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FREQUENTLY ASKED QUESTIONS

How do I print a receipt list?

To print a receipt list, the terminal must NOT be settled yet. Print a receipt list by pressing MENU, 4 (reports), 3 (receipt list), MENU (while having the receipt list on screen in order to open the print menu), 1 (print).

Important: this does NOT settle the terminal.


How do I remove subunits?

If your terminal should be set to not use subunits, please let us know by contacting us in Support, and we will set it up for you.

This way, your terminal only works in whole amounts.


What kind of receipts can I print?

  • Daily Settlement – A summary of how many transactions were accepted, divided into card types (this clears all transactions from the terminal)
    • Press MENU, 2, OK
  • Receipt list – A complete list of transactions, both declined and accepted, with additional information on each transaction (after a receipt list is printed, the terminal isn't settled yet)
    • Press MENU, 4, 3, MENU (again), OK

Note: Daily settlement doesn’t include a receipt list. In order to print a receipt list, you need to print it before you make a settlement.


SIM card is not working

Check your connection by checking the signal strength in the upper left corner of the screen. You can check if the SIM is connected to the provider by looking for the provider name (fx “Telia”) on the screen.

If it doesn’t work, please contact us in Support, and we will help you.


Battery – how do I use it?

Charge the battery up to 7 hours until fully charged to achieve maximum battery lifetime.

Reset the charging circuit by placing the terminal without battery on the docking station, then take it off and do the same thing again, but this time with the battery and wait.


What is Rolling Reserve?

Rolling Reserve means that we hold back a certain percentage of your payouts for 180 days, after which we will pay it out to you – as a kind of guarantee.


How do I send terminal and accessories back?

We will send you a return label at your own expense, so we make sure that the package is traceable and assure that it is delivered to the right address, and that we know exactly, when we received the sent items.

Note: Please refrain from sending the terminal without having contacted us first, so your package is sent to the right address and using the right means.


How do I change my organization number?

If your organization number changes, we need to know immediately.

Your current agreements are registered on your current organization number, and they are inseparable. If this number changes, please contact Sales, as you need a new agreement.

Note: There are no exceptions for this rule: New organization number = New agreement.


What is DCC?

DCC (Dynamic Currency Conversion) is a service that offers you to give your customers the chance to pay in their home currency, if they choose so – exchanged with competitive exchange rates.


How do I terminate an acquiring agreement?

If you want to terminate your acquiring agreement, please send us an e-mail at …:
support@bambora.com

…where we will inform you about the final termination date as well as of everything else important to your termination.


Can I pass the transaction fee onto the cardholder (surcharge)?

Since the PSD2 came into force in January 2018, you can only pass the transaction fee onto cardholders using business cards and/or cards issued outside the EU/EEA.

If you still need this feature on your terminal, be aware that it only works, if you have a Bambora-terminal and only use Bambora as your acquirer.

Contact Support, and we will set it up for you!


What is 3D Secure?

3D Secure is a security solution for online payments that has been used since 2001 to reduce and prevent online card fraud. The solution has been developed by the card networks and is designed to protect both consumers and companies by authenticating that it is actually the card holder who is carrying out the transaction. How this authentication works depends on what bank has issued the card.

As a result of the EU’s new payment service directive, PSD2, 3D Secure will be used for nearly all European online payments from September 14, 2019. This means that, as a merchant, you have to have 3D Secure implemented on your online store in order to accept payments with European cards. In conjunction with these new rules, the card networks have also developed a new version of 3D Secure, called 3D Secure 2.0. This version is more user-friendly for consumers and makes it possible for customers to be exempted from the demand for authentication through what is called a “friction-less experience”.


How do I get 3D Secure?

From September 14, 2019, all customers with a Bambora PSP will have 3D Secure implemented on their online store. All our acquiring customers already have support for 3D Secure. In both our role as a PSP and an acquirer, Bambora will also support 3D Secure 2.0. This version will be used for transactions with cards that also support 3D Secure 2.0. If you don’t have a Bambora PSP, you need to contact your supplier to make sure that 3D Secure is implemented on your online store.


