Answers at your fingertips

To help our merchants receive immediate assistance, eWAY's Customer Care team has compiled a comprehensive index of answers to common queries. Getting help is as simple as logging into MYeWAY and typing in your question.

If the answer to your question isn't in the knowledgebase, don't worry! Just submit a ticket, start an online chat or call us on 1800 10 65 65. At eWAY, we enjoy making online payments easy.


What does MOTO stand for?
MOTO stands for Mail Order Telephone Order. This payment method can be used for processing orders in which your customers provide you with their Credit Card details for you to manually process the transaction.
If I have already been issued an Amex Merchant number do I still have to fill in the Amex application on your site?
No you can just add your Amex details onto your account. We will verify these with Amex. The $99 admin fee will still apply in these cases. 
How do I find the best shopping cart for my business?
eWAY has a search feature so you can find a shopping cart that best suits your business model available from here.
Can I block transactions from high risk countries?
Yes you can by using the Beagle Anti-Fraud payment solution and setting up the high risk country Rule to block all transactions from high risk countries. Please follow the instructions here.
Where can I find a list of all the response codes?
A full list of the bank response codes can be obtained from here.
How do I change my merchant account details with eWAY?
To change your merchant details you will need to put this request on a business letterhead with signature and Email to support@eway.com.au or Fax to 02 6162 4481. Please note there is a $99 Admin fee for this change. 
Where can I see example reports from MYeWAY?
 You can see some details of the MYeWAY reporting here. There are different reporting options available depending on what package you choose. 
How can I follow eWAY using Social Media?
Yes you can follow us on Facebook and Twitter for News and Support Please also feel free to follow CEO Matt Bullock.
What is the PCI DSS self assessment questionnaire?
The guidance note for the questionnaire can be found here with a full list of PCI DSS documentation available here from the PCI Security Standards Council. 
Does my customer need to login or provide a password to use eWAY?
 No they will never need to register with eWAY. You as the merchant are the only person who is required to register with eWAY. 
Can I set the email address that the customer receives their payment invoice from?
 The email address that your email receipts go to is the email address that you use for logging in to MYeWAY. To change this, please log in to MYeWAY and go to My Account > Account Profile > Edit Account Profile. Please edit the email address field and remember that this is now your username for processing transactions, and your username for logging in to MYeWAY.
Do you have any contracts or minimum sign up terms?
Your eWAY account is contract free and you can cancel at any time. We offer a 30 day money back guarantee on your yearly fee however after this time no refunds will apply. 
How can I add multiple users to my account?
Users can be added to an account from within MYeWAY on specific plans. Please follow My Account > User Security > Manage Roles to create a security role for users, allowing the access to certain parts of MYeWAY. Users can be placed within roles via My Account > User Security > Create User.
How can I change how I make payments to eWAY?
In MYeWAY, go to My Account > Your eWAY Invoices and choose Credit Card or Direct Debit. To pay by Credit Card you can enter your card details and pay. To pay by Direct Debit, you will need to follow the instructions on the Direct Debit page. 

How can I reconcile payments between eWAY, the bank, and my business?
Using the eWAY Settlement Report, you can total payments for a specific time period. You can reconcile these payments with your system through the eWAY transaction number. You can reconcile payments with the bank by comparing totals.
When should I upgrade my plan?
Talk to your eWAY Success Manager and they can advise you of the most economical plan for your business. They can be contacted on 1800 10 65 65.
How do I close my eWAY account?
To close your account you will need to put this request on a business letterhead with signature and the reason why you are closing your account and Email to support@eway.com.au or Fax to 02 6162 4481. 
I'm moving servers, what do I need to tell eWAY?
You do not need to tell us anything, just make sure that your server is configured with the necessary software to talk to eWAY. 
Can I use the same merchant account for different web sites?
You will need to contact your bank and discuss your business model to determine whether this is possible. 
How can I find my eWAY Customer ID?
You would have received it by email when you signed up to eWAY. It can also be on your eWAY invoice as 'Account Number'. If you still can’t find it, you will need to call the help desk for further assistance 1800 10 65 65.
What do I do if a customer disputes a transaction?
You will need to liase with both the customer and your bank. As eWAY is only the gateway, we are unable to assist with this matter. 
How does American Express settle in my account?
The Settlement process for Amex is similar to to Visa/MasterCard Settlement although this is done by Amex not your bank. Amex settlement can take 1-3 days to settle in your nominated settlement account and will have the merchant service fee already deducted.
Can I recharge a credit card?
From your Transaction Report from within the Business Centre, each transaction should be accompanied by a drop down menu on the left, labelled "Actions". Clicking this menu will enable a "Charge Credit Card Again" option. The amount can be altered for the recharge by editing the amount field.
Can I customise the eWAY payment page?

