Complaints

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

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  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:07/04/2025

  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.

  
  
  Complaint: 23556725
  
  
  
  I am rejecting this response because:
  I was not told correctly of the process. I was lied to by ****** ********. He gave me definitive time frames that he should not have given me. He also assured me that authorize.net did NOT quickly PRE APPROVE people and cancel them down the line. He told me once I got approved by underwriting there wouldn’t be an issue. You have no right to hold my funds for so long. The excuse that you need to hold them in case of “chargebacks” is idiotic. When in the history of merchant services has any merchant ever had every single customer do a charge back in the allotted timeframe? If funds need to be held, you should be holding 10% like any normal company. Holding all my funds is 100% unnecessary. This is unfair business practice, and the reasoning you’re giving does not support it at all.
  
  Sincerely,
  
  
  
  ****** ******ike stripe were always a risk because they just preapproved everybody. That’s exactly what happened at authorize.net. They pre-approved me then cancelled me 10 days later. They are holding $2500 for 4 months!. He also did not tell me that once the account was approved, you would have to go through a risk assessment. He also did not tellme that the funds would be held for a lengthy amount of time until risk decided they were comfortable releasing them. 10 days into processing transactions, the risk management department emailed me and said that they needed more information from me about the business to release my funds. When I opened this account, I explained to ****** ******** that my business was a DBA. I told him it did not have a separate EIN number. I asked him if this would be a problem, and he assured me it would not. Well- IT WAS. Risk said I needed a letter from my bank which I provided and then two hours later I received an email that my account was closed. Totally disgusted

  

  Business Response

  Date: 07/07/2025

  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 located 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.  
  
  Upon review, we noted that your account (both gateway and
  merchant) was recently opened. While we performed initial underwriting to
  approve your business for processing, we require actual transaction activity to
  complete our final underwriting review. This review ensures that your processed
  transactions align with our sponsoring bank’s guidelines and match the business
  profile submitted during your application.
  After conducting the final underwriting review, we
  determined that your business does not meet the criteria set by our sponsoring
  bank for merchant services. As a result, we have closed your merchant account.
  Currently, your funds are being held to cover any potential
  chargebacks, disputes, or related issues, which may arise up to 90-180 days
  after a transaction occurs. However, you may request an early release of your
  funds by replying to the termination email address after 30 days from your last
  transaction date. At that point, our Risk team will review your request to
  determine if an early release is possible.
  
  Also, I can see that one of our account specialists has already requested for
  an early release for your funds.
  
  I want to apologize for the misunderstanding/miscommunication; 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, 
  ***** **
  
  

  

  Business Response

  Date: 07/14/2025

  Hi ******,

  We truly understand your frustration about your merchant account. 

  However, this process is applicable for all of our new merchants. 
  
  Please note that we are currently working on it and it has been in progress with our  Risk Team. 
  
  You may also receive any emails if in the event that we might need additional information to make this process easier. 
  
  Again, we're truly sorry for any inconvenience. 

  ***** **| Supervisor, Client Services |  Authorize.net  |  p
  ************  | 
  VISA CONFIDENTIAL:
  The information contained in this transmission (including any attachments) is
  confidential and may be privileged. It is intended only for the use of the
  individual or entity named above. If you are not the intended recipient,
  dissemination, distribution, or copy of this communication is strictly
  prohibited. If you have received this communication in error, please erase all
  copies of this message and its attachments and notify me immediately.
  

   

  Customer Answer

  Date: 07/14/2025

  
  
  Complaint: 23556725
  
  
  
  I am rejecting this response because: 
  
  This may be the case for how you operate-but this was NOT explained to me by ****** ********. He KNEW going into this I needed a high risk processor. Due to his negligence of setting me up with a processor who DOES NOT service high risk businesses-my account was closed. This put me in an EVEN WORSE position than I was when I came to him. The only acceptable resolution is a full release of my funds on or before 30 days. Like I said- holding 100% of any businesses funds is completely unnecessary and unethical. There is no reason why you would need all of that money due to chargebacks and whatever other nonsense you say you need the funds for.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:07/03/2025

  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.

  
  
  Complaint: 23553851
  
  
  
  I am rejecting this response because: This account was closed in February of 2024. I was charged $30/month for 17 months. $30 * 17 = $510. The refund amount should be $510 (the amount I was charged from February of 2024 until this month), not $300.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 07/08/2025

  Greetings, ******,
  
  Thank you for reaching out to Authorize.net through the Better Business
  Bureau.
  
