FAQ

General

• What is Payzone Bill Payments?

  Payzone Bill Payments is an established company that enables retailers to offer a number of bill payment and top-up services in their stores, simply by installing a Payzone terminal.

• How do I become a Payzone retailer?

  Becoming a Payzone retailer is easy. Simply call 0800 0566 015 and talk to a member of the team. They’ll email you an application form via DocuSign or if you do not have access to email they will send it in the post. Just fill it in, send it back and then we can arrange for a Payzone terminal to be installed in your store.

• What is a Payzone SuperAgent?

  A Payzone SuperAgent is a retailer that sells replacement gas cards and electricity keys on behalf of our energy partners. Find out more about the benefits of becoming a SuperAgent here.

• What services can a Payzone retailer provide?

  Payzone bill payment services include utility bills, mobile phone top-ups, transport and ticketing, online gaming, parcel drop off & collections and gift cards. As a retailer, you can also get card acceptance through Payzone.

• How will my customers know that I offer Payzone services?

  Your customers will be able to find your store details and opening hours on our online Store Locator. We also provide our customers with Payzone signage to display in their store

Payzone terminal

• Can I rearrange the installation date of my Payzone terminal?

  Yes. It is possible to rearrange the installation date of your Payzone terminal if it isn’t convenient for you. Simply call the Helpdesk team on 01606 566 566 and we can find a more suitable time for you.

• Why did I not receive any training when my Payzone terminal was installed?

  Firstly, we’d like to apologise if you did not receive any basic training. When an engineer visits your store to fit your new Payzone terminal, they should provide you with full training on how to use it and check that it is fully operational. If you did not receive this training, please call the Helpdesk on 01606 566 566 and we can provide you with training over the phone. Alternatively, we can re-arrange a convenient time for an engineer to run through this with you in person.

• Why won’t my Payzone terminal connect to Wifi?

  In most cases, a communication error means that your Payzone terminal isn’t connected to the WiFi. Check your WiFi connection and confirm that it is on the correct network setting. Then, re-enter your password and turn your machine on and off again. If your Payzone terminal is still showing a communication error, contact the Helpdesk on 01606 566 566 and we can assist you further.

• Do I need to insure my Payzone terminal?

  Yes. Your Payzone terminal should be insured as part of your Contents & Building Insurance.

• My Payzone terminal is damaged. How do I get a replacement?

  If your Payzone terminal has been dropped or damaged, you need to make a claim on your insurance or pay for a new one if you are not covered. We cannot supply you with a new Payzone terminal until you have covered the replacement costs.

• 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 the terminal updates and downloads new information.

Popular FAQs

• My customer has lost their receipt. Can I print them a new receipt or issue them a new pin?

  Unfortunately, this is not possible. Once the pin has been shown, we can’t refund or replace it.

• My customer did not receive their receipt due to a terminal fault. What action should I take?

  Please contact our Customer Service Team and they will guide you through the next steps.

• How do I order more receipt rolls?

  You can order more till rolls by emailing tillroll.order@pzbp.co.uk and providing your site details, terminal type and how many till rolls you would like.

• I’m a SuperAgent- how do I order more replacement gas cards and electricity keys?

  As long as you are registering your gas cards and electricity keys through your terminal when giving them out to customers, our system will recognise when you are running low and send you replacements automatically. However, if you haven’t been able to register your gas cards and electricity keys for whatever reason, contact the Helpdesk on 01606 566 566 and we can order more for you.

• How do I update my details or change my tenancy?

  If you need to change or update your details, call the Helpdesk and we will run through some questions with you. If your query is related to a change of tenancy, you will need to provide us with the details of the new store owner. It is best to have these to hand before calling the Helpdesk on 01606 566 566.