Covid-19: We want to keep you updated on our approach during these difficult times. Read more

 

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Setting up your Account

  • Welcome

    To help you get started in processing card payments for your business, here are three things you need.

  • Online payments

    The Elavon Payment Gateway (EPG) enables you to take payments online and is the online equivalent of a card terminal in a shop.

  • Protect your business

    As a business taking card payments, you have a responsibility to keep your customers’ card information safe.

  • Understanding your statement

    Understand your statement by clicking the icon on the example, which will give you an explanation of key parts of your statement.

  • Chargebacks

Customer Centre

TV Tutorials

  • Overview

    View our handy videos on how to fix terminal issues, use our online reporting tool and see some of our solutions to help you run your business.

  • Elavon Connect explainer

    Get quick and easy online access to statements, reports, account management tools, product alerts and more. Elavon Connect saves you time and provides a comprehensive view of all your payment processing activity.

  • Terminal explainer

    Installing the terminal is simple. Once you’ve completed the setup steps in this video, you’ll be ready to start processing transactions.

  • Poynt explainer

    Poynt is the new payment solution that will change the way you think about card payments forever.

  • Tablet till solutions

    View our handy videos on how to fix terminal issues, use our online reporting tool and see some of our solutions to help you run your business.

  • Secured by Elavon

    We live in an age where criminals don’t need to be present to take advantage of your business. Complying with PCI standards is good evidence that you're complying with GDPR.

  • Dynamic Currency Conversion

    How to use Dynamic Currency Conversion

User Guides

  • User Guides hub

    Step-by-step instructions on how to use specific functionality.

  • Point of sale

  • Poynt - Smart Terminals

  • Dynamic Currency Conversion

  • Mobile solutions

    As a business taking card payments, you have a responsibility to keep your customers’ card information safe.

  • Converge

    The back office training user guide to managing all of your payments easily and securely in one place through the hosted payment solution.

  • Smartlink

    Link your card terminal to your till, improve your customer experience and simplify your end-of-day processes.

  • Gift Cards

    Gift cards rank high on many gift lists and make great corporate and customer incentives. Gift card transactions provide a better sales experience for both you and your customers while increasing your profit margin and creating return customers. Think of gift cards as portable billboards for your business.

  • Data Security

    As a business taking card payments, you have a responsibility to keep your customers’ card information safe.​

  • Business finance

    Our super-flexible business finance offers a quick and easy process for you to unlock your cashflow with a cash advance.

customer centre

News

  • Customer News hub

    Stay up to date with industry news, developments in technology and changes in regulation.

  • Customer updates

    Read all the latest customer updates and changes from Elavon UK.

  • Data security

    All the latest news about data security from Elavon.

  • Card brand changes

    Read important card brand changes, which will have an impact on how you process your Visa and Mastercard transactions.

  • Customer Satisfaction

    We welcome feedback - good and not so good. Being human, we of course prefer a compliment, but if the feedback is negative we don’t ignore it.

  • Covid-19: here to help

    In this area, you’ll find a range of advice, offers, and practical tips to help as we face this together.

customer centre
alt UK
alt UK

What you tell us about our service

We welcome feedback - good and not so good. Being human, we of course prefer a compliment, but if feedback is negative we don’t ignore it. Problems get escalated, relevant departments and teams get together and we work to resolve the issue, and improve the process where necessary.

When you talk to us, we listen.

We’re constantly striving to be better, so as well as reacting to your feedback, we actively seek it in our customer surveys.
We offer these to every one of you who contacts us after any interaction with our customer support team.

Here’s some of the recent things we’ve learned from those surveys.

Being attentive is more important than being hasty

We answer 95% of calls to us within 15 seconds, yet we never rush you. We’re mindful that the range of queries in our industry can be vast, so we allow as much time as you need.

We track this monthly to see if we need to make adjustments. As a result, recent changes we’ve made include:

  • Recruiting and training more people to be available to help you. Which saw us improve from answering 80% of calls in 20 seconds to 95% in 15!
  • We’ve also increased the autonomy of our colleagues taking your calls so there is less need to ‘refer-up’.
Mondrian Hotel reception
Mondrian Hotel reception

Problem solving 

The payments industry is complex. You know that - it’s why you came to Elavon to help you. Our technical support teams are available 24 hours a day, seven days a week, with our customer service team open 8am-8pm five days a week. When you call, we’re ready to help. From discussing your first statement to supporting you through the process of a chargeback, should you ever face one!

We resolve 9 out of 10 calls the first time you contact us – but because of the breadth of topics you call us for some do take longer than others, and sometimes involve a follow-up. 

Customer Satisfaction

We’re always aiming for a full five out of five. But in an industry that’s (rightly) heavily regulated to protect you, there are often changes we play a role in implementing even when we haven’t devised them. Sometimes that reflects in feedback and impacts on us, in the middle. We understand that. It is part of being your payments partner and part of the financial services world we operate in.

Recent regulatory projects included the European Payment Services Directive 2 (PSD2), Secure Customer Authentication (SCA) and Customer Due Diligence (CDD).

Mondrian Hotel reception

Your reliable, resilient and ready-to-help payments partner

When a virus no-one can see made us change in ways you didn’t notice.

Support is available on
0818 202 120

·  Technical support is available 24/7 (Choose option 1)

·  Customer care is available 8am-8pm Monday to Friday (Choose option 2)

·  For supplies (Choose option 3)

 

We’re also expanding the ways you can
reach us when things aren’t urgent:

·   You can now request a call back within 48 hours.

·   You can email queries@elavon.com

If you’re with another payments provider and reading this has you thinking
‘why aren’t I with Elavon Europe?’ then talk to us.