Frequently Asked Questions

1. Getting Started

i. What do I need to do to get started with Virtual Pay in a nutshell?

You need to submit an application for a merchant account with Virtual Pay. Once the application is made, we will review your application and contact you within 2 business days to let you know whether your account has been approved. If approved, we create your merchant account and proceed with integration.

ii. Which documents are required during merchant onboarding?

Here is a list of requirements needed during onboarding for Kenyan Merchants. Click to Download.

Here is a list of requirements needed during onboarding for Non-KE Merchants. Click to Download.

iii. Can I accept payments before the onboarding process is complete?

No. You will only be able to receive payments once you have completed the onboarding process.

iv. During integration, what should I test before accepting live payments?

Before going live, we advise that you test:

  • Payments with cards (each scheme).
  • Payment notifications
  • 3D Secure flow (if implemented)
  • Mobile money payment methods (if implemented. Test errors and refusal reasons)

Once you are live, make sure that you change your API test endpoints to live endpoints and that your API test credentials are changed to live credentials.

2. Security

i. Is Virtual Pay’s payment gateway PCI DSS certified?

Yes, Virtual Pay is PCI DSS certified.

ii. What is the scope of PCI DSS?

The PCI DSS security requirements apply to all system components included in or connected to the Cardholder Data Environment. The Cardholder Data Environment (CDE) is comprised of people, processes and technologies that collect, store, process, or transmit cardholder data and/or sensitive authentication data.

iii. How can we monitor Virtual Pay’s PCI DSS compliance status?

You can request a copy of our latest PCI DSS Attestation of Compliance (AoC) by contacting

iv. Does Virtual Pay ensure data encryption and transaction security?

Yes, we do. We take the security of all transaction data very seriously, which is why Virtual Pay has implemented industry-standard security practices to provide a safe payment environment for everyone involved.

v. Do you support Two Factor Authentication?

Yes, we do support Two Factor Authentication (2FA).

vi. Does Virtual Pay ensure privacy of confidential personal information?

Yes, we do. We have the utmost respect for your privacy and, therefore, take great care in safeguarding confidential personal information. All transaction details are held on our secure servers and encrypted using Secure Sockets Layer (SSL) technology in order to protect customer privacy.

3. Payments

i. What payment methods can I accept using Virtual Pay?

Virtual Pay offers your business the option to accept payments using credit/debit cards and mobile money.

ii. Does Virtual Pay’s payment gateway support multi-currency card payments?

Yes, Virtual Pay supports multi-currency processing card payments.

iii. Which cards can my customers pay using Virtual Pay?

Your customers can pay using Visa, Mastercard, JCB, Discover, UnionPay or American Express.

iv. Which mobile money wallets can my customers use to pay?

Virtual Pay supports a number of mobile money wallets including M-Pesa, Airtel Money, EazzyPay, T-Kash, Tigo Pesa, MTN, among others.

v. How do I view the payments made by my customers?

Virtual Pay shall provide you with back-office access. Once you have signed into the Virtual Pay Portal, you will be able to view all transactions and you may open a specific transaction by clicking on the relevant transaction. Reports can also be generated on this portal.

4. General FAQs

i. How do I contact the Virtual Pay Support Centre?

For quick solutions to your queries feel free to browse through the Resources page on our website. For further assistance, you’re welcome to contact us via any of the easy communication channels listed on our Contact Us page.