Complaints

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

close

Find a Location

Nayax, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Nayax, LLC

  11350 McCormick Rd Ste 1004 Hunt Valley, MD 21031-1002

• 

  Nayax, LLC

  Executive Plaza 1 11350 McCormick Road Hunt Valley, MD 21031

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:09/12/2023

  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.

  Purchased 6 Credit card readers from this company. Installed only one that did not work. Couldn't get any help for weeks. Packaged them up and sent them back to them for a refund. Haven't received any help or contacts to provide me with a refund.

  Business Response

  Date: 01/02/2024

  Hi there ****,

  Thank you so much for reaching out to Nayax.  I wanted to make sure your issue has been resolved.  Please feel free to email me @ *****@nayax.com if there are any continuing issues!

  Business Response

  Date: 01/03/2024

  Refund has been completed, case is still open.

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair 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 purchased a brand new machine from A vending machine supplier, and they put this piece of garbage nayax credit card reader on my vending machine, which has been impossible to activate. Their customer service is horrible and its been over 3 weeks and Im not even close to getting this credit card reader activated. I sent over all requested documents and even then the process is still ongoing. This company appears to have a pattern of this, making it difficult to activate their credit card readers. I need this credit card reader activated as soon as possible, as my business is losing money daily because of this. I dont understand why this stupid company is even used in the first place, its obvious that they dont care about customers and are incompetent.

  Business Response

  Date: 09/15/2023

  Hi there, 

   

  Thank you for comments, I have forwarded the issue to our team and we are working on resolving the issue.

   

• Initial Complaint

  Date:08/16/2023

  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.

  Hello there, I spoke with an agent who promised to fix this issue and still hasnt been resolved since Thursday. Im tired of spending time on the phone and not getting any help.Were starting services and the processing fees need to be 2.5% + .10 cents because we are charging more than $5 a transaction and NO ONE is helping us fix it!!Im so upset right now!! Weve been waiting waiting for 2 weeks now and have NO sales coming in because no one at NAYAX can forward the agreement that weve been waiting for! PLEASE HELP!!!!!Application details:? OEM/DCS INFORMATION OEM/Reseller Account Name: ?????????????OEM/Reseller Account English Name:?*****************************************************Your DCS Operator ID: ********** Filled by Email Address: CUSTOMER INFORMATION Company Name: ***************** First Name: ****** Last Name: ********* Country: United States DEVICE INFORMATION Product types: VPOS Touch Number of Sold Devices: 1 Machine Protocol: ******** Serial Numbers: ****************,

  Business Response

  Date: 08/29/2023

  Hi there ******,

  My name is **** ******, and I am with Nayax, supporting the sales and marketing side of our operations.  I have reviewed the issues you have submitted above and would like to apologize for the inconvenience.  I have escalated your issues and they are being worked on by your account owner. Please let me know if you have any questions.

   

  Thank you!

• Initial Complaint

  Date:07/18/2023

  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.

  on 7/10/23 this business charged my debit card $20 for parking at their business , i have never been to the business or to ********. i have not bought anything from them

  Business Response

  Date: 07/24/2023

  Thank you. Nayax is the merchant of record for payment transactions of services and products from unattended machines, such as vending, car washes, laundromats, and parking in your case. That is why your bank statement is showing a charge to Nayax instead of the name of the business with which you made a purchase. 
  
  If you still feel that this charge is incorrect, you can visit ************************************************************************************** and ask for a refund.
  
  Regards, **** ********
  Marketing Manager

• Initial Complaint

  Date:06/26/2023

  Type:Customer Service 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 purchased a Nayax Card Reader from Shermco Vending, also known as The Vending ******* on March 7, 2023 for $450.00 Shermco Vending instructed me to call Nayax to have the card reader activated. I have been calling Nayax support since March 7, 2023, and they do not answer or return my voicemails. The invoice number for the Card Reader purchase is ******. Neither company, Nayax nor Shermco, have been helpful. I was able to reach a Nayax *** on June 4, 2022 who said they would activate the card reader manually; however, nothing was done. So, I have a non-functional card reader installed on my vending machine and, to return the Card reader, I would have to figure our how to disconnect it. I do not know how to install or disconnect card readers. Also, the machine would not look appealing once removed because it would have an empty space where the card reader was located.

  Business Response

  Date: 07/10/2023

  Hi - I apologize for the issues you've faced in getting your device working. I see in our database that the case is being looked at. I will escalate and try to get this addressed as soon as possible. ****

  Customer Answer

  Date: 07/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:06/25/2023

  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.

  On March 29th 2023 I purchased a vending machine and a new card reader through A&M Equipment Sale's website. The card reader was a Nayax VPOS Touch for $359, and it has not worked as advertised from day one.
  
  It does not accept multiple payment types that it promises, such as mobile payments for either IOS or Android, or contactless tap payment with credit cards. The card reader also claimed to have a camera installed on the front, which it does not. The claim of the camera is also in the instruction manual. This is an advertised feature, but I was told during onboarding that they never got around to installing them in the devices. The card reader also charges my customers rather or not a product has vending, rendering my guaranteed vend useless. The guaranteed vend is an add-on for the vending machine, one that I paid extra for through *** ********** so to have that voided out by the card reader is beyond frustrating.
  
