> ## Documentation Index
> Fetch the complete documentation index at: https://docs.paymentoptions.com/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQs & Troubleshooting

> Frequently asked questions and troubleshooting guide for merchants using the Gateway.

Welcome to the **FAQs & Troubleshooting** section. Here, you’ll find answers to commonly asked questions, along with solutions for common issues you might encounter while using the Gateway. This section is designed to help you get the most out of our products and resolve issues quickly.

## **Frequently Asked Questions**

<Accordion title="Getting Started">
  <Accordion title="How do I create a Merchant Account?">
    Visit our [Create an Account](/documentation/createaccount) page for step-by-step instructions on setting up your merchant account.
  </Accordion>

  <Accordion title="What documents are needed to onboard as a merchant?">
    For a full list of required documents, see our [Onboarding Checklist](/documentation/checklist).
  </Accordion>

  <Accordion title="How do I add products to my account?">
    Once your account is set up, navigate to the **Products** tab and select the products you want to enable. Each product guide provides further details.
  </Accordion>

  <Accordion title="What is MID?">
    A Payment MID (Merchant Identification Number) is a unique identifier assigned to a business by Payment Options. This number is used to track and authenticate transactions made by the merchant, ensuring that payments are processed and settled to the correct business account.
  </Accordion>

  <Accordion title="What is acquirer?">
    An acquirer (also called an acquiring bank, acquiring financial institution, or merchant bank) is a financial institution or payment processor that partners with merchants to enable them to accept credit card, debit card, and other electronic payments. The acquirer provides the merchant with a merchant account and facilitates the authorization, processing, and settlement of transactions between the merchant and the customer's bank (the issuer).
  </Accordion>

  <Accordion title="What is merchant?">
    Customers that will use Payment Options as their payment gateway are merchants.
  </Accordion>

  <Accordion title="What is partner (reseller)?">
    Customers that onboard other merchants onto the Payment Options gateway services are partners.
  </Accordion>

  <Accordion title="What is API?">
    An API (Application Programming Interface) is a set of rules, protocols, and tools that allows different software applications to communicate and interact with each other. It defines the methods and data formats that applications can use to request and exchange information. For more information, [Click here](https://en.wikipedia.org/wiki/API).
  </Accordion>

  <Accordion title="What is an issuer?">
    An issuer is a bank or financial institution that provides credit cards, debit cards, or other payment cards to consumers (cardholders). The issuer is responsible for approving the cardholder's application, managing their account, and making sure the funds are available for purchases or withdrawals.
  </Accordion>

  <Accordion title="What is Dasgateway?">
    Dasgateway is the name of our payment gateway platform. To access Dasgateway, please log in to your merchant or partner account [here](https://me.paymentoptions.com/login).
  </Accordion>

  <Accordion title="What is a payment gateway?">
    A payment gateway is a service that authorizes and processes payments for online and in-store transactions. It securely transfers payment information between the customer, merchant, and bank.
  </Accordion>

  <Accordion title="How does the payment gateway work?">
    The payment gateway encrypts sensitive payment information, verifies transaction details, and communicates with the bank to authorize the payment. It then returns the status of the transaction (approved/declined).
  </Accordion>

  <Accordion title="What types of payments can I accept using your gateway?">
    Our payment gateway supports various payment methods, including credit/debit cards, digital wallets, and alternative payment methods like Google Pay, Apple Pay, and PayPay. For more information, please refer to the [payment methods](/documentation/paymentmethods/cardschemes) segment.
  </Accordion>

  <Accordion title="Is the payment process secure?">
    Yes, our payment gateway uses industry-standard security protocols such as SSL encryption, tokenization, and PCI-DSS compliance to ensure that your transactions are safe and secure.
  </Accordion>

  <Accordion title="How can I integrate the payment gateway into my website?">
    You can integrate our payment gateway using our API or pre-built plugins for popular platforms such as WooCommerce, OpenCart, and Magento. We provide detailed documentation and developer support for the integration process in our [guide](/support/merchantguide) section.
  </Accordion>

  <Accordion title="Are there any setup fees for using the payment gateway?">
    The setup fees may vary depending on the plan you choose. Please refer to our [pricing page](https://www.paymentoptions.com/ja/pricing/) for detailed information about our fee structure and subscription plans.
  </Accordion>

  <Accordion title="How long does it take for a payment to be processed?">
    Most transactions are processed in real-time, meaning payments are authorized and confirmed instantly.
  </Accordion>

  <Accordion title="What happens if a payment fails?">
    If a payment fails, the payment gateway will notify both the customer and the merchant. The customer can attempt to re-enter payment details or use a different payment method.
  </Accordion>

