Support

INDUSTRY FAQ

  • How do I change banks or bank accounts?
    • MONEXgroup is committed to providing the easiest, most economical payment processing options to all Canadian small business merchants. To switch, all you have to do is pick up the phone – you don’t even have to change your PIN, let alone your bank account.
  • What happens if I experience difficulty of any kind?
    • Simple! Call your Sales Representative or contact our customer service online – we’re always here to help you deal with all of your credit card or debit card payment processing needs.
  • Are your terminals compatible with the newest and safest technologies?
    • Yes. All of MONEXgroup’s POS terminals are brand new and compatible with the latest safety technologies. As software updates become available, MONEXgroups offers them to our small business merchants.
  • How long does it take for a transaction to be deposited into my account?
    • This process generally takes 48 hours.
  • When can I get my terminal?
    • Debit payment enabled terminals can be provided to business merchants within two (2) days; terminals with credit payments enabled will take an additional five (5) business days. Malfunctioning terminals can be replaced in as little as four (4) hours.
  • My business own the terminal or does MONEXgroup?
    • MONEXgroup provides both purchase and lease options on all POS payment processing terminals. All terminals come with a lifetime warranty.
  • Do you provide short range and long-range wireless terminals?
    • Yes. Whether you’re bringing the terminal to a table at a restaurant or a domicile on delivery, MONEXgroup has terminals that will accept debit and credit card payments wirelessly.
  • Which bank are you affiliated with?
    • MONEXgroup is not affiliated with any particular bank and is therefore able to work with all Canadian banking institutions.
  • Where can I get receipt paper for the terminal?
    • All of our terminals come with a supply of paper; we also sell receipt paper at extremely competitive rates.
  • Can you guarantee I will be accepted for Visa and MasterCard?
    • Visa and MasterCard approval is subject to a credit check, which is performed by our preferred merchant services provider. However, our approval rate is 95%.
  • Can credit card acceptance be added at a later date?
    • Credit card acceptance can be added to any POS payment-processing terminal at any time. Simply fill out an application to get the process started.
  • What rates can you provide for Visa/MasterCard?
    • Rates are based on your business volume and average transaction size. MONEXgroup promises to beat ANY rate!
  • How will I know if there are enough funds in my customer’s account?
    • Each POS payment-processing terminal will either approve or decline all transactions. Both the terminal screen and receipt will indicate if the transaction was completed or declined.
  • Can I charge my customers a fee per debit transaction?
    • Many of MONEXgroup merchants choose to charge a fee when transaction amounts are small. This makes financial sense for many merchants, as the profits on small transactions are also smaller.
  • Can I surcharge on credit?
    • Visa/MasterCard regulations prohibit surcharging on credit card transactions.
  • Do I require a new phone line?
    • No, you do not require a new phone line.
  • Do you offer High-Speed, Internet capable terminals?
    • Yes. Our high-speed, Internet capable terminals are ideal for high traffic stores and restaurants.
      These terminals only require an Internet connection, not a physical computer and can be programmed to process through a regular phone line.