Our Customer Service Philosophy

Customer Service

SolidTrust Pay was founded on the belief that service matters. A recent poll undertaken by the National Retail Federation revealed that 87% of American shoppers experienced poor customer service within the past 30 days of recording their responses. In today’s fast-paced digital world, meaningful service has become a luxury. The personal touches that stood as hallmarks of excellent customer service for generations have slowly eroded. Right now, over 80% of us would rather resolve our own issues, often spending hours browsing through online forums and help pages, than speak to a service representative at a call centre. This statistic demonstrates how widespread poor customer service has become, and furthermore, how companies no longer place importance on providing their clients with a high standard of service.

At SolidTrust Pay, we believe that friendly and helpful support should never be more than a click or phone call away. During business hours, you can chat in real time with one of our LiveChat agents. Every agent receives extensive support training and continued mentoring throughout their tenure with us. In addition, our dedicated business account representatives ensure that merchant problems are promptly resolved, preventing unnecessary payment processing delays. For members located in difficult time zones or who need assistance after business hours, our convenient support ticket service is available 24 hours a day, 7 days a week. Simply leave us a ticket at your convenience, and in most cases, we’ll respond to you within 24 hours. When you contact us, you will always be treated with respect, listened to and attended to. When you need us, we’re here!

We Value Your Feedback

In an effort to enhance your experience using our services, we encourage all of our  members to provide us with feedback. Whether through our annual customer survey, direct messages on Facebook, personal comments on our corporate Blog and YouTube channel, or simply by contacting us using our LiveChat and support ticket service, we make an effort to listen to you.

If you’re a Merchant or Personal account holder, we want you to know that your opinion matters. Tell us what we are doing well, but more importantly, tell us what we need to do better. Our CEO, Stella Hiemstra, instilled a strong commitment to providing excellent customer service and innovative business services when she founded SolidTrust Pay in 2006. This commitment remains a guiding principle for our company and extends to everything we do.

We hope that you will take the time to share your opinions with us.

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5 Common Cryptocurrency Scams & How to Avoid Them


With cryptocurrency markets looking bullish once again, investment in altcoins, like bitcoin and ether, have become increasingly popular. Unfortunately, digital investment frenzies have become irresistible targets for con artists determined on swindling legitimate traders from their assets. Despite the fact that altcoin transactions are traceable, the anonymity afforded by blockchain technology has enabled an explosion of devious scams and tactics that target unsuspecting investors in cryptocurrency markets. This post will reveal 5 of the most common cryptocurrency scams while also providing a list of 10 checkpoints that you should review before doing business with any online cryptocurrency company.

1. Fraudulent ICOs

An ICO, or Initial Coin Offering, is a fundraising method in which start-ups sell cryptocurrency tokens in exchange for altcoins like bitcoin. In essence, ICOs are the cryptocurrency community’s equivalent of an IPO in the conventional investment world. ICOs have become increasingly popular as a tool for new businesses to finance their growth. In the first half of 2018 alone, ICOs raised over 11 billion dollars. This rapid growth has led to the rise of fake ICOs. With some creative marketing ingenuity and plenty of fabricated hype, unscrupulous fraudsters can convince the public to back a company and purchase cryptocurrency tokens that don’t actually exist. One report found that 78% of ICOs in 2017 were scams, while another report put that figure at above 80%.

2. Fake Exchanges and Wallets

If you’re familiar with cryptocurrencies, you’ve likely heard of Coinbase, Coinmama and Kraken. These are established and well-known altcoin exchanges. At their core, they are digital marketplaces where traders can buy and sell a variety of cryptocurrencies using different fiat currencies or altcoins.

Once you purchase a cryptocurrency, you need somewhere to store it. Like a conventional wallet, cryptocurrency wallets permit users to store and retrieve their digital assets whenever required. They can be a physical device, a program or a service which safeguards your public and private cryptocurrency keys.

Due to the lack of oversight in many jurisdictions, fraudulent cryptocurrency exchanges and wallet providers abound. Fake exchanges will often charge outrageous commissions and make it difficult to withdraw funds, or worse, they will simply steal your money and remove their website. Likewise, tech-savvy scammers can easily create sophisticated fake wallet apps that, once downloaded to your smartphone, can be used to steal critical account details.

3. Phishing Scams

Phishing is the fraudulent attempt to obtain sensitive personal information from an individual by posing as a trustworthy entity. The information that swindlers attempt to procure can include usernames, passwords, credit card details and cryptocurrency wallet ID numbers. The classic example of a phishing scam is receiving an unsolicited phone call or email from someone claiming to be an employee of a formal tax collection agency such as the IRS or CRA. The individual will attempt to convince you that you owe money and will face legal action if you do not transfer a predetermined amount of bitcoin to their agency as soon as possible.

4. Viruses and Trojan Horses

Virus attacks and trojan horse scams are relatively new to the cryptocurrency community due to the fact that to properly execute them, they require advanced programming knowledge and skills. Nonetheless, they are increasingly becoming more common as con artists devise ever more sophisticated ways to defraud their victims.

These attacks often rely on social media and popular forum sites like Facebook and Reddit. A con man will post a file to the chat room or forum with a name that suggests it is an official document of great interest to the group’s followers. The file will conceal a seemingly harmless extension. For example, a recent attack made use of the .SCR file extension, which is designated for screensavers. The file will harbour viruses and malicious code designed to locate and extract sensitive data from your smartphone or laptop that hackers can use to gain access to your cryptocurrency wallet.

