Help Centre FAQs

HELP TOPICS

Simply click below for information and help videos from our Support team.

Terminals

What is a MAC Key Reset and when do I need to use it?

You can perform a MAC Key Reset when the terminal loses connection to your acquiring bank.

Follow the subsequent steps to achieve a ‘Function 32’ MAC Key Reset:

  • Press the Menu button twice
  • Press enter on ‘Select Function’
  • Key in ‘32’ and then press enter
  • Enter your Supervisor Code when prompted

The MAC Key Reset should be complete.

How do I locate my Supervisor Code and how can I reset it?

Each terminal has a default Supervisor Code of 1212. If your terminal’s Supervisor Code becomes locked, please call the Fidelity Payment support line and be ready to provide the named contact on file to pass the security measures.

To change the Supervisor Code from the default 1212 you must complete a ‘Function 34’ on the terminal by following the subsequent steps:

  • Press the Menu button twice
  • Press enter on ‘Select Function’
  • Key in ‘34’ and then press enter
  • Enter your Supervisor Code twice in succession

Fidelity Payment support line: 0345 4812178

What is an End-Of-Day report and how do I create one?

An End-Of-Day report will enable you to send all your recorded transactions to your acquiring bank in order to be reconciled.

The following steps will enable you to do so:

  • Press the Menu button twice
  • Select the banking function on the terminal
  • Enter your Supervisor Code
  • A long receipt will all transactions will be printed out for your End-Of-Day report

Why would I opt to switch comms and how can I do so?

Both the IWL252 and ICT250 terminals have an IP (Broadband) and PSTN (Telephone) compatibility. If an issue with your preferred connection arises, you can switch comms to an alternative method. To do so you must run a function 87 as follows:

  • Press the Menu button twice
  • Press enter on Select Function
  • Key in ’87’ and then press enter
  • Enter your Supervisor Code
  • Select either Telephone PPP or Local Network

Telephone PPP

The terminal will ask for a dial prefix (the first set of digits after the country and area codes of a telephone number). These are most commonly 9 or 1208. If the prefix is different, please verify with your telephone provider. Once this is confirmed, please allow the terminal to complete a download for the switch. A receipt will be printed out after downloading the confirmation of the switch.

Broadband IP

The terminal should start downloading straight away. If there is a 3 squares box icon with an outer green colour then the terminal is now connected via IP. Once confirmed, please allow the terminal to complete a download for the switch. A receipt will be printed out after downloading the confirmation of the switch.

How do I change the time and date on my terminal?

To change the time and date on your terminal you must complete a function 30 following these steps:

  • Press the Menu button twice
  • Press enter on Select Function
  • Key in ‘30’ and then press enter
  • Enter your Supervisor Code
  • Correct time and date

How do I select a Network GPRS?

IWL251 terminals have the capability of changing to different networks. These terminals support T-Mobile, Vodaphone and O2-UK. If you encounter an issue with the connection on your terminal and you would like to select a specific network, you must perform a Function 91 by following these steps:

  • Press the Menu button twice
  • Press enter on Select Function
  • Key in ‘91’ and then press enter
  • Enter your Supervisor Code

Within these settings you can now test the signal strength to see which network is the strongest. Once completing this signal test you can select the available networks with the strongest located at the top.

Function codes:

Function 31 – Reset Terminal
Function 32 – Reset MAC Key
Function 36 – Radio Setup
Function 43 – System Security
Function 81 – Contact GEMS
Function 86 – Connection Test
Function 87 – Change Terminal Connectivity

.

How do I reset my terminal?

Play the video to learn more.

FideliPAY

How do I take my transaction?

Play the video to learn more.

How do I locate my transaction?

Play the video to learn more.

Why is my transaction being rejected?

There are several reasons as to why your transaction may be rejected:

  • AVS CV2 failure – The security code and address do not match or are incorrect.
  • Declined/Rejected – There are either no funds available, a decline by  issuing bank or incorrect AVS/CV2. Sometimes it could be a combination of all three.
  • Referral – The connection has either failed or you will need to contact the acquiring bank* to push the payment through.
  • Failed – The card details are invalid.