  We appreciate providing you with the necessary information. Upon
  reviewing Gateway ID *******, I can confirm that the account has already been
  closed and a refund totaling $300 has been issued. The refund will be returned
  to the bank account ending in ****.
  
  I want to apologize for the misunderstanding/miscommunication; 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, 
  **** **

  

  Business Response

  Date: 07/16/2025

  Dear ***** *****,
  
  Sorry for the any inconvenience this may cause!
  
  I want to let you know that I already processed the refund for additional $180 for 6 months' worth of fees.
  
  You may see this being refunded back to your bank account ending in xxxxx**** in which you will be expecting to see typically within 3-5 business day after the funds had been push out (Tuesdays and Thursdays with the exception of the first week of the month).
  
  I want to apologize for the misunderstanding/miscommunication; 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:06/06/2025

  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.

  On May 24th, I applied for a gateway account with Authorize.net for my Shopify store. My application for an 'all-in-one' account was approved on May 30th. I immediately installed the app, and the setup process appeared straightforward. That same evening, I processed my first customer order using Authorize.net as the payment gateway.
  
  On June 2nd, I had to contact Authorize.net to ask how to receive my funds, as this was never explained. I was directed to a partner company, Global Payments, to complete another setup, which I did promptly. The next day, June 3rd, I received an email notification for an unpaid balance of $31. This included the standard $25 monthly fee, but also a prorated charge of $8.13 for the seven days in May that my application was still pending. According to support, Authorize.net begins billing from the application date, not the approval date, meaning I was charged for a period when I had no access to or use of the service.
  
  The primary issue remains the failure to pay out my funds. On June 3rd, I was told a "risk assessment" was needed, and an agent's "manual release" request had no effect. On June 5th, another agent promised a manual release, but again, nothing happened. On June 6th, I was assured the release was processed and funds were being deposited. However, less than an hour later, I received an email from the Risk Team stating a new hold was placed on my account and demanding documents, some of which I had already provided during my initial application.
  It is unacceptable that essential documents were not requested during the application process and that I have been given conflicting information by support agents. This has frozen essential revenue and disrupted my business operations.

  

  Business Response

  Date: 06/12/2025

  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 located 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.  
  
  Body: 
  I understand that you would like to dispute all the credit card funds on your account and saw the email that you are referring to, unfortunately when it comes to funding hold, it is the decision of the Risk Management Team to place your account on hold based on the review for risk investigation. They decided not to continue your business with Authorize.net because of the business model and they decided to forward your application with our Partner Account with START.

  You will still use Authorize.net as your Gateway Provider to process transaction but when it comes to funding, START Merchant Services is the new Merchant Service Provider if you continue your application with them.  
  

  That means your funds will remain 100% hold. If you have question about the decision, you can reach our Risk management at ******************* I also checked the history about the fees that youa re reffering to. I’m going to check what I can do for the refund of the fees. 
  
  
  Closing: 

  
  I want to apologize for the misunderstanding/miscommunication; 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:05/05/2025

  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.

  We are a small law firm in Baltimore. We use Authorize.net to process client credit card payments. Last week we had fraudulent activity happen where thousands of stolen credit cards were being mass ran through Authorize.net. We contacted the company to see if we could figure out why this was happening and how to stop it. We talked to Bea, ID# ******. She didn't understand that the credit cards were being processed through their system, not our website. She kept insisting that the problem was on our end, not their program. However, their program is the one processing credit cards, not our website. She then refused to let us speak to the technical support or fraudulent department. She said that those departments don't speak to customers. However, since she wasn't understanding the way their program was working in compliance with our website, we needed to speak to someone with a better understanding. We had an hour long conversation trying to explain to her the issue, with her just repeating the same information which did not apply to our situation. With this being a fraud issue, we need this to be resolved ASAP. The fact that we were not given any help whatsoever and this being a fraud issue, is very concerning. We need them to contact us ASAP to help resolve this issue.

  

  Business Response

  Date: 05/08/2025

  Greetings *******,
  Thank you for contacting Authorize.net through the Better
  Business Bureau. I am committed to resolving your concern in a manner that
  benefits all parties involved. I have located gateway ID ******* under the
  business name “****** *** ********* ** *********,” and I will be responding to
  your complaint from this account. If this is not the correct account, please
  provide the correct gateway ID for reference.
  
