PaySimple Credit Card Processing 2023: Reviews & Complaints
PaySimple, sometimes spelled as “Pay Simple,” is a Denver, Colorado-based small business solutions provider that supplies merchant accounts along with several other services. PaySimple was founded in 2005, and in 2019 PaySimple was acquired by EverCommerce. They’ve also partnered with multiple companies, including Knowify, Fieldpoint, and SalonBiz.
PaySimple Payment Processing
PaySimple processes all major debit and credit cards for most business types. The company specializes in providing merchants an integrated system that allows them to send electronic invoices and collect payments via credit/debit card, e-checks, and ACH transfers through customizable payment pages. PaySimple also offers e-commerce solutions, POS systems, and mobile payments. For the purposes of this review, we will be focusing primarily on PaySimple’s credit card processing services.
One of PaySimple’s key features is its recurring billing service, which allows businesses to automate their billing process for subscription-based or installment payment plans. This feature helps save time, reduce administrative tasks, and improve customer retention by offering a hassle-free payment experience.
PaySimple provides an invoice management system that allows businesses to create, customize, and send invoices directly from the platform. The system also offers features such as tracking invoice status, sending reminders, and accepting online payments, making the invoicing process more efficient and organized.
Online Payment Forms
The company offers businesses the ability to create customizable online payment forms that can be embedded on their websites or shared via email. This feature allows businesses to accept payments from customers quickly and securely, enhancing the overall customer experience.
PaySimple’s mobile payment solution enables businesses to accept payments on the go using a smartphone or tablet. The mobile app allows businesses to process payments, manage customers, and access reporting features, providing flexibility and convenience.
Integrations and API
PaySimple offers a variety of integrations with popular software platforms such as QuickBooks and Salesforce, as well as a robust API for custom integrations. This compatibility helps businesses streamline their operations by connecting their payment processing system with other essential tools.
Location & Ownership
PaySimple uses either National Processing Company or North American Bancard for its card authorization and settlement network. However, merchants will deal directly with PaySimple for management of their merchant account. Eric Remer is listed as the CEO while David Sharp is the president. PaySimple is registered ISO of Fifth Third Bank, Cincinnati, OH; and Wells Fargo Bank, Concord, CA. Matt Feierstein is the current president of EverCommerce and it is headquartered at 3601 Walnut St Denver, CO 80205, which PaySimple also shares an address with.
Table of Contents
- Costs & Contract: Appears to offer variable contract terms with fixed monthly fees through NPC and…
- Complaints & Service: Has received more than 30 public complaints regarding…
- BBB Rating: Has been accredited by the Better Business Bureau since 2015 with an “A+” but has received 17 complaints and 5 reviews in the last 36 months.
- Sales & Marketing: Does not appear to hire independent sales representatives but does list incomplete rate quotes on its…
PaySimple Customer Reviews
Here's What Their Clients Say
|Total Online Complaints||30+|
|Live Customer Support||Yes|
|Most Common Complaint||Fund Holds|
Low-to-Moderate Complaint Total
There are more than 30 negative PaySimple reviews filed about the company in the usual online forums, although some of these appear to be multiple postings by the same person. The valid PaySimple reviews tend to cite sudden account cancellations, poor customer service, fund-holds, and hidden fees. A company representative has responded to many of these complaints, but it’s unknown whether the merchant ultimately received a satisfactory resolution. Fund-holds have been mentioned in the company’s most recent complaints, and it should be noted that fund-holds are a common issue for e-commerce payment processors. Aside from complaints about fund-holds, PaySimple does not appear to be suffering from any major complaints that follow a common theme. If you have your own PaySimple review to make, please do so in the comments below.
PaySimple Lawsuits and Fines
We have not found any outstanding class-action lawsuits or FTC complaints filed against PaySimple. Dissatisfied clients who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
PaySimple Customer Support Options
PaySimple offers clients a dedicated, toll-free customer support line, live chat support, an online knowledge base, and email ticketing support. These options are more robust than those offered by many of PaySimple’s competitors, which could be a factor in keeping its complaint rate down.
PaySimple Customer Service Numbers
- (888) 544-0631 – Toll-Free Customer Support
- (800) 466-0992 – Sales
Other Support Options
- Customer support form
- Customer service email addresses:
We have assigned the company a “B” rating in this section.
PaySimple Online Ratings
Here's How They Rate Online
Online Ratings Summary
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.
Nearly 20 Complaints
As of this review, the Better Business Bureau is showing that PaySimple has been BBB accredited since February 2015 and is awarding the company an “A+” rating based on 17 complaints in the last 36 months.