  <Accordion title="Do you support recurring payments or subscriptions?">
    Yes, our payment gateway supports recurring billing and subscription payments. You can set up automated payments for your customers based on your subscription model. For more information, please refer to the [Subscription](/api-reference/en/subscription/create-subscription) page.
  </Accordion>

  <Accordion title="Can I process international payments?">
    Yes, depending on your needs, our payment gateway supports international payments. It allows you to accept payments in multiple currencies and from different countries. Please [contact support](/support/contact) for more information on the availability of multiple currencies on your account.
  </Accordion>

  <Accordion title="What fees are associated with using the payment gateway?">
    We charge transaction fees, which vary depending on the volume of payments processed and the payment methods used. Please refer to our [pricing page](https://www.paymentoptions.com/ja/pricing/) for a breakdown of fees.
  </Accordion>

  <Accordion title="How can I view my transaction history?">
    You can access your transaction history through the merchant dashboard, where you can see details of all successful, pending, and failed transactions.
  </Accordion>

  <Accordion title="What support do you offer if I have issues with a payment?">
    Our [support](/support/contact) team is available via email, and phone. We also have a comprehensive help center with troubleshooting guides, FAQs, and tutorials.
  </Accordion>

  <Accordion title="Is it possible to issue refunds through the payment gateway?">
    Yes, our payment gateway allows you to issue refunds directly from the merchant dashboard for both full and partial refunds.
  </Accordion>

  <Accordion title="How do I know if my customer’s payment is secure?">
    We use advanced fraud protection tools and 3D Secure authentication to help prevent unauthorized transactions. You will also receive alerts in case of any suspicious activity.
  </Accordion>

  <Accordion title="Can I customize the payment form for my website?">
    Yes, you can customize the look and feel of the payment form to match your brand’s identity using our API.
  </Accordion>

  <Accordion title="What is PCI compliance, and do I need to worry about it?">
    PCI (Payment Card Industry) compliance is a set of security standards to ensure the secure handling of cardholder data. Our payment gateway is PCI-DSS compliant, so you don’t need to worry about it, but we recommend that you follow best practices for your business as well.
  </Accordion>

  <Accordion title="Can I accept payments through mobile apps?">
    Yes, our payment gateway is fully compatible with mobile apps, however we do not provide SDKs for development.
  </Accordion>

  <Accordion title="How do I update my payment settings or account information?">
    You can update your payment settings, bank details, and account information by contacting our [support](/support/contact) team.
  </Accordion>

  <Accordion title="Do you offer multi-user access to the merchant dashboard?">
    Yes, we do have a sub user feature, please contact the [support](/support/contact) team to set up your new sub user.
  </Accordion>

  <Accordion title="Can I test the payment gateway before going live?">
    Yes, please contact the [support](/support/contact) team as we offer a sandbox or test environment where you can simulate payments and ensure that everything works correctly before you start processing live transactions.
  </Accordion>
</Accordion>

<Accordion title="Payment Processing">
  <Accordion title="What payment methods does the Gateway support?">
    Our Gateway supports multiple payment methods, including credit cards, e-wallets, QR codes, and more. Check the [Supported Card Schemes](/documentation/paymentmethods/cardschemes) and [E-Wallets](/documentation/paymentmethods/ewallets) sections for details.
  </Accordion>

  <Accordion title="How do I enable 3D Secure (3DS) transactions?">
    3D Secure is enabled at the product level. Visit the **Secure Payment** section to understand how to configure 3DS for enhanced transaction security.
  </Accordion>

  <Accordion title="Can I process multi-currency payments?">
    Yes, our Gateway supports multiple currencies. For a list of supported currencies, refer to the [Currency Guide](/documentation/paymentmethods/currency).
  </Accordion>

  <Accordion title="What is chargeback?">
    A chargeback is a process in which a credit card or debit card transaction is reversed by the cardholder's bank (the issuer) after a customer disputes a charge. Essentially, a chargeback allows the customer to get their money back if they believe a transaction was fraudulent, erroneous, or otherwise problematic.
  </Accordion>

  <Accordion title="What is refund?">
    A refund is the return of money to a customer after they have paid for goods or services, typically because the customer is dissatisfied with the purchase or because there was an issue with the product or service. A refund is a voluntary action by the merchant (or seller), unlike a chargeback, which is initiated by the customer through their bank.
  </Accordion>
</Accordion>

<Accordion title="Technical Integration">
  <Accordion title="How do I generate an HPP (Hosted Payment Page) link?">
    You can generate HPP links directly from the HPP product dashboard. For details, see the [HPP Guide](/api-reference/en/hpp/generate-link).
  </Accordion>

