Customer FAQs

Base rate and PTC changes

Why are you raising my prices in the current climate?

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Our fees are subject to periodic reviews that take into account card scheme changes and operating costs in providing premium payment services to you. We have and will continue to absorb some of these costs until the end of this year. We are committed to supporting you through the impacts of COVID-19 and have resources available through our www.fisglobal.com/response-center to assist you.

Why are my Merchant Service Charge fees changing?

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Following card scheme changes implemented by Visa and Mastercard in July 2020 and a periodic review of our pricing, some of the fees that you pay are changing. We are also adjusting our fees to align with scheme fee changes that are being implemented in January 2021.

When will these changes take effect?

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Your new fee structure will apply from 1 January 2021, and you will see these changes detailed in your January invoice, delivered the first week in February 2021.

How will this change affect me?

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The extent of the change will depend on your individual transaction profile, i.e., the volume and average transaction value of the cards you process.

Terminal Fees

Why are my monthly Terminal Hire fees changing?

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You have been benefitting from lower-than-usual terminal hire charges for your card terminal type, or we have identified that you have not been being charged for all the terminals that have been provided to you. To address this, the fees that you pay for your terminals are changing.

Why do I have different monthly terminal hire fee?

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Your fees are aligned to the type of terminal that you hire from Worldpay – for example fixed, portable and mobile – and the number of terminals that you take.

SaferPayments

Why has my Annual Management Fee moved to a monthly payment?

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We’ve made some changes to the way we take your PCI DSS programme fees, by spreading your payments over a 12-month period, instead of a one-off annual payment. This should help you manage your cash flow.

Can I move back to the one-off annual fee?

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Unfortunately, we are unable to change this back to a one-off annual payment fee.

I’ve recently paid my Annual Management Fee. When will this move to a monthly payment?

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You’ll move to a monthly payment once a full calendar year has passed from when you last paid the annual fee. We’ll be in touch prior to this date to let you know the details of when this change will take place.

I’d like to start benefitting from the SaferPayments Plus program.

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If you are currently noncompliant and would like to take advantage of our SaferPayments Plus phone managed service, please contact our dedicated SaferPayments Team. For UK customers call 0330 8089283 and ROI 1800 816104 between 8:00 a.m. and 8:00 p.m. Monday to Friday and 9:00 a.m. and 5:00 p.m. on Saturday.

I’m already compliant but would like to benefit from the SaferPayments Plus program.

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If you are already compliant with the PCI DSS but would like to start benefitting from the additional security tools, you can move to the SaferPayment Plus programme. Please contact our dedicated SaferPayments Team. For UK customers call 0330 8089283 and ROI 1800816104 between 8:00 a.m. and 8:00 p.m. Monday to Friday and 9:00 a.m. to 5:00 p.m. on Saturday.