Support
Contact support
To contact our support teams, please reach out using support@stancer.com or log in to your Client Dashboard and consult the “Help” page.
FAQ
- How long do your teams take to respond? The timeframe for resolution depends on the complexity of your situation; we will do everything we can to resolve your problem as quickly as possible as soon as it is referred to us.
We use all the necessary means to ensure the availability and quality of our services for you. To improve the quality of our services and to provide you with even more tools for your business activity, our teams occasionally perform maintenance on our services. This may cause our services to be temporarily unavailable.
You can see the current service status here: https://status.stancer.com/
The following sections will help you to identify the cause of your problem and to solve it more quickly.
API
Several reasons can explain why you are unable to accept payments from your customers. Here are some problems that are frequently encountered by our merchants:
Have you used the right (production) keys? Please ensure that you have updated your test keys with your production keys. By convention, our production keys start with the characters
sprod_andpprod_.Is the API response code 500? When the API returns code 500, this means that it is unavailable and cannot process your request. Our teams will make every effort to restore our services as soon as possible. It is then not necessary to raise a ticket with our support teams.
With the exception of code 500, the other API codes state that your request cannot be handled by the Stancer API as it does not meet our technical specifications. We therefore request that you consult the technical documentation, in order to identify the precise cause of your problem.
Have you updated your documents following one of our requests? On account of our regulatory obligations, we can suspend access to our services if supporting documents are not updated. We ask you to be attentive when our teams contact you to request that you update supporting documents.
Are we carrying out maintenance on our services? We schedule periods of maintenance during the year in order to improve our offering and your experience. During these periods, our services may be unavailable.
If none of these cases apply, we may be encountering technical problems. Our teams will inform you as soon as possible concerning the status of our services and when they will be restored.
Terminal
Network connection
Your terminal must have a network connection in order to be able to execute your customers' transactions. We provide a SIM card for this purpose.
If the location of your establishment does not allow for a sufficient connection via the SIM card, you can use the terminal's WiFi functionality in order to use the terminal. To do this, contact technical support at the number indicated on the sticker on the terminal so that they can help you with the WiFi settings.
Technical assistance
We have set up a dedicated telephone hotline so that you can take the first technical steps quickly and in order to provide technical assistance with the use of payment terminals. The telephone number for the support service, which is shown on the sticker affixed to the terminal provided to you, is 01 57 97 99 44.
Replacement Terminals
We guarantee that, if there is a problem or incident, a replacement payment terminal will be provided to you within less than 24 hours. A terminal will then be delivered to you directly at your establishment, and the defective terminal will be taken away for analysis and repair. To initiate the process for a potential replacement, please contact the Stancer support hotline and we will guide you through the procedure. Please note that the replacement of the payment terminal provided to you may cause fees to be applied, as specified in our Pricing & Fees.
FAQ
My payment terminal is not working: what should I do? Contact the dedicated hotline at the number shown on the sticker affixed to the terminal.
Have you updated your documents following one of our requests? On account of our regulatory obligations, we can suspend access to our services if supporting documents are not updated. We ask you to be attentive when our teams contact you to request that you update supporting documents.
Are we carrying out maintenance on our services? We schedule periods of maintenance during the year to improve our offering and your user experience. During these periods, our services may be unavailable. If none of these situations apply, we may be encountering technical problems. Consult the e-mail address used, in order to be kept apprised by our technical teams or follow our Twitter account for updates on the restoration of our services.
I have damaged my terminal: what should I do? Contact the dedicated hotline at the number shown on the sticker affixed to the terminal to initiate the dispatch of a new payment terminal.
I cannot see the transactions in my Client Dashboard: what should I do? Consult the “Help” page in your Client Dashboard if you wish to raise a ticket, so that our teams can study your problem.
I have not received my terminal: what should I do? Log in to your Client Dashboard for updates on the status of your order.