Support

Browse our FAQ section to find answer to common questions about Mocopay

Most frequently asked

How does MoCoPay work?

MoCoPay enables your customers to pay for your services using their mobile phone. Mobile payment is immediate, cashless and cardless. Your customers will see the purchase they made on their next phone bill (post-paid SIM card) or the purchase amount will immediately be deduced from their phone (pre-paid SIM card). Mobile operator will pay out the collected revenue to MoCoPay, who will pay your share to you.

Where can I find the technical integration guidance?

MoCoPay provides detailed technical guidance within the Developers section. If you are unable to find the answer to your question or have additional questions, please contact us via support@mocopay.com.

What is MoCoPay?

MoCoPay is an immediate, cashless and cardless payment method available worldwide. MoCoPay enables you to receive payment from your customer through their mobile phone bill.

How do I start using MoCoPay?

To start using MoCoPay you only need to register for a free MoCoPay account and embed MoCoPay payment forms within your service web or app.

We are integrating the billing library, but there is a problem with integration.

If you encounter any difficulty while integrating our system you should:

  • check in our control box if there are any mismatches in parameters you are using
  • download the latest library files (link for download is available in our control box)
  • go through our developers guide again and check whether you took all mandatory steps
  • if nothing above helped you, contact our support team.

General

I am a private person and do not own a company. Can I register for a MoCoPay account?

Basically you can, there is no difference in most countries. If it is regulated by the local law, private persons have to declare earned revenue as their income. For VAT registered companies from Switzerland, the VAT is also added to the payout.

Is subscription based billing available with MoCoPay?

Yes, MoCoPay also supports subscription-based payments. To activate subscription-based billing, send a short note about your plans and countries you are interested in to support@mocopay.com .

How does MoCoPay work?

MoCoPay enables your customers to pay for your services using their mobile phone. Mobile payment is immediate, cashless and cardless. Your customers will see the purchase they made on their next phone bill (post-paid SIM card) or the purchase amount will immediately be deduced from their phone (pre-paid SIM card). Mobile operator will pay out the collected revenue to MoCoPay, who will pay your share to you.

What is MoCoPay?

MoCoPay is an immediate, cashless and cardless payment method available worldwide. MoCoPay enables you to receive payment from your customer through their mobile phone bill.

Why should I use MoCoPay?

MoCoPay enables you to reach 5 billion mobile phone subscribers who can pay for your services. Mobile payments have up to 10x better conversion than credit cards, there are 4x more mobile phones than credit cards, there is no age limit to owning a mobile phone and mobile phones are available in territories that do not monetize well with other methods. Do you need more reasons?

What can I use MoCoPay for?

You can use MoCoPay to monetize numerous services. Most common examples are mobile and online desktop games, music, video and other entertainment products, premium accounts for social networks and dating, audio and video streaming, In-app purchases for digital content, mobile web payments for small web hosting and file storage packages, simple online software and tools, eBooks, ringtones, e-cards, photography etc.

What is Chargeback and what are the reasons for Chargebacks?

Chargeback is the return of funds to the customer. MoCoPay will carefully evaluate every chargeback request and approve funds to be returned to the customer if it is legally binding. Most often, chargeback reasons are country specific cooling-off policies, minor users paying for the service without parents’ consent, etc.

What is Chargeback process and are there any costs?

Chargeback can be made by operator or by MoCoPay support team upon customer’s complaint. All amounts which will be returned to the customer, for your service complaints, will be deducted from your monthly earnings and presented to you on your payout invoice.

Is there any fraud risk and how does MoCoPay prevent it?

MoCoPay implements the highest fraud prevention standards towards both our merchants and their customers. MoCoPay tracks device finger print, controls spending limits, controls payments related to purchase time and frequency, monitors uncommon behavior, analyses payment data for consistency, etc.

What’s the difference between MO and MT billing?

MO and MT billing are two billing methods used by mobile operators. Both MO and MT billing are specific for Premium SMS billing method where customers pay by SMS. On MO billing customer is billed for the SMS they send from their mobile phone, while on MT billing the customer needs to receive a reply SMS from MoCoPay for the billing to be executed.

