FREQUENTLY ASKED QUESTIONS


About us


EFTPOS was established in 2005 and is an independent provider of card acceptance to small and medium sized businesses in South Africa. We provide merchant acquiring through a range of countertop and mobile POS solutions supported by Absa and Mercantile acquiring banks. We offer quick and easy online application, affordable rental and transaction fees, PCI compliant devices as well as processes and after sales support and maintenance. EFTPOS is a subsidiary of Paycorp, a leading provider of payment solutions in emerging markets, partnering with financial institutions, card associations, mobile operators and retailers.

Range of Products


EFTPOS Mobile Card Machine

How do I reprint my last receipt?
• Press 1
• Enter supervisor ID
• Enter supervisor password
• Press enter
• Select 1 Last Receipt
• Press enter

How can I reprint a batch?
• Press 3 on your keypad
• Select current or previous batch
• Select full list or batch totals

How do I manually bank my device?
• Press 5
• Enter supervisor ID
• Enter supervisor password
• Press enter

How to download parameters?
• Press 6 on the keypad
• Select partial or full parameters

Can I process a refund using my EFTPOS Mobile card machine device?
Yes, if you were approved to process refunds.

What is the minimum battery life requirement for my EFTPOS Mobile card machine?
It is recommended to charge your device when the battery gets below 20%. When the battery life is below this level, the device is prone to declining transactions.

What do I do if I have device communications issues (unable to connect to host, Z3 or connection error)?
• Remove device from the base, press and hold the cancel button until device shuts down.
• Switch device back by pressing and holding the green button.
• Download device parameters by pressing 6 and then 1.
• Should this fail call our Call Centre for further troubleshooting.

What impact does load shedding have on my device?
It is known that load shedding effects cell phone signal, as the cell towers are also affected.As our devices work off the same networks, load shedding may cause transactions to decline.Refer to your load-shedding schedule to ensure that your device is fully charged.

What do I do if my device will not switch on?
• Unplug power supply from the wall plug and device.
• Ensure that the plug point is still working by connecting another device to it.
• Reconnect power and ensure power cable is properly secured into the base.
• If you have multiple devices, try switching power supplies around to assist with identifying the problem. 
• Call our Call Centre if issue persists. 

How long does it take a transaction refund processed on my EFTPOS device to reflect on a cardholder bank statement?
It depends on the card-holders bank. The refund is processed in the same way than any normal purchase transaction but we have noticed that it can take up to 7 days depending on the banking partner of the client.
EFTPOS Fixed Countertop

How do I reprint last receipt?
• Press 1
• Enter supervisor ID
• Enter supervisor password
• Press enter
• Select 1. Last Receipt
• Press enter

How do I reprint a batch?
• Press 3 on your keypad
• Select current or previous batch
• Select full list or Batch totals

How do I bank my device?
• Press 5
• Enter supervisor ID
• Enter supervisor password
• Press enter

How do I download parameters?
• Press 6
• Select partial or full parameters

What happens if my device is stolen or lost?
You are responsible for the safekeeping of the device. If it is stolen or lost, you will be billed for another unit at the most current replacement cost.

Can I process a refund using my EFTPOS Fixed desktop device?
Yes, if you were approved to process refunds.What do I do if I have communications issues (unable to connect to host, Z3 or connection error)?
• Locate modem and ensure all cables are securely connected.
• Reset both the modem and device by unplugging the power.
• Leave unplugged for a few minutes and reconnect thereafter.
• Ensure devices are powered up. 
• Download device parameters by pressing 6 and then 1.
• Should this fail call our Call Centre for further troubleshooting.

What impact does load shedding have on my device?
Fixed countertop devices and external modems for communication need electricity to process transaction. We do sell a range of Zipzap devices that could be used as back up during loadshedding.

What do I do if my device will not switch on?
• Unplug power supply from the wall plug and device
• Ensure that the plug point is still working by connecting another device to it.
• Reconnect power and ensure power cable is properly secured into the device.
• If you have multiple devices, try switching power supplies around to assist with identifying the problem.
• Call our Call Centre if issue persists.
ZipZap Wisepad

How do I recover my username and password?
Select the ‘forgot password’ option on the app.

How do I charge my ZipZap Wisepad?
Charge the device by connecting the charging jack to the device using the USB cable provided.

