Merchant Support

We are here to support your business.

What can we help you with?

EFTPOS Machines

Find FAQs and Operating Guides for your EFTPOS terminals. 
Get support ›

Online Payments

Find FAQs and User Guides for your eCommerce solution.
Get support ›

HealthPay Support

Find FAQs and Operating Guides for ANZ HealthPay.
Get support ›

Tap on Mobile

Find FAQs and Operating Guides for your Tap on Mobile devices.
Get support ›

Terms & Conditions

Migrated Customer

You’re considered a Migrated Customer if you’ve already undergone your upgrade.

  • Your POS Move terminal software has been upgraded. You’ll know you’ve been migrated if your terminal screensaver has changed and it now shows a blue and green background, with the ANZ Worldline logo in white.
  • We’ve provided you a new VP number to replace your Merchant ID.
  • We’ve provided you new Terminal ID(s) and Terminal Password(s) to replace your existing ones.
  • Your statements are now emailed and no longer mailed to you in the post.
  • You’ve been granted access to the Merchant Portal.

*If you’ve received communication from us that you’re in the upgrade queue but haven’t yet been upgraded, you’re still considered Legacy platform customer.



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Legacy Platform Merchant Services

If you have the following Merchant Services with ANZ Worldline Payment Solutions

  • ANZ POS Move
  • ANZ Healthpay
  • ANZ eGate.
  • ANZ ePOS
  • ANZ Secure Gateway
  • ANZ POS Mobile/2
  • ANZ POS Turbo/2

Click Learn More below for operational guides, terms and conditions.



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ANZ Worldline Payment Solutions Platform Customers

If you have the following Merchant Services with ANZ Worldline Payment Solutions, and you are not a Migrated Customer.

  • Worldline Move 5000
  • Worldline Global Online Pay
  • Worldline Tap on Mobile

Click Learn More below for operational guides, terms and conditions.



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Service Requests

Account admins use this form to:

  • Ask for assistance
  • Change your details (account authority, personal details, business details etc.)
  • Request statements
  • Add additional facility functionality
  • Order, swap or return merchant hardware
  • Request merchant transaction information (fee enquiries, trace requests, transaction listings etc.)
  • Request to accept AMEX or Diners cards

  Commercial Merchant Maintenance Form

  Institutional Merchant Maintenance Form

Note: In order to complete the forms, you must download them and open them in Adobe Acrobat.

Additional merchants

As a Primary Merchant, you can use this form to authorise a Secondary Merchant to use your EFTPOS machine(s) and related hardware.

 Multi Merchant Primary Approval Form

     

Need more stationery for your EFTPOS Terminal?
 

 

Restock your paper rolls free of charge.

 

Merchant Services Pricing Structure

This article relates to Legacy customers only. 

ANZ Worldline Payment Solutions may calculate your fees based on the type of cards and transactions that you process through your merchant facility.


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Merchant Security

This article relates to Legacy customers only. 

Fraud is a growing problem for many merchants and can have a substantial financial impact on businesses.
Learn More ›

Payment Industry Surcharging Regulation

This article relates to Legacy customers only. 

The Reserve Bank of Australia (RBA) has introduced Standard No 3 of 2016 (the “RBA Standard”). The objective of the RBA Standard is to promote efficiency and competition in the Australian payments system.

Learn More ›

Customer Identification Checklist

This article relates to Legacy customers only. 

The information we need to collect will vary depending on the type of business organization applying for a merchant product.
Learn More ›

Chargeback Support

This article relates to Legacy customers only. 

More information on chargebacks and how you can try to minimise their occurrence.

Learn More ›

Merchant choice routing

This article relates to Legacy customers only. 

Merchant Choice Routing is an optional feature which routes eligible contactless transactions through the domestic eftpos network. Find out more about Merchant Choice Routing and if it's the right for your business.
Learn More ›

FAQs

  • Why am I no longer receiving same day settlement during the daylight savings period?

    The daily settlement cut-off time is 9:00pm AEST/AEDT. For our customers in States outside of daylight savings time, including Queensland, Northern Territory and Western Australia, as well as South Australia, your device may be missing the settlement cut-off due to the time difference. For these businesses, during daylight savings time between 1 October 2023 until 7 April 2024:

    • • Settlements processed before cut-off (including those performed through a manual settlement) receive same day settlement.

    • • Settlements processed after cut-off (including those performed through a manual settlement) receive next day settlement.

    What time do I need to settle to receive same day settlement?

    In order to receive same day settlement, your device needs to settle prior to the settlement cut-off at 9:00pm AEST/AEDT. (AEST = Australian Eastern Standard Time ; AEDT = Australian Eastern Daylight Savings Time)

    Depending on your location this time will be:

    Australian Eastern Standard Time

    STATE

    CUT-OFF TIME

    VIC, NSW,TAS & ACT

    2100 (9:00PM)

    SA

    2030 (8:30PM)

    QLD

    2100 (9:00PM)

     NT

    2030 (8:30PM)

    WA

    1900 (7:00PM)


    Australian Eastern Daylight Savings Time

    STATE

    CUT-OFF TIME

    VIC, NSW,TAS & ACT

    2100 (9:00PM)

    SA

    2030 (7:30PM)

    QLD

    2100 (8:00PM)

     NT

    2030 (7:30PM)

    WA

    1900 (6:00PM)

    How do I change my settlement time?

    Please contact our friendly customer support team at 1800 039 025 and we’ll be happy to assist you in making the necessary changes to automate settlement before the cut-off. Or you can continue to perform a manual settlement prior to the cut-off.

 

General conditions and operating documents

  
  

Legacy Platform Merchant Services

Note: In order to complete the Merchant Maintenance forms, you must download them and open them in Adobe Acrobat

  

Ending Your Merchant Agreement

If you have an ANZ Worldline Payment Solutions merchant agreement and you no longer require it, please call ANZ Worldline Payment Solutions on 1800 039 025 to request its closure. If we require you to complete the Merchant Maintenance form requesting closure of your Merchant Facility before your Merchant Facility can be closed, we will advise you of this.

You will need to immediately arrange with ANZ Worldline Payment Solutions for the return of all stationery (excluding stationery paid for by you), promotional material, transaction vouchers, card imprinters or equipment (including electronic terminals) supplied to you.

     

Availability of Payment Services Report
 

   
 

Important information

ANZ Worldline Payment Solutions means Worldline Australia Pty Ltd ACN 645 073 034 (“Worldline”), a provider of merchant solutions. Worldline is not an authorised deposit taking institution (ADI) and entry into any agreement with Worldline is neither a deposit nor liability of Australia and New Zealand Banking Group Limited ACN 005 357 522 (“ANZ”) or any of its related bodies corporate (together “ANZ Group”). Neither ANZ nor any other member of the ANZ Group stands behind or guarantees Worldline.

For ANZ business account holders, funds are available on the same day for online transactions, processed through the terminal and settled before 9pm (AEST). For non-ANZ business account holders, for online transactions processed through the terminal, ANZ Worldline Payment Solutions will transfer the funds to the merchant’s bank on the following business day and the availability of the funds will be determined by the merchant’s bank. For transactions processed offline or via Paper Merchant Vouchers, these settlement times do not apply.