Frequently Asked Questions
Merchant Account FAQ
Where are my monthly statements?
Your monthly statements are available in your Commerce Control account. Go to View > Statements & Documents
How do I add users on Commerce Control?
Email support@artspay.com with:
- Full name
- Email address
- Phone number
- MID (and which MIDs the user should have access to)
How do I update my address?
To update your address, email support@artspay.com with:
- New address
- Proof of address document (one of):
- Signed lease
- Utility bill
- Bank statement with new address
How do I update my bank account?
- Contact ArtsPay Support and we will send you a bank account change request form (PDF) to fill out.
- Provide proof of bank account (one of): Bank Statement or a Letter of Account Opening (within the last 3 months).
- Email the two documents to support@artspay.com to request the bank account update.
How do I close my merchant account?
Please email Merchant Services a cancellation request: merchantservicesau@fiserv.com and cc support@artspay.com
- MID:
- Exact date of termination:
- Number of terminals:
- Terminal pickup address:
- Merchant’s email address:
- Merchant’s feedback:
How do I find my transactions and overview report on Commerce Control?
Go to View > Settlement. For Transactions, go to the bottom of the page and click Search. For overview reports, go and click Top Sites. Adjust the date range and click Generate.
Terminal FAQ General
How to order paper rolls?
For Move5000 - Fill out a paper roll request - here.
For PAXA920 - fill out a paper roll request - here.
For Datamesh terminals - Purchase paper rolls - here.
- For Clover terminals - Email clover_experienceanz@fiserv.com and include:
- First name
- Last name
- Merchant ID
- Shopfront name (Trading / Site Name)
- Mobile number
- Trading hours (weekdays + weekend)
- Receipt roll amount (60, 120, 180, 300, 600)
- Clover Flex amount
- Clover Mini amount
- Clover Station Duo amount
- Clover Kiosk amount
- Address line 1
- Address line 2
- City
- State (NSW, VIC, QLD, SA, WA, TAS, NT, ACT)
- Postcode
- Is the delivery address the Trading/Site address or Personal/Home address?
- You will receive a confirmation once the request has been processed, and an SMS with tracking details once the order is processed by the paper roll vendor. Delivery is within 5 to 10 business days.
What is my refund code?
The refund code for MOVE5000 and PAXA920 is the last for digits of your merchant ID (MID).
How do I submit a manual refund?
Email the request to merchantservicesau@fiserv.com with a copy of the receipt (image) and the amount that needs to be refunded. Our team will manually process the refund. If you cannot provide the receipt, please send these details to initiate the refund.
— Transaction details
- Date:
- Time:
- Merchant ID:
- Purchase amount $
- Amount to be refunded $
How to enable AMEX on my terminal?
Get in touch with ArtsPay support to set up AMEX - support@artspay.com
How do I add Afterpay to my terminal?
In order to enable AfterPay for your terminals you need to submit some information to their system.
Please contact Afterpay support and provide them with your Merchant ID and Terminal ID and request your accounts to be connected. It usually takes 24 - 48 hours.
Here is the AfterPay support form (copy and paste below):
What is my Terminal Password?
You can find your Terminal Passwords for your PaxA920 and DX8000 terminals on your Onboarding Email. This password is required to allow you to change settings on your terminal.
See below for your reference:
PAXA920 Terminals
Terminal password - pax9876@@
Exit password - 0000
DX8000 Terminals
Merchant password: 0000 (this can be changed in settings).
Terminal password: 350000
I received a chargeback, what do I do?
Kindly follow the instructions on the letter or email. If you have further queries regarding this letter, please contact us on support@artspay.com. Please note: the following information will be required to assist us getting you support:
- ARN/Our reference number (from letter)
- Amount of Chargeback/Request
- Card number (first 6 digits xxxx last 3 digits)
- Date letter was sent and date of transaction
How can I view my processed transactions?
Login to your reporting platform
- Commerce Control
- Mentor (Datamesh terminals only).
- Clover Dashboard
Do you integrate with my POS?
ArtsPay integrates with over 600+ POS systems. Our technicians are available to help with setup and your integration. Get in touch with support@artspay.com to schedule an integration.
Payment Gateway FAQ
What is Fat Zebra?
Fat Zebra is ArtsPay’s online payment gateway partner. It processes online card payments for ecommerce websites, apps, and virtual terminal payments, and provides reporting, webhooks, and fraud tools.
Where can I find the developer docs (Fat Zebra)?
Fat Zebra developer documentation is available here.
Which integrations do you support (eCommerce platforms)?
Fat Zebra supports common ecommerce integrations (for example WooCommerce, Shopify, Magento, and other platforms) via plugins or API-based integrations. If you tell us your platform and website provider, we can confirm the best integration approach.
Do you have test card numbers for the sandbox?
Yes — Fat Zebra provides test card numbers for use in the test/sandbox environment. Use the test card list in the Fat Zebra docs here.
How can I check uptime / service status?
You can check Fat Zebra’s service status page here.
What fraud screening options are available?
Fraud tools vary depending on your setup. We currently offer 3D Secure (where available) and Forter. If you share what you’re trying to prevent (fraud, chargebacks, card testing), we can recommend the right settings.
Do you offer a virtual terminal?
Yes — a virtual terminal is available for keyed (card-not-present) payments in a browser through Fat Zebra. Email support@artspay.com to request virtual terminal access and we can help set you up.
How do I add users / permissions?
In the left-side menu, click Account → Users to add more people to your account. You can edit permission levels to keep your account secure.
I can’t log in — what should I do?
- Double-check you’re using the correct login link provided during onboarding.
- Try resetting your password (if available on your login page).
- If you’re still stuck, email support@artspay.com with your business name and the email address you’re trying to use, and we’ll help you regain access.