FAQs and solutions

Related to Worldline and our products

General questions

  • Can I also just rent or buy a terminal from you?

    Yes, essentially, this is possible. However, you benefit from ordering a terminal and signing an acceptance contract at the same time. If you do, you have a partner by your side that can advise you on all questions related to cashless payments. We are also able to offer you good terms for bundle solutions.

    Can I decide if I want to accept additional credit cards later on?

    Yes, of course you can, at any time. Simply contact us using the contact form.

    Can I activate additional services and features later on?

    No problem. You can add further services at any time, provided your terminal supports the feature that you would like to add. Simply contact us using the contact form.

    How do I notify you of changes, such as different bank details, change of ownership or a change of address?

    You must advise us of such changes by written letteras they are contract relevant changes. Please complete the "Change of bank details" or the "One-off order" form, sign and return it to the following email address: customer-service@de.paysquare.eu

    Where should I send the terminal at the end of the contract term?

    At the end of the contract term, return the terminal to the following address: BD-POS GmbH Hörselbergblick 1 99820 Hörselberg-Hainich Germany Please note we will not accept deliveries without the correct level of postage paid.

    How do I order terminal accessories?

    Please select the respective terminal in the document "Terminal accessory order form", choose the required item(s) and the quantity required, sign the form and send it to the following email address:bestellung@de.paysquare.eu.
    Evt. Eine englische Email Adresse: equipment-order@de.paysquare.eu

    Access to payment systems - what is the content of this directive?

    Art. 8 § 5 and 6 of the EU directive on access to payment systems states that the payment instrument (i.e. the terminal or card) must not be equipped with automated mechanisms, software or other devices that limit the purchaser's or payee's choice of payment brand or payment system when a payment instrument that offers several acceptance brands (co-branded cards, e.g. girocard and Maestro or V PAY) is used. Merchants are permitted to set an automatic pre-set preferred option, provided the payees do not prevent the payer from overriding this automatic pre-selection set by the payee in the categories of cards or respective payment instruments accepted by them. Routing regulations or measures that have the same effect on how card-based payment instruments that involve two or more differing payment brands are handled must not discriminate any of these brands, and it must be possible to use them in a non-discriminating way. After major and renowned stakeholder groups such as Germany's association of terminal manufacturers “Verband der Terminalhersteller in Deutschland e.V.”, Handelsverband HDE trade association and other associations and renowned retail chains favoured the BECN (backward explicit congestion notification) solution due to its customer friendliness and practical feasibility, it was recognised as IF-compliant by the European Cards Stakeholders Group (ECSG) on the European level, which then prompted Germany's Federal Ministry of Finance (BMF) to also approve its implementation in Germany. During the transition period, merchants have been advised to inform their customers directly at the POS with a respective text until their card terminals have been updated accordingly. See also the respective detailed explanation published by the HDE trade association (in German) . More information (in German) can be found here: „Informationen für Händler zur Anwendungsauswahl am POS“. Gut zu wissen Ablauf einer Zahlung bei Wahl des Zahlverfahrens

Accepting credit cards

  • What is an authorisation charge?

    All debit card payment transactions must be authorised by the cardholder's bank. Within the scope of the authorisation process, the bank checks that the card is valid and that the proposed transaction does not exceed the card limit, for example. The fees charged for this are called authorisation fees. The authorisation fees for electronic cash / debit card transactions via Worldline are set by the banks and paid directly to them.

    Where can I find information about the Visa and MasterCard interchange rules and rates?

    You can find information about the Visa interchange rules and rates at: http://www.visaeurope.com/about-us/interchange/fees-and-interchange and the same for MasterCard at: http://www.mastercard.com/us/company/en/whatwedo/interchange/Intra-EEA.html

    How does UnionPay card acceptance work?

    Please open the guidelines (Open PDF "Guidelines UnionPay Acceptance") to learn more about how to accept UnionPay cards.

Terminal

  • How do I know that a transaction has been successfully processed?

    If the transaction was successful, a short text such as "Payment processed" or "Authorisation successful" will be shown on the receipt. Alternatively, the feature "Sales summary" or "Sales report" gives you a printout that shows all transactions since the last POS reconciliation. Please refer to the user manual for your terminal for information on how to access this feature. All user manuals are available in our Download Center

    What does it mean when the message "Payment/Authorisation not possible" is shown after a payment?

    "Payment/Authorisation not possible"?(H4) Please check whether you have agreed the selected payment method with us. If not, we will be happy to activate it for you. Simply contact us using the contact form. (Link to contact form)

    Can I print out a second copy of a receipt?

    You can print out a second copy of a receipt via the respective feature on your terminal. The precise procedure depends on the terminal type and is described in the user manual for your terminal; you will find this in our Download Center However, you can only print out a second copy of a receipt directly after the actual transaction. You can only print out a second copy of the most recently printed receipt.

    What is a transaction and what are the charges for transactions?

    We refer to all card payments and the respective technical and administrative processes (communication from the terminal to the data processing service centre) as transactions. Completed card payment processes and technical processes that require a connection to the network provider for data exchange purposes are all transactions that attract charges. Purchases, cancellations, refunds etc., including payments that were refused are card payment transactions. POS reconciliations, network diagnoses etc. are administrative transactions. When you accept customer cards, each data transmission counts as a transaction. You will be charged for these on a monthly basis according to the terms/charges agreed in your contract.

    Why are debit card sales not credited to my account?

