FAQ

  • General
  • Getting started
  • PCI Compliance
  • Integrations
  • Direct debits
  • Batch processing
  • Web payments

What is Flo2Cash?

Flo2Cash is a technology company. We're a payments platform specializing in recurring payments – and are integrated with applications to help businesses accept payments, effortlessly.

We power payments for some of the world's leading organisations, banking institutions, and world-renowned not-for-profits.

Our mission is to help businesses accept payments, grow revenues, and thrive in the global economy.

Read more about our story.

Who can use Flo2Cash?

All types of businesses use Flo2Cash to securely process payments. We work with not-for-profits, charitable organizations, banking institutions, unions - as well as startups.

To open an account with Flo2Cash, the business must be a registered legal entity in New Zealand and have an account with a bank in New Zealand.

Note: There are certain businesses which are restricted from using Flo2Cash, as imposed by the Card Networks or our financial regulators. See our Restricted Businesses.

What kinds of payments can I accept with Flo2Cash?

Flo2Cash supports key payment methods across multiple channels.

Here are the most popular payment methods on our platform.

  • Direct debits: Your business debits the customer's bank account directly. At the moment, this is only available for local bank accounts.
  • Credit and debit cards: Accept Visa and MasterCard payments from around the worldwide. American Express, Diners and China Union Pay are approved separately.
  • PoliPay: Account-to-account bank transfers.


We're continuously adding more payment methods such as Apple Pay, Afterpay and GooglePay. If you'd like to recommend a payment method, please tell us about it <here>.

Note: Flo2Cash does not support bitcoin, ethereum, dogecoin or other digital currencies, yet.

How long will it take to get a Flo2Cash account?

Generally, it takes three business days to open an account with Flo2Cash.

Flo2Cash has an important responsibility to protect our merchants and their customers. To do so, we must have a thorough understanding of the industry you're operating in, your business model, trading activity and potential credit risk. This means, we'll need to gather <additional information> about your business and its beneficial owners.

How much does it cost to use Flo2Cash?

Flo2Cash's pricing and fees are based on your transaction volumes, business model and payments setup. Our team will customize and walk you through our pricing recommendation, before you open an account.

Our pricing includes all of our great features and unlimited access to our support team. The transaction fees will be charged on all transaction attempts, authorizations and refunds.

There are no minimum processing amounts and no hidden fees.

How soon will I receive funds after a transaction is processed?

Our settlement schedule depends on a number of factors such as the payment method, industry you're operating in, your trading activity and the risks involved.

The standard settlement schedule is outlined below.

  • Credit/debit cards: Two business days.
  • Direct debits: Four business days.


The estimated settlement dates and settlement details can be found on the Settlements page of the Dashboard. Settlement reports are available for download as well.

Note: Bank processing times may delay settlements. Some banks or financial institutions may take additional days to deposit funds to your bank account.

Do you help with data migration?

Yes. If you need to transfer sensitive payment information to or from another payment processor, or even between Flo2Cash accounts, we can securely handle that process for you. This greatly simplifies your integration’s security and PCI compliance.

Data security is of the upmost importance to us. We follow strict data import and export procedures. If you would like to transfer sensitive data to or from another provider, please contact our support team and we'll assist you every step of the way.

What are your support hours?

Our email support is available between 8.30am to 5.30pm NZST, Monday through Friday.

We aim to respond to your emails within 24 hours.

Unfortunately, we do not have an inbound support phone number at this time. However, you can request a phone call to connect with our support team.

How do I setup a Flo2Cash account?

Please contact our support team. We'll need to get some information about your organization before we can start.

What information do I need to provide?

Charitable organization/Trust

What type of personal identification can I use?

What type of home address document can I use?

Who is an Authorized Person?

An Authorized Person (also known as a 'Beneficial Owner' or 'Effective Controller') is any person that has significant influence over the organization and is able to instruct Flo2Cash.

Charitable oganizations and

How do I certify my documents?

What is Know Your Customer (KYC) and why is it important?

Is there a sandbox environment?

Yes. Please contact our <support team> to request a sandbox account.

The sandbox is a space to test payment processing without using actual card details. With sandbox credentials, you can run sample transactions and test the API fully, before applying for a Flo2Cash account.

Note: Unfortunately, the sandbox does not allow you to explore the Dashboard UI. Our team is working to make this available soon. If you would like to get a sneak-peak of the Dashboard, please contact our support team.

How can I collect direct debits?

You can cancel a direct debit via your merchant dashboard on our website. You can also reach out to us directly on the Contact us page, where during business hours our support team will take immediate action for you.

What’s the process for cancelling a customer’s direct debit payments?

Your customer would need to contact you, their merchant, to cancel their direct debit payment. You would then need to cancel the direct debit payment through the merchant dashboard on our website.

In certain situations, please be aware that your customer could also cancel payments by contacting their bank. If you are facing issues with cancellations, please reach out to the team on the Contact us page.

Can merchants alter their customer’s payment term?

Yes, provided the merchant has been given authority by the customer to do so.

Can multiple direct debits be setup for an individual customer?

Absolutely. A customer may have any number of direct debits. Each direct debit has its own unique number and is treated differently.

What happens if a direct debit fails?

