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Pogo Support

When are my funds deposited?

Funds will normally be deposited 2 business days after the transaction. However, to protect against fraud some transactions may be subject to review and may therefore take slightly longer.

Do I need to settle my account at the end of each working day?

Once your application is approved, your Pogo> account will be linked to the bank account provided. Payments accepted will automatically be sent to your bank account within the designated timeframe.

Can I have funds deposited to more than one bank account?

AIB Merchant Services can only deposit funds to one bank account.

How do I link my bank account to my Pogo> account?

Once your application is approved, your Pogo> account will be linked to the bank account provided. Payments accepted will automatically be sent to your bank account within the designated timeframe.

How do I download the Pogo> mobile app?

For iOS search the App Store℠”AIB Pogo>”.For Android search the Google Play™ store “AIB Pogo>”.. It is suggested that you connect to a WiFi network to download or upgrade the application software. If you are an iPad® user, please select ‘iPhone® only’ to download the app.

What devices are compatible to work with Pogo>?

For Apple® Users:
Pogo> is compatible with the iPhone®, iPad®, and iPod touch® running iOS 7 or later. Please note you will only be able to take payments when you are connected to a Wifi or Mifi service.

For Android™ Users:
Pogo> is compatible with Android™ devices running version 2.3 of the operating system or later.
Pogo> is not compatible with Beta versions of Apple or Android operating systems or Honeycomb operating system for Android tablets.

Can I accept payments without a card reader?

No, you must use the Pogo> card reader.

How do I link my card reader with my smart device?

Your Pogo> card reader connects to your smart device via Bluetooth®.

For Apple® users:

  • Select settings from your main screen within your device
  • Select Bluetooth
  • Make sure that the Bluetooth option is “ON”
  • A list of devices will appear – select the Pogo> card reader and select “Pair”

For Android Users:

  • If you have an Android™ device, the Pogo> App will enable Bluetooth if not already turned on. As part of your first transaction, if the card reader is not paired, the App will automatically give the option to pair to the card reader. Select the card reader from the list of available devices.
  • Additional Bluetooth troubleshooting steps:
  • Make sure that the Pogo> card reader is switched on
  • Make sure that the Pogo> card reader has sufficient power to pair with your smart device
  • Make sure that Bluetooth is set to “ON” on your smart device
  • Re-select and attempt to re-pair the Pogo> card reader from the list of Bluetooth devices
  • Android only – if as part of your 1st transaction there is a problem during the automatic pairing process, you may have to pair the card reader and device manually
  • Refer to your devices manual on Bluetooth connectivity

Please refer to the Pogo User Guide for more information about your Pogo> card reader.

Do I have to charge the reader?

Yes, the Pogo> card reader has its own power source and does not draw power from your device. Fully power the card reader using the USB cable provided.

Can I take a transaction in an area that has no network/Wi-Fi coverage?

No, Pogo> will only work with a 3G / 4G network or Wi-Fi coverage. If you’re in an area with no network or Wi-Fi coverage you need to ask for a different form of payment.

Can I print receipts?

Pogo> allows you to send email receipts as part of a transaction. Please refer to the Pogo User Guide.

What if I don’t want to email a receipt?

It is a Visa and MasterCard requirement that you provide customers with a receipt. If your customer requests a receipt but does not want to provide you with an email address, you can select manual receipt within the app and write the customer a physical receipt

What types of Payments can I accept?

All Visa®MasterCard® and Maestro cards can be accepted. Debit and credit cards.

How do I process a sale?

Processing card payments with Pogo> is easy. Please refer to the Pogo User Guide.

How do I issue a refund to a customer?

Processing a refund with Pogo> is easy. Please refer to the Pogo User Guide.

My customer did not receive the e-mail receipt. How can I resend it?

You can search for the specific transaction and check the email address provided, editing and resending as required. Please refer to the Pogo User Guide to learn how to resend payment receipts.

What should I do if a card is declined?

Often a decline occurs because the card presented for the sale does not have the funds available to complete the transaction. If a card is declined, ask the customer for another form of payment. If the customer insists that the card should not have been declined, advise the customer to call the bank that issued the card (the phone number is usually on the back of the card

How do I use the barcode scanner?

When adding items to your catalogue list you can scan the product barcode so this is stored against the relevant item. Alternatively you can add in the EAN barcode number directly into the catalogue item. Once completed, you can begin scanning the barcodes of relevant catalogue items within the Sale screen to quickly build the basket. For further instructions on how to add items to your catalogue, please refer to the Pogo User Guide.