Why is Magento 1 no longer supported with my payment solution?

In 2018 Magento announced that all versions of Magento 1 will become end of life (EOL) as of June 30, 2020. Read more here.


How do I update my terminal software?

Normally a software update will automatically started when you settle your terminal. To manually update your software please do as follows:

For terminal models IWL, ICT and IPP:
  • Click on Menu
  • Choose Settings
  • Choose Update terminal software
  • Enter your terminal password and wait for the update to start.
Please do not cancel the update once it has started.

For terminal models MOVE, DESK and LANE:
  • Click on Menu
  • Choose Support
  • Choose Terminal Management
  • Choose Terminal update

Please do not cancel the update once it has started.


When will PSD2 / SCA be enforced?

The requirement of SCA (Strong Customer Authentication) were supposed to be mandatory for all electronic payments within the EU on September 14th 2019. However, technical complications with implementation throughout the business forced the EBA to issue a grace period until 31st of December, 2020, for implementation instead. On this new date for the deadline, all players must be ready for the SCA requirement.


How do I know if I am in scope for PSD2 / SCA?

PSD2 mandate applies to countries within the European Economic Area (EEA) and all transactions where both the issuing and acquiring banks are located within the EEA.

Here you can find a interactive guide.


How does PSD2 / SCA affect my e-commerce business and what do I need to do?

Stronger security for electronic payments

Of the new rules that come into effect in September, the mandate for Strong Customer Authentication (SCA) will have the biggest impact on the everyday lives of merchants and consumers. The SCA mandate means that customers will have to verify their identity in order to make any electronic payment. This is supposed to protect consumers from criminals being able to, for example, use stolen card information to make fraudulent purchases. In the case of card payments, the SCA mandate will only apply to cards issued in Europe, and some unmanned terminals (i.e. at toll booths and in parking garages) will also be exempted for practical reasons.

On a practical level, SCA means that customers have to verify their identity by using at least two out of three factors when making a payment. The three factors are: Knowledge (i.e. a password or PIN that only the customer knows). Possession (i.e. the customer’s card or phone) and Inherenece (i.e. using biometric features like facial recognition or fingerprint).

What online merchants need to do to comply with PSD2

Accepting payments from the world’s largest card networks, Visa and Mastercard, will require that you have implemented the security solution 3D Secure for your online store. 3D Secure has been used since 2001 to improve the security for online card transaction but now a new version has been developed that can also deal with the exemptions in PSD2.

Bambora have previously recommended all our customers to use 3D Secure, since it helps prevent fraud and also protects the merchant from liability in case of any fraud. From 31st of December it will also be a requirement for accepting payments from Mastercard and Visa cards. For you as a merchant it is therefore important to make sure that your payment service provider has implemented for 3D Secure.

For customers that are using Bambora’s solution for online payments, Bambora Checkout, Bambora Online and Payform, this adjustment will be completely seamless. Before December 31st, we will implement the latest EMV 3DS version for all our online merchants, allowing them to continue accepting card payments.


How does PSD2 / SCA affect my instore business and what do I need to do?

Contactless payments are still allowed

For in-store card payments, the new SCA rules won’t pose any big challenges. By entering your PIN after your card has been read by the terminal, you will have verified your identity with two factors (possession of the card and knowledge of the PIN). There is also an exemption in PSD2 that will allow customers to continue making contactless payments without PIN. However, this exemption will be limited to purchases for up to 50 € and if the customer makes five such transactions in a row, or reaches a combined value of 150€, PIN will be required.

