New customer? Request a Call Back Help & Guidance Tel. 1850 200 417 or Email Us Insight
Close search icon
Menu button

Before you call the Helpdesk

If your terminal is not working, contact your terminal supplier helpdesk immediately to report the fault (the number can be found on the sticker on your terminal). A representative will try to resolve the issue remotely, or will arrange for a new terminal to be sent to you as quickly as possible.

There are a number of checks that you can make before you call the helpdesk.

Check the troubleshooting section in your Quick Reference Guide.

  • Each terminal connects to AIBMS authorisation and processing systems using one of three connectivity types, as selected by you when placing your terminal order. The three types are:
    • PSTN (standard telephone line)
    • Broadband (standard broadband internet connection)
    • GPRS (using a specific mobile phone network)
  • A PSTN or broadband connection should not be shared with any other equipment (such as a fax, computer or another phone)
  • The telephone line should remain plugged into the terminal and left on at all times (24 hours a day) to ensure you receive authorisation and payment for transactions
  • Telephone lines should not have other services enabled, such as message answering, as such services can impair the operation of the terminal
  • If you plan to make changes to your phone system or broadband service (for example by installing a switchboard for phones or a firewall for your computer network) you must first check with Terminal Support that the change will be compatible with your terminal in order to avoid issues arising with authorisations or payment processing

Related Topics

Get in touch and let us help your business


Are you interested in trying one of our products?

Sales Enquiry Form

General Customer Enquiries

We're here to help existing customers with any issues

Customer Service Enquiry Form


We'd love to talk about how we can work together?

Partnership Enquiry Form

© 2020 First Merchant Processing (Ireland) DAC trading as AIB Merchant Services. All Rights Reserved. All trademarks, service marks, and trade names referenced in this material are the property of their respective owners. First Merchant Processing (Ireland) DAC is a joint venture between Allied Irish Banks, p.l.c. and First Data Corporation. The joint venture is a separate legal entity from Allied Irish Banks, p.l.c. and its subsidiary companies. "AIB" and the AIB logo are the registered trademarks of Allied Irish Banks, p.l.c. and are used under licence by First Merchant Processing (Ireland) DAC. First Merchant Processing (Ireland) DAC, trading as AIB Merchant Services, is regulated by the Central Bank of Ireland.

© The Clover trademark and logo are owned by Clover Network, Inc. a First Data company. All Rights Reserved. All trademarks, service marks, and trade names referenced in this material are the property of their respective owners.

Apple Pay is a trademark of Apple Inc.

  • AIB Merchant Services logo
  • FirstData logo
Site Map