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_can_en

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 need to send back rental equipment, please contact Customer Care to order a prepaid box to return your device. Customer Care can also provide guidance and answer questions you may have about the return process.

If you are interested in adding further functionalities to your device, please contact Customer Care.

If you would like to order new equipment, please contact your sales representative.

You should receive funding within 1 – 3 business days after you settle your transactions. If you are having issues settling your transactions, follow the troubleshooting steps in Payments Insider. If you still are still missing deposits after 3 business days, please contact Customer Care. Please note that 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 access 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, read more in 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.

By default, most Elavon accounts are setup for online statements. To review your statements, you can view and download your monthly statements in Payments Insider. You can filter by Merchant ID, statement type, and date range to understand your charges. If you need assistance logging in or finding your statements, contact Customer Care. You can also opt-in to receive paper statements if needed

If you have any questions or concerns about items on your statement, please reach out to Customer Care; 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.

In most cases for Canadian customers, you will receive your first billing statement at the start of the month after opening your account (if more than five business days before the end of the month). For example, if you open your account on May 20, you would receive your first statement on June 1.