---
title: "Fynex Knowledge Base"
description: "Answers for using Fynex — getting verified, taking payments, splitting revenue, paying out, and fixing common problems."
url: "/docs"
---

# Fynex Knowledge Base

Answers for using Fynex — getting verified, taking payments, splitting revenue, paying out, and fixing common problems.

## Getting started

Open an account, get your business verified, and take your first payment.

- [How do I create a Fynex account?](/docs/getting-started/how-do-i-create-a-fynex-account/) — Sign up with your email or Google, verify your email, tell us about your business, then verify it to go live.
- [How long does business verification take?](/docs/getting-started/how-long-does-business-verification-take/) — The submission takes a few minutes. Review usually takes 1–2 business days, and we notify you when it's done.
- [I'm not receiving my verification code — what do I do?](/docs/getting-started/im-not-receiving-my-verification-code/) — Check your spam folder and that you used the right email, wait a moment, then request a new code. Codes expire and are single-use.
- [What documents do I need to verify my business?](/docs/getting-started/what-documents-do-i-need-to-verify-my-business/) — You provide company registration details, upload business documents, and verify the people who own or control the business. The exact list depends on your business type and country.
- [Why was my verification rejected — and what can I do?](/docs/getting-started/why-was-my-verification-rejected/) — Most rejections can be fixed and resubmitted — a Try again button appears when you can retry. Fix the flagged issue (usually a document photo or a detail mismatch) and submit again.
- [How do I switch from test to live?](/docs/getting-started/how-do-i-switch-from-test-to-live/) — Live payments switch on once your business verification is approved. If you've been approved but still can't take a live payment, it's usually a setup step — here's what to check.
- [How do I test payments before going live?](/docs/getting-started/how-do-i-test-payments-before-going-live/) — Use test mode to run a full payment with test card details — including split payments and refunds — and see exactly what your customer sees, without moving real money.
- [What can I do while verification is pending?](/docs/getting-started/what-can-i-do-while-verification-is-pending/) — Plenty. In test mode you can build payment links, set up split rules, and run test payments — so you're fully set up the moment you're approved. Only live payments wait for verification.

## Accepting payments

Payment links, checkout, subscriptions, promo codes, and refunds.

- [How do I add a payment link to my website or send it as a QR code?](/docs/accepting-payments/how-do-i-add-a-payment-link-to-my-website-or-send-it-as-a-qr-code/) — Every payment link comes with an embed snippet and a QR code. Paste the snippet into your site, or share the QR code to take payment in person or in print.
- [How do I create and send a payment link?](/docs/accepting-payments/how-do-i-create-and-send-a-payment-link/) — Create a payment link in the dashboard, set the amount and currency, and share it by email or as a link. Your customer pays on a hosted page — no code required.
- [Which payment methods and currencies can my customers use?](/docs/accepting-payments/which-payment-methods-and-currencies-can-my-customers-use/) — Cards with 3-D Secure, Apple Pay and Google Pay, plus popular local methods across Europe. Charge in GBP, USD, EUR and other European currencies depending on your account.
- [Why did my customer's payment fail?](/docs/accepting-payments/why-did-my-customers-payment-fail/) — Most failed payments are the customer's bank declining the card, a 3-D Secure check that wasn't completed, or an expired checkout. Here's what each means and what to try.
- [How do free trials work?](/docs/accepting-payments/how-do-free-trials-work/) — Add a free trial of up to 90 days to a subscription. The customer saves a card upfront, gets a reminder before it ends, and is charged when the trial finishes — or the subscription auto-cancels.
- [How do I charge a returning customer without re-entering card details?](/docs/accepting-payments/how-do-i-charge-a-returning-customer-without-re-entering-card-details/) — When a customer saves their card, you can charge it again later without them re-entering anything — for repeat orders or subscriptions. Saved-card charging needs the right processing setup, which support enables.
- [How do I customize the checkout page?](/docs/accepting-payments/how-do-i-customize-the-checkout-page/) — Build a checkout design in the dashboard, then activate it so your payment pages carry your branding. You can create several designs, clone one to start a new version, and switch the active one.
- [How do I refund a payment — fully or partially?](/docs/accepting-payments/how-do-i-refund-a-payment-fully-or-partially/) — Open the payment and issue a full or partial refund. Refunds go back to the original card in the original currency, and can take a short while because they process after the payment settles.
- [How do promo codes work — and why was one declined?](/docs/accepting-payments/how-do-promo-codes-work-and-why-was-one-declined/) — Create promo codes to discount a payment or subscription. A code is declined when it's expired, out of uses, below the minimum order, wrong currency, first-time-only, or already used by that customer.
- [How do subscriptions and recurring billing work?](/docs/accepting-payments/how-do-subscriptions-and-recurring-billing-work/) — Set up a subscription to charge a customer automatically — monthly, or as annual instalments over 12 months. Failed charges are retried, and each charge is recorded against the customer.
- [What's the maximum amount for a single payment?](/docs/accepting-payments/whats-the-maximum-amount-for-a-single-payment/) — A single payment can be up to 50,000 in its currency. For larger totals, split the amount across payments or take a deposit plus a balance.
- [What is a virtual IBAN and how do customers pay by bank transfer?](/docs/accepting-payments/what-is-a-virtual-iban-and-how-do-customers-pay-by-bank-transfer/) — A virtual IBAN is a dedicated bank account number you can give a customer so they pay you by transfer, with no card. Fynex matches the incoming transfer to you automatically.
- [Why is a payment marked "compliance review"?](/docs/accepting-payments/why-is-a-payment-marked-compliance-review/) — A routine automated check paused the payment before it completed. Most clear on their own. There's nothing to change on your side; contact support if one stays in review.

