Help and support | Atoa Help Centre

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

What is Yapily?

Yapily is a leading Open Banking infrastructure provider that allows businesses to connect with their customers to thousands of banks across the UK and Europe, allowing them to initiate payments. Atoa uses this service to provide business owners with the power to accept payments directly from their customer's bank accounts, known as Account-to-Account (A2A) payments. How Atoa uses Yapily Atoa uses Yapily's A2A payments API to let customers pay you directly from their bank account without carrying a card or sharing bank details. What is Yapily's role in Atoa payments? When you want to accept a payment from your customers using Atoa, Yapily helps complete the process. Here's how: 1. The business accepts the payment: They show the customer a QR code to scan or a link to follow to make a payment. 2. The customer confirms the payment: Yapily sends a payment request to the customer. They're redirected to their bank's app or website to confirm their identity and make a payment. 3. The payment happens: Yapily tells the customer's bank to send the money directly to the business bank account once confirmed. 4. Everyone gets a notification: Yapily lets Atoa know the payment went through, which is shared with the business owner and customer. Is Yapily safe? Yapily is authorised by the Financial Conduct Authority (FCA) in the UK. This means Yapily must follow strict security and data protection standards to protect businesses and their customers. The small print ©2024 Atoa Payments Limited. All rights reserved. Atoa is powered by Atoa Payments Limited and Yapily Connect Limited. Yapily Connect Limited is authorised by the UK Financial Conduct Authority under the Payment Services Regulations 2017 as an Authorised Payment Institution to provide account information and payment initiation services (License #827001). All logos and trademarks are the property of their respective owners. Please visit www.paywithatoa.co.uk for terms and privacy policy.

Last updated on Oct 01, 2024