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Every page in PaymentsHQ includes a blue question mark icon labeled "Help" at the bottom right-hand corner. Clicking this icon will open the Help Article related to the page you're currently on, giving you instant, relevant guidance without navigating away.

Tracking your Requests

Your Requests are organized into three reporting groups:

• Outstanding: Requests that have been sent but have yet to be completed by the Recipient. These include requests with a status of Expired and Security. 
• Paid: Requests that have been successfully completed. They are automatically moved over to the Paid group.
  
• Cancelled: Requests that have been cancelled by you. You must manually select the Cancel button to move a request from Outstanding to Cancelled.

Status

Each Request can have a different status:

	Signifies that this request is a Refund Request
	A request that has expired. You will need to either Cancel the request or select Modify & Resend in order to change the Expiry Date and have a new link sent to the Recipient.
	A status applicable only to Refund Requests, and it occurs when the Recipient has entered the wrong Security Answer three times. You will need to either Cancel the request or select Modify & Resend in order to reset the request.

Required Fields

The following fields must be completed for each Request:

Name of Recipient: This is the name of the person to whom you are sending the Payment Request. This does not have to match the name on the credit card.

Email Address:  This is the email address for the Recipient to whom the Payment Request will be sent.

Amount:  The amount of the Payment that the Recipient's credit card will be charged. 

Expiry Date: This is the date that the Request will expire at 11:59pm EST. For example, if the expiry date is October 16th, the Request can accept a payment up until 11:59pm EST on October 16th. Payment Requests can be active between 1 and 45 days.

Previewing the Payment Page

Before sending the request, you will be able to view the payment page by selecting "Preview."

Below is an example of the Payment Page when sending a Payment Request:

Required Fields

The following fields must be completed for each Request:

Name of Recipient: This is the name of the person to whom you are sending the Refund Request. This does not have to match the name on the credit card.

Email Address:  This is the email address for the Recipient where the Refund Request will be sent.

Refund Amount:  The amount that will be refunded to the Recipient's credit card.

Expiry Date: This is the date that the Request will expire at 11:59pm EST. For example, if the expiry date is October 16th, the Request can accept a payment up until 11:59pm EST on October 16th. Refund Requests can be active between 1 and 7 days. 

Secret Answer:  A secret answer (i.e., a word, phrase, or password) decided by you that the Recipient will have to provide in order to claim the refund. This provides an added layer of security. The Recipient has 3 chances to correctly input the Secret Answer otherwise, the Request is put in Security status, requiring you to reactivate it.

Secret Hint: A hint or clue provided by you to assist the Recipient in providing the correct Secret Answer. It cannot contain any word from the Secret Answer.

Selecting a Date Range

Use this section to define the transaction period you want to view. You can either:

• Manually enter a Start and End date
• Click one of the quick filters:
  • Last 7 Days
  • Last 30 Days
  • Last Month
  • This Year

Filtering by Card Type

Select one or more card types to include in your search results. The following options are available:

• Visa
• MasterCard
• American Express
• Debit / Interac
• Other Cards - includes card types outside of the major brands

Filtering by Transaction Type

Check the boxes for the types of transactions you'd like to see in your results:

• Sales
• Returns
• Voids
• Declines

You can further refine these results using the Advanced Options dropdown.

Advanced Options

This section lets you filter by more specific transaction types. You can select one or more of the following:

• Purchase
• Sale
• Pre-Auth Completion
• Void Purchase
• Void Return
• Force Post
• Pre-Auth
• Pre-Auth Force
• Auth Only
• Settlements / Deposits
• Balance Requests

These are particularly helpful when you're looking for a specific action in the transaction lifecycle (e.g., a Pre-Authorization that was never completed).

Transaction Source

You can now filter transactions by their source to quickly narrow down activity based on how the transaction was initiated. This is particularly helpful if you're using multiple payment tools like Payment Requests or PayMe.

