Take the guesswork out of payment processing.Voted #1 high risk merchant account provider in the US. Easy and affordable setup, chargeback management tools, live support, and white glove service.Need help with integration?Having trouble with a bank?Account get shut down?Have questions about fees?
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Is PaymentCloud legit?
PaymentCloud (paymentcloudinc.com) has a 4.3 out of 5 rating on OK.one, based on 101 user reviews collected here. It is listed under Business Services and its reputation is good. 82% of reviews are 4 stars or higher and 17% are 1 star; The business has replied to 94% of negative reviews; Reviews mostly discuss Customer service, User experience. Last updated 2026-08-12.
What reviewers say
AI generated
Reviewers overwhelmingly had a great experience with this company. Customers frequently praise the professional and knowledgeable staff for providing clear explanations, guiding them patiently, and making the entire onboarding process remarkably smooth and completely stress-free. Consumers also value the exceptional customer service, efficient communication, and rapid responses, noting that dedicated representatives are always readily available to help every step of the way.
However, some customers also noted serious frustration with unexpected fund holds, delayed payouts, and a concerning lack of transparency regarding account reserves. A few reviewers additionally experienced poor communication, unhelpful responses, or felt completely ignored when trying to explore alternative options.
Auto-generated from all reviews of this business. For reference only.
PaymentCloud was great to work with. My sales account manager Frank Riffe did an amazing job and guided me every step of the way. Clear communication, quick responses, and a smooth process from start to finish. Highly recommend.
Reply from PaymentCloud2026-02-11
Thank you for this review and for sharing your experience! It’s wonderful to know that Frank got you set up with what you needed and provided such exceptional service. We’re glad you're with us and look forward to continuing to support you with the same level of professionalism and care.
Julian went beyond the call of duty in the customer service area. 5 star service. Good follow up and attention to detail. This was an awesome experience.
Reply from PaymentCloud2026-01-26
We're so glad that Julian provided such a smooth, easy experience for you! We always aim to provide our merchants with a hassle-free, enjoyable experience, and look forward to working with you more!
Melissa is absolutely amazing to work with! She is incredibly organized, concise and has communication skills that make her enjoyable to talk with. Melissa makes the process quickly and seamless!!
Reply from PaymentCloud2026-01-26
Thank you so much for the great review! We're always here to support your payment processing needs, and we're so glad that your experience with Melissa was easy and enjoyable!
Frank Riffe can get the job done in a quick and simple fashion.
I was introduced to Frank Riffe and his friends at PaymentCloudInc.com by another firm. Frank and I had a nice chat and he became aware of my needs at my business. He went into action and placed before me a program that would fit my business. This whole process has been handled in a very efficient manner on an overnight basis. What looks to be a very useful tool at a very competitive price was placed into action a few minutes ago and my part in this was pretty simple as Frank orchestrated the whole process.
Reply from PaymentCloud2026-01-06
Thank you for the awesome review, Kim! We’re happy to hear that Frank delivered such dedicated assistance with getting you set up. We look forward to continuing our relationship with you, and please don't hesitate if you need anything else!
Melissa Daleske is the best ! Ask for her if you have a chance. As a new business owner you are ideally a master of your trade. No one prepares you for all of the other little things you need to operate your business successfully. Getting and establishing a merchant can seem overwhelming but Melissa made it a seamless process .
Reply from PaymentCloud2025-12-10
Thank you for this positive review! We strive to make set up as seamless as possible and provide our merchants with the best possible experience, so we’re glad to hear that Melissa did just that! We appreciate your support and look forward to continuing our relationship with you!
this software was not able to process links the way I needed them to process. I tried for 6 months and finally decided to try another company, with success, in two days.
Reply from PaymentCloud2025-12-09
Thank you for sharing your feedback. After reviewing your account, we understand your frustration that the initial solution that we set you up with did not work for your business. Please know that we exhausted all options to try to resolve these issues for you and we wish you the best of luck in your processing journey.
Great experience! Some hiccups along the way as are totally expected getting set up in a new system, but my PaymentCloud rep, Frank, was extremely helpful and available and made me feel like I had a helping hand each step of the way. I honestly was so stressed and overwhelmed when I was first tasked with building out my payment platform system but my first call with Frank put me at ease. He sent me all the resources I needed and was able to quickly redirect me if I needed help from a particular party.
Reply from PaymentCloud2025-12-05
Thank you so much for sharing your experience getting set up. We strive to provide our merchants with the best possible support, so we’re glad to hear that Frank did just that! We appreciate your positive review and look forward to continuing our relationship with you!
🚨 Very Concerning Experience — Merchants Deserve Transparency ❗❗
My experience with this company has been extremely troubling.
