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From transaction queries to how to change your address, we’ve compiled the most frequently asked questions and answered them here.

General questions

Do I have to bank with Lloyds?

You don’t have to be a customer of Lloyds Bank to use Cardnet. We assess each business individually to ensure we provide the right service for your business, whether it is a small business or large corporation.

How much does it cost?

As no two businesses are the same, Lloyds Bank Cardnet works with you to ensure we provide the right service at a competitive price.

  • Your joining fee covers setting up your account and includes a minimum 12-month agreement.
  • Credit cards are charged as a percentage of the value of payments.
  • Debit cards are charged as a percentage of the value of payments
  • Your card machine rental will depend on which model you choose. This will be a separate to the agreement that you hold with Cardnet.

We can discuss our charges with you in more detail when you contact us.

How long does it take to set up?

Your Lloyds Bank Cardnet account will be set up within within 10-15 days of your application, subject to our terms and conditions.

When will I receive settlement?

Your funds should arrive in your business bank account within five working days of the transaction, if the settlement is made in sterling. A faster settlement option is available at an additional cost if chosen by the customer.

How do I change my Bank details?

Change of Bank Details requests (COBDs) must be made in writing, on company headed paper and signed by a director, proprietor, partner or owner of the business, and sent to:

Lloyds Cardnet
Janus House
Endeavour Drive
SS14 3WF

The letter must clearly state:

  • The existing account number and sort code
  • The new account number and sort code
  • Any instruction to split funding
  • Whether you are an Omnipay merchant i.e. you trade in foreign currency

All COBDs must also include:

  • A void cheque for the new business bank account (if non Lloyds) or GIRO slip or an original copy of a letter from the branch with confirmation of the sort code and account number.
  • A newly completed MSIP Direct Debit Mandate form
  • A completed Additional Information form. This will be used to maintain our Customer Due Diligence records

All COBDs will enter into a Service Level Agreement terminating 14 days after we have received all the required information.

N.B. if the legal entity or the people named on the bank account have changed then you’ll need to request a Change in Legal Entity. If the type of business has changed then your request will processed as a new account.

How do I change my Account Address or Bill to Address?

Requests to change your Account Address or Bill to Address must be made in writing, on company headed paper signed by a director, proprietor, partner or owner of the business, and sent to:

Lloyds Cardnet
Janus House
Endeavour Drive
SS14 3WF

All signatories are checked before the change is made. If the signatory is not authorised or not recognised we will make contact to advise you of this. We will need a qualifying signature before the change of address can be made.

Please note, qualifying signature is any signature from the sole proprietor, partner or director of the business which we have prior knowledge of.

How do I close my account?

If you’re thinking about closing your account you can send a closure query though our customer enquiry lead form.

How do I order Point of Sale Terminal items?

You can order Point of Sale, window stickers and till stickers from our customer support team. Visit: https://lloydsbankcardnet.com/pos/ and follow the instructions on our website.

How do I request a machine for an additional outlet?

You can request an additional outlet through our customer enquiry lead form. This will help us understand your needs and make sure that they are met.

Is there a cost involved with requesting an additional outlet?

Yes, you may be charged. This will be discussed with your client delivery team upon application.

When can I expect to hear back?

Once you’ve sent off your completed form an advisor will call you within three working days to complete the contract.

How long will it take to set up my new account?

Once you’ve provided all the information required and the contract has been agreed it may take up to 7 and 10 working days to set up your new account.

If I have any further enquiries what should I do?

Please call 01268 567100 (option 1). Lines are open Monday to Friday, 8am to 9pm.

How do I request a change in legal entity?

You can request a change in legal entity through our customer enquiry lead form.

Is there a cost involved with changing the legal entity of my business?

Yes, you may be charged. This will be discussed with your client delivery team upon application.

When can I expect to hear back?

Once you’ve sent off your completed form an advisor will call you within three working days to complete the contract.

How long will it take to change?

Once you’ve provided all the information required and the contract has been agreed it may take up to 7 and 10 working days to set up your new account.

If I have any further enquiries what should I do?

An advisor will be in touch with you within 3 working days once you submit your form. If you have any urgent queries please call 01268 567100. Lines are open Monday to Friday, 8am to 9pm.

What if I have an existing terminal with a lease company?

If you have a separate terminal agreement you’ll need to contact the leasing company to make the change. See our useful numbers PDF for contact details.

Transactions

Where do I call to authorise my card transactions?

  • Over the Counter (OTC) Sales - 01268 822 822
  • Card Not Present (CNP) Sales - 01268 278 278
  • Lines are open 24 hours a day, every day

What is a ‘chargeback’?

