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Your free terminal upgrade - Frequently Asked Questions

Q: Why is my terminal being replaced?

A: Your existing terminal’s security certificate is due to  expire shortly as detailed in your communication.  This means that if your terminal is not replaced you may not be able to authorise card transactions, which could cause significant disruption to your business.  The expiry of your security certificate may also affect your business reaching PCI DSS compliance.  For more information about how to register your compliance with us, visit www.worldpay.com/uk/sme/saferpayments.

Q: Is this the same as my Payment Card Industry Data Security Standard (PCI DSS) certificate?

A: No, this is an electronic security certificate that resides on your terminal which is different.  As a business accepting card payments you will still need to ensure you are compliant with the PCI DSS or PCI Data Security Standards.  For more information on please visit www.worldpay.com/uk/sme/saferpayments

Q: Will I be charged a fee to upgrade my terminal?

A: No. We are pleased to advise that we will waive our £125 standard swap out fee. 

Q: I don’t want to upgrade my terminal. Can I not keep my current device?

A: As your terminals existing security certificate will expire, you may not be able to authorise card payments and your terminal will need to be replaced.  If you have any concerns about upgrading/replacing your current device please contact us on 0345 761 6263.

Q: Can I upgrade my terminal online?

A: We’re please to advise that the vast majority of customers will be able to complete their upgrade via a secure online portal.   We’ll be sending you an email over the next few months to invite you to upgrade via the portal.

Q: My business is very busy at the moment - do I need to act now?

A: It’s really important that we replace your terminal before the security certificate expires.  To make sure that we can schedule the delivery of terminals to all our customers prior to the certificate expiring, you’ll need to make sure you respond within the required time period detailed on your communication.

Q: What happens if I decide to swap my terminal for an alternative device?

A: Should you wish to change your terminal for an alternative device (e.g. moving from a fixed terminal to a portable terminal), we will waive our standard £125 swap out fee.  Your new monthly terminal rental fee will then be agreed in line with your new device’s pricing and new minimum hire period.

Q: Do I need to enter into a new Terminal Hire Agreement?

A: Should you choose to upgrade your terminal to an alternative device type (i.e., a device that is not simply a newer equivalent of your current terminal) then you will be entered into a new Terminal Hire Agreement with Worldpay subject to a new Minimum Hire Period of 18 months followed by 18 month renewal periods.  For customers who are upgrading with a like for like terminal there will be no change to your existing Terminal Hire Agreement minimum hire period.

Q: Do I need to pay for the delivery of the terminal?

A: No.  We are pleased to confirm the new terminal will be delivered free of charge.

Q: Will the terminal be installed for me?

A: No. Your new device will arrive by courier for you to install.  It’s really quick and simple.  If you need any assistance when installing your device please visit www.worldpay.com/uk/support/help-with-your-card-machine or call us on 0345 761 6263.

Q: Will there be any disruption to my ability to take payments when installing my new terminal?

A: No.  Just follow the easy to use set-up guide on www.worldpay.com/uk/support/help-with-your-card-machine and you will be able to take payments within minutes.

Q: I have multiple terminals / other outlets – do all terminals need replacing?

A: Only terminals where the security certificate is due to expire need replacing.  If you have more than one terminal rented from Worldpay and are un-sure which device needs upgrading please contact us on 0345 761 6263.

Q: What do I need to do with my existing terminal?

A: As part of the terminal upgrade process we will send you a pre-paid envelope to return your old device to Worldpay.  

Q: Will I have to change my terminal/tally rolls?

A: No.  You can continue to use your existing terminal/tally rolls with your new terminal. 
Should you wish to purchase additional terminal rolls or other terminal accessories visit worldpay.ncr.com/index.jsp

Q: How do I accept Contactless payments?

A: All terminals are now fitted with Contactless payments as standard, allowing you to accept fast secure payments up to £30, which is a convenient way to reduce queues and transactions times.    

Q: Can I accept Apple Pay payments?

A: Yes. With a Contactless enabled terminal you’ll also be able to accept Apple Pay payments.  Customers simply present their iPhone 6 or later models or their Apple watch and tap the Contactless symbol on the terminal to make payment. 

Q: I’m interested in changing my terminal for an alternative device.

A: We understand that businesses continually change and grow.  As part of our commitment to support your business we’d be happy to talk to you about how we can help your business. We offer a wide range of payment services, ranging from additional terminals to portable and WIFI devices.  We can also help you get your business online. For more information visit worldpay.com or call 0345 761 6263.

Q: Will I need a new contract to receive this upgrade?

A: No, for a like for like swap out there will be no change to the current minimum hire period under your Terminal Hire Agreement. There are no other changes to your other Terms and Conditions.  

Q: Can you deliver my terminal to an alternative address?

A: If your delivery address is incorrect, you’ll need to let us now in writing. Visit www.worldpay.com/uk/support/change-your-details  to download a change of address document.