blink (London)

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London

N1C 4AQ

blink (Manchester)

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M4 1BD

Help Centre FAQs

Account Admin

If you wish to change your current bank details for credits, debits or both – please provide the following information and send this to support@fidelitypayment.co.uk and aibinvestigations@aibms.com.

 

You must have the name of the merchant account and the merchant ID in the email's subject line. 

 

  1. Please download and fill out the AIB Direct Debit Mandate Form.

  2. Please provide one proof of bank; any of the following can be submitted as proof of bank, but must be dated within the last six months: 

  • Voided Cheque 

  • Account Statement 

  • Email sent from bank domain 

  • Screenshot from online banking account (URL or padlock must be visible) 

  • Account number & sort code/IBAN, correct name, bank logo

Please note the following cannot be submitted as proof of bank:  

  • Bank Card

  • Screenshot with no URL 

  • Any document where the name is not fully visible

  • Illegible document 

  • Editable document (e.g. MS Word) 

 

  1. Your change of bank request must be made in writing, signed by a current company director, in the form of a cover letter (This must specify credits, debits or both).

AIB Direct Debit Mandate Form Download 

     I use AIB as an acquirer; how do I change my bank details? 

If you wish to change your current bank details for credits, debits or both, please provide the following information and send this to support@fidelitypayment.co.uk and MFM@elavon.com.

 

 You must have the name of the merchant account and the merchant ID in the email's subject line. 

 

  1. Please download and fill out the Change of Bank Details . 

  2. Please provide one proof of bank; any of the following can be submitted as proof of bank, but must be dated within the last six months: 

  • Voided Cheque 

  • Account Statement 

  • Email send from bank domain 

  • Screenshot from online banking account (URL or padlock must be visible) 

  • Account number & sort code/IBAN, correct name, bank logo

Please note the following cannot be submitted as proof of bank:  

  • Bank Card

  • Screenshot with no URL 

  • Any document where the name is not fully visible 

  • Illegible document 

  • Editable document (e.g. MS Word) 

Change of Bank Details Form

     I use Elavon as an acquirer; how do I change my bank details?

If you wish to change your address details, please provide the following information, and send this to support@fidelitypayment.co.uk

 

You must have the name of the merchant account and the merchant ID in the email's subject line. 

 

  1. The change of address request must be made in writing, signed by a current company Director, in the form of a cover letter.

  2. Please provide one proof of address, as per the infographic, dated within the last six months. 

An email from you with the change of address request. 

View Here

     I use AIB as an acquirer; how do I change my address details?

If you wish to change your address details, please provide the following information and send this to support@fidelitypayment.co.uk.

Once Elavon has received the correctly filled and signed form, the requested change will be actioned within five business days. 

 

You must have the name of the merchant account and the merchant ID in the email's subject line. 

 

Please download and fill out the Change of Address form below. 

Download Here

     I use Elavon as an acquirer; how do I change my address details? 

A change of legal entity occurs in the following scenarios;

  • A limited company is being dissolved, so the business has incorporated a new limited company with a unique company registration number that should be searchable on Companies House.

 

  • A merchant who opened their MID as a sole trader/partnership/limited company now needs to use a bank account under a different entity (i.e., sole trader, now a limited company or vice versa).

 

  • A new owner at the business site would like to take over the existing contract for the card payment system (gateway or physical terminals) with a different legal entity. 

 

To start changing the Legal Entity, please download and fill out the questionnaire and send this to support@fidelitypayment.co.uk.

You must include the name of the merchant account and the merchant ID in the email's subject line. 

Changing Legal Entity Form

     How do I change the Legal Entity?

If you wish to open an additional Merchant ID to process with, download and complete the Additional MID Questionnaire, once completed, send via email to support@fidelitpayment.co.uk. Include the name of the merchant account and the merchant ID in the subject line of the email. 

     How do I open an additional Merchant ID? 

Help Topics

Simply click below for information and help videos from our Support team.

