Question 1

Does Suncorp Bank charge for merchant stationery? (EFTPOS terminals only)

Accepted Answer

From 1st November 2018 the following charges will apply for EFTPOS rolls:

Unit Content Price per pack (includes delivery)
10 rolls $10.00
20 rolls $16.00
30 rolls $20.00
40 rolls $24.00
50 rolls $28.00
60 rolls $32.00

The charge for rolls ordered during the month will be applied to your statement on the last day of the month.

Question 2

Does Suncorp Bank offer 'value added services' like 'phone top up'?

Accepted Answer

Yes, Suncorp Bank offers a wide variety of Value Added Services such as Phone Top up, Bartercard, Blackhawk Gift Card stands and Loyalty and Gift Cards.

Question 3

How do I access the Audit Report on my EFTPOS terminal?

Accepted Answer

You can find all the operating instructions and reference guides you need to answer your EFTPOS queries on our resource page for existing merchants.

Question 4

How do I change the Merchant/Terminal Password on my EFTPOS terminal?

Accepted Answer

Here’s how to change your password:

EFTPOS terminal	Instructions
Verifone VX520 and VX680	Press FUNC from the Home screen (Mobile VX680) or Press the button under FUNC (Countertop VX520) Type in 90 Press Enter Press 1 for Terminal password Press Enter Type in your current/old terminal password Press Enter Type in your new terminal password Press Enter Confirm your new terminal password Press Enter Your terminal password has now been changed.
Ingenico ict250 and iwl255	Please call 13 11 55 to change your terminal password.

You should change your merchant password regularly for security purposes.

Note: Always remember to protect this password against unauthorised use, as you’ll be liable for all unauthorised transactions.

Question 5

How do I print POS Totals on my EFTPOS terminal?

Accepted Answer

Here’s how to print POS totals:

EFTPOS terminal	Instructions
Verifone VX520 and VX680	Press FUNC from the Home screen (Mobile VX680) or Press the button under FUNC (Countertop VX520) Type in 90 Press Enter Press 1 for Terminal password Press Enter Type in your current/old terminal password Press Enter Type in your new terminal password Press Enter Confirm your new terminal password Press Enter Your terminal password has now been changed.
Ingenico ict250 and iwl255	Please call 13 11 55 to change your terminal password.

Note: POS totals will display the totals of all transactions on the terminal since the terminal last settled.

Question 6

How do I order Paper Rolls for my EFTPOS terminal?

Accepted Answer

To order you can either:

1. Go through your EFTPOS terminal (Verifone VX520 and VX680)

Press FUNC from the Home screen (Mobile VX680) or Press the button under FUNC (Countertop VX520).
Type in 86, press Enter
Type in the Number of rolls required in multiples of 10 and press Enter

The terminal will print a receipt confirming your order has been sent. Please note: A maximum of 30 paper rolls can be ordered per day

2. Visit our website

Go to our Merchants Stationary Order Form
Complete the order and click ‘submit’

Note: Manual voucher stationery ordering is only available via our website.

Question 7

How do I process a 'Manual Settlement' on my EFTPOS terminal?

Accepted Answer

Simply follow these steps:

EFTPOS terminal	Instructions
Verifone VX520 and VX680	Press FUNC from the Home screen (Mobile VX680) or Press the button under FUNC (Countertop VX520) Type in 90 Press Enter Press 1 for Terminal password Press Enter Type in your current/old terminal password Press Enter Type in your new terminal password Press Enter Confirm your new terminal password Press Enter Your terminal password has now been changed.
Ingenico ict250 and iwl255	Please call 13 11 55 to change your terminal password.

Note: Terminal will settle the transactions since the last settlement, ensure that the settlement says approved or settlement success.

Question 8

How do I process a refund on my EFTPOS terminal?

Accepted Answer

EFTPOS terminal	Instructions
Verifone VX520 and VX680	Press MENU from the Home screen (Mobile VX680) or Press the button under MENU (Countertop VX520) Select 3 for Refund Press Enter Type in your Merchant password Press Enter Type in the Refund Amount Press Enter Prompt the customer to Insert or Swipe their card (depends on functionality available on customer card) Select the account type - request the customer to make this selection (if prompted to do so) Press Enter The terminal will ask the customer to type in their PIN number and press Enter or press Enter for the customer to sign the receipt If Approved, the terminal will print the merchant receipt Remove the merchant receipt, hand to the customer to sign the receipt (if prompted to do so by the terminal). Verify the signature if not a PIN transaction Ensure that the transaction receipt says ‘APPROVED’ Press Enter to print the customer receipt (if required) Hand the Customer Copy receipt to the customer (if required)

Note: If Cashier Number has been enabled on your merchant profile, the terminal will request a cashier to be selected after entering the refund amount.

Select the cashier by pressing the corresponding number next to the cashier name, or highlighting the cashier name using the arrows and press Enter.