## Split payments

Divide one payment across sellers and partners — for platforms and marketplaces.

- [How do I add a payee — and what verification do they need?](/docs/split-payments/how-do-i-add-a-payee-and-what-verification-do-they-need/) — Add a payee in the Payees section and give them a role. Each payee is verified individually before their first payout — the same kind of check your own business went through.
- [How do split payments work?](/docs/split-payments/how-do-split-payments-work/) — One incoming payment is divided automatically between the parties you choose — seller, platform, and Fynex — using a rule you set once. Splits can be percentages, fixed amounts, or a mix.
- [How do I create a split rule?](/docs/split-payments/how-do-i-create-a-split-rule/) — Create a split rule in the Split rules section, choose the payees and how much each gets, and activate it. You can preview a split before it goes live, schedule it, and clone an existing rule.
- [What are wallets and how does money move between them?](/docs/split-payments/what-are-wallets-and-how-does-money-move-between-them/) — A wallet is a balance inside Fynex, held per currency. Payments and splits move money into wallets; payouts move it out to a real bank account. Every movement is recorded, so balances always reconcile.
- [What happens when a split doesn't add up?](/docs/split-payments/what-happens-when-a-split-doesnt-add-up/) — You decide in advance. If the shares would total more than the payment, Fynex can cap by priority, scale everyone down, or fail the split. Any leftover goes to your main or a remainder wallet.
- [How do I preview a split before going live?](/docs/split-payments/how-do-i-preview-a-split-before-going-live/) — Use the preview on a split rule to see exactly how a sample payment would divide, and run a test payment in test mode to watch a real split happen — before any real money is involved.
- [How do my sellers withdraw their money?](/docs/split-payments/how-do-my-sellers-withdraw-their-money/) — Each payee has their own wallet that fills from splits. Once they've added and verified a bank account, their balance can be paid out to it — on your schedule or on request.

## Payouts

Pay money out: bank accounts, approvals, timing, and settlement statements.

