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Frequently asked questions

Payment methods

What is the customer journey flow for making a bank payment through Montonio?

After clicking "Pay" in the checkout page of your store, the customer will be directed to the payment page. On this page, they can select their bank from the options provided and will be directed to the bank's website for authentication. If the customer has multiple accounts with the selected bank, they will need to choose the correct account before seeing the payment details. If they only have one account, they will see the payment details immediately. The customer will then confirm the payment and will be redirected back to your store.

How can I add Montonio payments to my store?

Sign up, complete the onboarding and wait for Montonio to confirm your account to get access to Live API keys. Find your guide to integration in our Integrations page. If your online store is running on a custom solution, please read our API documentation for instructions. Our support team is also available to assist you throughout the integration.

Can I choose which banks or payment options to show in my checkout?

Yes, you can choose which countries and which banks you want to accept payments from.

Can I accept payments in other currencies with Montonio?

Currently, the Montonio payment solution supports EUR payments in Estonia, Latvia, Lithuania, Finland, Germany and PLN payments in Poland.

How do bank payments work?

When a customer is checking out on an online store, they can select their bank from the options provided and will be directed to the bank's website for authentication.

If the customer has multiple accounts with the selected bank, they will need to choose the correct account before seeing the payment details. If they only have one account, they will see the payment details immediately.

The customer will then confirm the payment and will be redirected back to the store.

What is the reliability of the Montonio bank payments?

Our bank payment links are highly reliable and have a proven track record of well above market average payment conversion rate. We work with major banks in Estonia, Latvia, Lithuania, Finland, Germany and Poland to provide a seamless payment experience for customers.

Can customers cancel their payment when using Montonio?

For payments made through payment links, banks have a legal obligation to ensure that initiated payments cannot be cancelled.

Payouts and refunds

How often are payouts made with Montonio?

Payouts with Montonio can be either made in bulk according to your chosen frequency or transferred directly to your account for each transaction. The choice is based on your integration preferences and business needs. For Montonio Split and Financing, we do payouts within 1-2, maximum 8 business days after the end-consumer has signed an agreement. These payouts are for the full amount of the purchase.

How can I refund an order to my customer?

There are different options how to refund your customer depending on the payment method they were using. Read more on our Refunds page.

How can I cancel a refund and will I be charged for that?

As a merchant, you can cancel a refund by contacting us at support@montonio.com. There are no fees for cancelling a refund.

Shipping

How can I add Montonio Shipping to my store?

Montonio Shipping is currently available for WooCommerce and Magento plugins and custom integrations over API. Montonio offers the shipping solution for Estonian, Latvian and Lithuanian stores. Contact us at support@montonio.com to have shipping activated for your store and then just follow the activation guide.

How would it look like in my checkout? Shipping flow for a customer

Here is an overview of how the shipping flow for a customer would look like in your checkout if you are using Montonio Shipping:

1. The customer adds a product or products to their shopping cart and goes to the checkout.
2. The customer enters their shipping information and selects a shipping method from the options available.
3. The available shipping methods will include the providers that you have chosen to offer through Montonio Shipping (Omniva, DPD, and/or Itella).
4. The customer selects their preferred shipping method and proceeds to the payment page.
5. The customer completes their payment and confirms their order.
6. The merchant processes and ships the order to the customer using the selected shipping provider.

Can I choose which shipping providers to offer to my customers with Montonio Shipping?

Yes, you can choose which shipping providers to offer to your customers with Montonio Shipping. Currently, the plugin is available for Omniva, DPD, and Itella. You can select one or more of these providers to add to your shipping methods.

Integration

Which ecommerce platforms can I integrate Montonio with?

Montonio has plugins available for a range of popular ecommerce platforms, including WooCommerce (WordPress), PrestaShop, and Magento. You can find a full list of our plugins on our Integrations page.

If you have a custom solution for your online store, you can use the Montonio API to integrate with our payment solution. Full documentation for the API is available on our Integrations page.

Can I do a custom integration with Montonio?

Yes, you can do a custom integration with Montonio using our API. Full documentation for the API is available on our Integrations page. You can also find plugins and integration instructions for popular ecommerce platforms on that page.

Where can I find my API keys for Montonio?

You can find your API keys in your account in the Montonio Partner System under the "Stores" menu.

How long does it take to integrate with Montonio?

Integrating with Montonio is generally quick and easy. For popular ecommerce platforms, you can simply install a plugin and the integration should be completed in a few minutes.

For custom solutions, you can use the Montonio API to integrate with our payment solution. The time required for a custom integration will depend on the specifics of your solution and the complexity of the integration. Full documentation for the API is available on our Integrations page to assist with the process.

How can I test the solution?