Question 9

How do I process a 'Void transaction' on my EFTPOS terminal?

Accepted Answer

EFTPOS terminal	Instructions
Verifone VX520 and VX680	Press MENU from the Home screen (Mobile VX680) or Press the button under MENU (Countertop VX520) Select 3 for Refund Press Enter Type in your Merchant password Press Enter Type in the Refund Amount Press Enter Prompt the customer to Insert or Swipe their card (depends on functionality available on customer card) Select the account type - request the customer to make this selection (if prompted to do so) Press Enter The terminal will ask the customer to type in their PIN number and press Enter or press Enter for the customer to sign the receipt If Approved, the terminal will print the merchant receipt Remove the merchant receipt, hand to the customer to sign the receipt (if prompted to do so by the terminal). Verify the signature if not a PIN transaction Ensure that the transaction receipt says ‘APPROVED’ Press Enter to print the customer receipt (if required) Hand the Customer Copy receipt to the customer (if required)

Question 10

How do I replace the Paper Roll on my EFTPOS terminal?

Accepted Answer

First, Open the printer cover

Drop the paper roll into the paper holder with paper coming out bottom of roll towards print head
Pull the paper and close the printer cover
Pull and tear the paper against the paper receipt guide
Operate the terminal as normal.

Question 11

How do I reprint a receipt on my EFTPOS terminal?

Accepted Answer

Follow the instructions below to reprint a receipt on your EFTPOS terminal.

EFTPOS terminal	Instructions
Verifone VX520 and VX680	Press FUNC from the Home screen (Mobile VX680) or Press the button under FUNC (Countertop VX520) Type in 90 Press Enter Press 1 for Terminal password Press Enter Type in your current/old terminal password Press Enter Type in your new terminal password Press Enter Confirm your new terminal password Press Enter Your terminal password has now been changed.
Ingenico ict250 and iwl255	Please call 13 11 55 to change your terminal password.

Question 12

How do I reprint a settlement on my EFTPOS terminal?

Accepted Answer

Follow the instructions below to reprint a settlement on your EFTPOS terminal.

EFTPOS terminal	Instructions
Verifone VX520 and VX680	Press FUNC from the Home screen (Mobile VX680) or Press the button under FUNC (Countertop VX520) Type in 90 Press Enter Press 1 for Terminal password Press Enter Type in your current/old terminal password Press Enter Type in your new terminal password Press Enter Confirm your new terminal password Press Enter Your terminal password has now been changed.
Ingenico ict250 and iwl255	Please call 13 11 55 to change your terminal password.

Question 13

How long before settlement from the EFTPOS terminal reaches my bank account?

Accepted Answer

If your terminal settles before 21:00 (AEST), the funds will be available in your Suncorp account the same day.

When settling into a non-Suncorp account, the funds will be in the account within 48 to 72 hours of settlement.

Question 14

When will I receive my EFTPOS terminal?

Accepted Answer

You’ll receive your EFTPOS terminal within 5-7 working days of your application and supporting documentation being submitted.

Note: This is subject to the approval of your application.

See if a mobile EFTPOS terminal is right for your business.

Question 15

What do the EFTPOS terminal response codes mean?

Accepted Answer

EFTPOS terminal	Instructions
Verifone VX520 and VX680	Press MENU from the Home screen (Mobile VX680) or Press the button under MENU (Countertop VX520) Select 3 for Refund Press Enter Type in your Merchant password Press Enter Type in the Refund Amount Press Enter Prompt the customer to Insert or Swipe their card (depends on functionality available on customer card) Select the account type - request the customer to make this selection (if prompted to do so) Press Enter The terminal will ask the customer to type in their PIN number and press Enter or press Enter for the customer to sign the receipt If Approved, the terminal will print the merchant receipt Remove the merchant receipt, hand to the customer to sign the receipt (if prompted to do so by the terminal). Verify the signature if not a PIN transaction Ensure that the transaction receipt says ‘APPROVED’ Press Enter to print the customer receipt (if required) Hand the Customer Copy receipt to the customer (if required)

Question 16

How do I fix my terminal if it’s displaying a ‘Comms Error’

Accepted Answer

First, ensure all terminal phone cable connections and phone supply outlets are connected correctly.

Power off the terminal before connecting the telephone cable; unplug the power cord from the 110-Volt, or regional, grounded power receptacle.
Connect one end of the telephone cable into the terminal.
Connect the other end of the telephone cable into your telephone wall jack.
Power on the terminal; plug the power cord connector into a 110-Volt, or regional, grounded power receptacle.
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.

Has the telephone line recently changed to or from a PABX system?

If so, the terminal will require a reconfiguration, please contact 1800 836 055. If the problem is not resolved call 1800 836 055.

Question 17

How do I fix my terminal if it’s displaying ‘Unsupported Card’?

Accepted Answer

This means the terminal profile has not been set up to accept the card type that is being used. Please contact merchant technical support on 1800 836 055.

