Merchant Support

If you’re unable to find the answers you’re looking for please call the Merchant Helpdesk on 1800 230 177 (24hrs, 7 days a week). You can also ask questions and find answers in the new Support Community.

Documents and Guides

Support for existing merchants is available via 24/7 Merchant Helpdesk on 1800 230 177.

You can also ask questions and find answers in the new Support Community. View Support Community topics on:

FAQs

Albert FAQs

Q. How can I Get a discount or special rate on my merchant Facility?

A: If you're a member of a professional group, industry association or buying group, you may qualify for a special rate on your merchant facility. To find out if you qualify, request a call back from our Merchant Services team or call 1800 730 554 to discuss your best option.

Q. How can I apply for a merchant facility?

A. We’ve made it quick and easy for you to apply for our Merchant Services product solutions. You can either:

1.  Apply online using our Device and plan selector tool. We’ll give you a call back within 2 days to get you set up;

2.  Visit your nearest branch and chat directly to a Merchant Services Sales Specialist online over video conferencing; or

3.  Call 1800 730 554 to chat directly to one our Merchant Direct Sales team members.

Q. Can I complete an online application?

A. Yes. If you already know you need an EFTPOS terminal, you can use our Device and plan selector tool and apply online. Once you’ve completed our online application form, we’ll get in touch within 2 business days.

If you’re unsure about which Merchant Services solution is best for your business, use our Help me choose tool that’ll give you our recommendation based on your answers in less than 3 minutes.

Q. How much does an EFTPOS terminal cost? Where can I find that information?

A. We offer a wide range of terminals and plans to suit all business needs. Simple Merchant Plans start from just $60 a month with no joining fee or lock in plan, so you can easily switch between plans with no extra costs. Additional fees and charges may apply including a $110 service cancellation fee.

Use our Device and plan selector tool to find an EFTPOS solution that works for your business.

If you’re unsure about which solution is best for your business, use our Help me choose tool that’ll give you our recommendation based on your answers in less than 3 minutes.

If your monthly turnover is more than $12,000 or you're looking for a more customised solution, you can call 1800 730 554 for more information.

Q. Do I need a Commonwealth Bank account to be able to use a Commonwealth Bank EFTPOS terminal?

A. No. However we do encourage you to link your EFTPOS terminal to a CommBank Business Transaction Account to take advantage of cheaper prices and Everyday Settlement. Our Simple Merchant Plans come automatically with a Business Transaction Account, so you can easily manage your money.

Q. Can I purchase an EFTPOS terminal outright?

A. No. We only provide our EFTPOS terminals on a monthly rental agreement, so you always have a market leading terminal and 24hr support and replacements

Q. I’m taking over an existing business which already utilises a Commonwealth Bank EFTPOS terminal, do I still need to apply?

A. Yes. Since you’re a new owner with a different account you must still apply via our Merchant Sales team by calling 1800 730 554.

Q. How long will it take for me to receive my EFTPOS terminal?

A. After the online application is approved, it’ll take approximately 5-7 working days.

To fast track your online application, we can now complete it over the phone. We’ll need to speak to a business Owner or Director to check business details and agree to product and service disclaimers. Once you’ve been approved, we’ll send our technician to install the terminal and provide basic training.

Q. How will I receive the EFTPOS terminal?

A. One of our qualified technicians will come out to your site to install the terminal for you and also provide you with basic training.

Q. How long will it take me to set up my eCommerce solution?

A. After the online application is approved, we’ll send you an instructional letter and/or email within 48 hours. You should be up and running within 24 - 48 hours (if you’re using the Internet Merchant Account, it’ll depend on your 3rd party provider).

Q. I’ve recently heard about the Pi platform and Albert and Leo mobile devices. Where can I find more information on these products?

A. You can visit our website to find more information about the Leo mobile device  or the Albert tablet device. Both devices run on the state of the art Pi platform. Visiting either web page will give you more information about Pi. When more information is available on the new Albert tablet device, you can be one of the first to know by registering your interest.

