Lopay: most-reported complaints
Automated analysis of 481 public Trustpilot reviews published 2025-03-01 to 2026-09-24. TrustScore 4.7 from 3,043 total reviews — see the Trustpilot page. Quick answer: is Lopay legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report account and app problems, citing issues such as frozen accounts and requests for excessive verification documents. Support-related concerns are also frequent, with many users describing unhelpful interactions and difficulty reaching customer service. Additionally, some reviewers mention billing errors and funds being withheld from their accounts.
How to reach Lopay
These are the contact details Lopay publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 02045714796, email [email protected].
The company claimed its Trustpilot profile on 2022-02-11, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-23. Trustpilot ranks it 21 of 59 in Payment Service. We last checked this profile on 2026-09-24 and found 35 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: LOPAY LTD (no. 13384279), active, incorporated 2021 (5.3 years); next accounts due 2027-02-28, last accounts filed 2026-01-21, 1 registered charge. 4 current officers (6 on record historically), 1 resignation in the last 24 months; 5 filings in the last 12 months (31 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 1 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Small Business Bank Account or Mobile Payment System to Current Account?”.
TrustScore over time
4.8 → 4.7 across 15 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (97%, 2.5d) · 2026-08-15 (95%, 2.5d) · 2026-08-18 (95%, 2.5d) · 2026-08-21 (95%, 2.6d) · 2026-08-24 (95%, 2.6d) · 2026-08-27 (95%, 2.6d) · 2026-08-30 (95%, 2.6d) · 2026-09-02 (90%, 2.8d) · 2026-09-08 (90%, 3.1d) · 2026-09-12 (90%, 3.2d) · 2026-09-15 (93%, 3.5d) · 2026-09-18 (95%, 3.5d) · 2026-09-21 (95%, 3.5d) · 2026-09-24 (95%, 3.5d).
Severity: 39% of this company’s 99 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.0 days between the experience and publishing their negative review (215 reviews record both dates).
What their policy promises
refund window: 30 days — meanwhile 8 reviewers in our census window reported refund delays.
“we will provide you with at least thirty (30) days advance notice before revisions become applicable to you”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 208 negative reviews that received a public reply, the median wait was 1.7 days — the company profile reports an average of 3 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 208 company replies to negative reviews analysed, 42% engaged with the specific problem and 35% were generic templates.
Review provenance: 368 company-invited reviews in the recent window average 4.85★, while 25 organic (uninvited) reviews average 2.84★.
34% of its 329 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: account/app problems makes up 46% of this company’s complaints vs a 25% median across 100 ranked companies in its sector.
Review velocity: 1,724 of this company’s 3,043 Trustpilot reviews (57%) were written in the last 12 months.
What are the most common complaints about Lopay?
Account/app problems
45 reports · 46% of complaintssteady“Then they froze my account and started to ask for the most ridiculous further proofs”
The company replied on 2025-07-28: “Thanks for sharing your experience — I’m really sorry this has been so frustrating. The additional checks are part of Stripe’s compliance process, but I completely understand how disruptive and…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“freeze my money for 120 days”
The company replied on 2025-07-14: “Dear Husnain Ali, unfortunately, for the safety of our community of merchants, we’re bound by strict regulations and guidelines, and we’re not always able to support every business. When an account…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“they blocked my account and froze my money with no explanation”
The company replied on 2025-07-07: “Thanks for the feedback Mohamed, we’re bound by strict requirements to keep our community of merchants safe, and sometimes reviews can take longer than the usual 1 business day to ensure everything…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Support unhelpful
27 reports · 27% of complaintsrising since 2026-04“The card reader is constantly updating when you don't want it to.”
The company replied on 2025-05-09: “Thanks for your feedback Garry, and sorry to hear things haven’t gone smoothly. To help with the reader updates: please charge your reader to at least 50% before starting the update and keep it…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“When they agreed to a refund they withheld £14 from the original transaction”
The company replied on 2025-08-07: “Hi Barry, I'm really sorry to hear about your experience and the frustration it’s caused — this absolutely isn’t the experience we want any of our customers to have. We’d really like the opportunity…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“No explanation, no valid reason! APPALLING SERVICE”
The company replied on 2026-09-02: “Hi Gabriele, Thank you for taking the time to share your feedback. We understand your frustration, but we would like to clarify the sequence of events regarding your account. Although you initially…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Support unreachable
19 reports · 19% of complaintssteady“This company is withholding nearly $1,000 on my account”
The company replied on 2025-07-21: “Lopay operates under strict financial regulations, and we take the security of our merchant community very seriously. While we aim to support as many businesses as possible, we have firm compliance…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“they blocked my account and froze my money with no explanation”
The company replied on 2025-07-07: “Thanks for the feedback Mohamed, we’re bound by strict requirements to keep our community of merchants safe, and sometimes reviews can take longer than the usual 1 business day to ensure everything…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“the support is non existent I’ve been waiting 3 hours for a reply”
The company replied on 2025-03-17: “We’re sorry for any frustration this may have caused. The issue was due to an incorrect number being entered for 2FA, but it has already been resolved. We’ve tried reaching out to you to clarify any…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Billing errors
13 reports · 13% of complaintsfalling“This company is withholding nearly $1,000 on my account”
The company replied on 2025-07-21: “Lopay operates under strict financial regulations, and we take the security of our merchant community very seriously. While we aim to support as many businesses as possible, we have firm compliance…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“they closed and froze my account on the first transcations”
The company replied on 2025-10-01: “Hi Yonis, we would like to help resolve your issue but we are unable to verify your activity. Our security measures are necessary to keep our platform safe for everyone. Please email…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“When they agreed to a refund they withheld £14 from the original transaction”
The company replied on 2025-08-07: “Hi Barry, I'm really sorry to hear about your experience and the frustration it’s caused — this absolutely isn’t the experience we want any of our customers to have. We’d really like the opportunity…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Faulty product
10 reports · 10% of complaintsrising since 2026-04“The card reader is constantly updating when you don't want it to.”
The company replied on 2025-05-09: “Thanks for your feedback Garry, and sorry to hear things haven’t gone smoothly. To help with the reader updates: please charge your reader to at least 50% before starting the update and keep it…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“It constantly loses connection and has been very unreliable in daily use.”
The company replied on 2026-06-23: “Thank you for your feedback. We're sorry to hear that you've experienced issues with your card machine and understand the frustration this has caused. As with the other reviews you've left, we would…”
Our classifier read this reply as a template response.
“Card reader no working properly”
Refunds delayed
8 reports · 8% of complaintsfalling“When they agreed to a refund they withheld £14 from the original transaction”
The company replied on 2025-08-07: “Hi Barry, I'm really sorry to hear about your experience and the frustration it’s caused — this absolutely isn’t the experience we want any of our customers to have. We’d really like the opportunity…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“it takes days just to request a refund is completely unacceptable”
The company replied on 2025-05-09: “Hi Ethan, we’re really sorry to hear about your experience and understand how frustrating this has been. Our team will be giving you a call shortly to help resolve this directly.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“lo pay is holding my payment more than five months for pathetic reasons”
The company replied on 2026-02-11: “Thank you for your review. We’re sorry to hear about your frustration regarding the dispute timeline. In this case, the delay was due to the dispute process being handled by the cardholder’s bank.…”
Our classifier read this reply as a substantive response.
Compare Lopay with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.