FAQs

As your business grows, we’re here to support your evolving needs. To order additional terminals or accessories, simply contact your dedicated account representative or email our support team. We’ll help you choose the right equipment for your setup and guide you through the ordering process.

To become PCI DSS (Payment Card Industry Data Security Standard) compliant, your business must follow a few key steps to ensure secure handling of cardholder data:

1. Assess your business operations and how you handle card payments.

2. Complete the appropriate Self-Assessment Questionnaire (SAQ) based on how your business accepts payments.

3. Implement and maintain security controls to protect cardholder data—such as encryption, secure networks, and regular updates.

4. Regularly monitor your systems and update your compliance status annually.

Maintaining compliance helps protect your customers from data breaches and shields your business from costly penalties. We provide tools and secure solutions designed to help ensure each transaction you process meets PCI standards.

For assistance getting started with PCI compliance, contact our support team.

Yes, your business can accept payments in more than one currency using features like Dynamic Currency Conversion (DCC). DCC allows international customers to pay in their home currency while you still receive the payment in your local currency. This enhances the customer experience and can help increase conversions, especially in tourist or international markets.

Contact us to learn if DCC or multi-currency processing is available for your payment setup.

A portable card machine enables you to accept credit and debit card payments away from a fixed checkout counter. It’s ideal for businesses like restaurants, salons, and pop-up shops where flexibility is key.

Once connected to Wi-Fi (or in some cases, cellular data), the device can be carried around and used anywhere within the network’s range. This allows you to take payments directly at the customer’s table, in waiting areas, or on-site at events—streamlining service and improving the customer experience.

A card reader may also be referred to as a:

• Card machine

• Payment terminal

• PDQ machine (short for Process Data Quickly, commonly used in the UK)

• Credit card terminal

• Chip and PIN machine

• POS terminal (Point of Sale terminal)

These terms are often used interchangeably and all refer to devices that allow businesses to accept card payments from customers.

To update your business address, please email your Personal Concierge or our support team from your registered email address. Be sure to include the following details:

• Your Merchant Account number

• Your current business address and the new address

• Whether the change applies to your trading address, billing address, or both

• Whether you’d like your receipt header updated to reflect the new address

Once we receive your request, we’ll process the update and confirm when it’s complete.

We don’t use fixed, one-size-fits-all pricing. Instead, our rates are tailored to your business based on several factors, including:

• Your current or projected monthly turnover

• Whether you’re new to accepting card payments

• Your average transaction value

• The types of payments you accept (in-person, online, etc.)

As a leading payment solutions provider, we’re able to offer highly competitive and transparent pricing. To get a custom quote that fits your business needs, contact our team.

To stay PCI compliant, your business must follow the Payment Card Industry Data Security Standards (PCI DSS), which are designed to protect customer card information. This includes:

• Using secure payment systems and up-to-date software

• Completing a PCI Self-Assessment Questionnaire (SAQ) annually

• Performing regular vulnerability scans if required

• Avoiding storage of sensitive card data

• Training staff on proper handling of payment information

Maintaining PCI compliance not only protects your customers but also helps you avoid fines, legal exposure, and potential data breaches. If you’re unsure where to start, we can guide you through the compliance process.

Funds are typically deposited within 3 to 5 business days after a transaction is processed. However, many businesses may be eligible for next-business-day funding, depending on factors like transaction volume, processing history, and account setup.

If you’re unsure whether you qualify for faster funding or would like to explore your options, please contact our sales team for assistance.

With a merchant account and compatible payment terminal or point-of-sale (POS) system, your business can accept a wide range of payment types, including:

• Major credit and debit cards – Visa, Mastercard, American Express, Discover, Diners Club, and more

• Contactless payments – Tap to pay using cards or enabled devices

• Chip & PIN and magnetic stripe (swipe) transactions

• Digital wallets – Apple Pay, Google Pay, and other mobile wallets

• Mail Order / Telephone Order (MOTO) payments

• Online payments through an eCommerce platform or virtual terminal

• Payment links sent via email, text, or chat for remote payments

We’ll help you choose the right setup to match your business needs—whether in-person, remote, or online.

Service charges are customized based on your business’s unique profile. Rather than applying fixed rates, we assess several factors to provide you with the most competitive pricing possible. These factors include:

• Your current or projected monthly processing volume

• Whether your business is new to accepting card payments

• Your average transaction value

• The type of industry you’re in

• The mix of card-present and card-not-present transactions

This tailored approach ensures you receive a pricing structure that fits your business model and helps maximize your savings.

If your payment terminal isn’t connecting to the internet via Wi-Fi, try the following troubleshooting steps:

• Test the network by connecting another device (like a laptop or phone) to the same Wi-Fi and loading a webpage to confirm the network is active.

• Restart your router and check that it’s functioning properly. You can also try a different router if available.

• Restart the terminal by powering it off and back on.

• In the device’s Wi-Fi settings, turn Wi-Fi off, wait a minute, then turn it back on.

• Forget and re-add the Wi-Fi network, entering the correct password carefully (watch for capitalization or typos).

• Ensure the terminal is within range of the router and there are no major physical obstructions.

• Try connecting the terminal to a different network, such as your mobile hotspot, to isolate the issue.

• If available, test with Ethernet or LTE/mobile connectivity to determine if the issue is with Wi-Fi or the device itself.

If the issue persists, please contact our support team for further assistance.

Most payment devices receive automatic software updates—either daily, weekly, or monthly—depending on the device and service provider. These updates are typically installed overnight to minimize disruption.

To ensure your device stays up to date:

• Keep it powered on and connected to Wi-Fi or your network overnight

• Avoid unplugging or powering off the device during scheduled update windows

• If prompted, follow any on-screen instructions to complete the update

Staying current with updates helps maintain security, compliance, and optimal performance. If you’re unsure whether your device is updating properly, contact our support team for assistance.

Friendly fraud—also known as chargeback fraud—occurs when a customer makes a legitimate purchase but later disputes the charge with their bank, often claiming they didn’t authorize the transaction or didn’t receive the goods or services.

This type of fraud is common in online sales and may happen for reasons such as:

• The customer forgetting the purchase

• A family member making the purchase without their knowledge

• Confusion over the business name shown on the bank statement

How to protect your business:

• Ensure your billing descriptor (the name on customers’ bank statements) clearly reflects your business or website name.

• Use order confirmation emails and detailed receipts.

• Provide easy-to-reach customer service to resolve disputes before they escalate.

• Keep detailed transaction records, including shipping info and customer communication.

• Implement fraud detection tools and address verification systems.

If you’re unsure how your business appears on customer statements or need to update your descriptor, our support team can help—contact us here.

Yes, a chargeback fee is typically applied when a customer disputes a transaction and initiates a chargeback. This fee covers the administrative cost of handling the dispute, regardless of the outcome.

The exact amount of the fee may vary depending on your agreement, so please refer to your Merchant Agreement or contact our support team for details specific to your account.

Customers can typically initiate a chargeback up to 180 days from the original transaction date. However, exceptions may apply—especially for purchases made in advance (e.g. travel bookings or event tickets), where the countdown begins after the expected delivery or service date.

You can view any active or past chargebacks, along with helpful transaction reports, by logging into your merchant reporting portal. Look for a “Disputes” or “Chargebacks” section under the reporting tools to generate relevant reports.

If you need help accessing your chargeback reports or responding to a dispute, our support team is here to assist.