--- title: Merchant support | Deko description: If you are an existing retailer of ours, you can contact our support team. --- [![deko-logo-v2](https://www.dekopay.com/hubfs/_Deko_V2/deko-logo-v2.svg)](https://www.dekopay.com) - Products - [At a glance](https://www.dekopay.com/at-a-glance) - [Pay Monthly](https://www.dekopay.com/pay-monthly) - [Digital Credit](https://www.dekopay.com/newpay) - [Will I Qualify](https://www.dekopay.com/will-i-qualify) - [Deko Uplift](https://www.dekopay.com/uplift) - [Multi-lender](https://www.dekopay.com/multi-lender) - For merchants - Resources - [Integration](https://www.dekopay.com/integration) - [Merchant support](https://www.dekopay.com/partner-support) - [Log in to Backoffice](https://secure.dekopay.com/backoffice/v2/#/) - [Developer portal](https://docs.dekopay.com/) - Industries - [Home](https://www.dekopay.com/industries/home) - [Electronics](https://www.dekopay.com/industries/electrical) - [Jewellery](https://www.dekopay.com/industries/jewellery) - [Auto](https://www.dekopay.com/industries/automotive) - [Vets](https://www.dekopay.com/industries/vets) - [Leisure](https://www.dekopay.com/industries/sports-leisure) - [Wellbeing](https://www.dekopay.com/industries/wellbeing) - [Education](https://www.dekopay.com/industries/education-training) - For customers - [For customers](https://www.dekopay.com/for-customers) - [Merchant directory](https://www.dekopay.com/partner-directory) - [Customer support](https://www.dekopay.com/customer-support) - [Jargon buster](https://www.dekopay.com/jargon-buster) - Company - [About us](https://www.dekopay.com/about-us) - [Become a lender](https://www.dekopay.com/become-a-lender) - [Become a partner](https://www.dekopay.com/become-a-partner) - [Careers](https://apply.workable.com/deko/) - [Contact us](https://www.dekopay.com/contact-us) - [Resources](https://www.dekopay.com/resources) - [Industry insights](https://www.dekopay.com/industry-insights) - [Case studies](https://www.dekopay.com/case-studies) - [Company news](https://www.dekopay.com/company-news) - [Guides](https://www.dekopay.com/guides) [Get in touch](https://www.dekopay.com/contact-us) # Merchant support If you are an existing retailer of ours, you can contact our support team at [retailersupport@dekopay.com](mailto:retailersupport@dekopay.com) or [0800 021 7150](tel:08000217150). **Monday to Friday** 9am-6pm **Saturday** Email - emergency technical support only **Sunday and Public Holidays** Email - emergency technical support only ![thank-you-img1](https://www.dekopay.com/hubfs/thank-you-img1.png) ## FAQ's ### Pre-application queries ##### If the lender rejects my application to offer retail finance can you help? We cannot provide our services to all businesses, either for legal, reputational or financial risk reasons. If, after our initial assessment of your application, we decline to offer you an account, no setup fee will be payable. If you’re provisionally approved (e.g. approved subject to satisfactory outcome of FCA authorisation, company credit search, accounting thresholds and our standard Know Your Customer (KYC) checks) and we begin processing your application the setup fee will be payable in full and is non-refundable. ##### How long does it take to set up and start trading? You can be up and running in just a few days if we get the required documentation quickly. We check out your business: Including FCA authorisation, credit search, accounting thresholds and our standard KYC checks. Get you get up with a test account: You can familiarise yourself with the system and train your staff whilst your account is being set up. Integrate with your sales channel: We’ll give you all the tools and guides you need to get up and running online, in-store, on the phone and on mobile. Get in touch and we’ll talk you through the process in more detail. ##### What are the criteria to sign up as a merchant? We provide finance solutions for businesses of all sizes. We require that you have an annual turnover of at least £1,000,000, you trade profitably and that you have been trading for at least 1 year. ##### Is Deko secure? Security is an important concern for both the consumer and the retailer during an online transaction. In reality, an online transaction is often more secure than a transaction in a shop or conducted over the telephone, as the information transmitted online is highly encrypted. Our finance gateway uses proven techniques to ensure the security and integrity of sensitive data.   Our public web servers are certified by Thawte, a leading Certificate Authority, ensuring that both the consumer and the retailer can have confidence that nobody can impersonate Deko to obtain confidential information. Data storage on Deko systems and the communication between Deko and our partner lenders networks is regularly audited to the highest standards to ensure a secure transaction environment. This includes regular third-party testing for vulnerabilities and reviews of application security and access control procedures. ### Still have questions? Get in touch today. [Contact us](https://www.dekopay.com/contact-us) ![Deko](https://www.dekopay.com/hubfs/Deko%20Website%20July%202021/Images/Home/logos-1.svg) 7 Handyside Street, London, N1C 4DA [hello@dekopay.com](mailto:hello@dekopay.com) - [![X-circle](https://www.dekopay.com/hs-fs/hubfs/X-circle.png?width=29&height=29&name=X-circle.png)](https://twitter.com/dekopay) - [![linkedin](https://www.dekopay.com/hubfs/_Deko_V2/social-media/linkedin.svg)](https://www.linkedin.com/company/dekopay) - [![facebook](https://www.dekopay.com/hubfs/_Deko_V2/social-media/facebook.png)](https://www.facebook.com/dekopayuk/) - [![instagram](https://www.dekopay.com/hubfs/_Deko_V2/social-media/instagram.svg)](https://www.instagram.com/dekopay/) -   -   -     - Products - [At a glance](https://www.dekopay.com/at-a-glance) - [Pay Monthly](https://www.dekopay.com/pay-monthly) - [Digital Credit](https://www.dekopay.com/newpay) - [Will I Qualify](https://www.dekopay.com/will-i-qualify) - [Deko Uplift](https://www.dekopay.com/uplift) - [Multi-lender](https://www.dekopay.com/multi-lender) - For merchants - [Integration](https://www.dekopay.com/integration) - [Merchant support](https://www.dekopay.com/partner-support) - [Why Deko](https://www.dekopay.com/guides/why-deko-finance-is-the-right-choice-for-your-ecommerce-business) - [Log in to Backoffice](https://secure.dekopay.com/backoffice/v2/#/) - [Developer portal](https://docs.dekopay.com/) - For customers - [For customers](https://www.dekopay.com/for-customers) - [Merchant directory](https://www.dekopay.com/partner-directory) - [Customer support](https://www.dekopay.com/customer-support) - Company - [Contact us](https://www.dekopay.com/contact-us) - [Become a lender](https://www.dekopay.com/become-a-lender) - [Become a partner](https://www.dekopay.com/become-a-partner) - [About us](https://www.dekopay.com/about-us) - [Careers](https://apply.workable.com/deko/) - [Blog](https://www.dekopay.com/resources) - Legal - [Terms of service](https://www.dekopay.com/terms-of-service) - [Security statement](https://www.dekopay.com/security-statement) - [Complaints procedure](https://www.dekopay.com/complaints-procedure) - [Privacy policy](https://www.dekopay.com/privacy-policy) - [Cookies](https://www.dekopay.com/cookies) Deko is a trading name of NewDay Technology Ltd, registered in England and Wales (company number 08812602). NewDay Technology Ltd is an Appointed Representative of NewDay Cards Ltd for the purposes of providing credit broking services. NewDay Cards Ltd is authorised and regulated by the Financial Conduct Authority (FRN 682417). ![](https://px.ads.linkedin.com/collect/?pid=3018148&fmt=gif) ```json { "@context": "https://schema.org", "@type": "FAQPage", "mainEntity": [{ "@type": "Question", "name": "If the lender rejects my application to offer retail finance can you help?", "acceptedAnswer": { "@type": "Answer", "text": "Yes! We work with a number of lenders who all have different retailer acceptance criteria. Please contact our sales team for a quick decision in principle." } },{ "@type": "Question", "name": "If my application to offer credit to my customers is declined will I be charged anything?", "acceptedAnswer": { "@type": "Answer", "text": "We cannot provide our services to all businesses, either for legal, reputational or financial risk reasons. If, after our initial assessment of your application, we decline to offer you an account, no setup fee will be payable. If you’re provisionally approved (e.g. approved subject to satisfactory outcome of FCA authorisation, company credit search, accounting thresholds and our standard Know Your Customer (KYC) checks) and we begin processing your application the setup fee will be payable in full and is non-refundable." } },{ "@type": "Question", "name": "How long does it take to set up and start trading?", "acceptedAnswer": { "@type": "Answer", "text": "You can be up and running in just a few days if we get the required documentation quickly. We check out your business: Including FCA authorisation, credit search, accounting thresholds and our standard KYC checks. Get you get up with a test account: You can familiarise yourself with the system and train your staff whilst your account is being set up. Integrate with your sales channel: We’ll give you all the tools and guides you need to get up and running online, in-store, on the phone and on mobile. Get in touch and we’ll talk you through the process in more detail." } },{ "@type": "Question", "name": "What are the criteria to sign up as a merchant?", "acceptedAnswer": { "@type": "Answer", "text": "We provide finance solutions for businesses of all sizes. We require that you have an annual turnover of at least £1,000,000, you trade profitably and that you have been trading for at least 1 year." } },{ "@type": "Question", "name": "Is Deko secure?", "acceptedAnswer": { "@type": "Answer", "text": "Security is an important concern for both the consumer and the retailer during an online transaction. In reality, an online transaction is often more secure than a transaction in a shop or conducted over the telephone, as the information transmitted online is highly encrypted. Our finance gateway uses proven techniques to ensure the security and integrity of sensitive data. Our public web servers are certified by Thawte, a leading Certificate Authority, ensuring that both the consumer and the retailer can have confidence that nobody can impersonate Deko to obtain confidential information. Data storage on Deko systems and the communication between Deko and our partner lenders networks is regularly audited to the highest standards to ensure a secure transaction environment. This includes regular third-party testing for vulnerabilities and reviews of application security and access control procedures." } }] } ```