Complaints

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

close

Find a Location

Authorize.Net 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

• 

  Authorize.Net

  2901 N Ashton Blvd Lehi, UT 84043-5494

  
• 

  Authorize.Net

  PO Box 947 American Fork, UT 84003-0947

  

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:10/07/2022

  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.

  They closed my account and have Been holding my $4000 for over 90 days and won't answer my requests to release.

  

  Business Response

  Date: 10/10/2022

  Greetings *******,
  
  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway ******* under business name *********************** and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference.
  
  I can understand your concerns over the funding hold for eCheck transactions. This is a standard practice for all account closures to ensure that all eCheck transactions have cleared before funds are released.
  
  After reviewing your account, I reached out to our *********************** and requested a review to have the funds released. Unfortunately, due to the history we are currently seeing on returns and chargebacks they were unable to process the release. You should have received a few additional emails from our *********************** with some additional details.
  
  I am sorry for the delay in releasing the funds; however, I am happy that I was able to provide you with further information and address this issue for you. Thank you for contacting us and have a great day!
  
  Regards,
  
  ******************

• Initial Complaint

  Date:10/04/2022

  Type:Product 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 a small business owner who was seeking a payment processor for my website transactions in the year 2021. I submitted a application to create a merchant account with authorize.Net on 04/25/2021. This application required a lot of personal and financial information such as social security number, bank account/ routing number, address and etc. I received a email the same day on 04/25/2021 stating my application has been denied for the service I applied for. Authorize.net sent me email forwarding me to a different payment processor to use since my application was denied, I didnt want to use a different processor for my website so I did not apply and never received any contact since 06/14/2021. 10/04/2022 I see a charge from “AUTHNET GATEWAY” and after speaking with TDbank they have confirmed Authorize.net has been charging me a subscription I wasn’t approved for since June 06, 2021. I have over 14 transactions at $25. I called Authorize.Net and spoke to a supervisor named “Darrel” explaining I have not gotten anything stating that I was going to be charged continuously for a denied account. He walked me through the step to try an login into my account which I didnt have access to and kept getting a “ EXPIRATION PASSWORD ERROR”. Which is proof I did not have access to this account at all and he closed the account manually on his end today10/4/2022. I asked for a refund for all trancations back to 06/2021 and said he could only refund 2 payments out of 14. have 0 emails, mailed bills or phone calls telling me about these charges and Darrell did not care one bit how this was a error on their side. To prove how much of a scam this is, the charge has been changed to $30 as of august. If I was a member why didn’t I get a email to confirm the service will go up? I have totaled up to $350 worth of transactions for literally nothing and Darrel refuses to refund me for all those transactions.

  

  Business Response

  Date: 10/10/2022

  Greetings ******,
  
  I understand the concern over the fees being billed. The account was activated, and the fee schedule was agreed to 04/25/2022. When an Authorize.Net account is in an open status, the monthly billing will continue while this service is available for use. In the complaint you mention you received an email on 4/25/2022 which stated that your application had been denied and that we were sending you to a partner.  In this same email you will see that we also mention that your Authorize.Net Payment Gateway account ******* will not be affected by this decision. The reason for this is that you can also connect another Merchant Account to the Gateway so until we are contacted to close the account it will remain active.
  
  Reviewing your account, as you mentioned, I do see that you spoke with one of our Account Specialists to close your account on 10/4/2022 and was sorry to hear that you were unable to login. The error you were receiving was due to the length of time it has been since the account was last logged into, so I do apologize. I also see that our Account Specialist was able to refund a total of $135.00 which covers a total of 4 months of fees and as I understand the confusion as to which account the decline was for, I have refunded an additional 5 months for a total of 9 months all together in the amount of $260.00. If you happen to see any other charges from Authorize.net on your bank statement, please feel free to call us at our 24x7 support number (877) 447-3938 our agents would be happy to look into it for you.
  
  Thank you for contacting us and have a great day!
  
  
  Regards,
  
  Lynette W.

  Customer Answer

  Date: 10/17/2022

  
  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. But I have yet to receive any refund at all.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair 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 opened an authorized.net account in Oct **** so our business can accept ACH payments/e-Check from customers. After almost a year of using their service, we discovered that our funds were on hold due to a risk department holding the funds since our account was set up. I contacted the support team on August 12th to find out that we had $27,000 on hold for no reason and was never contacted by anyone from Authorized.net. The service rep working with the ******************* stated the funds would be released within 24 hours. I waited a day and the funds never arrived. I contacted support again and was told I needed to call the Merchant teams again to see why the funds were still on hold. On August 15th I called support again and was told an email was sent requesting more information before the funds can be released. I never received the email, so the rep said the person that was assigned to my issue was not in the office yet and would send the email as soon as she arrived. Several hours later still no email I called back to support and this time was told the rep was presenting in a meeting and could not send the email. I was also told another rep was not able to send the email because the original rep used a personal email to send me the request for more information. The rep was still unable to assist or provide any means of escalating. At the end of the call, I finally received an email requesting my business license or articles of **********************, 3 customer invoices, and an explanation of how my customers make payments. I replied immediately with the information and was told there will be another 2 to 3 days' hold. I have put over 5 hours of my time with support trying to get the funds released and have very low confidence that they will release my fund any time soon. I am looking for some assistance to get this company to deliver per our agreement.