5. Giveaway Scams

“Congratulations! You’ve won a car, valuable jewelry, bitcoin, or some other great prize!” No, it’s not your lucky day. This is yet another way that con artists can defraud you of your valuable cryptocurrency. To claim your prize, you will be asked to pay a fee. According to the scammers, these fees are for insurance costs, government taxes or courier charges. Fraudsters profit by continually collecting these fees from you and stalling the release of your prize. A legitimate sweepstakes company will never ask for your cryptocurrency wallet ID, your credit card number or your personal banking information.


How to Evaluate a Cryptocurrency Website’s Authenticity 

If you are unsure whether a particular cryptocurrency website was created by scammers or is a legitimate service provider, use this convenient 10-point checklist to evaluate the site’s trustworthiness.

1) Does the website connect securely over https and not http? If the address starts with “http” instead of “https,” the data you send to the website is not secure.

2) Can you see the word “Secure” or an image of a padlock in your web browser’s address bar? This indicates that a website is SSL protected.

3) Does the website’s URL have any noticeable spelling mistakes or errors? If so, it could be fake.

4) Does the site feature poor grammar, awkward phrasing and spelling mistakes? If it does, this is an indicator that you should proceed with caution.

5) Does the website promise abnormally high returns? For example, does it claim you’ll be able to double your investment? This should raise a large flag and is a common indicator of a scam.

6) Is there an “About Us” page? Does it show the real people behind the company? Does it provide any details about where the company is located and registered? If there’s little or no information about who the company is and what it does, you could be dealing with a scam.

7) Do legitimate, reputable websites link to this site? This could indicate that the site is trusted and respected.

8) What do other users say about the website? Are there any negative reviews and, if so, what do they say? The cryptocurrency community is usually very quick to spread the word about scams.

9) Who is the registered owner of the domain or website? Is the owner hidden behind private registration? Has the domain been registered for less than six months? You can find this information by searching for the platform’s URL registration details on a site like WHOis.net. The more information you can find about the people or company behind a website, the better.

10) Is there anything else about the website that raises red flags or just seems too good to be true? If there’s something that just doesn’t seem right, trust your intuition.

Checklist Source: finder.com/bitcoin-scams

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Easter Weekend Office Closure


The Easter Bunny will be here in less than a week and to celebrate the holiday, our office will be closed April 19th, 20th, 21st & 22nd. Our Customer Support and Verification Departments will be unavailable on these dates. If you require assistance, you may leave a support ticket for us at any time by clicking HERE, but please be advised that it will take us a little longer to respond to your inquiry. Please also note that LiveChat will not be available during this time period.

From all of us at SolidTrust Pay, we would like to wish you an Easter blessed with joyful moments with those you hold dearest to your heart. Happy Easter!

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Your Security is Our Top Priority


Your SolidTrust Pay e-wallet is much more than a convenient way to send money and shop online – it also protects your sensitive financial data from cybercrime. Our secure payment platform makes paying and shopping online convenient and safe. We employ extensive security measures to safeguard your credit card and bank account information and will never reveal your personal contact details to anyone unless we first receive your permission or are mandated by law to do so. You can rest assured that your payment information will not be shared with online retailers, and when sending money online, your recipient will not receive sensitive financial details such as your credit card or bank account number.

All of our systems are monitored against intrusion by Comodo HackerGuardian around the clock. Our corporate grade anti-virus and firewall protection is regularly updated and monitored by our network of security personnel. SolidTrust Pay is PCI compliant and uses 256-bit SSL certificates to keep your personal information secure. Once your payment information has been entered, we use our encrypted network to transfer data between our own and our partner systems.

What You Can Do To Help Protect Your Personal Information

To access your e-wallet account, you must provide a username and a password. All passwords must possess an uppercase letter, a lowercase letter, a number, a symbol and be at least 6 characters in length. These requirements are the same for secondary passwords, which must be entered when performing transactions. Our stringent password settings help ensure your account’s security and prevent hackers from accessing your personal data.

To protect your account information, never reveal your primary or secondary password to anyone and avoid writing them down. Be sure to change your passwords often and always log out from your e-wallet account if you are going to be away from your computer for an extended period of time. Please also refrain from accessing your SolidTrust Pay e-wallet on public computers.

As an added layer of security, our servers will authenticate your IP address and browser once logged in against that of your last successful login. If we detect a change in your IP address or browser, a security page will be displayed and you will be presented with your Secret Question. If answered incorrectly, an email will be sent to the account holder’s primary email address with a security access link. The security link must be clicked before you can access your account. This detection protocol prevents unauthorized logins and is by default enabled on all SolidTrust Pay accounts.

Sign Up For Our TrustCard and Enjoy Complete Peace of Mind

For complete peace of mind, sign up for our TrustCard program. For $35, our exclusive TrustCard will add another layer of protection to your online e-wallet, all the while allowing you to take full advantage of faster service, lower fees, trouble free access and bonus rewards. Log in to your e-wallet account and go to Security > The TrustCard to learn more.

Did you know that SolidTrust Pay provides protection against unauthorized payments sent from your account. We will also never request confidential account information through email. To learn more about the ways we protect, collect, store and use your personal information, please view our Privacy Policy. We use your personal information only in accordance with this policy.

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