A chargeback is an unpaid transaction returned to us by the card issuer.

Why do I get chargebacks long after the transaction?

A cardholder, or the Card Issuing Bank, has the right to question a transaction up to 180 days after it has occurred. Occasionally, this may happen beyond 180 days.

Will I get charged back if I have an authorisation code?

An authorisation code only confirms the card number is valid and the funds were available at the time of the transaction. It’s not a guarantee of payment.

Do I need to have an agreement to take telephone or mail orders?

If you have received written notification from Lloyds Bank, you can accept a telephone or written order from a customer who wishes to pay using a Visa, MasterCard or UK issued Maestro card.

Visa Electron cards can be accepted for CNP, as long as transactions have 100% online authorisation.

Where do I send recovered cards?

If the Lloyds Bank Cardnet Authorisation Centre asks you to recover a card, you should:

  • Cut the bottom left-hand corner from the front of the card.
  • Attach both parts of the card to a Lloyds Bank Cardnet Card Recovery Advice Form.
  • Return it to:

Lloyds Bank Cardnet Rewards Dept
Merchant Operations
Janus House
Endeavour Drive
Basildon
Essex
SS14 3WF

What if I’m not able to complete a transaction electronically?

If you are unable to complete your transaction electronically you can still process via manual transaction. You will need to fill out a manual-banking voucher.

Manual-banking vouchers must contain the following information:

  • Full Merchant ID
  • Record the transaction amount
  • The full card number
  • Card expiry date
  • Card 3 digit security code
  • Your authorisation number

You can obtain your authorisation number from the authorisation centre - 01268 822822 for Card Present transactions and 01268 278278 for Card Not Present transactions.

Once completed, you will need to send the manual-banking voucher to LBC PO BOX 22 Sheffield, S98 1BG.

How do I order manual-banking vouchers?

To order more manual-banking vouchers email your request to First Data help at cnetstat@firstdatacorp.co.uk and include your Merchant ID and Business address.

Contactless Payments

What is contactless?

Contactless® is a payment method that enables you to accept debit and credit cards for making low value payments without the need for Chip and PIN, or signature.

How does it work?

By radio transmission when held very close to a contactless reader, which is either attached to, or already within, the card payment card machine.

Can I still accept Chip and PIN payments for low value transactions?

Yes, you can do this if a customer prefers to pay with Chip and PIN or if they don’t have a contactless card.

If a customer gets too close to a contactless enabled card machine, is there any risk of their card getting charged accidentally?

No. The reader only powers up when you have entered an amount into the card machine. It then returns to standby as soon as the sale is complete. In standby mode the reader cannot take payment from a card. Moreover, a customer must hold their card within five centimetres of the card reader to make a payment. It is not possible for the card to be read from greater distances.

If a cardholder held their card to the card machine more than once, would they be charged twice?

No. Each sale must be either complete or void before another one can take place, so there is no risk of charging the customer twice or making ‘partial’ sales.

Are contactless readers safe?

Yes. There is no benefit in tampering with the card machine to capture data, as this data couldn’t be relayed to repeat transactions or generate cloned cards.

Will I be liable if someone fraudulently uses a contactless card?

By accepting contactless payments you will be protected from most chargebacks, and you won’t be liable for payments in the event of a lost or stolen card being used for a contactless transaction.

How will refunds be handled?

Refunds to the card are made using the existing Chip and PIN process.

Do I have to support Cashback?

No, the rules on Cashback do not change. Cashback will only be available if this facility has been agreed with us on your merchant account and is transacted as part of a full Chip and PIN transaction.

What is the contactless limit?

The current contactless limit is £30.

Can I accept contactless cards issued outside the UK?

Yes, you can accept contactless cards issued by a non UK bank here in the UK. You will need a point of sale card machine that has contactless capability enabled to accept contactless transactions.

Do all UK banks now issue contactless cards?

More and more banks and card issuers in the UK are issuing contactless credit and debit cards. Most cardholders will automatically receive a new card that supports contactless on the expiry of their old card, or the cardholder may be given an option to receive or apply for a new contactless card.

How to complain

Cardnet aims to give you the highest level of service. So if we make a mistake, or if there is something you feel we could do better, please tell us and we’ll do our best to put it right. Most problems that arise can be resolved quickly if you talk to us as soon as possible.

You can contact us by:

Telephoning our Cardnet Helpline on 01268 567100

Emailing us at cardnet_complaints@lloydsbanking.com

Writing to us at the following address:

Cardnet Merchant Services
Phoenix House
Christopher Martin Road
Basildon
Essex SS14 3EZ

When you call us you will need to have your merchant account number(s) to hand. Please remember, for security reasons, never to send this information to us by email.