The following options are available from the dropdown:

• All Transactions - View every transaction regardless of how it was submitted.
• Payment/Refund Requests Only - Only displays transactions submitted via Payment Requests or Refund Requests.
• PayMe Transactions Only - Filters to show only payments collected using your PayMe links.
• Manual Transactions Only - Includes transactions processed via the Virtual/Remote Terminal.

If you don’t have these tools enabled, you may not see all of these options in your dropdown menu.

Sort Options

Choose how to sort your search results using the dropdown menu:

• Newest transactions first
• Oldest transactions first

Additional Notes

• The Show Refunds button at the top is a quick shortcut to filter the list by refund activity only.
• To narrow down transactions processed through specific payment tools like Payment Requests or PayMe, you can use the Search feature (return to the Main Menu). Simply enter the Reference Number with a % prefix to identify transactions from the following tools:
  • %PR - Payment Requests
  • %PM - PayMes
  • %MTR - Manual Transactions
  • %ER - Refund Requests

Transaction Types

Advanced Search

Use this section when you have specific transaction details. You can combine multiple fields to narrow down the results.

• Card Number: Enter the last 4 digits of the card used
• Amount: Enter the transaction amount (e.g., 100.00).
• Reference Number: Use the full reference number if you have it -- or search using one of the following prefixes to locate transactions processed through specific tools:
  • %PR - for Payment Requests
  • %ER - for Refund Requests
  • %PM - for PayMes
  • %MTR - for Manual Transactions
• Invoice: Search by the invoice number linked to the transaction.
• Auth Code: Enter the 6-digit authorization code, if known.

Tip: The more fields you use together, the more precise your search results will be.

Note: You can only filter by PayMe if you have PayMe enabled.

Search by Customer or Description

If you're not sure about the exact transaction details, you can search using customer information instead. Only one of these fields can be used at a time -- and these searches will override anything entered in the Advanced Search above.

Options include:

• Customer Name: Type any part of the customer's name.
• Email Address: Enter any part of the customer's email.
• Description: Search by any word or phrase included in the transaction description.

Things to Keep in Mind

• You can either use Advanced Search or Customer/Description Search - not both at once.
• When unsure of the exact value, partial entries work for name, email, or description fields.
• Use the % prefix in the Reference Number field to filter by transaction type across tools.
• You can only filter by PayMe if you have PayMe enabled.

Transaction Types

Batches

Every night at 12:00am EST, all transactions your organization processed that day are grouped together and finalized into "batch".

Think of a batch as a daily summary of payments. If no transactions occurred that day, there won't be a batch created.

Note: Each batch is dated based on the settlement time - not the transaction time. For example, the batch dated April 5th includes payments made on April 4th.

You can view the total amount for a batch in the Response column. To see a breakdown of each individual transaction within a batch, click Detail.

The Account Information page is where you review your organization's details and request changes to them - your business information, authorized signer, banking, what your cardholders see, and requests for new users or payment terminals.

The page is organized into cards. Each card has its own button - Edit for details already on your account, or a Request button for something you want added - and each one is submitted separately.

Nothing on this page changes instantly. Every edit creates a request that our support team reviews and applies. The one exception is your cardholder language setting, which takes effect right away.

How Changes Work

Anyone with a PaymentsHQ login at your organization can start a change. You do not have to be the authorized signer to fill in a request.

Most changes need your authorized signer to sign off. When a request requires a signature, your authorized signer receives an email with a document to sign. They do not need a PaymentsHQ login - the link in the email is enough. Once they sign, our support team verifies and applies the change.

The one exception is a change of authorized signer itself: that document goes to the incoming signer, who signs to accept the role.

Here is what each request needs:

Even if you are the authorized signer and already signed in, a request that needs a signature is still emailed to you to sign. The signature has to be a separate, deliberate step.

Your account needs a valid authorized signer email on file before any request can be submitted. If you see a message asking you to contact support, get in touch with us and we'll get that sorted first.

Organization Details

This card holds your organization's name, address, phone number, email address, and main contact person.

1. Select "Edit" on the Organization Details card.
2. Update the fields you need to change.
3. Select "Submit Changes".

This is one of the few changes that does not need a signature. Once you submit, you will see a green banner confirming the request, and the change is typically applied within 1 business day. You will receive an email at your organization's email address once it has been applied.

