Frequently Asked Questions

The application process typically takes 3-5 business days from submission to approval, provided all required documentation is submitted correctly. Our dedicated onboarding team works efficiently to review applications and get you set up as quickly as possible. For institutional clients, the timeline may vary based on complexity and specific requirements.

Required documents typically include: certificate of incorporation, memorandum and articles of association, proof of company address, identification documents for all directors and beneficial owners, bank account details, and business plan or financial projections. Additional documentation may be required depending on your business type, industry, and jurisdiction. Our onboarding team will guide you through the specific requirements for your business.

Yes, we accept applications from businesses registered in many countries around the world. We have extensive experience serving international clients and can support businesses across Europe, North America, Asia-Pacific, and other regions. The application process and required documentation may vary slightly based on your jurisdiction. Contact our team for specific guidance on your country of registration.

Our Business plan is designed for growing businesses with no minimum monthly volume requirement. For our Corporate and Institutional plans, volume-based pricing applies and we can discuss specific requirements based on your business needs. We believe in fair, transparent pricing and will work with you to find the right solution for your business size and transaction volume.

You can update certain business information through your account dashboard. For more significant changes such as company structure changes, new directors, or changes to beneficial ownership, please contact your account manager or our client support team. Some changes may require additional documentation and verification to maintain regulatory compliance.

Yes, all our plans support multiple user accounts with role-based access control. You can create different user roles with varying levels of access, from full admin access to read-only reporting. Our Business plan includes up to 10 user accounts, while Corporate and Institutional plans offer unlimited users. Manage your team's access easily through the account dashboard.

To close your account, please contact your account manager or our client support team. We'll guide you through the process, including final settlement of any remaining funds, export of your transaction history, and proper account closure in accordance with regulatory requirements. There are no penalties for closing your account, and we ensure a smooth transition process.

Yes! All plans include access to our full sandbox testing environment. You can test all API endpoints, simulate various payment scenarios, and thoroughly test your integration before going live. Our sandbox environment mirrors the production environment and includes test cards, webhook simulation, and comprehensive testing tools to ensure a smooth go-live experience.

All clients receive dedicated onboarding support. Business plan clients have access to our standard onboarding team and comprehensive documentation. Corporate clients get a dedicated onboarding specialist and priority support. Institutional clients receive a dedicated relationship manager, custom onboarding plan, and white-glove service throughout the entire setup process.

Mossen supports over 500 payment providers worldwide, including all major credit and debit cards (Visa, Mastercard, Amex, Discover), digital wallets (PayPal, Apple Pay, Google Pay), bank transfers (SEPA, BACS, FPS, ACH, wire transfers), local payment methods across 200+ countries, and alternative payment options. Our platform continuously expands integrations based on client needs.

Our platform supports payments in 170+ currencies, including all major global currencies (GBP, EUR, USD, JPY, CAD, AUD, CHF, etc.) as well as many emerging market currencies. We can settle funds in multiple currencies to your designated bank accounts, making it easy to do business globally while managing your foreign exchange exposure.

Payment orchestration unifies multiple payment providers, acquirers, and payment methods under a single integration point. Instead of integrating with each PSP individually, you connect once to Mossen's platform. Our routing engine then intelligently routes each transaction to the optimal payment provider based on factors like cost, approval rates, currency, and risk level. This maximises approval rates, reduces costs, and simplifies your payment infrastructure.

Absolutely — that's one of the key benefits of payment orchestration with Mossen. You can connect to multiple payment processors and acquirers simultaneously. Our intelligent routing engine automatically routes transactions to the best processor based on your configured rules. This gives you redundancy (if one provider experiences downtime, traffic automatically fails over), better rates, and higher approval rates.

Smart routing is our intelligent transaction routing system that optimises every payment for success and cost-effectiveness. It considers multiple factors including: transaction amount, currency, card type, issuer country, historical approval rates, processing fees, and your custom business rules. By dynamically routing each transaction to the optimal payment provider, we can typically improve approval rates by 5-15% while reducing processing costs.

Yes, our Subscriptions API makes it easy to manage recurring billing, subscription plans, free trials, prorated billing, and customer billing cycles. You can create flexible plans with different billing intervals (daily, weekly, monthly, annually), manage upgrades and downgrades, handle failed payments with smart retries, and provide self-service subscription management to your customers.

Mass payouts allow you to send money to multiple recipients simultaneously, either as a one-time batch or on a recurring schedule. This is ideal for marketplace sellers, affiliate programmes, gig economy platforms, expense reimbursements, dividend payments, and more. Our Payouts API supports bank transfers, card payouts, and digital wallet disbursements across multiple countries and currencies.

Payout speed depends on the payment method and destination. UK faster payments (FPS) are typically instant or within 2 hours. SEPA Instant transfers are usually within 10 seconds in the EEA. Standard SEPA transfers take 1-2 business days. US ACH transfers typically take 1-3 business days. International wire transfers vary by destination but typically take 2-5 business days. We also offer accelerated settlement options for institutional clients.