Once you complete the registration process, even before Montonio reviews your account, you will receive access to our Sandbox API keys. These keys allow you to interact with our system and test the functionality of our solution in a controlled testing environment. This gives you the opportunity to familiarise yourself with Montonio's features, integrate our solution into your systems, and ensure a seamless experience before going live.

Getting started

How do I sign up to use Montonio?

To sign up to use Montonio, follow these steps:

1. Go to onboarding.montonio.com.
2. Fill in the necessary details and upload any required documents.
3. Submit the application.

Once your application is submitted, it will be reviewed and processed by the Montonio team. You will receive a notification email once your application has been approved, at which point you will be able to start accepting payments using Montonio. You will also receive sandbox API keys that you can use to test the payment solution in a test environment.

How fast can I start accepting payments using Montonio?

The approval process for your application to use Montonio typically takes 1-2 working days. You will receive a notification email once your application has been approved, at which point you will be able to start accepting payments using Montonio. However, you will be able to test the payment solution using the sandbox API keys that you receive upon submission of your application, even before your application is approved.

Can I sign up multiple stores under one company account with Montonio?

Absolutely! Montonio allows you to register multiple stores under one company account, as long as they are part of the same business entity. If you have multiple stores operating under different companies, however, you would need to register them separately. During the onboarding registration process or within our Partner System, you can conveniently add and manage all your stores that fall under the same business entity.

Onboarding

What are the onboarding steps for Montonio?

Here are the onboarding steps for the Montonio payment solution:

1. Fill in the application form at onboarding.montonio.com
2. Upload necessary documents, including an extract from the enterprise registry and articles of association.
3. After submitting the form, you will receive an invitation to login to the Montonio Partner system and verify your identity.
4. Follow the instructions in the invitation email to verify your identity using SmartID, Mobile ID, an ID card, or Veriff.
5. Once your identity has been verified, Montonio will review your application and provide you with an update on the status of your application. If your application is approved, you will receive a notification email and can start using the Montonio payment solution.

Please note that as a licensed payment institution in the Republic of Lithuania, Montonio is required to comply with Lithuanian Money Laundering Prevention regulations, which may require additional information about your business details.

Who must confirm the registration application?

Anyone can fill out the registration application, but in the last step, the identity must be verified and the data confirmed by the company's legal representative. This means that the person must have the right of representation, according to the business register, so that they can enter into contracts on behalf of the company.

What are the options for verifying my identity?

Montonio offers several options for verifying your identity during the onboarding process. These options include SmartID, Mobile ID, or an ID card. You can also choose to use Veriff, a global identity verification service that uses artificial intelligence to analyse a variety of technological and behavioural indicators, including facial recognition, to verify a person's identity.

What is Veriff and why should I trust them?

When registering with Montonio, we ask the legal representative, i.e. the person entitled to sign, to identify their identity as the last step. You can identify yourself with, for example, Mobile-ID and Smart-ID. If you do not have an e-signature option, you can identify yourself through Veriff.

Veriff is a global identity verification service that helps online businesses to mitigate fraud attempts and ensure regulatory compliance. Founded and headquartered in Tallinn, Estonia, Veriff uses artificial intelligence to analyse various technological and behavioural indicators, including facial recognition, to verify a customer's identity automatically.

When choosing the Veriff identification method, you need to upload a picture of your identity document and a picture of yourself. Once the identity has been checked, be sure to return to the Montonio registration form for a final confirmation.

Know Your Customer (KYC) process

What information do I need to provide during the onboarding process?

During the onboarding process, you will need to provide all the necessary information requested in the registration form. This may include your personal and business details, such as your name, contact information, and the nature of your business.

Additionally, as a licensed payment institution in the Republic of Lithuania, we are required to comply with the Lithuanian Money Laundering Prevention and may ask for additional information about your business for compliance purposes.

What is AML and why does Montonio implement it?

AML stands for Anti-Money Laundering. As a licensed payment institution, Montonio is required to implement the laws and regulations of Money Laundering and Terrorist Financing Prevention Act. Such procedures are designed to prevent criminals from disguising the origins of illegally obtained funds.

By implementing AML practices, we prevent criminal activities and help protect and contribute to a more secure financial environment.

Why and what documents does Montonio ask for?

We ask customers for additional documents in order to be able to fulfill the regulatory obligations set for us and to make sure that the data provided by the customer is correct.

For example, we ask for ID copies of the beneficial owners so that we can identify the beneficial owner and their details such as citizenship.

When registering with Montonio, we ask for the customer to upload the following documents to the application: registry card, Articles of Association, shareholders extract and ID-copies of beneficial owners.

However, in some cases we may also ask for additional documents so that we can make sure that the data of the actual beneficiaries is correct, the origin of the funds used in the transaction, etc.