The email address on this card is your organization's main contact email - it is where account notices are sent. It is not the same as a PaymentsHQ login.

Authorized Signer

Your authorized signer is the person on file who is authorized to approve changes on behalf of your organization. This card shows their full name, email address, telephone number, and date of birth. The date of birth is masked for security.

1. Select "Edit" on the Authorized Signer card.
2. Enter the details of the person taking over the role, including their date of birth.
3. Select "Send for Signature".

The request is emailed to the person taking on the role, at the address you enter on the form. They sign to accept the appointment as Authorized Signer and Responsible Party, and to take on full responsibility under your agreement. Your outgoing signer does not need to sign anything.

Why we ask for a date of birth: it is used to confirm the signer is a real, existing person. No credit check is run, and the information is protected. The new signer must be 18 or older.

Once the new signer has signed, a confirmation email goes to three places: the incoming signer, the outgoing signer, and your organization's main email address. Everyone with a reason to know is told the role has changed hands.

If your previous authorized signer has already left the organization, that's fine - you can still make this change yourself. The signature comes from the incoming signer, not the person leaving.

Deposit & Billing Account

This is the bank account your deposits are sent to and your fees are withdrawn from. For security, only the last few digits of the account number are shown.

1. Select "Edit" on the Deposit & Billing Account card.
2. Select "Choose File" and upload a void cheque, Direct Deposit form, or other bank account confirmation.
3. Select "Send for Signature".

What your document needs to show: your organization's name, either embossed or digitally printed on the confirmation, along with the account numbers. A photo is acceptable as long as it is legible.

Your authorized signer can preview the document you uploaded before signing, and can replace it with a different file if something is wrong or out of date. Whichever document is attached when they sign is the one we process. By signing, they also authorize SportsPay to initiate debits and credits to the account under the Pre-Authorized Debit Agreement / ACH Authorization.

Deposits and fee withdrawals continue to go to your current account until the change has been processed. Nothing moves the moment you submit.

Cardholder Experience

This card controls what your customers see when they pay you.

Cardholder Language sets the language used for everything your customers see - receipts, payment pages, PayMe links, and payment request emails. Select English or French to switch. This is the one setting on the page that takes effect immediately; there is no request and no signature.

Organization Logo appears on your payment pages, receipts, payment request emails, and PayMe links. Select "Click here" or drag and drop your file into the upload box.

• Accepted formats: JPG, PNG, or SVG
• Maximum file size: 2 MB

Logos are reviewed before they go live, usually within 24-48 hours. The status beside your logo tells you where it stands:

To replace or remove a logo, select "Remove file" beneath the current image and upload a new one. The replacement goes through review the same way.

Requests

The Requests card is where you ask for things that are not already on your account. Each request opens a short form, and once submitted it is sent to your authorized signer for approval before processing.

Not every request is available to every organization. What you see on this card depends on where your organization is located and how your account is set up. If a request you were expecting isn't on your Account Information page, it isn't available on your account. Contact our support team and we'll let you know what your options are.

CustomerPay Opt-In

CustomerPay lets you pass processing fees to your customers at checkout instead of absorbing them. Select "How CustomerPay Works?" for the details, or "Request CustomerPay" and then "Request" to confirm.

Your organization receives an email with the Customer Pay Addendum to sign. The addendum sets out how the fee works. A few points worth knowing before you sign:

• The fee is paid by the cardholder at checkout and applies consistently to all online transactions.
• It does not apply to manual transactions - card details typed into PaymentsHQ, or a one-time payment using a saved card. You pay standard fees on those. If you also have a payment terminal, terminal transactions are billed as manual transactions.
• The fee is not refunded when a transaction is refunded.
• You handle customer questions, disputes, and complaints about the fee.
• Opting back out later requires a fee amendment.

SportsPay Agreement

Select "View" to open your SportsPay agreement on screen, or use the Download button to save a copy.

