Checking your Direct Debit is easy with our secure, online platform; my.paypoint.com.

• Simply log in and head to 'MyStatements' to see your Direct Debit totals (settlement notifications), commission invoices and more.
  
  
• View, print or download your financial documents at the click of a button.

If you're not registered to my.paypoint.com, your statements will be posted to you and a monthly administration fee will be applied.

PayPoint One only
PayPoint One users will also have a 'settlement notification' report printed from their device each day; this will let you know your upcoming debits, credits and invoice amounts.

We're committed to supporting access to cash in the community, and we're able to help in a couple of ways:

Counter Cash
If you offer the Counter Cash service, you can support customers wanting cash by providing withdrawals of any amount from 1p to £50. It's also a great way to earn commission, offering you 13p commission for each withdrawal and 8p for balance enquiries.

Cashback
If you don't offer the Counter Cash service, you'll be able to offer cashback to your customers through our card payments solution.

If you're interested in offering Counter Cash or providing card payment services in your store, please complete our Sales Enquiry form and we'll be in touch!

If you experience issues with your PIN pad or PayPoint device, or it stops working, please email us at [email protected]. The team will help to get your card services working again and if we're unable to fix the device you have, we'll arrange for a replacement device within 4 hours.*

*4 hour swaps to be met in 95% of qualifying swap calls, which are subject to PayPoint Contact Centre technical service hours and swap service operator hours. Contact Centre available Monday to Friday 0900-1700 with email support over weekends and bank holidays. Get expert help online 24/7 at my.paypoint.com. 

Access your commission statements with ease through our secure, online platform; my.paypoint.com.

• Simply log in and head to 'MyStatements' to see your commission invoices for PayPoint transactions and Collect+ parcels.
  
  
• View, print or download your financial documents at the click of a button.

If you're not registered to my.paypoint.com, your statements will be posted to you and a monthly administration fee will be applied.

On 13 January 2018, the government changed regulations making it illegal for companies to charge customers to use a credit or debit card. Any business caught charging customers for card payments after the deadline will be ordered to repay the fees and could face a hefty fine.

More information about the ban can be found here, with specific reference to the new surcharge regulations in clause 3.2, page 5.

Customers can spend up to £100 with contactless card payments (including Apple Pay and Android Pay) through our card payment devices.

If you have a PayPoint One, we can offer a PIN pad that plugs straight into your device. With integrated card payments, paying by card couldn't be easier.

Alternatively, our PayPoint Mini device offers card payments in the palm of your hand.

If you're interested in getting card payment services in your store, please complete our Sales Enquiry form and we'll be in touch!

Top Tips

Help stay vigilant against fraudulent activity with our top tips:

• Never complete a PayPoint transaction if the customer isn't present
• Remember that we'll never call you and ask you to complete a transaction over the phone
• If you're unsure whether the caller is from PayPoint, call us back on 0330 400 0000 or email us at [email protected]
• We always recommend taking the customers payment before processing a PayPoint transaction
• Follow the on screen prompts on your device when processing eMoney transactions
• Make sure your staff are trained on spotting and handling fraudulent activity

Reporting fraudulent activity

If you receive any suspicious calls, hang up immediately. If you've been tricked into processing a PayPoint transaction, report this through the following ways:

• Contact the police and let them know what's happened
• Report this to Action Fraud at www.ActionFraud.Police.UK
• Call us on 0330 400 0000 or email us at [email protected]

Once reported, the police will be in touch to investigate the case.

BetterRetailing.com is the number one trusted provider of information, advice and tools and news from retail experts, bloggers and journalists.

View helpful tools and resources from BetterRetailing.com: www.betterretailing.com/tools-insights.

If you have a customer in-store and require urgent assistance, please call 0330 400 0000*

To help keep your stock replenished, we'll automatically replace your energy keys and gas cards when you get low. Please make sure all keys and cards are correctly processed through your PayPoint device to help keep your stock count accurate.

If you're running low on stock and need to order with us directly, log into my.paypoint.com and head to the 'Self-service' section under 'Support and help.' Here, you'll be able to order supplies as well as view our pricing list. Alternatively, email [email protected] with your name, site number and the supplies you'd like.

Your order can take up to 3 working days once placed on our systems. Please note that there may be delays over holiday periods.

We're pleased to hear you'd like to offer new keys and cards in your store. Log in to my.paypoint.com and head to the 'Self-Serve' section under 'Support and help.' Here, you'll be able to choose the keys or cards you'd like to order. Alternatively, email [email protected] with your name, site number and the supplies you'd like.

Please note that new requests to stock a providers keys or cards isn't guaranteed; it's based on a number of factors including whether the provider accepts or declines the request. These requests are reviewed quarterly and if accepted, you'll automatically be sent the stock.

