Support

• How do I change details on my receipt / order receipt rolls?

  Merchants may enquire about receipt rolls by contacting Impos/VostroPay Support.

  Please be sure to provide:
  Quantity Required (20/40/60)
  MID (Merchant ID)
  TID (Terminal ID)
  Delivery address

  Delivery is typically within 5 business days.

• How do I enable MOTO?

  Please contact the Impos/VostroPay Support Team with your request to enable MOTO. You will need to provide:

  Contact Name
  Contact details (phone and email address)
  MID
  TID
  Merchant Name

  Please note that you will need to be authorised to make changes to your account for VostroPay to process this request.

  Once submitted, your request will be sent for review by the credit team. The Support Team will advise as to whether the request was approved or declined. If the request was approved, you will be guided to do a terminal refresh which will then activate MOTO.

• How can I enable tipping?

  Please contact the Impos/VostroPay Support Team with your request to enable tipping. You will need to provide:

  Contact Name
  Contact details (phone and email address)
  MID
  TID
  Merchant Name

  Please note that you will need to be authorised to make changes to your account in order for VostroPay to process this request.

  Once tipping has successfully been enabled, the Support team will guide you through a terminal refresh.

• How do I enable surcharge?

  If your terminal is an integrated terminal, you will need to contact your POS provider to update your surcharging settings.

  For standalone terminals, please contact the VostroPay Support Team with your request to enable surcharging. You will need to provide:

  Contact Name
  Contact details (phone and email address)
  MID
  TID
  Merchant Name
  Surcharge Request by card type

  Please note that you will need to be authorised to make changes to your account in order for VostroPay to process this request.

  Once surcharging has successfully been enabled, the Support Team will guide you through a terminal refresh to activate surcharging on your terminal.

• Can I surcharge only transactions under a certain amount on a terminal?

  No. You can only surcharge according to the types of cards used, but not certain amounts.

• How do I update my refund limit?

  Please contact the VostroPay Support Team with your desired refund limit. You will need to provide:

  Contact Name
  Contact details (phone and email address)
  MID
  TID
  Merchant Name
  Requested Refund Limit Per Day
  Requested Refund Limit Per Transaction

  Please note that you will need to be authorised to make changes to your account in order for VostroPay to process this request.

  Once submitted, your request will be sent for review by the credit team. The Support Team will advise as to whether the request was approved or declined. If the request was approved, you will be guided to do a terminal refresh which will then activate your new refund limit.

• My terminal isn’t working, how quickly can I have it fixed or replaced?

  If there are issues with your terminal(s), please contact the VostroPay Support Team who will attempt to troubleshoot with you over the phone. If we are unable to fix your terminal over the phone, we will schedule a technician to visit your site to troubleshoot further or to replace the device.

  Replacement terminals typically take 1-3 days depending on the current queue time and location.

• How do I reset my terminal password?

  Kindly contact our helpdesk on 1300 780 268 for further assistance. When you call our helpdesk, you may be asked a variety of questions so we can verify your identity. Please be ready to provide us with:

  • Merchant Number
  • Trading Name
  • Contact Name
  • Contact Number
  • Email Address
  • Bank Account number we fund settlements to
  • Last amount paid to your account by First Data Merchant Solutions

  Confirm a settlement amount from a specific date.

• How do I enable AMEX or Diners for use on my terminals?

  Please contact the Impos/VostroPay Support Team with your request to enable AMEX. You will need to provide:

  Contact Name
  Contact details (phone and email address)
  AMEX ID/Diners ID*
  MID
  TID(s)

  Please note that you will need to be authorised to make changes to your account in order for VostroPay to process this request.

  Once your AMEX ID has been successfully linked to your VostroPay terminals, the Support Team will guide you through a terminal refresh to activate AMEX on your terminal(s).

  *If you don’t have an AMEX ID, you will need to first contact AMEX (1300 363 614) and request a new merchant number. https://www.americanexpress.com/au/merchant/index.html

  If you don’t have a Diners ID, you will need to first contact Diners (1300 360 060) and request a new merchant number. https://www.americanexpress.com/au/merchant/index.html

• How does funding work for Amex?

  Currently, all funding for AMEX transactions is handled by Amex directly.

• How can I update my settlement time?

  Please contact the VostroPay Support Team with your settlement time request. Please note that you will need to be authorised to make changes to your account. You will need to provide:

  Contact Name
  Contact details (phone and email address)
  MID
  TID(s)
  Merchant Name
  Desired Settlement Time

  Once your settlement time has been successfully updated, the Support Team will guide you through a terminal refresh to activate the new settlement time on your terminal.

• When can I view my transactions in the VostroPay Merchant Portal (TMP)?

  Transactions are made available in the VostroPay Merchant Portal on the same day in which those transaction were funded to your account.

  A transaction listing can be searched by using the following requirements:

  • Card number
  • ARN
  • Transaction type
  • Acquirer BIN
  • Authorisation code (The authorisation code must be used in conjunction with the card number and/or ARN.)
  • Date range

  For further information on retrieving your transactions, please check the VostroPay Merchant Portal User Guide to help you with step-by-step guided instructions.

• How quickly can you replace terminals?
  • If there are issues with a terminal, the support team will attempt to troubleshoot over the phone.
  • If a terminal freezes for any reason, FUNC + Clear Keys (on Ingenico Move 5000) typically corrects things.
  • Replacement terminals typically take 1-3 days depending on the current queue time and location of the merchant.
• How do I contact VostroPay Support?

  The Support team can be contacted 24/7 on 1300 780 268

  Emailing: [email protected]

  Logging a support ticket using your helpdesk account

Chargebacks and Fraud

• I have received a Chargeback Letter, what do I do next?

  Please follow the instructions on the letter. If you have further queries regarding this letter please view the Merchant Guide for Chargebacks and disputes page or contact our helpdesk on 1300 780 268 for further assistance. Please note: the following information will be required when contacting our helpdesk:

  • ARN/Our reference number (from letter)
  • Amount of Chargeback/Request
  • Card number (first 6 digits XXXX last 3 digits)
  • Date letter was sent and date of transaction
• There are some suspicious transactions that have been processed through my internet payment facility. Who can I contact to verify this?

  Please contact our helpdesk on 1300 780 268 for further assistance.