Complaints procedures

ClientLine Online Reporting

How is ClientLine different from the Business Track tool?

ClientLine allows you to see more detailed information about your card transactions and makes it easy to generate reports in PDF, HTML, Excel and CSV formats.

Lloyds Bank Cardnet merchants can access both Business Track and Clientline for no additional charge.

Watch a guide on how to access ClientLine

Download our guide on accessing and using ClientLine (PDF)

Can I see cardholder transaction detail?

Yes. The ClientLine reporting tool displays cardholder account numbers, transaction date, transaction amount, authorisation code, clear plan, and price plan. Simply drill down on any report from the Cardholder Number to see this information.

Can I see the cardholder name?

No. The cardholder name is not displayed.

Can I see American Express and Diners transactions?

Only transactions that are submitted to Lloyds Bank Cardnet are displayed.

How many months of information are available?

Transaction details are stored for 13 months and summary data is stored for 25 months. Disputes data, both summary and detail, (Chargebacks and Retrievals) is available for 15 months.

Can I schedule some reports to be delivered daily, and some to be delivered monthly?

Yes. You can set up each report in the scheduler to run daily, weekly, monthly, quarterly, annually or right now.

Can you run scheduled reports in Excel® or PDF?

Yes. The scheduler allows the user to deliver reports in Excel®, Adobe® PDF, HTML, and CSV file formats.

Can I run reports for select outlets versus my entire portfolio?

Yes. With Group Builder, you can select individual outlets of your choice and run reports based on those unique groups. You also have the ability to name these groups, to easily identify in the future.

Can I balance my daily deposit by specific terminals?

Yes. The ClientLine service allows you to view transaction detail by terminal number, by day.

Can I see if a credit has been processed to a cardholder account number?

Yes. To see transactions processed to a specific card number, click on 'Search' from the main toolbar and select 'Cardholder Activity' from the dropdown.

Can I get a listing of all my locations and corresponding address information?Can I get a listing of all my locations and corresponding address information?

Yes. To view a list of your locations that report under your corporate number, click on 'Account Information' from the main toolbar and select 'Location Profile' from the dropdown.

Does the email address entered for Scheduled reports have to belong to someone enrolled in Clientline?

No, the scheduler allows you to schedule reports to be sent to any email address. This allows employees to receive reporting specific to their job function without having access to view all of the information available within Clientline Reporting.

What if I forget my password?

Click ‘Forgot Password’ in the merchant login section of the ClientLine homepage. You will be prompted to enter your user ID and the answer to your secret question.

What if I forget my user ID?

Click ‘Forgot User ID’ in the merchant login section of the ClientLine homepage. You will be prompted to enter your email address so that your user ID can be emailed to you.

Can I see my Lloyds Bank Cardnet account online?

Business Track, Lloyds Bank Cardnet’s online reporting tool, is a secure website that allows you to manage your card payments 24 hours a day, every day.

Watch a guide on how to get started with Business Track

How do I use the Business Track reporting tool?

Take a look at our Getting started with Business Track video in our How to Guides.

If you can’t find what you’re looking for call the Business Track and ClientLine technical helpline:
01268 567 128

How do I use the RAM reporting tool?

There’s a series of helpful video guides in our How to Guides section to help you get started with the RAM foreign currency reporting tool.

If you can’t find what you’re looking for call the RAM queries helpline:
01268 567 100

What if I need help understanding my statement?

If you need help understanding your statement download the statement reader for both Sterling and multi-currency

How do I read my statements online?

To read your Clientline and BusinessTrack statement, see our useful guides for Clientline and BusinessTrack

To read your RAM statement, see our useful guide

Useful contact numbers

Who should I contact if I have a technical enquiry about my card machine?

Call 01268 567 100 and select option 2 for FDGL leased terminal technical enquiries, then select the option relative to your third party card machine supplier. Lines are open Monday to Saturday 8am to 12pm, Sunday 9am to 5pm.

You can also find this number on the Useful Contact Numbers document you received upon registering with Lloyds Bank Cardnet.

Helping you meet your compliance obligations and changes to your terms and conditions

Lloyds Bank Online payments

How do online payments work?

To start, you’ll need a website, products and services to sell on the website, and a shopping cart to facilitate the sales. You will also need a payment gateway to process your transactions and an acquiring bank to settle the funds into your bank account.

Lloyds Bank Cardnet will serve as both your Online Payments Provider (payment gateway) and your acquiring bank. We also offer dedicated support for developers wanting to integrate our payment gateway with various types of shopping cart software.

