Knowledge Hub & Merchant Helpdesk

Frequently Asked Questions

Application Process

When will my terminal arrive?Once your application has been received it takes around 10 days to process. Once approved, your terminal will be delivered to you for installation. Applications that have been incorrectly completed may take longer to process.
How much does an EFTPOS Terminal Cost?The fixed monthly pricing structure is available with any Countertop and Mobile EFTPOS terminal with plans starting from as little as $30 ex GST per month.
What sort of benefits come with the EFTPOS plans?

With our EFTPOS Plans, you can select one of seven plans that best suit your business and enjoy the freedom that comes with:


  • No joining or ongoing monthly fees
  • Easily viewing your cashflow and costs, making budgeting simpler
  • Online reporting to manage and track transactions
  • Switching between EFTPOS plans at no cost
How quickly will funds be available in my account?Till Payments will submit the previous day’s transactions at 10am AEST/ AEDT on banking days via the industry’s settlement process, Bulk Electronic Clearing System (BECS), for routing to your bank.
Why is my application subject to credit review?The ability to accept credit card payments is equivalent to giving you an unsecured line of credit; therefore all applications are subject to a review of business credit history.


Merchant Support

What information do I need to provide when I call the Merchant Helpdesk?When you call our helpdesk, you may be asked a variety of questions so we can verify your identity. You will have to provide us with your merchant ID, terminal ID, business name and contact name. Additional questions may include specifics about:


  • Transaction values
  • Time of a specific transaction
  • Transaction type for a specific transaction
  • Settlement details
  • Funded amount into account


These questions can be answered by looking at your terminal receipts, settlement dockets, bank statements or in our online reporting application. Our friendly helpdesk staff will guide you through the process.

How do I reset my Reporting Portal Access?

Kindly contact our Helpdesk on 1300 369 692 for further assistance. When you call our helpdesk, you may be asked a variety of questions so we can verify your identity. Please be ready to provide us with:


  • Merchant Number
  • Trading Name
  • Contact Name
  • Contact Number
  • Email Address
  • Bank Account number we fund settlements to
  • Last amount paid to your account by First Data Merchant Solutions
  • Confirm a settlement amount from a specific date

This is a comprehensive process to ensure your account remains secure and protected.
How do I enable Amex or Diners or any other payment method?

If you currently do not have an Amex or Diners merchant number, please contact Amex (1300 363 614) or Diners (1300 360 060) to request for a new merchant number.


If you have an existing Amex or Diners number, please go to our Forms & Guides page and download the relevant form.


Note: If there has been a change of directors or owners, please click here to access the applicable request form.

How can I view my processed transactions?

Processed transactions can be retrieved by logging in to our Reporting Platform located here


A transaction listing can be searched by using the following requirements:


  • Card number
  • ARN
  • Transaction type
  • Acquirer BIN
  • Authorisation code (The authorisation code must be used in conjunction with the card number and/or ARN.)
  • Date range


For further information on retrieving your transactions, please follow your Merchant Portal user guide to help you with a step-by-step guided instruction.



Your Terminal

What do I do if my Terminal is fault?Kindly contact our terminal support team on 1300 369 692 for further assistance.
My Terminal is offline and I need to process a paymentPlease reference your terminal user manual located on our Guides page.
How do I reset my terminal password?

Kindly contact our helpdesk on 1300 369 692 for further assistance. When you call our helpdesk, you may be asked a variety of questions so we can verify your identity. Please be ready to provide us with:


  • Merchant Number
  • Trading Name
  • Contact Name
  • Contact Number
  • Email Address
  • Bank Account number we fund settlements to
  • Last amount paid to your account by First Data Merchant Solutions
  • Confirm a settlement amount from a specific date


Chargebacks and Fraud

I have received a Chargeback Letter, what do I do next?

Kindly follow the instructions on the letter. If you have further queries regarding this letter please contact our helpdesk on 1300 369 692 for further assistance. Please note: the following information will be required when contacting our helpdesk:


  • ARN/Our reference number (from letter)
  • Amount of Chargeback/Request
  • Card number (first 6 digits XXXX last 3 digits)
  • Date letter was sent and date of transaction

There are some suspicious transactions that have been processed through my internet payment facility. Who can I contact to verify this?

Kindly contact our helpdesk on 1300 369 692 for further assistance.

How can I protect my business from fraudulent transactions and chargebacks?

There is an increased risk of fraud with accepting cards and this is more prevalent with Card Not Present transactions (transactions where the cardholder is not at your business with their card) as you can not verify that the person using the card is the owner of the card.


Unfortunately, chargebacks are part of accepting cards and they cannot be avoided completely but you can ensure that your card acceptance procedures minimise any risk to your business.


If you are ever suspicious of a transaction, you can perform some additional verification steps to help verify that the person giving you the card number is in the real cardholder. An authorisation only confirms that funds are available at the time of the transaction and that the card has not been reported lost or stolen. It does not guarantee that the person quoting the card number is the owner of the card or is entitled to use the card.


  • Obtain the full card details including the CCV.
  • Verify the delivery address on White Pages online.
  • Try contacting the telephone number provided to confirm the order.
  • Be mindful of unusual large orders especially if the order is to be shipped overseas.
  • Setup internal sale controls to limit the number or payments and value of transactions allowed each day/week by the same customer.
  • Be cautious of customers who wish to pay with multiple cards.
  • Always use your own courier if you are sending out items.
  • Always perform a refund to the same card in which the transaction was originally charged.


If a sales opportunity is too good to be true, it potentially could be. For more information please visit our Guides page. If you have any doubts, you can always contact the First Data Fraud team on 1300 369 692 and they can further assist you.



Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.