Frequently Asked Questions

consumers

I see a charge on my bank statement that I don't recognize.

When reviewing your bank statement, you will notice the charge labeled as “ASTRA*Ionia Pay”, accompanied by the initial 8 digits of the merchant's name where the transaction occurred. If you do not recognize this transaction or have any issues with your purchase, we encourage you to first contact the merchant directly if you have any questions regarding the charge.

If you have any further questions, please don't hesitate to contact Ionia Support at support@ionia.io.

What communication can I expect to receive regarding my transactions?

When you make a purchase using IoniaPay, we will send you an email with the following details of your transaction:

  • Amount: [Transaction Amount]

  • Date: [Transaction Date]

  • Merchant Phone Number: [Merchant Corporate Phone Number]

  • Transaction ID: [Transaction ID]

  • Source: [Last 4 of Users Card #]

  • Destination: Ionia - [Masked (show last 4) Destination Identifier

When reviewing your bank statement, you will notice the charge labeled as “ASTRA*IoniaPay”, accompanied by the initial 8 digits of the merchant's name where the transaction occurred. If you do not recognize this transaction or have any issues with your purchase, we encourage you to first contact the merchant directly using the phone number provided above.

If I have a problem with my purchase, who do I contact?

If there is a problem with your purchase, please reach out to the Merchant directly, who should be able to help you to resolve the problem. It is important to reach out to the Merchant as soon as possible so that they can help you in a timely manner.

I have tried to resolve the problem with my purchase directly with the Merchant, but I have not been successful. What do I do?

If you have not been able to have the issue with your purchase resolved, please contact our IoniaPay Support Team at support@ionia.io, and we will be happy to help.

We will need the following information to assist you as quickly as possible:

  • Transaction Date: The date the charge occurred.

  • Transaction Amount: The exact amount of the charge.

  • Merchant Name: The name of the business where the charge originated.

  • Reason for Dispute: Provide a clear explanation of why you believe the charge is incorrect (e.g., item not received, duplicate charge, incorrect amount, etc.).

How long will it take to resolve my dispute?

The dispute resolution timeline may vary, but typically takes 7-10 business days for us to work with the Merchant and resolve the dispute.

What happens while my dispute is being reviewed?

The Support team will gather information from you as well as other sources, and work with the Merchant to resolve the dispute. Once the review has been completed, we will notify you of the decision on the dispute, and if approved, will work to refund the charges to your account to your credit card used in the transaction.