Popular topics: How it works? Security

Technical issues and support

Where can I check whether all your systems are operational at the moment?

You can check the current status of our systems and past incidents here https://status.fmpay.info/


Why can't I reach the API server?

The most common reason for this error is using IP addresses to connect to the server that are not known to us. If you are a new Merchant or had any recent changes to your servers, please make sure you have shared all relevant IPs with FMPay Tech Support Team. We work with white lists to ensure security and reliability of our services.  If your IP address is whitelisted, check if our services are functional in our status page https://status.fmpay.info/ If that does not help, please reach out to us.


I can't access the back office. Do I have the wrong link?

Before accessing the back office, you need to install a security certificate and make sure you are using the secure https protocol (the link starts with https://) as the regular one will not work.


How do I install a security certificate?

During the technical integration process, you will receive two certificate files with a .p12 extension. Before you can access our back office, you need to install the certificate from the back office folder on your computer. To do this, open the file and enter the certificate password from the one-time link (you will only need to enter the password once, so don't save it). On MacOS, you will need to select your keychain, select the one you normally use. Then follow further steps until completion.


My security certificate is no longer working, what should I do?

Please get in touch with your manager or FMPay Support at [email protected] . To keep our services secure, only the FMPay team can generate a new certificate for you.


I forgot my password to login to my portal, what should I do?

Please contact your manager or our general support team at [email protected] and we will help you to reset your password.


I want to change my password but I can't reset it, what should I do?

For security reasons, only the FMPay support manager can reset the password for you. Please contact your account manager or our general support team at [email protected].


My account is locked after 3 failed login attempts, what should I do?

Your account is locked for security reasons. Please wait for an hour and try again. If you want to speed up this, please get in touch with us at [email protected]. and we'll be able to reset the password for you during our working hours. 


Can I export transactions from the back office?

Yes, please press the 'Export" button below the main content to download transactions, orders and statistics as .csv file. We advice to use advanced filter first to download only those that are relevant to you right now. 



Was this article helpful?

Can’t find what you’re looking for?

Our award-winning customer care team is here for you.

Contact Support