FAQs

Depending on your payment acquirer, see below for contact details regarding any payment processing queries:

Elavon – 0345 850 0195

First Data – 0345 606 5055

Depending on the manufacturer, see below for contact details for any hardware-related queries:

(This can be found on the front of your pay terminal)

Spire – 0800 008 7283

Verifone – 0333 323 6505

In these extraordinary and challenging times as the world navigates and responds to the outbreak of COVID-19 (Coronavirus), we can assure you that you can continue to rely on the essential services provided by XLN to keep your business powered, connected, and up and running.

The government has announced a range of measures to help businesses weather the storm. These measures are unprecedented in scale, available to everyone, and aimed at ensuring no business goes bankrupt because of this crisis. All details of the support available can be accessed here.

We’ve also added an article that we will regularly update, which explains exactly how some of the key relief measures will work. It will also include updates to our own services as and when anything changes. You can access that article here.

Getting in touch

We have amazing teams throughout XLN that are here for you and remain committed to resolving any issues or queries you may have both quickly and efficiently. Our phone lines are live, and our service teams are all connected remotely – doing everything they can to support you.

However, we ask for your patience because they are currently dealing with extraordinarily high call volumes.

Our promise

Small businesses are the heartbeat of our high streets and the heroes of our economy. We will always do everything possible to deliver you the world-class service you deserve. We promise to always respond to you without delay. And if anything’s broken, we promise to fix it fast. Our team remains dedicated to keeping you up and running.

You make our lives better every day by baking our bread, cutting our hair, fixing our cars, pouring our pints and so much more. We think it’s only right that we do our bit too. So, whatever we can do to ensure the continued smoothness of your services, we are committed to doing.

We will continue to deliver the highest quality of service without compromise in support of Britain’s vibrant, independent businesses.

Thank you for your continued loyalty and support.

The Payment Card Industry Data Security Standard (PCI DSS) is a set of security standards designed to ensure that ALL companies that accept, process, store or transmit credit card information maintain a secure environment.

Keeping your XLN Pay terminal clean and hygienic has always been important for ensuring the best possible customer experience.

But with Covid lockdowns in place and many businesses preparing to re-open as safely as possible, the importance of clean terminals has increased.

So here are some tips on cleaning your terminal in the best, safest way possible:

Turn off your handset and unplug it from the power source before cleaning
Clean with a lightly water-dampened cloth or with a very small amount of pH-neutral, non-scrubbing soap
Don’t use solvents, detergents, bleach or abrasive cleaners
Once cleaned, you can sanitise using an alcohol-based wipe or cleaner applied to a cloth
Always apply gently – touch panel displays are especially sensitive
Never spray or pour cleaner directly on to the terminal
Never vigorously scrub, shake or dry the terminal
Happy cleaning!

Check the mains socket is on and working, make sure the power cable is locked in position underneath the cable tidy. Press the power button to turn on.

If you experience a terminal fault, please call our helpdesk for assistance on 0344 880 6121

Please call XLN on 0344 880 6121

It is best practice to complete this at the end of business every day.

When the terminal is displaying the ‘SALE’ screen.

Press ‘Batch’ and enter password 0000 and then press Enter.

Follow instructions on the screen.

The terminal will display ‘Processing’ whilst it communicates with the acquirer. A confirmation will then appear on the screen of the terminal and a report will print out for your records.

Check your internet and/or phone line is working

Switch the power off at the mains socket, check all the cables are properly connected, and hold down the power button to turn on. If the above fails call our terminal helpdesk on 0344 880 6121

To change bank details please call XLN on 0344 880 6121. If the entity of your business has changed or you have sold the business hence the reason to change bank details, we will walk you through the change of legal entity/ownership process.

To be eligible for a terminal upgrade, you will need to have completed the minimum term of your service agreement. All upgrades do not have an initial cost associated therefore upgrading at no additional cost.

If you wish to add Cashback, Amex, amend till receipt header, change your address etc.

Please call us on 0344 880 6121

Debit and credit card payments are processed on the day we receive them, while Giro payments can take up to five working days to get through.

If you’re paying by cheque, please write your account number clearly on the back of the cheque and allow five working days for it to reach us.

You can make giro payments at any high street bank, but we strongly recommend that you use a Lloyds Bank branch as this ensures that the payment is transferred without any issues.

In all circumstances, please make sure that you use Giro slips.

Please don’t use a Post Office if you’re paying by Giro as we have no formal agreement with the Post Office and the payment may not reach us.

Giro payments are not available for Energy.

We prefer payment by Direct Debit, but you can also pay by debit/credit card, cheque or Giro. If you pay by any means other than direct debit, you’ll be charged an admin fee of £7.95 per month.

Energy invoices work a bit differently and require a Direct Debit payment, otherwise your charges will be higher. Giro isn’t available for Energy.

We send invoices on a monthly basis rather than quarterly to make things easier for our customers to manage.