Frequently asked questions

Need help with your card terminal? We’ve put together a comprehensive collection of our frequently asked questions

Frequently Asked Questions

Looking For Support Information?

We’re glad you’re here, and we’re committed to providing you with the best customer experience possible. To that end, we’d like to encourage you to take advantage of our support hub before contacting our customer service team.

Our support hub is a one-stop-shop for all of your questions and concerns. With a comprehensive knowledge base, frequently asked questions section, user guides, and troubleshooting tips, our support hub is designed to help you quickly find the information you need.

By using our support hub, you can save time and avoid waiting on hold for a customer service representative. Plus, our support hub is available 24/7, so you can access it whenever you need it.

So, if you have a question or concern, please head to our support hub first. We’re confident that you’ll find the information you need quickly and easily.

Thank you for choosing Card Saver. 

General card terminal questions

Temper Alert is usually showing on the terminal when it has suffered a drop or liquid damage. This cannot be resolved. Please head to our support hub.

Ensure that the terminal has a connection and is able to process transactions. If this isn’t the case then please follow further support.

Once you have confirmed that the terminal is connected re attempt to batch the terminal by running End of Day report then Reconciliation.

You can accept any UK or International card displaying Visa, Mastercard or Maestro logo. American Express can be added by providing us with your AMEX MID and Terminal ID. Please call our Support team should you wish to add this.

All our terminals accept contactless including Apple, Google and Android Pay with a £100 limit.

All terminals can be subject to loss of connection from time to time. This can happen when the terminal is left on for long periods of time. It is always advisable to turn the terminal off at night to ensure a strong secure connection.

To troubleshoot the connection, first power the terminal down and leave it off for approx. 30 secs – 1 minute.

Power the terminal back on and attempt to run a transaction through the terminal. If the issue still persists;

Phone line connection:

Check the phone line is working by checking for a dial tone on the line and by making an outbound call. If this is working fine and the terminal still isn’t working please call the Helpdesk for further support.

Ethernet connection:

Check the router is on and flashing and other devices are connected and working without issue. If this is the case, check with your Internet Service Provider to ensure there are no issues with your connection. If advised this is fine, re boot the router and re attempt a Test Transaction. If your issue persists call the Helpdesk for further support.

Hold the Green key down until the screens lights up. If this doesn’t resolve the issue, remove the terminal from the power and plug into a different plug socket and re attempt. If this still doesn’t resolve the issue please call help desk for further support.

Referral Terms and Conditions

1. Our refer a friend offer is available to existing Card Saver customers who provide a successful referral to Card Saver of a new customer incorporated in the United Kingdom or Republic of Ireland who take services consisting of Card Saver acquiring, Card Saver terminals or Card Saver gateway (the “qualifying services”) and subject to the criteria, exclusions and limitations below. Each successful referral in accordance with these terms shall be entitled to £100 or £150 if referral is submitted before Valentine’s Day 2020 (14th February 2020).

2. This offer is only available until for an unlimited time however this can be amended or withdrawn at Card Saver’s discretion.  

3. The referrer must not be an employee or owner of the business being referred.  

4. The referred customer must be an entity that has never had a facility with Card Saver. 

5. Card Saver’s standard account opening procedures will apply and your friend will need to be accepted as a new customer of Card Saver (which shall be at Card Saver’s sole discretion). Terms and conditions apply to all Card Saver services.  

6. A successful referral is defined as a business live with Card Saver using the qualifying services and where direct debit payment authorities are in place for both the existing and referral customer.  

7. If you pass the contact details of the referral to Card Saver, you are confirming that you have the referral customer’s permission to do so. You consent to us using your name and contact details to verify you as the referrer of your friend and in any communications we may have with your friend and to pass these details to any third parties. 

8. Provided that the terms are complied with, Card Saver will contact you directly by email for the £150 payment to be sent to you.  We will endeavour to send this within 30 days of us being satisfied that the criteria herein for a successful referral have been met.  The £150 will be sent to the email address provided in your application form but will only be issued in the name of your business and not to an individual employed by your business. 

9. This referral offer cannot be combined with any other promotional offer. 

10. The issue of the money is conditional of the referral merchant retaining Card Saver services at the time of issue. If Card Saver is required to terminate services or does not accept the referral merchant’s application, no money will be issued. 

11. Card Saver reserves the right to amend, suspend or withdraw the ‘Referral Road Scheme’ at any time for any reason. The offer is non-transferable and may be revoked at any time for any reason. The rules to the ‘Referral Road Scheme’ may be changed without notice and at the sole discretion of Card Saver. 

12. Card Saver reserves the right to refuse a claim of the £150 if it has reasonable grounds to believe that there has been a breach of these terms and conditions, a misuse of our intellectual property rights including Card Saver trademarks and/or materials, any misrepresentation; abuse of the Referral Road promotion; or any illegal or criminal activity including fraud in connection with this offer.  

13. These terms shall be governed by and interpreted within the laws of England and Wales.


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