Support over the Holidays

You trade year-round, so our support team are ‘always on’ too – supporting your payment solution when you need it most.

 

Technical support

Our technical support helpdesk is available 24/7, every day of the year including public holidays (even Christmas day!). We also have a network of field reps stationed all over New Zealand. Our field reps offer installation and training services, and can also help troubleshoot tricky technical support queries. You can see who your local rep is here.

If you need technical assistance over the holidays, call our helpdesk on 0800 EFTPOS (option 2), and either a member of our technical support helpdesk team or a field rep will be able to service your request.

Please note that site visits from field reps after hours and on public holidays do incur a call-out fee of $80 + GST and are subject to field rep availability.

If your support query isn’t urgent, you can also submit a support form here. But note that these are only cleared Monday – Friday, excluding public holidays.

 

Swap-outs

EFTPOS is a crucial element of your operation, so we understand your frustration when things go wrong. Fortunately, our technical helpdesk team troubleshoot over 80% of technical issues in one phone call. There are still some cases where an EFTPOS terminal swap-out is required to properly diagnose or fix an issue.

We can have a swap-out terminal to you in around two business days, or overnight in most cases. Rural addresses usually take three business days. Rescue locations are local business who are not directly affiliated with Eftpos NZ but out of goodwill hold additional terminal stock for us which we can arrange merchants to go and collect in emergency situations to reduce business downtime. You can learn more about rescue locations here.

 

Customer services

Our Customer Services team are available to assist with billing and account queries, short term (one day – one month) terminal hire, and transaction list queries Monday – Friday, 8 am – 5 pm excluding public holidays.

The team can also assist with customising your payment solution over the phone. Add, adjust or remove add-ons to your solution like credit card surcharging and credit card pre-authorisation.

You can call them on 0800 EFTPOS (option 4), or submit a support form here.

 

Sales

If you need an additional terminal over the holiday season to help get through the queues, our team of EFTPOS experts will be available Monday – Friday, 8 am – 5 pm excluding public holidays.