Signing up takes a few minutes. All you need is an email address you can access and the name of the business you sell under.

What you need

• An email address you can open right away, because we send a confirmation code to it.

• A password you don't use anywhere else.

• The legal name of your business. If you sell as an individual and not as a company, your own name is the legal name.

Note: You don't need your bank details to sign up. We only ask for them when you set up payouts, and you can start selling before that.

Sign up

• Go to the sign up page and enter your email address.

• Enter the code we send to that address.

• Choose a password. Your account now exists.

• Fill in the questions about your business, or skip them for now.

You can skip the business details and come back later, but you can't publish anything until they're complete.

What comes next

Three things stand between a new account and your first sale: your business profile, at least one payment method and one product. Each one has its own article, and you can do them in any order.

Next: Set up your business profile so customers see the right name at checkout.

Your business profile is what customers see at checkout, on receipts and on their card statements. We also use it to work out which rules apply to your account.

What customers see

• Business name: shown on the checkout page, on receipts and on your customers' card statements. Use the name people know you by. If that's different from your registered name, the familiar one avoids confusion later.

• Support email: shown on every receipt. Use an inbox someone actually reads, because this is where customers write when they have a question.

• Logo: shown at checkout so customers know they're in the right place.

What we use internally

• Country: decides which payment methods you can offer and which tax rules apply to you.

• Business type: company or individual. This decides which documents we ask for during verification.

Warning: You can't change your country or business type yourself once you've saved them. Check both carefully before you save. If something is wrong, contact support.

Change your profile later

• Go to Settings.

• Edit your business name, logo or support email.

• Save your changes. They apply to new checkouts and receipts straight away.

Verification is a legal requirement for every business that takes payments in the EU. It's also the step that decides when your payouts start.

What we ask for

• If you sell as an individual: a government issued photo ID and proof of your address.

• If you sell as a company: the same documents for the person signing up, plus a document that shows the company exists and who controls it.

While we check your documents

You can keep building your products and, in most cases, keep selling. Payouts start once the check is complete.

Most checks are finished within one to two business days. If something is unclear, we ask you for one more document instead of rejecting your account.

Note: Sales made during the check are safe. The money stays in your balance and is paid out once you're verified.

If your verification is delayed

The most common reason is a photo where part of the document is cut off, blurry or too dark. Upload a new photo and the check continues.

Tip: Lay the document flat, take the photo in daylight and make sure all four corners are visible.

You change both in Settings. We email you whenever either one changes, so if you get a message you didn't expect, act on it right away.

Change your email address

• Go to Settings.

• Enter your new email address.

• Open the confirmation email we send to the new address and confirm it.

Your old address keeps working until the new one is confirmed, so a typo can't lock you out.

Change your password

• Go to Settings.

• Enter your current password and your new one.

• Save the change.

You're signed out on all other devices afterwards. That's intentional: if you changed your password because someone else knew it, this removes their access.

If you can't sign in

Use the reset link on the sign in page. If you no longer have access to your email address either, contact support. We'll ask you to prove who you are before we make any change.

Customers who don't see the way they usually pay often leave instead of looking for another option. That makes payment methods one of the settings with the biggest effect on how many checkouts are completed.

Tip: Check where your customers actually are before you turn anything on. A method nobody in your market uses only makes the checkout longer.

Cards

Visa and Mastercard work everywhere, so keep them on. American Express is worth adding if you sell to business customers.

Wallets

Apple Pay and Google Pay let customers pay on their phone without typing in card details. Most people buy on their phone, so if you sell to consumers, turn both on.

Local payment methods

Payment habits differ a lot across Europe:

• Netherlands: most people pay with iDEAL.

• Germany: many buyers expect bank transfer, SEPA or paying on invoice.

• Poland: BLIK is the most common choice.

Turn on the methods that match where your customers are, not every method available.

Buy now, pay later

Installments help most with higher prices, where the amount is what makes people hesitate. Below roughly 20 euros they rarely make a difference.

Most declines come from the customer's own bank, not from yovo. We pass on the reason the bank gives us, and it's often less specific than you'd like.

The most common reasons

• Not enough funds on the card.

• An expired card.

• A typo in the card number, expiry date or security code.

