Contact TapEP
Email: support@tapep.co.uk
Phone: +44 7338 641505. If we can’t answer, leave a message and we’ll call you back.
We aim to reply within 2 working days.
Please include:
- The email address on your TapEP account, if you have one.
- The shop’s name.
- The payment reference, if available.
- The amount, date and a short description of the problem.
Do not send passwords, card numbers or bank details.
I paid a shop and need help
Contact the shop first about your order, the goods or services, or a refund. The shop is the seller and is responsible for customer service.
TapEP cannot refund payments. The shop makes refunds through its own Stripe account.
If you cannot resolve the problem with the shop, contact your card issuer or bank.
If you think a payment link is a scam, do not pay it. Email us with the link and the shop’s name.
How do I create and share a payment link?
- Create your TapEP account in the app and confirm your email address using the link we email you. Then sign in.
- Create your shop and complete Stripe’s sign-up and business checks.
- Enter an amount from £1.00 to £1,000 and choose a reason: Goods, Services, Deposit, Invoice or Other business payment.
- Tap Create payment link, then Share payment link.
Your customer opens the link in their browser and pays on Stripe’s secure payment page by card, including Apple Pay and Google Pay where available. Stripe’s separate “Link” saved-payment option is not offered.
How long does a link last?
Your customer needs to start paying within about 30 minutes of you creating the link. After that, the link says it expires too soon to start paying, so create a new one.
A payment your customer has already started can be finished until the link stops working, 60 minutes after you created it.
You can create a new link at any time. If a customer is unsure whether they have already paid, check the payment status before asking them to pay again.
Where do I see payments and payouts?
Use your Stripe Dashboard to view payments, refunds, disputes and payouts.
TapEP also shows payment statuses received from Stripe. Do not rely only on a screen shown on a customer’s phone. Check the status yourself before treating a payment as received.
Payments go directly into your shop’s Stripe account. Stripe pays them out to your bank. Stripe controls payout timing, holds and account checks.
TapEP never holds customers’ money.
What if a payment is still processing?
Check its status in TapEP or your Stripe Dashboard.
Customers should avoid paying again while the first payment is still processing. If the status remains unclear, email us with the payment reference, shop name, amount and date.
For questions about a payout or a hold on your Stripe account, check your Stripe Dashboard and contact Stripe.
What does TapEP charge?
TapEP charges 1% of each payment, rounded down to the penny, with a minimum fee of 1p.
Stripe automatically deducts this as an application fee. For example, TapEP’s fee on a £10 payment is 10p.
Stripe’s processing fees are separate and are charged to the shop.
See Pricing and the Terms for shops for full fee details.
How do I refund a customer?
- Sign in to your Stripe Dashboard.
- Open the relevant payment.
- Follow the refund steps and choose the amount to return.
You cannot issue a refund from the TapEP app.
For a full refund, TapEP returns its whole fee. For a partial refund, it returns the matching share. Partial fee returns are rounded down to the penny using the total refunded so far.
Stripe’s own fees follow Stripe’s rules and may not be returned.
What happens if a customer disputes a payment?
Open the dispute in your Stripe Dashboard and follow Stripe’s instructions. Respond to requests for information within the deadline shown there.
Stripe handles the dispute between your shop and the customer’s bank. Stripe’s dispute fees follow its own rules. TapEP does not decide the outcome.
TapEP keeps its fee on disputed payments.
I forgot my password
On the sign-in screen, choose the option to reset your password and enter the email address on your account. Open the link in the reset email, choose a new password, then sign in to the app.
Your new password must contain:
- At least eight characters.
- A capital letter.
- A small letter.
- A number.
- A symbol.
If the email does not arrive, check your spam or junk folder. Contact us if you still need help. Never send us your password.
I have not received my confirmation email
You must confirm your email address before using TapEP.
Check your inbox and spam or junk folder. You can use Resend email on the confirmation screen, then follow the link in the email.
Sign-ups that never confirm their email address are automatically deleted after 30 days.
How do I delete my account?
- Open Account in the app.
- Select Delete account.
- Type DELETE.
- Select Delete my account.
This removes your TapEP login and closes your shop. Unpaid payment links stop working.
Payment records and your agreement to the terms are retained as required by law. See our Privacy Policy for retention details.
If the app says a payment is still being processed, try again later.
Your Stripe account is separate and stays open. Manage it through your Stripe Dashboard. Deleting the app from your phone does not delete your TapEP account.
About TapEP
TapEP is run by TAPEP LTD, registered in England and Wales, company number 17412644.
Registered office: Flat 2, 36 Park Mansions, Vivian Avenue, London NW4 3UU.
Email: support@tapep.co.uk · Phone: +44 7338 641505
ICO registration number: ZC232629.