Question 18

My EFTPOS terminal is displaying a ‘Z6’ or ‘V6’ error. How do I fix this?

Accepted Answer

This error means there’s been a loss of carrier. An unexpected phone line disconnect has occurred.

If you have a Verifone VX520 terminal you will receive a Z6 error, if you have a Ingenico ict250 terminal you will receive a V6 error.

Please check your phone connection. Try the transaction again.

If the problem is not resolved call 1800 836 055.

Question 19

My EFTPOS terminal has frozen. How do I fix this?

Accepted Answer

If the terminal freezes on a specific screen and will not do anything, you can unplug the power supply from the terminal and replug it in. If the problem is not resolved call 1800 836 055.

Question 20

My EFTPOS terminal is printing blank. How do I fix this?

Accepted Answer

If your terminal is printing blank:

Check to see if the paper roll is inserted correctly. If it’s inserted incorrectly, it will print blank due to the thermal paper.
Open the printer cover, drop the paper roll into the paper holder with paper coming out of the bottom of the roll towards print head. Pull the paper and close the printer cover. Pull and tear the paper against the paper receipt guide.
Operate the terminal as normal and perform a reprint to ensure the printer is now printing.

If the problem is not resolved call 1800 836 055.

Question 21

My EFTPOS terminal settled but the approved slip did not print

Accepted Answer

Try to reprint the last settlement slip on your EFTPOS terminal.

EFTPOS terminal	Instructions
Verifone VX520 and VX680	Press FUNC from the Home screen (Mobile VX680) or Press the button under FUNC (Countertop VX520) Type in 90 Press Enter Press 1 for Terminal password Press Enter Type in your current/old terminal password Press Enter Type in your new terminal password Press Enter Confirm your new terminal password Press Enter Your terminal password has now been changed.
Ingenico ict250 and iwl255	Please call 13 11 55 to change your terminal password.

If this does not solve the problem call 1800 836 055.

Question 22

My terminal shows ‘settlement failure already settled’ or ‘settlement unsuccessful’ but there is no Summary

Accepted Answer

The terminal has settled, but there has been a communication error at the time of printing the report.

You can reprint the settlement report by following these steps:

EFTPOS terminal	Instructions
Verifone VX520 and VX680	Press FUNC from the Home screen (Mobile VX680) or; Press the button under FUNC (Countertop VX520) Type in 74 Press Enter
Ingenico ict250 and iwl255	Press the MENU button form the Home screen Select 3 for Batch Select 2 for Last Settlement

EFTPOS terminal	Instructions
Verifone VX520 and VX680	Press MENU from the Home screen (Mobile VX680) or; Press the button under MENU (Countertop VX520) Select 9 for Void Press Enter Type in your Merchant password Press Enter Select 1 and Enter to Void the Last Transaction Select 2 and Enter for Invoice to Void a previous transaction within the same batch Type in the Invoice Number Press Enter The terminal will ask you to confirm the Transaction to be Voided Press the Enter button for Yes or Cancel button for No The terminal will print you a merchant receipt indicating the VOIDED sale Press the Enter button to print a customer receipt (if required) Do not disclose your Merchant password to any unauthorised people. Only Credit card transactions can be voided. A voided transaction will not appear on the merchant statement, cardholder statement or settlement report. You can only void a transaction that is in the current day’s batch and it can only be voided prior to settlement.
Ingenico ict250 and iwl255	Press the MENU button from the Home screen: Select 3 for Batch Select 5 for Void Type in the invoice number of the transaction to be voided Press Enter Type in your Void password Press Enter The terminal will ask you to confirm the Transaction to be Voided Press the Enter button for Yes or Cancel button for No The terminal will print you a merchant receipt indicating the VOIDED sale Press the Enter button to print a customer receipt (if required) Do not disclose your Void password to any unauthorized people. Only Credit card transactions can be voided. A voided transaction will not appear on the merchant statement, cardholder statement or settlement report. You can only void a transaction that is in the current day’s batch and it can only be voided prior to settlement.

Status	Instruction
01	Refer the cardholder to the issuing bank.
05	The issuing bank has chosen not to honour the transaction.
31	The issuing bank is not supported by the current terminal software.
51	Another form of payment is required. Do not use a fallback voucher.
55	Invalid PIN entered.
61	Cardholder has exceeded the maximum daily withdrawal limit on their card.
91	The issuing bank is not available. Communication lines are down.

EFTPOS terminal	Instructions
Verifone VX520 and VX680	Press the merchant MENU button: Press 3 for Batch Press 2 for Reprint Settlement.
Ingenico ict250 and iwl255	Press the MENU button form the Home screen: Select 3 for Batch Select 2 for Last Settlement. The last successful terminal initiated settlement slip will be reprinted.

Payment & Merchant Services EFTPOS FAQs

Payment & Merchant Services
EFTPOS FAQs