How do I know if my transaction is successful?

If your transaction has been successful, it will appear on the screen in one of the following states:

  • Captured – Your funds are available in the customer’s account and have been held to process.
  • Accepted – Your funds are accepted to be debited from the customer’s account by the issuing bank*.
  • Approved – Your funds have been removed from the customer’s account and are being processed by the acquiring bank*.

What is the traffic light system on the transaction list?

The green, amber and red traffic light system on Fidelipay indicates whether the transaction has been taken securely or if the payment has been rejected. It will also show which piece of information was incorrect.

When making a MOTO transaction, the S (Security Code), A (Address) and P (Postcode) buttons will need to be green before a payment can be captured. You can manipulate this on the preference settings.

When an ECOM transaction is made on your website, the S, A, P and 3D Secure buttons will need to be green. The 3D Secure button can only be utilised if you have enabled this preference on Fidelipay.

How do I make a refund using Fidelipay?

To make a refund using Fidelipay, the merchant will need to either locate the transaction originally taken from the customer or enter the details manually through the virtual terminal.

Much like taking a transaction, the merchant will need to select ‘Credit’ instead of ‘Sale’ under the transaction type.

The merchant will then be allowed to refund any amount they require.

What is a ‘Recurring Transaction Agreement’ (RT Agreement)?

How do I locate my invoices?

Your Fidelipay rental invoices can be viewed on the Invoice tab, where you will be able to see the number of transactions taken and any amount due. You can also download ‘Invoice Reports’ on the top right of the page, which will automatically download an Excel spreadsheet providing all of the information you might require such as amounts, users, transactions and dates.

What is a Pay Button and how can I use it?

Play video to learn more.

Where can I add new users on Fidelipay using my own login details?

Where can I add new users on Fidelipay using my own login details?

In order to add new users from your own Fidelipay account you will need to add the following details:

  • The user’s full name
  • The user’s email address
  • The user’s level of access (Admin/ Admin – no refunds/ virtual terminal and support only)

Once this information is collected you will need to email the request to support@fidelitypayment.co.uk.

Once we’ve received this information we will reply with the username and temporary password.

AIB Insight

How do I log in to AIB Insight?

AIBMS Insight will allow you access to online reports and statements, alongside other analytical tools to help you manage your own merchant account. Once your account has been created you will receive an email containing detailed instructions regarding how to access AIBMS Insight.

AIBMS Insight is accessed online at https://insight.aibms.com/mop/aibms.

It is recommended that you use up-to-date Web Browsers.

How do I search for a specific transaction?

The ‘Search’ tab allows you to search transactional data and displays detailed search results based on selected criteria.

There are eight functions available to you in the ‘Search’ tab:

  • Authorisations
  • Transactions
  • Airline Addenda
  • Batches
  • Balances
  • Payments
  • Chargeback
  • Interchange

How can I view a statement?

Via the Statements & Reports menu, you can access statements and reports online as well as downloading the requested files in various formats.

Statements & Reports is provided in the form of a link on the navigation bar.

Once you select a statement, there are several formats for downloading the documents.

PCI DSS

What is PCI DSS/ PCI compliance?

The Payment Card Industry Data Security Standard (PCI DSS) is a set of security standards designed to ensure that all companies accept, process, store and transmit credit card information in a safe and secure environment.

PCI DSS is compulsory to all organisations, regardless of the size or number of the transactions being processed.

How do I become PCI compliant?

Once you are approved by the acquiring bank*, you will be contacted in order to complete the PCI questionnaire. Once completed, you will be provided with a certificate. A renewal date will be set and once expired you must contact your acquiring bank to renew the certificate.

What is the risk if I am not PCI compliant?

Before your Merchant ID is closed or until compliant, you will usually be contacted continuously for three months. During this period, you will receive Non-PCI charges on your monthly statement, which range between £30 – £50 until the PCI compliance has been completed. If you still fail to meet the necessary requirements at the end of these three months, your Merchant ID will be closed.

