Help with Elavon SoftPOS

To make sure that Elavon SoftPOS meets industry security standards, your Android mobile device must meet the following minimum requirements:

• Have a Near Field Communication (NFC) reader enabled.  If you are unsure, please check your device manufacturer’s specifications
• Have a Hardware-Backed keystore (i.e. a Trusted Encryption Environment (TEE) or a System on a Chip (SoC)) – if you are unsure, please check your device manufacturer’s specifications
• Released on Android 8.1 or later (ie. have been manufactured ~2018+) - if you are unsure, please check your device manufacturer’s specifications
• The Android version installed on your Android device must be supported and have had security updates with the last 6 months
• Must not be ‘rooted’ or flagged as tampered
• Must not have developer options enabled
• Internet connectivity for the Elavon SoftPOS app to operate
• Enabled with device PIN or biometrics on lock screen

If changes to your Android mobile device mean that these requirements are no longer met, then the Elavon SoftPOS app may no longer be able to operate on your device.

We recommend that you regularly install Android operating system and Elavon SoftPOS app updates as they become available.

The exact position of the NFC reader in your mobile device may depend on the model of your mobile device. Generally, the NFC reader is located on the top half of the rear of your mobile device.

• If a payment card is being presented, then the front of (specifically the chip) of your customer’s card should be placed against the top half of the rear of your mobile device 

• If a mobile device is being presented, then the top half of the rear of your customers mobile device should be placed against the top half of the rear of your mobile device

The NFC reader in your mobile device must be enabled in order for Elavon SoftPOS to read cards and process card payments.

For Android mobile devices both NFC and Android Beam should be enabled:

• Go to Settings > More
• Tap on the NFC toggle to activate it
• The Android Beam function should automatically turn on, but if it doesn’t just tap Android Beam and select Yes to turn it on

Yes, the Elavon SoftPOS app requires an internet connection, either Wi-Fi or mobile network connectivity, to operate. This is to meet industry security standards and to process card payments.

If using mobile network connectivity, we recommend 3G at a minimum.

The Elavon SoftPOS app requires NFC, Phone and Location permissions to operate. Your mobile device’s operating system may prompt you for permissions during initial set up of the Elavon SoftPOS app or when these permissions are required. If the relevant permissions are not granted the Elavon SoftPOS app will not be able to operate.

NFC and Phone permissions are required to read cards and process card payments and other functionality within the app. Location permissions are required to meet industry security standards and meet card scheme requirements.

After you have processed a transaction using Elavon SoftPOS you will be able to provide receipts by:

• Email – you will need to type in your customer’s email address when prompted
• SMS – you will need to type in your customer’s mobile phone number when prompted
• QR code – this will display a QR code allowing your customer to scan it on their mobile phone, which will take them to an online receipt
• Printing – this requires an appropriate receipt printer (not supplied) being paired to your mobile device. 

Please note that Elavon cannot support you with the set up and use of any third-party printer or guarantee support for certain printers. Please refer to your printer manufacturer if you have issues with the printer. 

If you have forgotten your Elavon SoftPOS password, a ‘forgotten password’ option is available on the login screen of the Elavon SoftPOS app. Follow the instructions to reset your password.

If you have forgotten your Elavon SoftPOS username (email address) or need to change your email address associated to your Elavon SoftPOS account, please contact the Elavon technical support team at 020 3467 3972.

If you have any issues when logging in, try clearing the cache for the Elavon SoftPOS app through the steps below. 

• Open the Settings
• Go to the Apps menu
• Go to your installed apps
• Find Elavon SoftPOS and select it
• Go to the Storage tab
• Click on Clear Cache / Data

If you continue to have issues with the Elavon SoftPOS app, please contact the Elavon technical support team. For support with your bill or account information, contact customer service at 0345 850 0195.

The Elavon SoftPOS app provides a transaction log allowing you to refund or void successfully processed transactions should you need to. In order to assist you the Refund and Void options will only show for eligible transactions:

• Transactions that were processed today can be voided or refunded
• Transactions that were processed yesterday cannot be voided but can be refunded
• Transactions that have already been refunded fully cannot be refunded