• A security block by the bank. Banks often block the first payment to a business they haven't seen before.

What to tell your customer

• Ask them to check their card details and try again.

• If it fails a second time, suggest another card or another payment method.

• If it still fails, ask them to contact their bank. Only the bank can say why it declined the payment.

Warning: Never ask a customer to send card details by email or chat. Once a customer is used to that, someone else can ask them for it too.

Declined subscription renewals

When a renewal fails, we retry it automatically over the following days and let the customer know each time. The subscription only stops if every retry fails.

Money from a sale goes into your balance first and is paid out on a schedule. The short wait exists because refunds and disputes can still come in after a sale.

Your payout schedule

Payouts run on a fixed schedule once two things are in place:

• Your identity is verified.

• A bank account is added for payouts.

What can delay a payout

• Verification isn't finished.

• Your bank details contain a mistake, for example a typo in the IBAN.

• Your sales suddenly increase a lot. Every payment provider reviews accounts in that case, including yovo.

Read your balance

Your balance is split into two amounts so you always know what's ready to be paid out.

Note: Available is money that can be paid out. Pending is money from recent sales that hasn't settled yet.

Payouts go to one bank account at a time. You can change it whenever you like, and the change applies from the next payout. A payout that's already on its way isn't affected.

What we need

• Your IBAN

• The name of the account holder

Warning: The account holder name has to match the name on your yovo account. Banks reject payouts to accounts with a different name.

Change your payout account

• Go to Finance > Payouts.

• Add your new bank account.

• Set it as your payout account.

• Remove the old account.

If a payout fails

The money goes back into your balance and we let you know. The usual cause is a closed account or a mistyped IBAN. Correct the details and the money goes out with the next payout.

A product is what your customer pays for. It has a name, a price, a billing model and whatever the customer gets after paying.

Set up the basics

• Go to Management > Products and create a new product.

• Give it a name your customers will recognize on their receipt.

• Write a short description of what they get.

Keep the description concrete. Once someone is at checkout, they want to know what they're buying, not be persuaded again.

Set the price

Choose the amount and the currency for the product.

Warning: You can't change the currency once the product has sales, because that would change existing receipts.

One time or recurring

• One time: the customer pays once. This usually fits courses, templates and downloads.

• Recurring: the customer is charged regularly until the subscription is canceled. This usually fits communities and memberships.

Choose the model that matches how your product is actually used.

Publish your product

Once you publish a product, it gets its own checkout link that you can share anywhere. Unpublished products are only visible to you.

A subscription charges your customer on a regular schedule until someone cancels it. Setting it up only takes a minute. Most of the thinking goes into choosing the right interval.

Choose an interval

Monthly is what most customers expect. Yearly works well for customers who already know they want to stay.

Tip: A yearly plan brings the money in earlier and reduces cancellations. A common way to make it attractive is to charge for 10 or 11 months instead of 12.

What your customer sees

At checkout, customers see exactly what they're agreeing to and when the next charge is due. In the EU this is a legal requirement, and the checkout handles it for you.

Renewals

Every renewal is charged automatically and comes with a receipt. If a renewal fails, we retry it over the following days before the subscription stops.

Cancellations

A canceled subscription usually runs until the end of the period that's already been paid for. If you want it to end straight away, that's a decision about a refund, not about the cancellation.

Each point below takes a few minutes to check, and each one causes problems on day one if it's missed.

• Buy your own product with a real payment.

• Check the receipt and make sure access works.

• Turn on the payment methods your market expects.

• Add your bank account.

Buy your own product

Create a low priced test product, buy it yourself and then refund it. You see the checkout exactly the way your customers do, the receipt lands in your inbox, and you find out whether access works before anyone else does.

Check what your customer gets

After the payment, check what arrives. Your support email should be on the receipt, and whatever you sell should be reachable straight away.

Check your payment methods

Cards alone aren't enough in most European markets. Look at where your customers are and turn on the methods they expect. The article on payment methods explains this in more detail.

Check your payout details

Without a bank account, money from your sales stays in your balance. Add your account before your first sale, not after.

A refund always goes back to the payment method the customer used. It can't be sent anywhere else. That's a rule of the card networks, not one we set.

Issue a refund

• Go to Finance > Transactions.

• Open the payment you want to refund.