We offer SIM cards from a range of providers, with the opportunity for our retailers to earn some great commission. Log into my.paypoint.com and head to the 'Self-serve' section under 'Support and help.' Here, you'll be able to order supplies as well view our pricing list. Alternatively, email [email protected] with your name, site number and the supplies you'd like.

Your order can take up to 3 working days once placed on our systems. Please note that there may be delays over holiday periods.

PayPoint One
View all of your PayPoint transactions in a single report on my.paypoint.com. Once logged in, head to 'EPOS', 'Reporting' and then select 'PayPoint sales.' Choose what you want to see by selecting the date range and adding the filters you need.

PayPoint Mini
You're able to see the total volume and amount of PayPoint transactions processed on my.paypoint.com. Head to 'Statements' and then select the 'Settlement Notification' you want to view.

If you use our PayPoint Connect service, you can also speak to your EPOS provider for any in-store reporting that can be accessed via your EPOS system.

Please remember that not all transactions are reversible and some are only reversable within 10 minutes. However, always attempt to reverse a transaction where needed, as it's the best way to 'cancel' the transaction.

PayPoint One
From the 'Till' app, select 'Refund' and follow the on-screen instructions to enter the transaction information from the original receipt. If a barcode, swipe card, energy key or gas card was present, you'll be prompted to enter this into the device. 'Checkout' the transaction and select the tender; if the reversal is successful, a reversal receipt will print.

PayPoint Mini
From the PayPoint app, select 'Refund' and follow the on-screen instructions to enter the transaction information from the original receipt. If a barcode, swipe card, energy key or gas card was present, you'll be prompted to enter this into the device. If the reversal is successful, you'll be prompted to refund the customer and a reversal receipt will print. 

It's always best to try and reverse a transaction you need to cancel. If you've tried to reverse a transaction but it hasn't worked, there could be a few reasons for this:

1.Some transactions aren't reversable, such as mobile top ups.
2. Some only have a 10 minute window and may only be reversed if it's the last PayPoint transaction processed through your device.
3. Reversals can't be attempted once an 'End of Day' report (Z read) has been printed.

Top tip: Make sure the correct transaction is being processed and where possible, take payment from the customer first.

PayPoint One
To view your recent receipts, select 'Receipts' from the 'Till 'app, then find the transaction you're looking for. Once you've found the one you want, press 'Print' to re-print the receipt.

PayPoint Mini
To view your recent receipts, select 'Reprint' from the 'PayPoint' app, then find the transaction you're looking for. Once you've found the receipt you want, press the green 'Reprint' button on your device.

PayPoint is a free to use service and customers cannot be charged for using it. Also, you cannot charge customers to pay by card; charging a fee for card payments is now illegal and leaves you liable to fines.

Cash out 

Cash Out vouchers can be on paper, via text message or email and the amount will differ- it could also be for cash or energy credit. Before processing always read the instructions on the voucher and only ask for ID if the voucher requires it. Always follow the voucher or on-screen instructions.

If the customer is receiving cash:

Step 1: Before scanning the barcode, check you have enough cash in the till to pay the amount that is owed to the customer. If the voucher asks you to check ID then check that the ID matches the customer details on the voucher.

Step 2: Scan the voucher barcode. If the barcode does not scan or the customer has a text message code, select E-Money, digital & Cash Out, followed by Cash Out and then i-movo payout.

Step 3: Type in the barcode number and press Enter.

Step 4: The amount to pay out will be displayed on screen. The transaction will be added to the basket for checkout.

Step 5: Take the cash from your till and hand it to the customer. A receipt will print for your records.

Energy media

If the customer is receiving an energy credit for their meter - You need to process TWO separate transactions for these Cash Out vouchers. Customers may have their voucher code on a piece of paper, text message or email – all are acceptable. Always follow the voucher or on-screen instructions.       

Energy credit voucher         

Transaction one

Step 1: Scan the voucher barcode, if the voucher is valid the screen will display the value. If the barcode does not scan, select E-Money, digital & Cash Out, followed by Cash Out and then i-movo payout. Type in the barcode number and press Enter.

Step 2: Check the credit value and select Confirm. Keep the redemption receipt for your records.

Transaction two – top up the energy key or card

Step 3: Insert the customers’ energy key or card into the device.

Step 4: Enter the value stated on the voucher and press Enter. The transaction will be added to the basket for checkout.

Step 5: When the energy key or card has been topped-up, give it back to the customer with their PayPoint receipt.

Step 6: The customer can now take their energy key or card home to use in their meter.

Barcoded bills, key charge, swipe cards or Quantum gas cards

Step 1: Take the customer’s payment and confirm how much they want to pay.       

Step 2: Swipe card, insert key/card or scan barcode.

Step 3: Select the transaction amount.     

Step 4: If not displayed on the touch screen, type in the amount using the terminal keypad and press Enter. 

