FAQs

Billing

For any queries related to Finance and Billing please contact our Customer Services Team at customerservice@123send.net or call them on 020 8102 8390.

Ordinarily, the 123Send billing schedule is on a quarterly basis. On some occasions the schedule can also be monthly. For further details about payment schedule please contact a member of our Sales Team on 0800 54 23 123.

For further details about minimum monthly service charge please contact your merchant service provider directly.

For further details about non-qualifying charges please contact your merchant services provider directly.

PCI fees and charges are those set out by the merchant services provider on transactions processed through card payment machines. It stipulates that card terminals must not be able to hold any sensitive data in its memory. These fees do not form part of the agreement or monthly rentals with us. For further details of PCI transaction fees please contact your merchant service provider.

If you have any queries about transaction fees you will need to contact your merchant services provider. If you need a health check on your transaction fees, you can contact us and a member of our Upgrades or Existing Business Team will assist you further.

If your account starts with a 1, you can obtain your invoices by logging into the OCC portal and going to EMS > Finance > View Credit Notes and Invoices. If your account starts with an S, please email or call Customer Service (customerservice@123send.net or 020 8102 8390) with your merchant account details.

The invoice will detail the product or service you are being billed for. If you are unsure, please call us on 020 8102 8390. Please ensure you have your customer number and invoice number to hand prior the phone call. All of these details can be found on the invoice.

A If your account starts with a 1, you can obtain your invoices by logging into the OCC portal and going to EMS > Finance > View Credit Notes and Invoices. If your account starts with an S, please email or call Customer Service (customerservice@123send.net or 020 8102 8390) with your merchant account details.

Control center

For terminal password resets please contact our Technical Support Team on 0800 542 4123. For OCC password resets please click on the “forgotten password” link where you will be able to reset your password. Please note that due to security and data sensitive reasons, OCC requires password resets once every 30 days for all users.

Please check your spam or junk folder in case the emails have been redirected there. If you have checked these folders and still haven’t received your log in details, then please contact a member of the Customer Service Team (customerservice@123send.net or on 0208 102 8390) who will be able to assist you further.

The Optomany Control Centre (OCC) can be accessed via our portal https://occ.optomany.com/

New customers

We would be delighted to provide you with your payment processing needs. We offer either terminal solutions utilising the most modern and PCI compliant of terminal technology, or e-commerce solutions that fully integrate into your website or payment by link. Please contact our Sales Team for more information (email sales@123send.net or call 0800 542 3123).

Yes, you can take all forms of mobile payments with our axept® terminals.

Terminals rented on a long-term basis are paid via direct debit, short term terminals are paid in advance of the hire.

Yes, this is known as a MOTO payment and we can set this up at point of application. More information can be found here.

Settlement will be received within 3 to 5 days.

We have a range of contract lengths to suit every business with our minimum contract length being 12 months. For those customers wanting to rent a terminal for less time, we also offer a short-term hire solution, more information can be found here.

Our latest mobile terminals use WIFI and GPRS connectivity, so you can rest assured that your transactions will never be lost, even in the remotest field. Please contact our Sales Team for more information (email sales@123send.net or call 0800 542 3123). We also offer Pay-by-link so that a customer can receive a secure payment link direct to their phone to make a secured payment.

There will be a little paperwork to complete but we will try to keep this to a minimum.

If you have a merchant account in most circumstances, we can get you a terminal the next day if you place your order by midday. If you do not have a merchant account, we can help you get set up with one and this generally takes 3 days depending on business type.

Existing Customers

Please contact our Upgrades Team at upgrades@123send.net and they will be happy to help you.

If your account starts with a 1, you can obtain fully detailed transaction reports by logging into the OCC portal and going to Reporting > Txn Search. If your account starts with an S, please email Customer Service (customerservice@123send.net) with your merchant account details.

Please contact your Merchant Services Provider in the first instance to discuss any issues relating to transactions processed through the terminal.

If the terminal declines a card, please try another card in the first instance. However, should there be a technical issue with the terminal, please contact our Technical Support Team on 0800 542 4123. Their opening hours can be found here.

All Merchant ID number changes, for any reason, need to be requested in writing via Customer Service. Please email customerservice@123send.net with details of the old MID, the new MID and the new bank account details. We can then update your details. Please be aware that this process can take anywhere between 2 to 7 days, depending on which acquiring bank you have moved to, so please give us plenty of notice when requesting this change.