• Select Refund and choose the full amount or part of it.

The money leaves your balance immediately. The customer sees it once their bank processes it, which usually takes a few business days. Neither you nor we can speed that up.

Partial refunds

A partial refund is useful when a customer has used part of what they bought, or when you want to resolve a complaint without reversing the whole sale. You can refund several times, up to the original amount.

Note: A refund doesn't remove the customer's access. If access should end too, remove it separately.

A dispute, also called a chargeback, happens when a customer tells their bank they shouldn't have been charged. The bank holds the money while the case is reviewed and asks you for evidence.

What happens first

The amount is held automatically and we let you know. Nothing you do at this stage changes that.

What to send

Send anything that shows the customer got what they paid for:

• the receipt

• the date access was given

• your terms

• any messages where the customer confirmed the purchase

Clear and specific evidence works better than long explanations.

Prevent disputes

Most disputes start because the customer couldn't reach you or didn't recognize the name on their statement. You can avoid both: answer support messages quickly and use a recognizable name in your business profile.

Tip: Use the name your customers know in your business profile. An unfamiliar name on a statement is one of the most common reasons for a dispute.

If you lose the dispute

The money stays with the customer, and a dispute fee may apply.

A discount code lets you sell at a lower price for a limited time or to a specific group, while the product keeps its regular price.

Create a code

• Go to Marketing > Promo codes.

• Choose the code your customers will type in.

• Set the discount as a percentage or a fixed amount.

• Choose when the code expires.

A percentage works well for subscriptions. A fixed amount works well for one time products, because the same amount feels big on a low price and small on a high one.

Set limits

Warning: Give every code an end date and a maximum number of uses. Codes without limits outlive the campaign they were made for and end up on coupon sites.

Discounts on subscriptions

Decide whether the discount applies only to the first payment or to every payment. Applying it to every payment is a permanent price cut for that customer, so choose it on purpose.

Your customer list shows everyone who has paid you, what they bought and everything that has happened since.

Search for a customer

Go to Management > Customers and search for the person you're looking for.

Tip: Search by email address. Customers always know it, and it stays the same even if they change their name.

What a customer record shows

• every payment

• every refund

• the current status of any subscription

When a customer writes in about a charge, this page usually answers the question before you have to ask them anything.

Export your customer list

You can export the list for your own records or your accounting. It's your data.

You can cancel a subscription directly from the customer record. Whether access ends now or at the end of the paid period is a separate decision.

Cancel the subscription

• Go to Management > Customers.

• Open the customer and find the subscription.

• Cancel it. No further charges are made.

What happens to access

By default, the customer keeps access until the end of the period they've already paid for. Ending it earlier means refunding the unused part, and a customer who only asked to cancel rarely expects that.

Why you should act quickly

Warning: A cancellation request that isn't handled is the most common cause of disputes. A dispute usually costs you more than the subscription was worth.

A payout on hold almost always means something is missing, not that something is wrong. The money stays in your balance and goes out as soon as the reason is resolved.

Verification isn't finished

This is the most common reason. Payouts can't start until your identity check is complete, even if you're already selling. The article on verifying your identity explains what's still needed.

A problem with your bank account

• the account is closed

• the IBAN has a typo

• the account holder name doesn't match your yovo account

Banks reject all three, and from your side they look the same: the payout comes back to your balance.

Your account is under review

A sudden jump in sales, several disputes in a row or a first large payment can trigger a review. Every payment provider does this, and it isn't an accusation. We tell you what we need, and the review ends once we have it.

What to do

• Go to Finance > Payouts.

• Open the payout and read the reason shown.

• Fix what it names. The money goes out with the next payout.

Tip: If you contact support, include the payout reference. It lets us find the payout in one step.

Everything your bookkeeping needs is in your dashboard. You don't have to piece it together from your bank statements.

What you can download

A list of your payouts, with the sales behind each one. That way you can trace every amount on your bank statement back to the individual payments it's made of.

Why the payout amount doesn't match your sales

A payout is your sales for the period, minus refunds, minus fees. Three numbers become one, which is why a payout rarely matches a round number of sales.

What to give your accountant

Note: Give your accountant the payout list, not the transaction list. Only the payout list matches your bank account.

