How can we help?

How do I access NeonPay?

An existing user can access the NeonPay Merchant Portal by logging into If your email address is affiliated with a NeonPay Merchant user, you will see NeonPay as an available application. Other Neon One applications you use may be listed here as well. 

To request access to your organization’s Merchant Portal, contact your NeonPay Organization Administrator. They will be able to add you as a NeonPay User. 

What are the user types within NeonPay?

There are two user types in NeonPay: Administrator and Staff. Staff users can read and pull transaction data, initiate refunds, and address disputes. Admin users can do all of the above, as well as modify linked bank account information, manage users for your organization, and edit merchant account information.

Administrators will also receive email notifications for important changes within the portal such as bank account modifications, dispute updates, and payout notifications. 

How do I add a user?

Navigate to the Settings cog, then click User Management. Click New User and fill out the fields with the new user’s details. Select a User Role: Staff or Administrator.

One of my users forgot their password. How do I reset it?

Users can reset their passwords from the log in screen by clicking Forgot Password? Admins can also send a reset password email to the user: Navigate to the Settings cog, then click User Management. Find the User and click the pencil icon. Click Send Password Reset Email to User. Note: the password reset email expires after 24 hours.

How do I change the Organization Administrator?

Navigate to the Settings cog, then click User Management. Click the pencil icon in the row of the user to be promoted or demoted. Change their User Role.

How do I remove a user?

Navigate to the Settings cog, then click User Management. Click the pencil icon in the user’s row and set them Inactive. They will no longer be able to log in. 

How do I check my balance?

On your dashboard, check the Current Balance widget. This will appear when you have at least one merchant account. 

Is there a minimum balance required?

No minimum balance is required, but in the event of a negative transaction such as a refund or chargeback, we will offset the negative amount against the balance of your next payout. If your next payout is less than the offset and/or if your NeonPay account balance has a negative balance longer than two days, a debit will be submitted to your bank account for the balance of the negative transaction.

Is there a maximum transaction amount? 

The maximum transaction amount is $25,000. 

How do I look up a transaction?

Navigate to the Balance menu item, and use the filters to find the transaction in question.

Can I search for a charge by a cardholder’s name?

While Name is not a filter item, you can find the transaction in question using the date/time, amount, or status filters. Click on a Charge to view the Payment Method Details section, where you will find the cardholder’s name listed.

How will my charges appear on my constituents’ statements?

On the Merchant Application, you will have the opportunity to set the Statement Descriptor. Typically this is your organization’s name. The statement descriptor is the charge description that NeonPay sends to the constituent’s issuing bank. Ultimately, the bank decides what appears on a constituent’s statement. After your Merchant Application is approved, the statement descriptor cannot be changed.

The charge on the cardholder statement will be either “SPL*[your entered statement descriptor]” or “PL*[your entered statement descriptor].” 

A constituent sees two charges on their statement instead of one. Is there a reason for this?

Before a constituent’s funds are captured by NeonPay, an authorization request is generated and sent to the card network or issuing bank. An authorization request appears as a pending charge on constituent statements. When seen next to the actual charge on a statement, authorization requests look like duplicate charges; however, they will drop off of card and bank statements within 1-3 business days.