  <Accordion title="What are the authentication requirements for API calls?">
    Our API uses HTTP Basic Authentication with an API key in the `Authorization` header. Refer to the [API Authentication](/api-reference/en/authentication) page for details.
  </Accordion>

  <Accordion title="Where can I download e-commerce plugins?">
    Plugins for platforms like WooCommerce, Magento, and OpenCart are available on our [Website Plugins](/support/plugins-woocommerce) page.
  </Accordion>

  <Accordion title="What currencies does the API support?">
    The API supports JPY, PHP, USD. Please refer to the [Currencies](/documentation/paymentmethods/currency) section in the documentation for a complete list.
  </Accordion>

  <Accordion title="Where can I find updates or changes to the API?">
    Please refer to the [changelog](/logs/apiupdate).
  </Accordion>

  <Accordion title=" Does the API support webhooks?">
    Yes, please refer to the [webhook handler](/api-reference/en/webhook-handler) page.
  </Accordion>
</Accordion>

<Accordion title="Gateway">
  <Accordion title="When will the statement come out?">
    Weekly Statements: Weekly statements cover the period from Monday to Sunday and are released on the following Monday of the next week.

    Monthly Statements: Monthly statements cover the period from the 1st to the end of the month and are released on the second Monday of the following month. Note: If the scheduled Monday falls on a holiday, statements will be released on the next business day.
  </Accordion>

  <Accordion title="Can I see transactions in real time?">
    Yes, you may see it in real time on your [Dasgateway](https://me.paymentoptions.com/login) page.
  </Accordion>

  <Accordion title="How do I add extra columns in the gateway?">
    On the Transaction page, press the "Additional column" button on the top left and select the fields you wish to be added.
  </Accordion>

  <Accordion title="How do I terminate my account?">
    Please reach out to your sales representitive, or if you have any additional questions or concerns, please contact our [customer support team](/support/contact). We are happy to assist you with the account termination process.

    Please note: Once your account is terminated, all data associated with it may be permanently deleted, and you will no longer have access to any services associated with your account.
  </Accordion>
</Accordion>

<Accordion title="Developer Tools and Resources">
  <Accordion title="Where can I find sample code for integration?">
    Please refer to: [Generate HPP](/api-reference/en/hpp/generate-link)
  </Accordion>
</Accordion>

***

## **Troubleshooting Guide**

This section addresses common issues users encounter. If you’re experiencing a specific problem, review the solutions below.

<Accordion title="Account Issues">
  <Accordion title="I forgot my password. How can I reset it?">
    Go to the login page and click **Forgot Password**. Follow the instructions to reset your password via email.
  </Accordion>

  <Accordion title="Why am I receiving a 'Login Failed' error?">
    Double-check your username and password. Ensure you’re using the correct credentials associated with your account. If the issue persists, contact support.
  </Accordion>
</Accordion>

<Accordion title="Payment Errors">
  <Accordion title="What does the 'Insufficient Funds' error mean?">
    This error occurs when the cardholder's account has insufficient funds. Ask the customer to try another card or contact their bank.
  </Accordion>

  <Accordion title="How can I resolve a '3DS Authentication Failed' error?">
    Ensure the customer has completed the 3D Secure authentication step. For more on 3DS, see the [Secure Payment](/documentation/paymentmethods/securepayment) page.
  </Accordion>

  <Accordion title="Transaction was declined without a clear reason. What should I do?">
    Review the [Response Codes](/api-reference/en/error-and-reponse/responsecodes) page for information on decline codes. Contact support if the issue is unresolved.
  </Accordion>
</Accordion>

<Accordion title="Technical Issues">
  <Accordion title="API request is returning a 401 Unauthorized error. What does this mean?">
    This error indicates incorrect API credentials. Verify the `Authorization` header in your request and ensure your API key is correctly formatted.
  </Accordion>

  <Accordion title="My plugin installation failed. How can I fix this?">
    Ensure you’re using the correct plugin version for your e-commerce platform. Follow the instructions in the relevant [Installation Guide](/support/plugins-woocommerce).
  </Accordion>

  <Accordion title="Webhook events aren’t being received. What should I check?">
    Make sure the webhook URL is publicly accessible and registered correctly in the API payload. Refer to [Webhook Handler Setup](/api-reference/en/webhook-handler) for configuration steps.
  </Accordion>
</Accordion>

***

## **Need More Help?**

<Card title="Contact Support" icon="life-ring" href="/support/contact">
  If you need further assistance, please [reach out to our support team](/support/contact). Our team is here to help you troubleshoot and resolve any issues you may be experiencing.
</Card>