Does a low battery level on my ZipZap Wisepad effect my ability to process transactions?
If the battery level of the device is below 30% it won’t allow you to process transactions on the latest ZipZap App.

How do I download the ZipZap App?
The app is available on the app store for iOS, Android, Windows Phone and Windows Desktop. Ensure that your smartphone is compatible.

What is the range of the Bluetooth connection?
The range is up to 10 meters depending on whether there are any obstacles between the device and the phone that may cause disruption.

Can someone use my device with their phone if it is stolen?
No. The device is linked to your account and you require your personal login details in order to connect to the app.

Can I do manual transactions using my ZipZap Wisepad device?
No.

Can I process a refund using my ZipZap Wisepad device?
No.

What do I do if I have duplicated a transaction in error?
You must void the duplicated transaction via the app within 24 hours.

Can you provide training to my staff?
Yes, our Call Centre agents are ready to take your calls and answer any questions you may have.If you require on-site training, a fee will be charged depending on your location.A detailed user guide is provided when you receive your ZipZap device.

Can multiple users share one ZipZap Wisepad device?
Yes. Multiple cellphones can be linked to a single device, however only one can be connected and used at a time.

If I receive a call while a transaction is being processed on my cellphone, will the transaction be approved?
Yes, if your transaction is being processed, it will continue in the background while you are on a call.You will receive confirmation of the transaction once you have completed your call.In the event that the transaction fails, the device will send a message to cancel the transaction.

If my cellphone battery runs flat while a transaction is being processed or I lose signal, will the transaction be approved?
No. However, the cardholder may get the message that the transaction was approved. In this case the transaction will be reversed when the device is charged. Please check your transaction history to be sure if the transaction was approved.

If the device disconnects while processing a transaction, how do I confirm it the transaction was approved?
You can do this by viewing the transaction history on the app.

What is the warranty on my device?
The device comes with a 6 month warranty calculated from the date you receive the device.

How do I generate a receipt?
You can select to send your receipt via email or SMS.Each receipt has a unique transaction number which can be recorded in a receipt book should you wish to do so.

Is data usage included in the initial cost of the ZipZap Wisepad device?
No, your cellphone data is used to approve the transaction.

Do I pay a delivery fee?
No, the delivery fee is included in the purchase price.
Wisepad G2

How do I recover my username and password?
Select the ‘forgot PIN’ option on the device.

How do I charge my ZipZap wisepad G2 device?
Charge the device by connecting the charging jack to the device using the USB cable provided.The battery status will be displayed at the top right corner of the screen.

Can you provide training to my staff?
Yes, our Call Centre agents are ready to take your calls and answer any questions you may have telephonically.If you require on-site training, a minimum fee will be charged depending on your location.A detailed user guide is provided when you receive your ZipZap device and is also available on the ZipZap website.

Can we process a refund on the device?
No.

If the device disconnects while processing a transaction, how do I confirm it the transaction was approved?
Check the last transaction status.

Can I manually generate a receipt?
No. A receipt is sent via SMS only at the time of processing the transaction. You will automatically receive the SMS receipt. If you opt to enter your customer’s cellphone number during processing, your customer will also receive the SMS receipt.

*++What is the warranty on my device?
The device comes with a 6 month warranty calculated from the date you receive the device.

Do I pay a delivery fee?
No, the delivery fee is included in the purchase price.

Wisepad G2+

How do I recover my username and password?
Select the ‘forgot PIN’ option on the device.

How do I charge my ZipZap Wisepad G2+ device?
Charge the device by connecting the charging jack to the device using the USB cable provided.The battery status will be displayed at the top right corner of the screen.

Can you provide training to my staff?
Yes, our Call Centre agents are ready to take your calls and answer any questions you may have telephonically. If you require on-site training, a minimum fee will be charged depending on your location. A detailed user guide is provided when you receive your ZipZap device and is also available on the website.

If device disconnect while processing a transaction, how do I confirm it the transaction is approved?
Check last transaction status.

Can I reprint my transaction slip?
No. You will receive a transaction slip at the time of processing the transaction. Do ensure proper safekeeping as the transaction slip cannot be reprinted at a later stage.

What is the warranty on my device?
The device comes with a 6 month warranty calculated from the date you receive the device.

Do I pay a delivery fee?
No, the delivery fee is included in the purchase price.


