We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Payment Processing Services

Nayax, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Payment Processing Services.

Complaints

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

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.

    Please enter a valid location.

    • Nayax, LLC

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

    • Nayax, LLC

      Executive Plaza 1 11350 McCormick Road Hunt Valley, MD 21031

    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/18/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
       
      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,

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

      Business Response

      Date: 10/26/2023

      Hi there!

       

      Thank you so much for your message and I am sorry to hear that there are problems with the set up of the device.  I have just escalated this to the appropriate team over here at Nayax, so we can have this problem solved as soon as possible! You will be hearing from someone shortly.

      Thank you!

    • Initial Complaint

      Date:09/12/2023

      Type:Product Issues
      Status:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Resolved
      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.
       
      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,

      **** *****

      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. ****

    • Initial Complaint

      Date:06/25/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.


      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,



      ******* ********t 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!

      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:
      Answered
      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:
      Answered
      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.



      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: 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

      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:
      Answered
      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


    Nayax, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.