Support

We're here to help. Bellow you'll find the most frequently asked questions on using the kashing service.

To Start, just click the ‘Sign Up’ button in the top right of the Kashing web page and fill out all the information as required.

You can watch a helpful video tutorial on how to sign up by clicking this link.

You will need your company details (name and company number) as well as bank details and website URL (if you have one).

The Kashing sign up process normally takes a few minutes to complete. During this time we run several KYC (know your customer) and AML (anti money laundering) checks and upon successful completion of your signup you will be able to start using your Kashing Merchant account.

Your Chip&Pin Reader will be shipped to you as soon as your account status has been verified and your account is activated.

Shipping usually takes 2-3 days.

Within 3-4 days business days of your transaction successfully completing the money will be deposited into your nominated bank account.

The money will be paid into the verified account with the details you provided us when you signed up to your Kashing account.

Before we can pay money into your bank account we need to verify that the bank details are correct by doing a penny payment.

Please note that in order to change your banking details you will already need access to the ‘new’ bank account that you would like to add. Begin by logging into your Kashing account, selecting ‘organisation’ from the left hand column and clicking the ‘banking details’ tab at the top of the page. You can now enter the new bank details and click ‘save’. We will need to verify your new account details through a penny payment process. You will still be able to take payments, but funds will not be paid into your new account until it has been verified.

If you change your banking details in your Kashing account we automatically make a payment of between 1 and 5 pence into your new account together with a unique reference code.

In order to activate your new bank account to receive payments from Kashing, you will need access to your bank statement. Enter the penny amount and the unique code printed on your bank statement, into your Kashing account when prompted, to activate your service.

The maximum amount for a single transaction is £5000, however you can split larger amount into separate transaction if you need to.

Begin by logging into your Kashing account using your username and password. Next click ‘Profile’ button in the left column, click ‘Browse’ in the block below the ‘Profile Picture’ heading.

Use the finder window that pops up to navigate to the image you would like to use and click ‘Choose’.

With Kashing have three options to take deposits at the time of booking, you can use the split payment feature, generate a secure payment request or through a telephone payment.

Split payments allow you to take a deposit at the time of the booking and a payment for the balance can be set for a date of your choosing, for example when the guest arrives or checks out depending on your terms.

Log into your Kashing Merchant account, select ‘organisation’ then ‘payment policy’ and select the payment policy ‘type’ that you would like to use. Click ‘update’ when you’re done.

To cancel a future payment (if the guest changes their booking date or the final balance changes) log into you account using your ‘username’ and ‘password’, click the ‘transactions’ button from the left hand column, next click the relevant customer ID, click the ‘Cancel future payments button’ and click ‘confirm’.

To change a future payment log into you account using your ‘username’ and ‘password’, click the ‘transactions’ button from the left hand column, next click the relevant customer ID, click ‘edit payment’ button, edit the date that the payment should be made as well as the payment amount if this has changed and click ‘confirm’.

To send a secure payment request log into your Kashing account using your ‘username’ and ‘password’, select ‘payments’ from the left hand column and click ‘generate a payment request link’.

Complete the form by filling in the mandatory detail. Check the box titled ‘mail the payment link to the customer’ and click ‘create payment request’.

To view ‘pending’ or ‘paid’ payment requests, log into your Kashing account using your ‘username’ and ‘password’, click the ‘payments’ tab on the left hand column. You can choose to view ‘pending’ or ‘paid’ scheduled payments by clicking the appropriate option.

To create bulk secure payment requests log into your Kashing account using your ‘username’ and ‘password’, select ‘payments’ from the left hand column and click ‘generate a payment requests in bulk’. You are able to upload a CSV file that you have exported from Excel (or similar).

Check the all the payment requests are correct. You can choose to cancel a specific payment request by un-ticking the ‘send by email’ check-box. When you’re happy click the ‘complete transaction import’ button to generate the payment requests.

You can view your transaction history by logging into your Kashing app using your ‘username’ and ‘password’, click the ‘gears’ icon at the top of the app and then click the 'Transactions' button on the left hand column.

You can view your transaction history by logging into your Kashing account using your ‘username’ and ‘password’, click ‘transactions’ in the left hand column.

Yes, you can search your transaction history based on various criteria, including date range, payment amount and customer details.

You can also export data in CSV (comma separated value which opens in Microsoft Excel or other similar applications) or PDF format.

Yes, the ‘recharge’ function allows multiple payments to be taken from the same card with no need to request the details from the customer again. This enables you to use Kashing to take payment for extras you add to customer accounts.

Payments can be taken by clicking the 'Transactions' menu on the left hand side, opening the details of an existing transaction for a relevant customer and clicking the 'Recharge' button. You can enter the required payment amount and a description that will appear on the customer’s statement before clicking 'Confirm'.

If you have not yet received payment for a transaction (ie if the status is showing as 'Settling'), you can refund this using Kashing; simply open the details of the relevant transaction and click ‘Void’.

