Ingenico Direct Support Site

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1. Introduction

In this guide, we explain you how to use your Ingenico account, which we sometimes refer to as the Back Office. Have a look at the following chapters to learn all about the features of the Back Office and how you can use it to manage your online business.

2. Login to account

To access your account menu, you have to log on to the Back Office.

Depending on the environment that you want to access you have to use one of the following URLs:

To clarify which environment you are logged on to, the tab containing the login section will be marked with either the label "Identification(TEST)" or "Identification (Production)": 

The image above shows where to find the label indicating the environment

Before you log on, you still can change the environment by clicking either the "Access to test" or "Access to production" link below the login form.

In each environment you have the possibility to log on with:

  • 'PSPID' and 'Password'. This Login section is displayed by default: 
    The image above shows the default login screen. 

  • 'UserID', 'PSPID (Optional)' and 'Password'. You can display this Login section by clicking the "Login as user" link. Use this possibility if your account has more than one user registered and you want to log on as one of these users
    The image above shows the "Login as user" login screen. 

Once you are logged on, the Account menu is displayed on top of the page.

The menu contains the following sections:

  • 'Home'
  • 'Support'
  • 'Configuration'
  • 'Advanced (optional)'
  • 'Operations'

On the upper-right hand corner of your account homepage, you can see the "User profile" drop-down icon and the "Language selection" icon: 

1. User profile drop-down
The user profile drop-down displays the user profile, user role, date and timestamp of the last login, and the time zone. Through this option, users can do the following:
- Reset their password by clicking the "Change password".
- Log out of the session by clicking "Logout".

2. Language selection drop-down
Users can select the language which they want to display the Back Office content. There are currently six languages to choose from: English (EN), French (FR), Dutch (NL), German (DE), Spanish (ES), and Italian (IT).

3. Understand account menu


In our Home section you can find

  • Informative steps helping you to complete the configuration of your account
  • Technical messages about (upcoming) maintenance operations and latest news


In our Support section you can find

  • Integration & user manuals
  • Frequently Asked Questions (FAQ)
  • Our contact details



Under Account you can check and/or modify your account's administrative details:

  • Your administrative details:
    • Legal company name
    • Commercial company name (as shown to your customers)
    • Telephone number
    • Email address ...
  • Your invoicing information: invoicing details ...
  • Your subscription: subscription type
  • Your options: overview of your current solution and the available 'Recommended & other options' for your account.
  • Languages and URL: indication of the various languages in which you want to be able to display the payment page, and a field to enter the URL for the general conditions (only visible for accounts with 3-tiers access).
  • Currency: indication of the currencies in which you wish to accept your customer’s payments, and which are accepted by your acquirer (only visible for accounts with the multi-currency option).
  • Data Retention Management: Here you can change the number of days you want your transaction data to be saved on our platform. You can choose any number between 45 and 540 days. The default is 540 (about 18 months). After the configured time, the transaction data is deleted.
Payment methods

Check which payment methods are currently (in)active in your account. Contact us if you want to add more. 


With the 'Users' link you can:

  • Create new users
  • Edit existing users
  • Send new passwords to users

For more information, go to User manager.


This is the Alias Manager option, which allows you to create and update aliases.

For more information, go to Single-click-payments.

Technical information

Under Technical information you can configure the technical integration parameters for your account. With each setting on the Technical information page, you'll find the "i" icon to explain the particular setting.

For more information, go to the relevant page for your account mode: Hosted Checkout Page / Server-to-server / Hosted Tokenization Page / Mobile and browser SDKs

  • Global transaction parameters
    • Payment retry: Attempts per transaction request you grant your customers to successfully finalise their payment. After the last try fails, the transaction reaches status 2
    • Default data capture (payment) procedure: Define the method and the timing to capture status 5 transactions
    • Payment retry: Attempts per transaction request you grant your customers to successfully finalise their payment. After the last try fails, the transaction reaches status 2
    • Processing for individual transactions: Our platform offers you to time the payment requests we send to our acquirers in three different ways. Select the one that fits business model best
  • Ingenico Direct settings
Create production account

When you have finished setting up your test account, trying your configuration and making tests, you can select "Create production account".

This way you can copy your test account to the production environment and create a new production account. You have the possibility (recommended) to use a different PSPID from the one you chose for your test account. After the transfer, you can still use your test account.

Not all information in your test account is transferred to the production environment.

At least the following details are not transferred and have to be configured again in production:

  • Subscription and options
  • VAT number
  • Invoicing method
  • Payment methods
  • 3-D Secure information
  • Users

After the transfer, we recommend you to check every item in your production account and configure the items that were not transferred automatically.


Fraud detection

Configure and maintain your Fraud Prevention


Financial history

With this link you can look up individual maintenance operations performed on your transactions. 

For more information, go to Find your transactions.

View transactions

With this link you can look up a global overview on your transactions. 

For more information, go to Find your transactions.

Electronic reporting

On the Electronic reporting page, you can configure the format and structure you want to use for electronic reports such as file downloads.

For more information, go to our dedicated guide

4. Time Zone Management

You can change the time zone by clicking the User Info icon located on the upper-right hand corner of your Back Office account and follow these instructions:

  1. Click on the time zone next to "Last login" and a Time zone pop-up window displays.
  2. Click on "Time zone" to change the time zone.
  3. Select "Automatically adjust to daylight saving changes" to request the system to automatically update the clock when daylight saving happens.
  4. Click "Save" to save the new changes, or "Back to default" to revert back to the default the time zone which is to set to Central European Time (CET).

The selected time zone applies to:

  • All relevant back-office pages
  • Downloaded transactions and files/reports
When you create a new user (by default) the time zone of the PSPID is applied. Afterwards, this user can configure the time zone of his choice.

By selecting this option, the time is also automatically adjusted to daylight saving changes.