Terminals

What is a MAC Key Reset and when do I need to use it?

You can perform a MAC Key Reset when the terminal loses connection to your acquiring bank.

Follow the subsequent steps to achieve a ‘Function 32’ MAC Key Reset:

  • Press the Menu button twice
  • Press enter on ‘Select Function’
  • Key in ‘32’ and then press enter
  • Enter your Supervisor Code when prompted

The MAC Key Reset should be complete.

How do I locate my Supervisor Code and how can I reset it?

Each terminal has a default Supervisor Code of 1212. If your terminal’s Supervisor Code becomes locked, please call the Fidelity Payment support line and be ready to provide the named contact on file to pass the security measures.

To change the Supervisor Code from the default 1212 you must complete a ‘Function 34’ on the terminal by following the subsequent steps:

  • Press the Menu button twice
  • Press enter on ‘Select Function’
  • Key in ‘34’ and then press enter
  • Enter your Supervisor Code twice in succession

Fidelity Payment support line: 0345 4812178

What is an End-Of-Day report and how do I create one?

An End-Of-Day report will enable you to send all your recorded transactions to your acquiring bank in order to be reconciled.

The following steps will enable you to do so:

  • Press the Menu button twice
  • Select the banking function on the terminal
  • Enter your Supervisor Code
  • A long receipt will all transactions will be printed out for your End-Of-Day report

Why would I opt to switch comms and how can I do so?

Both the IWL252 and ICT250 terminals have an IP (Broadband) and PSTN (Telephone) compatibility. If an issue with your preferred connection arises, you can switch comms to an alternative method. To do so you must run a function 87 as follows:

  • Press the Menu button twice
  • Press enter on Select Function
  • Key in ’87’ and then press enter
  • Enter your Supervisor Code
  • Select either Telephone PPP or Local Network

Telephone PPP

The terminal will ask for a dial prefix (the first set of digits after the country and area codes of a telephone number). These are most commonly 9 or 1208. If the prefix is different, please verify with your telephone provider. Once this is confirmed, please allow the terminal to complete a download for the switch. A receipt will be printed out after downloading the confirmation of the switch.

Broadband IP

The terminal should start downloading straight away. If there is a 3 squares box icon with an outer green colour then the terminal is now connected via IP. Once confirmed, please allow the terminal to complete a download for the switch. A receipt will be printed out after downloading the confirmation of the switch.

How do I change the time and date on my terminal?

To change the time and date on your terminal you must complete a function 30 following these steps:

  • Press the Menu button twice
  • Press enter on Select Function
  • Key in ‘30’ and then press enter
  • Enter your Supervisor Code
  • Correct time and date

How do I select a Network GPRS?

IWL251 terminals have the capability of changing to different networks. These terminals support T-Mobile, Vodaphone and O2-UK. If you encounter an issue with the connection on your terminal and you would like to select a specific network, you must perform a Function 91 by following these steps:

  • Press the Menu button twice
  • Press enter on Select Function
  • Key in ‘91’ and then press enter
  • Enter your Supervisor Code

Within these settings you can now test the signal strength to see which network is the strongest. Once completing this signal test you can select the available networks with the strongest located at the top.

Function codes:

Function 31 – Reset Terminal
Function 32 – Reset MAC Key
Function 36 – Radio Setup
Function 43 – System Security
Function 81 – Contact GEMS
Function 86 – Connection Test
Function 87 – Change Terminal Connectivity

.

How do I reset my terminal?

Play the video to learn more.

FideliPAY

How do I take my transaction?

Play the video to learn more.

How do I locate my transaction?

Play the video to learn more.

Why is my transaction being rejected?

There are several reasons as to why your transaction may be rejected:

  • AVS CV2 failure – The security code and address do not match or are incorrect.
  • Declined/Rejected – There are either no funds available, a decline by  issuing bank or incorrect AVS/CV2. Sometimes it could be a combination of all three.
  • Referral – The connection has either failed or you will need to contact the acquiring bank* to push the payment through.
  • Failed – The card details are invalid.

