FAQ

Get up and running quickly on our service with these helpful hints

1. Getting Started

How do I Sign up?

Sign up is simple. Just go to our website and apply there. Once you are accepted, we'll send an email with all the relevant details for you to get started. Just follow the links that come with the email and they will guide you on how to download and customize the app. It's easy and you will be ready to accept cards within minutes.

Please note: In order to accept cards through our service you will need to establish both a business and merchant account at either BNTB or HSBC.

Which devices are compatible with Spectropay?
Our service is compatible with hundreds of iPhone and Android devices. A full list can be found on the Spectropay website


Here is a list of some of the more popular devices:

Apple

  • iPod touch (4th and 5th generation)
  • iPhone 5S, iPhone 5C, iPhone 5, iPhone 4S, iPhone 4, iPhone 3GS
  • iPad (2nd, 3rd, 4th generation) and the iPad mini

Android

  • Google Galaxy Nexus, Nexus 4, Nexus 7, Nexus 10
  • HTC: Desire C, Desire S, Desire X, Incredible S, Sensation XE, Sensations XL, One, One S, One X, One Mini
  • LG: 4X HD, Optimus L3 II, Optimus L5, Optimus L5 II, Optimus L7 II
  • Motorola: Moto G, Moto X
  • Samsung: Galaxy S, Galaxy S2, Galaxy S3, Galaxy S3 LTE, Galaxy S3 Mini, Galaxy S4, Galaxy Note, Galaxy Tab 10.1
  • Sony: Xperia S, Xperia T, Xperia Z, Xperia L

The list of compatible devices is continuously updated, so please check our website on a regular basis to what’s new.

Please note:
If you are using a device which is not a phone or does not have a SIM card (e.g. an iPod Touch), you will only be able to take payments when you are connected to a Wifi network.

What pricing plans do you offer?
We offer two pricing plans to suit your business needs – a rent and an own. Renting may be better for those who only need the device for 1 or 2 months out of the year. Ownership is more suited to those who need to accept card payments for 6 or more months out of the year.

The ownership option has a flexible fee structure, which is automatically calculated each month based on the volume of cards for your business. The tiered structure allows the fees to adapt to your needs, because we understand that one set fee does not fit all businesses.

Can I change pricing plans?
Yes. The service adapts to your needs. Just be aware that if you switch plans part-way through a month, all the payments for that month come under the old plan.

How much does it cost to use?
There is a one-time set-up of $60 for all accounts. If you would like to rent the device there is a $25 monthly fee. If you wish to buy, the monthly fee is $17 and the cost of the device is $80. Transaction fees will vary depending on which plan you chose and range from 0.75% to 0.55%. Find out more at Pricing.

How do I cancel my service?
If you’d like to cancel your account, just contact us via email at This email address is being protected from spambots. You need JavaScript enabled to view it.. We require a 30 day notice period to affect the cancellation.

2. Setting Up

How do I download the app?
Once you register for our service we will send you a link to download the app. You can visit the App Store or Google Play and search for Roampay X4.

How do I attach the card reader to my mobile device?
Just insert the device into the earphone jack of your mobile phone or tablet, ensuring that it is pushed all the way down. Now open the app, sign in and you are ready to go. For further information please read the instruction booklet:

Instruction Booklet

Can I print receipts?
The Solution is currently not able to print receipts. It is expected that the app will be able to do so starting in Q4 2014, when compatible printers will be announced.

3. Payments

Which cards can I accept?
You can accept credit or debit cards supported by Visa or MasterCard.

What’s the maximum payment I can take?
The app can accept payments up to $100,000.

How do I take a payment?
For information on how to take payments using Spectropay, please visit our website Spectropay and view the “Payment Process” for an overview or refer to page 3 of the User Guide below

User Guide

Can I process a payment with no connectivity?
Yes. You can process a transaction offline. Offline transactions are performed the same as online transactions except they are not authorized by the processor and are stored for future upload. For information on how to process offline, refer to page 7 of the User Guide below

User Guide

How long do payments take to reach my bank?
Payments will appear in your bank account within two business days.

Can I take payments over the phone?
Yes. These are called Card Not Present payments, or CNP. This is a good way to take deposits, or take payments when you work from home. For more details, please read page 3 and refer to figure 6 on page 4 of the user guide below.

User Guide

Can I make a refund?
Yes. You can refund a payment within the Romapay X4 app. See page 10 of the User Guide for more details

User Guide

Can I cancel or void a payment after it’s gone through?
Yes. You can cancel or void a payment using the app. See page 10 of the User Guide for more details

User Guide

Does the customer need to sign?
Signature capture is mandatory whenever a customer presents a card for payment in person. These are called card present transactions. Collecting customer signatures is one step in protecting the merchant in case there is a dispute or chargeback.

