Support centre


Welcome to the Support centre. Here you’ll find further information on all things related to Paymark, EFTPOS and electronic payments.

Terminals and Technology

Troubleshooting tips, and the lowdown on our tech

What is the status of my EFTPOS terminal?

Click here to make sure your EFTPOS terminals are complying with the required software and hardware standards with our easy to use terminal checker.

Why is my terminal hardware and software important?

Terminals are approved for connection to the Paymark network provided they are operating compliant versions of both hardware and software. Software and hardware versions operate on separate release cycles and it is important that each remains compliant to ensure you can continue taking payments. Upgrading your terminal not only ensures that your business can continue to take EFTPOS payments, but also ensures the security of your customer’s payment information. More recent versions of EFTPOS terminals are better equipped to prevent fraudulent activity, giving you the peace of mind to transact with confidence.

We recommend that you make the most of your upgrade and talk to your terminal provider about new payment features that can best support your business needs. We are seeing that many businesses are upgrading to software that provides access to a wider range of payment cards and acceptance methods. More recent terminals can also process transactions faster, take up less room on your counter and are lightweight for those needing to take payment on the go.

I have a PCI 1.3 terminal and/or a terminal with software version 6.1 or 2013. What should I do?

PCI 1.3 and software versions 6.1 and 2013 will be removed from the market on 30 April 2017. You must upgrade prior to this date to ensure that you can continue taking electronic payments. To arrange an upgrade, we recommend that you contact your current EFTPOS terminal provider as soon as possible.

Your terminal provider may also have a lot of customers requiring an upgrade and there could be a wait time as the sunset date approaches. If you’re not sure who your terminal provider is, look for a sticker on your EFTPOS terminal. Alternatively click here for a list of accredited Paymark partners or contact the Paymark Customer Care Helpdesk on 0800 PAYMARK (0800 729 627).

What do I need to know about terminal software?

Paymark releases an annual software lifecycle, which is necessary to maintain compliance and enables the introduction of new payment features. Current software versions are listed below:

Specification Sunset date
6.1 30/04/2017
2013 30/04/2017
2014 30/04/2018
2015 30/04/2019
2016 30/04/2020

The sunset date, also known as a disconnection date, is the last date that a particular hardware version is able to connect to and transact on the Paymark network.

What do I need to know about terminal hardware?

The hardware version is set by the PCI Security Standards Council. Payments New Zealand have provided the mandated lifecycle dates for New Zealand. Current hardware versions are listed below.

Hardware version Sunset date
1.3 30/04/2017
2.x 30/04/2020
3.x TBD
4.x TBD

The sunset date, also known as a disconnection date, is the last date that a particular hardware or software version is able to connect to and transact on the Paymark network.

How do I know what type of hardware and software I have?

If you’re not sure what version of software or hardware you have, simply contact your terminal provider. If you’re not sure who your terminal provider is, look for a sticker on your EFTPOS terminal. Alternatively click here for a list of accredited Paymark partners or contact the Paymark Customer Care Helpdesk on 0800 PAYMARK (0800 729 627).

How can I check that my terminal can connect to the Paymark network?

Contact the Paymark Customer Care Helpdesk on 0800 PAYMARK (0800 729 627) or click here for the full list of approved terminals.

How can I connect to the Paymark network?

We recommend you connect to the network via your location’s broadband connection. Broadband is the most popular connection method because it allows you to process large transaction volumes quickly, at no additional cost from Paymark. Your terminal provider can step you through how to set up your broadband connection.

Paymark also offers connection to the network via dial up, both as a primary connection method and as a backup service. Merchants who typically use dial up for their primary connection to the Paymark network are in rural locations and do not have access to a reliable broadband connection. Many other merchants prefer dial up as their backup option, for peace of mind when their broadband connection is lost.

Whether you’re looking to connect via dial up as your primary connection method, or use it as a backup option, get in touch with your terminal provider to get set up – it doesn’t take long. Your terminal provider can also assist with removing your dial up connection.

If you’re not sure who your terminal provider is, look for a sticker on your EFTPOS terminal. Alternatively click here for a list of accredited Paymark partners or contact the Paymark Customer Care Helpdesk on 0800 PAYMARK (0800 729 627).

Click here for an overview of charges for connecting to the Paymark via dial up.

Is Paymark removing dial up as a connection method?

A while back we announced that dial up as dial up as a connection method to the Paymark network would be removed in 2017. Since then we’ve listened to your feedback and have now partnered with a new service provider.

We’re pleased to announce that from 1 March 2017 we are launching a new service that allows merchants to connect to Paymark via dial up – both as your primary connection and as a backup so that you never get caught out. We’ll continue to offer these options for as long as the copper wire infrastructure is available to us.

My terminal isn’t connecting to the Paymark network

Try resetting the power by turning your device off at the wall for a few seconds. Also check that all cords are firmly in place, both into the device and at the wall. If this doesn’t work, please contact your terminal provider for further assistance.

My terminal hardware isn’t working

Please contact your terminal provider for hardware malfunctions, such as the pin pad or printer.