How do I know if my transaction is successful?

If your transaction has been successful, it will appear on the screen in one of the following states:

  • Captured – Your funds are available in the customer’s account and have been held to process.
  • Accepted – Your funds are accepted to be debited from the customer’s account by the issuing bank*.
  • Approved – Your funds have been removed from the customer’s account and are being processed by the acquiring bank*.

What is the traffic light system on the transaction list?

The green, amber and red traffic light system on Fidelipay indicates whether the transaction has been taken securely or if the payment has been rejected. It will also show which piece of information was incorrect.

When making a MOTO transaction, the S (Security Code), A (Address) and P (Postcode) buttons will need to be green before a payment can be captured. You can manipulate this on the preference settings.

When an ECOM transaction is made on your website, the S, A, P and 3D Secure buttons will need to be green. The 3D Secure button can only be utilised if you have enabled this preference on Fidelipay.

How do I make a refund using Fidelipay?

To make a refund using Fidelipay, the merchant will need to either locate the transaction originally taken from the customer or enter the details manually through the virtual terminal.

Much like taking a transaction, the merchant will need to select ‘Credit’ instead of ‘Sale’ under the transaction type.

The merchant will then be allowed to refund any amount they require.

What is a ‘Recurring Transaction Agreement’ (RT Agreement)?

How do I locate my invoices?

Your Fidelipay rental invoices can be viewed on the Invoice tab, where you will be able to see the number of transactions taken and any amount due. You can also download ‘Invoice Reports’ on the top right of the page, which will automatically download an Excel spreadsheet providing all of the information you might require such as amounts, users, transactions and dates.

What is a Pay Button and how can I use it?

Where can I add new users on Fidelipay using my own login details?

Where can I add new users on Fidelipay using my own login details?

In order to add new users from your own Fidelipay account you will need to add the following details:

  • The user’s full name
  • The user’s email address
  • The user’s level of access (Admin/ Admin – no refunds/ virtual terminal and support only)

Once this information is collected you will need to email the request to support@fidelitypayment.co.uk.

Once we’ve received this information we will reply with the username and temporary password.

AIB Insight

How do I log in to AIB Insight?

AIBMS Insight will allow you access to online reports and statements, alongside other analytical tools to help you manage your own merchant account. Once your account has been created you will receive an email containing detailed instructions regarding how to access AIBMS Insight.

AIBMS Insight is accessed online at https://insight.aibms.com/mop/aibms.

It is recommended that you use up-to-date Web Browsers.

How do I search for a specific transaction?

The ‘Search’ tab allows you to search transactional data and displays detailed search results based on selected criteria.

There are eight functions available to you in the ‘Search’ tab:

  • Authorisations
  • Transactions
  • Airline Addenda
  • Batches
  • Balances
  • Payments
  • Chargeback
  • Interchange

How can I view a statement?

Via the Statements & Reports menu, you can access statements and reports online as well as downloading the requested files in various formats.

Statements & Reports is provided in the form of a link on the navigation bar.

Once you select a statement, there are several formats for downloading the documents.

PCI DSS

What is PCI DSS/ PCI compliance?

The Payment Card Industry Data Security Standard (PCI DSS) is a set of security standards designed to ensure that all companies accept, process, store and transmit credit card information in a safe and secure environment.

PCI DSS is compulsory to all organisations, regardless of the size or number of the transactions being processed.

How do I become PCI compliant?

Once you are approved by the acquiring bank*, you will be contacted in order to complete the PCI questionnaire. Once completed, you will be provided with a certificate. A renewal date will be set and once expired you must contact your acquiring bank to renew the certificate.

What is the risk if I am not PCI compliant?

Before your Merchant ID is closed or until compliant, you will usually be contacted continuously for three months. During this period, you will receive Non-PCI charges on your monthly statement, which range between £30 – £50 until the PCI compliance has been completed. If you still fail to meet the necessary requirements at the end of these three months, your Merchant ID will be closed.