Where can I find the required documents?

You can find the required documents from your local business registries. More detailed guide can be found here.

Who is considered a beneficial owner?

A beneficial owner is an individual who ultimately owns or controls more than 25% of a company's shares or voting rights, or who otherwise exercises control over the company or its management. This may include shareholders, directors, and other key decision-makers within the company.

Legal and security

How safe is to use Montonio?

A high level of data security is our top priority at Montonio. We follow the data security guidelines based on ISO 27001, and our data security is regularly audited by specialised IT auditors to ensure the safety and protection of our customers' data.

Is your payment service insured?

Yes, our payment service is insured with a liability insurance contract worth 1.5 million euros from one of the largest insurers in Europe with an excellent Standard & Poor's rating of A. This liability insurance covers potential claims related to security incidents and fraud, among other things.

Under what licence do you provide your services?

Payment initiation services at Montonio are provided by Montonio Finance UAB, a Lithuanian limited liability company with registry code 305205122 and address Konstitucijos pr. 7, LT-09308 Vilnius, Lithuania. We hold a payment institution license No LB002007, issued by the Bank of Lithuania.

"Pay later" services are provided in Estonia by Montonio Finance OÜ, an Estonian limited liability company with registry code 14557628 and address Kai 1, 10111 Tallinn, Estonia. We hold a credit intermediation license No 4.1-1/95, issued by the Estonian Financial Supervisory Authority.

What are the terms for using Montonio’s services?

You can find our terms of service here. Please make sure to review and understand these terms before using our services.

Data protection

How is my data protected and used?

We prioritise the protection of our customers' data at Montonio. We follow data security guidelines based on ISO 27001 and regularly audit our data security with specialised IT auditors to ensure the safety and protection of our customers' data. We have strong technical and organisational security measures in place to ensure secure handling of personal data. More information can be found from our privacy policy.

What data does Montonio collect from a merchant?

As a licensed payment institution, we are required to collect and store information as stipulated by the Republic of Lithuania's Law on the Prevention of Money Laundering and Terrorist Financing (the AML law) and the Law on Payments (the Payments law).

Our responsibilities include gathering data on customers, representatives, and Ultimate Beneficial Owners (UBOs) as outlined in the AML law. Additionally, the AML law mandates that we retain all obtained documents and information, including copies of identity documents, for 8 years following the conclusion of transactions or business relationships with customers.

Consumer: Can I request the deletion of all my personal data collected by Montonio?

If you have used Montonio's services to make a payment, we are unable to delete certain data necessary for providing payment initiation services. This includes information required upon the payer's request to initiate a payment for goods, services, etc: IBAN, date and time of payment, sum, payment description, payment status, metadata (IP address, device info); coupled with information in the store where the payment was made.

This data is required by law to be retained for a minimum of 3 years after the payment date, as we are a licensed payment institution obligated to store such data.

However, we assure you that once the legally mandated period for processing personal data expires, Montonio will delete the personal data it holds.

Consumer: If I have used Montonio for online transactions, under what circumstances may my personal data be disclosed?

Montonio only stores data necessary for providing payment initiation services, such as data required to process a payment for goods or services as requested by the payer. No additional data is stored beyond this scope.

Montonio may disclose personal data in the following situations:
- For law enforcement, when legally required or responding to public authority requests, ensuring all disclosures comply with legal standards. - In business transactions, such as mergers, acquisitions, or asset sales, where personal data transfer may occur.
- For unforeseeable transfers, we share data with third parties only with your consent, under legal obligation, or in exceptional cases, like protecting vital interests.

Legal and security

How safe is to use Montonio?

Is your payment service insured?

Under what licence do you provide your services?

What are the terms for using Montonio’s services?

You can find our terms of service here. Please make sure to review and understand these terms before using our services.

How is my data protected and used?

Do you have POS terminals?

No, we do not offer POS terminals.

How can I add your logo to my store?

To add the Montonio logo to your store, you can go to the settings in any of our plugins and choose whether or not to display our logo and/or text.

What is your payment conversion rate?

Montonio's payment solution has been designed with a focus on maximising payment conversion. While we have taken all possible measures to minimise the number of unfinished transactions, the conversion rate also depends on the customers payment behaviour and the reliability of the banks. On average, Montonio's payment conversion rate is around 97%, but some large-scale merchants have achieved a conversion rate of 99%.

The overall conversion rate of an online store can be influenced by various factors, including the attractiveness and pricing of your products or services, the user experience of your website, and the payment methods and options you offer to your customers. It is always a good idea to continuously monitor and optimise your conversion rate to ensure that you are maximising the number of successful transactions and minimising any potential barriers to payment.