Taxes & Payouts

What are payout rates and how are they calculated?

Your customers are always billed the amount that includes the local tax (VAT, sales-tax, etc.), but such taxes are typically handled by mobile operators. MoCoPay is sharing revenue from the customer’s price with taxes excluded i.e. the user is billed €10, VAT is €2 and payout percentage is 80%, you as a Merchant will get €6.4 to your bank account. All payout percentages found on countries page represent the end-user price without VAT.

How do I get paid for selling my product using MoCoPay?

MoCoPay pays out your earned revenue to your bank account (wire transfer). At the moment of payment, you will receive an email notification about the received payment. You will also get access to a generated invoice in the control box inside the statistics area.

How can I provide my bank account details for paying out my earnings?

You will be asked to provide your bank account details during the MoCoPay account registration. You can change those details anytime in your MoCoPay account settings.

Is it possible to change my bank account linked with MoCoPay?

Yes, it is possible to change your account details linked with your MoCoPay account anytime. To change your account details, log into the control box and go to your profile page.

Where I can see my revenue?

Once you have your MoCoPay account, you will be able to access an online real time reporting of your collected revenue.

Is MoCoPay withholding any taxes from my payout?

No. MoCoPaypays out your revenue without any additional taxes and withholding.

Which payout options does MoCoPay support?

MoCoPay pays out your earned revenue to your bank account (wire transfer) or PayPal.

In what currency do I get paid?

MoCoPay offers payment in EURO (EUR).

Why is payout cycle different per country?

Payout cycle depends on when mobile operators pay the money to MoCoPay. In most cases, mobile operators pay MoCoPay within 1 to 3 months, while MoCoPay pays his Merchants within 3-5 days from receiving the money from the mobile operator.

How is my payout calculated?

MoCoPay is sharing revenue from the customer price excluded from taxes. I.e. if the user is billed €10, VAT is €2 and payout percentage is 80%, you as a Merchant will get €6.4 to your bank account. All payout percentages found on countries page represent the end-user price without VAT.

Your Mocopay account

How to start using MoCoPay?

To start using MoCoPay you only need to register for a free MoCoPay account and embed MoCoPay payment forms within your service web or app.

Do I need to sign a contract with MoCoPay to start?

No, MoCoPay only requires Merchants to register for a free account and accept Terms and Conditions.

Do I need to sign an NDA?

No, MoCoPay does not require special NDA, only accepting Terms and conditions when registering for account.

How much does it cost to get MoCoPay account?

MoCoPay account is free! There is no setup or monthly cost, it is and will remain free.

How long does it take to integrate with MoCoPay?

Opening a MoCoPayaccount is immediate. In case you want to use any advanced integration options, it will take up to 24hrs, not more.

In how many countries can I use Mocopay?

MoCoPayenables you to receive payments from your customers in 60 countries and expanding. Check coverage for full list.

How can I add new countries and/or services to my MoCoPay account?

To add more countries or services to your MoCoPay account please log-in to the MoCoPay control box and create or edit your service. You can find the complete guide in the Developers Section.

How can I close my MoCoPay account?

You can close your account anytime by contacting MoCoPay support. We will also automatically disable all accounts that will have been inactive for a period longer than 6 months.

Does MoCoPay provide merchant/developer support?

Yes, MoCoPay provides 24/7 support for our merchants and developers. You can contact MoCoPay support anytime, we usually respond within several hours or maximum 24hrs.

Does MoCoPay provide support for my customers?

Yes, MoCoPay provides both helpline and e-mail support for your customers in 20 languages. Mocopay will ensure that your customers receive support regarding the payment process that fully complies with country and operator rules and regulation.

Services

Does MoCoPay prohibit the sale of specific goods and services?

What services and goods can be sold in particular country depends on local laws and regulations. Adult, lotteries, gambling and donation related services are strictly forbidden.

What if my product or service is on the Prohibited List, or I am not sure whether it is?