  I have reviewed the transactions that occurred around the
  time of your inquiry and have concluded that these transactions are coming
  through an API request. This could be through your website or due to your API
  credentials being compromised by not being properly secured. You can think of
  API credentials as the username and password for websites or software to send
  transactions to your gateway. If you are certain that these transactions did
  not come through your website, you may want to discuss with your website host
  whether the API credentials are properly secured. In addition, you can use the
  URL below for guidance on generating a new transaction key if you believe your
  current one has been compromised: ****************************************************************************
  
  I also see the call documentation for your discussion with
  Bea and another contact on 5/7, where additional steps were discussed. I will
  ensure these calls are reviewed, and any appropriate feedback is given to the
  representatives by their manager. I apologize for any misunderstanding or
  miscommunication. However, I am pleased to have provided you with further
  information and addressed this issue for you.
  
  Thank you for contacting us, and have a great day!
  
  Regards,
  ******* **

• Initial Complaint

  Date:04/08/2025

  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 writing to formally file a complaint regarding Authorize.net and their continued billing of our business for services we never utilized.Back in December 2017, we were researching payment gateway solutions for our business and created an account with ********************** to explore their platform. While we completed the initial setup process, we never used their services. No transactions were processed, no integration was implemented, and no active use of the account occurred.Unbeknownst to us, Authorize.net began charging a different business bank account, one not associated with the company for which the account was originally created, a $30 monthly fee. Because of the account being inactive and linked to an unrelated business entity, this error went unnoticed until a recent financial review uncovered nearly eight years of ongoing charges, totaling $2,880.Upon contacting Authorize.net, they acknowledged the billing and that there was never any use of the service. The account closure department at Authorize.net offered a refund of only $240, which covers just a fraction of what we were charged. We believe this is unfair, especially given that we never used the service and that the platform had full visibility into our inactive status.We are requesting the Better Business Bureau's assistance in resolving this matter and securing a full refund of the $2,880 that was charged without use of service or informed consent beyond initial signup.Supporting documentation, including account history and communication with Authorize.net, can be provided upon request.Thank you for your time and support in addressing this issue. We appreciate your help in reaching a fair and just resolution.

  

  Business Response

  Date: 04/10/2025

  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 located 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 understand the concern over the fees being billed. We do apologize for any confusion about this situation. So, you applied for our All-in-One option which consist of a gateway and a Merchant Account. The one you were approved of is the gateway account which is the one charging you with a monthly gateway fee of $25. The account was activated, and the fee schedule was agreed to on 12/29/2017.
  
  
  Furthermore, in your complaint you state that your bank account was charged for $2,880 as you never purchased or used our services. However, you did agree to the fees and our Terms and Conditions upon sign up which states that Customer agrees to pay ********************** for any further use of the ******************** effective immediately until the account is closed". Which means that upon activation of the gateway, you are liable to pay for any fee incurred from the time you activated the gateway, regardless of non-usage.
  
  
  I was able to locate your account and I can see that you already called us dated 04/08/2025 wherein you spoke to one of our representative, the representative over the phone was able to assist you in closing the said gateway and was able to assist you in refunding the total amount of $240  as a one-time courtesy for the gateway fees in which you will be expecting to see typically within 3-5 business day after the funds had been push out ( Tuesdays and Thursdays with the exception of the first week of the month).
  
  
  I want to apologize for the misunderstanding/miscommunication; 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:04/07/2025

  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 opened account with ********************** and have essentially been robbed by them. They closed my account and withholding eckeck funds. It has now been over 60 days, in ******* 60 days is the amount of time given to be able to dispute ACH transactions. So I reach out regarding the release of my funds only to be told they were holding it for 2 YEARS! ARE YOU SERIOUS! SIRELY THIS HAS TO BE ILLEGAL AND THEY REFUSE TO GIVE ME ANY ANSWER AS TO WHY. I DEMAND RELEASE OF FUNDS BEING HELD BY ************

  

  Business Response

  Date: 04/07/2025

  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 located gateway ******* under the business name ********************* of *********** 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 that you are upset about our teams decision regarding the funds being held for ****** transactions. The funds you are referring to have a chargeback returned because your customer did not authorize the transactions. Therefore, those affected eCheck deposits need to be held for investigation. I also understand that you have already contacted our support to request an early release of funds, but unfortunately, this is something we do not have control over as it falls under the jurisdiction of our Risk Investigation team. 
  
  I want to apologize for the misunderstanding/miscommunication; 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, 
  
  **** *.