Customer Service (Mon-Fri 9am-6pm AEST): 1300 PRE PAY (1300 773 729) giveusashout@pubpayments.com

Frequently Asked Questions

Please get in touch if there are any questions you have that are not answered here.

How can this be FREE?!

Q: I am skeptical - I don't believe that this is free!

Pub Payments Terminals are ABSOLUTELY AND CATEGORICALLY FREE for your venue to use!

We cannot state this any simpler – there is nothing in our legal agreements or anywhere requiring you to pay anything to us for using the Terminals.

We do not give you the Terminals, they are not a gift but we allow you to use them for FREE.  As long as you activate your account, make the Terminal available at your bar or counter so that you can participate in Promotions and sell Prepaid Products, you can use the Terminal for FREE as long as you want!

To be absolutely clear: the Terminals always remain the property of Pub Payments – always.  But they are FREE for your venue to use.

They are FREE to use. Zero. Zilch. Gratis!

Q: If the Terminals are FREE, how does Pub Payments make money?

Easy!  We are paid a small commission from each Prepaid Product sold and for each Promotional Voucher Code that is redeemed on the Terminals.  Because we have rolled out on such a grand scale, there is a certain number of terminals that have to be activated otherwise we don’t actually make anything!

However – the best thing is that they are FREE for your venue to use.

Q: Where can I see a copy of the contracts I will sign?

To become a participating Pub Payments Venue, you will sign two agreements during the Online Sign Up:

1)  Pub Payments Agreement – this sets out the use of the Terminals (for FREE), the POS material and your obligations of setting up and making the terminal ready for use (ie: ensure the terminals are ready and can actively sell prepaid products and redeem promotional voucher codes for customers that come in with one).

2)  epay Australia Agreement – is directly between YOU and our prepaid product partner and sets out the details around the sale of the prepaid vouchers and includes the Direct Debit Authority form for epay to take money you received from customers for prepaid voucher products.

Please don’t worry – epay Australia is part of the BIGGEST prepaid services company in the world – so your money is safe and you will NOT be debited any more than you took in sales from the prepaid products.

Both of the Agreements can be read/downloaded here.

Getting Started – Setting Up and Opening an Account

Q: Pub Payments basics

Pub Payments provides your venue with a new revenue stream by selling a variety of prepaid products.  From mobile phone top-up vouchers for name brand mobile carriers like Vodafone and Optus, useful calling cards and prepaid internet services from operators like Virgin and Dodo, through to prepaid gaming credit used on services like Microsoft Xbox.

Via our marketing partners, Pub Payments also drives customers into your venue to redeem vouchers and coupons for on-premise promotions and offers. Check out promotions here.

Q: How do I get started?

Once you’ve received your Pub Payments Terminal Pack, it’s only a few easy steps to get started.  Unpack the contents of the box, find somewhere for the terminal to sit on your bar with access to a power and internet point and then complete the online signup process.

Q: How do I set up my terminal?

Refer to the information provided in your Pub Payments Welcome Pack, check the resources on our Terminal Installation page or call the Pub Payments Customer Service Line on 1300 PREPAY (773 729).

Q: Completing the Online Sign Up Process – Independently owned Venues

If you are an independently owned venue, simply follow the steps outlined in our online sign up process.

Q: Completing the Online Sign Up Process – Venues owned by Pub Groups

If you are a venue owned by a pub group and wish to sign up other venues within your group, please note each venue will be required to complete an individual sign up process.

Q: What happens after I’ve setup the Terminal and completed the Online Sign Up?

After you’ve setup your Pub Payments Terminal and completed the online signup process, a credit check will be conducted by our Quality Assurance team. Subject to credit approval, your contract will be approved and your account set-up. Our Customer Services team will then call you within 24-48 hours (however could be in as little as an hour, but usually within the same day during business hours) to install and connect your terminal.

Q: Can we take and accept payments on the Terminals?

No, you can only print out vouchers on the Terminals.

Q: Do I get to keep the Terminal or is it “on loan”?

The Terminal enclosed in your Pub Payments Terminal Pack is complimentary for you to use, however remains the property of Pub Payments at all times. Additional terminals can be ordered from our online shop.

Redeeming Promotional Codes

Q: Who are the Pub Payments Promotional Campaign partners?