  I've had one replacement already for the card reader, but the problem remained the same.
  
  I also pay a reoccurring subscription fee to Nayax for $7.99 a month, rather my product works as intended or not. I cannot cancel this myself, a sales person at Nayax must do so but I cannot reach anyone at the company who can or is willing to help me.
  
  I've been fighting this issue since April. I've called, left messages, emailed multiple people across multiple departments, and even tried reaching out to them on social media. I've had no response regarding my return or attempts to cancel my subscription. Nayax has made no attempt to help me with either of these issues.

  Business Response

  Date: 07/10/2023

  Hi - I am sorry that you've been experiencing these issues with our devices. I see your cases in our database. Can you tell me what refund you're interested in? For the device? ****

  Business Response

  Date: 07/11/2023

  Hi, I will see how to start the refund process. ****

  Business Response

  Date: 01/02/2024

  Hi there ********

   

  Thank you for reaching out to Nayax, and I am very sorry to hear about the issue that you experienced.  I wanted to follow up to make sure that this was completed for you.  Please feel free to reach out to me ****************

   

  Thank you!

  Customer Answer

  Date: 01/02/2024

  
  
  Complaint: 20230247
  
  
  
  I am rejecting this response because: I was never able to return the device and no one from the company got back to me, either through social media, phone, or email. After more than 6 months, I cut my losses and moved on to a different company.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 01/10/2024

  Hi there ********

  We are looking into your case now!  I am very sorry about the delay.  Please reach out to me @ *************** with any questions or concerns!

  Customer Answer

  Date: 01/16/2024

  I can't find a way to add clarification to my previous rejection to the company's response, but I would like to close out this case if I can. The reason for the rejection was lack of communication from Nayax, despite numerous attempts to get a hold of anyone at the company. At this point I just want to move on with my life.

  Business Response

  Date: 01/16/2024

  Hi there,

   

  I went into our data base and a refund was processed already. She denied it again.

• Initial Complaint

  Date:06/14/2023

  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've been seeing $10 charges on my **** account for months and notified Nayax directly but have not heard back from them. When I contacted my ***** **** customer service people to file the dispute, I was told a new **** card needed to be issued-a real inconvenience as I travel for business.On this month's statement I saw two Nayax charges:Reference #********A021K8MMF, transaction date 5/18, post date 5/19 Reference #********N03Q35NFV, transaction date 5/30, post date 5/31 This has caused distress and much confusion. At the very least, I should be credited for these bogus transactions. Ideally, Nayax should be penalized for their actions.Thank you for your assistance.

  Business Response

  Date: 07/10/2023

  Hi - I appreciate the complaint, but want to check - it is possible that this is an expense from a car wash or other service that you are using on a regular basis. Nayax is a payment provider for vending and other unattended machines, which means we clear cashless payment transactions on behalf of our operators. Any purchase made at a machine with a Nayax cashless payment device will appear on your credit card statement as a Nayax charge.

  If the above doesn't answer your complaint, please visit this page and request a refund. **************************************************************************************

  Thanks, ****

• Initial Complaint

  Date:06/11/2023

  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.

  I am writing to file a complaint against Nayax for their lack of assistance in resolving an issue with my credit card reader. I have been experiencing multiple problems with my credit card reader, which is not functioning properly. Every time I touch the touchpad, it does not work correctly. Similarly, every time I put in my chip, it does not work correctly either. Due to these issues, I have been losing money on a daily basis and my customers are extremely unhappy with the situation.
  
  In addition to this, I have reached out to Nayax for help and support in resolving this issue but have not received any response for 2-3 months . As a result, not only have I lost significant amounts of money, but I have also not received any payouts.
  
  I urge Nayax to take immediate action and provide me with technical support to rectify this issue. I look forward to hearing from Nayax as soon as possible and resolving this matter at the earliest.

  Business Response

  Date: 06/13/2023

  Hi,
  
  I am very sorry for the delays you've been experiencing. We have had significant growth over the past few months and unfortunately were not able to match it in terms of support needs. However, it is something that we're addressing with automation and improved tools that will let be able to better serve our customers. Regarding your cases, I do see it in our system and have asked the team to expedite and solve as soon as possible. 

  Regards, Lisa ********, Marketing Manager

  Customer Answer

  Date: 06/13/2023

  
  
  Complaint: 20168836
  
  
  
  I am rejecting this response because:
  

  Dear Nayax,
  
  Thank you for your message and for acknowledging the delays I've been experiencing. However, I want to emphasize that these delays have resulted in significant financial losses for my business. While I appreciate your efforts in improving your support tools, I urge you to take immediate action in resolving my case as soon as possible.
  
  I hope to receive updates on the status of my case from your team, and I expect a satisfactory resolution in a timely manner.
  

  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 01/02/2024

  Hi there *******

  I'm sorry to hear about the problem that you are experiencing.  I wanted to follow up to make sure this was completed.  Please feel free to reach out to me @ [email protected] 

• Initial Complaint

  Date:06/11/2023

  Type:Service or Repair 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.