Contact MoCoPay team who will advise whether your service is acceptable for MoCoPay or how it can be modified to be acceptable.

Why is MoCoPay not available in some countries?

We constantly work on expanding our coverage and most probably that particular country will be connected in the nearest future. You can also drop us a note at support@mocopay.com so that we could prioritize certain countries.

How fast will my service be approved?

New services are approved within 48 hours after submitting the information.

How do I test my service?

To make a real-time test, validate the user experience and billing for your service, we suggest yo use www.simtest.it.

Simtest.it is available worldwide and enables you to make sure your services work correctly in more than 40 countries.

Is it possible to customize MoCoPay payment forms?

Yes it is. By default, MoCoPay enables you set your product image by configuring its URL in the control box during the service setup or by setting it through the API for each purchase. You will find more details on how this can be done within the Developers section. If you need more customization, we can offer you an unlimited number of changes. To do that, contact our support team with a short description about what exactly you need.

Is it possible to have different languages/currencies at checkout?

Yes, Mocopay MoCoPayenables dynamic change of language and currency at checkout, depending on the country where your customer makes the payment. It’s also possible to manually change the language.

Is there any country/phone or IP blocking?

Basically not. However, MoCoPay constantly monitors and makes assessment of different fraud risks and uncommon behaviors. If any country, service, phone or IP would be identified as possible fraud, it will be permanently blocked from using MoCoPay.

The users of my service claim that they have not received a reply message. What should I do?

The most common reason is that the mobile operator will not deliver a reply message in case of unsuccessful payment. If you believe the billing has been successful, first check if the user has sent the message to the right short code and started the message with the right keyword. If everything is alright, then check your service settings – whether the service is still active and the back-end is properly set up. If no problem is found, please contact MoCoPay Support and explain the issue, while including the phone number of the customer with date and time the message was sent.

What causes failed payments?

Most common reason for payment to fail is that the customer has insufficient funds in his prepaid mobile phone SIM card. In this case, the customer should top-up his mobile phone to be able to pay. Another reason that may cause failed payment is that the customer’s mobile phone is disabled for payments by his mobile operator, in which case the customer should contact his mobile operator and ask to be enabled. In rare cases other issues may cause payment to fail, like temporary technical issues, errors in service setup etc. If you suspect of any technical error, please let us know at support@mocopay.com.

API and integration

Where can I find the technical integration guidance?

MoCoPay provides detailed technical guidance within the Developers section. If you are unable to find the answer to your question or have additional questions, please contact us via support@mocopay.com.

Which alphabet can be used in the incoming and reply messages?

Generally all countries native alphabets are used within MoCoPay incoming messages, exceptions from that rule are possible because of mobile operators’ specific restrictions.

What programming languages are supported by the MoCoPay SDK?

All languages are supported. MoCoPay currently offers native libraries for Android apps and Web pages, the rest of programming languages are supported by using cross platform API integration.

What does the checkout look like for my customer?

MoCoPay uses attractive, responsive, HTML5 based payment forms which are presented to the customer before the actual purchase happens. For Android in some countries those forms are presented with native layouts and purchase flows are optimized for the platform. Exact content of the forms is country depended but, for general impression here is a preview of the forms:

Why is the reply-message limited to 120 characters, while the usual SMS is limited to 160?

Mocopay ensures best payment experience worldwide so it’s very important to ensure all language specific characters get displayed properly to your customers. Non-Latin letters used in SMS reply reduce the number of characters in an SMS, and this is the main reason why the limit is set to 120 characters.

We are integrating the billing library, but there is a problem with integration.

If you encounter any difficulty while integrating our system you should:

  • check in our control box if there are any mismatches in parameters you are using
  • download the latest library files (link for download is available in our control box)
  • go through our developers guide again and check whether you took all mandatory steps
  • if nothing above helped you, contact our support team.

Do I need to set up a backend server to manage payments?

It is recommended to use a backend server to handle purchase results more efficiently because of the asynchronous nature of SMS message delivery. Alternatively, you can check your payment outcome by calling verifyPayment towards MoCoPay API server.