Worldpay Total Mobile Support
Frequently Asked Questions
About your Worldpay keypad
Q: Can I pair more than one keypad with the Worldpay Total App?
A: No. Each app only pairs with one keypad.
Q: Can I use the keypad while it’s charging up?
A: Yes. You can use any micro USB connector. Or use a car charger (from any electronics store), so you can charge the keypad while you’re out and about.
Q: My keypad is broken. Can I get a new one?
A: Please get in touch with your business contact or contact our helpdesk on 0845 3666 015.
Q: What devices are supported?
Worldpay Total Mobile is compatible with Android smartphones that support Android OS version 4.0 and above and have an HDPI screen.
Worldpay Total Mobile is compatible with Apple devices that support iOS 7.1 and above.
Q: How can I provide receipts to my customers?
A: You can provide email, text or print receipts to your customer. Instructions on how to do so are in the user guide. Download our iOS user guide or our Android user guide.
Q: Which cards can I accept?
A: You can accept any credit or debit card supported by Visa, MasterCard, Maestro, JCB and Diners.
Q: What’s the maximum payment I can take?
A: The keypad will not accept payments of more than £99,999.99 in the U.K and €99,999.99 in the Republic of Ireland
Q: Can I take payments from non-chip (magnetic swipe) cards?
A: Yes. There’s a slot at the top of the keypad for magnetic swipe cards.
Q: Does the customer need to sign something?
A: Only if the customer is using a magnetic swipe card. In this case you should ask the customer to provide a signature when prompted in the Worldpay Total App.
Q: Will the keypad work abroad?
A: No. The keypad can only be used in the U.K or in the Republic of Ireland based on how you are set up.
Q: Can I cancel/void a transaction?
A: Yes, payment transactions can be voided through Worldpay Total Manager – they cannot be processed through the Worldpay Total app.
Q: Can I process refunds?
A: Yes, you can offer refunds using Worldpay Total Mobile.
Q: Can refunds functionality be blocked in Worldpay Total Mobile?
A: Yes, we have the ability to enable or disable refunds functionality within Worldpay Total Mobile when you use the application in standalone mode.
Please contact email@example.com and specify:
1. your refunds preference (Yes/No)
2. TIDs for the accounts
Or, please speak to your Client Delivery Manager at Worldpay who will be able to assist you with this process.
Q: My keypad and/or mobile device has been lost or stolen. Do I need to advise anyone?
A: No transaction details are stored in either device, so don’t worry, but do contact us if you need to order a replacement Worldpay Total keypad. You’ll then need to pair the device again as shown in the user guide.