FAQ's

Where does the money go?

If your device(s) is connected to either Elavon or AIBMS, donations are paid directly into the organisation bank account as cleared funds after 3 working days.

If you have an Elavon account, next day settlement can be arranged for just 30p per day.

For JustGiving funds are settled into your JustGiving account every 2 weeks.

Does the Charity receive any personal data?

No personal data is transferred during the contactless donation.

How will the donation appear on the donors’ bank statement?

Typically, the name of the charity will appear on paper or online statements within the transaction description.

If your device is connected via JustGiving, then JustGiving will show on the cardholders statement.

What if somebody would like to donate less than £1.00 and more than £100.00?

If a donor would like to give less than the minimum setting they will need to donate using cash. To give more, donors can tap their card on the contactless symbol again (ensuring there is at least 30 seconds between taps). If large donations are anticipated, please contact us to discuss alternatives terminals or technology. For example, we can provide QR codes which can be included on your box branding enabling larger donations online from smart phones.

Can a donor add gift aid to their donation?

No donor data is captured during the contactless transaction; however charities can claim back up to £2,000 (25% of £8,000) via HMRC under the Gift Aid Small Donations Scheme” without the usual declarations. For more information please visit - https://www.gov.uk/claim-gift-aid/smalldonations-scheme.

Should that donor be registered with MyGivingHub and they have provided a Gift Aid Declaration for your charity we will be able to provide you with the Gift Aid information to recover the uplift.

For more information regarding Gift Aid please contact our customer services department by email [email protected]

Do the donation boxes provide receipts?

No, receipts are not required for contactless payments and the same is true when taking a contactless donation.

What happens if someone presents their card twice by mistake?

When the donation boxes detect a card presence, it’s very obvious, so it will be difficult to double-tap and donate twice by accident. Most banks have rules in place in the event a card is presented twice by mistake and it is likely that the second donation will be blocked by the donors bank. If this happens, please advise the donor to check with their bank.

What if a donor needs a refund?

In the unlikely event that a donor needs to be refunded, this can be actioned via the CreditCall WebMIS system.

Can a contactless donation be declined?

If a contactless donation is declined this could be because the donor has insufficient funds in their bank account. Donations could also be declined if the cardholder has made several contactless purchases during a specified period.

How long does the battery last?

The portable, battery-powered devices are designed to last for 4-8 hours depending on the number of transactions. The charging port can be found on the back of the box, next to the on/off power button.

We recommend purchasing a power bank to give you an extra boost during the day.

Can I charge and use the terminal at the same time?

Yes, the terminals will work whilst charging. If the battery is completely drained, please wait at least 5 minutes after you start charging to power them on - this is better for the batteries and charging circuit.

How do I charge the portable terminal?

The portable terminal is charged via a micro USB port or USBC depending on the version you receive. This can be plugged into a normal socket, but also provides the versatility to be charged through a portable power bank.

Please switch the terminal off when charging or not in use.

How do I connect a LAN Cable in the Static LAN Terminal?

There are 3 small screws on the terminal that need to be removed. Once removed the casing will detach. You can then plug in the LAN cable and feed this through the hole at the rear of the machine. We do not provide LAN cables as standard due to the difference size requirements.

How can I see the terminal is connected?

When the terminal is connecting the ‘i’ indicator will be blinking on the top left of the screen. As soon as the ‘i‘ becomes static, the connection has been established with the network and the modem is working properly. Visibility of the static 'i' indicates the strongest signal. Please take care not to confuse this with a single bar signal strength.

How many offline donations can be taken it stops accepting transactions?

By default, no limits are set. The terminal can easily store 1,000+ transactions. We can apply a limit if required.

Is there a time limit as to how long offline transactions are stored?

Not necessarily, however we recommend uploading the transactions by the end of the day to maximise the number authorised. Transactions left in the device for longer than 24 hours will likely decline.

Important!

Please do not store the transactions unnecessarily; this could confuse the donor (and sometimes the charity) if they see the donation taken out of their account days / weeks after the donation was made.

Tampering and theft

All terminals can be remotely de-activated if stolen or or misplaced. They are designed with a number of security measures to minimise the risk of tampering.

Signal problems

If you are in a good signal area yet having difficulty connecting your box please check (1) the internal aerial has not worked loose and (2) the SIM card cover has not worked loose or become unlocked. Follow the LAN cable instructions for access.

SIM Card Replacement

In the event the SIM needs to be replaced, unscrew the box cover and place the new SIM in the special SIM slot. Please make sure that the metal part on the SIM card is face down. Follow the LAN cable instructions for access.

Who do I contact if I have a problem with my donation box?

Please contact Customer Services via email [email protected]

Firewall restrictions

Whilst the devices will connect to your network, its important you check with your IT department that your firewall isn’t restricting any of the necessary ports that need to be open to allow the device to connect to your network externally.

We can provide you with a copy of our Firewall Instructions however, a snapshot has been added below. As long as the firewall allows the following access the device should connect without issues:

Please make sure the firewall allows access to the following URLs:

• Terminal Management System – curo-api.payter.nl (port 3185)

• Transaction processing Acquirer - https://live.cardeasexml.com (port 443)

Some additional information to help you:

• Packet Size – This is between 5-8mb monthly which is about 1000 transactions

• Payment Provider Name – CreditCall

• Source IP –The terminal received the source IP from the internet connection which the terminal is connected with. Therefore, we do not know the Source IP

• Destination IP –This is 91.197.93.250. This is the IP address from CreditCall

• Protocol –The Protocol for the Terminal is AutoScan

• Ports to open - Terminal Management System – curo-api.payter.nl (port 3185) + Transaction

• Processing AIBMS/Elavon - https://live.cardeasexml.com (port 443)

We are not able to assist in the configuration of your firewall. This is something which is internal to your organisation and so you will need to engage with your IT department if the device cannot communicate through your network when first connected.

How should I prepare for an event

Define one or two central contacts (coordinator) who have access to the CreditCall WebMIS gateway or your Merchant Portal. They can verify whether the device connects, and donations are being processed.

Preparations before the event:

• Ensure that the device is fully charged

• Verify that the device has signal/connected to LAN

• Check whether the amounts are set correctly on the device

• Check you have a power bank handy if there isn’t mains power (don’t forget to take your charger

• When fundraising at a specific location, verify the signal strength. Two (2) bars is fine

• If uncertain, a test transaction can be performed – we recommend using both a Visa and Mastercard card to check. Once the transaction has been received in the CreditCall WebMIS gateway the coordinator can void off the transaction, so no funds are debited from the card.

Preparations after the event:

It is possible that during the day some transactions may be stored in the device. Please make sure you connect the terminal at the end of the day to a charger and turn them on at a location which has enough GPRS coverage (2 to 3 bars minimum) or connect via LAN.

The device will upload all transactions which might be stored on the device to the bank. You can view your uploaded donations in CreditCall WebMIS. The coordinator should be able to run a report in WebMIS to verify the transactions processed and they can provide feed-back about the funds raised to their teams.

This is not a definitive list but some top tips to help you prepare for an event.