Paying in-store with Atoa
If you're a customer who’s paying a business using Atoa, this section is for you. Here are answers to common questions
about how it works and what to do if something goes wrong.
What is Atoa and how does it work?
Atoa lets you pay a business directly from your bank app. No cards, no cash, no faff. Just scan a QR code or click on a
SMS link, approve the payment in your bank app or internet banking, and you’re done. It’s fast, secure, and the business
gets paid instantly.
How do I pay in-store using Atoa?
1. Scan the QR code using your phone camera or click on the SMS link from the business.
2. You'll be shown the business name and amount due.
3. Choose your bank from the list provided.
4. You’ll be taken to your bank app or Internet Banking.
5. Approve the payment securely using Face ID or Fingerprint Scan.
Once done, you'll return to the business's confirmation screen. No app downloads or card details needed.
Take a look at this video if you’re still unsure.
Is Atoa secure?
Yes, very. Atoa uses open banking technology, meaning you never share card details and your account details are never
shared or exposed either. You approve the payment securely within your bank app using Face ID, fingerprint, or a
passcode. Atoa is also ISO 27001 certified, which means we follow globally recognised security standards.
I paid for something I didn’t receive. Can I get a refund?
Start by speaking to the business directly. If they agree to refund you, they can initiate the refund straight to your
bank account.
What happens if there’s a dispute with my transaction?
If you can’t resolve the issue with the business, you can raise a complaint with your bank, just like any other payment.
Atoa payments are processed securely between your bank and the business’s bank, no middlemen involved.
Can I cancel a payment?
Atoa payments are instant and final, so once you’ve approved it in your banking app, it can’t be cancelled. If you’ve
made a mistake or paid the wrong amount, please speak to the business and ask them to issue a refund.
Do I need to download the Atoa app to pay?
Not at all! You don’t need to download anything. Atoa works through your bank’s app or Internet Banking. Just scan the
QR code and follow the steps.
Will I be charged a fee for using Atoa?
No, there’s no charge for customers to use Atoa. It’s completely free. Only businesses pay a small fee, you don’t.
How will I know my payment went through?
Once you approve the payment in your banking app, you'll be redirected to a confirmation screen. You’ll also see the
transaction in your bank statement.
What if my phone loses signal during payment?
If you lose connection before approving the payment, you may need to start the process again. Your payment will only go
through once it’s been approved in your bank app.
Can I use Atoa if I don’t have mobile banking?
You’ll need access to mobile or online banking to complete a payment. If you don’t, you won’t be able to use Atoa. In
that case, ask the business for an alternative way to pay.
What should I do if the QR code isn’t scanning?
Make sure your camera lens is clean and you're standing close enough. If the code still doesn't scan, the business can
share a payment link with you instead, just ask them.
