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FAQ

This section contains a selection of FAQs about our products and services. It is designed to be clear, concise and user-friendly.

Transaction

What should I do if the card has got stuck in my terminal or is blocked?

  • Disconnect the terminal from the power for at least 1 minute. "Terminal-ID" and "OK" will then appear on the display. Click on "OK". You will then be asked to enter your password. You can find the password in your contract documents.

If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

What should I do if the message "card in reader, continue with OK" is displayed?

  • Press "OK" and enter your password. You can find the password in your documents.

If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

How do I receive my settlements / credit notices?

You will typically receive your settlements / credit notices by e-mail.
The frequency depends on your contractual agreement. Settlements/ credit notices can be sent daily, weekly or monthly.

If you wish to make changes, please send us your change request by e-mail to customerservices@worldline.com.

Delivery by post is only available at an extra charge.

At what intervals can I expect payments to be made and how can I change the frequency?

The payment frequency is contractually agreed upon. Payments can be made daily, weekly or monthly.

If you would like to change the frequency, please send us your change request by e-mail to customerservices@worldline.com.

    • Disconnect the terminal from the power for at least 1 minute. "Terminal-ID" and "OK" will then appear on the display. Click on "OK". You will then be asked to enter your password. You can find the password in your contract documents.

    If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

    • Press "OK" and enter your password. You can find the password in your documents.

    If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

    • Disconnect the terminal from the power for at least 1 minute.

    If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

    • Disconnect the terminal from the power for at least 1 minute.
    • Clean the reader with the cleaning card.

    If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

    • Disconnect the terminal from the power for at least 1 minute.
    • Clean the reader with the cleaning card.

    If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

    • Initialize your card profile. You can find information about initialization in your user manual.

    If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

  • This situation needs to be individually checked, please contact us with your Partner ID/VP number (which can be found in the contract) or Terminal ID (which can be found on the terminal) by e-mail at customerservices@worldline.com

  • Please contact us with your Partner ID/VP number (which can be found in the contract) or Terminal ID (which can be found on the terminal) by e-mail at customerservices@worldline.com;  if possible, attach a terminal receipt regarding the mentioned transaction.

  • Please check whether a contract has been signed for this type of card. If yes, contact us with your Partner ID/VP number (which can be found in the contract) or Terminal ID (which can be found on the terminal) by e-mail at customerservices@worldline.com.

General inquiry

Settlements / credit notices

  • You will typically receive your settlements / credit notices by e-mail.
    The frequency depends on your contractual agreement. Settlements/ credit notices can be sent daily, weekly or monthly.

    If you wish to make changes, please send us your change request by e-mail to customerservices@worldline.com.

    Delivery by post is only available at an extra charge.

  • The payment frequency is contractually agreed upon. Payments can be made daily, weekly or monthly.

    If you would like to change the frequency, please send us your change request by e-mail to customerservices@worldline.com.

  • Yes, you can download transaction lists or payment reports for the past nine months at any time from our customer portal (myPortal).

    You can request access to myPortal at any time free of charge. Please send us a scan (or photo) of the completed and signed supplemental agreement “myPortal” by e-mail to customerservices@worldline.com.

  • Please send us as soon as possible the scanned individual receipts with the completed “Manual transaction entry” form bearing a valid signature by e-mail to customerservices@worldline.com. We will review the information provided and notify you in writing of the result.

  • Missing payments are often related to outdated bank details in our system. If bank account changes are not reported, payments can no longer be executed.

    In this case, please send us your new bank account details using the change request form as quickly as possible so that we can update your master data. Please send a scan (or photo) of the form by e-mail to customerservices@worldline.com.

    Important: we can only update your data if the form bears a valid signature and has been completed in full.

  • Fees such as terminal rentals or commissions are deducted directly from acquiring turnover (transaction turnover). The relevant deductions are shown on your credit notice.

    You can download transaction lists or payment reports for the past nine months at any time from our customer portal (myPortal).

    You can request an access to myPortal at any time free of charge. Please send us a scan (or photo) of the completed and signed supplemental agreement “myPortal” by e-mail to customerservices@worldline.com.

    We will also be happy to assist you by phone. Please contact us on 0848 83 20 00.

  • The commissions have been contractually agreed with you and will be charged accordingly. You can see the commission amounts on your credit notice.

    You can download transaction lists or payment reports for the past nine months at any time from our customer portal (myPortal).