Pricing (Transaction fees, Minimum fees, Rental and Monthly statements)

Transaction Fees

What are transaction fees?
Transaction fees are the fees charged by ZipZap/Eftpos to facilitate your card payments.

How is my transaction fee rate determined?
If you apply online and your card transactions are under R75 000 per month, then your transaction fees will be calculated at 2.75%.If you are currently accepting card payments and want a better deal, then click here for a Sales rep to call you right back.

How are transaction fees calculated?
The fee is calculated by applying the debit- and credit rate per your agreement to the rand value of your daily debit- and credit card transactions respectively.

Do transaction fees include VAT?
No, all transaction fees are stated exclusive of VAT. VAT of 15% will still be levied on transaction fees.

Do I qualify for a lower transaction fee?
If your card transaction exceed R75 000 in a month, then you may qualify for reduced transactions fees.Contact our Call Centre on 0861 947 927 for ZipZap queries and 0861 00 44 44 for EFTPOS queries. 


If you apply online and your card transactions are under R75 000 per month, then the fees are as follows:


Minimum Discount Charge (MDC)

What is the minimum discount charge?
MDC is the minimum monthly transaction fee payable to EFTPOS. This amount is quoted exclusive of VAT in your agreement.

Is MDC applicable to me?
MDC is applicable if you have an EFTPOS fixed countertop or EFTPOS Mobile card machine as quoted per your agreement.

How is MDC calculated?
MDC is calculated as the difference between the MDC amount quoted (excl VAT) and your transaction fees calculated (excl VAT). VAT of 15% will still be levied on the MDC amount calculated.

When is minimum discount charge applicable?
MDC and is charged at the end of each month if your minimum transactions requirement is not met for the month.

How do I avoid paying MDC?
If your transaction fees exceed the MDC amount quoted in your agreement no MDC will be payable for the month.

Example calculation of transaction fees and MDC:
• In the example below R575.58 is payable to EFTPOS.
• From the below example, the MDC payable is R131.10 incl VAT as the transaction fees of R385 was less than the MDC amount of R499. The difference of R114 is essentially the MDC excl VAT.

Rental

How do I pay my rental fees?
If you select one of our EFTPOS devices only available on rental, your rental fees will be deducted via debit order. Please ensure sufficient funds are available for us to recover our fees.

When will my rental fees be debited?
Merchants with 15 digit merchant numbers and starting with 3400000000xxxx will be billed on the first of the month after signing up.Merchants with 7 digit merchant numbers will be billed at the end of the month after signing up.

Merchant Statements

How do I review my transactions and the applicable transaction fees & VAT paid for the prior month?
 You will receive a statement at the beginning of each month that reflects all your transactions for the previous month, the fee & VAT on each transaction and how much you were settled.Your statement is electronic and we store 5 years of transactions for you. Requests for historic merchant statements will incur a fee per statement.

How to I claim back the VAT on the transaction fees I pay?
The Merchant Statement you receive serves as a Tax Invoice that you can use to claim input VAT from SARS if you are a registered VAT vendor.

POS Portal

How to I view my transactions during the month before the statement is prepared at month-end?
Our POS portal allows merchant to view transaction details, track card transactions daily, weekly and monthly and compare to previous periods. The transactions for the last six months will be available on the POS portal. The key transaction stats are featured on a dashboard, giving you valuable insight and visibility of your card transactions. With this information at your fingertips, you’ll be able to predict seasonal trends and plan better. Merchants are able to export transaction data to Excel for detailed analysis and search for specific card transactions. You will also be able to update your profile on the POS portal, FAQs and click to call our Contact Centre straight from your phone.

How do I obtain access to the POS Portal?
Clickhere to request Portal access
Please provide the following details in your request:
Trading name, Merchant number, Terminal id or device serial number.

Cancellation

How do I cancel my rental agreement?
Please contact our Call Centre to give notice on you rental agreement. You will have to put your cancellation request in writing for record purposes.

Note that you will be charged a cancellation fee if you cancel within the rental period stated in your rental agreement.
• Early cancellation fee will apply as per your agreement.
• In addition, you will be charged a collection fee of R250 (ex VAT).

Application Process


What supporting documentation do I need when applying?

