with paypal & would rather use them. The only reason I even use propay is b/c that is who my company uses for processing our customers cards. Propay has been good at one thing and that is pissing my customers off when I have to get them to pay another way due to small limits and putting money on hold. HELLO….I am out of pocket this money for the products until propay releases my funds which means propay is robbing my family of money we need for groceries etc…. THEY DO NOT CARE!!! I’m not sure how they choose who they will pick on and who they won’t . This does not happen to everyone but for me, a person that is more than honest…Military Police as a matter of fact….they have froze my funds over and over again and they love to just say “its to protect me” from what? From paying my bills or making money???

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8. Terri Galietta February 10, 2012 at 10:42 pm

   I thought I was doing the right thing. I made sure I had a merchant account before I got my website or anything else. When I called ProPay the feature that I was told about was splitpay, so I could pay my agents their commissions immediately. It was a line of garbage. Propay is NOT compatible with Network Solutions. Network Solutions didnt want to even try to become compatible with them, and due to being told that Propay would split pay my commissions, I cancelled my website with Network Solutions, and went with 3Dcart, someone Propay worked with. 3Dcart is a horrific shopping cart, compared to Network Solutions. I opened online, and within the first 10 days it was clear I would exceed the 3,000 credit limit I had asked for. I was told to send a bunch of documents to underwriting to get the limit raised.

   I hired four new employees! My first four! I was so excited! I called Propay to find out how to set up the splitpay. NO ONE in customer service knew what it was! They forwarded the call to Tanner, the sales guy. He says “Oh gee.. that requires coding! Its not something we can just ‘turn on'” Ahh.,. excuse me.. but the sales lady I spoke with when I first called ProPay told me I could pay my sales people that way. It was the MAIN reason I chose to keep Propay and ditch Network Solutions! omg…I should have ditched propay!!! THey LIED!!! But.. the worst they were going to do to to me, was yet to come.

   I was asked by the sales person if I sold HCG, we do not. I told them we sold Health Supplements. EVERY sales person I spoke to, they went to my website, they asked me about Marine Phytoplankton, and Elixin. Multiple times I had to give a list of the ingredients in each product. When I called to ask what category my business falls under, I was told to leave that blank and when I got to speak to the limits dept, they would advise me what to put in there.

   So business got crazy. From the very first day open, we were getting 200-400 a day in sales. I hired four employees to start work on Saturday. I was told on Wed it would be 24-48 hours to find out what my limits would be raised to.

   I got told today by Katie that not only would NO limits be raised, but they were closing my account AND keeping all funds for SIX months! I asked how they could do this because my refund policy was “30-day” so how could they keep the funds for more than 30 days, 60 at most, but no… they were keeping ALL my funds for SIX MONTHS???

   So tomorrow, I have four new employees and at 3 o’clock on a Friday, was told that I had NO merchant account. I can’t take sales and have a full sales staff. I am ruined. This company ruined me, AND kept all my funds!!

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9. Chris February 1, 2012 at 5:28 pm

   I cannot stand the amount of time processing anything over your limit with this firm takes. I spent 3 hours of my time between client, myself and propay to get something just outside my limits processed over a 7 day period. The customer service is closed on the day after thanksgiving the busiest shopping day of the year. If you want 24/7 support DO NOT USE THEM. They are closed more days than I am during a year and I run a small local business.

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10. RC January 22, 2012 at 9:20 pm

    Thanks for the information guys. I think I’ll just stick with paypal. I get my money immediately, can use my debit card, etc. Sure, 3% is too much, but such is life, and I need the writeoffs anyway. Good luck.

    Reply
11. Tannya Blackwood August 1, 2011 at 12:11 pm

    Unhappy! called cust service to make sure I could process a payment that was over my credit limit. They told me it was OK and told me all the info I needed to collect from customer for a customer verification. Did all they asked. Now it has been 6 business days and they still have not done the customer verification and want me to to open another acct before they will do anything. Oh and want to reserve a large portion of the sale for 120 days!
    I recommend staying away from ProPay! There are so many cheaper processing companies out there that actually have good customer service.

