If you do not receive your daily reports via email, please call Activata Customer Care team on 0800 960 000 to enable this option for you. Daily reports can help you to reconcile your sales total for the day.

To void transactions follow the instructions below. You will need to have your account number and transaction number available.

1. Call Activata on 0800 960 000, select option 2 from menu.
2. When prompted, enter your Activata account number and press #.
3. Enter your 4 digit account PIN and press #
4. Enter the transaction number and press #
5. Enter the last two digits of your terminal ID and press #
6. Listen for the transaction details to be read back to you
7. Press 1 to confirm all details are correct.

If the voucher has printed and has been sighted by your customer, there is a risk that they have noted the PIN number. You may apply to void the transaction using our automated phone service, but if the supplier advises the voucher has been used, you will be charged for it and an additional restocking fee will apply.

Please refer your customer directly to the top up voucher supplier. Do not refund; there is a high likelihood that the voucher has been used. You may apply to void the transaction using our automated phone service, but if the supplier advises the voucher has been used, you will be charged for it and an additional restocking fee will apply.

You must apply to void mobile top-up transactions within 4 hours of making the sale. You must return phone cards to Activata with the product return form within 7 days of making a sale. Click here to access the Product Return Form.

Compass phone cards and mobile phone top-ups can be voided using the phone service. Other phone cards must be returned to Activata with the product return form for manual credit.

Yes, unless the card has been deactivated. Please confirm this with Activata Customer Care.

Check that the card the customer has handed you is the same one you sold them. Cards are usually activated within 2 minutes of the sale but occasionally network issues can mean a delay. If the card still doesn’t show value after 10 minutes, either contact Activata Customer Care on 0800 960 000 or refund the customer.

Check your paper before attempting to print more vouchers. Void the transaction using our automated phone service.

Use the order form here or our automated phone service. There is no charge for ordering or delivery.

Use the order form here.

Yes, call Activata Customer Care on 0800 960 000 with the new PIN. You will need to log on to download the new PIN data.

Your terminal is not receiving a reply from the Activata or Paymark host server. This is not likely to be a terminal fault but may indicate a problem with phone lines between your location and Activata/Paymark.

1. Check phone line or ethernet cable is plugged in and the modem light is on.
2. Is any other device (eg phone, fax, dial up Internet) using the same line?
3. Has anything changed? eg: new PINpad, new PABX or phone, etc. If so, this is likely to have affected your connection. If in doubt contact the technician who installed the new device.
4. Is there dial tone? If necessary, plug a telephone into the socket and check for dial tone. If there is no dial tone, the terminal will say “waiting for line” and will not transact.
5. Does your terminal read error 10? If so, the terminal is blocked. Contact Activata Customer Care.
6. Attempt a logon.
   Result:
   – “Logon accepted”. Problem solved.
   – “Declined. MAC error” – something has changed in your set-up. Call Activata Customer Care.
   – “Transmission error” again – possible local area telephone line problem. Call Activata Customer Care

If you would like to know the number of Activata transactions you did for a day, you can do a settlement cutover on the terminal. Settlement Cutovers should be done once a day. If you perform a settlement cutover more than once daily, this will result in inaccurate totals. If a settlement cutover is performed and the terminal does not print out the copy i.e due to running out of paper, please complete a settlement enquiry on the terminal – this will re-print the same settlement cutover copy. If you do not receive your daily report via email, you can call Activata Customer Care on 0800 960 000 to have this option made available. Daily reports can also help you to reconcile your sales total for the day.

A settlement cutover should only be done at the end of the day or after the last transaction of the day. If done more than once a day, this will result in inaccurate totals. A settle enquiry can be run at any time.

Terminal rebates are calculated against sales of Activata long distance phone cards and mobile top-ups. All other products, rental fees, service charges & GST are excluded from rebate calculation. Sales are calculated on wholesale value, not face value.

Please recheck your settlement; it is likely that you have sold cards after settling your terminal or that the settlement process has not completed correctly.

If any transactions have already been billed and you wish to cancel them, once the transaction has been voided you will see this on your invoice. If you void any transactions within the billing period, you will not be charged for those transactions.

View information about automated phone support options here.