Users

Select "Request User" to add a new person to your account. Enter their full name and email address, then select "Send for Signature".

Their login invitation is sent to the email address you enter on this form, so double-check it before submitting. Allow up to 2 business days after signing for the user to be set up.

An authorized user can view reporting, process transactions, and start account change requests. Certain changes - the settlement bank account, pricing model, billing account, and adding another user - still require your authorized signer to sign off. Let us know promptly when someone should no longer have access.

Payment Terminals

Select "Terminal models and pricing" to see what's available and what it costs. To place an order, select "Request Terminal", complete the Terminal Order Form with the number of terminals and your shipping details, then select "Send for Signature".

• Attention - who should receive the shipment
• Shipping address - street address, unit or suite (optional), city, province, and postal code
• Shipping Phone
• Tracking Email - shipping updates and tracking are sent here

The minimum order is one terminal. The monthly rental rate, return and replacement terms, and the card types supported are set out in full on the order form your authorized signer reviews and signs - it is worth reading before signing, since terminals are rented rather than purchased. You will be notified when the terminal ships; allow up to 3 business days after signing.

After You Submit a Request

A green banner appears at the top of the page confirming what happened. The wording depends on the type of request.

For organization details, which do not need a signature:

For everything else, which is sent to your authorized signer:

The "Update pending" badge

Once you submit a request, that card locks. The Edit button is replaced by an Update pending badge so you can see we have it and cannot send a second request on top of it. The badge clears and the Edit button returns once we have processed the change.

Only the card you submitted locks. If you have a banking change in progress, you can still update your organization details or order a terminal.

The signing email

If your request needs a signature, your authorized signer receives an email with the subject "Signature required" followed by the name of the form. It names the form and the user ID of whoever submitted it, and includes a "Review and Sign" button along with a plain-text link.

On the form, the signer reviews the request, ticks the consent boxes, and types their printed name - which serves as their electronic signature. The date fills in automatically.

• The link is valid for 30 days. After that it expires and a new one has to be issued.
• A link can only be used once. Once the form is submitted, it cannot be reopened.
• The email is available in English and French, following your organization's language setting.

If you receive a request to sign that you were not expecting, do not sign it. Contact us using the number in the email before taking any action.

Confirmation emails

When a change is complete, we send a confirmation. Who receives it depends on the request:

Every confirmation includes a copy of the submitted form for your records.

Frequently Asked Questions

PayMe Landing Page

All of your active PayMe forms (that you've not set as 'Private') are conveniently located on your organization's designated Landing Page. Rather than having to share each of your PayMe URLs or QR codes, you can choose to share your organization's landing page URL or QR code (or even post it on your website) and direct your customers there to see your full list of active PayMe forms.

To locate your organization's Landing Page URL or QR code, simply click on the text "PayMe Landing Page" and you can choose to open the link, open the QR code, or copy the URL as shown below.

If a PayMe is set as "Private", it will not show on your public landing page

PayMe Overview

Click on the PayMe name for an overview of your PayMe and to view further details, such as its history and a list of all payments under that PayMe.

Actions

Depending on the reporting group you are viewing and the status of the request, there are different Actions available:

  Modify: Modify the PayMe

 Preview: View the PayMe

  Share Link: Copy the URL for the PayMe

       QR Code: View and copy the QR code for the PayMe

 Manually Close: Manually close this PayMe so no further payments can be made. This action can be undone.

  Archive: Permanently archive the PayMe. This action cannot be undone.

PayMe Details

Fields available to create your PayMe will differ depending on which template you choose (SignUp, Fundraiser or Custom).

Title of PayMe:  A unique name given to the PayMe, and should be descriptive of what the PayMe is for. You cannot reuse PayMe names. 

Amount:  The amount of the payment. You may leave it blank to have the customer input the amount, although this is more applicable for fundraising PayMe's. 

Max # of Payments:  Set the maximum number of approved payments allowed under the PayMe. For unlimited payments, leave it blank. Please note that only approved and completed payments count towards the running total, and any declined payments do not count. Similarly, any payments that you refund will update the running total. 