    Reply
    1. Priscilla Rothwell September 15, 2011 at 5:13 pm

       I agree! I would stay completely away from these thieves! They are quick to charge your client/customer’s credit cards, but you will have a very difficult time actually getting the funds to your account. They find all sorts of reasons to keep you from getting your money! I have spent countless hours the last few days trying to sort out my last 6 transactions. I have bothered customers having them sign new receipts, etc, but to no avail. They still say I cannot transfer the funds to my account. I have since refunded all monies to my customers and am using a different credit card company. Plus, their fees are WAY too high compared to others. STAY FAR, FAR AWAY. And, if you need to call, allow at least 30 minutes per call! They are extremely slow to answer!

       Reply
       1. Angie September 17, 2011 at 11:33 pm

          You may be having difficulty with ProPay. That I won’t argue because I don’t know your circumstance.

          However, to say that ProPay is “WAY too high compared to others”…the prices are clearly stated online and this is inaccurate. Even if you pay the full yearly fee, it’s still cheap. Perhaps you’re using it for eBay, in which case it IS more expensive than PayPal. And you’ve always got PayPal as an option for less, which so many “love”. If that’s the case, it’d be appreciated if you clarified.

          But for non-eBay merchants, I challenge you to find a cheaper merchant company…please. Then come back and post it. You won’t find a less expensive company. I’ve looked.

          Reply
       2. Angie September 17, 2011 at 11:51 pm

          Just as an example of fees, here’s a breakdown I did a couple years ago comparing ProPay to UBC. UBC did have low rates compared to other merchant companies that had the standard monthly fees but they were still more expensive overall than ProPay. You can use the chart comparison to drop in any merchant companies you’d like to compare and contract to see which is best for you.

          Kim, I know you’re a fan of United Bank Card, but after Kerry added those additional fees that I had declined when I signed up that suddenly appeared on my statements months later (more than once), along with a few other non-Kerry problems, I’d had enough. I won’t even go into what I had to do at my bank to prevent UBC to keep charging my account after I’d cancelled!

          UBC might offer an interest rate that starts at 1.79% for swiped cards, but if I get a card that won’t swipe, an online order, phone order, outside orders given to me by the hostess with the credit card number on the order form, the store and forward won’t work (oh yes, that happened quite a bit), or whatever the reason was that I had to manually enter in the credit card numbers or call for phone authorization, it’s 3.58% with UBC versus the 3.25% with ProPay, so about half my transactions with UBC were MORE than the interest charged through ProPay. I can get ProPay for a yearly fee of $29.95, which includes Internet processing and phone authorization for the same 3.25% rate. (Interest rates go down to 2.99% and a $59.95 yearly fee with the Premium Plus, but let’s stick with the Premium for comparison.) With phone authorization, I don’t need a terminal. I can use my 3-ply receipts for their credit card receipt, so I save money since I already use those and don’t have to buy the heat sensitive receipt rolls for a terminal, too.

          I’d like figure out the average fees for each company for the same scenario. ProPay Premium charges a yearly fee of $29.95. UBC charges a yearly fee of $79. ProPay doesn’t charge a fee for statements. They’re available via email/online for free. UBC charges $10 a month for a hardcopy statement fee (even if it’s ONE piece of paper) and an ADDITIONAL $10 if you want an online statement. ProPay charges $.35 per transaction. UBC charges $.25-.30 per transaction. ProPay charges $.30 for each transfer of funds from your ProPay account to your checking (or use the complimentary debit card to use the money for free). UBC doesn’t charge a transfer fee, but they charge a $.35 batch fee each time you send the info from the terminal to UBC in order to process the payments. With ProPay there is no monthly minimum. With UBC, there is a $25 monthly minimum so if you’re not doing the parties or getting many credit card orders (even if you are doing the parties), then that $25 comes out of your pocket instead of your profit. UBC has the money in your account within 3 days and ProPay, the longest I’ve heard is 5 days to get it into your ProPay account and then into your checking account ( or use the debit card when it shows up in ProPay two days).

