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Who to contact for EFTPOS support

This guide explains who to contact and when, so you can get support faster

I want a new EFTPOS terminal

👉  Contact Eftpos NZ

This includes:

  • New EFTPOS terminals

  • Additional terminals

  • Replacing a terminal as part of a new setup

Please note that Live Chat is currently only available for Technical support enquiries

I want a short-term or temporary terminal

👉 Self-service

You can hire an EFTPOS terminal for 1 day to 1 month.

The terminal has a fault or error message

👉 Self-service

Check our Help Centre. Many common issues can be fixed quickly without calling us.

If the issue isn’t resolved after trying the troubleshooting steps, contact Eftpos NZ.

I want to turn features on or off

👉 Self-service

Fill in our support form to request the following features:

  • Pre-authorisation & Completion
  • Multi merchant
  • Applying for Surcharging

Follow the guides on our Help Centre to update:

👉Your bank

Contact your bank for:

  • Contactless/paywave payment acceptance 

  • Credit card acceptance

  • Setting up a card-not-present facility to take payment over the phone (MOTO)

My terminal is in Offline Mode

Offline Mode lets you continue taking payments if your terminal can’t connect to the payment network. Once the connection is restored, transactions are uploaded automatically.

What to check first

👉 Self-serve

  • Are other devices at your site connected to the internet? For example, your phone or computer

  • Has there been a brief outage or drop in connection?

  • Restart the terminal if needed

If other devices work but EFTPOS doesn’t

👉 Check network status for widespread issues

If you still can’t get connected after checking these, contact EFTPOS NZ.

Payments have settled incorrectly or money is missing

👉 Contact your bank

Contact your bank if:

  • Funds haven’t appeared in your account

  • Settlement timing looks wrong

  • You have questions about Merchant Service Fees or statements

  • There’s a chargeback or customer dispute

  • You need to change your settlement bank account

I want to take payments online

👉 Contact Eftpos NZ

I’m having an issue with a particular card or app

Some payment methods manage their own approvals, settlement, and support. We call these 'Third-party' cards or apps.

Examples include:

  • American Express

  • Diners Club

  • JCB

  • Alipay

  • Other third-party payment apps, including Buy Now Pay Later services

👉 Contact the third-party provider for all of the following:

  • Transactions for that card or app are declined

  • Settlement or reporting looks wrong

  • Questions about fees or statements

  • A refund hasn’t been received

  • A dispute or chargeback related to that card or app

  • The card or app option doesn’t appear on the terminal

  • You want to enable or remove a third-party payment option