Step 5: Select payment method required. The option to pay by debit card will only appear if allowed by the payment scheme.           

Step 6: Check all the transaction details and confirm or cancel the transaction by pressing the appropriate button on the screen. The transaction will be added to the basket for checkout.

Step 7:  Hand the customer their receipt. Some transactions, for example transport tickets, require receipt wallets to seal the receipt in before handing to the customer. Please use these where supplied.

Please note: These transactions should not be carried out over the phone, only when the customer is present in store.   

Step 1: Take the customer’s payment and confirm how much they want to pay.

Step 2: Select Mobile & international top up.   

Step 3: Select Mobile top up and select the required mobile top up network. Press the More A-Z button. If the mobile network offers additional top-up packages, you will need to select the type of voucher before selecting the amount.                   

Step 4: Select top up amount or select Other amounts. Check the top up amount and network with the customer before pressing Confirm. The transaction will be added to the basket for checkout.

Before starting a TV Licence transaction, please ask the customer if they have a renewal notice. If they do, you must use this to take their payment. If they do not, you must fill in their details as below. Some customers pay for their TV Licence on their cash or debit card, but they can also use their TV Licence payment or savings card.                                                                                                         

Step 1: Take the customer’s cash payment and select TV Licence, Western Union & more.   

Step 2: Ask the customer if they have a renewal notice. If they do, select TV Licence Renewal, and follow the instructions on the screen. If they do not, select First Time TV Licence. 

Step 3: Select the customer’s title. More options can be found when selecting More.

Step 4: Select the customer’s first name initial and press Enter on the screen.  

Step 5: Use the touch screen to spell the customer’s surname, double-check the spelling with the customer before pressing Enter. 

Step 6: If the customer is happy to give their phone number, use the screen to enter this in. If not, press Enter to continue.          

Step 7: Type in the customer’s postcode and press Enter.

Step 8: Enter the customer’s house number or name, you can use the arrows to scroll through available addresses. Press Enter. If the address cannot be found, do not complete the transaction. The customer must call TV Licencing directly for further advice.    

Step 9: Check the details you have entered with the customer, if any details are wrong, press the Back button to re-enter.  

Step 10: Press Confirm to confirm the details. The transaction will be added to the basket for checkout.

Step 1: Take the customer’s payment and confirm how much they want to pay.  

Step 2: Swipe the card.   

Step 3: Type in the amount using the touchscreen and press Enter.               

Step 4: Check all the transaction details and confirm or cancel the transaction by pressing the appropriate button on the screen.

Step 5: Hand the customer their receipt.

Digital voucher transactions (E.G Amazon, PlayStation, Xbox, Nintendo and Spotify are available)

Please note: These transactions should not be carried out over the phone, only when the customer is present in store.          

Step 1: Take the customer’s payment and confirm how much they want to pay.   

Step 2: Select E-Money, Digital & Cash Out. 

Step 3: Select Digital and Gaming Vouchers (or Music Vouchers) - Select brand.

Step 4: Choose the customer’s required eVoucher value. Check and press Confirm. The transaction will be added to the basket for checkout. These transactions are not reversible.

Step 5: Check the transaction has been successful and hand the receipt to the customer. Their voucher code is on the receipt.

Please note: These transactions should not be carried out over the phone, only when the customer is present in store.                      

Step 1: Take the customer’s payment and select E-Money, Digital & Cash Out.  

Step 2: Select E-Money & Cash Vouchers. 

Step 3: You will be asked to confirm that the customer is in store. If they are not, you need to cancel the transaction and call us immediately on freephone 0330 400 0000* to report the suspicious activity. 

Step 4: Select the payment scheme. For some schemes you will see an additional screen where you have to select either Under 18 or Over 18 to confirm your customer’s age before continuing.

Step 5: Select the amount on screen or type in an amount requested and press Enter.

Step 6: Press Confirm to complete the transaction. The transaction will be added to the basket for checkout. Check the transaction has been successful and a receipt will print with the customer’s voucher code. 

Issuing a new energy KEY -RTI number required

If the customer does not have an 8 digit RTI number - refer them back to their energy provider to obtain this. 

Step 1: Press the PayPoint button and type in the 8-digit RTI number, press Enter.     

Step 2: Select 3=Key Issue.       

Step 3: Take the right branded/coloured key from your stock and insert it into the key slot.    

Step 4: The transaction will be added to the basket for checkout. Wait for the message ‘please remove token’ before removing the key. The customer can now top up their new key with credit immediately.

Issuing a new GAS CARD - no RTI number required

Step 1: If there is no RTI number provided, press the PayPoint button and select Issuing Gas & Electricity.  

Step 2: Choose the gas card supplier from the menu and Confirm.  

Step 3: Sometimes suppliers may charge for a new gas card; if the screen displays this, make sure you take payment from the customer. The transaction will be added to the basket for checkout.