    You can request to receive access to myPortal at any time free of charge. Please send us a scan (or photo) of the completed and signed supplemental agreement “myPortal” by e-mail to customerservices@worldline.com.

    We will also be happy to assist you by phone. Please contact us on 0848 83 20 00.

  • You can consult your merchant notices on myPortal or receive them by email. You can access myPortal on https://myportal.worldline-solutions.com/

    If you don't have access to myPortal, please fill in the form and send it signed to customerservices@worldline.com. Please note that each user should have a different email address.

    If you'd like to receive your merchant notices by email, please contact customerservices@worldline.com with this request.

  • The terminals are only visible on the merchant notice if there were transactions made on them in the relevant period. Please check the merchant notice once you've made some transactions and if the terminal is still not visible, please contact customerservices@worldline.com and indicate the terminal number so that our customer service team can investigate.

  • A possible reason for this is the lack of transactions in the selected period.
    If transactions were done please contact us by sending a terminal receipt and Partner ID/VP number (which can be found in the contract) to customerservices@worldline.com

  • To receive such a list we need to activate access to the Recon Hub platform, please send an email to customerservices@worldline.com.

  • There are different types of statements, examples of which are available here. Please choose the most suitable for you and contact us at customerservices@worldline.com.

  • Please note that to receive payment, you need to perform daily closure on a regular basis. Missing payments are often related to outdated bank details in our system. If bank account changes are not reported, payments can no longer be executed.

    In this case, please send us your new bank account details using the change request form as quickly as possible so that we can update your master data. Please send a scan (or photo) of the form by e-mail to customerservices@worldline.com.

    Important: we can only update your data if the form bears a valid signature and has been completed in full.

  • An account may be blocked due to the risk checking process, money return (bank account discrepancy, undeclared change of company owner) or invoicing issues.
    Please contact us with your Partner ID/VP number (which can be found in the contract) or Terminal ID (which can be found on the terminal) by e-mail at customerservices@worldline.com.

  • Please provide us with a completed form.

  • Please check if you have signed a DCC contract, if so please contact us with your Partner ID/VP number (which can be found in the contract) or Terminal ID (which can be found on the terminal) by e-mail at customerservices@worldline.com.

  • FADJ is a financial adjustment, various additional compensations. It can be debit (a charge to the customer e.g. for unpaid invoices) or credit (refunds to the customer).

Invoices

  • Please send us a scan (or photo) of the completed change request form bearing a valid signature by e-mail to customerservices@worldline.com.

  • If you have any questions regarding the content of the invoice, please contact our Customer Services by e-mail at customerservices@worldline.com or by telephone on 0848 83 20 00. Please have the invoice number and the reason ready, or mention it in the e-mail.

  • Please contact us with your Partner ID/VP number (which can be found in the contract) or Terminal ID (which can be found on the terminal) by e-mail at customerservices@worldline.com.

  • Please email your request to customerservices@worldline.com and provide the debitor number for which you want to make changes.

  • Please send an email with your debitor number or Termianl ID (which can be found on the terminal) to customerservices@worldline.com.

Minus balance subsequent settlements

  • A “minus balance” is a negative balance of your acquiring account.

  • A negative balance can have various causes, including customer complaints (chargebacks), refunds or monthly payments of terminal rentals, which are deducted directly from the acquiring turnover (netting). If these debits exceed the current acquiring turnover, your reimbursement account will show a negative balance (“minus balance”).

    This minus balance must first be cleared before you can receive payments again.

  • You can view your reimbursement account balance at any time on your customer portal (myPortal). In addition, you will be notified of a negative balance in writing by e-mail.

  • If you generate sufficient acquiring turnover in the following month, the “minus balance” will be automatically deducted from your turnover.

    Where the negative balance is too big (i.e. netting in the following month is not possible), you will typically receive a separate invoice with a pay-in slip for the outstanding amount.

  • Where the acquiring turnover in the following month is insufficient to cover the outstanding amount, a separate invoice will be typically issued to clear the negative balance. The outstanding amounts are thus settled as quickly as possible, which simplifies traceability considerably from your perspective. Once any outstanding amounts have been settled, you will start receiving ongoing payments in your account again.

    In exceptional cases, a minus balance resulting from chargebacks (customer complaints), refunds or unpaid terminal invoices may remain outstanding for several months until the turnover is sufficient to clear the negative balance. In this case, you will only receive a message through myPortal.

