Frequently Asked Questions

Here you can find answers to some of the most frequently asked questions.

Still can’t find what you’re looking for?

Contact us anytime

support@phos.cloud

Prior onboarding and account activation

We might ask for documentation of the registration of your company and check that you have the right to represent the company. Other documents we ask for are documents that can confirm your identity and your address, such as:

  • a copy of your passport
  • driving license
  • any other official photo ID.

The security of you and your customers’ data is our top priority at Phos. All data accessed by our Phos Mobile App is encrypted instantly and sent securely to our servers. No matter if you are using a public or private internet connection, the data is safe.

If you'd like to know more about how we handle personal data, please read more in our Privacy Policy.

If you’re a sole proprietor, you can use your personal bank account.

If you’re a registered company, the bank account must be in the name of the company, not in the name of its manager or officer.

You can only connect a bank account which is in the same country where you signed up for Phos.

As a regulated entity, we operate under strict requirements imposed by the financial regulator, the card schemes (Visa and Mastercard) and our acquiring partner, who acts as a gateway to the card services.

We cannot always support every business model. It can happen that new restricted categories are added or existing ones removed depending on our partners. We will do our best to update the list as soon as possible. For further questions please contact our Support Team at support@phos.cloud.

The charge is per transaction and is as follows:

  • Payments with consumer cards issued within EU: 1.00 % of the transaction amount
  • Payments with all other cards: 2.00 % of the transaction amount

Our general rule of thumb is that if the card being used displays a MasterCard, Maestro, V PAY, or a Visa logo, we can process the payment. When processing payments from international cards, it is important to note that cardholders may be charged an additional currency conversion fee and that the payout time for these cards may be longer. Additionally, all transactions are subject to the approval of the card issuer.

Phos App

Phos is not limited to specific smartphone or tablets brands. You can use any android phone or tablet which runs OS Android 8.1 or above and has an NFC module.

Yes, in order to process transactions with Phos, you’ll need an internet connection via WiFi or data coverage (minimum 3G speed).

Unfortunately, currently, Phos app is only available for Android devices.

NFC stands for “near field communication”. You can think of near field communication like your Bluetooth speaker or home wi-fi network. When two NFC-enabled devices are in close proximity—usually four inches or less apart—radio wave tags can be used to transmit data.

Make sure your device has NFC. If it does have NFC, you need to make sure the NFC is enabled:

How to switch ON your NFC:

  • Go to Settings > More
  • Tap on the NFC switch to activate it. The Android Beam function will also automatically turn on.
  • If Android Beam does not automatically turn on, just tap it and select Yes to turn it on.

Smartphones’ NFC capabilities operate in tandem with Android Beam. If Android Beam is disabled, it may limit NFC’s sharing capacity.

Your NFC is located on the back of your device. The chip of the card should be positioned as shown in the picture.

After a successful processing of a transaction, regardless if it is approved or declined, you’ll have the option to send a receipt to your customer via email or SMS or generate a QR code which can be scanned by your customer with his/her mobile phone. You also have the option to connect to a receipt printer if your customers prefer a physical copy of their receipt.

Phos only uses the contact details of your customers to send the receipt and they are not stored.

It typically takes 1-2 business days after the transaction date until the funds appear in your bank account. Note that you are able to choose the frequency of their payouts: daily, weekly or monthly.

Depending on your bank's settlement procedures it may take up to 2-3 business days from the transaction date to the day the funds appear on your bank account. Please also be aware that banks only transfer funds on business days.

Payouts to your bank account will be made once our team has completed the verification of your business details. Typically, you will receive your first payout within the next 1-2 business days. If there is any additional information needed for your verification, our team will contact you.

Please make sure you are entering the correct credentials.

If you are still experiencing trouble logging in – please, try clearing the cache for the app:

  • Open the Settings on your device
  • Go to Apps menu
  • Go to your installed apps
  • Find Phos and select it
  • Go to the Storage tab
  • Click on Clear Cache / Storage

And then try to log in again.

In case you are still experiencing trouble, please send us an email to support@phos.cloud

On the login screen, right under the fields for your credentials, there is a “Forgot your password?” button. We will send you an email with a link to reset your password. Check your inbox and follow the instructions from the email we have sent.