          So let’s take a look at the fees for a year for credit card sales of $200 a month, $1000 a month, and $3000 a month, with the average sale being $50 for 4 transactions at $200, 20 transactions at $1000, and 60 transactions at $3000. I chose those sales amounts to reflect the Party Gal who does a small amount, a mid amount, and a high end volume of sales per month. I’ll use the lowest fees (interest and batch fees) for both so I’m not going to include the wireless terminal because it’d average out to higher transaction fees and another $35 setup fee and $20 a month for Cingular wireless service plan

          ProPay at $200/month:

          Yearly fee: $29.95 ($2.50/month)

          Interest rate: $78 ($6.50/month)

          Per Transaction fee: $16.80 ($1.40/month)

          Acct Transfer (optional): $15.60 ($1.30 avg/month at one a week)

          ________________________________________________

          Cheaper than UBC: $140.35/year (Minimum fees = $29.95/year)

          UBC at $200/month:

          Yearly fee: $79 ($6.58/month)

          Interest rate: $300 ($3.58 a month but minimum of $25 month required)

          Per Transaction fee: $12 ($1/month)

          Batch fee: $18.20 ($1.52 avg/month at one batch a week)

          Statement fee: $120 ($10/month)

          __________________________________________________

          $529.20/year (Minimum fees = $499/year)

          ProPay at $1,000/month:

          Yearly fee: $29.95 ($2.50/month)

          Interest rate: $390 ($32.50/month)

          Per Transaction fee: $84 ($7/month)

          Acct Transfer (optional): $15.60 ($1.30 avg/month at one batch a week)

          ________________________________________________

          Cheaper than UBC: $519.55/year

          UBC at $1,000/month:

          Yearly fee: $79 ($6.58/month)

          Interest rate: $300 ($17.90 a month but minimum of $25 month required)

          Per Transaction fee: $60 ($5/month)

          Batch fee: $18.20 ($1.52 avg/month at one batch a week)

          Statement fee: $120 ($10/month)

          __________________________________________________

          $577.20/year

          ProPay at $3,000/month:

          Yearly fee: $29.95 ($2.50/month)

          Interest rate: $1,170 ($97.50/month)

          Per Transaction fee: $252 ($21/month)

          Acct Transfer (optional): $15.60 ($1.30 avg/month at one batch a week)

          ________________________________________________

          $1467.55/year

          UBC at $3,000/month:

          Yearly fee: $79 ($6.58/month)

          Interest rate: $644.40 ($53.70/month at 1.79%)*^

          Per Transaction fee: $180 ($15/month)*^

          Batch fee: $18.20 ($1.52 avg/month at one batch a week)

          Statement fee: $120 ($10/month)

          __________________________________________________

          (Cheaper than ProPay) $1041.60/$1211.76*/$1381.80^/year

          *$750 in sales at 3.58% and $.30 transaction fee for keyed in transactions

          ^$1500 in sales at 3.58% and $.30 transaction fee for keyed in transactions

          (It’s safe to assume that 25% of all sales will have to be keyed in/phone authorizations for any number of the reasons I listed above, though my average was more 50%, which is why I figured out both averages besides the 1.79% for 100% of sales. Either way, having a credit card present or a swipeable card available for ALL transactions is unrealistic.)

          Looking at the stats I calculated, if you’re doing a small or mid-range amount of sales, it’s actually cheaper to go with ProPay. If you’ve got a high volume of sales, then yes, UBC is the way to go. There’s a savings of $425.95 from using UBC. However, even though it’s cheaper for high volume sales with UBC, with the keyed in/phone authorized transactions added into the equation, that difference in savings by using UBC then becomes $255.79 if a fourth of transactions are keyed/phoned in and $85.75 if half of the transactions are keyed/phoned in. Realistically, yes, I’D rather have the difference in fees in MY pocket instead of ProPay and if I was doing $3,000 in credit card sales, I’d keep looking. I’m not right now so it’s a better deal to go with ProPay so I DO end up with the extra money in my pocket.