We are delighted to announce some of Australia’s favourite beers including Tooheys, XXXX, Hahn, James Squire and more will have the rights to promote their beers through the Pub Payments Network for the next 12 months.

Q: How are the Terminals used for Promotional Campaigns?

Once terminals are activated in venue, they will be capable of redeeming consumer promotional offers in a simple and effective way for both consumers and venues. Consumers would be provided a code entitling them to a level of value dependent on the promotion which they are to show bar staff. Bar staff then simply enter the code into the terminal to validate, the value associated with the code is tallied to reimburse the venue automatically and the staff member is able to provide the reward to the consumer immediately.

Q: How will I know about the Promotional Campaigns?

Our promotional partners will contact you directly with further details of their planned promotional activities.

Q: How do I get paid/reimbursed for Promotional Campaigns?

Every voucher a consumer provides to venue staff is validated against the promotional parameters we set out. Once input into the terminal, the Pub Payments system automatically registers its value and aggregates all redemptions to reimburse directly into venue bank accounts on a monthly basis. Venues are provided a detailed statement monthly which also includes activity relating to pre-paid voucher sales.

Selling Prepaid Vouchers

Q: Voids and Refunds

Refer to the information provided in your Pub Payments Terminal pack, check the resources in our Terminal Reference Guide or call the Pub Payments Customer Service Line on 1300 PREPAY (773 729).

Q: How do I know when I need to replace the Paper Rolls in the Terminals?

It is best to change the paper roll in your terminal as soon as a black or pink line appears on the roll. When replacing paper, pull out and discard the first 20cm of the roll.

Refer to the information provided in your Pub Payments Terminal Pack, check the resources in our Terminal Reference Guide or call the Pub Payments Customer Service Line on 1300 PREPAY (773 729).

Q: Can I add any more Prepaid Products to the Terminals?

We have carefully selected popular products for you to sell at your venue, to assist with creating additional revenue we will be adding to these over time and will be providing you the opportunity to update your menus accordingly.

Getting Paid – Billing and Security

Q: How do I get paid for selling Prepaid Vouchers?

Commissions are calculated as a % of total value of voucher products sold and paid weekly via a direct debit from a nominated bank account, unless otherwise stated or agreed. You must sign up and active your terminal before these products are available to sell. Note that to sell the physical VISA products, you will need to obtain stock first. Once you have signed up and activated your Pub Payments Terminal, you will be eligible to receive physical stock to sell to your customers.

Q: How much margin do I get for my sales?

See the Price List included with your Pub Payments Terminal Pack.

Q: How often will I get invoiced for my sales?

Weekly by email or mail (the latter for a small fee).

Q: How will you be taking the money for my sales?

Direct Debit from your nominated account.

Q: What if my invoice seems wrong?

Please contact Pub Payments Customer Service on 1300 PREPAY (773 729) and we will assist you with understanding your invoice and make any adjustments where necessary.

Q: Why have I been charged for a sale that I voided a few weeks ago?

This voucher/product may have been recharged to you, because it was found to have been used by your customer and therefore not valid for a refund – please contact Pub Payments Customer Service on 1300 PREPAY (773 729) for further advice.

Q: What if my pub or bank details change?

Please contact Pub Payments Customer Service on 1300 PREPAY (773 729) to update us with your new details.

Q: What if my ownership changes?

Please contact Pub Payments Customer Service on 1300 PREPAY (773 729) to update us with your new details.

Q: Will I be charged for the phone calls to Customer Services?

Calls to the Pub Payments Customer Services Team are charged the same as a local call by your service provider.

Q: Will I be charged for the terminal dialing up or the internet charges to connect?

Dial up charges (for those using a modem) are free, those using the Ethernet setup will use incremental data from your ISP (but this is very low).

Q: What should I do to avoid fraud?

Neither Pub Payments or any product brand sold on a Pub Payments Terminal will ever request  your venue to give any voucher product PIN number over the phone. If you have a caller claiming to be from Pub Payments or epay or any vendor requiring this information please contact Pub Payments Customer Service immediately. You should never print out and/or divulge the PIN of any voucher to anyone, unless they are present and have tendered payment to you first. Treat all printed vouchers as cash until handed to the customer.