What Merchants Say
PaySimple has also received 5 negative informal reviews to its BBB profile. A recent review describes unexpected PCI fees and poor customer support:
I was a Paysimple customer for over 6 years and used and paid for your services. I recently reviewed my statements and noticed I have been charged for this PCI non compliance fee for over 3 years. This fee ranged from ***** to ***** per month. I had no idea what this fee was and never was told what to do to remove this fee- for 3 years. I only called about the fee and to cancel my account was I told what the fee was and what to do to remove it- which only took 1 minute.Your company has a responsibility to notify small businesses of the fees they are being charged and what to do (if there is a step that needs to be done) to remove this fee. I was not given that courtesy and you had 3 years to do it! This is bad business practice and fraudulent to charge a small business this fee without giving them a chance to rectify it. I contacted customer service to get these fees refunded and I was only granted one month out of 3 years! I received emails back from customer service with no support. I called for a 2nd time on 11/ 9/21 and asked to speak to a supervisor . I talked to ***** and he said ***** (Samantha) ******** would call me back and she never did. But I received an email from customer service to say there would be no refund. You have the WORST customer service of any company I have worked with and paid for, for that matter. You think that emailing is going to close the issue?I called a 3rd time on December 14th and spoke directly with ***************************, she refused to help me. She refused to transfer me to her supervisor and refused to give me legal counsel’s name and contact information. I will never do business with Paysimple again nor will I recommend them to any small business owner
The terms and conditions of a merchant agreement will convey a provider’s policy on fees. Regardless, circumstances like that referenced above are especially frustrating for clients. Using a processor with an excellent track record for customer support can help in these scenarios.
A “B” Performance
Taking these figures into account, we have slightly adjusted PaySimple’s rating to a “B” according to our rating criteria.
PaySimple Fees, Rates & Costs
A Closer Look at The Contract
|Monthly & Annual Fees||Yes|
PaySimple E-Commerce Pricing
PaySimple’s pricing and contract terms appear to be about average for the industry. The company advertises a rate of 2.49% plus $0.29 for qualified credit card transactions and a rate of 0.10% plus $0.60 for ACH and E-Check transactions. Additional fees charged to businesses each month include a PCI compliance fee of $4.95, an on-file fee of $5.00, and a batch fee of $0.29. PaySimple’s credit card transaction fees will be higher for mid-qualified and non-qualified transactions. The company also charges a monthly fee of $49.95, which includes all of its e-commerce features. Equipment leases through PaySimple are done through a third party and are non-cancellable for 48 months, even if the merchant account has been terminated.
According to an agent of the company, PaySimple offers month-to-month service with no cancellation fee and does not charge an annual PCI Compliance fee. Month-to-month subscriptions of the service are priced at either $49.95 for the company’s “Complete Commerce Solution” plan or $99.95 for its “Omni-Channel Commerce Platform”. However, we found evidence in a copy of the company’s contract (available below) that there may, in fact, be a three-year agreement with a variable cancellation fee. We have included the company’s contract terms for review. We also encourage business owners to check out our list of the providers of the best merchant accounts.
Virtual Terminal and Payment Gateway Pricing
In addition to its storefront payment processing services, PaySimple also dedicates a portion of its website to advertising its virtual terminal and payment gateway services. However, pricing is not disclosed on either of those services. Additional rates and fees, including gateway fees, technical support fees, batch fees, and additional transaction rates typically apply to these e-commerce services.
Few Contract Complaints
PaySimple has received a low number of complaints about its pricing, which is to be expected for a company with rates and fees around the industry norm. We do not consider the company’s pricing to be competitive with the cheapest merchant accounts at this time. See the standard PaySimple NPC contract and the standard PaySimple NAB contract for definitive details about pricing and fees.
PaySimple Employee Reviews & Sales Tacitcs
Should You Work For Them?
|Uses Independent Resellers||Yes|
|Discloses All Important Terms||No|
Incomplete Rate Quotes
The only strike against PaySimple in this category is the way that the company quotes processing rates on its website. As of this review, the website states that the transaction fee for VISA, MasterCard, and Discover is “as low as 2.49% + $0.29” per transaction. This is a misleading rate quote because it only states the Qualified rate and fails to disclose the Mid-Qualified and Non-Qualified downgrade fees that the company charges. In some cases, these downgrade fees can add as much as 2% to the transaction fee and often affect more than 50% of a business’ transactions. Therefore, quoting the Qualified rate without quoting the Mid- and Non-Qualified rates is considered a form of deceptive marketing, according to our criteria. This does not compare favorably to our list of best credit card processors.
Some Sales Complaints
Other than the rate quoting issue, we found no other uses of misleading or deceptive marketing tactics. However, a handful of clients have publicly reported that their overall costs are much higher than what was represented to them during signup. If you have had a similar experience, you can eliminate hidden fees with a third-party statement audit.
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