Yes, our Risk API provides advanced fraud detection and risk assessment powered by machine learning. It includes real-time transaction scoring, custom rule creation, 3D Secure authentication, velocity checks, device fingerprinting, and manual review queues. Our fraud models are trained on billions of transactions and continuously updated to detect and prevent emerging fraud patterns while minimising false positives.

Mossen connects to over 500 payment providers worldwide, including all major global PSPs, acquirers, and payment networks. This includes Stripe, Adyen, Worldpay, PayPal, Braintree, Checkout.com, and many more. We also support regional and local payment methods across 200+ countries. Our catalogue is continuously expanding based on client needs and market developments.

Our pricing is transparent and straightforward. We offer three main plans: Business (£299/month + 1.2% + £0.20 per transaction), Corporate (£699/month + 0.9% + £0.15 per transaction), and Institutional (bespoke volume-based pricing). Each plan includes different levels of features, support, and PSP connections. There are no hidden fees or surprises — just as you'd expect from a 120-year institution.

No, there are no setup fees for our Business and Corporate plans. Our standard onboarding is included in the monthly subscription. For Institutional clients with custom requirements or white-label implementations, there may be a one-time implementation fee depending on the scope of work. We'll always be transparent about any costs before you commit.

Our Business and Corporate plans are available on a monthly rolling basis with no long-term commitment. Simply give 30 days' notice to cancel. We also offer annual plans with a discount for clients who prefer to commit for a longer term. Institutional plans have flexible contract terms that can be customised based on your business needs and the scope of services.

Your funds are settled to your designated bank account on your chosen schedule. Standard settlement cycles are available (weekly, bi-weekly, monthly), with daily settlement available for Corporate and Institutional clients. Settlement speed depends on your plan and the payment methods used. We always provide clear settlement reports and full transparency into your funds flow.

Chargeback fees are charged by the card schemes and passed through at cost. The exact fee depends on the card network and the reason for the chargeback. We provide tools to help prevent chargebacks, including 3D Secure authentication, risk scoring, and clear descriptor management. Our team can also provide guidance on chargeback representment to help you successfully dispute invalid chargebacks.

Absolutely. You can upgrade or downgrade your plan at any time. Upgrades take effect immediately, and we'll prorate any charges. Downgrades take effect at the start of your next billing cycle. We want you to have the plan that best fits your current business needs, and we're happy to help you find the right fit as your business grows and evolves.

Yes, for businesses with significant payment volume, we offer volume-based pricing through our Corporate and Institutional plans. The exact pricing depends on your monthly volume, transaction types, and required services. We encourage you to contact our sales team for a custom quote tailored to your specific business needs and volume expectations.

We accept monthly subscription payments via credit/debit card (Visa, Mastercard, American Express) and direct debit for UK and EU clients. Annual plans can also be paid via bank transfer. For institutional clients, we can accommodate custom billing arrangements. Your subscription can be managed easily through your account dashboard.

No, we believe in complete transparency. Our pricing includes everything listed on the plan details, with no hidden fees or surprise charges. The only additional costs you might incur are pass-through fees from card schemes or payment providers (such as chargeback fees or cross-border fees), which are always clearly disclosed. We provide detailed monthly statements so you always know exactly what you're paying for.

Absolutely. Security is the foundation of everything we do. As a 120-year financial institution, we maintain bank-grade security standards. All data is encrypted in transit (TLS 1.3) and at rest (AES-256). We are ISO 27001 certified, PCI DSS Level 1 compliant, and maintain comprehensive security programmes including regular penetration testing, vulnerability assessments, and 24/7 security monitoring.

Yes, Mossen is PCI DSS Level 1 certified — the highest level of payment card security standard certification. This means we undergo annual external audits, quarterly network scans, and maintain rigorous security policies and procedures. By using Mossen, you can significantly reduce your PCI compliance scope and burden, as we handle the majority of PCI requirements on your behalf.

We use a multi-layered approach to fraud prevention. Our Risk API combines machine learning models trained on billions of transactions, real-time velocity checks, device fingerprinting, 3D Secure authentication, custom rule engines, and manual review queues. Our dedicated fraud monitoring team operates 24/7 to detect and respond to suspicious activity. The result: excellent fraud detection rates with minimal false positives.

As a UK-based company regulated by the FCA, Mossen is fully compliant with the UK GDPR and Data Protection Act 2018, and we also maintain compliance with the EU GDPR for our European clients. We have a comprehensive data protection programme, a designated Data Protection Officer, and we maintain all required documentation including Data Processing Agreements (DPAs), Records of Processing Activities, and data breach response procedures.

Yes, Mossen fully supports Strong Customer Authentication (SCA) as required by PSD2 in the European Economic Area. Our platform handles 3D Secure 2.2 authentication automatically, with intelligent routing to minimise friction for low-risk transactions while ensuring compliance. We also support exemptions for low-value payments, trusted beneficiaries, and transaction risk analysis where applicable.

