Help & Support Centre

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

You can only process CNP transactions if this was set up during your application. Please call Customer Support on 01908 354 500 if you want to check whether your account has been set up to accept CNP transactions.

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.

If your terminal displays an authorisation message, please call Global Payments Authorisation line on 0345 770 0600. You will then need to call our Customer Support team on 01908 354 500 to process the authorisation.

If your terminal displays a referral message, please call Global Payments Authorisation line on 0345 770 0600. You will then need to call our Customer Support team on 01908 354 500 to process the authorisation.

When a transaction is successful, an authorisation code and approval receipt will be generated. Please call Global Payments Authorisation line on 0345 770 0600 if you wish to check the transaction.

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 on 01908 354 500.

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 01908 354 500 to check which cards can be accepted on your terminal.

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 01908 354 500.

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 01908 354 500.

Unfortunately, this means that there is an issue with your merchant account. Please call Customer Support on 01908 354 500.

‘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 01908 354 500.

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 01908 354 500 who will be happy to set this up for you.

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.

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 01908 354 500.

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


Take the back case off the card machine and pull out the battery that is attached to the white connecter.
Place the white connecter back into the terminal making sure it fits securely.
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 01908 354 500.

To turn off automatic end of day reports, you will need to call our Customer Support on 01908 354 500. One of our technical team will turn this function off for you.

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 team on 01908 354 500.

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

Yes, of course. You will need the account holder for your business to call us and answer some security questions before the password can be changed.