Frequently Asked Questions

Get support

My terminal is displaying 'Please Send Package' and I cannot process any transactions

This happens when your terminal doesn’t settle the night before. This means that your funds weren’t sent to the bank. In order to fix this you’ll need to settle your terminal by carrying out the following steps:

  • Press menu (top right button).
  • Select settlement (option 2).
  • A settlement will be performed and terminal will print out an end of day statement.
  • You will now be able to use the terminal as normal.
I need to add additional functions to my terminal

Please contact our support department on 0800 085 3867 or send an email to our support team in the form below to have functions added.

*Please be aware that for some functions additions there is a requirement for risk assessment. We may require some documentation. 

My terminal is unresponsive
  • Simultaneously hold down the yellow button and decimal point.
  • The terminal will then restart.
  • Terminal should now function normally.


* If you have further difficulties please contact our support department on 0800 085 3867

I am changing internet provider and have a broadband enabled terminal

Once you have changed to your new provider please contact our support department on 0800 085 3867 and we will configure the changes for you. Alternatively send an email to our support team in the form below.

How do I access my monthly statements and bills?

You can access the business resource centre by clicking here.

  • To log in for the first time click on the “create account link”, enter your merchant account number and the last 4 digits of the bank account provided on your merchant application
  • If you have logged in before please use the email provided at time of sign up and your password.
I am receiving response codes when transactions are rejected

Transactions can be rejected for a number of reasons the primary reasons are as below:

  • 01 – Contact support – This is when an authorisation code is required from the card issuer’s bank and can be obtained by contacting the customer support team.
  • 51 – Insufficient funds.
  • 05 – Do not honour – Please refer card holder to card issuer.
  • 17 – Card has been removed before transaction has completed or red button has been pressed and transaction cancelled.
My end of day settlement print out states invalid balances

This is related to code 17 where transactions have been interrupted, all successful transactions will have processed correctly.

My terminal is not printing receipts or receipts are blank

All Card Pay from the AA terminals are thermal printers, so the paper can only be loaded in in one way.

  • Lift the clip at the front of the terminal so a roll can be inserted.
  • The roll needs to be inserted so it is facing away and paper is fed from the top of the roll.
  • Once inserted correctly you will be able to print receipts as normal.

If receipts are still not printing:

  • Lift the clip at the front of the terminal again
  • There is a roller on the front of the terminal with a black cog on the right hand side; if this cog is missing you will be unable to print receipts.
  • Please contact our support department
Still need help? Call 0800 085 3867
Or send a mail below