As a merchant, you’ll be notified about unsuccessful direct debits. This happens in two ways: through the Direct Debit Transaction Report, and through the Direct Debit Dishonour and Settlement Report. Depending on the reason of failure, your client is able to reschedule the payment, or you can organise for Flo2Cash to do this for you.

Why is there a cost difference between Flo2Cash’s direct debit solution and the direct debit facility available by banks?


Flo2Cash offers a total direct debit lifecycle management solution – while banks only give you the ability to initiate a direct debit.

Comparing direct debit offerings – banks vs. Flo2Cash

Bank facility

Flo2Cash facility

Direct debit form

Client to design based on template

Included – Customised direct debit form done for client

Recurring direct debit

Client must have software to create a recurring direct debit which would get sent to the bank on the appropriate date

Included – Ability to setup an automated recurring direct debit via the Flo2Cash console or API

Paperless direct debit

Subject to bank approval; client needs to build a solution to track and store T&C acceptance

Included – ability to setup a paperless direct debit online or via telephone

Confirmation letter / email

Client needs to build processes and solution to send direct debit setup confirmation

Included – the direct debit solution is automated to send setup confirmation

Will I receive confirmations and notifications about payment plans?

Yes. Flo2Cash’s direct debit capability means you can generate an email that confirms to your customer that direct debit has been set up, when the first direct debit will take place, and the ongoing frequency of the direct debits.

Merchants that give customers the ability to set up their own direct debit are also sent a notification to inform them that a direct debit authority has come through.

If I upload my batch of transactions, when will transactions be processed?

Your transactions will be processed at midnight the next day. Normally this will be within 24 hours.

How many transactions can I upload at a time?

Large volumes of transactions take longer to upload. We recommend that the upload size does not exceed 500 transactions per file. This will avoid ‘time-out’ issues that can occur if there are a vast number of transactions.

Can I automate the batch uploading process?

You certainly can. Our ABP (Automated Batch Processor) allows you to integrate with your own software / application to automatically upload transactions and retrieve transaction status.

Do file names matter when I upload my batch file?

Not really - the file names don't impact the upload.

Does the batch processor ensure that files are not processed twice?

Any files you upload are processed only once. However, if you accidentally upload the same file twice, you must cancel one of them immediately to avoid double processing.

How do I retrieve the status of processed file?

If you use the merchant dashboard to perform batch-processing, you can download your batch file anytime you like. The downloaded file will contain the status of each transaction.

How easy is web payments integration?

Very! Simply follow our Web Payments Integration Guide. Code samples are available too.

What programming languages are supported by web payments?

Web payments use standard HTTPS POST. Hence, it’s programming language-independent. Any web programming language that can perform an HTTPS POST is supported.

Why do web payments have to redirect my customers to a Flo2Cash hosted page for payment collection?

For risk management, security, and compliance.

Processing via Flo2Cash’s hosted payment page ensures you are Payment Card Industry (PCI) compliant with respect to collecting and processing credit card details online.

For you as a merchant to be PCI compliant, you must make sure that no credit card details are not held by any of your systems. And if credit card information is collected online, it must meet the strictest security standards.

Flo2Cash’s hosted payment pages ensure that all payment details are collected and processed on Flo2Cash’s secure page, so that payment details are transmitted and processed safely.

Do web payments support multi-currency acceptance?

No, Flo2Cash does not support multi-currency acceptance at this stage.

However, if your customer tries to make a payment to you using a foreign currency credit card, the transaction will be processed. You as the merchant will receive the nominated amount in NZ dollars.

Your customer will be charged on their card the amount in his own currency, using the current exchange rates.

For this to happen, your Flo2Cash account must be enabled to accept foreign issued cards.

Which shopping carts are supported by Flo2Cash?

Flo2Cash currently supports:

  • WordPress – eCommerce + WooCommerce
  • Magento
  • OpenCart
  • PrestaShop
  • Drupal 6
  • Drupal 7
  • Joomla

What will my customers see when they pay using web payments?

When the hosted payment page has been added to your website, your customers will first see a page for making online payments using their Visa or MasterCard credit or debit card. (This includes China UnionPay and American Express if requested to be enabled.)

Your customer will then be directed to the secure, hosted payment page to enter their card details. When they press submit, the card details will be sent for processing. A processing payment screen will be displayed while the transaction is being processed.

Once processing is completed, the payment result screen will appear. If the customer provided their email address on the payment page, they’ll receive a thank you email and receipt.

Which transaction reports are available to me?

  • Card Transaction Report: Reports all card transactions processed with a range of available filters.
  • Daily Card Settlement Report (single date): Reports on all settlement values for a given day.
  • Card Settlement Report (date range): Reports on all settlement values for a date range.

Each report is available under 'My reports' in your merchant dashboard. You can also set these reports to be emailed to you regularly.

How do I process a refund?

If your customer paid using recurring card payments, web payments, or invoice payments, you can process a refund.

  1. Log in to your merchant dashboard and go to the card transactions section.
  2. Search for the transaction you want to refund by entering the receipt number or transaction ID in the search box.
  3. Click on the transaction number and enter the required details in the refund box at the bottom of the page.

You will then need to contact Flo2Cash on the Contact us page to request for the refund function to be activated on your account.