Issuing a new GAS CARD - RTI numer required

If the customer does not have an 7 digit RTI number - refer them back to their energy provider to obtain this. 

Step 1: If the customer has a RTI number, select Quantum RTI from the Issuing Gas & Electricity from the menu.

Step 2: Select the correct supplier and enter the 7-digit RTI number.

Step 3: Select Confirm. The transaction will be added to the basket for checkout.

Issuing a 0 value transaction

Some gas suppliers send Emergency Command messages to customers. These are invisible messages to update their meter. If a customer wants to do this, follow the steps below:

Step 1: Insert the customer’s gas card.

Step 2: Enter the top-up value of £0 and press Enter.  

Step 3: Check the transaction details press Confirm and once complete return the gas card to the customer.

Transport Card/ticket

You will only see the transport tickets available to sell in your area. Follow the on-screen instructions which will guide you through the process.   

Step 1:  If the customer has a smart card, place it onto the smart card reader. The smart card must remain on the smart reader at all times during the transaction. 

Step 2: Take the customer’s payment and select Transport & Parking.  

Step 3: Tickets receipts must be sealed in wallets if the screen asks you to do so. wallets will not be accepted for travel if not sealed in a wallet. Press Confirm. 

Step 4: Select the transport company or select More to view those not displayed on the first screen.

Step 5: Select ticket area or destination. Select Additional Areas to view more areas or destinations that are not displayed on the screen.     

Step 6: Select ticket type. Additional screens may appear containing further ticket options.   

Step 7: Press Confirm and the transaction will be added to the basket for checkout.

Toll - Tynne Tunnel

On the till app screen press the following: 

Step 1: Yellow ‘P’ icon. 

Step 2: Transport and parking. 

Step 3: Parking & Toll. 

Step 4: Tyne Tunnel 2.  

Step 5: Type in registration number. 

Step 6: Input class 2 or class 3. 

Step 7: Confirm transaction.

Step 1: Select Transport & Parking.        

Step 2: Select Parking.  

Step 3: Select PayByPhone or RingGo.         

Step 4: Enter the location code which the customer will provide Enter the customer’s car registration number and press Enter. 

Step 5: Type in the number of minutes that the customer wants to park e.g. for 1.5 hours = type in 90 minutes.

Step 6: Confirm the details with the customer i.e. their registration number, location code and number of minutes they wish to park and the amount they need to pay.                

Step 7: Take the payment and press Confirm.   

Step 8: A receipt will print for the customer to keep. They do not need to display this receipt in their car.

Yellow 'p' icon

Use the menu to sell digital vouchers, mobile top-ups, parking payments, The Health Lottery, and many other schemes.

Follow the instructions under 'How can I register to view online statements' and wait for a registration letter to be sent. Then, follow the instructions below:

1. Log in to my.paypoint.com using your existing email address and password. 

2. Click your user in the top right corner and then select 'add agent.'

3. Enter the registration code from the letter for the additional site you've asked to be registered.

4. Enter the information prompted by the screen and then press 'submit'

Once you've completed these steps, you'll be able to view statements for all sites you've registered under the same email address. Click the user icon in the top right corner to select with of your site numbers you wish to view.

Users registered to view online statements can do so by heading to my.paypoint.com from a computer or mobile device. Log in with your registered email address and password or your device credentials (site number, username & password.) Once logged in, head to 'statements' and choose the documents you want to view.

If you chose not to register, you'll receive statements via post and an administration fee will be applied to your account.

If you've let us know you want to register to view your statements online, a registration letter will be sent to your email address. Make sure to check your junk folder and restricted setting, to make sure the email isn't being blocked. Registration letters are valid for 3 months.

If you still can't find it, get in touch at [email protected] including your site number, and we'll help you further.

Please note: once registered, you'll only see statements after the registration date.

If you're having trouble logging in, here's some top tips to help you:

1. If you're logging on from a computer or mobile device, make sure you're using compatible browsers: Chrome, Safari or FireFox.

2. If you're logging in using your site number, username and password, make sure you're logging in as the admin account.

3. If you're logging in with your email address, you can select 'forgot password?' to send yourself a password reset email.

4. Make sure you've registered for the service. If not, head to 'How can I register to view statements online.'

Downloading your statements from my.paypoint.com couldn't be easier! Once you've logged in, head to 'Statements.' You can view all of your statements from newest to oldest, or filter your search.

Downloading one statement
Once you've found the statement you want, click the 'download' icon in the far right column and a PDF will be downloaded from your browser.

Downloading multiple statements
Use the tick boxes along the left side to select the statements you want to download. Once done, press 'download selected' and a PDF will be downloaded from your browser.