Glossary of terms

Authorisation Code :

 

A code that notifies you that you have obtained the authorisation for a specific card transaction. Note: You should print this on the sales draft

AVS (Address Verification System) : 

 

In 1996, Visa®/MasterCard® headquarters introduced a new regulation requiring all businesses who manually key in the majority of their credit card transactions to have a special fraud prevention feature on their credit card processing equipment. This feature is referred to as an address verification system (it checks to see that the billing address given by the customer matches the credit card). If you opt not to use AVS, VISA® and MasterCard® will not support your transactions and will charge you an additional percentage on those sales.

Chargeback :

 

A charge back occurs when a card holder disputes a credit card transaction with his or her credit card issuer. The card issuer initiates a charge back against the merchant account. The amount of the disputed transaction is immediately withdrawn from the merchant’s bank account, and the merchant has 10 days in which to dispute the charge back with proof of purchase, signature, proof of delivery, etc. A charge back is ultimately decided and resolved by the card association. A charge back fee is usually assessed to the merchant on top of the actual transaction. See also retrieval request.

Currency conversion: The process by which the transaction currency is converted into the currency of settlement or the currency of the issuer for the purpose of facilitating transaction authorisation, clearing and settlement reporting. The currency of the transaction is determined by the acquirer; the currency of the issuer is the preferred currency used by the issuer, and most often, the currency in which the cardholder will be billed.

Floor limit :

 

A specific limit used to determine which card transactions you must authorise. If your business has a floor limit of £1,000 — you must get authorisation for any transaction over that amount. Note: All airline, telephone, and mail order transactions must be authorised, even if the amount is under your floor limit.

Holdback/ reserve :

 

A portion of the revenue from a merchant’s credit card transactions, held in reserve by the merchant account provider to cover possible disputed charges, charge back fees, and other expenses. After a predetermined time, holdbacks are turned over to the merchant. Note: Merchant account providers almost never pay interest on holdbacks.

Issuing bank :

 

The bank that maintains the consumer’s credit card account and must pay out to the merchant’s account in the event of a credit card purchase. The issuing bank then bills the customer for the debt.

Merchant Account :

 

A specialised bank approved and issued account to process credit card transactions. One of three parts needed to accept credit cards. Other parts required are a local bank business account (to deposit funds) and a processing solution (to access your merchant account) such as a terminal or gateway.

Merchant Identification Number (MID number) :

 

The number a financial institution assigns to a merchant to identify your business.

Monthly minimum :

 

This is a fee that is imposed if your credit card charges (Discount Rate) do not add up to their monthly minimum amount. For example, your monthly minimum is £25 a month. If your credit card discount rate was 2.25% and you processed £1000.00 in credit card volume, £22.50 is charged to the account plus an additional £2.50 (the difference between the £25.00 minimum and actual discount fees).

Also: The minimum amount in fees and percentages charged by a merchant services provider in a given month. If account activity does not generate the monthly minimum, the account holder must make up the difference.

Payment gateway (see also – real-time processing) :

 

The code that transmits a customer’s order to and from a merchant’s bank’s transaction-authorising agent — usually a MAP (merchant account provider). See also payment gateway provider.

PCI Compliance :

 

PCI rules prohibit the storage of cardholder information. All merchants and service providers that store, process, or transmit cardholder data are required to comply with PCI DSS. Compliance is not optional. Even the smallest businesses are required to complete an annual self-assessment form, implementing the 12 basic PCI requirements.

Receipt :

 

A hardcopy document representing a transaction that took place at the point of sale, with a description that usually includes: date, merchant name/location, primary account number, amount and reference number.

Retrieval request :

 

A retrieval request is what happens when a cardholder cannot remember a credit card transaction, or the bank wants to order information for some reason. The card issuer initiates a retrieval request, in which the merchant has 10 days to respond with the order information or the retrieval request will turn into a charge back. There is usually a retrieval request fee issued against the merchant also in these cases.

Settlement :

 

The process by which merchant and cardholder banks exchange financial data and value resulting from sales transactions, cash disbursements and merchandise credits.

Billing

If you are missing an invoice or looking for an old invoice, you can find this in your Blink portal under 'My Account.' 

 

Select the Merchant ID of the invoices you want to view, and your invoices will display in the Invoice section below.

     Help, I'm missing an invoice? 

AIBMSC – this stands for AIB Merchant Service Charge. 

