Merchant support
Who to contact, what to have ready, and what happens after you get in touch.
Where to start
Support questions fall into two groups. Anything about your account setup, pricing, equipment or a new location comes to us directly. Anything that requires action inside the processor's systems — a settlement investigation, a hardware replacement under warranty, a dispute filing — is raised by us with the processor on your behalf, or handled through their support line where that is faster for you.
How the setup works for your account
Account and pricing questions
Statement reviews, rate questions, adding locations or terminals.
Equipment problems
Setup, reconfiguration, connectivity and replacement.
Deposit and settlement queries
Missing or delayed deposits, batch questions, funding schedule changes.
Disputes and chargebacks
Notification handling, evidence preparation and submission deadlines.
Have this ready
Your merchant ID
It appears on your statement and speeds up every enquiry.
The date and amount
For a specific transaction or deposit question, the exact date and figure.
The error or device model
For equipment issues, the exact wording of any error and the terminal model.
Common questions
We reply to support requests within one business day. Urgent processing outages should go to the processor's support line first — the number is on your welcome pack.
Yes. Send a recent full statement and we will break down what each line is actually costing you.
Send it to us as soon as it arrives. Response windows are short, so do not wait.
Raise a support request
For merchants already processing with us. Give us the merchant ID if you have it and we can look at the account before we call you back.
See what your processing should actually cost
Send a recent statement, or your monthly volume and average ticket. You get a written breakdown back — no commitment.