Start Date: This is the date and time that PayMe will open. If you wish to start PayMe immediately, simply leave it blank. Please note that all times are in Eastern Standard Time (EST).  

Expiry Date: This is the date that the PayMe will expire, close, and no longer accept payments. If you wish to leave the PayMe open indefinitely, leave it blank. Alternatively, leave it blank and set the "Max Number of Payments" if you wish to only close it once it's full. Please note that all times are in Eastern Standard Time (EST).  

Previewing the Payment Page

Before creating the PayMe, you will be able to view the payment page by selecting "Preview."

Below is an example of the Payment Page for a PayMe:

The Account Information page is where you review your organization's details and request changes to them - your business information, authorized signer, banking, what your cardholders see, and requests for new users or payment terminals.

The page is organized into cards. Each card has its own button - Edit for details already on your account, or a Request button for something you want added - and each one is submitted separately.

Nothing on this page changes instantly. Every edit creates a request that our support team reviews and applies. The one exception is your cardholder language setting, which takes effect right away.

How Changes Work

Anyone with a PaymentsHQ login at your organization can start a change. You do not have to be the authorized signer to fill in a request.

Most changes need your authorized signer to sign off. When a request requires a signature, your authorized signer receives an email with a document to sign. They do not need a PaymentsHQ login - the link in the email is enough. Once they sign, our support team verifies and applies the change.

Here is what each request needs:

Even if you are the authorized signer and already signed in, a request that needs a signature is still emailed to you to sign. The signature has to be a separate, deliberate step.

Your account needs a valid authorized signer email on file before any request can be submitted. If you see a message asking you to contact support, get in touch with us and we'll get that sorted first.

Organization Details

This card holds your organization's name, address, phone number, email address, and main contact person.

1. Select "Edit" on the Organization Details card.
2. Update the fields you need to change.
3. Select "Submit Changes".

This is one of the few changes that does not need a signature. Once you submit, you will see a green banner confirming the request, and the change is typically applied within 24 hours. You will receive an email at your organization's email address once it has been applied.

The email address on this card is your organization's main contact email - it is where account notices are sent. It is not the same as a PaymentsHQ login.

Authorized Signer

Your authorized signer is the person on file who is authorized to approve changes on behalf of your organization. This card shows their full name, email address, telephone number, and date of birth. The date of birth is masked for security.

1. Select "Edit" on the Authorized Signer card.
2. Enter the details of the person taking over the role, including their date of birth.
3. Select "Send for Signature".

The request is emailed to your current authorized signer to sign. The form confirms two things: that the change is authorized and that the incoming person takes on full responsibility under your agreement, and that the incoming person accepts the appointment as Authorized Signer and Responsible Party.

Why we ask for a date of birth: it is used to confirm the signer is a real, existing person. No credit check is run, and the information is protected. The new signer must be 18 or older.

If your authorized signer has already left the organization and cannot sign, contact our support team - this change will need to be handled manually.

Deposit & Billing Account

This is the bank account your deposits are sent to and your fees are withdrawn from. For security, only the last few digits of the account number are shown.

1. Select "Edit" on the Deposit & Billing Account card.
2. Select "Choose File" and upload a void cheque, Direct Deposit form, or other bank account confirmation.
3. Select "Send for Signature".

What your document needs to show: your organization's name, either embossed or digitally printed on the confirmation, along with the account numbers. A photo is acceptable as long as it is legible.

Your authorized signer can preview the document you uploaded before signing, and can replace it with a different file if something is wrong or out of date. Whichever document is attached when they sign is the one we process. By signing, they also authorize SportsPay to initiate debits and credits to the account under the Pre-Authorized Debit Agreement / ACH Authorization.

Deposits and fee withdrawals continue to go to your current account until the change has been processed. Nothing moves the moment you submit.

Cardholder Experience

This card controls what your customers see when they pay you.

Cardholder Language sets the language used for everything your customers see - receipts, payment pages, PayMe links, and payment request emails. Select English or French to switch. This is the one setting on the page that takes effect immediately; there is no request and no signature.