Q. How can I get my EFTPOS terminal quicker?

A. To fast track your online application, we can now complete it over the phone. We’ll need to speak to a business Owner or Director to check business details and agree to product and service disclaimers. Once your application has approved, we’ll send our technician to install the terminal and provide basic training.

Q. What are the benefits of a Simple Merchant Plan?

A. Starting from just $60 per month, our Simple Merchant Plans offer a range of EFTPOS device and plan solutions that make taking payments easy. Whether fixed, portable or mobile, we've got a device and monthly plan to suit your business. Our easy pricing options let you pay a fixed monthly amount based on your card turnover, so there are no surprises. Use our Device and plan selector tool to get started.

  • No joining fee or lock in contract, so it’s easy to change plans;
  • Automatically receive a Business Transaction Account, so you can easily manage your money;
  • Plus enjoy Everyday Settlement, so you’ll get your money same day, every day of the week.

Q. Can I accept tips if the customer wants to pay via contactless?

A. Yes, if your EFTPOS Mobile terminal is set up to accept tips, the customer can enter a tip amount before they present their card for payment.

How it works

1. The EFTPOS terminal will display the sale amount and tip amount, which is $0.00 by default

2. The customer can choose to enter a tip amount on the terminal or press OK to skip this step

3. The customer is then prompted to pay either via contactless payment* or by swiping / inserting their card

4. Once the transaction is completed, the tip amount will be displayed on their receipt.

*Please note, if the total transaction amount including tip is greater than $100.00, the cardholder will  need to enter their PIN.

Q. What happens if my terminal is damaged?

A. It is important for a merchant to contact us immediately if their terminal is either not working or defective and we will repair or replace it as soon as possible. If you have equipment that requires replacement or repair please call the help desk 1800 230 177. 

Q.What happens if my terminal charging docks or cables are damaged?

A. It is important for a merchant to regularly inspect the power cables and charging docks. If these are damaged or distressed in any way we will replace them free of charge. If you have equipment that requires replacement or repair please call the help desk 1800 230 177.

NBN

Q. How do I know if my existing EFTPOS terminal will work on the NBN?

A. We have a range of EFTPOS terminals which are NBN ready.

  • If you are already using our EFTPOS Broadband or EFTPOS Mobile solutions, they will work on the NBN.
  • If you are using a telephone/dial up terminal, you will need to upgrade to one of our NBN ready EFTPOS solutions. 

Q. What do you need in order to be NBN ready and accept card payments when you switch?

A. Speak to our Merchant Helpdesk or your Relationship Manager to select the most suitable NBN Ready EFTPOS terminal option:

  • EFTPOS Broadband – Standalone or Integrated
  • EFTPOS Mobile

If you have selected one of our Broadband terminals, you will also need to contact your telecommunications company or Internet Service Provider (e.g. Telstra, Optus, iiNet etc.) to arrange for an NBN compatible data service.

Tap and Go/PayTag

Q. Is there any greater risk by not getting a signature or PIN for contactless transactions below $100?

A. No. It is the same as any credit or scheme debit card you accept through your terminal.  Merchants are protected when accepting CommBank PayTag transactions of $100 or less, as the card issuer is not able to chargeback the transaction due to no signature or PIN being obtained.

Q. If a contactless transaction is declined can I process this again by swiping or inserting the card into my terminal?

A. No, if the transaction is declined on the contactless reader you should always follow the directions on the terminal to try another payment method or ask for another form of payment.

Q. If I have an external contactless reader, how do I tell if my reader is on and ready to go?

A. One green light on the reader indicates that it is turned on. The green light will start flashing to tell your customer to ‘tap’ their CommBank PayTag against it.

Q. Where do contactless transactions appear on my settlement receipt?

A. CommBank PayTag contactless transactions are just like any other card transaction and will show in your credit totals.

Q. What if my contactless reader does not recognise a CommBank PayTag on the first ‘tap’?

A. Ensure that the customers are ‘tapping’ their card in the top right on the external reader or terminal as this is where the signal is stronger.

