Help & support
Dual SIM2 capabilities are only available to customers who are upgrading their terminal or who have a faulty Essential Lite. Please contact our 24/7 Merchant Helpdesk on 1800 230 177.
Our latest software release for Essential Lite includes the new feature of automatic Surcharging3. To check if you have this feature available now, please follow the ‘Surcharging’ section on the User Guide. If it isn’t available and you want to activate it, contact our 24/7 Merchant Helpdesk on 1800 230 177 to have Surcharging enabled.
A secured Wi-Fi1 connection is now supported on Essential Lite. To check if you have this feature available now, please follow the ‘How to connect and configure Wi-Fi’ section on the Quick Reference Guide. If it isn’t available and you want to activate it, contact our 24/7 Merchant Helpdesk on 1800 230 177 to have Wi-Fi1 enabled.
Fraud is on the rise, and can happen to any business that accepts payments. Learn the steps that you and your employees can take to help protect your business from merchant fraud.
EFTPOS outages
We understand how disruptive it is when there are issues with your EFTPOS terminals, and want to help you resolve this as soon as possible.
Follow the prompts on the terminal to continue processing payments during outages. The terminal may prompt you to request signatures from customers or call us to obtain an authorisation code, but the terminal will prompt you if these are required.
Within your welcome kit bag you've been provided with Manual Vouchers to process transactions when your terminal is offline. You can order more Manual Vouchers at the stationery store.
You should use a Manual Voucher if:
A range of videos that help you get the most out of your Smart terminal.
A range of videos that help you get the most out of your Albert terminal.
Terms and conditions that all new merchant customers receive when they open a merchant facility.
View Merchant Agreement issued 11 October 2021 (PDF)
Information about CommBank, the services and types of products we can offer you, how we get paid for them, and how we handle internal and external complaints.
Download Change of bank account details form
Download Refund limit change request form
Send completed form to:
Fax: 1300 309 194, or
Email: merchantmaintenance@cba.com.au
Overseas? Call +61 2 9009 0593.
You can also locate your local Business Banker
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 above.
1 Connectivity to a secured Wi-Fi network is supported subject to network coverage and compatible areas.
2 Dual SIM available for new installs and replacements from 13 December 2021.
3 Surcharging is a useful tool to recover the costs of processing card payments in your business. However, the value of the surcharge must not exceed the value that it costs you to accept the transaction, you can find more information at commbank.com.au/surcharging.
