FAQ

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Frequently Asked Questions...

What is PAYLAX?

Safe and secure (online) buying and selling, cashless payments on the go, easy deposits, subsequent price adjustments and full control over the cash flow! All this - and much more - PAYLAX!

PAYLAX is a digital escrow service that handles your cash payments through a transparent step-by-step process. The money does not flow directly into the account of the beneficiary (seller, service provider or landlord), but into a escrow account with our banking partner. After a successful payment PAYLAX informs the participants about the receipt of money. The beneficiary can then provide its services, such as the shipment of the goods. If the buyer has received the shipment and checked, he releases the money via PAYLAX. The clearance confirmation and the associated irrevocable forwarding of the money to the seller take place in real time. This also enables personal secure and cashless settlements on site. The escrow principle ensures a secure and worry-free payment and protects the parties against fraud.

PAYLAX stands for highest security and transparency in online-based payment transactions.

What is PAYLAX suited for and who can use it?
PAYLAX is particularly suitable for transactions that are concluded between two parties (individuals or companies) on online marketplaces such as eBay-kleinanzeigen classifieds, Erento or AutoScout24. These online marketplaces usually facilitate the contact process and leave the payment processing to the customer. But even if the business is done through other means, you can use PAYLAX to secure your payments.

There are hardly any limits to the loyalty-based payment process. Whether you're buying or selling cars, boats, jewelry, watches, furniture, electronics, or programming a website, PAYLAX will handle your payments on a hassle -free basis. In addition to the pure payment process, you can also use PAYLAX for home deposits or rent. All funds will be securely kept in the escrow account until released.

All legal persons with full legal capacity or legally acting representatives of a company can register.

If you, as a company or platform operator, would like to know more about the possible uses of PAYLAX, please contact us: business@paylax.de

Excluded goods and services

Our payment service provider Mangopay S.A. excludes some goods and services. An exclusion list in English you can find here.

How does PAYLAX work?

Example: You buy a digital camera on eBay-kleinanzeigen classifieds for delivery

1. Agree on PAYLAX and make a escrow payment

You agree with the seller (trustee partner) on the payment via PAYLAX. Afterwards you create a escrow payment into your PAYLAX account and invite the seller to the escrow payment

2. Deposit money (money transfer)

After the seller has joined the escrow payment, you deposit the agreed amount of money by bank transfer or credit card into the escrow account and PAYLAX will inform you and the seller as soon as the receipt of payment has taken place.

3. Release and payment

After receiving and reviewing the digital camera, release the money through your PAYLAX account. You both receive a confirmation of the release in real time and the money is irrevocably forwarded to the seller.

If something is wrong with the digital camera, the money will be kept in escrow until agreement or, in the worst case, until legal clarification. If necessary, the amount of the disbursement can be adjusted by the trustee partners via a price adjustment function before release (e.g. in case of defects in the goods or services).

If picking up the camera on site, you would give the release directly at the time of delivery.

Example: Commissioning of a service

1. Agree on PAYLAX and make a escrow payment

You agree with the service provider (trustee partner) on the payment via PAYLAX. Afterwards you create a escrow payment into your PAYLAX account and invite the business partner to the escrow payment

2. Deposit money (money transfer)

After the service provider has joined the escrow payment, you deposit the agreed amount of money by bank transfer or credit card into the escrow account and PAYLAX will inform you and the service provider as soon as the receipt of payment has taken place.

3. Release and payment

After you have convinced yourself of the provided service, you release the money through your PAYLAX account. You both receive a confirmation of the release in real time and the money is irrevocably forwarded to the service provider.

If something is wrong with the service, the money will be kept in the escrow account until settlement or, in the worst case, legal settlement. If necessary, the amount of the payment can be adjusted via a price adjustment function before release (e.g. in case of deficiencies in the service).

In most cases, however, our customers are quick to agree on the price adjustment.

Example: Leaving a deposit when booking an apartment

1. Agree on PAYLAX and make a escrow payment

You agree with the landlord on the payment via PAYLAX. Afterwards you create a escrow payment into your PAYLAX account and invite the landlord to the escrow payment. Deposit money (money transfer)

After the landlord has joined the escrow payment, you pay the deposit in the escrow account and PAYLAX will inform you and your escrow about the receipt of the money.

3. Release and payment

If the deposit is to be returned, the landlord releases the deposit via his PAYLAX account. You and the landlord will receive a confirmation of the release in real time and the money will be irrevocably transferred back to your account. A price adjustment feature allows the deposit to be reduced in case of damage.

Note: PAYLAX or its affiliates assumes no responsibility for the nature of the goods or the quality of the services and does not interfere with the underlying transaction.