Q. Do you need to be a CommBank customer to use the CommBank app?

A. Yes, to use the CommBank app you need to be a CommBank customer and be registered for NetBank with NetCode SMS.

If you're having trouble completing a transaction, try the steps below. If you're unable to solve the problem, please advise your customer to call 13 2221 for further assistance.

Samsung Galaxy S4

  • Near Field Communication (NFC) should be switched on in the phone’s settings.
  • The payment card must be linked correctly within the CommBank app.
  • Sufficient funds need to be available in the customer’s account.

iPhone

  • The PayTag should be attached to the bottom half of the iPhone on or underneath the case.
  • The PayTag needs to be linked to an account with sufficient available funds.Tap & Pay should be turned ON in the CommBank app.
  • How to Tap and Pay?
    • Step 1: Position PayTag on one of the corners of the terminal within 3 cm.
    • Step 2: Hold for three seconds.
    • Step 3: If an error occurs, try again.

Android

  • The PayTag should be attached to the bottom half of the iPhone on or underneath the case.
  • The Near Field Communication (NFC) technology should be switched off as it interferes with the PayTag (which also uses NFC).
  • The PayTag needs to be linked to an account with sufficient available funds.
  • Tap & Pay should be turned ON in the CommBank app.
  • How to Tap and Pay?
    • Step 1: Position PayTag on one of the corners of the terminal within 3 cm.
    • Step 2: Hold for three seconds.
    • Step 3: If an error occurs, try again.

 

CommWeb

Q. When can I expect funds to go into my account? 

A. We provide same day settlement for transactions processed before 5:30pm AEST, if your nominated settlement bank account is with CommBank. If your account is with another financial institution, the settlement will take two days or more, depending on your financial institution. 

Q. How long will it take for me to start accepting payments online?

A. Once your complete application has been approved, a welcome pack e-mail will be sent to you outlining the integration and installation instructions within 2 business days.

Q. How can I search for transactions that are processed through my CommWeb facility?

A. Clients will be given access to the CommWeb Administration portal. This portal is accessed via the internet and can be used for a variety of administrative purposes such as reporting, transaction searches and refunds, just to name a few.

Q. What is the daily cut-off time for cardholders purchasing through my website?

A. The daily cut-off time is 5:30PM AEST. Any transactions processed after this time will be in the next day’s settlement.

Q. How secure is CommWeb? 

A. CommWeb uses industry standard 256-bit SSL security in all data transmission. The padlock on the bottom of the payment pages signals that the cardholder has entered a secure site. The cardholder’s credit card details are secured also on our servers by physical, network and software security. If you choose to brand your own payment pages, you have to ensure security on your payment page/s or on your server/s. 

Downtime processing

Q. How can I manually process transactions if I do not have an Imprinter and/or Metal Plate? 

View or download the guide which explains how to manually process transactions without an imprinter or metal plate.

Q. How can I manually process transactions if I have an Imprinter and Metal Plate? 

View or download the guide which explains how to manually process transactions if you have an imprinter and metal plate. 

PINWise changes

The card industry is phasing out the use of signature for Point of Sale (POS) transactions for all debit and credit cards issued in Australia. This initiative called PINWise is being introduced to help reduce the risk of card fraud.

From 1 August 2014, PIN will become the main form of card payment authorisation in Australia when you process credit and debit card transactions through your EFTPOS terminal.

The industry wide move to expand PIN at POS and phase-out the signature as form of verification on Australian credit and debit cards will take place over a short transition period from 1 August 2014, as POS terminals migrate and take on these new changes.

In the lead up to 1 August 2014, you should encourage customers to use PIN instead of signing. Any cardholders without a PIN will need to contact their bank.

Learn more

MasterPass

Q. What is the customer experience when my consumer clicks on “Buy with MasterPass” ?

A. When your customer shops with MasterPass, it integrates into your checkout experience and is as simple as:

1. Shop and place items in the shopping cart

2. Click on “Buy with MasterPass” – presented on your checkout process with other payment options

3. Sign in to their bank wallet – your customer will interface with their online wallet without having to leave your checkout page.

4. Confirm their payment and shipping information and checkout

Q. Can my customers still checkout with MasterPass even if they haven’t yet set-up their online wallet?

A. Yes – but your customers will still need to register or activate your bank’s online wallet before they can complete their purchase.

1. When your customers click on “Buy with MasterPass”, they will be prompted to select their bank wallet from the list of available MasterPass-connected wallets.

2. They will then be redirected to their bank’s site to complete the registration or activation process including adding your payment card and shipping details.

3. Once this has been completed, they will be returned to your checkout page to complete their purchase.

Q. What currencies are supported through MasterPass?

A.MasterPass will allow your consumers to transact using any currencies that you support.

Q. I allow shipment of my goods to multiple countries and to various types of addresses. Will this still be supported by MasterPass?

A. Items purchased via MasterPass can be shipped anywhere you currently ship your goods and to addresses you currently allow as per your shipping policy.

Q. Are there any fees or charges for shopping with MasterPass?

A. No, there are no fees or charges for you , or your customers, when your customers checkout using MasterPass.

But remember, the payment card your customers select to use may have fees and charges applicable.

Q: Will MasterPass transactions be reconciled or appear differently on transactions settlement reports?

A: No, MasterPass transactions are reconciled and will appear on statements the same as other credit card transactions.

Q. How do I disable MasterPass from my checkout page?

A. If you no longer wish to offer MasterPass as an option for a specific channel, simply sign into your Merchant Account and select the channel from which you wish to remove MasterPass, or contact your developer should you have one.

If you wish to remove MasterPass as a checkout option across all channels, then please contact the Merchant Help Desk on 1800 230 177.

Albert Accessibility Solution

CBA recognises and endorses the importance of payment accessibility, and we are continually enhancing the features of our payment devices, including improvements to the accessibility of our new Albert EFTPOS tablet for the visually impaired. The new Albert Accessibility solution provides a way for people who are blind or have low vision to securely complete PIN entry within the Albert payment App.

Q. How can I enable Accessible Mode (Text to Speech) for my customer?

  1. Launch Payment App from Albert home screen
  2. Enter Accessible Mode from merchant menu
  3. Press Slider to turn Accessible Mode On
  4. Text to Speech will prompt customer to insert, swipe or tap card
  5. Text to Speech will prompt customer to select Cheque, Savings or Credit
  6. Customer to enter PIN based on Accessible PIN entry mode – virtual cursors begins at ‘5’.
  7. Standard receipt screen will appear upon confirmation

Q. What if my customers are uncomfortable using the Accessibility Solution?

Tap and Pay (NFC) is available for purchases less than $100 or paper payments. Alternatively customers can also use domestically issued signature preferred cards which are issued by certain financial institutions to accommodate special needs of individual card holders and subject to specific criteria.

Q. Where can I find more information?

Please refer to Albert Accessibility User Guide.

Pre Authorisations

MasterCard® and Visa have progressively rolled out mandatory changes which will see hold times for cardholders increase to up to 31 days. The Commonwealth Bank has implemented changes in line with the latest mandatory requirements.

What this means for you?

The hold times for Pre-authorisations have changed to up to 31 calendar days, this means that the Pre-authorisations will show on the cardholder’s online banking as “pending transactions” for up to 31 calendar days.

It is important that any pre-authorisations be completed when the final transaction amount is known to ensure the “pending transaction” is removed from the cardholders account in a timely manner.

Completing a pre-authorisation

To complete the transaction from the terminal please follow the steps outlined in the Operator guide for your merchant terminal which is available in the ‘Documents and Guides’ section on this webpage.

For merchants who utilise the MICROS Point of Sale please follow the Micros user guides provided by Oracle.

We can help

New customers

Call 1800 730 554 8am - 6pm (Sydney/Melbourne time)

Important information

As this advice has been prepared without considering your objectives, financial situation or needs, you should, before acting on the information, consider its appropriateness to your circumstances. Please view our Merchant Agreement, Financial Services Guide and Operator and User Guides at our Merchant Support Centre.