FREQUENTLY ASKED QUESTIONS

Let’s get you some answers.

Some of the questions we get asked most often appear below.  Don’t see what you’re looking for?  Get in touch with us and we’ll happily answer any questions you have.

GENERAL

How do you pronounce the name of your company? What does it mean?

CeloPay is pronounced See-Low-Pay.  The word Celo is Latin meaning mainly to hide, conceal or keep secret.

Do you process credit cards?

CeloPay was initially designed only as a method to securely exchange and store payment information.  Based on popular demand, we do now have the ability to process payments when billing information is submitted.  We have designed CeloPay to be flexible and it can be easily adapted to your needs.

I've heard that pricing is based on locations. What exactly is a location and do I need to have multiple locations?

A location is a physical entity that accepts credit card payments. For example, if you had five hotels, each hotel would count as a location. Requests sent to your clients include the location information so they know the request is valid.

Are there any limits to the number of users or requests for my account?

Absolutely not.  Your account is unlimited in terms of the number of users and the volume of requests you generate.  We charge a flat monthly fee per location

Are there any contracts or long term agreements required to sign up?

Our pricing model is based on annual agreements.

How do I see a demo of the product?

We would be thrilled to take you on a web-based tour of CeloPay!  Simply click the Schedule a Demo link in the top menu and complete the form.  Demonstrations typically take 30-60 minutes and we are more than happy to answer any questions you may have.

How quickly can I be up and running once I sign up?

Once you have returned the initial setup information, your CeloPay account will be available for use within 24 hours.  After the initial setup, we typically complete a turnover call with you so you can get familiarized with the application.

SECURITY

Is there a way to verify the information submitted by cardholders?

Yes!  We offer an optional card verification feature that allows you to validate all of the information submitted by the cardholder.  In fact, if the information provided fails the validation, the cardholder will not be able to submit their information until it is corrected.  This feature gives customers peace of mind that payment information received through CeloPay is accurate and correct.

What safeguards are in place to protect cardholder data?

CeloPay utilizes bank-grade encryption and advanced security techniques to secure all cardholder data.  In addition, all cardholder data is tokenized prior to being stored in our systems.  We proactively monitor our systems for threats and deploy the latest defenses 24 hours a day.

Can I use my own domain name?

For security and efficiency purposes, your own domain name is not permitted.  However, we have many domain names for you to choose from when accessing CeloPay.

Do I have control over data encryption?

We take care of all encryption needs for you.  In fact, our product uses multiple layers of encryption and all encryption keys are rotated on a regular basis in order to maintain a high-degree of security and comply with PCI requirements.

Are your systems redundant?

Absolutely.  We utilize a global server infrastructure to maximize uptime.  We also use geo-specific routing to direct your users to our nearest data center in order to guarantee a fast experience.

COMPLIANCE

Are you a PCI Compliance Service Provider?

CeloPay is certified as a PCI Level 1 Service Provider.  We take the security and privacy of our data seriously and work hard to exceed the requirements of PCI at all times.

Is it true that fax and email are not compliant methods of sending payment data?

In short, no, email and fax are not within compliance and put your organization at risk.  There are tools and processes that can be implemented to make these methods compliant, but it is cumbersome and inconvenient for your employees and customers.  CeloPay eliminates the hassle and keeps things simple.

How does your product help me achieve PCI compliance?

PCI compliance forbids you from emailing or instant messaging sensitive cardholder data unless you are using an encrypted email solution.  If you choose to use fax, you must have strict document controls in order to protect the privacy of your clients.  Our solution eliminates all of that hassle and provides you and your customers with a secure, compliant and easy to use system for exchanging payment information.

Can I control how long credit card data is retained?

Absolutely.  Individual records can be manually archived or deleted at any time.  In addition, you can specify an automated retention time frame.  For example, if you specify a retention of 60 days, all credit card numbers over 60 days old will be automatically purged.