Payments in online shops

Autopay S.A. helps to process the payment between you and the online shop. Our job is to transfer the money to the shop. We are not in a position to make changes to orders or influence the shop's delivery.

All our payments are encrypted and protected - so they are secure. As a payment institution, we are supervised by the FSA and meet strict security standards (we operate in accordance with PCI DSS and ISO 27001).

At Autopay, we support the most popular payment methods such as BLIK, transfers from the largest banks in Poland and payment cards. We also enable payments with VISA and Mastercard cards issued by foreign banks. However, our system does not support foreign bank account transfers. To be able to make such a payment - please contact the online shop, which will provide you with the necessary transfer details.

I have a problem with payment

Autopay as payment intermediary Autopay S.A. helps you to process your payment through the payment gateway. Once your payment has been processed, you will receive from us two emails:

1. Start of payments - this is only an indication that a transaction has been generated, it does not mean that any funds have been debited from your account.
2. Making payments - this message is also a confirmation that the transfer has been made, which you can send to the shop in the event of problems.

Important: If you do not see a confirmation of the transaction in your email inbox and the funds have been collected check the SPAM folder in your email inbox. If there is no confirmation there either, please contact us via the contact form. Specify the date of the transaction and the email address used for the payment, and attach the confirmation of the transfer made from your bank.

Remember to always start your payment directly with the online shop. If you try to re-pay yourself or transfer the money to your Autopay account by other means, the funds will be refunded (up to 5 working days).

If the money has not been taken from your account and you do not see it in your bank's pending transactions, the transaction has not been processed. Please also note that Autopay cannot process a payment without your permission - we do not have access to your account and will not take the money without your confirmation.

If you are still in doubt as to whether your transaction has been processed, you can check the status of your payment and to whom it was made using our tool:

Transaction status

Why was my payment rejected?

The most common reasons for payment rejection:

• not enough money in the account
• wrong card data
• the transaction limit has been exceeded
• refusal by the bank
• BLIK code entry time exceeded (BLIK code expired)
• entering an incorrect BLIK code

Try making the payment again or contact your bank to explain the cause of the problem. If you want to change your payment method, check your transaction initiation email - it may contain a link to continue and change your payment. If you do not find it, generate a new transaction.

How do I cancel a payment?

If payment has already been confirmed, it cannot be cancelled. The cancellation of the order is carried out directly by the shop, which is also responsible for returning the funds. If your order has been cancelled and the funds have not reached you, please contact the shop first and ask them to check your payment. If you have confirmation of the transfer (including an email from us that the payment has been processed), this means that the funds have been transferred to the shop. Remember that the refund is made to the same account from which the transfer was made.

If the payment has not been completed, it will automatically expire after a few days (usually after 6).

If you have any other problem with your payment please contact us via the contact form. Provide the transaction number and details of the problem. If possible, send us a screenshot showing the error or problem, including the visible page, date and time of occurrence. We will try to help clarify the situation.

Important: Check that the recipient of the money is Autopay - there are many other intermediaries on the market, so make sure that Autopay's name appears in the recipient field.

I have a problem with ordering

If you would like to change your delivery address, return your goods or find out more about shipping, please contact the shop directly where you shopped. Autopay has no information about your order. Not sure how to get in touch? Go to the shop's website and check the "Contact" tab or the terms and conditions. If you can't remember which shop you made your payment at, check the status of your transaction, entering the transaction ID (you will find it, for example, in the title of the transfer or in the email from Autopay).

You did not receive the goods after payment or you received goods not as described? First write to the shop to clarify the situation or to withdraw from the purchase/sale contract. If the shop does not respond, check the terms and conditions and delivery times of the goods (delivery times of more than 2-3 working days happen), and how to make a complaint. When there is still no contact, you can report the matter to the police. Autopay cannot refund your money because it has already gone to the shop.

You do not have to send the seller a transfer confirmation - he gets it automatically. Nevertheless, it is worth keeping them in case of problems.

If you suspect fraud or the shop does not respond to your attempts to contact it, you can:

• Contact the Consumer Ombudsman.
• Report the matter to the police, giving full details of the transaction and evidence of payment and lack of contact with the shop.

Autopay cannot intervene directly, as we have no insight into the shop's fulfilment of the order.

Of course, if the police or other law enforcement agencies come to us about the case, we will provide them with all available information that can help clarify the situation.

If you need help, please contact us using the form below. Complete all fields - this will speed up the whole process.