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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Work with the Company that Rewards Everyone!

Web DevelopersAre you a web developer looking for the perfect payment processor for your client’s website? If so, we can help. Since 2006, SolidTrust Pay has been a trailblazer in the Canadian payment processing industry with industry leading rates, award-winning customer service and a thriving global community of members.  Whether your client is selling one item, multiple items, offering subscription services or simply needs credit card and bank payment processing, SolidTrust Pay has their integration needs covered. Programming assistance is always available and our comprehensive platform can meet the needs of new merchants requiring simple payment solutions as well as established online companies requiring sophisticated options. With our platform, your client can sign up and start accepting payments the same day.

We also provide remote API’s for instant payments. Your client can enjoy the freedom of paying members, affiliates or staff without having to login to their SolidTrust Pay account. With our useful guide, you can create a remote payments API that will quickly and easily handle all your client’s payout needs. We have also created several modules for popular shopping carts, including Zen Cart, WooCommerce, Joomla and osCommerce. Our library of logos, buttons and banners will ensure that your client’s site looks professional and eye-catching.

Besides providing variable and set amount payments, single and multiple item payments and subscription payment services, our platform can support numerous advanced features, including:

Exchanger APIs ~ Remote Payments ~ Pending Payments ~ Credit and Debit Card Payments ~ Invisible Card Payments ~ Cryptocurrency Payments ~ EFT Bank Payments ~

Earn Bonuses and Residuals for Your Work

Our members agree that our rewards programs is unique among the payment processing industry and to our developers, we want to share our success with you. That is why for every new merchant you introduce to SolidTrust Pay, you’ll receive a $100 BONUS after they are integrated and processing. If you add STPay to your existing scripts as an additional payment option, we’ll pay you another $100 BONUS.

If you’re a script company, for every merchant that uses your script where you have added SolidTrust Pay, you’ll receive an ongoing residual as soon as they are integrated and processing. If the merchant does not already have a referral, you will be automatically listed as their referral, earning even more ongoing residuals.

Work with the company that rewards everyone. If you’re looking for a payment processor that values its members and actively helps merchants achieve their financial goals, then we would love to work with you! Contact us at solidtrustpay.com/support or at 1-705-731-0735.

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