Frequently Asked Questions

Here you can find a collection of the most frequently asked questions (short FAQ). You can also use the search feature (magnifying glass) at the top of the screen if you are interested in certain topics.


MOTO is a channel for distance selling which is activated when the card data are transmitted via post, fax or phone.

This  abbreviation is used within the payment industry when the means of payment is not physically present or the customer is not present in person (e.g. E-commerce, MOTO).

This term is used within the card industry for transactions in which the customer and merchant meet physically and the card is also physically present.

Fraud prevention & data security

EVO Payments offers innovative and highly reliable protective mechanisms to identify fraud while the data are being entered and to limit risk related to payment default to the greatest extent possible. The use of these systems, when tailored to the specific business model, has played a major role in the trend toward reduced default rates.


The card verification number is an additional number printed on the signature band on the rear of the card. They are described on cards from MasterCard as the Card Verification Code (CVC-2), while Visa calls them a Card Verification Value (CVV-2). It serves as a supplemental safeguard against stolen card data and heightens security on payment processes in mail order commerce.

The card verification number is a three or four digit number printed on the card in addition to the card number itself (see CVC-2/CVV-2).

This standard ensures that security during the storage, processing and/or transmission of card data is continuously improved. All companies working with confidential data must adhere to these specifications, and verify this with corresponding certifications.

You can find out more about PCI DSS here.


A chargeback is where a payment already made is cancelled by the cardholder or bank. If a cardholder performs a chargeback, then EVO serves as the initial acquirer and the interface between the card organizations. The merchant is informed about the incident and charged for the chargeback amount. The preliminary stage is a retrieval request.

The CIS offers many advantages in defending against payment defaults in card-based payment transactions. Chargebacks are processed automatically. Any intervention by the merchant, if needed, can be made directly online. This saves money, since standard chargeback contests typically fail due to a failure to adhere to the response deadlines specified by the card organizations.

The retrieval request involves a request by the cardholder or the card-issuing bank for more precise information about an actuated charge. The retrieval request does not mean that the charge has been canceled. If, however, proper response to a retrieval request is not provided, a chargeback then arises from the procedure.

EVO definitions

Merchants / clients / contractual partners use EVO services for the processing of payments for goods or services they are offering. These are the contractual partners of EVO and receive a contractual partner number for identification of the card acceptance contract.

Cardholders / customers for EVO are people whose name appears on a card. They purchase goods and services from the merchant or service provider, are contractual partners with the merchant or service provider — but are not a customer of EVO.

Basic terms

An acquirer is a payment institution licensed by the card organization to serve as the first point of contact for accepting these card payments for other companies (merchants). It provides services in connection with payment processing and serves as liaison between the parties, especially the merchant/providers and other parties, such as card organizations and other institutions involved with the processing of payments. EVO Payments is such an acquirer.

These include organizations such as Visa and MasterCard that operate the payment systems and which grant licenses to card-issuing companies and acquirers.

This is the bank or company that issues a payment card.

Customer systems

BIS is the central EVO customer portal with comprehensive reports related to payment processing by EVO. Information related to all aspects of payment processing is collated here. Numerous reports, flexible filtering options and all invoicing documents are available for you in the BIS. It can be called up, platform independent, using an Internet browser at the address https://bis.EVOpayments.eu. You can access the BIS conveniently from anywhere using your own login data.

The AIS sends you automatic notifications by e-mail about all operational topics.

Master data changes

To do this, please complete the form "change of master data of merchant" and send it by e-mail or fax to the address provided.

Payment methods

  • The debit card is a charge card where the cardholder's account is immediately debited following a transaction. As such, no credit is being offered, only the opportunity to pay without cash. There are international debit cards, such as Maestro and V PAY, and national debit cards, such as girocard in Germany. Debit cards are generally known as EC cards in Germany. However, this term is outdated in the financial sector.
  • Credit cards (and often also debit cards) are issued based on the regulations of the card organizations. The term "credit card" is frequently used for so-called "charge cards", where transactions are bundled for the month and only booked at that time (as opposed to a true credit card, where only a negotiated partial sum is booked at the end of the month).

You can find an overview of the debit and credit card acceptances offered by EVO Payments here.

There are lots of different payment options apart from debit and credit cards. Providers around the world are constantly developing new types of payment to make the world of tomorrow more efficient and simple. Solutions are being worked on that aim to break down the "payment walls" between the customer and products/services. These include contactless technologies, payments on invoice or prepayment, installments, eWallets, payment apps and much more.

At all of the companies who offer their payment service for M-commerce and E-commerce via EVO Payments, convenience, security and the speed of the payment process play a central role.

You can find an overview of additional payment methods here.

Contactless payment is one of the fastest payment methods on the market. All the customer has to do to pay is hold his card at the terminal. According to a GfK speed measurement in food retailing, contactless payment takes an average of only 11 seconds. In comparison, conventional payment methods take 23 seconds. This means that checkout processing times are more than halved. This makes queues less frequent and shorter, to the delight of customers and employees alike. The payment process is also more hygienic, as the cards no longer have to be handed out. By 2019, around 75 million cards in germany are expected to have contactless capability. For merchants, this opens up the possibility of an enormous increase in efficiency.

You can find out more about contactless payment here.