Organization Logo appears on your payment pages, receipts, payment request emails, and PayMe links. Select "Click here" or drag and drop your file into the upload box.

• Accepted formats: JPG, PNG, or SVG
• Maximum file size: 2 MB

Logos are reviewed before they go live, usually within 24-48 hours. The status beside your logo tells you where it stands:

To replace or remove a logo, select "Remove file" beneath the current image and upload a new one. The replacement goes through review the same way.

Requests

The Requests card is where you ask for things that are not already on your account. Each request opens a short form, and once submitted it is sent to your authorized signer for approval before processing.

Not every request is available to every organization. What you see on this card depends on where your organization is located and how your account is set up. If a request you were expecting isn't on your Account Information page, it isn't available on your account. Contact our support team and we'll let you know what your options are.

CustomerPay Opt-In

CustomerPay lets you pass processing fees to your customers at checkout instead of absorbing them. Select "How CustomerPay Works?" for the details, or "Request CustomerPay" and then "Request" to confirm.

Your organization receives an email with the Customer Pay Addendum to sign. The addendum sets out how the fee works. A few points worth knowing before you sign:

• The fee is paid by the cardholder at checkout and applies consistently to all online transactions.
• It does not apply to manual transactions - card details typed into PaymentsHQ, or a one-time payment using a saved card. You pay standard fees on those. If you also have a payment terminal, terminal transactions are billed as manual transactions.
• The fee is not refunded when a transaction is refunded.
• You handle customer questions, disputes, and complaints about the fee.
• Opting back out later requires a fee amendment.

SportsPay Agreement

Select "View" to open your SportsPay agreement on screen, or use the Download button to save a copy.

Users

Select "Request User" to add a new person to your account. Enter their full name and email address, then select "Send for Signature".

Their login invitation is sent to the email address you enter on this form, so double-check it before submitting. Allow up to 2 business days after signing for the user to be set up.

An authorized user can view reporting, process transactions, and start account change requests. Certain changes - the settlement bank account, pricing model, billing account, and adding another user - still require your authorized signer to sign off. Let us know promptly when someone should no longer have access.

Payment Terminals

Select "Terminal models and pricing" to see what's available and what it costs. To place an order, select "Request Terminal", complete the Terminal Order Form with the number of terminals and your shipping details, then select "Send for Signature".

• Attention - who should receive the shipment
• Shipping address - street address, unit or suite (optional), city, province, and postal code
• Shipping Phone
• Tracking Email - shipping updates and tracking are sent here

The minimum order is one terminal. The monthly rental rate, return and replacement terms, and the card types supported are set out in full on the order form your authorized signer reviews and signs - it is worth reading before signing, since terminals are rented rather than purchased. You will be notified when the terminal ships; allow up to 2 business days after signing.

After You Submit a Request

A green banner appears at the top of the page confirming what happened. The wording depends on the type of request.

For organization details, which do not need a signature:

For everything else, which is sent to your authorized signer:

The "Update pending" badge

Once you submit a request, that card locks. The Edit button is replaced by an Update pending badge so you can see we have it and cannot send a second request on top of it. The badge clears and the Edit button returns once we have processed the change.

Only the card you submitted locks. If you have a banking change in progress, you can still update your organization details or order a terminal.

The signing email

If your request needs a signature, your authorized signer receives an email with the subject "Signature required" followed by the name of the form. It names the form and the user ID of whoever submitted it, and includes a "Review and Sign" button along with a plain-text link.

On the form, the signer reviews the request, ticks the consent boxes, and types their printed name - which serves as their electronic signature. The date fills in automatically.

• The link is valid for 30 days. After that it expires and a new one has to be issued.
• A link can only be used once. Once the form is submitted, it cannot be reopened.
• The email is available in English and French, following your organization's language setting.

If you receive a request to sign that you were not expecting, do not sign it. Contact us using the number in the email before taking any action.

Confirmation emails

When a change is complete, we send a confirmation. Who receives it depends on the request:

Every confirmation includes a copy of the submitted form for your records.

Frequently Asked Questions