Support

 

Secure Trading has an unrivalled reputation within the payments industry for excellent customer service and support. Should you need to contact us with a support query we know how important it is for you to be able to speak to someone quickly, to receive personalised, knowledgeable communication and to resolve your problem as efficiently as possible. That’s why when you call us we answer with our own qualified and experienced staff.

In this section of the website you will find comprehensive support documentation, frequently asked questions, tutorials and a glossary to assist with the setup and ongoing management of your Secure Trading account.

If you need to speak to a member of the team directly, we are available to answer your questions from 06:30-23:30 Monday to Friday. Our systems are also monitored 24 hours a day 365 days of the year and in the unlikely event of there being any issues, our emergency on-call staff respond and deal with the situation.

Top FAQs

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Q1. What is IC++?

A1. IC++ is a standard industry pricing framework that acquirers use to charge for payment processing services to merchants. It consists of the following fees:

IC stands for Interchange: This is a fee the acquirer (Secure Trading Financial Services (‘STFS’)) pays to the cardholder’s issuing bank (i.e. the bank that issued the card used to make the payment). The interchange rates are set by the Visa and MasterCard Schemes. STFS does not retain any part of the interchange fees as the full amount is passed through to the cardholder’s issuing bank.

First “+” stands for Card Scheme Fees: These are the fees STFS pay to the Visa and MasterCard Schemes. Visa and MasterCard set these fees at an industry wide level. As with Interchange STFS does not retain any part of scheme fees as the full amount is passed through to Visa and MasterCard. This Card Scheme Fee is the element which is changing and being highlighted in the letter sent to STFS merchants.

Second “+” stands for the acquirer fee: This is the fee STFS charges to cover its costs and margin for providing the merchant acquiring services.  This fee is agreed between STFS and merchants and is detailed in the Pricing Schedule STFS entered with the merchant.

What version of Java will I need for STAPI?

You will need either Java 1.7 or 1.8, and use the relevant Java client in STPP.

I use Xpay on ST2K. What do I use on STPP?

You have two options in STPP: Webservices and STAPI.

  • Webservices: you no longer need to install and support a Java client. You can build your own requests/responses and submit them to a URL which is available to handle them.
  • STAPI: if you still prefer to install and support a Java client that will take care of the request/responses, you still have that option through our STAPI client.