Sole Proprietor

  • Identity document

  • Proof of business and residential address (no older than 3 months)

  • Proof of bank account reflecting trading name or full name

Company (PTY) LTD & Close Corporation

  • Identity documents for all members/ directors

  • Proof of bank account reflecting the name of the business

  • Business registration number

  • CIPC certificate

Trust

  • Identity documents for all members/directors

  • Proof of bank account reflecting the name of the business

  • Trust deed signed by all members

  • Proof of business address

Partnership

  • Identity documents for all members/directors

  • Partnership agreement

  • Proof of address for all partners

  • Resolution signed by all partners

Can I use a bank account other than my own personal/business account?
No, entering a bank account other than your own personal bank account (individuals and sole proprietors) or the company’s business bank account is not allowed. Our risk department will verify bank account details before you are able to accept card payments.

Once my application has been approved, how do I get my device?
If you have applied for an EFTPOS fixed countertop or EFTPOS mobile card machine, a technician or courier will contact you to arrange a suitable time to install or deliver your EFTPOS device.If you have applied for a ZipZap device, it will be couriered to you and you will be able to get started easily by following the userguide provided.

Can I change my bank account?
Yes, in order to change your bank account you will need go to your profile page on the merchant portal to email our Call Centre.We require proof of bank account, not more than three months old.We also require a signed letter, on a business letterhead, by one or all of the original signatories requesting the change.The signed letter must include:
• Old details
• New details

What do I need to do if I change my business entity?
You can change your business entity at no additional charge, simply provide the new business details. If you are changing from sole proprietor to company, you will need to provide IDs, proof of company registration, company banking details, resolution if there is more than one director, and proof of company address. If you are changing from company to sole proprietor, you will need to provide your ID, proof of residence and banking details.

What is the procedure for changing ownership?
Merchant on a rental agreement for an EFTPOS device
You as an existing EFTPOS merchant will cancel your existing agreement which will be subject to our cancellation policy.

The new merchant will be required to complete an application and submit the supporting documents as set out in the application process section. This application will be subject to our normal approval process. There will be no admin fee payable by the new merchant as the cost is covered in the installation fee payable.

Merchant on a rental agreement for a ZipZap device
You as an existing ZipZap merchant will cancel your existing agreement which will be subject to our cancellation policy.

The new merchant will be required to complete an application form and submit the supporting documents as set out in the application process section. The new merchant will be charged an admin fee of R300 to have their application processed. Proof of payment needs to accompany the application form.

Merchant with a purchased ZipZap device
You as an existing ZipZap merchant will cancel your existing agreement which will be subject to our cancellation policy.

You may transfer your ZipZap device to a new merchant if the ZipZap device was purchased upfront by you.The new merchant will be required to complete an application form and will be charged an admin fee of R300 to have their application processed. Proof of payment needs to accompany the application form.

Settlement


How long does settlement take?

You will receive funds into your account 1-3 business days from release of payment, depending on your bank.
• Transactions completed on Sunday and Monday will reflect in your bank between Tuesday and Thursday.
• Transactions completed on Tuesday will reflect in your bank between Wednesday and Friday.
• Transactions completed on Wednesday will reflect in your bank between Thursday and Saturday.
• Transactions completed on Thursday will reflect in your bank between Friday and Sunday
• Transactions completed on Friday and Saturday will reflect in your bank between Monday and Wednesday.

In some instances, there may be an unforeseen delay in settlement, usually because of random checks that may be conducted on a transaction – either by ZipZap/EFTPOS or the bank.


Am I charged a settlement fee?

No, we will settle funds into your bank account at no additional fee.


Operation of Device


Can my POS solution be used in other parts of Africa and internationally?
Not currently. We are launching in our primary market, South Africa, however we are looking at expanding into other parts of Africa. You can, however, accept international cards.

How long will it take a technician to attend to my query?
Within 24 hours if you are situated in one of the major centres, i.e. Johannesburg, Cape Town and Durban.Remote areas would take longer depending on the distance from the closest major centre.

Is there a callout fee for technical visits for EFTPOS devices?
No callout fees applicable to normal wear and tear related calls. However callouts as a result of negligence on the part of the merchant will attract a callout fee.

Do you offer technical service/visits for ZipZap devices?
No, all ZipZap technical calls are being managed telephonically.

How do I order paper rolls?
Paper rolls to be ordered from Slam Paper Distributors and Couriers as these paper rolls conform to manufacturer specifications. Any other paper rolls utilised by merchants may result in damage to the device for which the merchant can be held liable. Contact details for Slam Paper: Tel : 011 472 7280 / 0800 111 070, Fax 086 750 4574, Email address: nthabi@slampaper.co.za

Why do certain transactions decline?
Transactions can decline due to unavailability of systems but mostly by the card-holders bank. Please take note that the devices do not have the intelligence to decline transactions.