          With all rates aside, I just can’t support UBC after all the problems I’ve had. I will NEVER recommend them, even though Party Gals has taken UBC as their “official” merchant account. I was SERIOUSLY disappointed when I realized it was UBC sponsoring the Party Gals merchant account. It would take a MAJOR change in their practices before I’d ever consider UBC as a possibility, though I don’t ever see a change in UBC’s practices or my opinion of them.

          Reply
12. Dawn May 12, 2011 at 2:31 pm

    Stay clear of this unethical organization! I had an account with them for 5 years with no issues, complaints or charge backs from my customers. Yesterday, they sent me an email saying my account was terminated immediately.

    I was told my business was high risk & the account should never have been written 5 years ago. Based on their interpretation of my business (inaccurate I might add), they’ve decided my business is high risk, so they said the only way I could keep the account was to give them $1000 to hold for 6 months!

    They said no one has looked at my account before this week. (If no one has looked at it in 5 years, what are employees doing there?). My suggestion is to find a reputable company with an educated staff, neither of which you’ll find at Propay.

    Reply
    1. manling November 9, 2011 at 5:26 pm

       I agree with you, they did the same with me only less than two years with them, now I have $2800 there, can’t do anything, products were shipped, they want to refund my customer the money, which they already paid through Amex, so they have to pay financial charge to get their money back. How stupid is that! I agree…stay away from that stupid company.

       Reply
13. Stephen Taylor March 17, 2011 at 1:11 pm

    Phillip and Angie:

    We at ProPay are pleased to say that we will very shortly have an excellent option for accepting mobile payments. In mid-late April, we will be unveiling the new ProPay JAK, a mobile reader for smartphones. This will allow for real-time swiped transactions, provide card-present discount rates on transactions, allow for you to send e-mail receipts to customers, capture customer signature on your screen, and will work in conjunction with any ProPay account. The new reader will encrypt the moment the card is swiped, so your customers can be confident knowing that their card information is secure with you. Initially, the ProPay JAK will be compatible with all iPhones, iPod Touch devices, and iPads. In the next few months, we will also make it compatible with a number of Droid phones and Blackberry phones as well.

    I hope this information helps you.

    Regards,

    Stephen Taylor
    Business Development
    [email protected]
    ProPay, Inc.

    Reply
    1. Angie March 18, 2011 at 1:00 pm

       Stephen, thank you for the information about the mobile reader for smartphones. Sounds great! I look forward to using it, hopefully, depending on an issue that needs to be resolved. The issue is with a possible contradiction with ProPay. Hopefully you can help because I’m getting different stories from people at ProPay.

       I’m an independent in-home romance party owner and have enjoyed ProPay’s customer service and fee schedule so I’ve recommended ProPay repeatedly to numerous romance party reps. Recently, however, there has been talk about whether romance parties are allowed as per ProPay’s terms of use. Scott from ProPay’s Resolutions Department explained via email to a friend (which she forwarded to me) that our business is considered high risk and against ProPay’s terms of use. However, they would accept her account even against policy as long as there were underwritings and reserves. Looking over ProPay’s terms of use, it’s similar to PayPal’s and I was advised that the clause pertains to pornography, phone sex, prostitution, and the like but not to actual products that a customer can physically keep, like lotions and toys. As I’m sure you know, adult novelties are not pornography, which is why Spencer’s sells them out in plain view for any child in the store to see, unfortunately.

       The problem I have is ProPay targets their business to romance party reps by offers discounted links. There are specific links designed for each company (eg: Passion Parties) but also a generic one for others who are independent (like myself) or with smaller companies. I was given such a link by Matt Hassler (I believe is his last name) and there was no reserve requirement. So why the contradiction with policy, reserves, and discounted links? Why would ProPay promote these discounted links to romance party reps if it’s against ProPay’s policy? Can you clearly explain what ProPay’s policy regarding in-home romance parties?

