Business Profile

Payment Processing Services

Nayax, LLC

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Complaints

This profile includes complaints for Nayax, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

96 total complaints in the last 3 years.
21 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/26/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged 10 dollars for a 3 dollar parking token at the health park by the machine inthe front lobby. I got a number from someone inside to call about it. I was told it was a "freeze" on my account for my own security and that it was just how the software works.
I called, was told to call back in a day even though she said it should be reversed within the hour and just got off the phone 4 days after the charge. I can now see a 3 dollar charge as well as a 10 dollar charge.
The transaction happened Monday, April 22, 2024 around 4 pm. I used my visa for this transaction.
I was told agai , that it should reverse and to send in a Screencast.
This is robbery. They need to be stopped feom overcharging people and makingsomeone chase them around for a refund if they actually even notice the extra charge. I look forward to a response.
Business Response
Date: 04/29/2024
Hi ******,

I am sorry to hear about the problem you experienced. Could you please share the location of where you used your card? There seems to be an issue with the account that the reader is opened up under and we will follow up with them about the overcharging.

Thank you!
Customer Answer
Date: 04/30/2024

Complaint: 21629064

I am rejecting this response because: I don't know how to simply respond that the place it happened was the health park on weatherbee road in sydney. There are 2 kiosksbin the front lobby. I have now been charged a totally of 13 dollars and I want the company to actually remedy this from happening to others. It is theft. I want the refund immediately please.

Sincerely,

****** ********
Business Response
Date: 04/30/2024
HI there,

I have reached out to our finance team to help you with that. We will contact the business to make sure we resolve any issues at hand!
Initial Complaint
Date:04/23/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a vending machine operator. I have 7 Nayax devices which I have purchased online paid for and received. I went through all of the proper paperwork to transfer over a device only to have Nayax then inform me that I have a balance due of $581.15. It has been 2 months and not one person over the phone (after being on hold for a week straight for over 2 hours) or through email has helped one bit get the case resolved. Not one customer service person could tell me exactly what the charge is for, except its a balance. I've sent in every single receipt stamped "PAID" for every device that I have purchased. Even one salesperson told me she can't accept the receipts that their own company gives to customers. Brandon ***** then emails giving me an order number SO#86128 saying it wasn't paid, in which i then emailed (receipt attached to this claim) him back with the receipt showing the order number and stamped "PAID" by Nayax! I've emailed Brandon, whom takes 2 weeks per email to respond and haven't heard back after asking for an update on 4/10/2024. His last email to me was 3/27. Lekeyia was absolutely no help and Tamika tried her best but then said the receipts couldn't be accepted. Case 01578561/ US316748
Business Response
Date: 04/23/2024
Hi there,

I am very sorry to hear about the problem you are experiencing with the charge. I have asked Brandon to reach out to have this resolved.

Thank you!
Customer Answer
Date: 04/28/2024
I did hear back from Bryan at Nayax. He indicated that the matter was taken care of and that my account balance was $0. I emailed a response back to Bryan and I also emailed Lekiya *****, for either of them to confirm that the transfer of my Nayax device was successful. As that was the initial reasoning for opening this case and the transfer of the device could not happen until the account was zeroed out. I haven't heard back from either, and a confirmation that my device was transferred successfully would be greatly appreciated.
Initial Complaint
Date:04/19/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
NAYAX PARKING OF HUNT VALLEY, Md CHARGED MY CREDIT CARD SEVERAL TIMES IN JANUARY 2024 ($5.00 EACH TIME). I live in NY and never have been in Maryland. My ******** **** credit card company cancelled the credit card and issued me a new card. Now , 3 months later, my replacement credit card from ******** **** has a $5.00 charge again from NAYAX PARKING on April 1. Will someone direct NAYAX to stop this fraud...and to explain how they have gotten both my old and my replacement credit card number... and to reimburse me for my lost time and inconvenience waiting for a new card.
Business Response
Date: 04/22/2024
Hi there ******,
I am sorry to hear about the problem you are experiencing. Our company, Nayax, is a cashless payment solutions system. This means that we produce and sell the hardware, credit card readers. Most likely, you have been using some kind of parking in New York, which is one of our clients. We serve clients in every state. We produce a bright yellow credit card reader if that helps to identify where your card was charged.
Customer Answer
Date: 04/23/2024

Complaint: 21595115

I am rejecting this response because:as stated in my complaint, I have not used a parking meter on the dates cited , and did not use for parking either my original credit card nor the replacement credit card sent to replace the original card (which I had to cancel due to this fraud).

Sincerely,

****** *****
Business Response
Date: 04/24/2024
Hi there,
If you would like to provide us with the first 4 and last 4 of your card, perhaps the expired or cancelled one, we can provide where the card is being charged from.

