• I’m having problems uploading my proof of identity

    You need to carefully follow the instructions on screen to upload your proof of identity image. You can use a smartphone camera to take a picture of your identity document, there's no need to have a scanner.

  • If the lender rejects my application to offer retail finance can you help?

    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.

  • If my application to offer credit to my customers is declined will I be charged anything?

    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.

  • I’m having problems paying my deposit online

    Please carefully re-enter all your card details. Your card must be enabled for 3-D Secure for us to take payment online, and the address your card is registered to must match the address on your finance application. Please note: Deko cannot take card payments over the phone or by any other means.

  • Why was my application declined?

    Applications can be declined for a whole host of reasons. Unfortunately, we are not given the reason why a customer is declined for a credit application. The authorisation process is carried out by the finance company and Deko has no part in the decision. The decline message is sent to us by the lender, with no justification or explanation. If you wish to find out more please contact the lender directly. Their details can be found in the email you received from us confirming the lending decision.

  • I’ve got a question about the status of my finance application

    Please contact your retailer directly. You should be able to find their contact details on their website or on an order confirmation email. We can also assist with any generic finance application queries, you can reach us over email at support@dekopay.com.

  • I want to settle my loan in full

    If you would like to pay off your loan in full or make an extra payment, you can do so by contacting your lender. Their details can be found in the emails you have received from us in the past. This is also the case if you would like to change your direct debit details or find out your remaining balance.

  • How do I amend my order?

    Contact the retailer directly if you want to amend any part of your order, including delivery. You should be able to find their contact information on their website or an order confirmation email.

  • How do I cancel my order?

    Contact the retailer directly if you would like to withdraw from your finance application. You should be able to find their contact information on their website or an order confirmation email.

  • What is a credit search?

    A credit search occurs when a third party investigates your credit report. They’re looking to see how you manage your credit now, and how you’ve managed it in the past. This search may then be recorded on your credit report for other third parties to see. This is useful to lenders because if you’ve made multiple applications for credit recently, it could suggest to them that you have an urgent need for credit which you may struggle to pay back. In order to offer the best accept rate for customers, the Deko platform may perform up to three searches.

    We will always perform a search on behalf of the first lender, who offers the best representative APRs (annual percentage rate of interest). If this lender declines your application we may repeat the process with a second lender, and potentially a third lender as well. These searches could be a combination of ‘soft’ quotation searches (which do not remain on your report) and ‘hard’ credit searches (which do remain on your report). The type of search we perform is dependent upon the lender in question and their instructions to us based on their lending criteria.

About Deko

If you have a question relating to a purchase of a product you will need to contact your retailer.

Any questions relating to Deko you can find answers here in our FAQ’s. If you cannot find the answer to your question, contact our support team at: