Frequently asked questions

You will receive your terminal after Merchant Identification (MID) approval. We will communicate this approval to you in a welcome email, containing your MID and expected device delivery date. If there are delays, you can reach out to customer care with your MID to track the shipment of all device types.

For a successful terminal setup, please review the pre-installation checklist to ensure minimal disruption to your business. ​Our card machine tutorials cover everything you need know to start taking card transactions – you can find these on PaymentStart. For quick setup, follow the instructions for your device on these pages:

• PaymentStart for talech: https://learn.paymentstart.com/getting_started_talech_en
• PaymentStart for all other devices: https://learn.paymentstart.com/getting_started_us

If you have issues setting up your device, we are happy to assist in several ways. For self-servicing, you can check out our Device Support resources – these include robust guides on common questions and troubleshooting.

• For talech devices: Troubleshoot via PaymentStart or call our training team at 1-888-995-1998.
• For all other devices: Troubleshoot via PaymentStart or call our training team at 1-866-365-0198.

If you call, have your MID number ready and your device on-hand so we can walk through the setup with you and troubleshoot any issues.

For complete information on additional hardware, please contact your sales representative.

If you do not use any of our faster funding services, you should receive funding within 1 – 3 business days after you settle your transactions. If you are having issues settling your transactions, follow the steps in Payments Insider. If you still missing deposits after 3 business days, please contact customer care – funding delays may be caused by holidays and security reviews. 

When transactions are disputed by a cardholder or issuer, you may face a costly chargeback process. We understand how difficult chargebacks are and we will help you manage and avoid them for all types of transactions. Our chargeback guidance emphasizes card scheme compliance and customer confidence: rely on us to help you prepare for and overcome chargeback challenges without compromising your customers' shopping experiences.

If a chargeback occurs, we will notify you via letter, fax, or email based on the preferences you selected during account setup. This communication will contain details about the chargeback and advise you on next steps. You can also use reports in My Payments Insider to view chargebacks.

To start the dispute process, please contact our Chargeback team by calling 1-866-600-5008 or emailing chgback@elavon.com.

Please reach out to customer care so we can review the fraudulent transaction details and escalate for resolution. We can also help you deactivate equipment if needed. For more tips on preventing and spotting potential fraud risks, please check out Payments Insider.

To review your transactions, view and download transaction reports in Payments Insider. Search by date range or amount to review and understand your transactions. If you have any questions or concerns about certain transactions, please reach out to customer care to receive additional guidance.

For talech devices, you can also use your talech dashboard to build transaction reports and review recent orders.

To review your statements, you can view and download your monthly statement in Payments Insider. Filter by MID, statement type, and date range to understand your charges. If you have any questions or concerns about items on your statement, please reach out to our customer care team; if any charges have been made in error, we can submit a request to review, remove, and/or refund incorrect charges.

When you close a Merchant ID, you will receive an automated email from us to confirm. After that, there a few areas you should check if you are still receiving any bills:

• Ensure that you have returned all equipment rentals – if you still have any equipment, you will be billed for those items. For assistance returning all device types, please contact customer care.
• Check your account statements in Payment Insider to see if there are any other sources of ongoing charges.
• Contact customer care to verify that your account is closed and receive assistance with any other actions to halt charges and/or grant refunds.

If you need to make changes to your account, such as change of bank details or registered address, please log into Payments Insider. If you do not see an option for information that you want to change, please reach out to customer care for assistance.

• For talech devices: https://help.talech.com/s/
• For all other devices: https://support.mypaymentsinsider.com/s/contact-us?language=en_US

If you would like to close your account, please contact the customer care team of the partner organization for further guidance on making changes or closing your account. If you are unsure of which organization you should speak with, please contact our customer care for further guidance. 

If you would like to close your account, please contact customer care and provide your Merchant ID number. At that time, we can close your account and provide a return box for any rented equipment. To ensure a smooth transition, please ensure that you receive the closure confirmation and return any rented equipment – inquiring how to close, just returning equipment, or closing the account while keeping equipment will keep the MID active and you will continue receiving bills.