We are committed to providing top-tier support and service for our customers. Here are answers to some of our most-asked questions. If you can’t find what you are looking for here, the Payments Insider customer portal is your go-to place for answers:
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:
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.
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 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 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.
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.
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:
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.
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 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.
Customer Care can assist seasonal businesses with account needs and offer guidance for the best ways to manage seasonal needs. It will take typically 1 to 3 business days for the account to be reopened.
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