- [How do I add a bank account for payouts?](/docs/payouts/how-do-i-add-a-bank-account-for-payouts/) — Add a payout account with its IBAN in the dashboard. Every new bank destination is reviewed once before its first use, as a security check against fraud.
- [Why did my payout fail?](/docs/payouts/why-did-my-payout-fail/) — A failed payout means the money didn't leave and is back in your balance. The usual causes are the bank rejecting it, a funding issue, or not enough available balance. Here's each one.
- [Why is my new payout account "pending approval"?](/docs/payouts/why-is-my-new-payout-account-pending-approval/) — Every new payout bank account is reviewed once before its first use, to make sure money only goes to accounts you genuinely added. It's a one-time check per account.
- [Why is my payout pending or on hold?](/docs/payouts/why-is-my-payout-pending-or-on-hold/) — A payout can be waiting for three different reasons — approval by a teammate, a compliance review, or normal bank processing. Here's how to tell which one, and what to do.
- [When will the money reach my bank account?](/docs/payouts/when-will-the-money-reach-my-bank-account/) — Once a payout is approved and sent, it moves to processing and then completes when the bank has the money. Timing depends on the rail and the receiving bank, so we don't quote a fixed arrival time.
- [Which currencies can I pay out in?](/docs/payouts/which-currencies-can-i-pay-out-in/) — Fynex pays out in EUR, GBP, and USD. EUR goes over SEPA; GBP and USD go cross-border. Every payout account needs an IBAN. You can still collect payments in more currencies than you can pay out in.
- [Why do I need 2FA or a passkey to approve a payout?](/docs/payouts/why-do-i-need-2fa-or-a-passkey-to-approve-a-payout/) — Approving a payout releases real money, so it needs a second factor — a 2FA code or a passkey. The approval is tied to that exact amount and destination, so it can't be altered afterward.
- [What is a settlement statement and how do I read it?](/docs/payouts/what-is-a-settlement-statement-and-how-do-i-read-it/) — A settlement statement summarises the payments settled over a period — gross taken, fees deducted, and net paid to you — per currency, with every payment listed. You can download it as a CSV.

## Troubleshooting

Declines, holds, disputes, and finding out where your money is.

- [I got a chargeback — what happens now?](/docs/troubleshooting/i-got-a-chargeback-what-happens-now/) — A chargeback is a customer's bank reversing a card payment and asking you to justify it. You have a deadline to respond with evidence — miss it and the case is lost by default.
- [Why are my funds on hold?](/docs/troubleshooting/why-are-my-funds-on-hold/) — A hold is always tied to a specific, reviewable reason — a payment risk check, a compliance review, or a new bank account being verified. It's not an arbitrary freeze, and you can always find out where it stands.
- [A payment says "failed" — what do the error codes mean?](/docs/troubleshooting/a-payment-says-failed-what-do-the-error-codes-mean/) — A failed payment is grouped by where it failed — validation, risk, compliance, the customer's bank, or capture. Here's what each group means and who can fix it.
- [How do I respond to a dispute and what evidence helps?](/docs/troubleshooting/how-do-i-respond-to-a-dispute-and-what-evidence-helps/) — Open the dispute, read the reason the bank gave, and respond before the deadline with evidence the charge was valid — proof the customer authorised it and received what they paid for.
- [Why was my payment declined by 3-D Secure?](/docs/troubleshooting/why-was-my-payment-declined-by-3d-secure/) — 3-D Secure is the customer's bank asking them to confirm the payment — a code, a banking-app tap, or a fingerprint. If it's not completed, the payment is declined. The fix is to retry and finish the check.
- [Why does my refund show "pending"?](/docs/troubleshooting/why-does-my-refund-show-pending/) — A refund is pending while it processes. Refunds are handled after the original payment settles, so a refund issued soon after payment waits briefly. After it succeeds, the bank still takes a few days to show it.

## Account & team

Your team and their permissions, security, agreements, and contacting support.

