Support

If you’re looking for product support, please refer to the relevant guides below. Can’t find what you’re looking for? No problem, we’d be happy to help so please give us a call on 0203 985 9089.

Card Machine FAQs

Frequently asked questions about using our card machines. Most issues can be solved using the FAQ below. For anything else, please do give us a call on 0203 985 9083.

Verifone

How do I complete my end of day banking settlement (also known as batching)?

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 support team on 0300 3034089.

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 customer support on 0300 3034089 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 8500197. You will then need to call our customer support team on 0300 3034089 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 8500197 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 support team on 0300 3034089.

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 support team on 0300 3034089.

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 customer support on 0300 3034089 to check which cards can be accepted on your terminal.

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 customer support on 0300 3034089.

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 customer support on 0300 3034089.

What do I do if my terminal displays an INVALID PROFILE error?

Unfortunately, this means that there is an issue with your merchant account. Please call customer support on 0300 3034089.

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 customer support on 0300 3034089.

Which card types will my terminal accept?

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 support team on 0300 3034089 who will be happy to set this up for you.

Can I take contactless card payments with my 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 support on 0300 3034089 to get your terminal ready for contactless.

How do I set my card terminal to Auto Network Selection?

By default, when ‘roaming’ is enabled on a card terminal, the application will be set to automatically select the strongest network if the primary network falls below the signal threshold.

If the terminal has to be configured to a manual selection and there is a requirement to enable auto selection, please call our customer support team on 0300 3034089.

How do I turn off automatic end of day reports being printed?

To turn off automatic end of day reports, you will need to call our customer support on 0300 3034089. One of our technical team will turn this function off for you.

My card machine will not turn on, how can I fix this?

There are a few things you can try yourself to power up the card machine again.

  1. Take the back case off the card machine and pull out the battery that is attached to the white connecter.
  2. Place the white connecter back into the terminal making sure it fits securely.
  3. Place the terminal back on charge and wait for it to switch on.

Failing this, try placing the charger into a different mains socket.

If your terminal is still out of power, please contact customer support team on 0300 3034089.

Ingenico

How do I complete my EOD (End of Day) Batching Procedure?

Select Menu > Menu > Reports > (enter password) > End of Day > Enter.

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 customer support on 0300 3034089 if you want to check whether your account has been set up to accept CNP transactions.

How can I perform a CNP transaction?

Menu > Mail Order > Sale > Input Full card number > Enter > Input Expiry date MMYY > Enter > Input CVV2 > Enter > Input postcode (numbers only) > Enter > Input Address door number > Enter > Input Sale amount > Enter> Sale will start processing.

What do I do if an AUTHORISATION message is displayed?

If your terminal displays an authorisation message, please call the global payments authorisation line on 0345 7700600. You will then need to call our customer support team on 0300 3034089 to process the authorisation.

What do I do if a REFERRAL message is displayed?

If your terminal displays a referral message, please call the global payments authorisation line on 0345 7700600. You will then need to call our customer support team on 0300 3034089 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 the global payments authorisation line on 0345 7700600 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 support team on 0300 3034089.

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 customer support on 0300 3034089 to check which cards can be accepted on your terminal.

What do I do if my terminal is failing to connect? Ingenico Desktop: ICT250

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 customer support on 0300 3034089.

What do I do if my terminal is failing to connect? Ingenico Portable: IWL251 / IWL252

Take the terminal off charge > Hold down the YELLOW clear key AND the FULL STOP key at the same time to switch off the terminal > Leave for 10 seconds > Hold down the GREEN enter key to power on > Main menu should be displayed > Insert any credit or Debit card and test a 1p transaction sale > If the problem persists, please call customer support on 0300 3034089.

What do I do if my terminal displays an INVALID PROFILE error?

Unfortunately, this means that there is an issue with your merchant account. Please call customer support on 0300 3034089.

What do I do if my terminal displays an ALERT IRRUPTION error?

‘Alert Irruption’ means the terminal can no longer be used to accept transactions. Inside your card machine there is an anti-tamper proof device. If the card terminal feels it is being tampered with or if the terminal suffers a hard impact, the anti-tamper proof device will trigger and shut the terminal down. Your terminal will need to be replaced. Please contact customer support on 0300 3034089.

Which cards can my machine accept?

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 customer support on 0300 3034089 who will be happy to set this up for you.

Can I make contactless card payments on the Ingenico ICT250 and IWL250?

All our Ingenico terminals are all able to accept contactless payments. You will get an option to take a contactless payment during the sale providing the value is within the contactless limit of £30.

How do I set my card terminal Auto Network Selection?

By default, when ‘roaming’ is enabled on a card terminal, the application will be set to automatically select the strongest network if the primary network falls below the signal threshold.

If the terminal has to be configured to a manual selection and there is a requirement to enable auto selection, please call our customer support on 0300 3034089.

My card machine will not turn on, how can I fix this?

There are a few things you can try yourself to power up the card machine again.

  1. Take the back case off the card machine and pull out the battery that is attached to the white connecter.
  2. Place the white connecter back into the terminal making sure it fits securely.
  3. Place the terminal back on charge and wait for it to switch on.

Failing this, try placing the charger into a different mains socket.

If your terminal is still out of power, please contact customer support on 0300 3034089.

How do I turn off automatic end of day reports being printed?

To turn off automatic end of day reports, you will need to call our customer support on 0300 3034089. One of our technical team will turn this function off for you.

My card machine is showing a “TAMPER” error screen, what does this mean?

Unfortunately, this is an irreversible error, please get in touch with us ASAP as we will need to replace your terminal. Call our customer support on 0300 3034089.

I am trying to take phone payment for a customer who has no postcode, how do I complete the payment?

If there is no postcode, please select ‘enter’ on your card machine. This will skip to the next part of the payment.

EPOS

Need help with your Epos system? Please check out the guides below.

Smart Volution Software User Manual

M11 User Guide

T2 User Guide

T2 Mini User Guide

Pax A920 user guide

E-commerce

We can get you up and running online in just a few clicks…

Payment Links – watch the video and download the quick start guide
Virtual Terminal – watch the video and download the quick start guide

Get In Touch

Still got questions or simply fancy a chat? We’d love to hear from you:

For more specific contact information, please refer to the numbers listed below.

Query Type Contact Number
Card Machine Support 0203 985 9083
Adding a New Terminal or Product 0203 985 9080
Payment Security 0345 850 0195
Breathe Billing 0203 985 9089
Elavon Billing 0345 850 0195
Charge Backs 0345 850 0195
Complaints 0203 985 9089
Fraud Prevention 0203 684 7634
PCI Compliance Support 0345 850 0195

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