Consumer Support

Frequently asked questions

Understanding Your Secure Checkout

Learn how our advanced security features protect your transactions, ensure your personal data is safe, and provide a seamless and secure payment experience.

• I see a charge on my bank statement that I don't recognize.

  

  IoniaPay transactions may appear differently on your bank statement depending on the processor or bank used. Typically, they will include “IoniaPay” followed by the first eight characters of the merchant’s name.

  If you’re unsure about a charge, search your email for a confirmation receipt—either from the merchant or from IoniaPay—which should reflect how the charge appears on your statement.

  If you don’t recognize the transaction, or have any issues with your purchase, we encourage you to contact the merchant directly. If the merchant is unfamiliar, do not hesitate to contact Ionia Support at support@ioniapay.com.

• What communication can I expect to receive regarding my transactions?

  

  When you make a purchase using IoniaPay’s Instant Direct Payments™ (IDP), you’ll receive a transaction confirmation email containing the key details of your purchase.

  If I have a problem with my purchase, who do I contact?

  

  If you experience any issues with your purchase, please contact the merchant directly for assistance in resolving the matter.

  I have tried to resolve the problem with my purchase directly with the merchant, but haven’t been successful. What do I do?

  

  If you’ve been unable to resolve the issue directly with the merchant, please contact the IoniaPay Support Team at support@ioniapay.com, and we’ll be happy to help.

To assist you as quickly as possible, please include the following details, most of which are in your IoniaPay Transaction Confirmation email:

  • Transaction Date: The date the charge occurred.
  • Transaction Amount: The exact amount of the charge.
  • Merchant Name: The name of the business where the charge originated.
  • Reason for Dispute: Provide a clear explanation of why you believe the charge is incorrect (e.g., item not received, duplicate charge, incorrect amount, etc.).

  How long will it take to resolve my dispute?

  

  Dispute resolution times may vary, but it can take up to 30 business days as we work with the merchant to reach a resolution.

  What happens while my dispute is being reviewed?

  

  Our Support Team will review your case by gathering details from you and other relevant sources, while working with the merchant to resolve the dispute. Once a decision is made, we’ll notify you by email.

  If your dispute is approved, a refund will be issued to the card used for the original purchase.

Further Questions? Please don't hesitate to contact IoniaPay Support by emailing us at support@ioniapay.com.