- [How do I contact Fynex support?](/docs/account-and-team/how-do-i-contact-fynex-support/) — Open a support ticket from the Support section of your dashboard. Pick a category, describe the issue, attach screenshots if they help, and track replies in the same place.
- [How do I invite team members and set their permissions?](/docs/account-and-team/how-do-i-invite-team-members-and-set-their-permissions/) — Invite teammates from the Users section and give each one permissions for what they can see and do. Permissions are granular — for example, someone can view payouts without being able to create them.
- [How do I join my company's existing Fynex organization?](/docs/account-and-team/how-do-i-join-my-companys-existing-fynex-organization/) — Sign up with your work email. If it clearly matches an existing organization, you're added automatically; if it's a partial match, an admin approves your request.
- [How do I set up two-factor authentication or a passkey?](/docs/account-and-team/how-do-i-set-up-two-factor-authentication-or-a-passkey/) — Add a second factor in your profile settings — an authenticator app (TOTP) or a passkey. It protects sign-in and is required to approve payouts, since approving one releases real money.
- [Why can't I see certain pages in my dashboard?](/docs/account-and-team/why-cant-i-see-certain-pages-in-my-dashboard/) — The dashboard only shows the sections your permissions cover. If a page is missing, an admin on your account needs to grant you the matching permission.
- [How do agreements and e-signing work?](/docs/account-and-team/how-do-agreements-and-e-signing-work/) — Agreements are documents you sign electronically inside Fynex. You'll find them under Agreements, sign in a few clicks, and track each one's status from sent to completed.
- [How do I change my organization's details?](/docs/account-and-team/how-do-i-change-my-organizations-details/) — Edit your organization's details in Organization settings. Some changes — like your legal name, registration, or ownership — may trigger a re-check to keep your verification current.
- [Where is my money held and how is it protected?](/docs/account-and-team/where-is-my-money-held-and-how-is-it-protected/) — Fynex is an FCA-authorised e-money institution. Your funds are safeguarded — held separately from Fynex's own money in dedicated accounts — so they're protected and can't be used to run the business.

## Developers

The API, webhooks, payment and payout statuses, and error codes.

- [How do I verify Fynex webhook signatures?](/docs/developers/how-do-i-verify-fynex-webhook-signatures/) — Every webhook is signed. Recompute an HMAC-SHA256 of the timestamp and raw body with your signing secret, compare it to the X-Fynex-Signature header, and reject anything older than 5 minutes.
- [Which webhook events does Fynex send?](/docs/developers/which-webhook-events-does-fynex-send/) — Fynex sends events for payments, payment links, subscriptions, promo codes, and business verification. Each has the same envelope, is signed, and retries up to 3 times to allowlisted URLs.
- [How do idempotency keys work?](/docs/developers/how-do-idempotency-keys-work/) — Send a unique idempotency key with a request so a retry can't create a duplicate. Reusing a key returns the original result instead of acting twice — essential for payouts.
- [Payment statuses reference](/docs/developers/payment-statuses-reference/) — The statuses a payment moves through, from created to settled, plus the refund and failure states — with what each one means for your integration.
- [Payout statuses and failure codes reference](/docs/developers/payout-statuses-and-failure-codes-reference/) — The statuses a payout moves through, the approval state, and the failure codes you may receive — each with a customer-safe meaning.
- [How do I test subscriptions with the test clock?](/docs/developers/how-do-i-test-subscriptions-with-the-test-clock/) — A test clock lets you fast-forward time in test mode so you can see a subscription's renewals, trial ending, and dunning without waiting real days.
- [Payment Links API quickstart](/docs/developers/payment-links-api-quickstart/) — Create a payment link over the REST API, share the hosted URL, and receive a webhook when it's paid. Authenticate with your seller account token.

## Integrations

Connect QuickBooks, your bank accounts, Wix, and Monday.com.

- [How do I accept payments on my Wix site?](/docs/integrations/how-do-i-accept-payments-on-my-wix-site/) — Connect Fynex to your Wix site to take payments through your Fynex account. Test it in sandbox first, then switch to live once you're verified and happy with the flow.
- [How do I connect my bank accounts?](/docs/integrations/how-do-i-connect-my-bank-accounts/) — Link your external bank accounts so Fynex can read their balances and transactions into your dashboard. Connecting is read-only — it lets Fynex see the accounts, not move money from them.
- [How does Fynex use my Monday.com data?](/docs/integrations/how-does-fynex-use-my-monday-com-data/) — Connect Monday.com and Fynex reads your boards to tie financial insights to your projects and jobs — so you can see money in the context of the work. It's read-only and sits alongside Monday, not replacing it.
- [How does the QuickBooks connection work — and what syncs?](/docs/integrations/how-does-the-quickbooks-connection-work-and-what-syncs/) — Connect QuickBooks and Fynex reads in your customers, suppliers, invoices, payments, and bills to power your dashboard. It's a one-way read — Fynex doesn't write changes back into QuickBooks.