What is a payment gateway?

A payment gateway allows you to accept payments for the items you sell via your website. In the checkout process on your ecommerce website, the gateway will handle the part where customers enter their payments details. It encrypts sensitive information, such as shoppers’ credit card numbers, to ensure payments are processed securely.

Why do I need a payment gateway?

The payment gateway transfers the details of each transaction from your website to your acquiring bank. Without it, you couldn’t get paid for online sales.

How is a payment gateway different to a shopping cart?

An online shopping cart is a piece of software that allows your customers to select items to purchase via your website. The shopping cart merely catalogs a customer’s sections, but a payment gateway is required to process the payment.

What is an acquiring bank?

An acquiring bank is a financial institution that transfers card payment funds from the customer’s bank (the card-issuing bank) into the merchant’s bank account. As a merchant, you pay the acquiring bank a Merchant Service Charge (MSC) for every card payment you accept.

With Lloyds Bank Online Payments, Cardnet serves as your payment gateway as well as your acquiring bank, reducing setup and admin time.

What are the costs involved?

Our pricing is clear and simple to understand, consisting of a flat monthly fee and a pence-per-transaction fee. These fees cover all features of Lloyds Bank Online Payments, including the Fraud Prevention tool.

You will continue to pay a separate Merchant Service charge for Cardnet’s acquiring services.

What types of payments can I accept through my website?

Using our payment gateway, you’ll be able to accept debit and credit card payments from Visa, MasterCard and American Express.

How does Cardnet protect me from fraud?

The Lloyds Bank Online Payments service comes with an advanced fraud screening tool to help protect you and your customers. This includes 3D Secure and automated cardholder address verification (AVS). It will also scan over 10,000 rules and patterns to determine whether a transaction is unusual and therefore more likely to be fraudulent.

In addition to our fraud screening tool, we’ll also work closely with you or your web developer to ensure your online shop is fully PCI DSS compliant.

How can I access the Lloyds Bank Online Payments test environment?

Contact us through our customer form on the developer information page and we’ll provide you with user credentials for our test environment, together with support material to help you get started.

Who is responsible for ensuring customers’ data is secure?

With Lloyds Bank Online Payments, we host the payment pages that are part of the checkout process, meaning Cardnet is responsible for handling your customers’ card details and storing them securely.

What is PCI DSS compliance?

PCI DSS stands for Payment Card Industry Data Security Standard. It refers to a set of regulations put in place to help retailers prevent, detect and react properly to payment security incidents. Lloyds Bank Cardnet makes it easy to ensure your online shop is PCI DSS compliant.

Visit our page on PCI DSS compliance for more details.

If you have any further questions, please don’t hesitate to contact us.

Clover

How does Clover connect to Cardnet’s systems?

Clover Station and Clover Mini can connect by wired internet (Ethernet) or by secure WPA2 WiFi as standard.

Clover Mobile can connect by 3G (no SIM provided) or by secure WPA2 WiFi.

How do I sign up for Clover™?

You can begin the application process by getting in touch.

If you’re a new customer, take a look at what you need to have prepared before you apply for Cardnet here.

How do I set up a Clover device? Is it difficult?

Clover has a very simple set up process and should be ready to work straight out of the box. For guides and handy set up videos, take look at the Device Setup pages on the Clover site.

How much does Clover cost?

Clover is available for purchase or rental (18, 36 and 48 month terms). Your machine rental will depend on which model you choose and will be separate to the agreement that you hold with Cardnet.

We can discuss our charges with you in more detail when you contact us.

Is Clover PCI compliant?

Clover has built-in multi-layer security that protects your business and reputation by safeguarding your customers’ card data with the latest security technology. All Clover devices are also fully PCI compliant to the most current standards. You will still need to comply with and attest to the PCI Data Security Standard.

What is an electronic receipt?

Clover offers electronic receipts to help you cut down on paper waste. These digital receipts can be sent to a customer’s phone by text or emailed to them after a completed transaction.

Does Clover offer printed receipts as well?

Both Clover Station and Clover Mini include integrated thermal printers as part of the solution. Clover Mobile can be connected to an optional Bluetooth printer for printing paper receipts.

What should I do if I’m having technical problems with my Clover device?

In addition to the support that we provide through our Cardnet helpdesk (01268 567100), Clover support is available from dedicated specialists. The dedicated Clover Client Care Team and eu.clover.com will be on hand to provide support for merchants using Clover day and night. This includes:

  • Dedicated and skilled Clover support specialists
  • Phone and email support
  • Service agents available 8am – 8pm

You can contact our dedicated Clover Client Care Team at 01268 243807

The Clover site also offers comprehensive FAQ and Troubleshooting pages to help you solve any issues you might be having with your devices.