What added value does PAYLAX offer me?

Our mission is to protect you and your trust partner from fraud and to settle the payment securely and fairly for both sides.

Added value for buyers:

The trust-based payment process takes place step by step, thereby preventing you from being left with no money or goods at the end of the day or paying for something that you did not order or commission. With PAYLAX you can be sure that your contract partner endeavors to carry out the basic business quickly and to your satisfaction.

For on-site transactions you do not have to make a detour to your bank to withdraw cash and transport it from A to B - you just pay on delivery quickly and easily with one click.

Added value for sellers

You do not have to take any financial wholesale risk. The buyer or customer pays the agreed price (also partial or partial payments possible) before you send the goods or start the service. Once the money has been entered into the escrow account, the buyer/client won't receive the money without your consent.

PAYLAX increases your respectability and gives the buyer the confidence they need for a quick purchase.

How is PAYLAX different from other payment systems?

PAYLAX combines the security of a trust with the simplicity of an online payment process. By integrating a trust account, we enable

the highest buyer & seller protection

full control over the cash flow

a subsequent price adjustments

the purchases on the spot

the settlements of deposits

Is my money safe with PAYLAX?

Yes, the security of our client funds has the highest priority. Therefore, the funds of all PAYLAX customers are kept safe in a insolvency secured trust account of ING Bank. Manual SEPA transfers are handled by banking accounts of Commerzbank AG.

What does escrow payment actually mean?

When using a escrow (fiduciary) payment procedure, the transfer of funds goes through a third and neutral party (the trustee). This third party ensures that the money is not paid out to the seller or service provider until the goods or services have been handed over and checked and also in the agreed condition. Conversely, the seller is protected from the fact that the buyer makes a chargeback despite delivery of the goods or service. The involvement of a trustee thus increases the orderly settlement of the purchase and the agreed payment and effectively protects against fraud. The escrow settlement is the safest payment method and avoids the financial advance risk for all involved parties.

In which countries can I use PAYLAX?

PAYLAX can be used internationally. The only requirement is that the user must be resident in one of the following countries. In order to withdraw funds, his bank account must also be held at a bank in one of the following countries.

PAYLAX may make payments in the following countries:

  • Andorra
  • Argentina
  • Armenia
  • Australia
  • Austria
  • Azerbaijan
  • Belgium
  • Benin
  • Bhutan
  • Bonaire, Sint Eustatius and Saba
  • Brazil
  • Brunei Darussalam
  • Bulgaria
  • Burkina Faso
  • Cameroon
  • Canada
  • Chile
  • China
  • Cocos (Keeling) Islands
  • Comoros
  • Congo, the Democratic Republic of the
  • Cook Islands
  • Costa Rica
  • Croatia
  • Curaçao
  • Cyprus
  • Czech Republic
  • Denmark
  • Djibouti
  • Dominica
  • Dominican Republic
  • El Salvador
  • Estonia
  • Falkland Islands (Malvinas)
  • Faroe Islands
  • Fiji
  • Finland
  • France
  • French Guiana
  • Georgia
  • Germany
  • Gibraltar
  • Greece
  • Greenland
  • Guadeloupe
  • Holy See (Vatican City State)
  • Honduras
  • Hong Kong
  • Hungary
  • Iceland
  • India
  • Ireland
  • Isle of Man
  • Israel
  • Italy
  • Jamaica
  • Japan
  • Jordan
  • Kenya
  • Kiribati
  • Korea, Republic of
  • Latvia
  • Lesotho
  • Liechtenstein
  • Lithuania
  • Luxembourg
  • Macedonia, the Former Yugoslav Republic of
  • Madagascar
  • Malawi
  • Malaysia
  • Malta
  • Martinique
  • Mauritius
  • Mayotte
  • Mexico
  • Moldova, Republic of
  • Monaco
  • Morocco
  • Netherlands
  • New Caledonia
  • New Zealand
  • Norway
  • Oman
  • Palestine, State of
  • Paraguay
  • Peru
  • Philippines
  • Poland
  • Portugal
  • Puerto Rico
  • Qatar
  • Réunion
  • Romania
  • Rwanda
  • Saint Barthélemy
  • Saint Martin (French part)
  • Saint Pierre and Miquelon
  • San Marino
  • Saudi Arabia
  • Singapore
  • Slovakia
  • Slovenia
  • Solomon Islands
  • South Africa
  • Spain
  • Swaziland
  • Sweden
  • Switzerland
  • Taiwan, Province of China
  • Tanzania, United Republic of
  • Thailand
  • Togo
  • Turkey
  • United Arab Emirates
  • United Kingdom
  • United States
  • Uruguay
  • Viet Nam
  • Virgin Islands, U.S.

