Who to contact, what to have ready, and what happens after you get in touch.
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.
Statement reviews, rate questions, adding locations or terminals.
Setup, reconfiguration, connectivity and replacement.
Missing or delayed deposits, batch questions, funding schedule changes.
Notification handling, evidence preparation and submission deadlines.
It appears on your statement and speeds up every enquiry.
For a specific transaction or deposit question, the exact date and figure.
For equipment issues, the exact wording of any error and the terminal model.
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.
Send a recent statement, or your monthly volume and average ticket. You get a written breakdown back — no commitment.
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