Handing over the wrong list is the most common reason bookkeeping takes longer than it should.

Invoices for your fees

The fees charged to your account are documented separately, so you can book them as a business expense.

Every published product has its own checkout link. Customers who open it land directly on the checkout, without creating an account first.

Where you can use it

Anywhere you can place a link:

• your website or landing page

• your social media profiles

• messages and emails

• a QR code on printed material

What your customer sees

The product, the price and the payment methods you've turned on. Your business name and support email come from your business profile, so make sure it's complete.

One link per product

Note: Each product has exactly one link. If you want to sell the same thing at two prices, create two products.

That also keeps your numbers separate, so you can see later which offer worked better.

After the payment

Your customer gets a receipt and whatever they bought, and the sale shows up in your dashboard right away.

You can download your customer list at any time. It's your data.

Download the list

• Go to Management > Customers.

• Select Export.

You get a file with one row per customer.

What's in the file

Email address, what they bought, when they bought it and the status of any subscription. Card details are never included. We don't store them in a form anyone could export.

Before you email your customers

Warning: Buying something isn't the same as agreeing to receive marketing emails. Under GDPR these are two separate consents, and you have to ask for the second one.

Exporting the list is fine. Sending it a newsletter without consent isn't.

Keep the file safe

The file contains your customers' email addresses. Treat it like a contract: don't put it in a shared folder or send it in a chat.

Sometimes a person should have access without paying through checkout. For example a partner, a customer who was refunded but is still owed something, or a test account.

Give access

• Go to Management > Customers and open the customer.

• Add the product manually.

From then on it works like a purchase, except that no money was paid and nothing shows up in your revenue.

Remove access

Remove the product in the same place.

Warning: Access ends immediately, not at the end of a paid period. That's the difference between removing access and canceling a subscription.

Which one to use

• A customer wants to stop: cancel the subscription and let the paid period run out.

• A customer filed a chargeback or broke your terms: remove access right away.

Keep a record

Manually granted access has no payment behind it that explains it later.

Tip: Write down why you gave someone access. In six months nobody will remember whether it was a partner, a test or a mistake.

A sale isn't finished when the money arrives. It's finished when your customer has what they paid for, and most problems on day one happen in the moments in between.

Right after the payment

Your customer sees a confirmation and gets a receipt by email. The receipt shows your business name and your support email, so make sure both are filled in correctly.

Access

What your customer gets depends on what you sell:

• One time product: access after a single payment.

• Subscription: access for as long as the subscription is active.

Either way, your customers reach their purchase from the same place, so you always have one answer when someone asks where to find it.

When the email doesn't arrive

The most common complaint is that nothing arrived. The most common cause is a typo in the email address or a spam filter. Before anything else, compare the email address in the customer record with the one the customer is writing from.

Test it yourself first

Buy your own product once with a real card and refund it afterwards. You see exactly what your customers see, in the same order. It's the only way to find a broken step before a customer does.

Almost every case has one of four causes. Check them in this order and you'll find the problem quickly.

Did the payment go through?

Open the customer record. To the customer, a failed payment looks almost the same as a successful one: they filled in the form and saw a screen. But nothing was charged, so nothing was unlocked.

Is it the right email address?

A customer who paid with one email address and now writes from another won't find their purchase. Compare the address in the customer record with the one they're writing from.

Was it refunded or canceled?

A refund doesn't end access on its own. A canceled subscription does, once the paid period runs out. The customer record shows both, with dates.

Is the problem on your side?

If the record looks right and access still doesn't work, buy the product yourself and check. That takes five minutes and turns a back and forth into a clear answer.

Note: If none of these explains it, contact support with the customer's email address and the payment date. That finds the case faster than a description.

VAT on digital products follows different rules than VAT on physical goods. This page explains the basics so you know which questions to clarify for your business.

Warning: yovo doesn't give tax advice. What applies to you depends on your business and your country. Clarify the details with your tax advisor.

Who owes the VAT

Who owes VAT on a sale depends on who sells to the customer legally. Check your contract and your tax advisor's view before you set your prices.

Prices with or without VAT

Decide whether the price you set is the final price the customer pays or the price before VAT. Consumers in the EU expect to see final prices.