Offering additional payment options such as Montonio "Pay later" has been shown to significantly increase conversion rates for merchants as they provide customers with the option to pay for their purchases in instalments rather than upfront, which can be more appealing and convenient for some customers.

About Montonio

Why would I choose Montonio’s payment options?

There are several reasons why you should choose Montonio's payment options for your online store:

1. Wide range of payment options: Montonio offers a variety of payment options, including bank payments, card payments, Split financing, and Financing. This allows you to offer your customers a range of payment options, increasing the chances that they will complete their purchase.

2. High conversion rate: Montonio's payment solution is designed with a high conversion rate in mind, and merchants using Montonio have reported conversion rates as high as 99%.

3. Low fees: Montonio's fees are competitive and transparent, with no hidden costs or cancellation fees.

4. Data security: Montonio takes data security seriously and follows data security rules based on ISO 27001.

5. Customer support: Montonio provides excellent customer support to help merchants with any issues or questions they may have.

Overall, Montonio's payment options offer a convenient, reliable, and cost-effective way for merchants to accept payments from their customers.

How can Montonio’s fees be so low?

Our payment service is provided through the innovative payment initiation service created by the Second Payment Services Directive (PSD2). In the case of traditional bank links, banks charge payment service providers a commission. They cannot charge a commission for the payment initiation service. Demand for our service is also on a strong growth trend, which allows us to offer competitive pricing to our merchants.

Can I trust your payment solution?

Yes, our payment options are secure and trustworthy and already trusted by over 6,000 merchants. We prioritise data security and follow the rules outlined in ISO 27001. Our data security is also regularly audited by specialised IT auditors to ensure its integrity.

How many ecommerce businesses use Montonio?

Montonio's solutions are trusted by over 6,000 ecommerce businesses across the Baltics, Finland, Poland, and Germany.

How are you better than other payment providers?

There are several reasons why merchants choose Montonio over other payment providers. We offer competitive pricing, excellent customer support, and a commitment to constantly improving and finding the best solutions for our merchants to grow their business.

Who are the people behind Montonio?

Our team consists of more than sixty people and we operate in all of the Baltic countries, Poland, Finland, and Germany.

How can I get in touch?

Feel free to reach out to us! Send us an email at support@montonio.com or contact us through the chat window. Our customer support team is available to assist you on weekdays from 9:00 to 17:30.

Do you have any other questions? Contact us and we will be happy to help.

Frequently asked questions

What is the customer journey flow for making a bank payment through Montonio?

How can I add Montonio payments to my store?

Can I choose which banks or payment options to show in my checkout?

Can I accept payments in other currencies with Montonio?

How do bank payments work?

What is the reliability of the Montonio bank payments?

Can customers cancel their payment when using Montonio?

How often are payouts made with Montonio?

How can I refund an order to my customer?

How can I cancel a refund and will I be charged for that?

How can I add Montonio Shipping to my store?

How would it look like in my checkout? Shipping flow for a customer

Can I choose which shipping providers to offer to my customers with Montonio Shipping?

Which ecommerce platforms can I integrate Montonio with?

Can I do a custom integration with Montonio?

Where can I find my API keys for Montonio?

How long does it take to integrate with Montonio?

How can I test the solution?

How do I sign up to use Montonio?

How fast can I start accepting payments using Montonio?

Can I sign up multiple stores under one company account with Montonio?

What are the onboarding steps for Montonio?

Who must confirm the registration application?

What are the options for verifying my identity?

What is Veriff and why should I trust them?

What information do I need to provide during the onboarding process?

What is AML and why does Montonio implement it?

Why and what documents does Montonio ask for?

Where can I find the required documents?

Who is considered a beneficial owner?

How safe is to use Montonio?

Is your payment service insured?

Under what licence do you provide your services?

What are the terms for using Montonio’s services?

How is my data protected and used?

Can I request the deletion of my account and all related company data from Montonio's partner system?

What data does Montonio collect from a merchant?

Consumer: Can I request the deletion of all my personal data collected by Montonio?

Consumer: If I have used Montonio for online transactions, does Montonio share my personal data with other parties?

Consumer: If I have used Montonio for online transactions, under what circumstances may my personal data be disclosed?

How safe is to use Montonio?

Is your payment service insured?

Under what licence do you provide your services?

What are the terms for using Montonio’s services?

How is my data protected and used?

Do you have POS terminals?

How can I add your logo to my store?

What is your payment conversion rate?

Why would I choose Montonio’s payment options?

How can Montonio’s fees be so low?

Can I trust your payment solution?

How many ecommerce businesses use Montonio?

How are you better than other payment providers?

Who are the people behind Montonio?

How can I get in touch?

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