What is a Chargeback?
Chargeback is the term used when a customer disputes a charge on her credit card bill. Generally, chargebacks will happen for one of several reasons:

  • A clerical error, such as a customer being double-billed or being billed for an incorrect amount
  • Customer dissatisfaction, such as not receiving a product or receiving a product different than what was paid for
  • A customer not recognizing a purchase, especially if the merchant name that appears on her bill differs from the actual name of the store
  • Fraud — when a customer claims she did not authorize a purchase or a purchase was made as a result of identity theft

Once a customer initiates a chargeback, the issuing bank sends the transaction in question back to the merchant's acquiring bank — effectively reversing the sale. The cardholder's account is credited for the amount of the transaction, and the merchant's account has the funds from the sale in question withheld until the matter is resolved.

Please note that there is a fee associated with the chargeback process which is borne by the merchant, regardless of whether or not they win the dispute.

What steps can I take to prevent a Chargeback?
For Point of Sale (Card Present) Transactions:

  • Verify that the purchaser is the genuine cardholder by requesting proof of ID
  • Obtain an authorization for every transaction
  • Do not complete any transaction if the authorization request was declined
  • Get the cardholder’s signature
  • Enter each transaction into the point‐of‐sale terminal only once
  • Communicate merchandise return, refund, and/or service cancellation policies to the cardholder at the time of the transaction
  • Void all incorrect sale receipts and make sure that transactions are processed only once

Please note that although obtaining authorization for a transaction is an important step, by itself it does not prevent a chargeback. An authorization does not confirm that the person providing the card number is the legitimate cardholder. The risk remains that the person providing the credit card number has either stolen or improperly obtained the card. If you sell goods to a purchaser who is not the genuine cardholder, you may be liable for a chargeback. At all times, the onus is on the merchant to verify the purchaser is the genuine cardholder.

For Card Not Present Transactions:
Inform customers about the status of their transactions.

  • If the item(s) or services(s) ordered by the cardholder will be delayed, inform the cardholder in writing of the delay and the expected date of delivery or service.
  • If the item ordered by the cardholder is out of stock, or not available and delivery will be delayed, inform the cardholder in writing. Also, give the cardholder the option to purchase a similar item or cancel the transaction
  • Ship the item(s) before depositing the transaction


Please read the following for further information:

 

4. My Account

Can I see all my previous payments?
Yes. You can see all your transactions any time on our online transaction management portal at www.my.roamdata.com. Here you can search, view, and produce reports on any payments you’ve taken through your mobile device. You can also make refunds, reprint and customize your receipts. See page 17 of the User Guide for more details

User Guide

I’ve forgotten the password for my account
Simply click the ‘Forgot Password’ link on the app log-in screen and an email will be sent to you to reset your details.

5. Miscellaneous

What if I delete the app?
If you have deleted the app just download it again and re-enter your user name and password. Please note that with the current version of the app you will need to re-enter your inventory items as these are stored separately on each device. In future versions of the app inventory will be cloud based and linked to your account so it is available to all your devices once you log-in.

Can I process transactions abroad?
The Spectropay service should only be used in Bermuda and not whilst travelling abroad. However, it can be used to take card payments from customers over the phone and who are not physically present in Bermuda. For more details, please read page 3 and refer to figure 6 on page 4 of the User Guide.

User Guide

6. Security

Is Spectropay secure?
The Spectropay service is backed by Roam and its parent Ingenico, one of the most trusted and leading mobile point of sale providers worldwide. Cardholder data is never stored on the mobile device and is encrypted upon swiping. ROAM is a Level 1 Certified Service Provider meeting all of the standards defined in PCI DSS V 2.0. Their secure gateway provides customers with end-to-end encryption of all sensitive card data.

There are also application‐based security features including user authentication and automatic time out.

My device has been lost or stolen.
There is no need to worry if your device is lost or stolen as no transaction details are stored on the mobile device. Please contact us as soon as possible so that we can provide you with a replacement device. Then simply download the app, enter your username / password, attach the new card reader and you are back in business. Please note that with the current version of the app you will need to re-enter your inventory items as these are stored separately on each device.

How do you handle personal data?
All the details on the storage and management of personal data can be found in the following Privacy Policy.

Who do I call for help?
If you cannot find what you’re looking for in our FAQs, please contact us and we would be more than happy to answer any questions that you may have about our service.

If you encounter any problems with either the app or the mobile card reader, you should contact Spectropay in the first instance. Your local bank is not responsible for these aspects of the service.