Answers to Frequently Asked Questions
MONEXgroup is committed to providing top-tier support and service. This section is intended to help you find the information you need quickly and easily, with answers to the most common questions. If you can’t find what you are looking for here, call us at 1.866.286.7787 for assistance.
How quickly will I receive my funds?
With all of our solutions, payments are processed quickly and deposited into your account by the next business day, so you can access your funds without delay.
What if my terminal stops working?
We provide 24/7 support to keep your business up-and-running smoothly. If something goes wrong, you can reach out for troubleshooting.
What if I (want to) do business across the border?
No problem! MONEXgroup supports businesses in both Canada and the United States, so you can expand or operate seamlessly in either country with one provider.
What kind of service can I expect as a client?
With MONEXgroup you’ll have a dedicated Account Manager and direct access to first-line support, ensuring quick responses and personalized assistance whenever you need it.
Can customers get receipts via email or text?
Yes. You can send e-receipts directly from the terminal, streamlining the checkout process and improving customer convenience.
Will the terminals work in extreme weather?
Yes. Our terminals are rugged and weatherproof, designed to withstand harsh environments including heavy rain, snow, dust, and extreme temperatures without compromising performance.
Can I use Count-Up at my car wash?
Yes. The terminal supports Count-Up mode along with other options such as: Service Mode, Package Mode, Count-Down, and Fixed Pricing – giving you full flexibility to match your car wash operations.
Can customers pay using a cellphone?
Yes. Our terminals accept all major payment methods, including tap, insert, chip & PIN, using debit cards, credit cards and mobile wallets; removing cash-only limitations.
Will this work with my current equipment?
Yes. Our terminals integrate seamlessly with existing coin acceptors, timers, and controllers from all major brands.
Do I need separate connection for the terminals?
No. Each terminal comes with built-in 4G connectivity, eliminating the need for external Wi-Fi or additional internet service.
If the connection is lost, can it still take payments?
Yes. Our terminals support offline payments through a Store & Forward feature, allowing you to continue accepting transactions even without connectivity. Payments are processed once the connection is restored.
Can I customize the terminal with my own brand?
Yes. Our terminals support full white-labeling, allowing you to showcase your brand with customizable hardware and interface options.
What if a customer needs a refund?
Refunds can be processed instantly right from the terminal, offering a smooth experience for both you and your customers.
Can I monitor my terminals in real time?
Yes. You can view live status updates to monitor machine performance, helping you detect and resolve issues before they affect operations. You can also remotely activate terminals and adjust the pricing.
What if I introduce attended (in-person) payments as well?
We’ve got you covered! With one provider, you can manage unattended, attended, and online payments all under one roof – without the need for multiple systems or providers.
How long does the battery last on my wireless terminal?
All our portable terminals offer a battery life between 7 and 9 hours, giving you reliable performance throughout the busy day, without recharging.
What if I use specific accounting software such as QuickBooks?
Our terminals integrate with QuickBooks and other accounting platforms, helping you streamline payroll, timesheets, and reporting – all from a single system.
Can I take payments if the customer is not here?
Yes. Our system supports Card Not Present types of transactions, allowing you to securely collect payments over the phone or through manual entry – without requiring the physical card.
Can I offer loyalty rewards to my customers?
Yes. With our payment solutions, you can create and manage custom loyalty programs that reward repeat customers, and encourage long-term relationships.
How about gift cards?
Our solutions support gift cards. You can easily manage rewards, track redemptions, and process gift cards to keep customers coming back.
What if I need appointments or bookings?
With our payment solutions you can offer self-booking tools and automated reminders, giving customers the flexibility to easily schedule and manage appointments, on their own time.
What if I want to add unattended kiosks or self-serve options?
No problem! We support attended, unattended, and online payments through a single platform – making it super easy and convenient to expand your business, without switching or adding providers.
How do you ensure secure payments for my customers?
We are fully PCI DSS compliant, which means we follow the highest security standards set by the major credit card networks. This protects your business and your customers by helping prevent data breaches and card fraud.
How are the card details protected during and after a transaction?
We encrypt all cardholder data during transmission and securely store it in compliance with PCI DSS standards, keeping your customers’ information safe at all times.
What are the objectives of PCI DSS Compliance?
Establish and maintain a secure network, protect payment card and cardholder data, maintain a vulnerability management program, Implement strong access control measures, ensure the confidentiality, integrity, and availability of cardholder data, as well as minimize the risk of financial fraud and data breaches.
Have another question or need support?
We’re just a call away! Whether it’s an account update, supply order, or general assistance, our team is ready to help. Call us at 1.866.286.7787 Monday to Friday, 9am-5pm EST. Your dedicated Account Manager is always here when you need them! Please have your Merchant ID ready.