Using Your Terminal
How do I use my credit card terminal?
We have knowledgeable representatives that are available during regular business hours that will call you and walk you through a complete how-to training session after you have received your terminal. If you have not received a call to schedule this appointment you may contact our Customer Care Team to schedule a date and time that best fits your schedule. Contact our Customer Care team at 888-848- 6825 ext. 9409 or email us at support@merchantserviceshq.com
I received a “declined” message on my terminal when running my customer’s card, how do I fix this?
“Declined” is a valid response from the card holder’s issuing bank. You will need to request a different form of payment.
How do I change the language on my terminal?
Press F4 until the desired language is selected (English/Spanish).
My terminal is no longer working. What troubleshooting steps should I take?
Try power-cycling the terminal by unplugging the power cord and leaving it unplugged for 30 seconds. If the power cycle fails, contact Customer Support at 855-379- 9011 ext. 9404.
I received a message on my terminal that said “Call Center,” what does that mean?
The card issuing bank is requesting that the card be authorized over the phone. Please call 800-944-1111 to obtain a voice authorization before running the sale.
My receipts are printing blank, what does this mean?
It is possible that the paper is loaded upside down or that the paper in the terminal is not thermal paper.
What do I do if I am unable to settle the transactions in the terminal?
Contact our Technical Support department at 888-848- 6825 ext. 9404.
What do I do if a transaction will not go through and I have swiped the card multiple times?
Contact our Customer Care Team immediately so that we can ensure that your customer will not be charged more than once. Call 888-848- 6825 ext. 9404.
How do I accept American Express transactions?
All merchants are set up to accept American Express. If you are experiencing issues processing an American Express card, please call our Customer Care team at 888-848- 6825 ext. 9400.
How do I get set up with Gift Cards on Demand?
Please contact us to send you an application and answer any questions you might have. Contact our Customer Care team at 888-848- 6825 ext. 9428 or email us at support@merchantserviceshq.com
How do I get set up to process checks?
Please contact us to send you an application and answer any questions you might have. Contact our Customer Care team at 888-848- 6825 ext. 9428 or email us at support@merchantserviceshq.com
I just sold my business to a new owner. Can the new owner use my account to process credit card transactions?
Our Support team would be happy to transfer the account to the new owner’s name. If you sell your business, please contact Customer Care to begin the process. This will require the new owner to fill out an application to establish an account under his/her name. Contact our Customer Care team at 888-848- 6825 ext. 9400 or email us at support@merchantserviceshq.com