  • This can happen to customers with several reimbursement accounts (in PASS Reimb Accounts). This is the case, for example, where one of the customer’s accounts is inactive, but terminal rentals are still deducted from the relevant account and the acquiring turnover is paid to another reimbursement account. In this case, a transfer of the outstanding terminal rentals to the active account is permitted. This transfer (financial adjustment = Fadj) can result in several terminal rentals being netted against the acquiring turnover at once. Payments will only start being made once the turnover covers the negative balance in full. This can vary greatly depending on the merchant.

    This transfer is also shown on the credit notice in the customer portal.

  • This is possible and even recommended for customers with turnovers affected by seasonal or other sizeable fluctuations. We will be happy to change this for you upon request starting from the following month. In this case, you will receive a hard-copy invoice, including a pay-in slip.

Contractual amendments

  • Please contact us by phone on 0848 83 20 00. We will be happy to provide you with a quote.

  • No, that is not possible. A new contract must be drawn up and signed, and the old contract terminated.

    Please contact us as follows:

    1. Please send your notice of termination by e-mail to customerservices@worldline.com.
    2. Please sign the change request form as the previous merchant, as well as the new owner, and send it to us by e-mail to customerservices@worldline.com.
  • Yes, if your company changes its legal form, you will need a new contract.
    Please send us the completed change request form by e-mail to customerservices@worldline.com.

  • Please send us your request by e-mail to lead.ch@worldline.com.

  • Please send us a scan (or photo) of the completed and signed change request form by e-mail to customerservices@worldline.com.

  • The minimum contract duration is specified in your contract.

    Period of notice for acquiring contracts: 6 months before the contract end date
    Period of notice for terminal rental contracts: 3 months before the contract end date
    Period of notice for service packages for purchased terminals: 3 months before the contract end date

  • Please securely package the terminal and return it to the following address for proper disposal:

    Worldline
    Service & Repair Center
    Ifangstrasse 11
    8952 Schlieren, Switzerland

    Keep your tracking number (track & trace) from the post office or the courier service for any future queries.

  • Please send us as soon as possible a scan (or photo) of the completed application form bearing a valid signature by e-mail to customerservices@worldline.com.

  • Please write an email to customerservices@worldline.com indicating the type of contract you would like to receive (Acquiring  contract/terminal contract/whole contract) and provide the necessary information to identify the exact contract (contract number/terminal number).

  • The commissions have been contractually agreed with you and will be charged accordingly. You can see the commission amounts on your merchant notice.

    You can download transaction lists or payment reports for the past nine months at any time from our customer portal.

    You can request to receive access to myPortal at any time free of charge. Please send us a scan (or photo) of the completed and signed supplemental agreement by e-mail to customerservices@worldline.com.

  • Please send a mail with your Partner ID/VP number (which can be found in the contract) or Terminal ID (which can be found on the terminal) and expected termination date to customerservices@worldline.com.

  • Yes, please send a email to customerservices@worldline.com.

  • Yes, the final invoice will be issued after sending back the terminal; please send an email with Terminal ID (which can be found on the terminal) to customerservices@worldline.com.

  • Termination costs are subject to individual fees in the contract. Please send a mail with your Terminal ID (which can be found on the terminal) to customerservices@worldline.com.

myPortal

  • myPortal is an online customer portal that gives you a structured overview of your transactions and payments over the past nine months and important details about your terminals. All the latest data are clearly displayed on the homepage. With the numerous filter functions, you can also search for individual transactions and view the relevant details. In addition, myPortal supports the financial reconciliation processes between credits, transactions and your accounting.

    Find out more about myPortal (including the demo version).

  • If you do not yet have access to myPortal, we can offer you this service free of charge. Please send us a scan (or photo) of the completed and signed supplemental agreement “myPortal” by e-mail to customerservices@worldline.com.

  • If you already have access to myPortal and would like to grant additional persons access to your customer account, please send us a scan (or photo) of the completed and signed “Access rights" form by e-mail to customerservices@worldline.com.

  • 1. Reset your password directly on the login page of myPortal by clicking on “Have you forgotten your password?”.

    2. Ideally, you should contact us with your user ID either by e-mail at customerservices@worldline.com or by telephone on 0848 83 20 00.

  • Please send us your request by e-mail to customerservices@worldline.com or contact us by telephone on 0848 83 20 00.

