Merchant FAQs

If you cannot find the answer to your question(s) here, feel free to contact merchant support.

Account Related

I forgot my password to the merchant portal. What should I do?
You can reset your password using the reset password option on the merchant login page. If
you encounter any issues, simply contact merchant support for assistance.

What is the cost to create a test account, and are there any setup fees?
Creating a test account with Zero21 is completely free, and there are no upfront setup fees.

How do I see my sales/stats?
The Merchant Portal features advanced reports, standard reports and customizable reports
which are all updated in real-time.

Tell me about Zero21 Ltd
Zero21 Ltd is registered in Cyprus, and supervised by the Cyprus Securities and Exchange
Commission (CySEC). Zero21 specializes in Crypto payments for e-commerce and a vast array
of businesses that want to diversify their payment options to include Stablecoins or Alt Coins. If
you want to learn more, visit Zero21.eu

Settlement & Payouts

How do I get my funds?
Settlement or payouts will be transferred into the business account or wallet you specify in your
Merchant agreement and approved by Zero21.

We didn’t receive our settlement. Where is our payment?
First, check the Settlement tab in the Merchant Portal to confirm that a settlement has been
sent. If you see it listed but haven’t received the payment, please contact merchant support, to
help resolve the issue with the highest priority.

Who do I contact to update our bank account or Wallet information?
To update your settlement bank or the wallet information, please contact merchant support. Be
aware that you will be required to provide evidence of business ownership of the bank account
or wallet to complete the process.

We updated our bank account number. How can I confirm that the information was updated?
To verify your updated Settlement information, login to the Merchant Portal, navigate to the
Business Cases section, and click on your Business Case link. Scroll down to view the
Settlement data and confirm the details.

Why is the onboarding process so extensive and thorough?
As an EU regulated financial institution, we have to adhere to strict compliance regulations.

Security Related

I have a question that isn't answered in the FAQ. What should I do?
If you cannot find the answer to your question(s) here, feel free to contact merchant support.

Ensuring Compliance & User Safety (examples)

1. What regulatory standards do you follow?
   We comply with the EU Anti-Money Laundering (AML) and Know Your Customer (KYC)
   regulations, that are strictly enforced by our supervisory authority CySEC.
2. Is data encrypted during transit and rest?
   Yes. We use SSL encryption for data at rest. All data in transit uses TLS 1.3 protocols.
   
3. How can users secure their accounts?
   We mandate 2FA; via password + authenticator or password or OTP. We support
   authenticator apps.
4. How do you protect API integrations for merchants?
   We issue scoped API keys and require HMAC request signing. Merchants must whitelist
   their server IP addresses.
5. Is the platform infrastructure monitored?
   Yes. Our security team runs 24/7 real-time anomaly detection. We log and audit all
   system access attempts.

Preventing Fraud & Reviewing Transactions

1. How does the system detect fraudulent transactions?
   Zero21 uses the most reputable and highly modern systems to analyze wallet repute,
   transaction velocity, legacy of the crypto coins and behavioural patterns instantly.
2. What happens if a transaction is flagged as high-risk?
   The system automatically processes the payment due to its on-chain integration. If the
   funds or wallet are flagged ‘HIGH RISK’ via the internal control systems, the funds are
   held in a separate wallet and the compliance team manually reviews to determine the
   appropriate actions to be taken as per the internal Anti-Money Laundering procedures.
3. Do you screen wallets for criminal activity?
   Yes. We integrate with on-chain analytics tools. This identifies & blocks wallet addresses
   linked to sanctions, hacks, or illicit mixing services that are none compliant.
4. Can a customer initiate a chargeback?
   No. Blockchain transactions are technically irreversible. This completely eliminates the
   risk of fraud related to chargebacks.