Access all of your statements in one place! Here's a list of the statements you'll find on my.paypoint.com:

Terminal Commission (SBI) – This details the commission you've earned for PayPoint transactions, Counter Cash and Collect+ parcels

ATM Commission (SBI) – Should you have a PayPoint ATM, this details the commission you've earned for PayPoint ATM withdrawals 

SIM Commission (SBI) – This details the commission you've earned for SIM cards

Settlement Notification – This is your Direct Debit notice. It'll inform you of the debit or credit due to/from your account and will help you know what to bank

Invoice (NCI)  - This will let you know of any additional charges and what they're for. It could be for supplies you've ordered that are chargeable, your service fee or something else.

Credit Memo (NCN) – This details anything we've needed to credit you back

*SBI = Self-billing invoice

If you're logging in with your email address and you've forgotten your password, enter your email address and then select 'Forgot password?' A reset password link will be emailed to you that's valid for 3 days.

If you're logging in with your PayPoint One details and you've forgotten your password, please email us from your registered email address at [email protected] and we'll help you reset this.

We're sorry to hear you're thinking of leaving us.

Please let us know by emailing [email protected], with details of your site number, the reason why you're looking to leave us and we'll be in contact to support you further.

We're sorry to hear  you're thinking of leaving us, but we'll help make the process as easy as possible for you.

If you're a PayPoint One EPOS user, you may wish to keep a copy of your products and prices. During the handover of your store, you'll have enough time to download your sales reports from the my.paypoint.com online platform and keep them for your records. 

If you'd also like a copy of your products and prices, we can send this to you in a spreadsheet. Please request a 'product file export' by emailing  [email protected] stating your full name, store address and site number.

If your PayPoint ATM is jamming, failing a cash test or not turning the dispense, please try the steps below to resolve the issue:

1. Open the ATM safe and remove the dispenser
2. Turn the green wheel on the left hand side of the dispenser towards the ATM 10 times to check there's no money stuck
3. Remove each cassette and check there's no notes stuck behind or inside of them
4. Push the dispenser back in to the ATM and close the safe door
5. Log into the ATM and from the menu, select 'Cash Dispenser' then 'Continue.' This will run a test and print the result

If the test is successful, the issues been resolved.

If the test fails, reboot the ATM from the login screen and then complete the above steps again.

Still need help? Call our PayPoint ATM Helpdesk on 0800 389 5175.

In most cases, the transaction reverses within 24 hours. If this doesn't happen, please let the customer know that they'll need to report this to their bank and raise a 'Link Claim.' Once they've done this, it'll be investigated between PayPoint and the customers bank.

Remember never to give cash to the customer to resolve the dispute.

If you're interested in having an ATM in your store, please complete our Sales Enquiry form and we'll be in touch to discuss it further.

A PayPoint ATM is a great way to recycle cash, reduce banking charges, earn commission, and provide the opportunity to increase footfall into your store!

If your PayPoint ATM card reader isn't working, please try the steps below to resolve the issue:

1. Open the top of the ATM, locate the card reader and follow the black cable from the card reader to the back of the PC
2. Unplug that cable from the card reader and insert into a different USB port
3. Reboot the ATM, then attempt a balance enquiry to check if the card readers now working

If this hasn't fixed the issue, please call our PayPoint ATM Helpdesk on 0800 389 5175.

If your PayPoint ATM shows an 'out of service' message, please try the steps below to resolve the issue:

1. Check that the internet cable running to your ATM is securely plugged into the core at the back of the screen
2. Once secure, reboot the ATM from the login screen

If this hasn't fixed the issue, please call our PayPoint ATM Helpdesk on 0800 389 5175.

If your PayPoint ATM isn't printing, feeding paper correctly or jamming, please try the steps below to resolve the issue:

1. Open the top of the printer and check there's no paper stuck in the printer head
2. Check the printer head is securely locked into position
3.  Re-insert the paper into the printer and it'll automatically feed through
4. From the login screen select 'Receipt printer' then 'Confirm' to run a test - a successful result has resolved the issue

If this fails, reboot the ATM and then complete step 4 again.

If this hasn't fixed the issue, please email [email protected] for further support.

If your PayPoint ATM doesn't have any power, please try the steps below to resolve the issue:

1. Check the red switch to make sure the ATM is switched on
2. If the switch is on, switch it off and check that the power cable is plugged securely into the unit that has the switch
3. Power on the ATM. If this still doesn't turn on, try another working plug socket

Top tip: If the ATM screen remains off but the fan inside of the ATM is running, it's probably a screen issue and you'll need to let us know to help get it fixed.

If this hasn't fixed the issue, please call our PayPoint ATM Helpdesk on 0800 389 5175.

If your PayPoint ATM is showing an error message other than 'Out of service', please try the steps below to resolve the issue:

1. Power off the ATM using the red switch inside
2. Leave the ATM powered off for at least 5 minutes
3. Power the ATM back on and check if the error message has cleared

If this hasn't fixed the issue, calll our PayPoint ATM Helpdesk on 0800 389 5175.

