Instructions for switching to the new Paytrail

Platform specific instructions for migrating to the new Paytrail

Frequently asked Questions

Where can I get the credentials for the new Paytrail?

The Merchant ID and Secret key required to use the new Paytrail can be found under Merchant account in the new Merchant panel. You can log in to the new Merchant Panel at merchant.paytrail.com. The instructions for logging in have been sent to your company's contact person, and the username is the email address. If activation link in the email has expired, the password can be rest via the Forgot your password link.

The e-commerce platform we are using is not listed, what should I do?

If you can’t find your e-commerce platform in the list above, please contact your e-commerce technical developer or platform provider for instructions on how to switch to the new Paytrail.

Will payment information be transferred when the agreement is?

Once you switch your online store to the new Paytrail, payments will appear in the new Merchant panel after the change. Payments received before the change can be found in the old Merchant panel. This information will not be transferred to the new Merchant panel. However, the old Merchant panel will remain at your disposal even after the transfer.

Will my account be canceled if I do not switch to the new Paytrail by the deadline?

Your payment service will not be interrupted. The old payment service will still be available to you even after the deadline as long as it is still available for the platform. We do recommend that you make the transfer as soon as possible. If needed, check with your e-commerce platform provider to find out how long it is possible to use the old Paytrail on their end.

Please note that we will begin closing payment traffic via the old Paytrail service on 31.08.2022. After August, the service will no longer be updated and we will remove some payment methods for maintenance reasons.

How do I handle refunds during the transition?

In the old Paytrail service, refunds to payments made via online banking and Collector invoice/installment have been deducted from the merchant's future settlements. As settlements will no longer accrue in the old Paytrail after the switch, some special arrangements are needed during the transition period:

1. Card payments will be refunded as usual from the old Merchant panel.
2. Refunds for Collector payment, inform Paytrail customer service and we will make the refund on your behalf.  
3. Bank payment refunds should be made by the merchant using bank transfer and not the Merchant panel.

Refunds to payments made after the transfer will be made from the new Merchant panel.

How are settlements and reporting handled during the transition?

Once you've switched to the new Paytrail, it's possible that you may receive multiple settlements per day (from both the new and old Paytrail) during the transition. You can distinguish the settlements by their different settlement reference number.

During the transition month, you'll probably also need settlement reports from both the new and old Merchant Panels. Instructions for retrieving settlement reports from the new Merchant Panel can be found in our Help Center.