Retailer FAQS

If you are unsure how to process a particular type of transaction, please call the Helpdesk on 01606 566566 and we can provide you with training over the phone.

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 01606 566566 and we can assist you further.

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.

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 01606 566566.

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 01606 566566.

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 01606 566566.

If you would like to upgrade to the Payzone Plus device, please contact the sales team on 08000 566015 and a member of the team will be happy to discuss this with you.

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

To request an additional Payzone device, please contact our Sales Team on 08000 566015.

Enter your admin pin into your Payzone terminal/Payzone Plus device. You will see the direct debit tab located within the Finance Centre on the right-hand side of the screen.

To print off this information, click the date range that you require and select print. If you need further assistance, please call Credit Control on 01606 566384.

Please enter your admin pin into the tablet. You will find the relevant tab located within the Finance Centre on the right-hand side of the screen. 

To print off this information, click the date range that you require and select print. If you need further assistance, please call Credit Control on 01606 566384.

In the event of a technical issue, use your admin pin to log in to your Payzone terminal/Payzone Plus device. Reprint the merchant copy by selecting "Recent Transactions" in the Finance Centre. 

Email ccadmin@pzbp.co.uk with the merchant and customer receipt, with a brief explanation of what has happened. A refund request will be sent to the provider.

This error normally comes up when the product/supplier is not supported by Payzone. It will show on the customer's bill where this payment can be accepted.

Please contact our Credit Control team on 01606 566384 and a member of the team will be happy to help you with this.

If your Payzone terminal has been dropped or damaged, you need to make a claim on your insurance or pay for a new like for like replacement if you are not covered. We can't supply you with a new Payzone terminal until you have covered the replacement costs. Please call the Payzone Helpdesk on 01606 566566 to discuss further.

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 01606 566566.

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 01606 566566.

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 01606 566566.

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 01606 566566.

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.

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 01606 566566 and a member of the team will be happy to help.