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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

    Disputed transactions often lead to a complicated chargeback process. Reduce the hassle and cost of chargebacks with our best practice guidance.

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

    We take the time to evaluate your particular business situation and match you to the best solution for your unique needs. Our range of tools, products, and solutions will simplify your life and increase the profitability of your business.

  • Poynt - Smart Terminals

    Poynt is the new payment solution that will change the way you think about card payments forever. With sleek lines and large colour touchscreens, Poynt is a beautifully designed device which brings together a totally connected payments experience and a suite of brilliant business tools.

  • Dynamic Currency Conversion

    Dynamic Currency Conversion (DCC) is a service that enables international Visa® and MasterCard® cardholders in over 60 currencies the choice to pay the bill in their own currency rather than the currency of the country that they are visiting.

  • Mobile solutions

    MobileMerchant turns your Smartphone or tablet into a mobile payment terminal. Now you can accept payments anywhere and anytime, to give your customers the great level of service they expect and deserve.

  • 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.

  • Tax-free shopping

    When combined with Dynamic Currency Conversion from Elavon, the Tax Free Shopping Service automatically recognises cardholders who are eligible for international tax refunds. It enables customers who are non-EU residents to reclaim international tax duties on the purchase of goods using all major credit and debit cards

  • Data Security

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

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 Ireland.

  • 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.

customer centre
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Customer Services

Monday - Sunday

24 hours a day

0818 20 2120

For technical and terminal query: choose option 1

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You can find more information and guides in our Customer Centre.

User Guides

 

We've prepared multiple videos that will make using your card machine even easier

TV Tutorials

 

 

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Customer Services

Monday - Sunday

24 hours a day

0818 20 2120

For technical and terminal query: choose option 1

alt

 

You can find more information and guides in our Customer Centre.

User Guides

 

We've prepared multiple videos that will make using your card machine even easier

TV Tutorials

 

 

Form Ends
alt

Customer Services

Monday - Sunday

24 hours a day

0818 20 2120

For technical and terminal query: choose option 1

alt

 

You can find more information and guides in our Customer Centre.

User Guides

 

We've prepared multiple videos that will make using your card machine even easier

TV Tutorials

 

 

Form Ends

User Guides

Data security

Our flexible, scalable security solutions and services help mitigate risk and create safer payment systems. They will help you simplify your life and reduce scope for PCI Compliance.

Secured P2PE PIM for Tetra   

Secured P2PE PIM for Telium 

Getting Started with P2PE 

We’ve designed our P2PE Solution to be as simple to deploy and use as possible, whilst offering you a secure, PCI DSS compliant P2PE solution. 

Your Secured P2PE solution includes a P2PE Instruction Manual that needs to be closely adhered to for PCI DSS compliance. 

Secured P2PE - Devices

The terminals listed below are used for the Secured P2PE solution. 

Please ensure the terminals you use match the terminal models in the list. – for further information on the terminal types please refer to sections 2.1 & 2.2 in the P2PE Instruction Manual (PIM). 

Desk/5000 Desktop Terminal 

  • Supports IP connectivity
  • Either with or without Lane/3000 PIN Pad

Lane/3000 PIN Pad 

  • Either Semi-integrated into POS or connected to the Desk/5000

Move/5000 

  • Supports Wi-Fi, Bluetooth & 3G

ICT250 Desktop terminal 

  • Supports IP & PSTN connectivity
  • Either with or without IPP350 PIN Pad (see below)

IPP350 PIN Pad 

  • Either Semi-integrated into POS or connected to the ICT250 Desktop

IWL25X Series 

  • IWL252 Bluetooth
  • IWL255 3G
  • IWL258 Wi-Fi

If you have any questions about this, please contact us.

Delivery Email 

Before you get your terminal(s) delivered, you will receive an email from our courier containing: 

  • The serial numbers of your terminals
  • The serial numbers of any terminal packaging

This may include Tamper Evident Envelops depending on the delivery method used (see ‘SecureTerminal Delivery’)

For full details please refer to section 4.2 in the P2PE Instruction Manual.

Secure Terminal Delivery 

We will confirm the dates and delivery method with you by email. The three delivery options for terminals

Delivery Type

Process

Engineer On-site 

Configuration and Installation 
  • An Engineer will deliver your un-configured devices to your chosen location(s). 
  • You need to refer to the email you received with the terminal details and cross-check this against the terminals you receive. You should also check for any signs of tamper (see Check for Tamper- Delivery below). 
  • Once all checks are successfully completed, you can instruct the Engineer to configure the devices on your premises. 

