Frequently asked questions

We have put together a comprehensive collection of our frequently asked questions. General questions are related to all terminal types and below that, you can see your specific terminal manufacturer questions.

Frequently Asked Questions

General Terminal Questions

Temper Alert is usually showing on the terminal when it has suffered a drop or liquid damage. This cannot be resolved. Please call Helpdesk for further support.

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 £30 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.

Verifone

Vx520

  1. From the mail menu page choose F4 for reports
  2. Enter your password
  3. End of day (Z) F4 this will print a receipt with the total
  4. F2 Reconciliation

Vx680

  1. Select reports
  2. Enter your password
  3. End of day reporting (Z)
  4. Reconciliation

Vx520

  1. Sale (F1)
  2. Type in the card number instead of providing the card
  3. Complete the sale following any prompts on the terminal

Vx680

  1. Sale
  2. Type in the card number instead of providing the card
  3. Complete the sale following any prompts on the terminal

Vx520

  1. Select refund (F3).
  2. Enter your password.
  3. Enter the amount you wish to refund. The refund has to be processed back to the card they originally used to pay and has to be an amount less or equalling to the original sale.
  4. Input the required amount.
  5. Complete the refund as you would a sale.

Vx680

  1. Scroll down to Refund using the downward facing arrow and press enter.
  2. Enter your password.
  3. Enter the amount you wish to refund. The refund has to be processed back to the card they originally used to pay and has to be an amount less or equalling to the original sale.
  4. Complete the refund as you would a sale.

All Verifone terminals can have AMEX added to them, please contact the helpdesk with your AMEX MID and Terminal ID.

PAX

All the terminal types will automatically batch every night at 11.59pm, the end of day reporting is for your own records.

Manually:

  1. Menu (5)
  2. Reports (1)
  3. End of day report (Z)
  1. Other transactions (3)
  2. Telephone order (2)
  3. Process the sale with all the customer information to ensure that the transaction is secure and is completed successfully.

if you encounter any issues please contact the helpdesk for further support.

To complete a refund ensure that you are logged into the Supervisor log in. Once logged in, choose 2 for Refund and process as normal ensuring that the amount you are refunding is less or equal to the original sale amount and its to the original card that the transaction was processed on.

To add American Express please contact our Helpdesk with your AMEX MID.

Still no luck? We can help!

If you have any questions you can talk to one of our Customer First Team, they’re here to help you Monday to Friday, 9am till 5pm 👇

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