  

  Business Response

  Date: 08/19/2022

  Greetings, *******,

  
  I would like to thank you for contacting Authorize.net through the Better Business Bureau.  I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway ******* under the business name *********************** and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference.

  
  I can understand your concerns over the funding hold of eCheck transactions. This is a standard practice for all new eCheck merchants; as with all underwriting done, there are internal checks and balances in place to ensure the protection of Authorize.net and businesses we work with. As part of these underwriting practices, it is standard to have a funding hold period.

  
  In spoke with our Team today and found that they did receive your response on 8/15/2022 with the additional information that was required and as of this of 8/17/2022 the funds were releases and in looking at your account as of this morning in your statements you will see a deposit that should reflect to your account within 3-5 business days.

  
  I again want to apologize for the delay in the release of funds; however, I am happy that the funds have not been released. Thank you for choosing to partner with Authorize.net and I hope you enjoy the rest of your day.

  
  Regards,
  
  ******************

  Customer Answer

  Date: 08/22/2022

   
  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:07/28/2022

  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 indirect client of Authorize. Net through Chase merchant services.They are a middle man in my credit card transactions to clients .However, they offered a e-check To be be added to my payment system, so i signed up .Unbeknownst to me that this was outside of Chase, ,A client was routed to pay through echeck 5k plus .We seen the transaction and called about funding.They said my account will fund In 5 days.The transaction took place on 7/25/22 They sent a email requesting more info that should of been already on file for my buisness.I sent the info and i was immediately notified that they closed my account and fund will not be available in 5 days but more like 90 plus.How convenient, they had info On me and multiple transactions Made via the credit crard portal But funny how they shutdown my account and now holding all echeck funds for 90 plus days.The client called her bank and they debted the 5k already and said they can't recall the transaction.I feel this is a preditory action on Authorize. Net How did it go to 5 days to 90 days and they close a echeck account because it doesn't fit their business model.However my credit card side does.They took my option to refund my client away so to closing a account that just had its dirst transaction.They had 2 months to decide that prior to payment.I believe there is a fund holding scam here and will not be quite about them and there tatics until They release funding in a reasonable time frame.Shame on Chase to partner with these scum bags.

  

  Business Response

  Date: 08/02/2022

  Greetings ****,
  
  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I have found gateway ******* under business name **** ********************************* and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference.
  
  I can understand your concerns over the funding hold for eCheck transactions. This is a standard practice for all new eCheck merchants; as with all underwriting done, there are internal check and balances in place to ensure the protection of Authorize.net and the businesses we work with. As part of these underwriting practices, it is standard to have a funding hold period.
  
  As you stated the original funding hold period for funds was initially 5 days.However, once the underwriting team performed the final review that takes place after transactions are ran it was found that we could not support the business model. I did reach out to our underwriting team to see if there was anything we could do to release the funds earlier and unfortunately, we do need to wait the 90 days that you were originally given to ensure that all transactions are covered, and no chargebacks issued.
  
  I am sorry for the misunderstanding; however, I am happy that I was able to provide you with further information and address this issue for you. Thank you for contacting us and have a great day!
  
  Regards,
  
  ******************

• Initial Complaint

  Date:06/28/2022

  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 have been using the **** solution for my company payment needs for over a year. Going forward I'm hitting a brick wall trying to get proper support from the online support center or in the forums.The main areas I need help with are implementing ApplePay through the **** API. I would like to speak with the development team in charge of this specific solution. Many people are waiting for clarifications in the online forums and haven't been answered in years! This is not a way I can continue using ****.Please help me get in touch with a specific person who can help me out.

  

  Business Response

  Date: 07/05/2022

  Greetings, ********
  
  In researching your complaint, I unfortunately was unable to locate your Gateway Account with us to review the information that has already been provided.   Due to this my apologies ahead of time if anything I include below has been provided previously.  In your complaint you requested to have someone reach out to you directly to help with Apple Pay and our API. Unfortunately,our ******************* Team is not available via phone. However, you can always enter a Support Ticket for an integration issue, and they are able to follow up via Support Case.  You can also reach out to them through the Developer Queue on our ************** as well.
  
  Below, I have also included the information on how to sign up for Apple Pay as well as a few links that will direct you to our **************** with some helpful articles.
  
