Please find an update on statement, adjustments and terminal information related to Covid-19 crisis here.
Statement
- Is your statement missing? As your business was not trading, Elavon, as your payments partner, supported you and your business through these difficult times by suspending the monthly fees. As a result, you have no fees due and no statement was generated on your account.
Adjustments/Collections
- “Does your statement contains a line item you are unfamiliar with? Does it start with ADJXXXXXXXXXXX? Elavon has credited your account with the amount you paid on an outstanding balance. Elavon has written off the outstanding balance on your account. This is our way of supporting your business during the period you were unable to trade.
- Did you receive a letter regarding an outstanding balance? Should there be no statements on your account for the months you were closed, you can ignore the letter. As your payments partner, we supported you and your business through these difficult times by waiving the outstanding fees on your account.
- In case you’d have further questions, you can reach us via the contact form available on Elavon Connect or via ”
Terminal:
- Getting your terminal ready to accept card payments when you reopen your business. Please follow the steps outlined below - depending on your terminal type.
Ingenico desktop:
- Ensure your terminal power supply is connected to power outlet.
- If you have a desktop terminal please make sure it is connected via cable to either phone line or internet. This cable should be plugged in to a small black box which is connected to a terminal directly. Internet(Ethernet) cable should be connected to input with an ETH sign and PSTN cable should be connected to input with earphone sign.
- To test the connection of your Ingenico terminal press menu key (F or grey dot on keyboard) then select option reports (you need to scroll down to see this option) confirm with green button and choose exchange rate update.
- For more information on your terminal, check out our videos or contact us at: 0345 850 0195, select option 2 for the technical helpdesk
Ingenico portable:
- Please ensure battery is charged for few hours before first use.
- If your terminal is connecting via Wifi to your router, restart your router first, before first connection of your terminal. Make sure it is close to router to establish connection. Wait a few minutes after turning on a terminal as it may take a few minutes for the terminal to connect with your router.
- To test the connection of your Ingenico terminal press menu key (F or grey dot on keyboard) then select option reports (you need to scroll down to see this option) confirm with green button and choose exchange rate update. It will either display massage network error if it fails or give you an option to print exchange rate if it succeeds. You can go back by pressing red button repeatedly. In case of a network error massage make sure you have followed all steps above and restart terminal by pressing yellow button and full stop together.
- For more information on your terminal, check out our videos or contact us at: 0345 850 0195, select option 2 for the technical helpdesk
Poynt P5:
- Please charge your terminal for few hours before first use. You should charge your Poynt P5 on advanced cradle connected to power supply by base which was delivered during installation.
- Terminal will turn on automatically once it is charged. Once it will be on main screen tap the hour twice to refresh connection.
- Make sure your router is powered on if your terminal is connected by Wi-Fi
- To test connection please enter transactions menu. If you can see anything there that means your terminal is connected. In case your terminal show “unable to obtain token for virtual terminal” or a blank screen that means the test failed. Please make sure you follow all steps mentioned before and perform a restart by holding power slider on the right to try again.
- For more information on your terminal, check out our videos or contact us at: 0345 850 0195, select option 2 for the technical helpdesk
Poynt P61:
- Please make sure your terminal is on base. You should see a small LED icon once it will be connected to power above larger terminal screen.
- Terminal will turn on automatically once it is connected to power. Tap the hour twice to refresh connection.
- Make sure your router is powered on if your terminal is connected to internet. If it should be connected by Ethernet cable connect it directly to terminal base.
- To test connection please enter transactions menu by tapping it. If you can see anything there that means your terminal is connected. In case your terminal show “unable to obtain token for virtual terminal” or a blank screen that means the test failed. Please make sure you follow all steps mentioned before and perform a restart by holding power button underneath larger terminal screen.
- For more information on your terminal, check out our videos or contact us at: 0345 850 0195, select option 2 for the technical helpdesk
If you would like to order additional supplies like paper rolls for your device you can do so via email: or by calling 01698 843866.