Does the device produce a response code if a card is declined?
Yes, a detailed response code and description will be displayed when a card is declined.

What happens if my device is stolen or lost?
You are responsible for keeping the device safe.If a device on a rental agreement is stolen or lost, you will be liable for the replacement cost of the deviceIf a device you purchased upfront is stolen or lost, you will need to purchase another device at the current selling price.

Customer Support


What do I need before I call the Call Centre to report an issue?

Please have available your device serial number, Terminal ID, merchant number or Trading name.


What support can I get?

Our support agents are available to assist – simply call 0861 947 927 for ZipZap queries and 0861 00 44 44 for EFTPOS queries.You can email support@zipzap.co.za or email support@eftpos.co.za and one of support staff will be in touch, or you can use Live Chat on www.zipzap.co.za.


What are the Call Centre hours?

Monday to Friday 06:30 to 18:00

Saturdays 07:00 to 17:00

Off peak Sundays and public holidays 07:00 to 14:00

Peak* Sunday and public holidays 07:00 to 16:00

25th December 08:00 to 12:00

*month-end 25th to 5th

More About ZipZap


How do I download the ZipZap App?

The app is available on the app store for iOS, Android, Windows Phone and Windows Desktop. The free ZipZap app is only required to pair with the Wisepad. Both the Wisepad G2 and Wisepad G2+ have internal Sims and no pairing with a cellphone is required.


How do I charge my ZipZap card reader?

To charge the card reader, connect the charging jack to the device using the USB cable, which is included.

Miura: There is a battery icon on the display of the card reader that indicates the current state of the battery.

WisePad: The light just below the screen will be red to indicate it is charging and will turn green once fully charged.

WisePad G2: There is a battery icon on the display of the card reader that indicates the current state of the battery.

WisePad G2+: There is a battery icon on the display of the card reader that indicates the current state of the battery. 


What is the range of the Bluetooth connection using ZipZap in mPOS mode?

The range is up to 10 metres, depending on whether there are any obstacles between the card reader and the phone or tablet that may cause disruption.


Can someone use my ZipZap if it is stolen?

No. Your card reader is linked to your account and requires your personal login details in order to operate. 


Can I do manual transactions using my ZipZap Wisepad device?

No 


Can multiple users share a ZipZap card reader?

Yes, multiple people can use the ZipZap card reader if required. To link multiple users to the same merchant account or card reader please contact the call centre or email support@zipzap.co.za.


Can I pair multiple cellphones to ZipZap WisePad card reader at the same time?

No, only one cellphone can be paired to a card reader at a time.


If I receive a call while a transaction is being processed, will the transaction be approved?

Yes, if your transaction is being processed, it will continue in the background while you are on a call. You will receive confirmation of the transaction once you have completed your call. In the event that the transaction fails, the device will send a message to cancel the transaction. 


If my cellphone battery runs flat while a transaction is being processed or I lose signal, will the transaction be approved?

No. However, the cardholder may get a message that the transaction was approved. In this case the transaction will be reversed when the device is charged again. 


Does ZipZap produce a response code if a card is declined?

Yes, a detailed response code will be issued when a card is declined. 


How do I generate a receipt?

ZipZap Wisepad enables you to send a receipt to your customer via email or SMS.

ZipZap Wisepad G2 enables you to send a receipt via SMS.

ZipZap Wisepad G2+ enables you to send a receipt via SMS or print a receipt. Each receipt has a unique transaction number which can be recorded in a receipt book should you wish to do so. 


What kind of warranty does my ZipZap machine come with?

There is a 6 month warranty from the time that you receive your ZipZap card reader. What happens if my device is stolen or lost?You are responsible for keeping the device safe. If it is stolen or lost, you will need to purchase another unit at the most current replacement cost. 


Can I process a refund?

No, refunds cannot be processed on ZipZap. 


How long does it take to reverse a transaction?

2-5 days depending on the client's banking partner. 


How do I recover my username and password?

ZipZap Wisepad : select forgot password on the app

ZipZap Wisepad G2 and G2+ : select forgot PIN on the device.


What is the procedure for changing ownership?

