Account FAQs

My account is active, but settlements are on hold. What should I do?

Once your account is activated, settlements are processed according to your agreed cycle. However, settlements may be put on hold due to a few common reasons:

Penny Test not confirmed: A small amount (₹1) is sent to your bank account to verify it’s correct. You’ll receive an email titled “Bank account confirmation” or “Penny test confirmation”. Please reply to that email once you receive the amount.

Missing Website/App Policy Pages: Ensure that your website or app includes all the required policy pages—like Privacy Policy, Refund Policy, Terms & Conditions, etc.

Pending Documents: Double-check that you’ve submitted all the necessary documents. In some cases, additional documents may be requested. Your Account Manager will reach out if anything is missing.

If you’ve already taken care of all the above and your settlements are still on hold, please contact your Account Manager directly for the quickest resolution.

Can I add my team members to my Cashfree account?

Yes, absolutely! When you create a Cashfree account, you become the account owner by default.

You can then:

Add multiple team members to the same account Assign roles to each user (like Finance, Tech, Support, etc.) Control what each user can access or do based on their role You can also customise permissions further if needed. There’s no limit to how many users you can add.

Want the full details? Check out our guide on [multi-user management] (https://www.cashfree.com/blog/cashfree-user-management-manual/) to know more.

I have created an account. How long can I access the features in the test mode? Is there a trial period?

There’s no time limit on test mode—you can use it for as long as you want to try out the features.

However, to start accepting real payments or sending money, you’ll need to activate your account by submitting the required [documents]. (https://www.cashfree.com/docs/help/account/overview#activate-account)

Are there any specific businesses that are not supported by Cashfree?

As a business policy, Cashfree does not support businesses that deal in certain prohibited items. If your business deals in any such items, your Cashfree Payment Gateway account will not be activated.

Prohibited items and services:

1. Adult goods and services which include pornography and other sexually suggestive materials (including literature, imagery and other media); escort or prostitution services.
2. Alcohol, which includes Alcohol or alcoholic beverages such as beer, liquor, wine, or champagne.
3. Body parts which include organs or other body parts.
4. Bulk marketing tools which include email lists, software, or other products enabling unsolicited email messages (spam).
5. Cable descramblers and black boxes, which include devices intended to obtain cable and satellite signals for free.
6. Child pornography, which includes pornographic materials involving minors.
7. Copyright-unlocking devices, which include Mod chips or other devices designed to circumvent copyright protection.
8. Copyrighted media, which includes unauthorised copies of books, music, movies, and other licensed or protected materials.
9. Copyrighted software which includes unauthorised copies of software, video games and other licensed or protected materials, including OEM or bundled software.
10. Counterfeit and unauthorised goods, which include replicas or imitations of designer goods; items without a celebrity endorsement that would normally require such an association, fake autographs, counterfeit stamps, and other potentially unauthorised goods.
11. Cryptocurrency Exchanges, platforms dealing in cryptocurrency trading
12. Drugs and drug paraphernalia, which include illegal drugs and drug accessories, including herbal drugs like salvia and magic mushrooms.
13. Drug test circumvention aids, which include drug cleansing shakes, urine test additives, and related items.
14. Endangered species, which include plants, animals or other organisms (including product derivatives) in danger of extinction.
15. Gaming/gambling, which includes lottery tickets, sports bets, memberships/enrollment in online gambling sites, and related content.
16. Government IDs or documents which include fake IDs, passports, diplomas, and noble titles.
17. Hacking and cracking materials which includes manuals, how-to guides, information, or equipment enabling illegal access to software, servers,watomites, or other protected property.
18. Illegal goods, which include materials, products, or information promoting illegal goods or enabling illegal acts.
19. Miracle cures which include unsubstantiated cures, remedies or other items marketed as quick health fixes.
20. Offensive goods which include literature, products or other materials that: a) Defame or slander any person or groups of people based on race, ethnicity, national origin, religion, sex, or other factors, b) Encourage or incite violent acts, c) Promote intolerance or hatred.
21. Offensive goods, crime which includes crime scene photos or items, such as personal belongings, associated with criminals.
22. Prescription drugs or herbal drugs, which include drugs or other products requiring a prescription by a licensed medical practitioner.
23. Pyrotechnic devices and hazardous materials, which include fireworks and related goods; toxic, flammable, and radioactive materials and substances.
24. Regulated goods which includes air bags; batteries containing mercury; Freon or similar substances/refrigerants, chemical/industrial solvents, government uniforms, car titles or logos, license plates, police badges and law enforcement equipment, lock-picking devices, pesticides; postage meters, recalled items, slot machines, surveillance equipment; goods regulated by government or other agency specifications.
25. Securities, which include stocks, bonds, or related financial products.
26. Tobacco and cigarettes, which include cigarettes, cigars, chewing tobacco, and related products.
27. Traffic devices which include radar detectors/jammers, license plate covers, traffic signal changers, and related products.
28. Weapons which include firearms, ammunition, knives, brass knuckles, gun parts, and other armaments.
29. Wholesale currency, which includes discounted currencies or currency exchanges.
30. Live animals or hides/skins/teeth, nails and other parts, etc. of animals.
31. Multi Level Marketing collection fees.
32. Ponzi schemes, pyramid and chain marketing.
33. Matrix sites or sites using a matrix scheme approach.
34. Drop-shipped merchandise.
35. Any product or service which is not in compliance with all applicable laws and regulations whether federal, state, local or international including the laws of India.
36. The Merchant shall not sell, purchase, provide or exchange a cardholder’s name or MasterCard / Visa account number information in any form obtained because of a MasterCard/ Visa Card transaction to any third party other than its MasterCard/ Visa acquiring Member-Citrus Pay, or according to a government /statutory or competent body’s request.
37. Pyrotechnic devices, combustibles, corrosives and hazardous materials, which include explosives, fireworks and related goods; toxic, flammable, and radioactive materials and substances.

Note: If Cashfree activates your Payment Gateway and later finds that your business does not comply with these terms and conditions, Cashfree may deactivate your account at its discretion.