If the transaction has already been settled (money paid out to you) the refund will be taken from your merchant account. If there are insufficient funds in the account to perform the refund, the difference between the available funds and the shortfall of the payment will be take from the card saved on our system.

If your business is likely to need to perform a high volume of refunds, please contact us directly so that we can discuss the best available options with you.

Call us on +44 (0) 800 014 2950 or email us at [email protected]

Yes; You will need the latest version of the Kashing Merchant App loaded onto your smart device and paired with your Chip&Pin reader.

Log into your Kashing Smart app using your ‘username’ and ‘password’. Ring up the amount to be charged, click ‘checkout’ and then ‘pay by card’, the Chip&Pin reader will prompt you with a message ‘user present?’, press the ‘no/cross’ button, the reader will ask you to put in the card number and expiration date which you input into the Chip&Pin reader, press the ‘green’ tick button to complete the transaction.

Yes. Our multi-account function allows you to setup as many logins as you require. For security reasons we recommend that each person requiring access into the Kashing account has his or her own login.

To create a user log into your Kashing account using your ‘username’ and ‘password’, click the 'Organisation' button on the left hand column then click the ‘users’ tab under the organisation profile. Enter the new user's email address in the ‘invite users to your organisation’ box; they will be sent an email containing a link to complete the setup of their logon. Each user must have a unique email address.

Click the ‘Sign In’ button at the top of the Kashing website. Below the login information you will see a link ‘Didn’t receive your invitation or confirmation instructions?’, click this and you will be taken to a block that will allow you to re-enter your email address. Once you have inserted your email address that you used when signing up, click the ‘Resend’ button.

A block in the top left corner will tell you if the action has been successful or not. If you have any trouble with this, please call us on +44 (0) 800 014 2950 or email us at [email protected]

To set up the Kashing Merchant App on an Apple iPhone or iPad, navigate to the App Store and type in ‘Kashing’, download the app and login with your username and password. Note that you must have an active Kashing account in order to use the Kashing Smart App.

To set up your Kashing App on an Android smart phone or tablet navigate to the Google Play store and type in ‘Kashing’, download the app and login with your username and password. Note that you must have an active Kashing account in order to use the Kashing Smart App.

Open the Kashing Smart App, log into the app using your ‘username’ and ‘password’. Click the ‘gears’ icon at the top of the app, select the ‘External devices’ button and click the ‘Cash Drawers’ tab. Select the Cash Drawer from the list of devices and click ‘connect’, the device shows as ‘active’ once successfully connected.

Security is in our DNA and is baked-into everything we do. As our customer, your security is vitally important to us and we ensure you get the highest level of security the industry can provide for your payments. This extends to all your information by encrypting everything through our military grade hardware.

We have PCI DSS Level 1 certification which is as good as it gets.

In fact we’re proud to be only a handful of technology companies to carry the status of Qualified Security Assessor in order to ensure we provide leading industry advice and support to our customers.

Log into your Kashing Merchant App using your ‘username’ and ‘password’. Select the ‘gears’ icon at the top of the app then select ‘external devices’ from the left hand column. Select your paired Chip&Pin device (it should have a green ‘active’ tag to the right of it), under the ‘Technical Info’ section click the ‘P2P Encryption’ button. If Point to point encryption is active on the reader, it’s screen with show ‘P2P Enabled’.

You should run this test from time to time, or if you feel that the device may have been tampered with in any way.


General Glossary of Terms

App
  • The Kashing Merchant application that resides on the smart device and works in tandem with the Chip and Pin Reader

Chip and Pin Reader
  • The physical reader that interacts with the App

  • Physically takes encoded payments in conjunction with the App

  • Is able to take Contactless and chip card payments. (Face to Face)

  • Is able to take telephonic, remote payments when set up for this option within the App

Face to Face payment
  • A payment that is carried out face to face with the client using the app, chip and pin reader and the client card.

Telephone payment
  • A transaction that is carried out telephonically when a client is not present

  • The Kashing Merchant application needs to be enabled to accept this functionality

Checkout
  • The process of adding items to be paid for to the ‘basket’

  • The button that starts the payment process

Basket
  • The column on the left hand side of the app that transactional items are listed in

  • The column has a total at the top and a subtotal and VAT amount at the bottom

Sales
  • The part of the ‘store’ that allows the merchant staff member to change the ‘Tab’ or ‘Sales Token’ being used for the transaction (table numbers for different diners for example)

Sales Token
  • The ability to run a tab

  • When you need to add multiple items to a client’s bill over a period of time eventually checking-out a final bill.

  • Can be used for tables, rooms, drinks etc.

Store
  • The part of the App where products or manual values are ‘rung up’ or added to the ‘basket’

  • Front-Office of the App

Front-Office
  • The part of the App where products or manual values are ‘rung up’ or added to the ‘basket’

  • The ‘Store’

Back-office
  • The behind the scenes part of the App where the account information resides

  • Denoted on the App by a ‘gears icon”’

  • The part of the App used for creating categories, products, options etc.

  • Where user information is accessed and altered

  • Where transactional data is stored