  We Signed up with Nayax in December of 2022 with Two Credit Card Readers on our vending machines. Customer Name: The Annex At Founders Customer Account: ****** After installing the machines, we contacted Nayax to have the system activated, The *** emailed over a packet to fill out and submit with our business info and details for direct deposit of the funds Nayax collected for us, We we advised we would receive our first deposit in 15 days. When we received our first couple of statements from Nayax, there had been no bank deposit. Called Nayax by phone and was told that maybe there was a delay, but they also didnt think they had all our paperwork, we resubmitted the paperwork and was promised a deposit in 10 days. When it didnt happen again, I called and was advised that there was an error on our paperwork, that in one place our business was listed with ****** and our deposit form only had ****** sbumitted the paperwork again but this time their site wasnt working, so had to fax it. Again, promised our funds in ten days. Again, NO $$. Called Again, was advised our paperwork was not complete, and now, we have a different bank account, due to changing banks, which caused all the paperwork and webform had to be submitted again. Now it's March, Our vending machines are taking payments, and Nayax is collecting them , but refuses to deposit in our bank account. CALLED AGAIN in late March, *** told that the company owner had to call, as they claimed not to have the forms we sent last timeon who was authorized to speak for the business. , *** AGAIN promised a deposit to our account of ALL the funds they were still holding. *** told this time it may be up to 15 days because they were having issues. Called again toward the end of ****** *** again told they werent sure they had all our paperwork. Sent it again. Now its ***** They no longer have an option to speak with a rep, its a message advising they are working on the issues. We Need our funds Released! its been months!

  Business Response

  Date: 06/13/2023

  Hi, I am very sorry for the delays you've experienced. We have had significant growth over the past few months and unfortunately were not able to match it in terms of support needs. However, it is something that we're addressing with automation and improved tools that will let be able to better serve our customers. 
  
  Regarding your issue below, Ive escalated it and will follow up to see how these can be addressed, and you can receive your monies as soon as possible.
  
  Either I or someone in Finance will follow up with you. My email is ******************************* if you haven't heard from someone in Finance directly by next week.
  
  Again, apologies for the inconvenience, and thank you for your patience and continued business.
  

  Regards, **** ********, Marketing Manager

  
  

• Initial Complaint

  Date:05/28/2023

  Type:Customer Service 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 have been a customer of ********************** for years now. The customer service has changed to the point you can not get support hardly at all. I have been trying to get seven Nayax VPOS Touches re-programmed and others activated. I call into the ************ number and select tech support. I have tried for over a week now on hold for three hours and no answer. I select option 2 for a call back but don't get a call back. I get an email saying...Nayax valued customer- Your requested callback to ********************** from the prior day was not able to be completed. If you still need to speak to a member of the Nayax team please call again during normal business hours:Monday-Friday 8:30am to 5:30pm, (Technical Support until 8:30pm). Saturday 9am to 1 pm (Technical Support Only). you can also visit our self-help center, which we are updating frequently with additional troubleshooting content: ********************************************************************************* have eight of these on my text messages. I have called in at least eight times to try and get support everyday. I'm paying for devices that are not working and ones that need reprogrammed. I have called into sales and talked to a sales person one time. I have messaged them and they have asked me what I need. I text them they say tech support will work on it and one time they will call me before 1pm. I have never gotten a phone call from tech support.I have worked with ***** as a sales person in the past and that was good at the time. At the very beginning for me Nayax was good to work with. Things have changed and I don't know what to do for service I'm paying for but not getting support I need. Please help me ****. I'm not one to leave negative BBB complaints but this need to be brought unto Nayax to let them realize they have a major customer service issue.

  Business Response

  Date: 06/01/2023

  Hi - I am very sorry for the delays you've been experiencing. We have had significant growth over the past few months and unfortunately were not able to match it in terms of support needs. However, it is something that we're addressing with automation and improved tools that will let be able to better serve our customers. Regarding your case, I see it in our system and it appears that you've successfully completed the form on the landing page. I will follow-up to see what the next steps are to bring your devices online.

  If you don't see a resolution to your issue by the middle of next week, please contact me at *************************************************************.
  

  Again, apologies for the inconvenience, and thank you for your patience and continued business.

  **** ********

  Marketing Manager

  
  

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20111836
  
  I am rejecting this response because:  

  I have been trying for three weeks to get this setup correctly and working.  I'm a member of the FEC Operators and many people are complaining for months they can not get support and get the devices working or fixed, I'm not the only one.  This response is not acceptable.  I need a call from Tech support to get the devices running.  I have a total of 10 of these units that we need tech support on.  I have leases I'm paying out of pocket and can not accept credit card on my devices at this time.

  In my eyes **** the correct resolution is to call me and get this sorted out ASAP.  My phone number is:  ************
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 06/06/2023

  I am escalating the issue and asking for someone to contact you directly from Technical Support.

  Customer Answer

  Date: 06/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   It took some time to get these credit card readers activated but finally after three weeks or so they are working.  
  
  Sincerely,
  
  **** *********