Frequently Asked Questions

Introduction

Introduction to NeoX

Neo Pay Joint Stock Company, operating under the brand NeoX, has been licensed by the State Bank of Vietnam to provide intermediary payment services.

NeoX focuses on providing comprehensive payment solutions and expanding fintech services tailored to the needs of corporate clients and users.

Who are NeoX's partners?

Businesses and individuals conducting online/offline transactions that accept NeoX payments. Key industries include travel, e-commerce, pharma, retail distribution, B2B trade, logistics, and cross border.

Account

Am I charged a fee when registering as a Partner?

NeoX does not charge any fees during the process of registering an account as a Partner.

Am I charged a fee when receiving payments through NeoX?

NeoX will charge a fee when the system records a successful payment transaction. The fee is applied according to the type of partnership and the agreement between you and NeoX.

For specific fee details, please contact the hotline at 1900 633 864 or the business department via email at partnership@neopay.vn for detailed support.

How can I activate my business account?

After registering an account, please check your email and follow the instructions to activate your account. Note: Check your email/spam to ensure the information is received and processed promptly.

What should I be aware of regarding merchant account information?

Please note:
- For individual accounts: The beneficiary account must match the registered personal information.
- For companies/business households: The beneficiary account must be the company/business owner.

My business sector is not on the list?

For business partners not listed in the specified industries, please contact the hotline at 1900 633 864 or send an email to cskh@neopay.vn for guidance and further support.

How long does it take to get the registration results and how can I check the status of my application?

If you have provided accurate information and complete documents as required, the registration application will be responded to via email within 3-5 working days from the date of submission. Please regularly check your email to receive notifications from NeoX about the status of your application.
If you do not receive a response within 3-5 working days from the date of submission, please contact customer service at the hotline 1900 633 864 or email cskh@neopay.vn.

Should I use the original business license or is a photocopy sufficient?

Please only use a photo of the original document.

The information on my business registration certificate is based on my identity card, but I have now obtained a citizen identification card. Do I need to update the information?

Partners can follow two methods:
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Method 1: Go to the 'Support Request' section and please provide complete images of both sides of your identity card and citizen identification card. Click the 'Submit Request' button for the system to process.
Method 2: Please contact the hotline at 1900 633 864 or send an email to cskh@neopay.vn for further guidance.

Can I change the phone number/email registered to my account?

Please contact the hotline at 1900 633 864 or send an email to cskh@neopay.vn for further guidance.

What should I do if I want to change my business information?

Please contact the hotline at 1900 633 864 or send an email to cskh@neopay.vn for further guidance.

Can I cancel a registered account? How do I cancel an account?

Currently, NeoX has not updated the feature to automatically close or cancel accounts.

Partners can contact the hotline at 1900 633 864 or send an email to cskh@neopay.vn to request account closure when there is no need for use.

I cannot log in to the Merchant Portal Website for Partners?

To log in to the Merchant Portal Website, please note the following information:
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The email address you use to log in must match the previously registered information.
Enter the correct password. If you forget your password, please click 'Forgot Password' to create a new one.
Stable network connection.

Reconciliation, Reporting

Why is a successfully paid order not visible in the reconciliation report?

The reconciliation report will be updated within 2 working days from the time revenue is generated. Partners can check the order status in the 'Order History' section.

How long does it take for my customer to receive a refund?

Depending on the customer's payment account, there will be specific regulations.

Refund time regulations:

NeoX account: the refund amount will be transferred back to the customer's NeoX account immediately.
ATM/Visa/Mastercard account: within 07 - 10 working days, the refund will be received depending on the bank's policy.

How can I view a report for a specific day?

In the 'Dashboard', you can select 'Time' to view reports by day or for a desired time period.

How can I receive revenue?

Currently, NeoX supports payments through two methods:
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NeoX Wallet.
Bank account.

How soon can I receive my revenue?

Revenue will be transferred to the partner's registered account with NeoX within 2 working days from the time revenue is generated.

Note: For partners with a cooperation contract, please check the contract for information regarding your payment transfer schedule.

What should I do if I haven't received my revenue by the payment date?

If you have not received your revenue by the payment date, please contact us for assistance.

When will NeoX send me the monthly payment report?

The system will automatically send monthly payment reports to the email address registered to your account.

Additionally, partners can also view payment reports directly on the Merchant Portal Website for partners. If you do not receive the monthly report sent to your registered email, please contact customer service via email at cskh@neopay.vn.

We will resend these payment reports to the email address registered to your account.

How to process a refund for customers?

Partners can access the Merchant Portal Website to process transaction refunds.

Go to the 'Transaction Management' section, select the transaction you want to refund, and click on the 'Refund' button corresponding to that transaction.

Transactions successfully processed for refunds will appear in the refund history.

Refund time regulations:
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NeoX account: the refund amount will be transferred back to the customer's NeoX account immediately.
ATM/Visa/Mastercard account: within 07 - 10 working days, the refund will be received depending on the bank's policy.

Payment Solutions

What payment solutions does NeoX offer?

NeoX offers online payment solutions for our partners, including the following payment channels:
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NeoX e-wallet.
Domestic ATM cards from over 40 banks in Vietnam.
International cards both domestic and abroad branded Visa / Master / JCB / AMEX / UnionPay.
Mobile Banking applications from over 40 banks in Vietnam.
Payment link
Disbursement
Collection service

Payment Integration

How can I contact the sales department?

To contact the sales department, please follow these steps:
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Step 1: Go to the 'Support Request' section
Step 2: Click on 'Add New' and submit the content

Alternatively, you can send an email to partnership@neopay.vn, and the sales department will contact you within 1-3 working days.

How can I contact the technical department?

To contact the technical department, please follow these steps:
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Step 1: Go to the 'Support Request' section.
Step 2: Click on 'Add New' and submit the content.

Alternatively, partners can send an email to partnership@neopay.vn, and the technical department will contact you within 1-3 working days.