Inform the customer that they must contact their bank and explain what has happened to resolve the issue. If the transaction hasn\'t reversed after 24 hours, the customer will need to raise a LINK claim with their bank. The LINK claim will then be investigated between their bank and PayPoint.

Remember to never give cash to the customer from the till or ATM machine to resolve the issue. In most cases, the transaction reverses back immediately or within 24 hours.

Check the ATM for jammed notes and remember to check for any cash jams when doing the end-of-day reconciliation.

Customers with limited or no access to a printer can now buy a parcel label online and print it in PayPoint stores with parcel services.

Compatible with our PayPoint One devices, PayPoint Mini and Collect+ Store Scan app, our Zebra printer produces sticky labels to go straight onto the parcel! A quick, easy and convenient way to send your parcels.

Completing a 'print in store has never been easier!

Collect+ Store Scan app
1. From the homepage select 'Print Parcel Label'
2. Scan the customers barcode or enter it manually, then press 'Submit'
3. Press 'Print Label' and the label will be sent to the printer
4. Fix the label to the parcel, and then process the parcel as a customer send/return

PayPoint One
1. From the PayPoint menu, select 'Collect+ Parcels' and then 'Print Parcel Label'
2. Scan the customers barcode or manually enter it, then press 'Finish'
3. Once the transaction is added to the basket, 'Checkout' to complete it and send the label to the printer
4. Fix the label to the parcel, and then process the parcel as a customer send/return

Note: Amazon parcels are processed directly through the Amazon app. Different carriers processes may differ slightly.

Customers coming to collect their parcels will have their collection code, alongside ID (if the carrier requests this.)

Collect+ Store Scan app
1. From the homepage select 'Customer Collection'
2. Scan the customers collection code or enter it manually, then press 'Next'
3. If prompted, check the customers name and ID, then select 'ID/name checked'
4. If prompted, scan the parcel(s) being collected
5. Select 'Finish' and hand over the parcel(s) to the customer

PayPoint One
1. From the PayPoint menu, select 'Collect+ Parcels' and then 'Customer Collecting Parcels'
2. Scan the customers collection code or enter it manually then if prompted, check the customers name and ID
3. If prompted, scan the parcel(s) being collected and press 'Submit'
4. 'Checkout' to complete the transaction and hand over the parcel(s) to the customer

Note: Amazon parcels are processed directly through the Amazon app. Different carriers processes may differ slightly.

If a customer doesn't have a label, make sure to complete a 'Print in Store' transaction first.' Then complete the following steps:

Collect+ Store Scan app
1. From the homepage select 'Customer send/return'
2. Scan the parcel barcode or manually enter it, then press 'Submit'
3. If a customer wants a copy of the receipt, enter their email address - then store the parcel safely, ready for the driver to collect

PayPoint One
1. From the PayPoint menu, select 'Collect+ Parcels' then 'Customer send/return'
2. Scan the parcel barcode or manually enter it, then press 'Print customer receipt'
3. 'Checkout' to complete the transaction and store the parcel safely, ready for the driver to collect

Note: Amazon parcels are processed directly through the Amazon app. Different carriers processes may differ slightly.

Scan your driver deliveries in these few simple steps:

Collect+ Store Scan app
1. From the homepage, select 'driver deliveries'
2. Scan the parcel barcodes or manually enter them, then press 'Submit'
3. Once all parcels are scanned, store them safely ready for the customer to collect

PayPoint One
1. From the PayPoint menu, select 'Collect+' then 'Driver deliveries'
2. Scan all parcel barcodes or manually enter them, then press 'Submit'
3. Once all parcels are scanned press 'Print receipt', 'Checkout' the transaction and store them safely ready for the customer to collect

Note: Amazon parcels are processed directly through the Amazon app. Different carriers processes may differ slightly.

Any parcels that haven't been collected within the carriers timeframe will expire. To make sure the parcels are removed from your store and your commission is paid, make sure to process them as expired.

Collect+ Store Scan app
1. From the homepage, select 'Expired parcels'
2. Scan the parcel barcode(s) or enter them manually, then select 'Submit'
3. A confirmation message will appear - store the parcels safely, ready for the driver to collect

PayPoint One
1. From the PayPoint menu, select 'Collect+ parcels' then 'Scan expired parcel'
2. Scan the parcel barcode(s) or enter them manually, then select 'Submit'
3. 'Checkout' to complete the transaction and store the parcels safely, ready for the driver to collect

Note: Amazon parcels are processed directly through the Amazon app. Different carriers processes may differ slightly.