  • Yes, you are able to add your company logo and name into the payment page.

  • Why not host your own payment page using our merchant Hosted Solution?

  • You can also pay $2999 to have your own customised shared page. 


Do I need to contact eWAY to change my settlement account?
eWAY only needs documentation of a change of settlement account if your merchant account is with Westpac. Please complete the request on your business letterhead and email it to support@eway.com.au or faxed to 02 6162 4481.
How do I update my contact details?
Your address, and many other details of your account, can be edited from within the Business Centre. Please follow My Account > Account Profile > Edit Account Profile.
Can eWAY accept international cards?
eWAY can process any supported credit cards from any country in the world. 
How long will a refund take to appear on my customers credit card?
Refunds, like all transactions through the gateway, are processed in real time. However the time taken from the amount being debited from your settlement account to being credited on the customer's card, is dependent on the banks involved and does not involve eWAY. Please refer your customers to their credit card issuer to enquire
Why would I use eWAY if I can go direct to the bank?

  • Flexibility! Using a third party gateway means you have the flexibility to move to other merchant account providers, should you need to switch. Using a bank’s gateway will mean you are tied into their solution and if you wanted to switch, you would need to get a developer to re-integrate a new gateway provider meaning further costs to you.

  • eWAY links to over 170 carts and software solutions whereas the bank will not have many pre-integrations at all.

  • 24/7 support. 


Why do I need an internet merchant facility?
An internet merchant facility is the type of account needed for eWAY to process funds into as we never touch or hold your money.
What does the "Honour with Identification" bank response code mean?
The payment has been successful, however the bank has sent a different response code. You can be sure that the transaction was processed correctly and you will receive the funds.
How can I retrieve my password?
Please go to www.eway.com.au/bc/ForgotPassword.aspx and enter your username/email to retrieve your password.
What is a whitespace error?
A whitespace error is caused by information being sent from your website to the gateway with a "rogue character" (typically an ampersand or other special character) You should contact your developer to have them modify the code to correct this issue.
What is the limit of transactions that can be exported in the transaction report?
There is no limit for exporting a CSV file. However, if you wish to export a CSV file with over 1,000 records; this will be available for download in the Report Download section. This is located under the Reporting tab. 
Do you charge a percentage of the fee?
No, eWAY does not charge a percentage fee.
Can multiple websites link to a single eWAY account?
Yes, but please contact your merchant bank to advise before proceeding. Note that this arrangement may present difficulties in reconciliation or tracking orders
How long does it take for Amex to be activated on my account?
An activation generally takes between 24 and 48 hours. If you are applying for a new American Express merchant facility, this can take as long as 7 business days. 
Can eWAY accept payments in currencies other than AUD?
Yes. To trade and accept payments in different currencies you will need to have a Multi Currency Internet Merchant Facility. The only bank in Australia to provide this type of account is NAB 
How can I turn off transaction receipts being sent to my customers?
This change can be made in the Business Centre by following Settings > Email Receipts and clicking the "OFF" button
Can I use my manual terminal merchant facility with eWAY?

This type of account cannot be used for online processing.


What is 3D secure?

3D secure is also known as verified by Visa and MasterCard Securecode. It provides extra security when processing as it requires the card holder to register with Visa/MasterCard and enter a password to make a purchase.


How do I generate a CSR (Certificate Signing Request)?
You will need to get either your website developer or website host to generate this for your SSL certificate. We also provide instructions, available here.
What is an XML Refund password and how do I get one?
An XML Refund Password is the password needed to process refunds via your website or CMS. You will need to login to MYeWAY and navigate to My Account > XML Refund Password. Here, you can set the password that will be used. Please remember that the XML refund password is NOT your MYeWAY password. 
Is there a credit card for the test gateway?
Yes, the credit card for use on the test gateway is 4444 3333 2222 1111. 

The Expiry Date can be any date in the future and you may use any 3 digit number for the CVN.
Is it secure?
Yes. eWAY is fully PCI DSS compliant to level 1 and using our Shared hosted payment page means credit card information will never be entered onto your website.
How do I check for transactions that were processed?
Very easily. You can log onto your eWAY business centre and go to the transaction reports section. All transactions are reported in real time.
How long does it take to process the payment?
Immediately, within 2 seconds. eWAY offers real time payments meaning we process the payment as soon as we receive it. 
How can I access my eWAY invoices?
You can access your eWAY invoices from within your Business Centre by following My Account > Your eWAY Invoices > View Invoices.
I have purchased an item from a merchant using eWAY, can eWAY offer me advice?
We cannot give any information about the merchant to customers of the merchant. We would advise for the customer to contact the merchant for assistance.
How can I add the eWAY site seal?
You can generate the eWAY Site Seal from this page.