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Knowledge Bank

My Card Machine

My Account

My Transactions


How do I order paper rolls?

Click here to complete the online form or email your request to merchant.requests@fisglobal.com. Please include your merchant number and the quantity of paper rolls you would like to order.


How do I insert a paper roll?

The paper roll is stored in a ‘well’ on the underside of the machine, behind the screen.
To load the paper, pull the cover release button (between the two rubber feet) and the lid will open. Drop a new paper roll into the ‘well’ ensuring that the end of the roll is coming up from underneath, with the smooth, shiny side of the paper facing the serrated edge – with some protruding out of the top of the machine. Carefully close the lid, it will lock into place.


How do I complete my End of Day Banking/Settlement?

Download your Ingenico or VeriFone 'How to..' guides here

Ingenico - How to process the end of day

Verifone - How to process the end of day


Can I set up Auto End of Day?

Yes, our card machines will allow for this process to be completed automatically. During your Welcome Call we will discuss this option in more detail and agree the best time to program this in the terminal software.


Change of legal entity?

For any changes that will affect the legal entity of your business i.e. Sole Trader to Limited company, please call our Client Services team for advice and instructions on how to make these changes to your account. Alternatively, you can email your details to merchant.requests@fisglobal.com.


Change of bank details?

It is important that we hold the correct information relating to your bank details and to ensure you are funded for your card sales. Please call our Client Services team for advice and instructions on how to make these changes to your account. Alternatively, you can email your details to merchant.requests@fisglobal.com.


Changing your receipt details?

Please contact our Client Services team at merchant.requests@fisglobal.com. Please include your merchant number.
There may be a small charge.


Changing your trading name and/or address?

For any changes to your business name or address, please call our Client Services team for advice and instructions on how to make these changes to your account. Alternatively, you can email your details to merchant.requests@fisglobal.com.


Changing your contact details?

Please contact our Client Services team at merchant.requests@fisglobal.com. Please include your merchant number.


When will I receive my funds?

Providing the end of day procedure is completed daily, you will be paid the full amount 3 working days (or more) after the transactions were processed. Note: If you bank with Santander you will be paid a day earlier!


How do I know how much I will be paid?

A summary of the sales and refunds that have been processed through your card machine will display either on screen (Verifone machine) or on a printed Totals Receipt (Ingenico machine).

This summary should be checked against your merchant copy transactions receipts (both Sale and Refund) to ensure you are paid in full.



When will I receive my statement?

We will produce your invoice statement on or around the 1st of each month and you should receive it in the post shortly after. We will take payment by Direct Debit on or around the 16th of each month.


Why am I being charged for PCI DSS?

Any merchant that accepts payment by credit and debit card must be PCI compliant. For more information about PCI DSS and how you can become compliant please visit Getting PCI Compliant (hyperlink).


What is an authorisation fee?

This is a pence per transaction fee charged for every card transaction processed on your card terminal. You will be charged this fee regardless of the transaction being approved or declined.


What is MMSC?

This is the Minimum Merchant Service Charge. It is a charge paid by a merchant based on the card transactions they have processed.



Process a refund?

Download your Ingenico or VeriFone 'How to..' guides here

Ingenico - How to process a refund

Verifone - How to process a refund


Process a sale?

Download your Ingenico or VeriFone 'How to..' guides here

Ingenico - How to process a Chip & PIN sale

Ingenico - How to process a CNP sale

Verifone - How to process a Contactless sale

Verifone - How to process a Chip & PIN sale

Verifone - How to process a CNP sale

“I’d been with my previous provider for 18 years, so was very nervous about switching. But I needn’t have worried. The process was so simple and even though I’m no techy, I was able to set up the machine on my own. I’m over the moon with the results.” (November 2015)

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