Please note that persons or companies domiciled or located outside the EU or Switzerland can only make and join escrow payments if the business partner is from the EU and pays the escrow fee.

In which currency are the escrow payments processed?

All deposits and withdrawals can be processed at PAYLAX in EUR, USD, CHF, CAD, GBP and AUD. If you wish to create a transaction in another currency please contact us via info@paylax.de. Please click here to get to our prices.

Do I have to register to use PAYLAX?

Yes, to use PAYLAX you need to register and create a PAYLAX account. The registration is free and done in less than 30 seconds.

All legal persons with full legal capacity or legally acting representatives of a company can register.

Sign up now for free

How is the identification done?

When identifying, we need a copy or a photo of your identity card (front and back) or your passport.

If you identify with your smartphone, you can take a photo of your ID or passport directly from the smartphone camera.

If you do not have ID data at hand, you can skip the identification step and upload your ID card later in your PAYLAX account.

We recommend to do the identification by smartphone and to photograph the ID directly with the camera.

Business Customers

Business Customers must send additional documents. Which documents we need depends on the legal form of your company.

  • Freelancers and soletraders: Business license or registration proof (max. 3 months old)
  • NGOs: Registration proof (max. 3 months old) and articles of association
  • Capital- and Private Companies: Registration proof (max. 3 months old), articles of association and information on the beneficial owners.

The documents can be processed if provided in the following languages: German, English, French, Spanish, Italian, Portuguese, Dutch.

Why does PAYLAX need my ID data?

On one hand we want to guarantee you and all other users the highest level of security. This assumes that we know and have verified the persons and companies that use PAYLAX for payment processing.

On the other hand, we are obliged to comply with all relevant laws and regulations under EC Directive 2005/60 / EC on money laundering.

Only when your identity has been successfully verified, you will be able to transfer money from your PAYLAX-Wallet to your bank account.

How do I create a escrow payment?

To create an escrow payment, you must be logged in to your PAYLAX account. There you have the possibility to create a new escrow payment via the button "Create Escrow Payment".

The first thing you have to do is specify whether you want to send or request money when making the trust payment. Then select a transaction type. Depending on the type of transaction you chose (goods, services or deposit), the escrow process adapts to your needs. Once you have entered and saved the details of the transaction, you can then invite your esrow partner by email, text message or WhatsApp.

How do I invite my trustee partner to a escrow payment?

After you have created a escrow payment, you can immediately invite your business partner to the escrow payment. You can decide whether to send him a PAYLAX link by e-mail or by smartphone SMS or WhatsApp to the escrow payment.

How can I join a escrow payment?

If you have received an invitation by email, text message or WhatsApp, the link will take you directly to the detail view of the escrow payment. Do not worry, you will not automatically join the escrow payment by clicking on the link. You can carefully review the details of the escrow payment before you join.

What forms of payment are available at PAYLAX?

The following payment methods are available to the payer:

Credit Card VISA & MasterCard

3DSecure must be activated for the credit card. Can be used for payments up to 2.500.

PAYLAX-Credit

If you have received money from a sale or a price adjustment, you can use this credit to pay. There is no limit for this payment method.

Manual bank transfer

Please note that the amount and reference of the manual bank transfer are correct, otherwise your transfer cannot be assigned and there will be a delay. There is no limit for this payment method.

Instant Transfer by Klarna

For this payment method, you need a bank account in Germany, Netherlands, Belgium, Austria, Switzerland, Spain or Italy with online access. Can be used for payments of up to 2.500.

What is the maximum allowed transaction limit for PAYLAX payments?

In general there is no transaction limit. However, per default we only allow transactions up to 250.000€. If you wish to increase this limit write us an email to service@paylax.de.

What is 3DSecure?

3DSecure is a security mechanism used by credit card companies to prevent the misuse of your credit card in the event of loss or theft. 3DSecure is active at most banks. If this is not the case, please contact your bank or publisher of your credit card to activate 3DSecure. Often the activation is also possible via your online banking portal.

Can I deposit or withdraw via transferwise.com?

Deposits via transferwise.com are possible. Withdrawals can be made to multi-currency accounts at transferwise.
Important: Please make sure that you use the correct IBAN for the respective currency when withdrawing funds!

How do I release a escrow payment?

If the goods or services have been delivered or accomplished as agreed, you are obliged under the terms and conditions to immediately release the escrow payment. Please go to the detailed view of your escrow payment and click on the button "release money".

You and your trust partner will be informed directly about the release and completion of the trust payment.

