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Support

We are here to help you

I am already a PayU merchant

I would like to have information about the return/cancellation process

You can process your returns and cancellations through the PayU Administrator Panel. You can login to the panel by clicking here.

You can then view the ‘order’ details by finding the order you want to cancel or refund by pressing the refund/cancel button in the bottom left corner.

You can also grant partial refunds if you wish to.

I can not access the administration panel

For security reasons, we can not share your password directly via e-mail or phone.

You can change your password on the PayU Administrator Panel login page. Then you can change your password by following the "I forgot my password" (şifremi unuttum) link.

You must make sure that you are logged in with the e-mail address you provided in the application form. Please also try logging in from different internet browsers.

If you still can’t access your account, you can contact us at destek@payu.com.tr.

I want to apply for an another Virtual POS for my second site

If you want to have another Virtual POS, you’ll need to sign a new contract.

We kindly ask you to apply for a new application from ‘Apply Now’ link.

You need to indicate that you are applying for a second web site on your application.

How do I access my username and password?

You can access the necessary information for integration process from the PayU Administrator Panel. You can login to the panel here.

You’ll need to contact the people you receive software support from on how to use this information for your own system.

I didn't receive my invoice

Invoices belonging to the relevant month are billed until the 10th business day of the next month and sent to the registered e-mail address in the system. For example, the invoices for the transactions you made on July 3rd will be sent by August 10th.

If you still don’t receive your invoices, please contact us at destek@payu.com.tr

My domain address changed

If you want to change your domain address, we need to sign a new contract. We kindly ask that you send an e-mail to support@payu.com.tr stating both your old and new domain addresses.

Company type/company owner changed

If you want to change the ownership or the type of your company, we need to sign a new contract. We kindly ask that you send an e-mail to destek@payu.com.tr and summarize the reason for the change.

I want to change my bank account information

In order to change your account information, we kindly ask that you send an e-mail to destek@payu.com.tr with a petition letter signed and stamped by your company. Once we have received your request, we will make the necessary changes.

Dilekçe örneğini yandaki butona tıklayarak indirebilirsiniz.
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I want to change my billing address

To change your billing address, we kindly ask you to e-mail your tax registration certificate to destek@payu.com.tr. Your address change will be done once we have received your tax sign.

I want to get information about reconciliation

You can perform your reconciliation operations from the PayU Administrator Panel. You can login to the panel by clicking here.

For additional documentation inquiries, please send an e-mail to destek@payu.com.tr, and explain why you need the additional documentation.

Mutabakat dosyasını açamıyorum.

Mutabakat dosyası CSV (Comma-Separated Variables/Virgülle ayrılmış veriler) formatında gönderilmektedir.
Aşağıdaki adımları izleyerek CSV dosyasını Excel ile açabilirsiniz;

  1. Üst menüden "Veri" sekmesini açın.
  2. "Dış veri al - Veri al" seçeceğini işaretleyin.
  3. Dosya türü olarak "Metin dosyası (CSV)" seçin.
  4. Bilgisayarınızdan CSV dosyasını bularak açın
  5. Karşınıza gelen seçeneklerden "Sınırlandırılmış" ve "Sekme" seçeneklerini işaretleyin.
  6. "Son" diyerek işlemi bitirin.

Ayrıca bilgisayarınızın denetim masasından "Saat, Dil ve Bölge Ayarları> Bölge ve Dil> Klavye ve Diğer Giriş Yöntemlerini Değiştir dizinine giriş yapıp "Biçimler" sekmesinden "Ek Ayarlar" düğmesini kullanarak;
-ondalık simgesini "." (nokta),
-basamak gruplandırma simgesini "," (virgül)
-liste ayıracını "," (virgül)
olarak değiştirmeniz gerekmektedir.

I don't receive my payments

If you have not received your payment, we kindly ask you to send an e-mail to destek@payu.com.tr. You will be informed after we receive your e-mail.

Where can I learn my commission rates?

You can view your commission rates on the PayU Administrator Panel. You can login to the panel by clicking here.

Once logged in, you can view your rates from the ‘Financial Management’ step under the ‘Account Management’ menu.

How can I get support for integration?

Technical integration documentation and sample codes can be found on the Developers page.

For your other questions about the integration, you can get support by sending an e-mail to destek@payu.com.tr. Our technical unit will review your request and will respond shortly.

How do I change my e-mail address?

To change your primary e-mail address, you need to send us a petition letter written, signed and stamped by your company by postage.

Once we have received your request, we will make the necessary changes.

To add new users, you need to access the PayU Administrator Panel. You can login to the panel by clicking here.

 

Dilekçe örneğini yandaki butona tıklayarak indirebilirsiniz.
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