POS Provider – MONEX group – payment processing, point of sale, POS equipment, debit credit card machine, ATM

General FAQ's	^Back to Top
Q. Does everyone get approved by leasing company? A. Yes, providing you provide sufficient personal information for credit bureau check.
Q. How long does it take for POS deal to be completed? A. Debit Only/First – 3-4 business days, Debit/Credit – 8-10 business days
Q. Do you need to provide date of birth and or sin # for lease/credit approval? A. Date of birth is required, if no credit hit, SIN # will be requested.
Q. What is the American Express rate? A. The standard American Express rate is 3.5%
Q. What phone cards can we sell with Now Prepay feature? A. There are several companies that you can sell phone cards: Fido, Telus, Bell, etc.
Q. How long does it take for credit cards to be approved? A. Within 5 business days, Admin will have an update on approval/decline, and if more information is requested.
Q. What type of credit cards can terminals accept? A. Visa, MC, Amex, JCB
Q. What methods are available to buy the terminal? A. You can purchase or lease the terminal. We also have a rental program, which you can inquire with our sales agent.
Q. What Credit Card Provider does Monex process with? A. Chase Paymentech
Q. Do you have a cash back feature on the terminals? A. Yes
Q. Is there a cash back limit? A. The standard limit is $500 per transaction, or you can contact Customer Service to increase the limit.	^Back to Top
Q. Is there a debit limit on the terminals? A. Yes, the standard debit limit per transaction is $300.00. If you want to increase the limit you will have to contact customer service.
Q. Do we have to close our batch daily or is there an auto batch closing feature? A. All terminals are set on daily auto batch to ensure your funds will be deposited into your account, and increase efficiency with multi-employees on shift, without having them close batch on their own.
Q. How are the terminals delivered to merchants? A. Within GTA – the sales reps deliver terminals, Outside of GTA – terminals are shipped out Express
Q. When terminals are shipped, how long can we expect to receive? A. Depending on location it will take up to 3 business days. In east Canada – Express can take up to 2 business days. In western Canada – Express can take up to 3 business days.
Q. It's been more than 5 business days, and I have not heard whether or not I have been approved or declined by Paymentech. A. Please contact our customer service to inquire on the delay; the reasons for pending could be the following: missing information, app is declined – Admin notifies your sales agent.
Q. Can I call Paymentech directly to inquire about my credit card application? A. It is recommended to call Monex first, so we can investigate your application. We can access your file live to provide you a quick response.
Q. How do I change my bank account for the POS terminal? A. Submit the forms required: - Changes to Account - Credit Authorization (subject to Administration fee, consult Customer Service for details) - A signed copy of the void cheque which is to be used. Please allow up to 2 business days for the change to be completed. Note: changes to bank account only affect the debit transactions with Money Express. Please ensure that you make arrangements to change any required information with which you have contractual obligations, such as a leasing company, credit card processing company, phone-card company or any other involved party.
Q. How do I change ownership of my POS terminal? A. Submit the forms required: - Ownership Change - Credit Authorization (subject to Administration fee, consult Customer Service for details) - Equipment Services Application Agreement and Invoice - General Terms & Conditions - Interac Merchant Agreement - Paymentech application for Visa/Mastercard and American Express application for Amex (if desired) Please allow 2-3 business days for debit first. However, Visa, Mastercard and American Express may take up to 10 business days. Note: the existing terminal is not to be used for transactions or batch closes until the new merchant has either received replacement equipment or has been contacted by a Monex technical representative. The equipment needs to be activated under the new merchant # which is pre-assigned. The ownership change only affects the agreement with Money Express Financial Inc. Please ensure that you make arrangements to change any required information with which you have contractual obligations, such as a leasing company, credit card processing company, phone-card company or any other involved party.	^Back to Top
Q. How do I add credit cards to my POS terminal? A. Submit the forms required: - Changes to Account - Credit Authorization (subject to Administration fee, consult Customer Service for details) - Chase Paymentech application for Visa and Mastercard and/or American Express application for Amex - If you already have an existing credit card merchant number, submit a statement displaying your current merchant number. Please allow up to 10 business days for approval if you are applying for a new merchant number with Paymentech or American Express. If you are adding an existing merchant number to your terminal, please allow up to 3 business day for addition.