Can Clover Mini and Clover Mobile connect to a Cash Drawer?

Clover Station and Clover Mini (if on the Register Software Plan) can be connected to and use the cash drawer via the RJ-11 6P6C cable.

Clover Mobile is designed to be completely mobile. As such, it cannot be connected to a cash drawer.

The cash drawer should only be connected to one Clover device at a time (for the purposes of cash log tracking), but it can be opened at anytime with a cash drawer key.

How do I install apps on my Clover device?

You can access the Clover App Market via the Clover devices themselves or through the Clover Web Dashboard on any connected device (laptop, tablet or smartphone).

To install an app simply tap the app you wish to install. If there’s a subscription charge, tap the button next to the subscription plan you prefer. Tap Install or Subscribe, then the Accept & Install button to confirm the install.

How do I pay for apps?

The Clover App Market contains apps built by Clover and apps built by third parties. Some apps can be downloaded for free and some will require either a monthly subscription, metered billing, or a one-off payment.

Your merchant account will be billed, via direct debit, for any app subscriptions or metered billing for apps you have subscribed to.

Can I use several Clover devices together?

Clover is very adaptable. Each device is designed to work individually and in partnership with other Clover devices. For example, you can tether a Clover Mini to a Clover Station to work as a customer-facing display. Clover Mobile also connects wirelessly to Clover Station or Clover Mini, allowing staff to take orders and payments at the table or on the go while the countertop device works as a central hub.

Will I still need Cardnet’s reporting tools if I have Clover?

Our reporting tools are complimentary to Clover. You can use Clover to track transactions while our reporting tools provide information on Chargebacks, fees and payment rejects.

© 2016 The Clover trademark and logo are owned by Clover Network, Inc. a First Data company. All Rights Reserved. All trademarks, service marks, and trade names referenced in this material are the property of their respective owners.

Interchange, Card Scheme and Service fees

What are Interchange Fees?

Interchange is a fee paid by Card Acquirers (such as Lloyds Bank Cardnet) to Card Issuers (banks) for the processing of each individual card payment transaction.

This fee covers the delivery and investment in a range of services associated with card payments, such as fraud prevention, systems maintenance, access to call centres and other facilities to make card payments an efficient and secure process.

Acquirers include these interchange costs within their overall card processing fees for merchants.

What is a Card Scheme fee?

Card Scheme Fees are fees paid by Card Acquirers (e.g. Cardnet) to the Card Schemes (e.g. Visa/MasterCard) on each individual transaction. These fees are set centrally by Card Schemes on an industry wide basis.

Acquirers include these costs within their overall card processing fees for merchants.

Why have I been written to regarding Interchange Regulation?

We wrote to you in Jan 2016 and Apr 2016 about some European-wide changes that came into effect on 9th Dec (regarding capping of interchange fees) and further changes that came into effect on 9th Jun 2016. This was part of the Interchange Fee Regulation (IFR).

Further interchange changes come into effect on 1st September 2016 and other scheme fee changes come into effect on 1st October 2016, and we wrote to customers over August 2016 and September 2016 regarding these interchange and scheme fee changes.

The main changes are:

  • Visa Debit Consumer card type – interchange fees now capped at 0.2%
  • Visa scheme fee changes that increase the cost of card acceptance

Your new rates will become effective on:

  • 1st November, 2016 if you received a letter in August 2016 or
  • 1st December, 2016 if you received a letter in September 2016

How will the recent changes impact me?

If you’re an existing member, your new service charge for Visa Debit Consumer cards can be found in the letter we sent you recently. This new rate becomes effective from:

  • 1st November 2016 if you received a letter about your new rate in August
  • 1st December 2016 if you received a letter about your new rate in September

The Visa Debit interchange fee change is part of the Interchange Fee Regulation (IFR) whereas the Visa scheme fee changes are from Visa and not part of IFR.

Why is there a difference between my service charge and interchange rate?

There are numerous costs to processing card payments and these all contribute to the service charge. Interchange and Card Scheme Fees are the two charges that the Interchange Fee Regulation (IFR) requires us and other acquirers to disclose.

Your service charge is the same across Visa Credit and Visa International cards. However, the interchange on international cards can be very high. We make sure to adjust your combined service charge depending on how much international traffic you process.

PSD2 FAQs

PSD2 FAQs click here.

If your question isn’t answered in our FAQs, fill out our online enquiry form and a Cardnet representative will get in touch with an answer for you.

Enquire now



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