The worst customer service, and major delays with processor and phone support
I’m a small business owner, located inside a gym, and I've been using Nayax card readers on a beverage vending machine, and my experience has been extremely disappointing. The readers frequently get stuck on “processing” for several minutes after a customer taps or swipes. Customers understandably walk away, and when the transaction finally completes, the machine allows the next person to receive a product that was paid for by the previous customer. This has caused repeated product loss, customer confusion, and ongoing processing fees. Nayax places a $10 pre-authorization hold, yet the vend session is not properly locked to the original cardholder. This is a serious transaction integrity issue, not just a minor delay. Customer support has been extremely difficult to access. When I attempted to contact the finance department, I was routed to an automated system that sent me a link that did not work. I called back immediately and was then told the business was “closed,” despite it being within the stated business hours (8:30 AM–5:30 PM) and despite having just been connected moments earlier. Attempts to reach other departments have resulted in repeated “application error” messages for two days in a row, making it impossible to speak with a live representative. Additionally, it has now been over a month, and I have not received any vending funds or payout reports, despite active transactions occurring during this time. There has been no clear communication or resolution regarding when or how funds will be released. Email responses have been unhelpful and have not provided actual solutions, mitigation steps, or accountability. After more than a month of unresolved issues affecting both payments and payouts, this system has continued to cost my business money. Based on my experience with the hardware reliability, lack of accessible support, and delayed or missing payouts, I would not recommend Nayax to operators who rely on fast, dependable unattended payments.