Retailer FAQS

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Call our Helpdesk on: 01606 566 566

Mon-Fri 8am-7pm, Sat 9am-5pm, Sun 9am-1pm

As a Payzone retailer, you can provide a bill payment and top up service, as well as transport and ticketing, mobile phone and SIM, parcel collection, online gaming and gift cards. 

Here, you can find the answers to all of your questions from how to become a Payzone retailer to ordering more till rolls. 


Take a look at our retailer FAQs below and if we’ve not answered your question, call us on 01606 566 566.

This section is only relevant if you are an existing Payzone retailer with a historic terminal and haven't upgraded to the latest Payzone Plus device.

Payzone Terminal

  • I need guidance on processing a transaction.

    If you are unsure how to process a particular type of transaction, please call the Helpdesk on 01606566566 and we can provide you with training over the phone.

  • Why won't my Payzone terminal connect to my WiFI?

    Firstly, make sure that your router is switched on. If your router is switched on but you still can't connect to WiFi, check your network settings to see if your WiFi network is showing.

    If your WiFi network is listed, try to reconnect to make sure you’re on the right network. You may also need to try rebooting your WiFi router and restarting your Payzone terminal. If your Payzone terminal still isn’t connecting to WiFi, contact the Helpdesk on 01606566566 and we can assist you further.

  • How do I switch off my Payzone terminal at the end of the day?

    You shouldn’t switch your Payzone terminal off at the end of the working day as this means the terminal can't update and download new information.

  • Why is there a white screen on my terminal?

    This normally happens when your terminal has disconnected from your WiFi. First, turn off your terminal and restart your WiFi router. Once your router lights turn back on, plug in the terminal.

    This will take your tablet to the setting screen. Press "Network" and make sure your wifi is connected. Press "Settings" in the top left-hand corner and then press "Exit" in the bottom right-hand corner. Your terminal should take you back to the Cashier page, ready for your Cashier Pin. If this problem persists, please call the Payzone Helpdesk on 01606566566.

  • I'm not getting a response from my electric keybox.

    First, turn the keybox around and see how many cables are connected. If there is only one cable connected the keybox is powered by a battery. Replace the battery and ensure the battery connectors provide a secure fit. Try the transaction again.

    If there is no response, disconnect the cable from the keybox and terminal and then reconnect it. Turn the terminal off and on again to get to the Settings screen and press "Exit" to get back to the Cashier screen. Try the transaction again.

    If your keybox is connected with two cables, disconnect all cables and reconnect them. Then, turn the terminal off and on again and follow the steps above. If the power cable is worn, replace the power source with a battery. If this problem continues, please call the Payzone Helpdesk on 01606566566.

  • Why is my terminal failing to print?

    Reboot your terminal and on the Settings screen, press "Exit" to get back to the log in page. Log in using your Admin pin (different from the cashier pin) to check the hardware status of the printer. If the printer is green, please try to reprint a merchant copy or your end-of-day-banking.

    Ensure you have a till roll in the terminal and the roll is the correct size. Please be aware that even when a receipt is not printed, the transaction will still go through and you will be charged. If this problem persists, please call the Payzone Helpdesk on 01606566566.

  • How do I upgrade to the Payzone Plus device?

    If you would like to upgrade to the Payzone Plus device, please contact the sales team on 08000566015 and a member of the team will be happy to discuss this with you.


This section is relevant to any retailer with a historic Payzone terminal and/or a Payzone Plus device.

General


This section is relevant to new or existing Payzone retailers with the latest Payzone Plus device.

Payzone Plus Device

  • Why is my Payzone Plus device keybox not working?

    Ensure the small black wire at the back of the device is fully connected. You may need to unplug and plug back in (until you hear a click) to refresh the connection.

    Please then power off the device and power it back on and retry the transaction. If this problem persists, please call the Payzone Helpdesk on 01606566566.

  • Why is my Payzone Plus device not printing?

    Start by rebooting the device and make sure the battery percentage is above 15%, if it is less than 15% charge the device. Make sure you are using the correctly sized/thermal till rolls for the device (57mmx30mm). If this problem persists, please call the Payzone Helpdesk on 01606566566.

  • Why am I getting "Security Module Failure"?

    Power off the device. Leave the device for 20 seconds before switching it back on and try the transaction again. If this problem persists, please call the Payzone Helpdesk on 01606566566.

  • Why is my Payzone Plus device not charging?

    Make sure that the charging base for the device has a green light showing. If the charging base does not have a green light, check that the power supply unit is plugged in properly to a plug socket and the cable is plugged in properly to the back of the charging base. If the green light still isn't on the cradle or if the green light is on but the device still isn't charging, please call the Payzone Helpdesk on 01606566566.

  • How do I update my WiFi details on my Payzone Plus device?

    Restart the device to get onto the "Settings" screen. From here, select "Network" and ensure the WiFi is turned on. You should then see on the screen a list of WiFi networks which should include yours (if you can't see your WiFi you may need to reboot your router).

    Now select your WiFi and type in your WiFi password (this is case sensitive). Your WiFi should appear as "Connected".

    To get back to the login screen you now need to select "Settings" on the top left and then "Exit" on the bottom right.

  • I need help installing my Payzone Plus device.

    Follow this guide https://www.payzone.co.uk/retailers/payzone-plus-installation-guide/ to successfully install your Payzone Plus device. If you need assistance, call the Helpdesk on 01606566566 and a member of the team will be happy to help.


Need to get in touch?

Increase revenue and drive footfall. It's simple with Payzone.

Sales: 0800 0566 015
Customer Support: 01606 566 566

 

Our customer support hours are:
Monday - Friday 8am - 7pm
Saturday 9am - 5pm
Sunday 9am - 1pm
(Bank holiday hours 9am - 5pm)

 

You can contact Payzone by writing to:
Payzone
100 Wood Street
London
EC2V 7ER

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