Can I add a picture to my catalogue item?

Yes you can add pictures to your catalogue items by selecting images stored on your device. To learn more please refer to the Pogo User Guide.

I made a mistake when submitting a sale. How do I void a transaction?

You do this by issuing your customer with a refund. Please refer to the Pogo User Guide.

What type of data plan will I need?

As long as your data plan supports web browser usage, you should be able to use Pogo>. The amount of data used will vary according to your specific device.

What happens if I change my smartphone or tablet?

The Pogo> app will need to be downloaded onto your new device and will need to be paired with the card reader. You will also need to login to your Online Account, access the Administration area and reset your certificate. The Pogo> app can be downloaded on multiple devices, but can only be used on one device at any one time.

When you transact for the first time, your mobile device and card reader will automatically synchronise by “remote key injection” to secure connections from your card reader to the payment networks.
During this process your card reader will display the following message: Initialising security keys.

Your mobile device will display the following message:

  • Generated keys
  • Downloading files 1 of 4
  • Sending keys to Gateway
  • Uploading files

If you are asked to do this manually, please refer to the Settings area of the App. Please refer to the Pogo User Guide.

Why do I need to download the security certificate?

Statements are generally available by the third business day of the month. You can access your statement through your “Guide to Managing your Online Account” . Please note that in order to access your Online Account, you will need to have installed your security certificate to the device you are logging in from. This is provided to you by email as part of your application approval.

Are there transaction limits?

Your Pogo> account has limits built into it including transaction and refund limits. These limits are not published to help protect against fraud.

What happens if I have a “dispute” or receive a “Chargeback”?

You will be asked to provide information and documentation relating to the case, AIB Merchant Services will then review the case and provide written notice to you with the outcome. The letter will outline if a credit has been applied to your account or not.

Where can I find a copy of my Merchant Agreement?

A copy of your Merchant Processing Agreement (MPA) was emailed to you as part of the application process. This includes definitions of terms involving pricing, billing, security, payments and other subjects related to your account.

Where can I find details of my pricing rates?

Your transaction pricing plan will be outlined in your Merchant Processing Agreement which was emailed to you as part of the application process.

Can I have statements mailed to me?

No. To access your statements, please log into your Pogo>Online Account.

I closed my business. Do I need to change anything involving my Pogo> account?

Please cancel your Pogo> account by contacting our Helpdesk on 1850 200 417 (Monday to Friday 8am to 11pm and Sunday 9am to 5pm) Option 5 for Pogo> and your Merchant ID as your reference.

What is the process to report a faulty card reader?

Please refer to the Pogo User Guide for information relating to card reader faults.

What is the process to report a lost card reader?

If you have lost your card reader and wish to order another one, please contact our Helpdesk on 1850 200 417 (Monday to Friday 8am to 11pm and Sunday 9am to 5pm) Option “5” for Pogo> and your Merchant ID as your reference.

Why do I need to download the security certificate?

As part of our commitment to ensure the protection of your data, you will need to download a security certificate before accessing your statements online. This provides additional security for you when you log into your Online Account and ensures that no one else can access your account. For further information to key questions and information on how to install your certificate, please refer to the Online Account Guide.

How is the security certificate sent to me?

The certificate and instructions are sent to you by email once your Pogo> account has been approved.

What information do I need to install the security certificate?

You only need your certificate password which is the same password you created when setting up your Pogo> account.

How do I install the security certificate?

For most users, upon opening the attachment, a quick start wizard will guide you through the installation in just a few simple steps. You will be prompted to enter a certificate password. This is the same password you created when completing your application. Should you experience any issues, please refer to the ‘Guide to Using your Online Account

How do I access my Online Account?

Once the certificate is downloaded, you can access your Online Account. The following information will be required:

  • Your store number/name, which was sent to you within the email “Pogo> Security Certificate Installation Instructions”
  • The user name and password you created when you applied for your Pogo> account

From which browsers can I access my Online Account?

It can be accessed using Google Chrome, Mozilla Firefox and Microsoft Internet Explorer.

It is likely you have clicked on the Online Account hyperlink without installing the security certificate first. Just click on the certificate attached to your “Pogo> Security Certificate Installation” email and follow the installation steps. Should you experience any issues, please refer to the ‘Guide to Using your Online Account’.

What happens if I don’t install the security certificate?

