Help & Support Centre

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 01908 354 500.

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.

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.

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 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 Elavon Merchant Services Authorisation line on 0345 850 0197 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 team on 01908 354 500.

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 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 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 01908 354 500.

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

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 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 our Customer Support team on 01908 354 500 who will be happy to set this up for you.

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 01908 354 500 to get your terminal ready for contactless.

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.