  • Please change your password as soon as possible, otherwise your user account will be disabled.

  • No, your user account has been disabled for security reasons.

    Please send us your request by e-mail to customerservices@worldline.com or contact us by telephone on 0848 83 20 00.

  • You can find all information about myPortal on our website: https://support.worldline.com/en-ch/home/merchants/myportal.html

    You will also find a detailled demo showing you all information you can get through myPortal: https://projects.invisionapp.com/share/85S910UBGJA#/screens

  • Select the desired settlement(s) with a tick. As soon as you select at least one, a download button will appear over the list with settlements. Click on the button to download the settlement

  • Please contact us with your user ID by e-mail at customerservices@worldline.com.

  • Please contact us with your user ID by e-mail at customerservices@worldline.com.

Cancellation reservations / reversal transactions

  • Please fill out the PDF form “Cancellation Pre-Authorizations/Reservations” in full. By clicking on “Send”, your cancellations will be forwarded directly via the system to the issuing bank.

  • Please send us a scan (or photo) of the completed and signed refund form together with the receipt by e-mail to customerservices@worldline.com.

  • Cancellation can only be done through the card-issuing bank. You can use the form provided on the website to send a cancellation request directly to the card-issuing banks' interfaces.

Material orders

  • You can place your order by clicking on the following Link.

  • You can place your order by clicking on the following Link.

Technical fault

    • Check your Internet access
      Unplug your router from the power for a few moments, then plug it back in again and try to re-establish an Internet connection. If this does not work, please contact your provider.
    • Check cables
      Check whether the light for the port you are connected to is lit up on the router/HUB/switch. Unplug the Ethernet cable at both ends, then plug it back in again. Alternatively, use another port on the router.

    If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

    • Check your Internet access  
      Unplug your router from the power for a few moments, then plug it back in again and try to re-establish an Internet connection. If this does not work, please contact your provider.
    • Check the signal strength
      Check on your terminal display (antenna symbol) whether the signal strength is strong enough.  If the signal strength is too weak, move closer to the access point.
    • Restart terminal 
      Restart/reboot your device. Press and hold down the yellow "Corr" button on your mobile terminal for 5 seconds. The terminal will be operational again in 1-2 minutes.
    • Restart 
      Interrupt the power supply to the router and to the terminal for at least 1 minute.

    If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

    • Check the signal strength
      If the signal strength is too weak or the display reads "No GPRS Signal found", change your location, for example by moving closer to a window or out into the open.
    • Restart
      Restart/reboot your device. Press and hold down the yellow "Corr" button on your mobile terminal for 5 seconds. The terminal will be operational again in 1-2 minutes.
    • Check your SIM card
      Check the SIM card by removing and then re-inserting it.

    If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

    • Check the cables and unplug them at both ends.
    • Check the telephone number: For example, do you need to dial 0 to place a call?
    • Check whether the Terminal is plugged into the S socket. Interrupt the NT power supply (ISDN adapter) for approximately 1 minute (no lights should be lit up).
    • Check your telephone connection

    If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

    • Check your Internet access
      Unplug your router from the power for a few moments, then plug it back in again and try to re-establish an Internet connection. If this does not work, please contact your provider.
    • Check cables
      Check whether the light for the port you are connected to is lit up on the router/HUB/switch. Unplug the ethernet cable at both ends, then plug it back in again. Alternatively, use another port on the router.
    • Interrupt the power supply to the router (for at least 1 minute) and to the terminal.
    • Restart/reboot
      Restart/reboot your device. Press and hold down the yellow "Corr" button on your mobile terminal for 5 seconds. The terminal will be operational again in 1-2 minutes.

    If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

    • Check your Internet access
      Unplug your router from the power for a few moments, then plug it back in again and try to re-establish an Internet connection. If this does not work, please contact your provider.
    • Check cables
      Check whether the light for the port you are connected to is lit up on the router/HUB/switch. Unplug the ethernet cable at both ends, then plug it back in again. Alternatively, use another port on the router.
    • Interrupt the power supply to the router (for at least 1 minute) and to the terminal.
    • Restart/reboot
      Restart/reboot your device. Press and hold down the yellow "Corr" button on your mobile terminal for 5 seconds. The terminal will be operational again in 1-2 minutes.

    If these measures do not have the desired effect, please contact our Support Team. You can find the telephone number in your documents.

Professional support is just a click away.

Get in contact with us now and we will assist you as soon as possible.