Free guide
Card machine support: who to contact
Once you are live, the provider you signed with runs your merchant account and its support line, so a terminal fault, a missed settlement or a chargeback goes to the provider first. MerchantHQ is a comparison and introducer service; we do not run merchant accounts or provide ongoing support. This guide sets out who to contact for each problem and what to ask for.
Who does what
Your provider
The provider you signed with runs your merchant account, its support line, settlement, hardware and disputes. Your merchant agreement is with the provider, so account questions go to them first.
MerchantHQ
MerchantHQ is a comparison and introducer service. We do not run merchant accounts or provide ongoing support. Contact us about the site or a quote enquiry you sent, or send a new enquiry if you want to compare quotes again.
Who to contact, by problem
| Problem | Contact | What to do |
|---|---|---|
| Terminal down during trading hours | Your provider's support line | Restart the terminal, check the connection (Wi-Fi, 4G or Bluetooth pairing) and the provider's status page, then call the provider. Ask about a replacement unit if it is a hardware fault. Our runbook: /help/my-card-machine-isnt-working/. |
| Chargeback notification received | Your provider's dispute team or dashboard | Note the reason code and the response deadline, gather the evidence the reason code needs, and submit your response through the provider before the deadline. Our guide: /chargebacks/. |
| Settlement missed or delayed | Your provider | Check whether it is a bank holiday, a risk review hold or a bank-detail issue. Ask the provider in writing for the reason and the expected release date. If funds are held, see /help/acquirer-froze-my-funds/. |
| You think your rate is too high | Your provider, with a competing quote | Work out your effective rate from your statements, compare it with published rates, and ask your provider for a review. Our guide: /rate-reviews/. |
| Contract or exit-fee question | Your provider (and your signed agreement) | Read the notice period, minimum term and exit-fee clauses in the agreement you signed. Ask the provider to confirm the exit fee in writing before you give notice. Our guide: /switching-help/. |
| Account frozen or closed | Your provider, then the Financial Ombudsman Service | Ask for the reason and the held balance in writing, make a formal complaint, and refer it to the Financial Ombudsman Service after 8 weeks or a final response if the provider is in its remit. Our help centre: /help/. |
Before you sign
Support quality is part of the deal. Compare it like the rate.
When you compare quotes, ask each provider how you reach support, its hours, and how fast a faulty terminal is replaced. Our broker partner works to return 2 to 3 matched quotes so you can compare them side by side.
Get 2 to 3 matched quotesFAQs
Does MerchantHQ give me an account manager?
No. MerchantHQ compares card-payment providers and passes your quote enquiry to our card-payments broker partner, which works to return 2 to 3 matched quotes. Once you sign, the provider you choose runs your account and its support. Some providers assign their own account manager, usually at higher card volumes; ask the provider what support comes with your plan before you sign.
What does the provider handle vs what I handle?
The provider handles card authorisation, settlement, hardware, its own identity and risk checks, and the dispute process with the card schemes. You handle your side of a dispute (the evidence), keeping to your contract terms, and deciding when to ask for a better rate or switch.
What should I ask a provider about support before I sign?
Ask how you reach support (phone, chat, email), its opening hours, how quickly a faulty terminal is replaced, whether you get a named contact, and how disputes are handled. Get anything important in writing, because the support terms sit in the provider's agreement.
How much does MerchantHQ cost?
Nothing. Our card-payments broker partner, Merchant Advice Service (Fena for peptide businesses), pays us a fee for each quote introduction; acquirers do not pay us commission on quote enquiries. How we are paid is set out at /how-we-are-funded/.
MerchantHQ is owned and operated by Best Business Loans Ltd, directed by Oliver Mackman. Last updated: