FAQ | KPay Group

Payments via JCB and various QR codes (through DGFT) are now supported

For Those Considering Implementation

KPay Service Details and Features

What distinguishes KPay from other payment services?

The most significant difference is that implementation costs are entirely free. Merchant partners only pay us transaction fees based on sales generated through cashless payments. This allows even small shops or newly opened businesses to start using it with confidence.

Is KPay a Japanese company?

We are a Hong Kong-born brand with a subsidiary in Japan called KPay Japan. Japanという支社を構えています。

What payment methods does it support?

We support four international credit card brands plus nine QR code payment methods.
Supported payment brands → VISA / Mastercard / JCB / UnionPay / PayPay / au PAY / d払い® / Rakuten Pay / Merpay / AEON Pay / J-coin Pay / Alipay+ / WeChat Pay

Costs for Implementation and Operation

What are the initial costs?

There are no terminal fees, registration fees, or monthly usage fees. Implementation is available at zero initial cost. After implementation, we only charge transaction fees based on sales generated through cashless payments.

What are the various fees?

We only charge transaction fees based on cashless payment sales (from 2.4%). There are no transfer fees or fixed monthly charges. For the time being, we are also waiving any fees incurred during refunds. The transaction fee rate varies per contract; please consult your sales representative for details.

Please advise on any costs incurred upon termination.

Payouts / Payout Cycle

What payout cycles are available?

You may choose between two types: twice monthly or four times monthly.

Are there any fees associated with selecting a specific payment cycle?

Regardless of the cycle chosen, there are absolutely no fees, including transfer charges.

What is the shortest timeframe from sales generation to payment receipt?

In either cycle, payment can be made as early as five days after the closing date. Should the fifth day fall on a Saturday, Sunday, public holiday, or year-end and New Year period, payment will be made on the next business day.

Application and Review

What documents are required for application?

For corporations:
Certified copy of the company register (issued within the last 3 months)
Business licence (if applicable)
Identity document of the representative
Photo ID of the designated contact person (not required if the same as the representative)
Photo ID of the beneficial owner (not required if the same as the representative)
One exterior photo of the premises
Two interior photos of the premises
Bank account details (passbook or online bank account statement)

For sole traders:
Business licence (if applicable)
Identity document of the representative
Photo ID of the responsible person (not required if the same as the representative)
One photograph of the shop exterior
Two photographs of the shop interior
Bank account details (passbook or online bank account certificate)

How long does it take from application to service commencement?

Provided the documents are complete, you can typically start using the service within approximately three weeks.

I wish to check the progress of my application.

Please call 0120-58-7070 and we shall look into it promptly.

For Merchant Partners

Using the KPay Terminal

Where can I view payment history?

Open the KPay terminal app and tap [Transaction History] at the bottom of the screen to view a list of past transactions.

What is the difference between ‘Cancellation’ and ‘Refund’ for payments?

“Cancellation” is only possible for payments made on the same day. To cancel payments made the previous day or earlier, you must perform a ‘Refund’.

How do I reissue a receipt?

You can reissue a receipt by following these steps:
1. Open the KPay terminal app and tap [Transaction History] at the bottom of the screen
2. Find the relevant payment and tap it
3. Review the displayed details and, if correct, tap the [ ] button

Terminal malfunctions or faults

The terminal won't power on.

When connecting the terminal to the charging cable, does the screen display a battery icon or remaining charge (in percentage)?
If displayed: Press and hold the power button on the left side of the terminal (for approximately 10 seconds) to force a restart.
If not displayed: Follow these steps to check the battery plug connection.
1. Turn the device over and open the battery cover
2. Ensure the battery plug is securely inserted into the socket on the left side (For reliability, gently pull the plug out once and carefully reinsert it, ensuring it is vertical. As the components are small and delicate, proceed slowly and carefully without applying excessive force.)
3. Close the battery cover again and lock it.

Receipts cannot be printed.

Please check each of the following points one by one and test whether printing is possible after each check.
1. Confirm the roll paper is loaded in the correct orientation.
※ When viewing the device with the screen facing towards you and the printer cover at the back, the correct state is for the edge of the roll paper to be facing towards you. If incorrect, reload the roll paper in the correct orientation.
2. Ensure the “paper feed roller” is correctly installed, with the gear-like end positioned on the left side.
3. Check that there is sufficient paper remaining on the roll.

The terminal repeatedly freezes / shuts down.

The most common cause is a poor connection of the battery plug. First, check the battery plug connection using the following steps:
1. Turn the terminal over and open the battery cover
2. Ensure the battery plug is firmly inserted into the socket on the left side (for certainty, gently unplug it once and carefully reinsert it, paying attention to the vertical alignment. As the components are small and delicate, proceed slowly and carefully without applying excessive force.)
3. Close the battery cover again and lock it

Roll Paper FAQ

How do I order roll paper?

You can order 24 hours a day via the ‘KPay app’ on your smartphone.
1. Open the app and tap [Payment] in the centre
2. Tap [Order Roll Paper]
3. Verify the displayed address and telephone number are correct
4. Enter the delivery time slot, number of rolls, whether contactless delivery is acceptable, and any remarks (if applicable)
5. Confirm the delivery charge and tap [Submit Request]
※ The app also allows you to check your order history and tracking numbers.

How many days does one roll of paper last?

This varies by store and printing settings, but please consider ‘approximately 30 transactions per roll’ as a rough guide.

How do I replace the roll of paper?

Please replace it following these steps:
1. Open the paper roll compartment.
2. Insert the roll with the printing side (white side) facing up, ensuring the end protrudes 1-2 cm from the terminal.
3. Replace the cover and press it down gently until you hear a click.

Receipt-related

The printed text appears faint.

The built-in printer uses thermal printing, which applies heat rather than ink. Could you first try the following steps?
1. Open the roll paper compartment
2. Gently wipe the metal plate (just below the cutter) with an alcohol-based wet wipe
3. Check the paper feed roller and feed path for any debris or dust; remove if present
4. (If steps 1-3 do not resolve the issue) The roll paper may be degraded; replace with a new roll

Printing is not possible.

Please try the following steps in order, checking after each one whether printing is possible.
1. Confirm the roll paper is loaded in the correct orientation
When positioned with the screen facing towards you and the printer cover at the back, the edge of the roll paper should be facing towards you. If incorrect, reload the roll paper in the correct orientation.
2. Ensure the “paper feed roller” is correctly installed, with the gear-like edge positioned on the left side.
3. Check whether there is sufficient paper remaining on the roll

The receipt jams often.

Deteriorated roll paper is more prone to jamming. Open the roll paper compartment to inspect the condition of the roll paper. If you notice signs of deterioration, such as discolouration, replace it with a new roll and try printing again. Additionally, store the roll paper in a cool, dark place, avoiding high humidity, high temperatures, and direct sunlight.