You may transfer your ZipZap device if you are an existing merchant to a new merchant if

• the ZipZap device was purchased upfront by you.

• You decided to purchase your rental device and paid the cancellation fee (based on the remaining months of the rental contract) to gain ownership of the device

The new merchant will be required to complete an application form and will be charged an admin fee of R300 to have their application processed. Proof of payment needs to accompany the application form.


Can I pair my Wisepad G2 and G2+ with my phone?

No, both the Wisepad G2 and G2+ are standalone devices with internal SIMs. No cellphone is required.


How do I view my transactions?


ZipZap app:

If you are using the ZipZap Wisepad, you can view transactions on the app. if you are using the ZipZap Wisepad G2 and G2+, you can view last transaction details and a summary of total transactions processed for a specific date on the device.


Monthly statements:

You will receive a statement at the beginning of each month that shows all your transactions for the previous month, the fee on each one, how much you were settled and more. This statement is a tax invoice and can be used to claim back your VAT. Your statement is electronic, and we store five years of transaction history for you.


POS portal:

Our POS portal allows merchant to view transaction details, track card transactions daily, weekly and monthly and compare to previous periods. Key stats are featured on a dashboard, giving you valuable insight and visibility of your card transactions. With this information at your fingertips, you’ll be able to predict seasonal trends and plan better. Merchants are able to export transaction data to Excel for detailed analysis and search for specific card transactions. You will also be able to update your profile on the POS portal, explore FAQs and click to call our Contact Centre straight from your phone.


Can I use a bank account other than my own personal/business account?

No, you may only use your personal bank account (if trading as a sole proprietor) or company business bank account. Our risk department will verify bank account details before you are able to accept card payments.


What do I need to do if I change my bank account?

In order to change your bank account you will need go to your profile page on the POS portal and email our Customer Support Centre. We will require proof of your new bank account that is not more than three months old to process this change. We also require a signed letter on a business letterhead by one or all of the original signatories requesting the change which must include:
• Old bank account details
• New bank account details


What do I need to do if I change my business entity?

You can change your business entity at no additional charge, simply provide the new business details. If you are changing from sole proprietor to company, you will need to provide IDs, proof of company registration, company banking details, resolution if there is more than one director, and proof of company address. If you are changing from company to sole proprietor, you will need to provide your ID, proof of residence and banking details. 


Can my card machine be used in other parts of Africa and internationally?

Not currently. We are only available in South Africa, however, we are looking at expanding into other parts of Africa. You can however, accept payments from all international cards.  


Why do certain transactions decline?

Due to various reasons. Some of which is provided in the decline description.

Troubleshooting


No connection when processing a transaction or when logging in?
• Test GPRS
• Check if device is on standalone mode


Recovering lost connection/ device is displaying “no connection”
• Press power button
• Press scroll down button
• Select 2 Test
• Press scroll down button till screen displays GPRS test
• Select 1 for GPRS test
• If SIM is installed correctly and there is a connection, the device screen will display “success”
• If SIM is not installed correctly or not installed, the device screen will display “pls check SIM”
• Press “X” to exit GPRS test screen


Last transaction status
• Press 3 for last transaction status
• The screen will show all details of the last transaction


Summary of transactions
• Press scroll down button
• Select 1 for summary
• Adjust to required date
• Press enter
• The screen will show the total value sale transactions for the specified date and the total value of void transactions for the specified date


Reset standalone mode
• Press power button
• Select 1 for mode
• Screen will display “Mode change to standalone mode”
• Press enter

ZipZap Wisepad

How do I send feedback on the App?
• Login the app
• Click menu (3 lines at the top right hand corner of your screen)
• Click “My account”
• Click “Settings”
• Click “Send feedback”
• Type in your query and Click send

How do I enable PIN login?
• Login the App
• Click menu (3 vertical lines at the top right hand corner of your screen)
• Click “My account”
• Click “Settings”
• Click “PIN login disabled” the display text will be “PIN login enable” when PIN login has been enabled
• Type in your PIN
• Select the checkbox to enable
• Click update
• You will have to restart your App in order to login with your PIN

How do I disable PIN login?
• Login the App
• Click menu (3 vertical lines at the top right hand corner of your screen)
• Click “My account”
• Click “Settings”
• Click “PIN login enabled” the display text will be “PIN login disabled” when PIN login has been disabled
• Select the checkbox to disable
• Click “Update”
• You will have to restart your App in order to login with your PIN