Unfortunately you will not be able to access your Pogo> Online Account which you need for statements, transaction history and management information on your Pogo> account.

My certificate password doesn’t work?

The most common reason for this is not using the password you set up when applying for Pogo>. Remember this is case sensitive. If you have forgotten your original password, please contact our Helpdesk on 1850 200 417 (Monday to Friday 8am to 11pm and Sunday 9am to 5pm) Option 5 for Pogo> and your Merchant ID as your reference.

The install wizard does not run when I click on the security certificate file. If this happens simply follow the following steps:

  1. Create a folder on your desktop called certification
  2. Save the security certificate that was attached to your email “Pogo> Security Certificate Installation Instructions” to the certification folder and unzip the file
  3. Once the file has unzipped, double-click on the certificate file
    Upon opening the attachment, a quick start wizard will guide you through the installation in just a few simple steps. You will be prompted to enter a certificate password. This is the same password you created when completing your application. Should you experience any issues, please refer to the Certificate Install Guide.

Can I access my Online Account from multiple devices?

Yes, as long as you install the certificate on each device you wish to access the Online Account.

How do I log in to the Pogo> mobile application?

  • Download the AIB Pogo> App via the App Store® or Google PlayTM.
  • Sign into the app using the username(i.e your email address) and the auto generated password AIB Merchant Services emailed you.
  • Once you have logged into the account, you need to pair your card reader with your mobile device.

You are now ready to start accepting card payments!

What happens if I can’t get a card to successfully read?

Pogo> has been designed for standard Chip & PIN transactions and is an EMV compliant card reader. If a customer’s chip & PIN card cannot be read by the Pogo> card reader after three attempts it will automatically fall back to a Mag stripe transaction. Should the swipe transaction fail after a third attempt, you should ask for an alternative card from the customer.

Who can I contact for help with my account?

You can find all knowledge materials on Pogo> under this section or by contacting our Helpdesk on 1850 200 417 (Monday to Friday 8am to 11pm and Sunday 9am to 5pm) Option 5 for Pogo> and your Merchant ID as your reference)

Can I get a manual or reference guide on how to use Pogo>?

You can find all knowledge materials in this section of the website. You can also find useful tips and help within the Pogo> App under the “Help” section.

The Pogo> card reader does not power on.

If the card reader does not power on, it should be charged for at least 3 hours. The red LED charging light will indicate that the device is charging. If you are still having difficulties with the card reader powering on, please refer to the Pogo User Guide.

What happens if I forget my password or user name?

If you forget your username and password, just call our contact our Helpdesk on 1850 200 417 (Monday to Friday 8am to 11pm and Sunday 9am to 5pm) Option 5 for Pogo> and your Merchant ID as your reference

Can I change my password?

If you want to change your password simply visit the Settings section of your App or the Administration area of your Online Account.

What kind of security will I have when I process transactions?

All transactions are encrypted as soon as you swipe the card using the Pogo> encrypting card reader, which means the card data, is unusable to criminals – and never stored on your smart device. The encrypted information is then safely transmitted via your phone carrier to our PCI DSS (Payment Card Industry Data Security Standard) validated gateway.

Once the response is received, the same information is encrypted and sent back to your device. At no time is card data stored either on your card reader or Pogo> App. Only the last four digits of the card will be retained for viewing on the customer receipt and in your records. You can feel safe knowing that if your device is ever lost or stolen, no valuable customer data from the application will ever be lost, because it was never stored on the device in the first place.

What steps can I take to reduce fraud?

  • Ensure Chip & PIN transactions are processed to avoid Magnetic Stripe and signature transactions. If a Chip & PIN transaction is unable to be processed, after three attempts the card reader will automatically fall back to Mag Stripe and request that the card be swiped through the card reader.
  • For Mag Stripe transactions check the card security features
    • Verify the cardholder’s identity
    • Ensure the card is signed and verify the signature
    • Verify the expiration date on the card
Download Pogo User Guide (PDF - 4MB)
This document provides detailed information on how best to use the Pogo>® application to benefit your business. The intention is to convey all the necessary information about Pogo> to get you up and running and accepting credit and debit card payments. Please take the time to read this carefully to ensure that you maximise the benefits and potential of Pogo>.
Download Guide To Using Your Online Account (PDF - 2MB)
This document provides detailed information on how best to use the Pogo> Online Account. As part of our commitment to ensure the protection of your data, you will need to download a security certificate before accessing your statements online. This provides additional security for you when you log into your account and ensures that no one else can access your data.

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