  To sign up for Apple Pay:  
  Step 1. Log in to the Authorize.Net Merchant Interface.

  
  Step 2. Click the Account tab in your gateway and then on the left hand side of that page click Digital Payment Solutions.

  
  Step 3. In the Apple Pay section, click Sign Up.  

  
  Additionally,this article will go over all the steps of setting that up as well as how your business can get ready to accept Apple Payments on your website/software end: https://developer.authorize.net/api/reference/features/in-app.html  

  
  We also offer additional information on how to code for this and testing of it here: https://developer.authorize.net/api/reference/#mobile-in-app-transactions-create-an-apple-pay-transaction
  
  Thank you for choosing to partner with Authorize.net and I hope you enjoy the rest of your day.
  
  
  Regards,
  
  ******************

  Customer Answer

  Date: 07/06/2022

  Complaint: 17495220
  
  I am rejecting this response because:

  I do not need help with the basic info that was provided in the answer. I got all of that covered.

  The complaint is exactly about not being able to receive technical support. The response suggests I try their online support and forums - which I already tried and got no help: The online support is extremely unprofessional and useless, did not provide any resolution and just close my cases, and the forums are totally neglected - with some open questions waiting for years(!).

  How do you suggest I go forward? How can I receive real help? And please do not suggest me to use the online support or forums again.

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

  

  Business Response

  Date: 07/13/2022

  Greetings, ********
  
  Thank you for your response. I understand your frustration in receiving information that you have previously been given. Our developers and engineers are only available to provide support via Support Case or through our Developer Forum, but I understand that they have not responded.  I did try to locate your account again to review your previous interactions with our agents. I would like to see if anything was missed or if I could provide any additional support however, I am unable to locate your account.
  
  Since our developers are only available via Support Case, we do need to have a case created for them to review the issues that you have ran into. You also have access to our **************** which is a great resource for your developer to use to help you with the **** we do have a few sections on Apple Pay. To make it easier I have included the following link: **************** | Authorize.net.  
  
  Thank you for choosing to partner with Authorize.net and I hope you enjoy the rest of your day.

   

  Sincerely, 

   

  ****************** 

  
  

• Initial Complaint

  Date:06/22/2022

  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.

  one of my employees signed up to Authorize.net about 2.5 years ago. We never used the service. As soon as I found out about it, we tried to cancel (there was no contact we signed that will obligate us to stay to the monthly subscriptions). It took 15 mins to sign up and 2.5 years later I am still dealing in how to cancel with plan. I contacted Authorize.net few days after we signed up and they mentioned to me, that I have to write a letter requesting for cancellation and it would take 21 days for them to respond. I sent the letter, I waited 3 weeks, I gave an extra week to follow up and they kept saying send us a letter. I told them I did already. Long story short, I have sent several letters requesting cancellation. After 6 months, we we are still being charged for this service, I requested my bank to stop the payment. They were able to stop one payment but after a month, the auto **** continued. I called many times, emailed, set a letter, and it is impossible to cancel this service. When I finally told my bank that I don't approve, they finally put a stop on it after 2.5 years of paying a service I have been trying to cancel. I have NOT used their service not even ONE time. I got charged for 2.5 years of service at $79 a month. To make matters worse, my business is now receiving letter from collections saying I owe Authorize.net money for the months I told my bank to block them. They are a scam. How is it that they take your bank account and they are impossible to cancel. This is unacceptable and scammy.

  

  Business Response

  Date: 06/28/2022

  Greetings,Eden
  
  I would like to thank you for contacting Authorize.Net through the Better Business Bureau. I will do everything I can to resolve your concern in a manner that benefits all parties involved. I located gateway ******* under the business name Makina Caf and I will be responding to your complaint from this account. If this is not the correct account, then please let me know the correct gateway ID for reference.
  
  I understand the concern over the fees being billed. The account was activated,and the fee schedule was agreed to on 6/27/2019. In your complaint you state that no contract was signed by your employee when they signed up for the Account, which is correct as we do not have our Merchants sign contracts as we understand business needs change.  However, you do agree to the Terms and Conditions when signing up that state that Customer agrees to pay ********************** for any further use of the *********** Services effective immediately until the account is closed.
  
  In reviewing your account, I do not show any contact to our Customer Support Team requesting the account to be closed as all accounts are closed either by phone or chat only. But these options are available 24x7 to make the request. Unfortunately,the letter that you sent was not a method that we accept to close the account. The good news is, I was able to take care of the balance with our collections company, *******************************, so you will not need to worry about paying any fees. The account is closed, and you will not be billed further for this account.
  
  I am happy that I was able to confirm the closure of your Authorize.Net payment gateway and the cancellation of the fees. Thank you for contacting us and have a great day!
  
  Regards,
  
  ******************