CUSTOMER CENTRE

Welcome to our UK Customer Centre. Here you’ll find resources and documentation to help you with any queries or questions you may have about your card processing facility with us. To find out more please explore the different sections below.

If you can’t find the documents you’re looking for, please call our helpdesk on 0345 702 3344*, selecting the option for ‘all other enquiries’.

*Lines are open between 9am – 6pm Monday to Friday, excluding public holidays. To help us continually improve our service and in the interests of security, we may monitor and/or record your telephone calls with us. Any recordings remain our sole property. We also provide a Textphone service on 0345 602 4818.

 

Merchant Portal
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Merchant Portal

Merchant Portal is our secure, data retrieval and management information tool that provides 24 hour online access to your reporting and transaction information at your fingertips.



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Merchant Portal Quick Start Guide

Card Industry News
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Card Industry News

Keep up to date with the latest Card Scheme news. Below you'll find details about relevant past and upcoming changes.



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Annual review of public keys

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American Express Contactless Transactions

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Deployment of contactless capable terminals

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Pre and Incremental Authorisations for Visa

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Display of new verified by Visa brand mark on eCommerce sites

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Display of vpay brand mark at eCommerce sites

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Ecommerce Transactions On Cards Issued In Turkey

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Mastercard Debit Cards And Financial Institutions

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Partial approvals

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Ecommerce Field Values

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High Value Payments

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Website Disclosure

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Stop Instructions

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Visa Contactless Zero FL

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Mastercard Contactless Floor Limits

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Mastercard Fallback

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Countdown To Contactless

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HVP and Authorisations

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Public Key 1152 - Now Expired

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Are Your PEDs Compliant

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BIN Range Update

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Force Post Transactions

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Mastercard Commercial Payment Account Cards

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New Debit Mastercard Issuers

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Visa Ecommerce Transactions

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New Debit Mastercard Issuers July 2018

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Card Acceptance

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Interchange Impacts from EC Commitment in Oct 2019

Card Processing
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Learn more about card processing, our policies and procedures by exploring the options below.



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3D Secure Merchant Compliance Guidelines

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Card Not Present Fraud Guide’

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Chargeback Guide

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Fighting Fraud at Every Level

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Fraud: Hints And Tips Guide

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How To Process Fallback Paper Vouchers

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Know the Risks

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Our Complaints Procedure

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Recovered Card Form

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Recurring Transactions Enquiry Service

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Role of Schemes

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Card Disputes Guide


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Mastercard and Visa Interchange Rates 052019


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Merchant Operating Instructions


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Variations to the Merchant Operating Instructions


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Merchant Data Processing Notice

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Discover Global Network Changes - April 2018

PCI DSS/Data Security
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PCI DSS/Data Security



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PCI DSS V3.2.1

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Data Security Update - Guide to Patching

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What To Do If You're Compromised

Mobile Pay
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Mobile Pay



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Mobile Pay Quick Start Guide

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Mobile Pay User Guide for Android Phones

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Mobile Pay User Guide for iPhone

Stationery
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Stationery

The following stationery items are available to order by calling our helpdesk on 0345 702 3344* selecting the option for stationery**.

Tally Rolls for the following terminal types:
  • Ingenico iCT series

  • Ingenico iWL series

  • Vx Series

Decals and Card Scheme Logos

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Window Sticker

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Point of Sale Decal

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Useful Telephone Numbers

Other Stationery items:
  • USB Cable

  • Plates & Plastics

  • Manual Imprinter

  • Fallback Voucher

Refund Policy

If you are not 100% satisfied with your purchase, you can return the product and get a full refund or exchange the product for another one. You can return a product up to 30 days from the date of purchase. Any product you return must be in the same condition you received it and in the original packaging. Refunds will be processed within 14 days of items being received back in stock.

*Lines are open between 9am – 6pm Monday to Friday, excluding public holidays. To help us continually improve our service and in the interests of security, we may monitor and/or record your telephone calls with us. Any recordings remain our sole property. We also provide a Textphone service on 0345 602 4818. 

**Delivery fees may apply.


Producing Your Own Advertising

You can use the Card Scheme logos below in your advertising materials to let your customers know the cards you accept as a means of payment. You’ll also find copies of the Card Schemes brand guidelines, which will show you how the logos must be used. The logos are registered trademarks and must be used in accordance with both the Card Schemes and our marketing standards.

If you decide to use the logos in your advertising material, their use will need to be reviewed and agreed by our Marketing Department. This is to ensure the logos are used in accordance with both the Card Schemes and our marketing standards

A copy of your advertising must be emailed to marketing.uk@globalpay.com for approval prior to its use. Along with your advert, you’ll need to provide us with:

  • Your DBA (Trading) name and Merchant ID.

  • Contact name and email address.

 

Once we’ve reviewed it, we’ll email you back with either our approval or details of changes that need to be made.

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Maestro Brand Guidelines

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Mastercard Brand Guidelines

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Visa Brand Guidelines

Contactless

Contactless

Master Card

Master Card

Maestro

Maestro

Visa

VISA

Visa Electron

VISA Electron

VPay

VPay

Stored Credential Transactions
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Stored Credential Transactions



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FAQs

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Decision Tree

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Stored Credential Guide

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Stored Credential - Technical Implementation Guide

Strong Customer Authentication
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Strong Customer Authentication

From 14 September 2019, the second Payment Services Directive (PSD2) requires payments to be validated using Strong Customer Authentication (SCA). The documents below have been produced to help you understand SCA and guide you through the changes you may need to make.



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What Do I Need to Do to Be SCA Compliant?

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FAQs - PSD2 SCA

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SCA Decision Tree

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PSD2 and Strong Customer Authentication Technical Implementation Guide

Technical Guides
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Technical Guides

Here you'll find the technical guides you need to help you integrate with our systems.



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Technical Specification Addendum - Mastercard Point of Interaction