Selling across the EU

Digital products sold to consumers in another EU country are generally taxed in the customer's country, not in yours. The rate therefore depends on where your customer is.

Documents for your records

Keep the receipts and payout lists from your dashboard. They show every sale and are the basis for your VAT return.

Note: If you sell to business customers in other EU countries, different rules apply, such as the reverse charge procedure. Ask your tax advisor about this specifically.

Archiving takes a product off sale and leaves everything that has already happened untouched. In almost every case where deleting seems like the obvious step, archiving is what you actually want.

What archiving does

• The product is no longer for sale.

• Its checkout link stops working.

• Existing customers keep what they bought.

• Existing subscriptions keep running and keep being charged.

What archiving doesn't do

It doesn't cancel subscriptions and doesn't issue refunds. If you want subscriptions to end too, that's a separate step. Let those customers know before you take it.

Why you can't just delete it

Deleting a product would remove its name from the receipts and reports of every sale it ever made. Those are records, and no payment platform lets you rewrite them. Archiving keeps the history intact.

Bring a product back

You can publish an archived product again. The checkout link may change, so check every place where you shared the old one.

When you sell through yovo, you handle your customers' personal data. This page explains how responsibilities are split and what that means for you.

Warning: This page gives an overview, not legal advice. For questions about your specific obligations, talk to your data protection officer or a lawyer.

Who is responsible for what

Under GDPR, you're the controller for your customers' data, and yovo processes it on your behalf as a processor. You decide what the data is used for. We store and process it to run your payments.

Data processing agreement

Business customers often ask for a data processing agreement before they work with you. If you need one, contact support.

Where your data is stored

yovo is built for the European market. If you need details about where data is stored, contact support.

When a customer asks about their data

Your customers can request a copy of their data or ask for it to be deleted. Both are rights under GDPR, and both come with deadlines. Reply promptly and contact support if you need help.

Card details

Card numbers aren't stored by you or in any form that can be exported. That's the part sellers worry about most, and the part they're least exposed on.

Most payments people don't recognize turn out to be their own. The name on a bank statement is often different from the name of the website, and a subscription bought months ago can look unfamiliar when it renews.

Start with the receipt

Search your email for the amount or for "yovo". Every payment sends a receipt that shows the name of the business you bought from and their support email.

If someone else uses your card, like a partner or a colleague, ask them first. That's the most common answer.

Why the name looks unfamiliar

Your statement shows the business name the seller chose. It isn't always the name of the website or the product. A course with a memorable name may appear under the name of the company behind it.

If it's a renewal

A subscription charges regularly until it's canceled. People remember the first charge, not the fourth. Check the date on the receipt: if it's exactly one month or one year after a payment you do recognize, it's a renewal.

Contact the seller first

The seller's support email is on the receipt. They can see the payment, tell you what it was for and refund it if it shouldn't have happened. That's faster than going through your bank: a seller can reply the same day, a bank often takes weeks.

If you can't find anything

Contact yovo support with the date, the amount and the last four digits of your card. That's enough for us to find the payment.

Warning: You can go to your bank first, but it's slower and closes off the quicker options. Once a dispute is open, the seller usually can't simply refund you anymore.

Canceling stops future charges. A refund returns a charge that already happened. They're separate: canceling doesn't return your last payment, and a refund doesn't stop the next one.

Cancel a subscription

• Open the receipt from any charge.

• Follow the link to manage your subscription.

• Cancel it there.

If you can't find a receipt, email the seller's support address. They can cancel it for you and should do so the same day.

What happens to what you paid for

A canceled subscription usually runs until the end of the period you've already paid for. You keep access until then, and you won't be charged again.

Ask for a refund

Refunds are the seller's decision, not ours. We process the payment, the seller decides whether to refund it. Write to them, say what you bought and why you'd like your money back, and give them a few days to reply.

Most sellers refund without any discussion.

When the money arrives

A refund always goes back to the card or account you paid with. It leaves the seller right away and shows up on your side once your bank processes it, which usually takes a few business days.

If nobody replies

If you've written to the seller and haven't heard back after a few days, contact yovo support with the date, the amount and what you've already tried.

Note: Your bank should be the last step, not the first. A chargeback works, but it takes weeks, and while it's open the seller usually can't refund you, even if they want to.