Thank you,
**** ******
Initial Complaint
Date:04/18/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The card reader does not work they will not answer phones or answer emails. I've sent a bunch of emails and they will not respond I've called and they do not answer the phone
Business Response
Date: 04/22/2024
As per the last phone call, the device started communicating with the system. However, it showed a Cash Only V00. When this error shows, it means that there is no communication between the machine and the reader. The machine is sending a reader disable command, and this is why the device is stuck on the Cash Only. I did everything on my end that could be done, which is a factory reset and a reload of the configurations, as well as trying some other configurations, and yet nothing changed.
I advised the person I spoke with to unplug the yellow cable where the device and the machine are connected, but he could not do it, so I asked him to get in touch with the machine manufacturer, make sure that cashless is enabled, and also check if there is any other configuration the machine is requesting from the Nayax so those two can communicate.
I took another look at the device, and I saw in the alerts that the communication between the machine and the reader was established, so if you could let me know if the V00 disappeared or if it is still there.
Initial Complaint
Date:04/17/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The machine at the mall charged my anyway despite the fact that the machine did not work. I didn't enter my PIN or anything. I put the card in the card reader to pay for the game and it did not do ANYTHING and the game did not work so it should not be charging me at all.
Business Response
Date: 04/17/2024
Hi there ****,
Can you please share the name of the location/company that charged you? Once we contact the location that is using our reader we can find out the issue at hand.

Thank you,
Paul ******
Initial Complaint
Date:03/26/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I see a charge for what usage I don’t know. Now it maybe for parking but it would be nice to see readable note that a EXTRA SERVICE CHARGE was added to the base fee.
Also, if it is for parking, could you somehow have an abbreviation the denotes what the charge. (i.e prk)
Thank you
Business Response
Date: 03/26/2024
Hi there,

Nayax is the payment solution that the garage uses. Could you please first check in with the location you were overcharged at, and from there we can help resolve the issue further. Please provide the name of the business you were overcharged by.

Thank you!
Paul ******
Initial Complaint
Date:03/17/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Nayax have not responded to my x15 phone calls , my x2 polite respectful emails , & are witholding funds from my Business, ( ********* ******* *** ) . Which in turn , is causing me issues with investment opportunities. I am owed $92.99 from the two disbursements Nayax missed due to there incompetence and lack of customer service.
Business Response
Date: 03/26/2024
Hi ******,
Im sorry for the delay in response. I have asked our finance team to reach out to you directly.

Thank you
Customer Answer
Date: 03/26/2024

Complaint: 21441588

I am rejecting this response because: I have been told this over x3 times by different employees. The “waiting” period has been well over a month and my account information is confirmed and correct according to onboarding . It’s just Nayax holding my money and not respecting the voice messages I leave regarding my name , reason for calling , and etc.

Sincerely, ** ********* ( not happy customer )

****** *********
Business Response
Date: 04/10/2024
Hi ******,
We sent this email to you one week ago.
Good evening,
This email serves as a follow-up I am actively working with reimbursements to research the payments you're 'missing" from 2/29 to 3/7.

Thank you for your patience.
Thank you for your patience ****** as we are correcting the issue at hand.
Business Response
Date: 04/10/2024
This man has been extremely rude and we have replied constantly to him. We cannot prioritize one over another, there is a queue. We sent him this email one week ago:
Good evening,

This email serves as a follow-up I am actively working with reimbursements to research the payments you're 'missing" from 2/29 to 3/7.

Thank you for your patience.
He then submitted probably his 10th overall complaint
Customer Answer
Date: 04/10/2024

Complaint: 21441588

I am rejecting this response because: Rude or not Nayax has all my personal social/business information and are not answering calls for weeks at a time and withholding my money is clearly unacceptable . Can we agree on that? Would you want your check withheld and your superior can't explain why or answer your calls ? I sent a clear email showing the situation to multiple parties of Nayax ( different representative weeks apart when I FINALLY could get ahold of someone). Yet One respond with an irrelevant response of a bank account that is not what I sent and was old and outdated . My money is important to me I'm sorry I can't wait 3 months to finally get a response and Nayax figure out they made a mistake and I just get what owed. At this point through all this trouble I want an incentive. I don't see how my money goes "missing" but I have provided a clear stub from Nayax stating the (2) disbursement has been sent out and should have landed in my account. I provided screenshots of the transaction and proof I have nothing deposited in my account on the date my disbursement was suppose to land. All this money I pay for this service and the customer service is horrible , I can't get ahold of a representative , If I'm put on the 'waitlist' (NO CALL BACK LIST) after waiting 1 hour 36 min they do not return your call. Yes , I do believe in reporting the issue until it fixed in a timely manner ( 3 weeks MAX ) so its a better experience for all users. Your reviews are horrible fixing my situation is on the top of a long list for Nayax

Sincerely,

****** ********* ( Upset soon to be EX Nayax Customer )
Business Response
Date: 04/10/2024
Hi ******,
I have asked our finance department to reach out to you.

