Support

POS FAQ’s

  • Do I have to change bank accounts?
    • No, all deposits will continue to go into your existing business account.
  • What do I do if the machine breaks down?
    • Monex provides Technical Support Monday – Friday 8:30am to Midnight EST & Saturday – Sunday 10:00am to 6:00pm EST.
  • Are your machines brand new?
    • Yes, all of our units are brand new and are compliant with Interac and Chip regulations.
  • What about new technologies?
    • Most changes are software related. Monex will always make these upgrades available to our customers.
  • When will my Visa and Master Card transactions be deposited into my account?
    • Typically within 48 hours.
  • How quickly can I get my terminal?
    • We can get you the terminal with Debit enabled within 2 days. If you require the terminal to have credit cards activated, it will generally take an additional 5 business days.
  • How quickly will a terminal be replaced if it is not working?
    • Depending on your region, replacement is as fast as 4 hours.
  • Do I have to buy the terminal?
    • We have purchase and lease options available
  • Is there a warranty?
    • We have a lifetime warranty on all of our POS terminals.
  • Is the machine easy to use?
    • Our terminals are all very user friendly!
  • Is there a machine that I can use for deliveries?
    • Absolutely. We have the ideal long range wireless device for all of your needs.
  • I own a restaurant, do you have a machine that I can take to my tables?
    • Absolutely we have the ideal short range wireless device for all of your needs.
  • Can the machine be programmed to accept tips?
    • All of our terminals are tip capable. Simply let us know, and we will set it up!
  • How can I get a record of all my transactions?
    • Monex offers all of our clients online reporting for any date range.
  • Which bank are you affiliated with?
    • Monex is a bank neutral organization. We work with any Canadian banking institution.
  • Is our money safe if we are not processing through the bank?
    • All Visa, MasterCard and Interac transactions are subject to very stringent guidelines. This ensures that all of your transactions are safe and accounted for regardless of who is providing the services.
  • Do you provide receipt paper for the machines?
    • All of our terminals come with a supply of paper and we also sell paper at extremely competitive prices.
  • Can you guarantee that I will be accepted for Visa and Master card?
    • Visa / Master card acceptance is subject to a credit check by our preferred merchant services provider but our approval rate is 95%.
  • Can credit card acceptance be added at a later date?
    • Of course. We simply need to fill out an application.
  • What rate can you provide me for Visa / Master card?
    • Rates are based on your business volume and average transaction size. We will guarantee to beat ANY rates!
  • How will I know if there are enough funds in my customers account?
    • The terminal will either approve or decline all transactions. Both the terminal screen and the receipt will indicate if the transaction is completed.
  • Can I charge a fee per debit transaction?
    • Absolutely. We can program the fee to any amount you prefer.
  • Can I charge my customers only if they buy a low purchase item?
    • Many of our merchants choose to charge a fee if the transaction amount is small. This makes complete sense as your profit margin is obviously much thinner.
  • Can I surcharge on credit?
    • Visa / Master card regulations prohibit surcharging on credit card transactions.
  • Do I require a separate phone line?
    • You can use your existing phone line.
  • Do you have machines that can process faster; through internet?
    • Yes, our internet, high speed terminals are ideal for high traffic stores and restaurants!
  • If I get the internet, high speed terminal, do I have to have a computer present?
    • You only need to have high speed internet enabled, no computer is required.
  • If the internet is down, can I use a regular phone line to process transactions?
    • Yes, the terminal can be programmed to process through a regular phone line.