       I’d appreciate this to be cleared up as soon as possible. I haven’t heard anything back from the email I sent Scott. I’d like to clear up misinformation with the other romance reps I’ve been speaking with, both those who are interested in using ProPay’s service and those who have been steering others away due to the vague policy. More importantly, I’ve always had a positive experience with ProPay and the smartphone mobile reader sounds promising but I need to know whether to renew my account with ProPay because I don’t want to violate ProPay’s policy and risk losing money I’ve collected or have my account closed unexpectedly. I’ve been on hiatus and plan to start back up within the next several weeks so a timely response would be appreciated. Thank you.

       Reply
       1. Stephen Taylor March 18, 2011 at 1:41 pm

          Angie:

          I would be happy to do what I can to clear up the confusion you mentioned. Could you please provide me with the e-mail address that is associated with your ProPay account? If you do not wish to post it on a public forum, feel free to contact me directly at [email protected]. By reviewing the notes on your account, I’ll be able to understand your situation better, at which point I will then do what I can to help you clear up this contradiction.

          Stephen Taylor
          Business Development
          [email protected]
          ProPay, Inc.

          Reply
14. Angie March 4, 2011 at 8:36 pm

    You are correct that ProPay is more expensive than PayPal is for eBay purchases. I spoke with someone at ProPay about it and they said they were still new to the eBay game but hoped they would be able to offer more competitive prices in the near future. I hope so because an affordable alternative to PayPal is long overdue.

    As for ProPay being expensive, it is if you’re a “well-established, high volume business”. However, for the small business owner, “mobile sales professionals” or independent party consultants (where much of their business is derived), it’s the cheapest I’ve found so far. I did a comparison a few years back between ProPay and United Bank Card (blessedly, my EX-merchant company). In all circumstances, ProPay was cheaper, except if you had more than $3,000 a month in charges.

    ProPay does charge $.30 per transfer to your bank account but it’s the same fee whether you transfer $10 or $1000. Plus it doesn’t have a batch processing fee, as many merchants like UBC do. UBC charges $.35 per batch, so on a daily basis, it’s a savings of close to $20 a year by paying the ProPay’s transsfer fee. Plus ProPay occasionally offers 50% discounts on their annual fees, cutting the annual $79.95 fee in half. Once you’ve signed up under the 50% discount, you will receive that discounte every year, as I have. In the years that I have been with ProPay, the fees have remained the same except for the annual fee, which has gone up $20. The per card transaction fee and percentage are the same as when I first signed up with them. If you’d like a breakdown of my comparison, you’re more than welcome to email me and ask. The amounts are off with ProPay slightly because of the additional annual fee. For UBC, I don’t know what their current rates are since I couldn’t not find the information on their website.

    Finally, ProPay does offer a wireless MicrosSecure card reader. There is a one-time $99 fee and an additional $20 annual fee but if you have an active Internet account, you can process credit cards in real time on a computer. Otherwise, it stores the information to be uploaded later. It’s not necessary to have the card reader, though. People can still process the card online in about 30-60 seconds or they can process it over the phone, which takes longer.

    Reply
    1. Phillip Parker Post authorMarch 6, 2011 at 12:22 pm

       Hi Angie,

       Thanks for you insight on ProPay. Personally, I’m not a fan of the MicroSecure card reader because it cannot tell you if the card will clear until you upload it to ProPay. It’s a better alternative to writing down credit card information, but smartphone technology that processes credit cards in real-time is the best way to go if you accept a lot of credit cards as a mobile merchant.

       Reply
       1. Angie March 16, 2011 at 11:20 pm

          The MicroSecure card reader can be used in real time as long as you have access to the Internet and I’ve only had one host home not have Internet access because she’d just moved. So you can get instant approval. Just plug it in using the USB card and swipe. It makes it a little quicker than entering the card number manually on the ProPay site at the party, though that is easy and quick enough by itself.

          Thanks for the info about smartphone processing. I didn’t know about that and will look into it. Guess there really is an app for that, whatever that may be. One for dishes or laundry and I’d be set.

          Reply
15. zerodtkjoe October 20, 2010 at 2:07 am

    Thanks for the info

    Reply