Help and support

Your questions, answered.

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• 10 articles

My Atoa Business account application was declined

Our UK-based security team carefully reviews each application to protect existing businesses and customers. We understand that being declined for an account can be disappointing. At Atoa, we take the security of our platform and the protection of our existing businesses and customers very seriously. Our UK-based security team carefully reviews each application to check it meets our high standards. Unfortunately, this thorough process sometimes means that we decline some businesses. We can't share specific details about how we make this decision as it involves confidential security measures. Our compliance team looks closely at every application, including the details and documents you provide. We also use information from credit reference agencies, anti-fraud services, and other online sources when required. We appreciate your understanding.

Last updated on Sep 20, 2024

I paid for something I didn't receive, can I get a refund?

Each Atoa payment is a direct bank transfer from the Customer to the Merchant. Atoa is not liable for transactions on its platform, does not handle funds and is not able to provide refunds. Atoa is a software platform, used by Merchants to facilitate payments via "instant bank transfer", directly from Customer to Merchant. Atoa operates on the UK Faster Payments (Bank Transfer) system and once a bank transfer is sent, it can't be reversed unless the merchant performs a refund from their side. Please see our FAQs for more details. We advise customers against paying merchants they don’t know and trust, especially when not paying in person. We also advise clients against paying merchants for purchases via Third Party Marketplaces such as Facebook Marketplace or Gumtree, such transactions are against our Terms of Service and there is a risk you may not receive the product or service you paid for. Each customer must tick the “I trust this merchant” tick box and accept our Terms of Service before being able to make a payment. We advise customers to never pay a merchant they don't know and trust. If you believe that a business has breached our Terms of Service, email us at hello@paywithatoa.co.uk with the full details of your issue. Please note that we can't always resolve disagreements between you and a business.

Last updated on Mar 25, 2025

How to close your Atoa account

Atoa respects your privacy, so we make it easy for you to close your account and delete your data. Steps to delete your account Please send our Support Team an email at hello@paywithatoa.co.uk with the subject line "Account Deletion Request". We'll need you to provide the following details: - Whether you're an Atoa Business or Atoa Pay user - Your name - Phone number - Business name (if applicable) Our UK-Based Care Team will aim to get back to you within one business day (excluding UK Public Holidays). Please note that we may be required to retain some transactional data for Anti-Money Laundering (AML) purposes. Why are you leaving Atoa? Finally, we'd love to know why you are deleting your account. This will help us to improve our service and hopefully work with your business again in the future.

Last updated on Sep 20, 2024

Can I follow Atoa on social media for updates?

Yes! You can follow Atoa Payments on a variety of different platforms to keep up to date with our latest features and developments: Youtube- https://www.youtube.com/@paywithatoa Instagram- https://www.instagram.com/paywithatoa/ LinkedIn- https://www.linkedin.com/company/paywithatoa/mycompany/ X (formerly known as Twitter)- https://x.com/PayWithAtoa Facebook- https://www.facebook.com/PayWithAtoa

Last updated on Sep 04, 2024

What happens if there is a dispute with my transaction?

Talk to the business or customer first If there is any dispute regarding a transaction reach out to the business. Contact your bank If you are unable to resolve your dispute with the business, we would recommend you get in touch with your bank to see if they are able to assist you. Drop us a line If you believe that a business has breached our Terms of Service, email us at hello@paywithatoa.co.uk with the full details of your issue. Please note that we can't always resolve disagreements between you and a business.

Last updated on Mar 21, 2025

Is there a discounted rate for charities?

Atoa values the incredible work that charities do. That's why we offer a reduced transaction rate of 0.2% + VAT for all UK-registered charities. If you use our accountancy integrations to accept payments, there's a fee of 0.2% + 10p + VAT for each payment. How do I register my business as a charity on Atoa? During registration, we'll ask for your UK charity number. Later, when you're verifying your business, we'll need to see some proof that you're a registered charity.

Last updated on Oct 29, 2024

My business is seasonal, will my account be closed due to inactivity?

Here at Atoa, we understand that every business is different and may have different needs. Therefore, we will not delete an account due to inactivity. You may receive correspondence from a member of our team as a courtesy, to understand the businesses situation and if they are in need of support. You may be charged a monthly nominal fee of 30p by our billing provider, Stripe, in order to maintain your Direct Debit mandate. This fee in its entirety goes to Stripe.

Last updated on Sep 20, 2024

Can I accept international payments with Atoa?

Not currently. As Atoa utilises the UK Faster Payment Service, only payments made via a supported UK Bank Account can be accepted. International Banks are subject to regulations different from those of UK bank accounts, and there is no infrastructure or mandate to allow these banks to process payments using FPS currently. Therefore, we are only able to accept payments from banks in the UK at this moment in time.

