Applying to void transactions
I want to cancel a mobile top-up
voucher
If the voucher has printed and has been sighted by your customer, there is a risk that they have noted the PIN number. You may apply to void the transaction using our automated phone service,
but if the supplier advises the voucher has been used, you will be charged for it and an additional restocking fee will apply.
Customer has returned a mobile top up
voucher saying the PIN is invalid
Please refer your customer directly to the top up voucher supplier. Do not refund; there is a high likelihood that the voucher has been used. You may apply to void the transaction using our automated phone service,
but if the supplier advises the voucher has been used, you will be charged for it and an additional restocking fee will apply.
How quickly do I need to apply to void transactions?
You must apply to void mobile top-up transactions within 4 hours of making the sale. You must return phone cards to Ezi-Pay with the void application form within 7 days of making a sale. Gift cards cannot be voided. > Download the void application form
What kind of transactions can I void using the automated phone service?
Compass phone cards and mobile phone top-ups can be voided using the phone service. Other phone cards must be returned to Ezi-Pay for manual credit. Gift cards cannot be voided. > Download the product return form
Can I re-use a card which has been the
subject of a voided transaction?
Yes, unless the card has been deactivated. Please confirm this
with Ezi-Pay Customer Care.
A customer has returned a phone card
saying there is no money on it
Check that the card the customer has handed you is the same one
you sold them.
Cards are usually activated within 2 minutes of the sale but
occasionally network issues can mean a delay. If the card still
doesn’t show value after 10 minutes, either contact Ezi-Pay
Customer Care on 0800 960 000 or refund the customer.
My printer
has jammed and a voucher hasn’t printed
Check your paper before attempting to print more vouchers. Void the transaction using our automated phone service.
Ordering stock
How do I order phone and gift cards?
Use the order form here or our automated phone service. There is no charge
for ordering or delivery.
How can I order point of sale?
Use the order form here.
Technical support
Can I change my terminal password?
Yes, call Ezi-Pay Customer Care on 0800 960 000 with the new PIN. You will
need to log on to download the new PIN data.
My terminal says “PINpad fail”
and keeps running through tests
Hypercom Standalone Terminal:
Press “Enter”. Terminal will boot up and run normally.
Hypercom Ezi-Pay & EFTPOS terminal:
Turn terminal power off at the wall. Wait a few seconds and
power up again. If PINpad is faulty it will fail startup check
or when an EFTPOS card is swiped. If so, please call your
terminal provider for support.
My terminal is giving a transmission
error and I cannot log on
Your terminal is not receiving a reply from the Ezi-Pay or
Paymark host server. This is not likely to be a terminal fault
but may indicate a problem with phone lines between your location
and Ezi-Pay/Paymark.
- Check phone line is plugged in.
- Is any other device (eg phone, fax, dial up Internet)
using the same line?
Has anything changed? eg: new PINpad, new PABX or phone,
etc. If so, this is likely to have affected your connection.
If in doubt contact the technician who installed the new
device.
- Is there dial tone? If necessary, plug a telephone into
the socket and check for dial tone. If there is no dial
tone, the terminal will say “waiting for line”
and will not transact.
- Does your terminal read error 10? If so, the terminal
is blocked. Contact Ezi-Pay Customer Care.
- Attempt a logon.
Result:
- “Logon accepted”. Problem solved.
- “Declined. MAC error” – something has
changed in your set-up. Call Ezi-Pay Customer Care.
- “Transmission error” again – possible
local area telephone line problem. Call Ezi-Pay Customer
Care
Settlement
I cannot reconcile my settlement totals
Cutting over your terminal more or less than once every 24
hours will result in inaccurate totals. Please call Ezi-Pay
Customer Care on 0800 960 000 and ask for a traffic report.
How often should I settle my terminal?
A settle cutover should only be done once every 24 hours.
A settle enquiry can be run at any time.
Account queries
Which value is used to calculate the
terminal rebate?
Terminal rebates are calculated against sales of Ezi-Pay phone cards
and top-ups, not including rental fees, service charges and
GST. Sales are calculated on wholesale value, not face value.
I think I have been charged for more
cards than I have sold
Please recheck your settlement; it is likely that you have
sold cards after settling your terminal or that the settlement
process has not completed correctly.
How will I know that a credit has been
applied for a cancelled or void transaction?
Voided transactions are never charged. Transactions manually
cancelled by Customer Care appear as a credit on your invoice
about two weeks after the credit is processed.
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