Knowledge Hub & Merchant Helpdesk

Frequently Asked Questions

Onboarding

When will my terminal arrive?

Once your application has been received, it will take around 7 to 10 days to process.

After approval, it can take 2 – 3 business days for your merchant account to be provisioned.

Terminal Installation can range from 2 – 10 business days based on various factors.
What may cause delays to the onboarding process?
Delays to the onboarding process are typically caused by incomplete or inaccurate applications.
What happens with my current EFTPOS terminal/bank?

You will need to contact your previous provider to organise a terminal retrieval. If you own the terminal outright, then we can attempt to integrate it into your new contract with Till Payments.  

How does my existing POS get integrated with Till?During your initial interactions with Till Payments, our Sales Team will check that your POS vendor is certified
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.


Support

How do I change details on my receipt / order receipt rolls?Merchants may enquire about receipt rolls by contacting Till Support.

Please be sure to provide:

Quantity Required (20/40/60)
MID (Merchant ID)
TID (Terminal ID)
Delivery address

Delivery is typically within 5 business days

How do I enable MOTO?

Please contact the Till Payments Support Team with your request to enable MOTO. You will need to provide:

Contact Name
Contact details (phone and email address)
MID
TID
Merchant Name
 Please note that you will need to be authorised to make changes to your account in order for Till Payments to process this request. 

Once submitted, your request will be sent for review by the credit team. The Support Team will advise as to whether the request was approved or declined. If the request was approved, you will be guided to do a terminal refresh which will then activate MOTO. 

How can I enable tipping? 

Please contact the Till Payments Support Team with your request to enable tipping. You will need to provide:

Contact Name
Contact details (phone and email address)
MID
TID
Merchant Name

Please note that you will need to be authorised to make changes to your account in order for Till Payments to process this request.

Once tipping has successfully been enabled, the Support team will guide you through a terminal refresh. 
How do I enable surcharge?

If your terminal is an integrated terminal, you will need to contact your POS provider to update your surcharging settings. 

For standalone terminals, please contact the Till Payments Support Team with your request to enable surcharging.  You will need to provide:

Contact Name
Contact details (phone and email address)
MID
TID
Merchant Name
Surcharge Request by card type

Please note that you will need to be authorised to make changes to your account in order for Till Payments to process this request. 

Once surcharging has successfully been enabled, the Support Team will guide you through a terminal refresh to activate surcharging on your terminal. 
Can I surcharge only transactions under a certain amount on a terminal?
No. You can only surcharge according to the types of cards used, but not certain amounts.
How do I update my refund limit?

Please contact the Till Payments Support Team with your desired refund limit.  You will need to provide:

Contact Name
Contact details (phone and email address)
MID
TID
Merchant Name
Requested Refund Limit Per Day
Requested Refund Limit Per Transaction

Please note that you will need to be authorised to make changes to your account in order for Till Payments to process this request. 

Once submitted, your request will be sent for review by the credit team. The Support Team will advise as to whether the request was approved or declined. If the request was approved, you will be guided to do a terminal refresh which will then activate your new refund limit.
My terminal isn’t working, how quickly can I have it fixed or replaced?

If there are issues with your terminal(s), please contact the Till Payments Support Team who will attempt to troubleshoot with you over the phone. If we are unable to fix your terminal over the phone, we will schedule a technician to visit your site to troubleshoot further or to replace the device.

Replacement terminals typically take 1-3 days depending on the current queue time and location.
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
How do I enable AMEX or Diners for use on my terminals?

Please contact the Till Payments Support Team with your request to enable AMEX.  You will need to provide:

Contact Name
Contact details (phone and email address)
AMEX ID/Diners ID*
MID
 TID(s)

Please note that you will need to be authorised to make changes to your account in order for Till Payments to process this request. 

Once your AMEX ID has been successfully linked to your Till terminals, the Support Team will guide you through a terminal refresh to activate AMEX on your terminal(s). 

*If you don’t have an AMEX ID, you will need to first contact AMEX (1300 363 614) and request a new merchant number. https://www.americanexpress.com/au/merchant/index.html

If you don’t have an Diners ID, you will need to first contact Diners (1300 360 060) and request a new merchant number. https://www.americanexpress.com/au/merchant/index.html
How does funding work for Amex? 
Currently, all funding for AMEX transactions are handled by Amex directly.
How can I update my settlement time? 

Please contact the Till Payments Support Team with your settlement time request. Please note that you will need to be authorised to make changes to your account. You will need to provide:

Contact Name
Contact details (phone and email address)
MID
TID(s)
Merchant Name
Desired Settlement Time

Once your settlement time has been successfully updated, the Support Team will guide you through a terminal refresh to activate the new settlement time on your terminal.
When can I view my transactions in the Till Merchant Portal (TMP)? 

Transactions are made available in the Till Merchant Portal on the same day in which those transaction were funded to your account. 

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 check the Till Merchant Portal user guide to help you with step-by-step guided instructions.
How quickly can you replace terminals ?
  • If there are issues with a terminal, the support team will attempt to troubleshoot over the phone.
  • If a terminal freezes for any reason, FUNC + Clear Keys (on Ingenico Move 5000) typically corrects things
  • Replacement terminals typically take 1-3 days depending on the current queue time and location of the merchant. 

How do I contact Till Payments Support?

The Support team can be contacted 24/7 by:  

Emailing: Support@Tillpayments.com

Logging a support ticket using your helpdesk account

Calling any of the numbers listed below and choosing the option for Support.  

  • Australia: +61 1300 369 692 
  • United Kingdom: +44 (0)20 3992 8399 
  • United States: +1 347 991 5997 
  • Rest of World: +61 1300 369 692 


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 view the Merchant Guide for Chargebacks and disputes page or 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. If you have any doubts, you can always contact the Till Payments Support team on 1300 369 692 and we can further assist you.


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