Engineer 

Pre-Configured Installation
  • An Engineer will pre-configure your devices prior to delivery. 
  • Devices will be sealed within a Tamper Evident Envelope and placed inside the original packaging. 
  • You need to use the email you received with the terminal details to cross-check against the terminals you receive. You should also check for any signs of tamper (see Check for Tamper-Delivery below) 
  • Once all checks are successfully completed, you can instruct the Engineer to proceed with the on-site installation. 

Courier 

Pre-configured Delivery 
  • Devices will be pre-configured, sealed within a Tamper Evident Envelope and placed inside the original packaging. 
  • When you receive the terminals, check they match the terminal details in the email that was sent to you. Also checking for any signs of tamper (see Check for Tamper below). 
  • Our helpdesk will contact you within 24 hours to help you set up your devices. 

 

For full information on delivery methods please refer to section 4.2 in the PIM.

Check for Tamper - Delivery 

When your devices are delivered, before they are installed and used, please check that there is no evidence of tamper: 

  • Match the serial numbers of the devices and the packaging to ensure these match the details received on the email. 
  • Ensure the packaging has not been damaged and that the tamper evident sticker is still in place – unless you have an Engineer Pre-configured or Courier pre-configured delivery then these stickers will be open in line with Section 4.2 in the PIM 
  • Ensure there are no rips or any other sign of damage that will jeopardise the integrity of your devices. 

If there are any signs of tamper or if the serial numbers of the devices and/or packaging does not match, please contact us immediately.

Device Installation 

Your delivery method determines how your devices will be set-up:

Delivery Type

Details

Engineer On-site Configuration

The engineer will install the devices following the security checks of device serial numbers and tamper

Engineer Pre-Configured

Devices are delivered to you pre-configured (in a secure PCI compliant location) 

Once all on-site checks have been completed, the engineer will set up the devices 

Courier Delivery

Devices pre-configured (in a secure PCI compliant location) and delivered to you by courier. 

 

Further information can be found in section 3.1 of the PIM.

POI Inventory 

An important part of PCI DSS compliance requirements for a P2PE solution, is to keep a full inventory for your Point of Interaction (POI) devices; this must include all devices (whether they are installed or awaiting deployment). Please refer to Section 2.3 of the PIM for full details. 

Your inventory should include all terminals, including those that have not been deployed. Any changes to your POI estate must be updated in your inventory table by the end of the next working day. Full details of the POI inventory can be found in Section 2.3 in the PIM. 

When you receive the PIM you will also receive a Sample Inventory Table which you may want to use. If you wish to create your own inventory table, please refer to the PIM for more information. 

Annual POI Inspection

Once a year you must complete a full check of all payment devices, ensuring there is no evidence of tampering, and they are all present and authorised. Any issues identified in the annual POI inspection must be reported to us immediately.

For full details please refer to Section 2.3 in the PIM.

Reporting Issues and Technical Troubleshooting 

For any issues with Secured P2PE, please contact the appropriate helpdesk where one of our technical support team members will help you.

PCI Best Practice

The Payment Card Industry Security Standard Council (PCI SSC) has provided best practice steps for becoming and remaining PCI complaint. These are listed below and can be found on the PCI Council’s website: www.pcisecuritystandards.org

  • Best Practice Guide for Maintaining PCI Compliance - Go to the Documents Library section and search Best Practice, and select PCI DSS V3.0 Best Practices for Maintaining PCI Compliance 
  • Skimming Prevention: Best Practice for Merchants – Go to Documents Library section and search Anti-skimming, select Skimming Prevention: Best Practice for Merchants 

Both of the above documents are also linked to in the PIM

  • PCI DSS V3.0 Best Practices – Section 3.2 
  • Anti-Skimming Section 5.1 

Frequently Asked Questions/Troubleshooting

  • Yes, any customer using a P2PE solution must be issued with a P2PE Instruction Manual(PIM) as part of the PCI DSS regulations. You must follow the details of Elavon’s PIM to be compliant with P2PE requirements.

  • You must contact Elavon’s helpdesk immediately if you notice any evidence of tamper. We will work with you to isolate the rogue device(s) and issue replacements where required. 

  • Although P2PE solutions offer the highest level of PCI security you must still complete necessary steps required to becoming fully PCI Complaint. As well as following the PIM, you work with your chosen Qualified Security Assessor (QSA) or complete the necessary Self-Assessment Questionnaire (SAQ).

  • If you have any technical issues or notice any issues that you think may jeopardise your P2PE solution please contact the technical helpdesk.

     

    Region

    Number

    United Kingdom

    0345 850 0195 (Option 1)

    Ireland

    1 818 20 21 20 (Option 1)

    Poland 

    22 306 03 16 (Option 1)

Let's talk - we're here to help

Customer Services

IRE: 0818 202 120

Monday-Friday 08:00AM-18:00PM GMT

Technical & Authorization Support available 24/7. Please have your Merchant ID (MID) number ready whenever you call us.

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