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End-user portal

Your customers can access transaction details anytime using the 17-digit transaction number (TID), as seen on their card or bank statement, and the associated email.

Access the end-user portal

Support hotline

End-users can call our support hotline +49 (0)89 – 9230683-29 (Mon – Fri 9am – 4pm) and our support team will be happy to answer all payment-related concerns.

Email support

Your customers can also send an email to payment@novalnet.de with details of the transaction ID (TID) as seen on their card or bank statement.

What assistance do we provide to your customers?

We’re here to support your customers with queries relating to payment transactions, such as:

  • The status of a payment
  • Information about failed or successful payments

Our team love to help, but they aren’t able to support end users with:

  • Assistance while making a payment
  • Instructions to access transaction details using TID
  • Tracking unrecognisable transactions
  • Renewing or cancelling subscriptions
  • Questions related to shipping, warranty, guarantees, cancellation periods, or delivery times.

Frequently Asked Questions

Novalnet’s end-user support handles transaction-related queries from buyers—such as payment status, chargebacks, refunds, or invoice details—on behalf of merchants, reducing their support burden.

Buyers or end customers who’ve made a payment via Novalnet (e.g., through an online shop or platform) can contact Novalnet directly for help with their transaction.

Novalnet assists with missing or duplicate payments, failed transactions, refund requests, invoice clarifications, chargeback communication, and payment confirmations.

Yes. Novalnet provides multilingual support for buyers, ensuring local-language assistance in major European markets like Germany, France, Italy, Spain, and more.

Yes. End users can contact Novalnet via dedicated support email and phone lines for fast assistance with payment-related concerns.

By offloading payment-related buyer queries to Novalnet, merchants save time, reduce support costs, and provide a better customer experience without involving their internal teams.

No. Novalnet only engages with end users after a transaction or inquiry has occurred, and always in accordance with GDPR and data protection laws.

More ways we protect your money

PCI DSS Level 1 certified

End-to-end encrypted transactions are processed within a fully-secure PCI DSS Level 1 payment system, hosted exclusively in Germany.

Learn more

AI-based fraud prevention

We secure your business proactively, stopping payment fraud and chargebacks before they damage your business’ integrity.

Learn more

Licenses and compliance

We are accredited by BaFin and authorised to provide financial services throughout the European Economic Area in accordance with the Payment Services Supervision Act.

View licenses