Something is not working. Let us fix it.
Terminal-down and funding issues get escalated ahead of everything else. Say those words when you call.
Hardware
Terminal offline, printer jams, reprogramming, replacements and returns.
Funding & deposits
Missing deposits, batch questions, cut-off times, holds and reserves.
Statements & fees
Line-item explanations, quarterly rate reviews, effective-rate questions.
Chargebacks
Dispute responses, evidence packages, alerts and ratio monitoring.
PCI & compliance
Annual questionnaire, scans, scope reduction, breach guidance.
Integrations
Accounting sync, gateway configuration, API keys and webhooks.
The five questions support gets most
Power-cycle the terminal, confirm the WiFi or 4G indicator, then run a test transaction for $0.01 and void it. If it still fails, call support and say 'terminal down' — those calls skip the queue and a replacement ships the same day on approved accounts.
Check whether the batch actually closed — an open batch never funds. Then check the cut-off time against when you batched, and whether the date falls after a weekend or bank holiday. If all three look right, call us with the batch date and amount.
Process it as a refund rather than a void. Refunds settle in 3-5 business days to the cardholder. Voids are only possible before the batch closes.
Do not refund the transaction as well — that double-pays. Send us the transaction ID and any proof of delivery, signed receipt, terms acceptance or communication history, and we will build the representment package.
You do not do it alone. Call us and we complete it with you on the phone, usually in about 20 minutes for merchants on SAQ-A.
Every fee named in 4 hours. Or call now and we quote you on the spot.
Everyone else in this industry says twenty-four hours. We say four — and if that is still too slow, pick up the phone and get your numbers while you are on the call. No contract, nothing to cancel, no pressure.