Frequently Asked Questions

Q: What is Streamline Online?

A: Streamline Online is a web-based service that allows Streamline merchants to view online reports about the plastic card transactions that we are processing on your behalf. You can use the service right from your desk, at any time of the day or night, 365 days a year.

Q: What can I use Streamline Online for?

A: You can use Streamline Online to view details of Chargebacks, Transactions, Invoice data, get Currency Settlement reports and reconcile your card transactions to your bank statement. We'll also advise you by email if you have a new or potential Chargeback, saving you a day's postal delay.

For full details, see http://www.streamline.com/online.

Q: What do I need in order to use Streamline Online?

A: You'll need a computer, a Web Browser, and an Internet connection with access to the World Wide Web and an email address. You don't need any special software or hardware. It's wise to ensure that you have an up-to-date browser, since some older browser versions don't work very well.

Q: How do I use Streamline Online?

A: Once you have registered for the service, we will tell your Super User their user id and we will email them a temporary password. The Super User can then log in via https://sol.worldpay.com, once logged in they can create all other users for your Company.

Q: How do I apply for Streamline Online?

A: Print off and fill in the registration form (which you can find at http://www.streamline.com/online) and post it to the address shown on the form.

Q: What do I do with the temporary password?

A: Your User ID identifies you as a user of Streamline Online. You enter your User ID and temporary password to log in. On your first time log in, we will ask you to reset your password and set a security question. We will also ask you to check your email address is correct, as this is used as part of the Forgotten Password process. The password set by you will expire after 50 days and you will be requested to create a new one.

Q: How much does it cost?

A: Check http://www.streamline.com for latest pricing information.

Q: What about Security?

A: As the largest card acquirer in Europe, we take the security of your data very seriously. You cannot use the system without logging on securely using your User ID and Password, which are only known to you. And all Streamline Online sessions are encrypted using 128-bit SSL, the highest standard level of security used on the Web. This means that only you can access your data, and it's safe from prying eyes on the Internet.

Q: What if there are several of us here who need access to Streamline Online?

A: No problem - if you are the first user in your organisation, you can set up User IDs for other colleagues. You can even specify which reports they can see, so you can share out the work on a need-to-know basis. Use the menu to navigate to User Maintenance, and Create User.

Q: What is a Web browser?

A: A browser is a software program on your computer. You use a browser to surf the Internet in order to visit Web sites such as www.streamline.com. Examples of common browsers are Microsoft Internet Explorer, Chrome, Firefox and Safari. Browsers are nearly always free, and are either already installed on your computer, or downloadable from the Web.

Q: Which browsers can I use to access Streamline Online?

A: We have tested Streamline Online on Microsoft Internet Explorer for Windows, Chrome, Firefox for Windows and Mac.

There are dozens of different browsers available and new versions are appearing all the time - unfortunately we can't test them all.

Q: How do I find out my browser's version number?

A: To find out your browser's name and the version number, choose Help and select About. You should ensure that you have an up-to-date version, since some older browser versions don't work very well. Visit your browser supplier's web site regularly to obtain the latest security fixes.

Q: What is a cookie?

A: A cookie is a small piece of text placed on your computer by our web server. Cookies enable us to track your progress through the web site, and are not a security or privacy risk. To use Streamline Online, you must have cookies enabled in your web browser (they are enabled by default).

Q: How do I enable cookies in my browser?

A: Cookies are enabled by default. If you have disabled cookies, you can enable them by following the instructions for your browser.

Q: What about Accessibility?

A: We've designed all Streamline Online Web pages to be accessible by standard assistive technologies such as screen readers. We are committed to making our site more accessible and support the Web Accessibility Initiative (WAI).

The application does not open links in a new window, apart from Help screens.

Q: What if I have a problem using the service?

A: There are lots of ways to get assistance:

• If you are not sure what to do on a particular page, use the context sensitive Help facility, available on every page.
• You can also consult the User Guide, available while you are logged on to the service.
• If you are having problems logging on, contact your local Streamline Online Administrator, or, if you are the local Streamline Online Administrator, contact our 24 hour Customer Services Team on 08457 61 62 63.
• If you have a query about the data that you have retrieved using the service, contact our 24 hour Customer Services Team on 08457 61 62 63.

Q: What if I have technical problems using the service?

A: If you are receiving error messages, or having other technical problems accessing the service, there are lots of things that you can try. Technical difficulties will probably be down to the way your computer network and software have been configured.

• If a temporary password won't work, remember that they expire after 50 days, so check the date you received it.
• Ensure that you are using one of the supported browsers (see What is a Web browser?). For security reasons Streamline Online will only work with browsers that meet our high security standards.
• Make sure that cookies are enabled in your browser (see What is a cookie? and How do I enable cookies in my browser?).
• Your organisation may have a firewall in place to protect you from hacking attempts - this firewall may be preventing you from accessing the service. Ask your technical support people or Internet Service Provider to confirm that you can access the https://sol.worldpay.com domain.
• If Web access is restricted within your organisation, again, ask your technical support people or Internet Service Provider to confirm that you can access the https://sol.worldpay.com domain.
• Check that your Internet access is working - try navigating to http://www.bbc.co.uk, or some other site that you know you normally have access to. If you can't reach that either, then your Internet connection is probably down. Report the fault to your technical support people, and try again later.
• Ask one of your colleagues who also has access to Streamline Online to check that they can still log on successfully and use the function that you're trying.
• Always call first on your own organisation's technical support - they will understand your computer and network configuration. Show them these FAQs so that they can see what they need to do in order to get you up and running with the service.
• If you are sure that your computer and browser are correctly configured, and have checked that your Internet connection is working correctly, and that you have the right Web access permissions to the service, and are still having technical problems, contact our 24 hour Customer Services Team on 08457 61 62 63, and we will do what we can to get you going.

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