How can we help?

Contact

• How do I contact sales?

Onboarding

• Can I transfer a contract when I start a new business?
• How Merchant Onboarding Works
• How safe are my details in the KYB process?
• What is PEP/RCA?
• What is the time required for KYB/Onboarding completion?
• What should I do if my type of business is not shown in the list?
• Who is a beneficial owner?
• Why do you require my gift card details?
• Why is KYB/onboarding required?
• Why isn’t the search functionality showing my company?

CheckoutX SoftPOS

• Express activation of CheckoutX
• How do I install CheckoutX POS?
• How to register CheckoutX POS through QR code
• What is CheckoutX SoftPOS?

SurfPad

• Card read errors
• Connection errors
• Download the SurfPad instruction manual
• How do I accept payments with my SurfPad?
• How do I connect SurfPad to WiFi or mobile network?
• I get a connection error screen
• Payment errors
• SurfPad at a glance
• What does the status bar show?
• What is the info screen?

SurfPrint

• Download the SurfPrint user manual
• SurfPrint: Accept payments
• SurfPrint: Accept tips in your terminal
• SurfPrint: Change printing paper
• SurfPrint: Charge your terminal
• SurfPrint: Connect to internet
• SurfPrint: Get started
• SurfPrint: Hardware overview
• SurfPrint: Register the terminal
• SurfPrint: Troubleshooting errors
• SurfPrint: Troubleshooting Printing Issues
• SurfPrint: Turn on the terminal

SurfTouch

• Accept payments in CheckoutX mode
• Accept tips in CheckoutX mode
• Download the SurfTouch user manual
• Get started
• Set up your SurfTouch
• SurfTouch at a glance
• SurfTouch operating modes

Tap to Pay on iPhone

• Does Tap to Pay on iPhone support transactions that require a PIN?
• Does using Tap to Pay on iPhone affect my device's battery life?
• How do I get started with Tap to Pay on iPhone?
• How do I keep my device secure when a customer enters their PIN?
• How do I know if a transaction was successful?
• How do I know if the customer’s payment card is contactless?
• How do I use PIN Entry Accessibility for Tap to Pay on iPhone?
• Tap to Pay on iPhone
• What does it mean when a customer taps their card and the interface displays a “Try a Different Card” or “Unable to Read Card” error?
• What if a contactless payment card isn’t being read?
• When a customer taps their card, the interface shows an error message 'Try another card' or 'Cannot read card'. What does this mean?
• When trying to use Tap to Pay on iPhone an iOS alert displays “Unable to Set Up Tap to Pay on iPhone - Remove one or more cards from Wallet and try again.” What does this mean?
• Which devices does Tap to Pay on iPhone work with?
• Which payment cards are supported by Tap to Pay on iPhone?

Terminals

• How to register your terminal

E-commerce plugins

• Do you have plugins for any e-commerce platform?

Integration

• Initial Setup for Online Payments
• Online Payment Terminals
• Test cards for Online Payments Integration

Payment Page

• Customizing the Payment Page

• How do I activate American Express (Amex)?
• How do I activate Klarna?
• How do I activate Pay by Bank?
• How do I activate Swish?
• How do I activate Vipps?

• Do you accept all card brands?
• How do I share the receipt or digital payment slip with the customer?
• How do you process currencies?
• Is there any minimum or maximum amount?
• What are digital payment slips?
• What's the difference between a digital receipt and a digital payment slip?

• How can I get transaction reports and for what periods?
• What is the per-transaction charge and how do I receive the details?
• When will I see a transaction in my bank account?
• Where can I get a statement of fees (detailing charged fees for a specific period)?

Account and settings

• Can I change the theme on my Merchant Portal?
• How do I add more users?

Products

• How to Import Products via CSV in the Surfboard Merchant Portal

Sales and reports

• A transaction seems to be missing. What should I do?
• Detailed transaction list
• Find a transaction through a search
• How do I filter transaction on specific dates?
• How do I perform a return for a transaction?
• What are the details of a transaction?
• What integrations to bookkeeping services do you have?
• Where can I see the VAT?
• Where is my reference ID?

Stores and terminals

• How do I add tips?
• How do I edit my store?
• What is a store?

Cash register

• How do I activate the Surfpay cash register?
• How do I unsubscribe from the cash register?
• How to use the Surfpay cash register
• Is Surfpay an Electronic Cash Register (ECR) System?

General

• Can I use CheckoutX as a private individual?
• Do I need an internet connection to use CheckoutX?
• Does CheckoutX POS cost anything if I don't use it?
• Does Surfpay work on iOS?
• How do I see the VAT on my products in my reports?
• In what countries is CheckoutX POS available?
• Is the support available 24/7?
• Is there a commitment period on CheckoutX POS?
• What does CheckoutX POS cost?
• What is NFC?
• What is the technology used in the CheckoutX POS app?
• Where is my NFC located?

Payments

• Can I get end-of-day reports?
• Can I use CheckoutX POS to accept payments abroad?
• How do I accept contactless payments in CheckoutX POS?
• How do I conduct a card refund?
• How do I perform a return in Surfpay?
• How is the amount presented in the app?
• How long does it take for my customer to get money through a refund?

Products

• How do I manage VAT with CheckoutX POS?

Troubleshooting

• I can't get Payment links to work
• What are the possible reasons for payment failures?
• Why is a transaction missing from the app?
• Why is my transaction failing?

• How can I update my bank account for payouts?
• How do I change my contact information?
• How do I terminate my account?
• What if I forgot my password?
• Why can’t I access my account?

Security and compliance

• Can someone make a transaction with CheckoutX SoftPOS by simply swiping their phone near my wallet?
• End-to-End Encryption (E2EE)
• Integration Security
• PCI DSS Self-Assessment Questionnaire (SAQ) for In-Store Payments
• PCI DSS Self-Assessment Questionnaire (SAQ) for Online Payments
• Surfboard Payments Data Security

Terms and standards

• How will the Terms and Conditions be updated?
• What is PCI and EMV certification?

General

• Troubleshooting Steps
• We cannot process payments

Operational and transaction issues

• Common Error Messages
• Payment Transaction Errors & Declines
• Terminal Freezes or Becomes Unresponsive

Power and boot issues

• Terminal Does Not Turn On
• Terminal Stuck on Surfer Logo
• Terminal Turns On but Doesn’t Boot Properly

Registration

• Error TM_0016: No manufactured terminal found for the given serial number
• Terminal Registration Failed – Passcode/Screen Lock Not Enabled

Security

• Customer Education and Awareness
• Security Risk Information

Start here

• Troubleshooting your in-person terminal