To be able to use the exemption for contactless payment, your terminal’s software will also have to be updated, so that the terminal knows when to request PIN and not. If you are using a stand-alone terminal from Bambora you won’t have to worry about this since our terminal software has been updated. If, on the other hand, you have a terminal that is integrated with your cash register, the supplier of the cash register will also have to update their integration to our terminals to handle the new software. If you want to know more, please contact us at support@bambora.com.

Chip-and-go and signatures are affected

The exemption that allows for contactless payments without PIN will not extend to so-called chip-and-go solutions, where the customer puts the chip in the terminal but doesn’t enter his or her PIN. This means that chip-and-go has been effectively banned in Europe since November 1, 2020. Another important aspect of PSD2 is that it doesn’t count your written signature as one of the three SCA factors. This means that card issuing banks can choose to decline card transactions that are authenticated with a written signature after November 1, 2020.

Another technology that has become history since November 1, 2020, is the card’s magnetic stripe. Since these stripes are considered to be quite easy to copy, the European Banking Authority is expected to make the assessment that the magnetic stripe is not sufficient to prove “possession” of the card and can’t be used as one of the three factors. In practice, this would mean that you can no longer use the card’s magnetic stripe in a European card terminal.

It is important to note that all these new rules only apply to cards that are issued in the Europe. Customers from other parts of the world will still be able to pay as before with both their signature and with magnetic stripes. If you have any questions about PSD2 and how it will affect you, please contact our support.


What are the consequences of not being PSD2 / SCA compliant?

As a merchant, it is important to ensure that you through your payment gateway (often called PSP) are managing SCA-compliant transactions, no later than December 31st, 2020.

If you do not, issuing banks could refuse your transactions, leading to lower authorisation rates. It is the issuing banks that implement protocols to comply PSD2/SCA regulations.

Our strong recommendation, for e-commerce merchants, is to switch to 3D Secure 2.2 as soon as possible as this creates a smoother flow for your customers and reduces the risk of transactions being declined. Read more about how you can update to 3D Secure 2.2 here.


Which transaction types are not affected by PSD2/SCA?

One of the most debated aspects of the SCA requirement concerns transaction types that are not affected by the requirement and the exceptions that may be made according to the Payment Services Directive PSD2.

"Out of Scope" and "Exemptions"

The types of transactions that are not affected by the requirement are those that are simply not part of the new directive, for these types SCA will not become a requirement. These are called "Out of Scope". There are also types of transactions that are classified as exceptions, where the payment is still affected by the directive, but where merchants together with their acquirer, or the card issuer can request an exception for SCA for that particular transaction. These exempt transactions are called "Exemptions". For both "Out of Scope" and "Exemptions", there are regulations for when the different cases may be applied.

The most common payments for merchants within these areas will be low-sum payments and subscription services. The exception for low sums is relatively straightforward: the acquirer can ask the card issuer to exclude a transaction if the amount is less than € 30. If the card issuer denies the exception, the customer still needs to do SCA via 3D Secure. If the exception is accepted, the purchase will be completed without a 3D Secure question to the card customer. This is called a frictionless payment.


What are the regulations for subscription services?

The regulations regarding subscription services and stored cards, where sometimes the merchant initiates the payment, can sometimes be perceived as a bit more complicated. The basic rule is that a customer only needs to do SCA when the card is to be stored and recurring payments are registered for the first time. If done correctly, all subsequent payments can be made without a 3D Secure question to the card customer. However, in order for this to work, transactions must be flagged correctly in accordance with the regulations for payments with stored cards.

Historically in the industry, many subscription services and solutions with stored cards and recurring payments have been different than today since the regulations have been changed to better reflect the requirements that exist. All merchants that offer recurring payments online should therefore be extra vigilant in order to ensure that transactions are managed properly to not risk denied transactions. In this case, both the payment service provider (PSP) and the acquirer needs to manage the regulations for payments with stored cards and subscription services in order for these transactions to be valid according to the PSD2 directive with "Exemptions" and "Out of Scope". Thus, not to risk being denied by the card issuers on repeat purchases.