Q: What if I don’t want the Pub Payments service any longer?

Please contact Pub Payments Customer Service on 1300 PREPAY (773 729) – note that there may be fees associated with cancelling before the end of your agreement term.

Point of Sale and Marketing

Q: How do I tell my customers about Pub Payments?

We’ve included a Point of Sale (POS) starter pack in your Pub Payments Terminal Pack with a few promotional items so you can let your customers know that your venue is part of the Pub Payments Network and you’re ready to start participating in promotions immediately.

Q: Can I order more Point of Sale items to better promote Pub Payments?

Yes, simply visit our online shop to order the Point of Sale items you require.

Q: Is Pub Payments active on social media?

Yes, we are active on Facebook, Twitter and Google+. Visit our contact page and click on the social media icons to follow our activity.

Q: What marketing will Pub Payments do in the future?

We are currently working through our initial plans to roll out the Pub Payments network as a promotional mechanic for a range of activity types. We have high hopes for Pub Payments to provide an excellent option to facilitate activity relating to NPD, Beer with Meals, Sponsorship as well as enabling acquisition and enrichment of the relationships your venues share with Australian adult beer drinkers through digital channels.

Terminal Troubleshooting

Q: We’ve just opened our Pub Payments Terminal Pack and our Terminal doesn’t work!

Please contact Pub Payments Customer Service on 1300 PREPAY (773 729) for further assistance.

Q: What if I don’t have a wired internet cable for the Terminal?

Simply visit our online shop to order the cables you require.

Q: Where can I find manuals for the Pub Payments Terminal?

See the manuals included with your Pub Payments Terminal Pack.

Q: Why isn’t the Terminal WiFi enabled?

The Pub Payments Terminal is a Verifone VX510 model, which does not have WiFi capabilities. An internet cable is required to plug the terminal in.

Q: I’m not that technical – can Pub Payments help me setup up the Terminal?

Please contact Pub Payments Customer Service on 1300 PREPAY (773 729) for further assistance.

Venues that didn’t receive a terminal

Q: Why didn’t our venue receive a Terminal and how do I get one?

Pub Payments Terminals have been sent to a selected initial group of venues based on demographic, size and expected activity.

If your venue didn’t receive a Terminal, but you would like to take part in the Pub Payments project to be able to offer prepaid voucher products to your customers or take part in on-premise consumer promotions run in conjunction with our partners, visit our online shop to order a Pub Payments Terminal Pack.

IMPORTANT!

If your venue received a Pub Payments Welcome Pack – and you only want ONE Terminal, you do NOT have to pay for this one.

If you want MORE that one Terminal (eg:  you may have more venues or your venue has more than one bar), you can purchase them from us.

Q: We have a large venue which has more than one bar – can we get more Terminals?

IMPORTANT!

If your venue received a Pub Payments Welcome Pack – and you only want ONE Terminal, you do NOT have to pay for this one.

If you want MORE that one Terminal (eg:  you may have more venues or your venue has more than one bar), you can purchase them from us.

Visit our online shop to order more terminals.

Q: Our pub ownership group owns more venues - can we get more Terminals?

IMPORTANT!

If your venue received a Pub Payments Welcome Pack – and you only want ONE Terminal, you do NOT have to pay for this one.

If you want MORE that one Terminal (eg:  you may have more venues or your venue has more than one bar), you can purchase them from us.

Visit our online shop to order more terminals.

Other Questions

Q: Who owns and operates Pub Payments?

Pub Payments is an Australian owned company who are currently rolling out the country’s largest common on premise redemption platform to venues around the nation.

Q: Who operates the Prepaid Product network on the Pub Payments Terminals?

Pub Payments has partnered with epay, the largest global distributor of prepaid products, to provide a facility for on premise venues to sell and make commissions on mobile phone credt, gift cards, cash cards and more.

Q: Does Pub Payments have any expansion plans outside of Australia?

Pub Payments is planning to roll out in the UK late 2016. Visit www.pubpayments.co.uk for further information.

Q: I have a business proposal for Pub Payments, who can I send this to?

You are welcome to get in touch with the Pub Payments team and we will be only too happy to help.

Q: I’m from the media/press – who do I speak to about an interview?

Visit our News, Media and Events page for further information.