After onboarding through PaymentCloud/EMS/KurvPay for my Shopify store, my payouts were placed under a high reserve and additional funds were held with no clear timeline for release. This immediately affected my business operations and cash flow 💸❗
Even though I submitted all requested documents, I received no transparent explanation, only vague references to “policies,” which left me completely in the dark. As a merchant, this lack of clarity is incredibly stressful and damaging.
A payment processor should provide clear communication, timelines, and support — not uncertainty.
I truly hope they improve their merchant handling, release process, and communication so other businesses don’t face the same difficulties ⚠️
Reply from PaymentCloud2025-12-03
We appreciate your feedback. We understand that some of our security measures can initially feel frustrating. However, these are in place to help protect both our merchants and their customers by reducing fraud, minimizing chargeback risks, and ensuring accounts are used appropriately. Your funds are being held because your current chargeback ratio is significantly over the card brand threshold. This reserve protects your business by covering those chargebacks, disputed transactions, and required refunds. We are seeing the reasons as Merchandise Not Received, Merchandise is Defective, and Merchandise Not as Described. These reasons indicate that your customers are not happy with your products. We have been fully transparent about this and have communicated that you need to work on lowering your chargeback ratio before any further funds will be released and to ensure that your account remains in good standing. If you have any more questions about our security policies or how best to resolve this issue, please continue to work with our Risk Department.
Nathan Wilkie, Senior Account Manager was absolutely top notch! He explains things clearly and transparently. He was extremely knowledgeable and patient getting me set up with my first account. Always at the ready, looking forward to working with him for the log run!
Reply from PaymentCloud2025-12-02
Thank you for the positive review and for sharing your experience! It’s wonderful to know that Nathan got you set up successfully and provided such exceptional service. We look forward to further supporting your business!
Brandon was very helpful in getting my business setup for payment processing. After a few months of clean processing activity, he was also able to get my transaction fees lowered. I'd absolutely recommend PaymentCloud.
Reply from PaymentCloud2025-11-26
Thank you for the positive review, Mike! We’re happy to hear that Brandon delivered such dedicated assistance and that you’ve chosen to partner with us. We look forward to continuing to support your business!
I haven't been able to get the reader to recognize my phone, so it isn't set up yet. I have talked to tech support, but so far it isn't working.
Reply from PaymentCloud2025-11-17
Hi Gwen, we appreciate your feedback and are sorry to hear that the reader is not able to recognize your phone. If you have gone through the troubleshooting suggestions that tech support has made and your reader still isn’t connecting, please reach out to them to request further assistance or a device swap. They can be reached at 866-485-8999, and be prepared with your merchant ID number.
Nate from PaymentCloud is absolutely outstanding! From start to finish, he made the entire process smooth, transparent, and stress-free. He took the time to explain everything clearly, answered every question quickly, and went above and beyond to make sure I had exactly what I needed. You can tell he genuinely cares about his clients and takes pride in his work.
If you’re looking for someone who’s professional, knowledgeable, and truly reliable, Nate is the one you want to work with. Couldn’t recommend him more highly!
Reply from PaymentCloud2025-11-11
We couldn’t be happier to hear that Nate provided the level of care, expertise, thoughtfulness, and professionalism that we strive for. Knowing that your business benefited from his dedication and attention to detail is a tremendous reassurance. Nate specializes in delivering what our customers need; that means simplifying and streamlining the process for smooth, stress-free results.
Feedback like yours not only means a great deal to us, but reminds us why we do what we do. We appreciate your endorsement and are grateful for the opportunity to support you in all future professional endeavors!
I was looking for a smooth no hassle company to help me set up and navigate the credit card processing end of my buisness. Nathan Wilkie ,my sale rep., was great. He reached out to me on a timley manor and walked me through all the on boarding processes they had.
It never felt like I was being pushed too fast or in the wrong direction.
So far so good.The company seems to be on track for what I was expecting.
Reply from PaymentCloud2025-11-10
We are so thrilled to hear that Nathan relieved the burden that can sometimes be a part of the onboarding process. That kind of personalized, hands-on service is exactly what we aim for. We look forward to continuing to support your business growth!
These payment clowns are all kind and friendly until you mention you still need to consider other options before making a decision. Then, if you try speaking with them again, they'll just ghost you and avoid returning your call.
Clearly, these payment clowns think it's OK to ghost perspective customers.
Reply from PaymentCloud2025-10-27
We’re sorry to hear about your experience and appreciate you sharing this feedback. That’s not the level of professionalism we aim to provide. We’d like the opportunity to correct this situation. Please reach out to our support team at 800-988-2215 x2, and our Director of Sales will connect with you.
Excellent communication and clear instructions. Wonderful representatives made the experience positive as well.
Reply from PaymentCloud2025-10-21
Thank you for the wonderful feedback! We're so glad our communication made a difference and that our team contributed towards creating a positive experience for you and your business. We wish you nothing but the best!
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