Phoenix Terminals offer a full support and maintenance service. Whilst all our terminals are fully checked and tested prior to despatch, in the unlikely event that you encounter any problems our expert support staff will be on hand to take your call.
Helpdesk: 01483 480 008 (select option 2)
| Monday – Friday: | 09.00 – 19.30 |
| Saturday: | 09.00 – 18.00 |
| Bank Holidays: | 10.00 – 16.00 |
Comprehensive installation, training and operating guide is supplied with each terminal. You may also find the answer to your query in our Frequently Asked Questions section, below:
FAQs
Do I have to lease the terminal or can I buy it directly from Phoenix?
We are happy to offer both purchase and rental options (dependent upon status). If you are interested in buying a terminal, please use our contact form above, or call us on 01483 480 008 (option 1).I need a chip and pin terminal for an event I’m attending, but it’s only a few days – can I rent one?
YES – Phoenix Terminals Ltd offer a short-term hire service. Remember that you will need a merchant account before you can process credit and debit card payments. For more information on our short-term rental scheme, call us on 01483 480 008 (option 1).I am planning to exhibit at an event. How can I find out which mobile provider offers the best coverage?
There are a number of ways that you can check this. Firstly, you can enter the post code of the venue you are attending on the Orange, O2 and Vodafone websites and see which offers the best coverage in that area. Alternatively, you can visit the Ofcom Sitefinder website and see which providers have masts in the area.Can I choose which network my mobile terminal will be connected to?
There is a choice of network for our mobile terminals. Choose from Vodafone, Orange or 02 depending on coverage in your proposed area of use. If you have a preference, let us know when you place your order.What if my chosen network has poor coverage in my area?
Phoenix Terminals Ltd offer a choice of Vodafone, Orange or 02 networks. For peace of mind and complete satisfaction, we offer a free swap service during the first month of your contract with us – so if you feel the coverage of your chosen provider isn’t up to your requirements, simply let us know.I already have a mobile phone, so am I able to just use my own SIM card in my mobile terminal?
NO – this will not work. Your terminal will be provided with a GSM / GPRS SIM card as part of your contract, which you must use to process secure transactions.Do I need a separate landline for my chip and pin terminal?
NO - although we can offer you fixed line and Bluetooth terminals. However, no telephone line is required for our mobile terminals; they communicate using the GSM / GPRS mobile network.Do I need to plug in my credit card terminal to mains power?
NO - mains power is not required to use the mobile terminals, they are battery operated and are supplied with a charger base.How many transactions can I process before I have to recharge the terminal?
Once your terminal is fully charged, you should be able to process up to 200 transactions with continuous use.Do I get customer and merchant receipts for each transaction?
YES - the terminal will print customer and merchant receipts.How many transactions should I expect from each thermal paper roll?
Each 22m paper roll will cover between 60-80 transactions. Phoenix terminals also supply replacement paper rolls - call us on 01483 480 008 (option 3) for more information.Can the terminals process cash back payments?
YES – this is not a problem. Please notify us when you place your order so that we can add this functionality to your terminal.Can the terminals take tip payments?
YES – a gratuity facility can be added to your terminal. Please notify us when you place your order so we can add this functionality to your terminal.Can my terminal process transactions without the customer being present?
YES – CNP (Customer Not Present) functionality is not a problem, as long as the CNP facility is approved by your acquirer.What about end of day reports?
You should carry out a simple banking report on the terminal at the end of every working day. This can be done easily from the options menu on the terminal. This report will confirm the payments you have taken that day with your acquirer, whilst also completing any transactions stored in the terminal.Is there a back-up facility?
YES - you will have been provided with a manual swipe machine by your acquirer. Should the mobile GSM / GPRS terminal be unavailable, you can use the back-up manual swipe machine. Authorisation from your acquirer is required for all manual transactions.What is the difference between fixed-line, Bluetooth and mobile chip and pin terminals?
The differences between the terminal versions are the way in which they communicate to to your acquiring bank. The fixed line terminal (EFT 930-S) is connected to a standard analogue telephone line and uses the telephone line to connect. The Bluetooth terminal (EFT 930-B) also connects to a telephone line but can be used away from its base station (e.g. restaurant garden/outdoor event, etc). The most popular terminal in the range is the fully mobile terminal (EFT 930-G) that uses a specific mobile phone SIM using the latest GSM / GPRS technology which allows the user to take payments in any location (please note that this is reliant on a valid mobile phone signal).Will my mobile terminal need to be installed upon delivery?
NO – We will ensure that your wireless chip and pin machine is delivered complete and with all software and information configured. In addition a comprehensive manual is included and if all else fails you can contact our helpdesk on 01483 480 008. Remember you will need to charge the terminal battery before use or connect it to the mains to start processing transactions.What happens to the money when I’ve processed a credit or debit card transaction?
In order to process credit and debit card transactions, you will need a merchant service account set up with a UK acquirer. This acquirer will pay the money directly into your bank account. Payments normally take three to five days to appear in your account.Do I really need a merchant account with a UK acquirer to use my chip and pin machine?
YES - you will need to have a merchant service account set up with a UK Acquirer to process credit and debit card transactions. All chip and pin machines from Phoenix Terminals are approved by the following acquirers: HSBC, Barclays Merchant Services, Halifax Bank of Scotland, Lloyds Cardnet, NatWest Streamline, American Express, Diners Club, Japanese Central Bank and Giftcard.Can I change my acquirer?
YES – In most cases this should not be a problem, but we recommend that you get in touch with us first, just to see if your terminal is compatible with your new acquirer. We will need to update your terminal with your new merchant ID before you can accept further card payments, which we can do for you via our helpdesk (01483 480 008, option 2).What about the warranty?
All new credit card machines purchased from Phoenix Terminals are covered by a comprehensive 3 year warranty. We also offer a next working day replacement service – meaning that during this time we will replace the terminal if there is any technical fault we cannot fix over the phone. If you are renting the equipment from Phoenix Terminals, your chip and pin machine will be covered against any technical fault for the length of your rental agreement with us.Does the warranty or short-term hire agreement cover loss/theft of the terminal?
We would advise you to include the terminal within your business insurance, as loss/theft is not covered by the warranty or our short-term hire agreement.What happens if my terminal is lost or stolen?
If your terminal is lost or stolen you should contact our helpdesk as soon as possible on 01483 480 008. We can then disconnect it for you.I’ve broken my terminal. What happens now?
We recommend that you call our helpdesk on 01483 480 008 as soon as possible, as we can often sort out such problems over the phone. However, the terminal might need to be replaced if it has been physically damaged.What extras and accessories are available?
In addition to replacement thermal paper rolls, we offer a carry case and in-car charger for our mobile chip and pin terminals. You can see these sundries by visiting the Sundries & Supplies section on the Products & Services page of our website.If you have any questions about any of the Phoenix Terminals products or services, complete our contact form or call us on 01483 480 008