Collect+ Store Scan app
You can check if a parcel has expired through 'Inventory Scan':
1. From the home screen, press 'Inventory Scan'
2. Scan the parcel or manually enter the  barcode to continue
3. The device will confirm the parcel status

PayPoint One
A report will print from your terminal each day and let you know of any parcels that need processing as expired. If you want to access this yourself, you can do so via the following:
1. From the PayPoint Menu, select 'Collect+ Parcels'
2. Select 'Expired parcels' then 'Print Expiry Report'
3. Once the report has printed, press 'Return to main menu' then 'Checkout'

Note: Amazon parcels are processed directly through the Amazon app. Different carriers processes may differ slightly.

If you are over capacity with parcels in store, please email [email protected] to request the service be suspended. Please include in the email a rough estimate of parcels you currently have in store along with your PayPoint site number and the service will be suspended for a maximum of 3 days. 

Make sure the parcel has been processed for driver delivery as this will prompt the collection code to be generated for the customer.

If the customer still hasn't received their collection code, please refer the customer to the carrier to obtain this.

You'll be unable to process the parcel without the collection code.

Head to the 'Self-serve' section under 'Support and help' on my.paypoint.com and complete our online form to let us know which Collect+ couriers you're interested in adding. Alternatively, you can email [email protected]. Please note that your request isn't guaranteed, however it will be logged.

'Single Daily Settlement' (SDS) refers to the way we settle any money to or from our retailers. This offsets your PayPoint debits against  your credits in one transaction, instead of debiting you and crediting you separately. PayPoint transactions, invoices, credits and commission all form part of your SDS. If you've opted in for Cardnet net settlement, your card transactions will form part of this too.

This service makes managing cash easier and could save you money on banking charges.

ACS provides industry leading information and guides on all aspects of regulatory compliance for convenience retailing. These are covered by the Assured Advice guides and Training Scheme.

View ACS Assured Advice: www.acs.org.uk/advice.

Your commission will form part of your 'Single Daily Settlement' and will be settled within Tuesday's Direct Debit total each week.

We're sorry you haven't heard from us yet! Here's a few things to check:

1. Please make sure you sent us an email from your registered email address with the date you're changing ownership. You can send this to [email protected].

2. Please allow 5 working days for your PayPoint representative to contact you.

3. If it's been more than 5 working days, please contact your PayPoint representative directly. If you don't have their contact details, email us at [email protected] with your site number and we can provide these for you.

We'll suspend your PayPoint device the working day before the change of ownership, so we can make the changes on our system. 

The following working day, we'll set the PayPoint device live in the new owner's name and call them when it's ready to us.

Please note that these changes aren't able to be made on weekends or bank holidays. E.g.: If your change of ownership takes place on a weekend, your device will be suspended on the Friday and set live on the Monday.

Thanks for letting us know you're selling your business. When you have a buyer, please email us from your registered email address to [email protected] with the following details:

• Your name
• Your site number and address
• The new owner's name, contact number, email and address
• The date they're due to take over

Once we've received this, your PayPoint representative will be in touch within 5 working days.

Important: It can take up to 6 weeks for us to process this change, so please notify us as soon as possible.

If you aren't able to email us from your registered email address, please include your signature in your email.

If any of your change of ownership details have changed, please email us from your registered email address to [email protected].

If you aren't able to email us from your registered email address, please include your signature in your email.

If you're a PayPoint One EPOS user, we can help transfer your products and prices so that the new owner can continue to sell products at the same price.

The new owner will need to request this from your local PayPoint representative as part of the change of ownership application. We'll handle the rest!

If you're a PayPoint One EPOS user, you may wish to keep a copy of your products and prices. During the handover of your store, you'll have enough time to download your sales reports from the my.paypoint.com online platform and keep them for your records. 

If you'd also like a copy of your products and prices, we can send this to you in a spreadsheet. Please request a 'product file export' by emailing  [email protected] stating your full name, store address and site number.

Transferring your data to another PayPoint store?
We can help you move this information to your new PayPoint site; make sure to send us your existing and new site details, so we can start the process for you.

Transferring your data to another EPOS provider?
We can email you your product file in CSV format, for you to share with your new EPOS provider.

If you need to update your business account details, please email [email protected] from your registered email address. We'll get back to you with a Direct Debit mandate form to complete, plus instructions on what to do next.

PayPoint One EPOS users can find their VAT report on my.paypoint.com. Please follow the instructions below to access it.

From your PayPoint One device
1. Open the 'Till' app and press 'more'
2. Select 'Back office' then 'Reports' to open my.paypoint.com
3. Select 'Journal' and filter to the date range you want for a summary of your sales and VAT

From my.paypoint.com
1. Head to my.paypoint.com from a PC or mobile device and log in
2. Click 'EPOS' then 'Reporting'
3. Select 'Journal' and filter to the date range you want for a summary of your sales and VAT

If one of your reports isn't right, this could be for one of two reasons:

1. Your Z report should only be processed at the end of each day to show you the full day's transactions. Once done, it clears/resets your totals. If you've completed multiple Z report  throughout the day, you'll need to add all of these together to give you your correct end of shift totals.