Q. I've changed the name, address and/or telephone number of my business. How do I get the changes to reflect on the receipts that print out of my POS terminal? A. Submit the forms required: - Changes to Account - Credit Authorization (subject to Administration fee, consult Customer Service for details) - Equipment Services Application Agreement and Invoice (displaying the updated information) - General Terms & Conditions Please allow 2 business days for the change(s) to be completed. Upon completion, you will be contacted by Customer Service and instructed to call Technical Support at (800) 268-4280 for a "terminal initialization" in order for the changes to take effect.
Q. I'm missing a deposit. A. First, make sure you've properly closed your batch and the POS terminal is not set to "Training Mode". Be sure the batch was successfully closed without any errors. For debit deposits, the description on your bank statement will most likely read "SNS Systems", not Money Express or Monex. The description on your bank statement for credit deposits may vary depending on your credit card provider. If you still cannot locate the missing deposit, please forward a copy of your batch close receipt and possibly a copy of your bank statement. They are necessary for a proper investigation. The investigation can take up to 5 business days so please be patient.	^Back to Top
Q. How long does it take for my money to be deposited? A. After the initial batch close: - Debit: Up to 2 business days - Visa & Mastercard: Up to 4 business days - American Express: Up to 7 business days
Q. I'm missing my monthly statements. A. Monthly statements are only sent by e-mail. Please provide our Customer Service representative with your e-mail address and we will kindly update our database to ensure that you receive your monthly statements. If you require a previous statement, our Customer Service representative will forward a copy to you upon request. Please note that our records can only go as far back as 6 months.
Q. Can I add/remove my surcharge? A. To add a surcharge, submit the forms required: a. Changes To Account b. Credit Authorization (subject to Administration fee, consult Customer Service for details) c. Equipment Services Application Agreement and Invoice (displaying the updated information) d. General Terms & Conditions You may not be entitled to remove or alter your current surcharge if a percentage of the surcharge is being given to Money Express. Please consult a Customer Service representative for further details.
Q. How long is my agreement for? A. Please see the General Terms and Conditions, section 5.0.
Q. Can I terminate my Monex contract early? A. Yes, however you may be subject to an early termination fee.
Q. How much is your early termination fee? A. Please contact our office and we will be better able to assist you.
Q. Does Monex lease the machine to me? A. No, Monex submits paperwork on your behalf to the either LFG or First Data Leasing.
Q. Can anyone be approved for a lease? A. Yes! Anyone and everyone is approved regardless of credit history.	^Back to Top
Q. Can I buyout my lease and continue using Monex processing? A. Yes. We strongly advise you to contact Monex head office for information regarding this.
Q. My ATM reads "ATM Offline, Try Again Later". A. The problem may vary, please contact a Monex Customer Service representative to begin preliminary troubleshooting.
Q. How long does it take for my money to be deposited? A. This depends on your deposit schedule. It may be everyday, once a week, bi-weekly or once a month. If you are not sure, please contact a Monex Customer Service representative for assistance.
Q. My customer requested a certain amount of funds (ex. $100) but what was dispensed was less than what was requested (ex. $80). What do I do? A. If you are experiencing difficulties, a Monex Customer Service representative may verify the claim over the telephone. If you are the cash loader, please check the ATM and inspect for the lost bills. If the bills are found, please give them to your customer. You also have the option to either give the customer a refund or you can ask your customer to open a trace with their bank. If your ATM is loaded by a Monex cash loader, you must ask the customer to open a trace with their bank in order to recover the funds.
Q. Does my ATM accept all major credit cards? A. Yes, the ATM will accept all major credit cards such as Visa, Mastercard and American Express.
Q. ATM is out of cash. What do I do? A. f Monex is responsible for cash loading, the Cash Loader is most likely already on his way to your establishment for a refill. If your ATM has just run out of notes, please contact Customer Service and a representative will notify a Cash Loader on your behalf. If you are responsible for cash loading, please follow the cash loading instructions.
Q. My ATM reads "Floppy Write Receipt Error". What do I do? A. Your ATM's journal disk is most likely full and needs to be replaced. If you see Error Code 151: Triton Down, please ensure you are following these instructions: 1) Log into the machine with the manager's password (merchant would have it) 2) Go into the Journal section (bottom left hand corner) 3) Click "Print All" – All the transactions will print out (~15 minutes) 4) Once all is printed, merchant MUST store the files until Monex can pick them up. 5) Bottom of the screen will say Clear Journal, press OK (give it about 3-5 mins to clear) 6) Once complete, merchant can press exit 7) Machine will be online again	^Back to Top