Yes, you can take all forms of mobile payments with our terminals.

The settlement will be received within1 or 3 business days (depending on the settlement process selected)

We have a range of contract lengths to suit every business with our minimum contract length being 12 months. For those customers wanting to rent a terminal for less time, we also offer a short-term hire solution.

If you have a merchant account in most circumstances, we can get you a terminal the next day if you place your order by midday. If you do not have a merchant account, we can help you get set up with one and this generally takes 3 business days depending on the business type.

For any queries related to Finance and Billing please contact our Customer care Team at customercare@pozitivepayments.com or call them on 03333 70 0099

The Pozitive billing schedule is every quarter. On some occasions, the schedule can also be monthly.

For further details about payment schedule please contact our customer care team at 0800 03333 70 0099 or customercare@pozitivepayments.com

For any queries related to monthly service charge please contact our Customer care Team at customercare@pozitivepayments.com or call them on 03333 70 0099

For any queries related to monthly non-qualifying Charges please contact our Customer care Team at customercare@pozitivepayments.com or call them on 03333 70 0099

PCI fees are those set out by the merchant services provider on transactions processed through card payment machines. It stipulates that card terminals must not be able to hold any sensitive data in their memory. These fees do not form part of the agreement or monthly rentals with us. For further details on PCI transaction fees please contact your merchant service provider.

You can obtain your invoices by logging into the Pozitive payments merchant portal and going to EMS > Finance > View Credit Notes and Invoices, please email, or call Customer care team (customercare@pozitivepayments.com or 03333 70 0099) with your merchant account details.

The invoice will detail the product or service you are being billed for. If you are unsure, please call us on 03333 70 0099 or email customercare@pozitivepayments.com. Please ensure you have your customer number and invoice number to hand in before the phone call. All these details can be found on the invoice.

You can obtain your invoices by logging into the Pozitive payments merchant portal and going to EMS > Finance > View Credit Notes and Invoices. Please email or call Customer care team (customercare@pozitivepayments.com or 03333 70 0099 ) with your merchant account details.

For terminal password resets please contact our Technical Support Team on 03333 70 0099. For Pozitive payments merchant portal password reset, please click on the “forgotten password” link where you can reset your password. Please note that due to security and data-sensitive reasons, Pozitive payments merchant portal requires password resets once every 30 days for all users.

Please check your spam or junk folder in case the email has been redirected there. If you have checked these folders and still haven’t received your login details, then please contact a member of the customer service team (email customercare@Pozitivepayments.com or call on 03333 70 0099) who will be able to assist you further.

Contactless payments use short-range wireless technology to securely complete payments between a contactless-enabled card and a contactless-enabled POS terminal. A contactless card is a chip card with a near-field communication (NFC) antenna, enabling close-range payments. When customers tap their contactless card at an NFC-enabled POS terminal it is sent for authorization.

Yes, you currently need to be resident in the UK to get a Pozitive card

Currently, you must be 16 or older to get a Pozitive card.

Yes, you currently need to be resident in the UK to get a Pozitive card

If you would like to make a complaint, please get in touch and we will investigate this as soon as possible.

App - If you are a customer, you can send us a message through the App Chat.

Phone - Our call teams are happy to speak to you and will raise a complaint for you. Call us on 03333 70 0099 or +44 03333 70 0099 when calling from abroad.

Email - Email us at customercare@pozitivepayments.com

Post - If you’d prefer, you can put your complaint in writing and send it to: Pozitive payments address

Some fees are listed in the MSA (Merchant service agreement)

As with all credit and debit cards you use, every precaution needs to be taken to keep the card safe and your PIN secure. Please refer to the Cardholder’s terms and conditions. The Pozitive debit card aims to reduce the need to carry or hold large amounts of cash.

If you have a query about the card itself or you have an unknown transaction on your card account, or a transaction has been declined but you still have funds on your card account then kindly email our customer care team at customercare@pozitivepayments.com or call on +44 03333 70 0099

A chargeback is a transaction that is formally disputed by the cardholder or the cardholder’s issuing bank. Chargebacks can be a costly part of accepting card payments. Excessive chargeback rates may result in loss of revenue, damage to your company’s reputation, penalties imposed by card schemes (Visa, Mastercard, etc.), and even termination of your account. It is essential that you minimize chargeback risk at the time of sale by complying with card schemes’ guidelines and requirements. When we defend your cases, we send a so-called “re-presentment” to the issuing bank to support the validity of the disputed transaction.

This is a request for transaction information from the cardholder’s bank, such as a copy of a receipt, an invoice, or proof of cardholder signature. Retrieval can be requested for up to 18 months from the sale date and so it is crucial that you keep your receipts for this time frame. When a copy of a transaction receipt is requested, you will receive a copy request notice. If the retrieval request is not acted upon quickly, or you provide an illegible sales draft, it may evolve into a chargeback - at which time your account may be debited for the disputed transaction.

Yes, your card can be used for cash withdrawals at ATMs, there is a small fee for this service which can be found in your terms & conditions.

Yes, you can use your card on any terminal that accepts Mastercard cards, however a foreign exchange fee will be applied.

No, the payment will be rejected if you have insufficient money on your card to pay for the goods.

If you are eligible, we will contact you and ask if you wish to order a replacement card. If you request a new one your new card will be delivered to you before your old card is due to expire. Please ensure that you keep your contact details up to date as the new card will be sent to your registered address.

Contact the merchant who sold you the goods and ask for a refund to your card.

Know Your Customer, KYC, corresponds to the process carried out by certain companies to identify and verify the identity of their customers in a compliant way with regulations in force. It is a process that tries to fight money laundering, terrorist financing, tax crimes and phishing by registering a user as a customer of a company.