    The terminal POS reconciliation submits the data stored in the terminal to the data processing service centre. The payments are then submitted to the banks from there. Without a POS reconciliation, the sales will not be credited to your account. For security reasons, a POS reconciliation should be carried out on a daily basis. Credit card payments are credited to your account at a later point in time at set intervals and are not directly linked to carrying out a POS reconciliation - with the exception of contactless payments. If you reconcile your POS manually, we recommend doing so at least once a week (preferably daily), as the payment guarantee for debit card payments (payments with PIN) only covers you for seven days. Another reason might be a missing data medium exchange agreement. You have to sign such an agreement with your bank before the sales can be credited to your account.

    Why do I have to carry out a POS reconciliation?

    You have to carry out a POS reconciliation to receive the money for your debit card sales. Credit card payments are credited to your account at a later point in time at set intervals and are not directly linked to carrying out a POS reconciliation - with the exception of contactless payments.

    What are authorisation and pre-authorisation / deferrals?

    When you process a card transaction, one of these authorisation types will apply. This is important, for example in order to verify whether the cardholder's credit limit is sufficient and whether the payment card is valid. Please refer to our "Manual for accepting credit cards in the hospitality industry" to learn more about the correct way to accept credit cards (link to Download Centre_Manuals). An incorrectly processed (pre-) authorisation may sometimes lead to a guest having a lower amount of available funds on their credit card than they should have, which cannot be rectified. For you, this means you will be charged an additional charge by the international card companies. It is therefore a good idea to read this manual carefully.

Troubleshooting

  • Why is it not possible for me to accept credit card payments?

    To be able to accept credit card payments, you must first sign a Merchant Service Agreement (with a credit card issuer). The respective contract numbers (VP number) must be stored in the master data in our system. Your terminal has to dial up an online connection to be able to obtain a credit card authorisation. If you have not signed a Merchant Service Agreement yet, simply contact us using the contact form. If you have already signed such an agreement with a credit card provider, please let us know the respective contract numbers (VP numbers). Please send an email tocustomer-service@de.paysquare.eu, stating your (6-digit) terminal ID and VP number.

    The POS reconciliation is not working. What can I do?

    The POS reconciliation has failed if the terminal prints out a receipt that says "System error". In that case, the first thing you should do is unplug the terminal. Plug it in again and try to start another POS reconciliation. If your terminal still fails to perform a POS reconciliation, please check whether there is a problem with your telephone line or your internet connection. If this is the case, please contact your telephone or internet provider. If there is no problem with the telephone line and the internet connection, please contact our hotline on +49 (0)800 - 723 454 2 – we will be happy to assist you further.

    My terminal has stopped working. What can I do?

    Bitte trennen Sie das Terminal vom Strom und lassen Sie es einige Minuten lang stromlos. Stecken Sie anschließend den Stromstecker wieder ein und starten Sie das Terminal neu. Bei kabellosen Geräten ist entsprechend der Akku zu trennen. Falls Ihr Terminal immer noch nicht funktionieren sollte, prüfen Sie bitte, ob Ihre Telefon- und Ihre Internetverbindung fehlerfrei arbeiten. Falls nein, kontaktieren Sie hierzu bitte Ihren Telefon- bzw. Internetanbieter. Funktionieren sowohl die Telefon- als auch die Internetverbindung einwandfrei, melden Sie sich bitte bei unserer Hotline unter der Nummer 0800 - 723 454 2– wir helfen Ihnen gerne weiter.

    The display of the terminal remains blank. How can I fix this?

    Please ensure the terminal is plugged in and the cable is not damaged. Check whether the network cable is correctly plugged in on both sides. The external mains adapter should feel only lukewarm to the touch; overheating may cause the mains adapter to malfunction. If necessary, check the electrical socket works by plugging in another electric device. Respectively, if your terminal is a wireless terminal, check the cable connection.

    My terminal printer is not working. What can I do?

    First of all, please try to print out a second copy of the receipt. Important: You can only print out a receipt copy before a POS reconciliation! If you cannot print out a second copy of the receipt, please take the receipt roll out and reinsert it. After that, please disconnect the terminal from the power supply for a few minutes, or take out the battery. Then plug the terminal in again and restart it. After that, print out a second copy as described above.

    My terminal had to be replaced. What do I do with the old terminal?

    Important: Please make sure that you perform a POS reconciliation before your terminal is replaced. This ensures that all sales will be included in the next payment run. We supply a new terminal on a direct exchange basis only. This means that the person charged with the delivery of the new terminal also collects the old one.

    Why does my terminal battery have to be recharged so often?

    Please refer to the manual for your terminal for battery maintenance information. To ensure that the battery works as it should for as long as possible, follow the tips below:

    • Charge your POS terminal battery for at least 24 hours before you use it for the first time.
    • Do not leave the terminal permanently connected to the charger.
    • Do not recharge the battery until it is almost empty. This prevents the so-called "memory effect".
    • From time to time, use the battery until it is completely empty to allow it to regenerate itself afterwards through a longer charging period.

    I seem to be missing a credit / transaction. What can I do?

    Please fax us the respective payment receipt (+49 (0) 69 80 10 95 - 120) or mail it to us (customer-service@de.paysquare.eu). As soon as we have received the receipt, we will immediately look into the matter and let you know the results of our research as soon as possible. We can also deal with your enquiry in real-time, just call our hotline (+49 (0) 69 – 80 10 95 - 430).

You have a question that was not answered here?

For questions please contact us using the contact form or call us the contact form or call us.We will be happy to answer your questions and to advise you on the best-possible solution..