You can access your AIBMS Statements via AIB Insight – this is linked with the account's primary contact. 

Contact AIB's helpdesk to see if you can get set up with this access. 

     What is AIBMS? 

EMS – this stands for Elavon Merchant Services. 

 

You can access these charges and your Elavon Statements via Elavon Connect – this is usually associated with the account's primary contact. 

 

You can, however, contact Elavon's helpdesk to see if you can get set up with access. 

 

Additionally, follow the website link below and click 'Register Online', and Elavon will send you login credentials. 

https://www.elavonconnect.com/ui/#/eu/en_GB/login/register 

     What is EMS? 

Terminals

To perform a troubleshoot on your terminal, you will need to identify whether your card terminal has GEMS or TMS software, find out which software is assigned to your terminal by logging into your Blink account, and select your merchant account under the terminals heading your terminal software will show. 

     How to identify the software on my terminal? 

You can perform a MAC Key Reset when the terminal loses connection to your acquiring bank.

Follow the subsequent steps to achieve a 'Function 32' MAC Key Reset:

  • Press the Menu button twice

  • Press enter on 'Select Function.'

  • Key in '32' and then press enter

  • Enter your Supervisor Code when prompted

 

The MAC Key Reset should be complete.

     What is a MAC Key Reset, and when do I need to use it? (GEMS) 

You can perform a MAC Key Reset when the terminal loses connection to your acquiring bank.

Follow the subsequent steps to achieve a MAC Key Reset: 

  • Press the Menu button twice

  • Select Supervisor from the options 

  • Enter your supervisor code 

  • Select password on the subsequent menu 

  • Select MAC reset 

The MAC Key Reset should be complete. 

     What is a MAC Key Reset, and when do I need to use it? (TMS) 

Each terminal has a default Supervisor Code of 1212. If your terminal's Supervisor Code becomes locked, please call or live chat with us. Be ready to provide the named contact on file to pass the security measures.

 

To change the Supervisor Code from the default 1212, you must complete a 'Function 34' on the terminal by following the subsequent steps:

  • Press the Menu button twice

  • Press enter on 'Select Function.'

  • Key in '34' and then press enter

  • Enter your Supervisor Code twice in succession

     How do I locate my Supervisor Code, and how can I reset it? (GEMS)

  • Begin by searching the TID on TMS

  • Select supervisor code 

  • Press control file download

  • Select save 

  • Your code should update to 01483

  • Follow the hidden menu to do a TMS call: in quick succession, press the menu button 

  • Press 1 

  • Press the yellow button 

  • Enter the last three digits of your serial number 

  • Enter the first five digits of your serial number

     How do I locate my Supervisor Code, and how can I reset it? (TMS) 

An End-Of-Day report will enable you to send all your recorded transactions to your acquiring bank to be reconciled.

The following steps will enable you to do so:

  • Press the Menu button twice

  • Select the banking function on the terminal

  • Enter your Supervisor Code

  • A long receipt will all transactions will be printed out for your End-Of-Day report

     What is an End-Of-Day report, and how do I create one?

  • Both the IWL252 and ICT250 terminals have IP (Broadband) and PSTN (Telephone) compatibility. If an issue with your preferred connection arises, you can switch comms to an alternative method. To do so, you must run a function 87 as follows: Press the Menu button twice.

  • Press enter on Select Function.

  • Key in' 87' and then press enter

  • Enter your Supervisor Code

  • Select either Telephone PPP or Local Network

     Why would I opt to switch comms, and how can I do so?

The terminal will ask for a dial prefix (the first set of digits after a telephone number's country and area codes). These are most commonly 9 or 1208. If the prefix is different, please verify with your telephone provider. Once this is confirmed, please allow the terminal to complete a download for the switch. A receipt will be printed out after downloading the confirmation of the switch.

     Telephone PPP

The terminal should start downloading straight away. If there is a three squares box icon with an outer green colour, the terminal is connected via IP. Once confirmed, please allow the terminal to complete a download for the switch. A receipt will be printed out after downloading the confirmation of the switch.

     Broadband IP

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Blink is a trading name of Fidelity Payment. 

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