2. PayPoint One only: If a PayPoint transaction fails, it'll show as a negative value in your basket and will need to be 'Checked out' to complete the transaction. If you've voided a failed transaction, the device will think you've taken that money and will show on your report.

X report
Your X report, also known as a shift report,  can be run throughout the day and will give you your running totals.

Z report
Your Z report, also known as an end of shift report, should be run at the end of the day. It'll show you your totals for the day and will reset them, ready for your next day of trading.

How to run a report
If you have a PayPoint One device, open the 'Till' app. Press 'More, 'Cash' and then choose whether you want to run your X or Z report.

If you have a PayPoint Mini, open the PayPoint app and press 'Reporting.' Choose whether you want to run your X or Z report.

For PayPoint One devices, you can re-print previous reports quickly and easily from the 'Till' app:

1. Select 'More' then 'Admin'
2. Select 'shift reports' to show the last 1,000 reports you've run
3. Find the one(s) you want and print

We'll settle to your account every Monday to Friday.

• Monday's transactions will be debited or credited on Thursday
• Tuesday's transactions will be debited or credited on Friday
• Wednesday's transactions will be debited or credited on Monday
• Thursday's transactions will be debited or credited on Tuesday
• Friday, Saturday & Sundays transactions will be debited or credited on Wednesday

Top tip: Remember to check your settlement notifications daily, to see what you need to bank!

In most cases, your scanner issues can be fixed with one of the following two checks:

1. Disconnect your scanner from the back of your PayPoint One device and re-insert it into a different USB port
2. Scan the following QR codes in order to re-configure your scanner

Reset Scanner

Configure Scanner

Price & Weight Configuration

Still need help? Email us at [email protected] for further support.

There's a few steps you can take to try and resolve a power issue:

PayPoint One

1. Check the power cable is plugged in securely to the PayPoint One and the power socket
2. Check the adapter on the cable is secure and has a green light
3. Make sure the power cable is the one we've supplied
4. Ensure the power cable is plugged directly into a socket in the wall, and try another working plug socket

PayPoint Mini

1. Check the power cable is plugged in securely to the device/docking station and the power socket
2. Ensure the power cable is plugged directly into a socket in the wall, and try another working plug socket
3. If the cable is plugged into the cradle, try connecting it directly to the device.

Still need help? Email [email protected].

If you're not able to process PayPoint transactions or card payments due to an issue with your internet, there's a few checks you can complete:

PayPoint One

1. Check all of the lights on your router are on and steady; this'll let you know if you have a good internet connection
2. If the internet is working and you're connected via ethernet cable, try moving it to another port in the router and reboot your device

PayPoint Mini device

1. Connect your mobile to your Wi-Fi, turn off your mobile data and try to use the internet; this'll help you identify if your internet's working or not
2. Through 'device settings', try disconnecting and reconnecting your Wi-Fi
3. If your internet's working but your PayPoint device isn't, it's likely due to your signal strength. You can try to move the router close, reduce the amount of device using the Wi-Fi or speak to your internet provider

Still need help? Email [email protected].

If you'd like to order receipt rolls for your PayPoint One device, please log into my.paypoint.com and head to the 'Self-serve' section under 'Support and help.' Here, you'll be able to order supplies as well view our pricing list. Alternatively, email [email protected] with your name, site number and the supplies you'd like.

You can place an order with us for up to 6 boxes of 10 at a time.

Your order can take up to 3 working days once placed on our systems. Please note that there may be delays over holiday periods.

If you'd like to order receipt rolls for your PayPoint One device, please log into my.paypoint.com and head to the 'Self-serve' section under 'Support and help.' Here, you'll be able to order supplies as well view our pricing list. Alternatively, email [email protected] with your name, site number and the supplies you'd like.

You can place an order with us for up to 6 boxes of 10 at a time. 

Your order can take up to 3 working days once placed on our systems. Please note that there may be delays over holiday periods.

Explore our wide range of services and how to process these through your PayPoint One device via our Retailer Guide. Click here for our Retailer Guide, and head to 'Using the Till app for PayPoint transactions.'

Explore our wide range of services and how to process these through your PayPoint Mini device via our Retailer Guide. Click here for our Retailer Guide, and head to 'Processing PayPoint Transactions.'

To help keep your stock replenished, we'll automatically replace your labels when you get low. Make sure you're processing your transactions correctly through your PayPoint device to help keep your label count accurate.

If you've run low on stock and need to order with us directly, log into my.paypoint.com and head to the 'Self-service' section under 'Support and help.' Here, you'll be able to order supplies as well as view our pricing list. Alternatively, email [email protected] with your name, site number and the supplies you'd like.

Your order can take up to 3 working days once placed on our systems. Please note that there may be delays over holiday periods.