FAQs

It’s just the facts... nothing but the facts.

Listed below are some solutions to common questions we frequently receive from our customers. You may find the answer to a problem or question you are experiencing. If you are unable to find your solution, do not hesitate to contact us at 1-800-544-9145.


How do I change my bank account where my funds deposit to?

To change the bank account, we will accept one of two items:

  1. A “VOIDED” check- this cannot be a starter check, it must be an actual check with your company's name and address printed on the top, left corner.
  2. A letter from the bank.

We require the letter to be drafted on bank letterhead with the following:

  1. Routing Number
  2. Account Number
  3. Bank Representative Signature and Phone Number
  4. Fax/Mail/Email to Abtek, we will call when the change has been made.

If you currently accept American Express, you will need to call them separately at: 800-528-5200. Let them know you need to update your bank account information, you will receive instructions on how to complete the change.


How can I check the balance on a gift card?

There are two ways to check the balance on a gift card.

  1. By Phone Call: 1-800-242-5353
  2. On the terminal:
    • Press the Gift Card/EBT button
    • Select Balance Inquiry
    • Swipe Gift Card
    • Terminal will print receipt with balance

How do I reset the date and time on my Hypercom Terminal?
  1. Press function (blue key) 10, Press ENTER
  2. Enter password, Press ENTER
  3. Enter Month, Day, Year (MMDDYY), Press ENTER
  4. Enter Time (HHMM), Press ENTER


Questions Regarding Payment Gateways

What is a payment gateway?

A payment gateway is an e-commerce application service provider service that authorizes credit card payments for e-businesses, online retailers, bricks and clicks, or traditional brick and mortar. It is the equivalent of a physical point of sale terminal located in most retail outlets.


How does it work?
  1. Customer submits credit card payment online.
  2. Gateway routes transaction information via a secure connection to the processor.
  3. Processor submits the transaction to the issuer (Visa, MasterCard etc).


Questions Regarding Card Truncation

What is Card Truncation?

Card Truncation is an anti-fraud measure to limit the amount of information printed on the receipt or displayed on a POS (point of sale) system in regards to debit and credit cards. With identity theft on the rise, all major credit card issuers have a mandate limiting the information to the last 4 digits of the card number and no expiration date on both the customer and merchant receipts. This requirement is also consistent with the payment data protection objectives defined within the Payment Card Industry Data Security Standard (PCI DSS).


How do I know if I'm compliant?

You are compliant if both the customer and merchant receipts only print the last 4 of the customer's card number and no expiration date. If you are not sure please call us at 1-800-544-9145 and ask to speak with technical support.


What should I do if my receipts are not truncated?

If the customer's full card number or expiration date print on either the customer or merchant receipt, please call us right away at 1-800-544-9145 and ask for technical support.



Questions Regarding Terminal Screen Messages

My Terminal reads "CALL VOICE OPERATOR" what should I do?

Call the voice approval center at:
Visa/Mastercard: 1-800-321-4009
Discover: 1-800-347-1111
Amex: 1-800-528-2121

You will need your corresponding merchant number.

Follow the prompts to enter the credit card number, expiration date, and amount of card.

The card will either be approved or declined. If the card is approved please call Abtek to be walked through forcing the transaction into the terminal so that you will be paid on the transaction. If the card is declined ask customer for a different form of payment.


I received a decline message when I ran a card, what should I do?

A Decline means the card issuer (bank) does not approve the transaction. The Transaction should not be completed.

Return the card to the customer and instruct them to call the issuer for more information on the status of the account.


My Terminal reads "PRINTER DISABLED" what should I do?
  1. Press Function (the blue key at the top)
  2. Press “82” ENTER

This function will re-set printer and will print a test