Coronavirus update_EFTPOS FAQS_ EFTPOS NZHUB

We received an unprecedented volume of customer queries in the lead up to COVID-19 Alert Level 3. While our technical support and customer service teams are still available at every COVID-19 Alert Level, the volume of calls meant that some customers experienced delays getting through to us.

To help you avoid a call into our helpdesk, we’ve put together some of the FAQs our contact centre has been answering throughout the lockdown:

 

How do I take payment from my customers over the phone?

A MOTO (mail-order/telephone-order) solution allows you to take payment over the phone by manually entering your customers’ credit or scheme debit card number into your terminal. Using MOTO allows you to take payment from customers in a completely contactless way, with no face-to-face contact required.

To get set-up, you will need to apply to the bank that provides your merchant facility to accept card-not-present (MOTO) transactions. If your bank approves your business to take MOTO payments, they will advise us to enable the solution on your device/s. There are fees associated with processing MOTO transactions, you will need to confirm the applicable rates with your bank.

For more information on contactless payment methods, check out our guide to payment methods that reduce physical contact.

 

How do I enable contactless 'paywave' payments on my terminal/s?

The good news is that all our EFTPOS devices can accept contactless payments! To enable this functionality on your terminal, you will need to get in touch with the bank that provides your merchant facility.

To enable contactless payments on your EFTPOS terminal/s, you will need to call the bank that provides your merchant facility. The banks are currently experiencing an unprecedented demand for contactless payments, so we recommend getting in early to accommodate longer waiting times. Find out how to contact your bank here.

 

How do I get a mobile terminal?

If you need a mobile terminal so you can take payment away from your point of sale, perhaps on the pavement outside your business or for home deliveries, we can upgrade your solution for you. Grab a quote, or get in touch with our sales team here.

You might also like to check out our guide to payment methods that reduce physical contact.

 

How do I log my terminal on?

Need to log your terminal on, but can't quite remember the steps? This step-by-step how-to article will have you logging on in no time.

 

My terminal wont logon or is showing a comms error, what should I do?

Most issues with your terminal can be fixed by simply turning it off and then back on again, just like any other electronic device. Here's how to turn your terminal off and back on:

If you have a mobile terminal: (VX 680 or VX 690) take it off the charging base and hold in the red X key until it shuts down. Hold in the green key until the screen turns on.

If you have a countertop terminal: (VX 820 Duet or VX 520C) either unplug and re-plug the power cord from the base or just switch the power off at the wall. Wait five seconds then switch it back on (be sure you get the correct switch!)

If you're still having issues with getting your terminal to connect or process transactions, try following the steps in this article.

 

My terminal is displaying '*Tamper*' on-screen, what does this mean?

We have seen a slight increase in the incidence of Tamper errors during the pandemic lockdown. A ‘*Tamper*’ error is designed to prevent people accessing the inner parts of your terminal and to protect your terminal from unwanted modification. A Tamper error can also occur if there is a power cut or power surge, or if the terminal gets knocked or dropped too hard, or is liquid damaged.

If your terminal displays any of the following error messages, you will need to call our helpdesk on 0800 EFTPOS (0800 338 767, option 2) to arrange a terminal swap-out:

  • *Tamper*
  • Download Needed
  • Special Repairs
  • RAM Checksum Error

 

How do I use my terminal?

Need a refresher course on how to use your device? Check out the user guides section of our Support site for:

  • Comprehensive terminal user manuals
  • Quick user guides
  • How-to videos
  • Help articles

 

Can't find an answer to your question?

If you’re exploring adapting your business in response to COVID-19, we can help. Our team of EFTPOS experts are working remotely and are available to discuss your payments needs:

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If you need help with something else, our technical helpdesk and customer service team is available. Here's how to contact them:

Eftpos NZ Customer Service is available 8 am - 5 pm, Monday-Friday:

Eftpos NZ Technical Support is available 24/7:

 

COVID-19 Resources for businesses

• Eftpos NZ COVID-19 Info Hub: Get the latest updates, information and advice from us.
• MBIE guide to workplace operations at COVID-19 alert levels.
• Government information for employers, employees and essential businesses and services.
• Advice and resources for hospitality businesses
• Advice and resources for retailers