How do I make a price adjustment?

Price adjustments can only be made by the seller, service provider or landlord. A price adjustment can be made in the detail view of the escrow payment. The new price may not be higher than the original price. After you have made the price adjustment, your business partner will be informed and can agree to the price adjustment or reject it.

How can I accept or reject a price adjustment?

If your business partner has sent you a price adjustment, you can accept the new price and thus conclude the escrow payment or refuse the price adjustment and leave the escrow payment open.

You can accept or reject the price adjustment by following the link in the info mail or by viewing the appropriate escrow payment in your PAYLAX account.

How can I cancel a escrow payment?

Both sides can cancel the transaction before receiving the money on the escrow account.

After the money has been entered into the escrow account, cancellation requests can only be made by the recipient of a trust payment. An abort request can be made in the detail view of the trust payment.

Attention! Cancellations can not be canceled themselves. The money will be returned directly to the sender of the money after a cancellation.

Note: A deposit process can not be canceled. A cancellation is basically the same as the release of the deposit.

As a seller, how do I start the automatic payout period?

If you have shipped the goods or performed the service properly, you can specify this in your PAYLAX account in the detailed view of the escrow payment. As soon as you have clicked on the "Sent goods" or "Service provided" button, the automatic payout period starts. The default payout period is 10 days, but can be adjusted when creating the escrow payment.
After this period has expired, the money is automatically forwarded to the seller or service provider. The buyer can object to the payment by clicking the "Report problem" or "Stop automatic payment" button in the detailed view of the trustee payment within the time limit in his PAYLAX account.
After the automatic payment has been stopped, the money will only be forwarded when the buyer releases the money or the buyer accepts a price adjustment or cancellation of the trustee payment.

How can I send a message to my business partner?

You can send messages to your escrow via your PAYLAX account in the detail view of the escrow payments.

What happens if the buyer does not release the money?

Don't worry - the buyer will not get the deposited money without your consent.
If you have shipped the goods or provided the service and the buyer does not release the money, you can start the automatic payout period.
If the automatic payout is stopped by the buyer, the money will only be forwarded when the buyer releases the money, accepts a price adjustment or a cancellation of the escrow payment.
If no agreement is reached with the buyer, the money remains safely in the escrow account until a legal decision is made, as PAYLAX does not interfere with the underlying transaction. This protects you as a seller against fraud through non-payment and reduces your advance payment risk.
The willingness to handle the payment via an escrow service alone underlines the seriousness and integrity of the parties involved.

What happens if the seller does not deliver or if the product/service has defects?

If something is wrong with the goods or services or if you have not received any delivery, please contact the seller or service provider directly. You can use your PAYLAX account to report a problem and send a message to your business partner. Please go to the detail view of the escrow payment and describe the problem or the defect.

The money will be kept in the escrow account until an agreement has been reached. Our price adjustment feature may help you to achieve a faster agreement.

Note: PAYLAX takes no sides and does not interfere in the underlying transaction or the contractual relationship.

I don't receive any emails from PAYLAX - why?

If your spam filter rules are set too strict, emails may get stuck in your spam folder. Check your SPAM folder regularly or add PAYLAX to your address book so you will not miss an email.

Otherwise, write to us: service@paylax.de

Where can I find an overview of my escrow payments?

An overview of your current and completed escrow payments can be found on the homepage of your PAYLAX account. In the detail view, you can call up the current status of the escrow payments at any time and send a message to your contract partner.

Where can I change my personal information?

You can view and change your data in your PAYLAX account under "Profile" at any time.

How can I withdraw my PAYLAX balance?

You can withdraw your PAYLAX credit at any time. Please open the menu and click on 'Bank & Wallet'. You can decide how much of your balance you would like to withdraw.

All withdrawals are free of charge and are made in the currency in which the escrow payment was created. Please note that the verification of your data must be completed for a withdrawal.

Where can I enter my bank account details?

You can enter your bank details in your profile and change them anytime.

I forgot my password - what now?

You can reset your password by clicking on "Forgot password?" when logging in and entering your e-mail address with which you have registered with PAYLAX. You will then receive an email with a link that leads you to a page where you can assign yourself a new password.

My PAYLAX account was hacked - what should I do?

Change your password immediately and let us know by email about the incident.

Please send your email to: service@paylax.de

How can I delete my PAYLAX account?

Please write us a message to service@paylax.de from the email address with which you have registered, indicating that we should delete the account. Please note that it may take up to seven business days for the account to be deleted.

Your account can only be deleted once all your escrow payments have been completed and your PAYLAX balance has been paid. If you have ongoing escrow payments, these must be terminated first.