Merchant support

Response Codes for declined transactions

Card issuers are using more descriptive Response Codes to help you and your customers understand why a transaction has been declined. If you have a declined transaction, check the Response Code number, then follow the instructions on how to process the transaction. 

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Making changes to your Merchant Facility

We’ve made some changes on who can call the Merchant Helpdesk to request information or make changes in relation to your Merchant Facility. Some functions have changed to a higher authentication level and will require us to speak with the Merchant Owner.

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Contactless ‘tap-and-go’ card limits

Mastercard has recently reviewed the April 2020 temporary increase arrangements placed on contactless transaction Personal Identification Number (PIN) entry and has decided to reduce the limit from $200 to $100 for all Mastercard transactions, effective 1 April 2023.

What do you need to do?

Changes to your terminal(s) to support Mastercard’s decision has commenced from 1^st March 2023. You don’t need to do anything, as this change will automatically update on your terminal(s).

For more information, please refer to the FAQs.

Cleaning your EFTPOS terminal

Follow our easy two-step process to help reduce the risk of transferring COVID-19:

1. Disinfect
Disinfect your terminal using an alcohol-based wipe or an alcohol-based cleaner on a microfibre cloth. Do not spray, coat or pour any cleaning fluid directly onto your device.

2. Clean
Clean your terminal by gently wiping it with a lightly dampened microfibre cloth.

Download the PDF guide

And remember to encourage your customers to use contactless ‘tap and go’ payments where possible.