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Paying for your Retail POS (X-Series) plan FAQ

  • You can update your credit card details on the Billing tab, under the Setup menu.

    You can change these details at any time. If you change them after payment has failed, Retail POS will automatically attempt to process the payment again.

  • If you are located outside of the USA, Australia, New Zealand, United Kingdom, OR Canada, then your payment could incur additional bank fees at the discretion of your bank. Fees may be charged for Currency Conversion and International Settlement; your charge may still be subject to additional fees even if you are being charged by Retail POS in your local currency. If your credit card statement charge differs from your Retail POS Invoice, please contact your bank in the first instance. Retail POS is not liable for any additional bank transaction fees that may be charged.

  • Payments may fail for a number of reasons. We'll send you an email and also show you a notification banner in Retail POS if we have a problem with your payment. To quickly get back to selling and avoid getting locked out of your account, you can click on Update Your Billing Details to enter a new credit card.

    The banner will display a different message if the user is logged in as a Cashier and will prompt the Cashier to contact their store manager or administrator.

    If your payment fails, you can also follow the steps below:

    • Confirm and update your card details in Retail POS under Setup -> Billing.
    • Ensure the active card is not expired.
    • Check the card number to ensure it's not an old or cancelled card and that it has been entered correctly.
    • Check with your bank to see if your credit card is authorised for an International transaction if you are located outside of New Zealand.
    • Ensure online transactions are authorised for the credit card.
    • Check that the card is a credit card and not a debit card. Retail POS accepts credit card specifically, while some debit cards may work, most will not be accepted by our payment gateway.
    • Ensure there are sufficient funds on the card to make payment.

    Retail POS will automatically try to retake your payment when you update your card details.

    Please note you will not be able to change your base plan or delete registers until your payment has been successful. If your payment continues to fail or you need to change your base plan, sign in here and click Contact Us to get in touch with Retail Support.

  • Your payment will be tried a total of 5 times over 21 days and if it still fails on the 5th attempt your account will be restricted. Your account will show a notification that your account is restricted and a countdown will display how many days until your account will be canceled. If your payment isn't successful after your account is restricted for 7 days, your account will be canceled. 

    If your account is not re-activated successfully 180 days after cancellation, your account and all its data will be permanently deleted. You will not be able to access any records for legal, accounting or tax purposes after this time. If you choose to reactivate your cancelled account before the account is deleted, you’ll have to reactivate on one of our latest pricing plans.

  • If you think you've been overcharged, the first thing to do is check your credit card statement and confirm whether or not the charges on your credit card statement match the 'payment' charges on your Retail POS statement.

    If the charges do match, read the explanation of Retail POS Invoices below OR click here for an explanation of how Retail POS manages pricing plan changes.

    If you still believe your charges are incorrect, contact our Support Team by signing in here and clicking Contact Us. You will need to provide your bank statements as evidence when you dispute a charge.

  • Billing for third-party apps happens alongside your Retail POS account, however all third-party app subscriptions appear as separate charges on your bill. Invoicing is not available for third-party app subscriptions. This means regardless of how you pay for your Retail POS account, you will need a valid credit card on file to process third-party app subscription payments. For information about managing third-party apps, see our article on Managing third-party app subscriptions.

  • Sometimes, Retail POS Invoices (bill statements) can be confusing, especially if you've changed pricing plan part way through a month.

    Here are some basic pointers to help you understand your bill:

    • There are three types of credits/debits that appear on your bill:
      • Charges: This is the cost of your Retail POS pricing plan, including registers and priority phone support.
      • Adjustments: These are changes made to your bill. The most common examples are discounts from coupons, credits from changing your pricing plan part-way through the month, or refunds.
      • Payments: This is the actual amount billed to your credit card. It's calculated by taking the total charges and subtracting any adjustments.
  • If your account has been cancelled, it means that the credit card you use to pay for Retail POS has been cancelled or is expired, and Retail POS can no longer process your next bill. You will know if your store has been cancelled, if a blue banner appears at the bottom of your Retail POS store.

    To quickly get back to selling and avoid getting locked out of your account, you will need to upgrade to one of our latest pricing plans in order to do so. Follow the steps above relating to updating your credit card details to update your billing details.

    This banner will display a different message if the user is logged in as a Cashier and will prompt the Cashier to contact their store manager or administrator.

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