Can I process payments when my card reader’s battery is low?
No you cannot accept payments when device battery is low. You will not be able to click on “Accept Payment”

How do I see the battery percentage of my card reader?
The battery percentage will be displayed on the connection status bar

How do I know my card reader is connected to the ZipZap App?
A connection status bar will be displayed as green for a full battery life, amber for a moderate battery life and red for low battery life

How to pair my mobile phone with the card reader?
• Find the Bluetooth settings screen for your phone
• Ensure that Bluetooth is turned on
• Ensure that the ZipZap card reader is turned on and has a well charged battery
• If you are using an iPhone or iPad, you are ready to transact and can skip to connect your card reader to the ZipZap App
• Your phone should display a list of all previously paired devices, if any
• If the card reader is already in the list, remove it by selecting it and then unpair
• Hold down the Bluetooth button on the right of the card reader for a few seconds until the light on the right of the unit turns blue and flashes and the screen says “BT Pairing”. The card reader is now discoverable and waiting for your phone to connect
• On your phone select “Search For Devices” or similar
• After a few seconds the ZipZap or ZipZap xxx should appear in the list of available devicesNOTE: Please do not select the ZipZap LE device
• Select the ZipZap device and choose to pair the device
• A random number will appear on the screen of the ZipZap card reader and on your phone
• Verify that these numbers match and press OK on both the card reader and the phone

What can I do if I struggle to login?
Ensure that your mobile phone is connected to the internet.

How do I connect the card reader to the ZipZap App?
• Login to the ZipZap App
• Select “My Account”
• Select “Settings”
• Select “Card reader not connected” label
• Set “Clear default devices settings” to “Yes”
• Set “Disconnect all connected devices” to “Yes”
• Logout
• Pair you mobile phone with your card reader
• Login and connect to your card reader
• If you are still having trouble connecting your card reader to the ZipZap App contact our customer support for assistance
Wisepad G2

How do I recover my username and password?
Select the ‘forgot PIN’ option on the device.

How do I charge my ZipZap wisepad G2 device?
Charge the device by connecting the charging jack to the device using the USB cable provided.The battery status will be displayed at the top right corner of the screen.

Can you provide training to my staff?
Yes, our Call Centre agents are ready to take your calls and answer any questions you may have telephonically.If you require on-site training, a minimum fee will be charged depending on your location.A detailed user guide is provided when you receive your ZipZap device and is also available on the ZipZap website.

Can we process a refund on the device?
No.

If the device disconnects while processing a transaction, how do I confirm it the transaction was approved?
Check the last transaction status.

Can I manually generate a receipt?
No. A receipt is sent via SMS only at the time of processing the transaction. You will automatically receive the SMS receipt. If you opt to enter your customer’s cellphone number during processing, your customer will also receive the SMS receipt.

*++What is the warranty on my device?
The device comes with a 6 month warranty calculated from the date you receive the device.

Do I pay a delivery fee?
No, the delivery fee is included in the purchase price.

Wisepad G2+

How do I recover a lost connection?
• Press power button
• Press scroll down button
• Select 2 Test
• Press scroll down button till screen displays GPRS test
• Select 1 for GPRS test.
• If SIM is installed correctly and there is a connection, the device screen will display “success”
• If SIM is not installed correctly or not installed, the device screen will display “pls check SIM”
• Press “X” to exit GPRS test screen

How do I reset standalone mode?
• Press power button
• Select 1 for mode
• Press down if screen does not display “mode change to standalone mode”
• Screen will display “Mode change to standalone mode”
• Press buttonWhat do I do if there is no connection when processing a transaction or when logging in?
• Check if device is on standalone mode
• Test for GPRS

How do I know if a connection has been established?
When the orange LED light at the top of the device is flashing, the device is attempting to establish a connection. A connection has been established once the orange LED light stops flashing.

How can I add users onto my ZipZap Wisepad G2 device?
Send an email with the below details to our Call Centre team at support@zipzap.co.za:
o Merchant number
o Name of the business
o Cellphone number or the user you want to add

Once your request has been processed, a confirmation email will be sent to you.If no response is received with 24 hours after submitting your request via email, contact our Call Centre to confirm if they received the email.

Request to be provided with a reference number once the agent confirms receipt of your email.