How do I complete my EOD (End of Day) Banking Procedure / Settlement (Also referred to as BATCHING your terminal) ?
Select Batch > Select EOD > (Enter password 1234) > Press Enter > Check totals match > Select Enter (or YES). If totals do not match, please call our Customer Helpdesk on 01908 354 500
When can I perform a CNP (Customer Not Present) transaction?
You can only process CNP transactions if this was set up during your application. Please call the Customer Helpdesk on 01908 354 500 if you want to check whether your account has been set up to accept CNP transactions.
How can I perform a CNP transaction?
Select Sale > Enter amount > Confirm amount > Input Full card number > Enter > Input Expiry date MMYY > Enter > " Is the customer present?" > Select No > "Is CVV2 available?" > Select Present > Input CVV2 > Enter > Input customer address door number > (if no door number available, leave blank) > Enter > Input Postcode (numbers only) > Enter > Sale should start processing.
What do I do if a REFERRAL message is displayed?
If your terminal displays a referral message, please call Elavon Merchant Services Authorisation line on 0345 850 0197. You will then need to call our Customer Helpdesk on 01908 354 500 to process the authorisation.
How do I know if a transaction was successful?
When a transaction is successful, an Authorisation code and approval receipt will be generated. Please call Elavon Merchant Services Authorisation line on 0345 850 0197 if you wish to check the transaction.
What do I do if my terminal fails to Batch?
This can happen for a number of reasons from connection issues to issues with your acquirer. Please revert to connection errors for a solution and if the issue persists, please call the Customer Helpdesk on 01908 354 500
What do I do if I get an RB OUT OF BALANCE error?
This means RECENT BATCH OUT OF BALANCE and is caused by your acquirer seeing something different to what the terminal is trying to send through. To resolve, please call the Customer Helpdesk on 01908 354 500.
What do I do if I get an INVALID CARD error?
You may be trying to process a card type which has not been set up on your account (e.g. AMEX or Diners International). Please call the Customer Helpdesk on 01908 354 500.
What do I do if my terminal is failing to connect? (Verifone VX510, VX520, VX810 & VX820)
Disconnect the power cable from your terminal > leave for 10 seconds > plug the terminal back in > Main menu should be displayed > Insert any credit or Debit card and test a 1p transaction sale > If the problem persists, please call the Customer Helpdesk on 01908 354 500.
What do I do if my terminal is failing to connect? (Verifone VX670, VX680 & VX675)
Take the terminal off charge > Hold down the RED cancel key to switch off the terminal > Leave for 10 seconds > Hold down the GREEN enter key to power on (once the screen lights up you can release the enter key) > Main menu should be displayed > Insert any credit or Debit card and test a 1p transaction sale > If the problem persists, please call the Customer Helpdesk on 01908 354 500.
What do I do if my terminal displays an INVALID PROFILE error?
There is an issue with your merchant account. Please call the Customer Helpdesk on 01908 354 500
What do I do if my terminal displays a TAMPER error?
Verifone terminals have a number of security features to protect both you and cardholders from fraud, this includes a security feature we call ‘Tamper’. In the event someone attempts to access the terminal’s internal parts the terminal will become unusable. Occasionally if a terminal is dropped or experiences a sudden impact it will go into Tamper Mode. Your terminal will need to be replaced. Please contact our Customer Helpdesk on 01908 354 500.
Why am I being charged for PCI fees?
Payment Card Industry Data Security Standard (PCI DSS) is a global security initiative designed to protect your business, your customers and the banks. Created by the major card schemes, PCI DSS is a set of mandatory requirements that apply to all businesses taking credit and debit card payments, regardless of their size or transaction volume.
What are PCI non-compliance fees?
It is important that your PCI compliance is renewed annually as the financial implications of a breach can destroy customers of any size. All acquirers impose financial penalties for non-compliance. You can stop these charges and mitigate risk by maintaining compliance and providing verification and certification as required by the industry.
How can I renew my PCI ?
You need to complete the self-assessment questionnaire (SAQ) annually with Trustwave which can be reached at www.trustwave.com. If you have any difficulty, please call Trustwave on 0800 917 8986 and they will be able to talk you through it. N.B check your junk folder as you may have already received a reminder from Trustwave
How do I change my Address or Bank Details?
Please download and complete the necessary forms in the CHANGE OF DETAILS section in Technical Support or www.retailmerchantservices.co.uk/resources/change-of-details. PLEASE NOTE: Due to data protection, we are unable to change any details over the phone.
Why am I receiving 2 bills and 2 Direct Debits?
On your bank statement, you will see 2 sets of periodic charges for your card processing services. Your Acquirer charges, which include card processing and PCI fees, are processed monthly and will show on your statement as EMS (Elavon Merchant Services). Your RMS membership fees, which include your terminal/s, are processed quarterly and will show on your statement as RMS (Retail Merchant Services).
Card Types Acceptance
You can accept any UK or International card displaying a VISA, Mastercard or Maestro logo. AMEX (American Express) and Diners International card acceptance require additional account set up, please call our Customer Helpdesk on 01908 354 500 who will be happy to set this up for you.
Contactless card payments - (Verifone VX520, VX820, VX680 and VX675)
Our Verifone evolution terminals are all able to accept contactless payments. If your card machine is already contactless enabled you will get an option to take a contactless payment during the sale providing the value is within the contactless limit of £30. If not, please call our Customer Helpdesk on 01908 354 500 to get your terminal ready for Contactless.