Anyone else running into issues with Yoco website integration?

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Zellephant

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We have an online store that runs on Yoco (we also have Yoco POS machines for in person sales). Suddenly, after some redesign on the website, the Yoco payment processing stopped working. Obviously at first we assumed it was some issue with the theme integration - but extensive testing revealed that not to be the case.

Then this morning we reached out to Yoco support, who immediately decided the issue was related to some outstanding FICA verification (this made no sense - our POS machines and manual payment links and everything else still worked, but nevertheless, we updated the outstanding FICA stuff, and got an in writing confirmation from the compliance team, that the issue with our online payment integration has nothing to do with the compliance stuff - as we were still well within the window period to update this.

I then went back to the support chat - and got answered with this absolute pearl of wisdom:

“
completely understand why this is confusing, especially since you’ve previously been able to accept payments.

To clarify, online payments are currently being managed through a phased onboarding process due to high demand. As part of this, some accounts may be reviewed again to ensure everything aligns with the current onboarding requirements, which can result in temporary disruptions even for merchants who were previously active.

I do understand the impact this has on your business, and I’m sorry for the inconvenience this has caused.

At this stage, the next step is to join the waitlist so your account can be prioritised for review and continuation as soon as onboarding is available:
https://yoco.typeform.com/to/CtnNL8T6

Once submitted, your details will be reviewed and you’ll be contacted as soon as your account can proceed.”

We never got any notification of this, we were previously onboarded, and have been receiving payments through the website using Yoco for some time - and yet somehow, without any notice, we are “off boarded” for online payments, and need to join a waitlist to be re-integrated to their system - which they cannot provide a timeline for? Surely this cant be right.
 
Zellephant said:
We have an online store that runs on Yoco (we also have Yoco POS machines for in person sales). Suddenly, after some redesign on the website, the Yoco payment processing stopped working. Obviously at first we assumed it was some issue with the theme integration - but extensive testing revealed that not to be the case.

Then this morning we reached out to Yoco support, who immediately decided the issue was related to some outstanding FICA verification (this made no sense - our POS machines and manual payment links and everything else still worked, but nevertheless, we updated the outstanding FICA stuff, and got an in writing confirmation from the compliance team, that the issue with our online payment integration has nothing to do with the compliance stuff - as we were still well within the window period to update this.

I then went back to the support chat - and got answered with this absolute pearl of wisdom:

“
completely understand why this is confusing, especially since you’ve previously been able to accept payments.

To clarify, online payments are currently being managed through a phased onboarding process due to high demand. As part of this, some accounts may be reviewed again to ensure everything aligns with the current onboarding requirements, which can result in temporary disruptions even for merchants who were previously active.

I do understand the impact this has on your business, and I’m sorry for the inconvenience this has caused.

At this stage, the next step is to join the waitlist so your account can be prioritised for review and continuation as soon as onboarding is available:
https://yoco.typeform.com/to/CtnNL8T6

Once submitted, your details will be reviewed and you’ll be contacted as soon as your account can proceed.”

We never got any notification of this, we were previously onboarded, and have been receiving payments through the website using Yoco for some time - and yet somehow, without any notice, we are “off boarded” for online payments, and need to join a waitlist to be re-integrated to their system - which they cannot provide a timeline for? Surely this cant be right.
Click to expand...
They changed ownership (and few other things, it was even on mybb's frontpage like today) and you may find what I found that they don't consistently follow their own documentation and versioning e.g. how to register and maintain your webhook registrations. I can't remember this was same SP that I had to add signature fallback, so you know how version 3 looks and you expect version 3, but it may send 2 and 1 as well.

So far, my experience with them is godawful to work with on developer level tbh.

edit:
Also, our test credit card stopped worked on its own a few days ago - still doesn't work and currently the only test payment I can use on them is google pay. At first, it just went nothing, then internal error and at least now friendlier message.

I can't recommend them at all as a payment service provider (sp)
 
No answers for you, but reading Zellephants post they seem absolutely clueless.
 
now05ster said:
No answers for you, but reading Zellephants post they seem absolutely clueless.
Click to expand...
Yeah no. As clueless and hopeless as genAI tends to be, surely it cant be any more hopeless than this current shambles - how the hell do you just take critical business functionality away from existing clients without even warning them.

It’s an absolute joke - the major website redesign and launch today coincided with a major marketing and sales drive - and now we can’t process card payments online - we have had to revert to letting customers checkout without payment - and then email them an order confirmation with a payment link. Which makes us look kinda Mickey Mouse. I have now completed a signup for snapscan online payment as a backup - but we are awaiting KYC/FICA approval before that can be finalised. Im not a happy chappy right now
 
Zellephant said:
Yeah no. As clueless and hopeless as genAI tends to be, surely it cant be any more hopeless than this current shambles - how the hell do you just take critical business functionality away from existing clients without even warning them.

It’s an absolute joke - the major website redesign and launch today coincided with a major marketing and sales drive - and now we can’t process card payments online - we have had to revert to letting customers checkout without payment - and then email them an order confirmation with a payment link. Which makes us look kinda Mickey Mouse. I have now completed a signup for snapscan online payment as a backup - but we are awaiting KYC/FICA approval before that can be finalised. Im not a happy chappy right now
Click to expand...
This is a thing in ZA and all too easy accepted. Look at domains.co.za DDOS event everyone happy, braaing and drinking after its back online hours later. No failover, no cross-border, nothing. It fails then ag sorry ne.
 
Just to report back - without us needing to make any changes on our side, suddenly the Yoco online payment integration is working 100% again.

Their customer care on the other hand, remain as clueless as ever. They can’t tell me what the problem was, in fact they haven’t even acknowledged that there is a problem…. As far as they are concerned the issue is still:

1. Our FICA is not up to date (Even though their own compliance team has told the Custoemr support 3 times now that it is, and also that their is not and never was a trading restriction related to FICA compliance placed on the account.

2. That we are not onboarded onto their system for online payments, and need to join the waiting list….. even while I am sending them screenshots of our now fully functioning payment integration.


Needless to say, this exercise has caused me sufficienf grey hairs to have us actively seeking out alternate payment processors going forward.
 
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