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Business / EFTPOS, payments & eCommerce / EFTPOS & merchant support - CommBank / Changes to offline payments

What's changing?

We’ll discontinue the authorisation service (13 26 36) currently used by customers to call and obtain authorisation to process an offline transaction or offline vouchers above your floor limit. 

As part of this change, we’ll also be discontinuing the issue of offline vouchers.

What does it mean for me?

From 30 September, we’ll start making software updates to our EFTPOS terminal fleet.

When you attempt to process an offline transaction above your floor limit, one of the following messages will appear on your terminal screen:

  • Exceeded max authorisation amount
  • Transaction declined

These software updates will happen gradually from our end, without interrupting your use of the terminal.

What can I do to prepare?

  • Take steps to discontinue the use of offline vouchers
  • If you have any completed offline vouchers remaining, ensure you send them to us for processing
  • Familiarise yourself with how to get your EFTPOS terminal back online
  • Familiarise yourself with your terminal floor limits, which you can find in the welcome letter which you would have received after your application was approved. Floor limits only come into effect when your terminal is offline

Frequently asked questions

If you attempt to process an offline payment, you should get one of these errors:

  • Exceeded max authorisation amount
  • Transaction declined

If your terminal shows a different message, contact us. We'll help you get back online as quickly as possible.

No, there shouldn’t be any interruption. Your terminal will update on its own, as long as it's online.

Floor limits are the maximum amount a terminal can process for an offline transaction.

You can find your terminal floor limit in your welcome letter. If you're unsure what your floor limit is, call 1800 230177.

Contact your Relationship Manager (if you have one) or call our Merchant Helpdesk on 1800 230 177.

We can help