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FAQs

Billing

I want to contact Accounts

What is the 123Send billing schedule?

Minimum Monthly Service Charge

What are non-qualifying Charges?

What are PCI Fees and Charges?

What fees and charges am I incurring?

I would like a copy of my invoice. How do I request this?

I have received an invoice – what is this for?

How do I access my invoices?

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Control Centre

How do I reset my password?

I didn’t receive the login emails, what do I need to do?

How do I access the Control Centre?

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New Customers

Can I accept Apple Pay, Google Pay and Samsung Pay?

How are the monthly fees paid?

Can I take payments over the phone?

When will I receive settlement?

Is there a fixed length of contract?

Do I have to complete lots of paperwork?

How long will it take to process my order?

What do I need to start taking card payments?

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Opening Hours

Technical Support – Monday to Saturday 08:00am to 11:00pm, Sundays and Bank Holidays 10:00am to 5:00pm (Closed on Christmas day).

Customer Service, Sales and Accounts Departments – Monday to Friday 09:00am to 5:30pm

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Short Term Hire

What is supplied as standard with a terminal?

I’m having issues with my terminal

My order hasn’t arrived?

When will my order be delivered?

Are deposits taken prior to the despatch of the terminal?

How do I return my terminal(s)?

What is the shortest length of time I can hire a terminal for?

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Terminals

Can I use my terminal with multiple Merchant IDs?

Where can I check mobile coverage for my GPRS terminal?

Can I use my terminal anywhere in the EU?

Can I change the network my terminal is connected to?

Can I use my terminal with any merchant services provider / acquirer?

What currencies are accepted?

How do I add cashback as an option?

How do I add tips or gratuities?

Which payment types do the terminals process?

Which card types are accepted?

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Who To Contact

For Accounts

For Customer Services

For Technical Support

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Your Account

I have a billing question

How do I return my terminal?

I would like to make a complaint

I am thinking of cancelling my agreement

I would like to upgrade my terminal

Where can I find my MID?

I would like to change my bank details

I would like to add or remove an authorised contact to my account

I want to change my businesses’ address or update my contact details

I want to change the legal entity or my business, merchant number (MID) or trading name.

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Can’t Find the Answer You’re After? Get in Touch With Our Support Team!

0800 54 23 123

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