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
- Call 0800 EFTPOS (0800 338 767)
- Apply online
This includes:
- New EFTPOS terminals
- Additional terminals
- Replacing a terminal as part of a new setup
Live chat is only available for technical support enquiries.
I want a short-term or temporary terminal
Self-service
You can hire an EFTPOS terminal for one day up to one month. Apply online.
My terminal has a fault or error message
Self-service
Check the Help Centre first. Many common issues can be fixed quickly without calling us.
- Screen, printer, or charging issues
- Paper not feeding or printer jams
- Connection or system errors (for example: comms error, time out, no response from host)
If the issue is not resolved after working through 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 and completion
- Multi-merchant
- Surcharging
Follow the guides on our Help Centre to update:
Your bank
Contact your bank to arrange:
- Contactless payment acceptance
- Credit card acceptance
- A card-not-present facility to take payment over the phone (MOTO)
My terminal is in Offline Mode
Offline Mode lets you keep taking payments if your terminal cannot connect to the payment network. Once the connection is restored, transactions are uploaded automatically.
What to check first
Self-service
- Check whether other devices at your site are connected to the internet, for example your phone or computer
- Check whether there has been a brief outage or drop in connection
- Restart the terminal
If other devices are working but your terminal is not
Check the network status
- Check the Eftpos NZ Help Centre for known issues
- Check the Paymark network status page
If you still cannot connect after checking these, contact Eftpos NZ.
Payments have settled incorrectly or money is missing
Contact your bank if:
- Funds have not appeared in your account
- Settlement timing looks wrong
- You have questions about merchant service fees or statements
- There is a chargeback or customer dispute
- You need to change your settlement bank account
I want to take payments online
Contact Eftpos NZ
- Get started with online payments
- For support with an existing ecommerce facility, call 0800 EFTPOS (0800 338 767) and select option 2, or email nzecommerce.support@verifone.com
I am 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.
Contact the third-party provider if:
- Transactions for that card or app are declined
- Settlement or reporting looks wrong
- You have questions about fees or statements
- A refund has not been received
- There is a dispute or chargeback related to that card or app
- The card or app option does not appear on the terminal
- You want to enable or remove a third-party payment option
Third party providers include:
- American Express
- Diners Club
- JCB
- Alipay+ and WeChat Pay