Thank you,
Paul ******
Business Response
Date: 06/05/2024
Hi there ******,
Our finance team has emailed you.
Thank you
Customer Answer
Date: 06/05/2024

Complaint: 21441588

I am rejecting this response because: I keep receiving different representative for a matter that has been 6 months in counting versus the original representative I had. I will not keep sending the same documents I have sent to 6 other representatives. At this point I’m getting a run around . Nayax are not trying to solve this matter , instead taking the full length of time to make me care less of my owed money. I wish for Nayax to suffer some consequence for this uncooperative and incompetence.

Sincerely,

****** *********
Business Response
Date: 06/05/2024
Hi ******,
Our finance team emailed you and sent us the screenshots of you two corresponding.
Thank you.
Customer Answer
Date: 06/06/2024

Complaint: 21441588

I am rejecting this response because: a new representative reached out asking me to type everything that happened again. In which I responded pull my case . And I got a response from another representative that I will be receiving half of what is owed to me as a sign of “good faith” . I want my full amount as I pay an abundant amount to acquire these service .

Sincerely,

****** *********
Initial Complaint
Date:03/11/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a new Nayax customer, however i have been trying to get a hold of the finance department or someone who can answer me several questions but if you call ###-###-#### and if you select option 3 or 4 which is technical support or finance department, which I have no one answers and I have been on hold for more than 3 hours each time and eventually the call drops. but if you press option 2 for sales team they answer right away, but once you get them on the line, they cannot connect you with someone in the finance department or transfer you, they will tell you to call back and press option 3 or 4, I have been processing with them for over 2 weeks and I have not received a single deposit from them. Also I am trying to talk to them because some of my clients claim that their card were charge double and I am trying to talk to them so they can help me process a refund and when i spoke to Technical Support they had no clue on how to guide me step by step on how to process a refund and they suggested to call the finance department. Totally unacceptable. Also tried to send them an email and no one has respond or called back
Business Response
Date: 04/02/2024
Hi there *******

I am sorry to hear about the problem you are experiencing. I have asked someone to reach out to you directly.
Thank you,
Paul ******
Initial Complaint
Date:03/11/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Worst company to ever do business with, it’s impossible that this company still exists and makes so much money,bad customer service,they don’t even know about there own devices,it’s been over 2 months and still the device isn’t working, we’ve paid all the fees and invoices we were given,they’ve sent us a new sim,antenna and even the device,no one picks up the phone and even when someone eventually calls you back they are unbelievably rude,then we had this Emmanuel guy being extremely rude to us over the phone acting smart and then sent the device to the wrong address intentionally,the most intentional mistake ever recorded,working with this company has been hell on earth and i advice anyone going into the vending space to run far from this company, with all the devices they gotheyve got just 3 people in there offices in hunt valley, probably outsourcing customer service and tech and these people being given the jobs don’t know anything,we’ve lost money for two months thanks to nayax,supporting small businesses yeah right, lost a lot of money thanks to this not good company
Business Response
Date: 03/11/2024
Hi there ********,

I am very sorry to hear about the problems that you are experiencing. If you could please email me directly @*************** I would love to take a look at your account.

Thank you,
Paul ******
Customer Answer
Date: 03/14/2024

Complaint: ********

I am rejecting this response because:

There has been no help from this company,nobody has contacted us, company remains a terrible place to do business

Sincerely,

******** ***
Business Response
Date: 03/26/2024
We have reached out and have gotten no reply.
Business Response
Date: 01/29/2025
Hello ********,

We apologize for the lack of communication and the errors made in handling your case. We aim to correct this as soon as possible. We are currently gathering all relevant information related to your previous case, including the conversations you've had with agents previously. We will reach out shortly to discuss this with you, and hopefully reach a solution. We thank you for your patience during this process, and apologize again for any inconvenience we've caused.
Customer Answer
Date: 01/29/2025

Complaint: ********

I am rejecting this response because:this company made my business close down and made us lose so much money!I’ll never recommend them to even my enemy!!caused so much pain and heartbreak

Sincerely,

******** ***
Business Response
Date: 01/30/2025
Hello ********. While we understand your frustration and that we've caused a major problem for you, we are doing what we can to make things right. We opened a case and tried reaching out to you yesterday, without response. We encourage you to contact us through our regular channels as soon as possible to have the issue resolved. Unfortunately, we cannot provide assistance via a BBB complaint.
Initial Complaint
Date:02/29/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Nayax has typically been good about time and responsiveness. Now, they never return calls. If you wait on hold for a representative, you can wait an hour and never get one. If you request a call back they NEVER call you back. The ONLY time they called me back was when I was actively using my phone and they called and immediately hung up… literally last then 1 second. Then I get an automated text message saying “We tried to call you!”. Obviously that particular representative was abusing the system and burning through calls to make it seem like the customer simply didn’t pick up. I spoke highly of this company and now it’s unfortunate the complete opposite.
Business Response
Date: 02/29/2024
Hi there ********,
I am sorry to hear about the problem you are experiencing. I have passed this along to your account manager and you should be hearing from them shortly. Please use my email with any other issues you may have @ ***************

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Nayax, LLC is NOT a BBB Accredited Business.