Glossary of terms

Authorisation Code: A code that notifies you that you have obtained the authorisation for a specific card transaction. Note: You should print this on the sales draft

AVS (Address Verification System): In 1996, Visa®/MasterCard® headquarters introduced a new regulation requiring all businesses who manually key in the majority of their credit card transactions to have a special fraud prevention feature on their credit card processing equipment. This feature is referred to as an address verification system (it checks to see that the billing address given by the customer matches the credit card). If you opt not to use AVS, VISA® and MasterCard® will not support your transactions and will charge you an additional percentage on those sales.

Chargeback: A charge back occurs when a card holder disputes a credit card transaction with his or her credit card issuer. The card issuer initiates a charge back against the merchant account. The amount of the disputed transaction is immediately withdrawn from the merchant’s bank account, and the merchant has 10 days in which to dispute the charge back with proof of purchase, signature, proof of delivery, etc. A charge back is ultimately decided and resolved by the card association. A charge back fee is usually assessed to the merchant on top of the actual transaction. See also retrieval request.

Currency conversion: The process by which the transaction currency is converted into the currency of settlement or the currency of the issuer for the purpose of facilitating transaction authorisation, clearing and settlement reporting. The currency of the transaction is determined by the acquirer; the currency of the issuer is the preferred currency used by the issuer, and most often, the currency in which the cardholder will be billed.

Floor limit: A specific limit used to determine which card transactions you must authorise. If your business has a floor limit of £1,000 — you must get authorisation for any transaction over that amount. Note: All airline, telephone, and mail order transactions must be authorised, even if the amount is under your floor limit.

Holdback/ reserve: A portion of the revenue from a merchant’s credit card transactions, held in reserve by the merchant account provider to cover possible disputed charges, charge back fees, and other expenses. After a predetermined time, holdbacks are turned over to the merchant. Note: Merchant account providers almost never pay interest on holdbacks.

Issuing bank: The bank that maintains the consumer’s credit card account and must pay out to the merchant’s account in the event of a credit card purchase. The issuing bank then bills the customer for the debt.

Merchant Account: A specialised bank approved and issued account to process credit card transactions. One of three parts needed to accept credit cards. Other parts required are a local bank business account (to deposit funds) and a processing solution (to access your merchant account) such as a terminal or gateway.

Merchant Identification Number (MID number): The number a financial institution assigns to a merchant to identify your business.

Monthly minimum: This is a fee that is imposed if your credit card charges (Discount Rate) do not add up to their monthly minimum amount. For example, your monthly minimum is £25 a month. If your credit card discount rate was 2.25% and you processed £1000.00 in credit card volume, £22.50 is charged to the account plus an additional £2.50 (the difference between the £25.00 minimum and actual discount fees).

Also: The minimum amount in fees and percentages charged by a merchant services provider in a given month. If account activity does not generate the monthly minimum, the account holder must make up the difference.

Payment gateway (see also – real-time processing): The code that transmits a customer’s order to and from a merchant’s bank’s transaction-authorising agent — usually a MAP (merchant account provider). See also payment gateway provider.

PCI Compliance: PCI rules prohibit the storage of cardholder information. All merchants and service providers that store, process, or transmit cardholder data are required to comply with PCI DSS. Compliance is not optional. Even the smallest businesses are required to complete an annual self-assessment form, implementing the 12 basic PCI requirements.

Receipt: A hardcopy document representing a transaction that took place at the point of sale, with a description that usually includes: date, merchant name/location, primary account number, amount and reference number.

Retrieval request: A retrieval request is what happens when a cardholder cannot remember a credit card transaction, or the bank wants to order information for some reason. The card issuer initiates a retrieval request, in which the merchant has 10 days to respond with the order information or the retrieval request will turn into a charge back. There is usually a retrieval request fee issued against the merchant also in these cases.

Settlement: The process by which merchant and cardholder banks exchange financial data and value resulting from sales transactions, cash disbursements and merchandise credits.

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