A Device ID is a string of numbers and letters that identifies every individual smartphone or tablet in the world. It is stored on the mobile device and can be retrieved by any app that is downloaded and installed.

On the login screen, right under the “Login” button, there is a “See your Device ID” button. Once you click on it, the next screen will show your ID.

At Phos we follow high security standards, and we want to ensure the best protection for you. In order to prevent access from an unauthorized device to your Phos account, we link and save the device id of each phone or tablet which you would like to operate.

The Phos app requires your consent to manage your phone calls in order to silence incoming calls while a transaction is being processed to avoid any interruptions. Phos will never access your private phone call data nor initiate phone calls from your behalf.

There are two possible options here:

  1. If you have entered the wrong amount and have not tapped the customers’ card yet, you can easily click the back button in the upper left corner on the screen that is pending for the customer to “Present card” and then start a new transaction.
  2. If you have entered the wrong amount and have already tapped the customers’ card, wait for the transaction to finish. Go into your “Transactions” menu and find the wrong amount transaction. Click on it and then choose the “Void” button. On the next screen you will be asked to confirm the void. Once it is successful, you can go back and make a new transaction with the right amount.

Void and refund options are only available for eligible transactions (they have been approved and have not been voided or refunded before). For security reasons and for your own convenience, if the transaction is not eligible, the app will not show you void and refund options when you click on the transaction.

In addition, please note, that you can void transactions only in the same day the original transaction was approved. If you want to return money or void a transaction later (not on the same day), you can use only the refund option.

In the Transaction menu, click on the transaction you would like to refund and select “Refund” from the menu. On the next screen you will be asked to enter the refund amount of the transaction. Phos will automatically enter the initial amount of the transaction, but you will have the option to delete that and enter any lower amount that you wish to refund to your customer. When you are ready, click “Confirm” and tap the card that was used for the initial transaction on the back of the phone.

This has been implemented solely for security reasons. We want to protect our merchants from any scams and unregulated activity with the device.

Yes, you can. If you wish to add more users who can operate with your Phos account, please send us an email to support@phos.cloud

Yes, you can. If you wish to install Phos on more phones which can operate with your Phos account, please send us an email to support@phos.cloud

There can be a few reasons why a transaction is declined.

The customer's credit card issuing bank did not approve the transaction. This could be for insufficient funds, frozen account status, invalid credit card number or expiration date, etc. Unfortunately, the card issuing bank does not provide additional details regarding the reason for the decline. The customer will need to contact the card issuing bank for more information.

For your reference, here are the error messages that might appear:

Code Error message Description

03

Invalid merchant number (03)

This can indicate a problem with your Phos account configuration. Please contact us at support@phos.cloud

04

Retain card (04)

This can mean the card has been reported as lost or stolen.  Please contact us at support@phos.cloud

05

Declined (05)

The transaction is declined by the card issuer. In general the reason for this response code may be any of the following:

  • Suspected Fraud
  • Insufficient Funds
  • Stolen Card
  • Expired Card

Any other rule imposed by the card issuer that causes a decline (e.g. daily limit exceeded, minimum monthly payment not made, duplicate transaction suspected, etc).

The card holder should contact their issuing bank.

06

System error (06)

This can indicate a problem with your Phos mobile app. Please contact us support@phos.cloud

12

Invalid transaction (12)

This code is often returned from the issuer when they do not accept the transaction. This can possibly be when a transaction for the same amount and merchant is attempted multiple times quickly for the same card. The card holder should contact their issuing bank.

14

Invalid card (14)

This code indicates that the card number does not exist. Please contact us at support@phos.cloud

30

System error (30)

This can indicate a problem with your Phos mobile app. Please contact us at support@phos.cloud

33

Card expired (33)

This error is returned when the card has expired. Check that the expiry date is correct, and attempt the transaction again. If the transaction still does not work, check with the card holder to see if they have a new card with a new expiry date.

34

Retain card (34)

This can mean the card has been reported as lost or stolen or the issuer suspects a fraud transaction.  Please contact us at support@phos.cloud