CODE Pay FAQ
Frequently asked questions
Do I have to accept the Terms of Service to use the CODE Pay app?
Yes. All CODE Pay business admins and users must accept the Merchant Terms of Service. You may view the Terms of Service anytime by tapping the avatar icon in the upper right corner. Go to Settings, then tap “Terms of Service.”
Can I download the CODE Pay app without receiving an email link from my bank?
Yes. However, you will not be able to log in and use the CODE Pay app at your business until you receive either an invite from your bank or a text message from Sionic. If from Sionic, we will also send you a temporary password via email.
Why do I need a password and a PIN to log in?
Admins will have two options to log in to the app – either with an email and password or with their Organizational PIN and their User PIN. For employees who use a shared device, they will be assigned a User PIN by the Admin, which they can change later. Logging in with a User PIN provides employees who share devices a quick and secure way to log in.
How do I set my business to accept tips?
Under Business Settings, go to Default Checkout Settings. Toggle Accept Tips to the “on” position for the location you desire. The toggle will illuminate when on. (Tips may be activated by location)
How will I know I’m ready to begin using the CODE Pay app at my business?
We will send you an email and/or text message once your account is ready to accept checkouts.
Are there instructions on how to complete a checkout?
Tap the avatar icon in the upper right corner to go to Settings. Then, tap “Tutorial.” This will take you to a site that will walk you through completing a checkout in the CODE Pay app.
How do I update my profile information?
Tap the avatar icon in the upper right corner to go to Settings. Then, tap “Change Profile Info.” Once updated, tap “Confirm.”
How do I turn biometrics on or off for the app?
Tap the avatar icon in the upper right corner to go to Settings. Then, tap “Security.” You can use the toggle to turn Biometric Unlock on and off.
How do I contact Support if I have an issue?
Tap the avatar icon in the upper right corner to go to Settings. Then, tap “Contact Support.” Enter information and send.
What should I do if I have problems logging in?
First, check your login credentials and then reset your password if necessary. If you are still unable to log in to the CODE Pay app, email us at cp-support@instant-bank-pay.com
What Perk do I have to choose from?
No Perk
Cashback Percentage: Customer receives an instant cashback percentage of their total sale. The cashback percentage should be 2% or higher.
Dollar Discount: Customers will receive an instant discount of a certain dollar amount if the total sale reaches the minimum purchase amount. (For example: “$3 off minimum purchase of $25”.)
Free Product or Service: The Description of the free product or service will be shown to customers previewing your store, along with the required minimum purchase. The item value is not shown in the preview, but is used to calculate a customer’s overall savings.
What is the difference between Business Default Perks versus Customized Perks?
The Business Default Perk applies to all business locations unless the Admin customizes the incentive for the location.
How do I change the Business Default Perk?
You can change the Business Default Perk by clicking “Business Settings” and tapping “Default Business Settings.”
Note: If you change the Business Default Perk, it will change that Perk for all locations using that particular Business Default. If a location is already using a Customized Perk, changing the Business Default Perk will NOT change that location’s Perk.
How do I customize a Perk for a particular location?
On the Admin screen, click the “Add/Edit Location” button. Select the location and scroll down to the bottom of the page. Click the “Customize” tab, where you may set Tips (Yes or No) for that location and/or the incentive for that location. To change the incentive, click on the “Change Incentive” button.
Do you calculate taxes during the checkout process?
No. The sale amount you enter in the CODE Pay app should already include taxes.
How are incentives calculated during a transaction?
When you click the Checkout icon and enter the total sale amount, any qualifying Perk for that purchase will automatically appear on the checkout screen. The discount for that Perk will be deducted from the total sale amount and displayed as the “Total Deposit.”
How do customers get a QR code that the merchant can scan for CODE Pay?
We have provided a QR code to display within your business, preferably before the customer is at the POS. Once customers scan that QR code, they will be taken to a branded microsite to create their user profile and securely link their bank account. This process is complete when they download their Bank Perks Pass to their Google or Apple wallet. You will scan the QR in their Bank Perks Pass to complete a checkout.
Does the CODE Pay app support NFC Tap to Pay?
This feature is currently unavailable but may be available in the future.
How do I add staff as users in CODE Pay?
Use the “Add/Edit Users” button on the Admin page to add your employees. When adding each employee, you may designate whether or not that user will have Administrator permissions. The Administrator role gives the employee access to the Admin icon and all the functionality associated with it.
What if my employees are using a shared device?
When you use the “Add/Edit Users” button on the Admin page to add your employees, you can assign them a PIN to log into the shared device. They can change their PIN later in Settings.
How does an employee do work for one particular location?
When the employee logs in to the CODE Pay app, they may choose which location they wish to log into if there are multiple locations.
How do I add a new location?
Use the “Add/Edit Locations” button on the Admin page to add your new location. Note that locations are grouped by the deposit bank account attached to them. If this new location doesn’t share the existing deposit bank account, please email us at cp-support@instant-bank-pay.com
How do you log in to a different location?
- Users may click on the address in the upper right corner and select a different location.
- Users may go to their Profile settings in the upper right corner and select “Change Location.”
- A user may log out and choose a different location when logging in the next time.
How do I view my previous transactions?
To view previously completed transactions, click the “Transactions” icon on the main screen. If you have the Admin role, you will see all transactions and their details. If you have the Staff role, you will see a list of your transactions only with summary details listed.
Why does a transaction have a “Pending” status?
This payment was made using ACH. Once the transaction has settled, it will be marked as “Completed.”
How am I notified that I have a disputed transaction?
All admin users will be sent a text message notifying them of a disputed transaction that they need to review. Also, a red circle with a number inside it will be displayed on the admin’s app icon as well as the Transactions icon on the main screen.
Where do I see my disputed transactions?
An admin user may click on the Transactions list and use a filter to see the disputed transactions.
What should I do with a disputed transaction?
Admin users should review the dispute reason and investigate it appropriately. The admin can communicate with the payer by clicking on the disputed transaction to send them a message. If a refund is required, the admin may use the “Refund” button to issue a refund. Once the dispute is resolved, use the “Close Dispute” button to ensure that the transaction will no longer be displayed with an active dispute.
How do I issue a partial or full refund?
Admin users may click on any transaction and use the “Refund” button to issue a refund to the payer. On the next screen, you may enter a refund amount. The refund payment will be made directly to the payer’s bank account.
How do I remove myself from the CODE Pay program?
If you no longer wish to receive Pay-by-Bank payments, tap the avatar icon in the upper right corner to go to Settings. Then, tap “Delete My Account.” Before closing your account, you should ensure that all disputed transactions have been resolved and that all pending transactions are completed. Please note that once you delete your account, you will no longer be able to perform Instant Bank Pay checkouts or refund any previous transactions from the CODE Pay app.