FAQ

Please contact our Support Team. You can find the telephone number in your documents.

There is a fault. Your terminal needs to be repaired. Please contact our Support Team. You can find the telephone number in your documents.

Disconnect the terminal from the power for at least 1 minute.

If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

• Disconnect the terminal from the power for at least 1 minute.
• Clean the reader with the cleaning card.

If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

• Disconnect the terminal from the power for at least 1 minute.
• Clean the reader with the cleaning card.

If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

Carry out an “Extended diagnosis” and an “EMV diagnosis”. You can find details of how to proceed in your operating manual.

If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

If the message “Payment not possible” appears on your terminal, please contact our support team. You can find the telephone number on your terminal.

Please contact our Support Team. You can find the telephone number in your documents.

Check your Internet access  
Unplug your router from the power for a few moments, then plug it back in again and try to re-establish an Internet connection. If this does not work, please contact your provider.

Check the signal strength
Check on your terminal display (antenna symbol) whether the signal strength is strong enough.  If the signal strength is too weak, move closer to the access point.

Restart terminal 
Restart/reboot your device. The terminal will be operational again in 1-2 minutes.

Restart 
Interrupt the power supply to the router and to the terminal for at least 1 minute.

If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

Check the signal strength
If the signal strength is too weak or the display reads "No GPRS Signal found", change your location, for example by moving closer to a window or out into the open.

Restart
Restart/reboot your device. The terminal will be operational again in 1-2 minutes.

Check your SIM card
Check the SIM card by removing and then re-inserting it.

If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

• Check the cables and unplug them at both ends.
• Check the telephone number: For example, do you need to dial 0 to place a call?
• Check whether the Terminal is plugged into the S socket.
• Interrupt the NT power supply (ISDN adapter) for approximately 1 minute (no lights should be lit up).
• Check your telephone connection

If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

Control router configuration
Check whether your router is configured as a DHCP server. You may need to assign permanent IP addresses in your network.

Check cables
Check whether the light for the port you are connected to is lit up on the router/HUB/switch. Unplug the ethernet cable at both ends, then plug it back in again. Alternatively, use another port on the router.

Interrupt the power supply to the router (for at least 1 minute) and to the terminal.

Restart/reboot
Restart/reboot your device. Press and hold down the yellow "Corr" button on your mobile terminal for 5 seconds. The terminal will be operational again in 1-2 minutes.

If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

If your master data (e.g. billing address, document header, etc.) changes, you are welcome to send it to us via our contact form.

If your bank details for credits change or you would like to give us a new SEPA direct debit mandate, please use the corresponding form in our download area.

Changes in relation to the bearer bill, ownership, legal forms and more make it necessary to alter a contract. Please inform us about the relevant change via our contact form. We will then get in touch with you.

Simply send us the order form from our download area.

A clearing is required so that your sales from card payments can be credited.
Only then will the sales you have made be transferred to our computing centre and processed. We recommend that you carry out clearing on a daily basis (and no less than once a week), as there is an eight-day submission deadline for payment-guaranteed girocard transactions (payments with PIN).

For most terminal types, an automatic clearing can also be set directly on the device via the menu. The procedure is described in the “Clearing” section of your terminal’s operating instructions. If you need help, please call our support team. You can find the phone number on your terminal.

If the clearing receipt cannot be printed, you can create a copy of the receipt via the menu selection on your terminal.
IMPORTANT: Please ensure that you do not restart the clearing - a copy of the receipt can only be obtained from the last successful clearing. If you need assistance, please call our support team. You can find the phone number on your terminal.

For girocard payments with PIN, the credit is usually made one to two banking days after a clearing has been completed. SEPA ELV payments with a signature are usually credited four to five banking days after a clearing has been completed. If you have combined girocard transactions (with PIN) and SEPA ELV transactions with a signature in a clearing, a total for both girocard and SEPA ELV transactions is calculated.

For credit, Maestro and V PAY payments, this depends on the agreements in your acquiring contract.

For commissioning the terminal or for queries questions, you can call our specialists on the technical service line - they are available to assist you 24/7.

If you have any general questions about our services (e.g. the service contract, billing, credits, etc.), our service staff will be happy to assist you - they can be contacted Monday to Friday from 8 am to 5 pm.

You can find the phone numbers on your terminal.

Our qualified technical service line is available to you 24 hours a day, seven days a week. If in the event of a terminal malfunction where our service line staff member is unable to rectify the problem, we will provide you with a functioning terminal via courier service at short notice as part of the depot maintenance. This will allow you to accept card payments again as quickly as possible.

You can also choose our on-site service if you wish. If the qualified service line cannot restore your defective terminal to the level of functionality that is required by phone, a service technician will be sent to replace the terminal on-site and restore the terminal to its regular operating condition.

Express delivery of the terminal is also an option. Please give us a call and we will prepare an offer for you.

You can find the phone number on your terminal.

If, in addition to girocard, you wish to accept credit cards (e.g. VISA, Mastercard) and/or foreign debit cards (V PAY, Maestro), we will be happy to advise you and make you an offer. Simply contact us via our contact form.

We will be happy to provide you with an automatic sales list (fee required). It can be sent to you in detail (with all individual transactions) every day or month by email or fax.

If you are unsure about anything or have any questions, please feel free to give us a call. Please have your terminal ID ready so that we can help you as quickly as possible.

You can find the phone number and your terminal ID on your terminal.

If you are missing credit notes for positively authorised merchant receipts, please email us the relevant receipt as a photo or scan. It will then be checked by us and manually posted as a SEPA-ELV transaction.

As a merchant, you are obliged to keep girocard merchant receipts for at least 15 months. The requirements of the German Banking Industry Committee (GBIC) can be found in our download area; go there to learn more about “Merchant Conditions - Conditions for Participating in the Electronic Cash System of the German Banking Industry”.

If you want to check the payment on your credit notice, it is easy to do at any time. Please bear in mind that transactions are credited within two working days following daily closing. If you have a credit notice missing, simply re-order it from us.

If you are unsure about anything or have any questions, please give us a call. You can find the telephone number on your terminal. Please have the following information to hand so that we can help you as quickly as possible:

• Credit notice
• Bank statement
• Contract number

You can find payment details on your credit notice. If you wish to record a payment retrospectively, please send us a request using our contact form.

If your address, bank account details or document header have changed, you can let us know using the contact form.

If the proprietor, owner or legal structure changes, the contract must also be changed. Use the contact form to inform us of the desired change.