0800 960 000

0800 960 000

Retailers

We sell the prepay products that drive people into your store.

FAQs

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How do I sign up to receive daily reports?

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.

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How to void a transaction through Activata IVR phone system

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.
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I want to cancel a mobile top up voucher

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.

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Customer has returned a mobile top up voucher saying the PIN is invalid

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.

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How quickly do I need to apply to void transactions?

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.

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What kind of transactions can I void using the automated phone service?

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.

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Can I re-use a card which has been the subject of a voided transaction?

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

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A customer has returned a phone card saying there is no money on it

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.

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My printer has jammed and a voucher hasn’t printed

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

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How do I order phone cards?

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

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How can I order point of sale?

Use the order form here.

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Can I change my terminal sign on PIN?

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.

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My terminal is giving a transmission error and I cannot log on

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
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I cannot reconcile my settlement totals

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.

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How often should I settle my terminal?

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.

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Which value is used to calculate the terminal rebate?

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.

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I think I have been charged for more cards than I have sold

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.

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How will I know that a credit has been applied for a cancelled or void transaction?

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.

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Brochures – Activpos Cloud

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User Guide: How to use the Ingenico ICT220, ICT250

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User guide: How to use ActivPOS

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User Guide: How to set promotional expiry dates on ActivPOS

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User Guide: ActivPOS – How to add products to idealPOS terminals

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User Guide: How to use the Verifone Vx520, Vx820 Duet

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User Guide: How to use automated phone support

View information about automated phone support options here.