As an FCA-authorised payment institution, we are required to safeguard client funds in accordance with the Payment Services Regulations 2017. Client funds are held in segregated accounts with major UK banks, separate from Mossen's own operating funds. In the unlikely event of insolvency, client funds are protected and would be returned to clients in priority over other creditors. This is a fundamental regulatory requirement we take very seriously.

Mossen holds numerous certifications and memberships demonstrating our commitment to security and compliance: FCA Authorised Payment Institution, PCI DSS Level 1, ISO 27001 (Information Security), Visa Principal Member, Mastercard Principal Member, BACS Approved Bureau, FPS Direct Participant, SEPA SCT Inst Participant, and UK Finance membership. We continuously invest in maintaining and expanding our certifications.

We maintain a comprehensive Anti-Money Laundering (AML) and Know Your Customer (KYC) programme in line with FCA requirements and international standards. This includes identity verification for all beneficial owners, business verification, ongoing transaction monitoring, sanctions screening, and Politically Exposed Person (PEP) screening. Our dedicated compliance team ensures we meet all regulatory obligations while minimising friction for legitimate clients.

Yes, for corporate and institutional clients, we can provide our latest security documentation under NDA, including our PCI DSS Attestation of Compliance, ISO 27001 certificate, penetration test summaries, and other relevant security documentation. We also support customer security reviews and can accommodate reasonable audit requests for our enterprise clients. Contact your account manager to request access.

Client data is primarily stored in secure, Tier IV data centres located in the United Kingdom and the European Union. We use multiple geographically redundant data centres to ensure business continuity and disaster recovery. All data centres are SOC 2 Type II certified and maintain the highest physical security standards. For clients with specific data residency requirements, please contact our team to discuss options.

Most businesses complete their Mossen integration within 3-5 business days. Our comprehensive API documentation, SDKs for popular programming languages, and ready-to-use e-commerce plugins significantly reduce development time. A basic payment integration can often be done in a single day. More complex implementations with custom routing rules, subscriptions, and multiple payment methods typically take 1-2 weeks.

Yes! We offer official SDKs for JavaScript, Node.js, Python, PHP, Ruby, Java, and Go, with more languages being added regularly. We also provide ready-to-use plugins for popular e-commerce platforms including WooCommerce, Shopify, Magento, and more. All SDKs are open-source and available on GitHub. Visit our developer documentation for more information.

Absolutely. All plans include full access to our sandbox testing environment. The sandbox mirrors our production environment and allows you to test all API endpoints, simulate various payment scenarios (success, failure, decline, chargeback), test webhooks, and experiment with different configurations. We provide test card numbers, simulated bank accounts, and comprehensive testing tools.

Our support levels vary by plan. Business plan clients have access to our comprehensive documentation, developer community, and standard email support. Corporate clients receive priority support with faster response times and dedicated technical account management. Institutional clients get a dedicated solutions engineer and white-glove integration support throughout the entire process. All clients can access our developer docs 24/7.

Most likely yes. We offer plugins for all major e-commerce platforms including WooCommerce, Shopify, Magento, BigCommerce, PrestaShop, and more. If we don't have an off-the-shelf plugin for your platform, our API is well-documented and straightforward to integrate. Many clients successfully integrate with custom platforms or less common systems using our SDKs and API reference.

Our API has generous rate limits designed to accommodate businesses of all sizes. Business plan: 100 requests per minute. Corporate plan: 500 requests per minute. Institutional plan: custom rate limits based on your needs. The API uses standard rate limit headers so you can monitor your usage. If you need higher limits, contact our team — we're flexible and can usually accommodate reasonable increases.

Yes, webhooks are a core part of our platform. We support webhooks for all important events including payment success/failure, refunds, chargebacks, subscription changes, payout status, and more. Webhooks are signed for security, and we include retry logic for failed deliveries with exponential backoff. You can configure multiple webhook endpoints and choose which events to receive through the dashboard or API.

Yes. Our platform maintains 99.9% uptime, and we back it up with service level agreements (SLAs). Business and Corporate plans include a 99.9% uptime SLA. Institutional plans include a 99.99% uptime SLA with service credits if we don't meet our commitment. Our infrastructure is designed for high availability with multiple redundant data centres and automatic failover.

Absolutely. We help clients migrate from other payment providers all the time. Our migration process is designed to minimise disruption to your business. Depending on your current setup, we can help with dual-running (processing through both providers during transition), token migration where possible, and phased rollouts. Our team will work with you to plan a smooth migration strategy.

Yes, we maintain a public status page that shows the real-time operational status of all our services, including API, dashboard, webhooks, and individual payment provider connections. You can subscribe to status updates via email, SMS, or webhook to be notified of any incidents. We also post scheduled maintenance windows in advance so you can plan accordingly.