Existing Merchant Customers

Help and support with your merchant device

Order stationery

Merchant forms

Looking for assistance?

EFTPOS & Integrated POS Terminals

24 hour, 7 day technical support is available from the EFTPOS Terminal Support helpdesk on 1800 836 055

Virtual POS Facilities

Technical support is available 8:30am-5:00pm (AEST) Monday-Friday (excluding QLD public holidays) on 1800 054 990

Merchant Account Queries

Support for merchant account queries is available by calling 13 11 55, 8am–5:30pm (AEST), Monday to Friday

Order more stationery for your EFTPOS terminal

Steps to order rolls through your terminal

If you are using an Ingenico Move 2500, Move 5000, ict250 or iwl255

Press MENU from the home screen
Type in 4 for Terminal
Type in 3 for Others
Type in 4 for Stationery order
Select the number of rolls you will need and press ENTER (there are three options 10,20 & 30)
The terminal will confirm that the order has been sent.

Or Order online

Fill out & submit the Merchants Stationery Order Form
Please note: Manual voucher stationery ordering is only available via our website.
Both methods give you instant confirmation that your order has been received, and your stationery will be delivered in three to five business days.

Operating instructions

These guides tell you all about your merchant terminal – how to transact, conduct settlements and troubleshoot errors.

Virtual POS Guides

For MiGS Integration

For MPGS Integration

Integration Guidelines

Chargebacks

A chargeback is when a cardholder disputes a card transaction that’s been processed through your merchant facility. If the dispute is settled in favour of the customer, the original transaction amount will be ‘charged back’ to your merchant settlement account. That means your business bears the cost.

This can happen for a number of reasons:

Customer disputes: e.g. the customer claims that goods and services were faulty or not received;
Processing errors: e.g. Duplicate or invalid transactions;
Authorisation errors: e.g. accepted payments without proper authorisation from the card holder
Fraud: e.g. An unauthorised transaction has occurred on the card number.

Learn more about Chargebacks.

Fraud

Receiving payments from customers’ cards is convenient, but can also open your business up to the risk of fraud. There are simple things that you can do to help protect your business from potential fraud.

Learn more about Card Fraud

Learn more about Payment Card Industry Data Security Standards (PCIDSS)

Surcharges

If you apply a surcharge when a cardholder pays using a Credit or EFTPOS card, you are not allowed to charge an amount higher than your average cost of accepting that card type. Under the RBA standard, we are required to provide you with your average cost of acceptance each month on your statement. At the end of each financial year, Suncorp is also required to provide you with an annual average cost of acceptance. From the 1st of September 2017 – the ACCC have the authority to enforce penalties on any merchant that is surcharging excessively.

Learn more about Surcharges.

Missing a Settlement?

If the terminal has settled, but the funds are not appearing in your account, call 13 11 55 and ask to speak to Merchant Services.

Seeing a Blank Screen?

Countertop terminal – ensure that all terminal power cable connections and power supply outlets are connected, and operational.

Mobile terminal – ensure the terminal has been charged.

Communication Errors - Broadband and Dial-up terminals

Check all terminal phone cable connections, and phone supply outlets. Connect the phone line to a telephone to check for dial tone, and cable quality.
Clear any message bank on the line.
Disconnect call waiting.
Attempt a call from the telephone.

Has the telephone line recently changed to or from a PABX system? If this is the case, your terminal will require a software upgrade. Call us on 1800 836 055 for help.

Guide to Resolving EFTPOS Communication Errors (Word doc, right click to save)

Card Reader Problems

Ensure that the card is being swiped in the right direction along the magnetic stripe.
Try swiping the card in both upwards and downwards directions.
Ensure that the card is being swiped at a fast enough speed.
Try using a Cleaner Card from your Suncorp Bank stationery kit to clean the card reader. You can order a new Cleaner Card from the website if you don't have one.

Printing Problems

Ensure the paper is in the printer.
Check for a paper jam.
Check that the paper is coming from underneath the roll and not from over the top.
Ensure the printer cover is properly in place.

Still not working?

Please call the 24-hour faults line on 1800 836 055 for help.

Change of Address

Add/Remove Additional Access

Change to Registered Bus/Trading Name

Add/Remove Amex/Diners Cards

Add/Remove MOTO functionality

Misc. changes to terminal

Increase/Decrease refund limit

Additional Terminal required

Wave & Save Transaction Limit Calculator

Request a change in trading and or mailing address. This is only available if the ownership and nature of business is to remain the same.

Enable additional access to the merchant facility.

Request a change to your Registered Business Name, and/or the name that's to appear on your receipts. This is only available if the ownership and nature of business is to remain the same.

Add or remove Amex or Diners Charge Cards.

Request the addition of removal of the MOTO functionality (Mail Order, Telephone Order) on your merchant facility.

Request miscellaneous changes to your terminal’s functionality. Things like:

changing settlement times
the template type (Retail to Restaurant, etc)
adding or removing cashout
adding or removing Wave & Save

Request an increase or decrease in the refund limit on your merchant facility.

Request additional terminals under the same Merchant Number and same trading location. If you want additional terminals for a new business or location, please call us on 13 11 55.

Setting the right Wave and Save transaction limit helps you to take steps to ensure you are charged the lower transaction fee for scheme debit card contactless transactions.

Use the calculator to determine your Wave and Save transaction limit

Enter the Merchant Service Fee % and the Debit Card Fee in the green fields as per your currents pricing plan. Press enter. The dollar amount displayed is the transaction amount where the costs are the same to process via both the EFTPOS and credit card network. This transaction amount will be set as the default position for your Wave & Save Transaction Limit**.
The Wave & Save Limit will depend on the merchants pricing plan and is set to a default position where the transaction fees are the same to process via both the EFTPOS and Credit Card network. Some bank issued scheme debit cards have a maximum daily card limit on EFTPOS transactions up to $1000 depending on the card Issuer. If one of these cards is used where the transaction value exceeds the daily card limit, the transaction will be processed via the credit card network and the credit card fee charged.

The information is intended to be of general nature only. We do not accept any legal responsibility for any loss incurred as a result of reliance upon it – please make your own enquiries.

Download our EFTPOS Merchant Facility Terms and Conditions.

Download our VPOS Merchant Facility Terms and Conditions.

Merchant Facilities are provided by Suncorp-Metway Ltd (“Suncorp Bank”) ABN 66 010 831 722 AFSL No 229882 Australian Credit Licence number 229882. Fees, charges, terms and conditions apply and are available on request.