Last updated on Sep 05, 2024

Paying in-store with Atoa

If you're a customer who’s paying a business using Atoa, this section is for you. Here are answers to common questions about how it works and what to do if something goes wrong. What is Atoa and how does it work? Atoa lets you pay a business directly from your bank app. No cards, no cash, no faff. Just scan a QR code or click on a SMS link, approve the payment in your bank app or internet banking, and you’re done. It’s fast, secure, and the business gets paid instantly. How do I pay in-store using Atoa? 1. Scan the QR code using your phone camera or click on the SMS link from the business. 2. You'll be shown the business name and amount due. 3. Choose your bank from the list provided. 4. You’ll be taken to your bank app or Internet Banking. 5. Approve the payment securely using Face ID or Fingerprint Scan. Once done, you'll return to the business's confirmation screen. No app downloads or card details needed. Take a look at this video if you’re still unsure. Is Atoa secure? Yes, very. Atoa uses open banking technology, meaning you never share card details and your account details are never shared or exposed either. You approve the payment securely within your bank app using Face ID, fingerprint, or a passcode. Atoa is also ISO 27001 certified, which means we follow globally recognised security standards. I paid for something I didn’t receive. Can I get a refund? Start by speaking to the business directly. If they agree to refund you, they can initiate the refund straight to your bank account. What happens if there’s a dispute with my transaction? If you can’t resolve the issue with the business, you can raise a complaint with your bank, just like any other payment. Atoa payments are processed securely between your bank and the business’s bank, no middlemen involved. Can I cancel a payment? Atoa payments are instant and final, so once you’ve approved it in your banking app, it can’t be cancelled. If you’ve made a mistake or paid the wrong amount, please speak to the business and ask them to issue a refund. Do I need to download the Atoa app to pay? Not at all! You don’t need to download anything. Atoa works through your bank’s app or Internet Banking. Just scan the QR code and follow the steps. Will I be charged a fee for using Atoa? No, there’s no charge for customers to use Atoa. It’s completely free. Only businesses pay a small fee, you don’t. How will I know my payment went through? Once you approve the payment in your banking app, you'll be redirected to a confirmation screen. You’ll also see the transaction in your bank statement. What if my phone loses signal during payment? If you lose connection before approving the payment, you may need to start the process again. Your payment will only go through once it’s been approved in your bank app. Can I use Atoa if I don’t have mobile banking? You’ll need access to mobile or online banking to complete a payment. If you don’t, you won’t be able to use Atoa. In that case, ask the business for an alternative way to pay. What should I do if the QR code isn’t scanning? Make sure your camera lens is clean and you're standing close enough. If the code still doesn't scan, the business can share a payment link with you instead, just ask them.

Last updated on Apr 29, 2025

What is a card chargeback and how does it work?

What is a chargeback? A chargeback happens when a customer asks their bank to refund a payment made by debit or credit card because they believe the transaction was unauthorised, fraudulent, or that the goods or services weren’t as described. For example, a customer may: - Pay a deposit to a clinic but not show up for the appointment. - Receive an incorrect or damaged product through an online order. - Claim that an item never arrived. In these cases, the customer might contact their bank to dispute the charge. Who handles chargebacks? Chargebacks are processed by the customer’s bank or card issuer. They collect evidence from the customer’s and business’s sides, and make the final decision. Please note: Atoa is not involved in the chargeback decision process. Our role is limited to notifying merchants about the claim and collecting supporting documents so that the issuer bank or card network can review them. How does the chargeback process work? 1. The customer contacts their bank to raise a chargeback claim. 2. The merchant/business receives an automated email from Atoa about the claim. 3. The merchant/business replies to that email with any documents or proof to support their case (such as receipts, communication records, delivery proof, etc.). 4. Atoa submits these documents for review. 5. The customer’s bank then reviews all the evidence and decides whether the claim is valid. 6. The merchant/business is notified by email as the status changes (e.g. approved, declined, or sent for arbitration). How long does the process take? The full chargeback process can take up to 8 weeks, depending on how quickly the customer’s bank reviews the claim. Customers generally have up to 120 days from the date of the transaction to raise a chargeback. What happens if the merchant loses the chargeback? If the bank rules in favour of the customer: - The payment amount remains with the customer. - The merchant pays a chargeback fee, which will appear on their bill. What happens if the merchant wins the chargeback? If the bank rules in favour of the merchant: - The held funds are released back to the merchant. - The chargeback fee still applies. - The customer can still appeal the decision (this appeal stage is known as arbitration). If this happens, additional costs may apply to the merchant. Can a customer contact Atoa to start a chargeback? No. Customers must contact their own bank to initiate a chargeback. This is the standard global process. Atoa cannot open or manage chargeback claims directly for customers.

Last updated on Nov 07, 2025