How do I contact Client Services?
If you are an existing customer, you can contact our Client Services team free on
0808 1688 509 or alternatively email
firstname.lastname@example.org, from Monday 08:00 – Friday 17:30.
New customers, please contact our Sales team on freephone
0808 1688 507 or email
email@example.com, from Monday 09:00 – Thursday 17:30 and Friday 09:00 – 16:00.
How long does it take to get an ITS solution set-up so I can start processing payments?
Our standalone solutions are typically delivered within two to five working days from receipt of payment.
Due to the nature of our integrated solutions, the standard delivery is six to twelve weeks depending on your in-house IT skills. You must ensure that you are set up with a merchant account (MID) at an acquiring bank before placing an order.
ITS is unable to provide a payment solution unless you have a valid merchant account.
We are accredited with all the major UK acquiring banks:
• Streamline Merchant Services (including Royal Bank of Scotland and Natwest)
• Barclaycard Payment Acceptance
• Bank of Scotland
• Lloyds TSB Cardnet
• American Express
From receipt of a purchase order, we will seek clearance from your acquiring bank on the supplied merchant ID.
I've forgotten my password?
You can reset your password by following the “Forgotten My Password” link on the log-in page. Fill in your username, email address and submit. You will receive an email with your temporary password for you to connect and reset your log-in details.
I cannot see any Sales/Refunds on Transaction Manager?
Please verify if the selected Transaction Type in the dropdown menu is correct, i.e. MSALE or MREF etc. Alternatively, if you leave the Transaction Type set to Select (Default Settings), you will see all your transactions.
How do I process a Refund (Reimbursement on a previous Sale)?
When selecting a New VT Transaction, on the first screen just under where you add the Card Number, you will see Sale and Refund. The system automatically defaults to Sale, so you need to change that to Refund.
If you click on Refund, you may be prompted for a Refund Password. If you cannot remember this, please contact us on 0808 1688 509. You will be asked for your Username and your Merchant number. Please ensure you have your Merchant ID (MID) as we will be unable to provide your password without it.
What do I do if a transaction has been declined?
Unfortunately, we at ITS, do not see the reason for the decline. We advise you to contact your customer (cardholder) so they can obtain the reason for the decline from their bank, or for you to obtain another card number or an alternative means of payment.
How long does it take for funds to reach my bank account?
Settlement normally takes approximately four working days from submission to the banking authority but may vary for certain retail solutions.
The system is telling me to call the Authorisation Centre to retrieve an Auth Code – What do I do?
All the Acquiring banks do random checks on the system and you will need to contact them with your Merchant Id (MID) and they will provide you with an authorisation code to enter into the box that appears on your screen. The contact numbers for the Acquiring Banks are:
• AIB - 0345 6005 204
• American Express - 0208 5511 111
• Bank of Scotland - 0844 2579 400
• Barclaycard - 0844 8222 000
• Firstdata - 01268 278 278
• Globalpay (Credit/Debit Cards) - 0845 7700 600
• Globalpay (Purchasing Cards) - 0845 6090 911
• Ulster Bank (ROI) - 001 800 700 300
• Ulster Bank (UK/NI) - 0289 0898 01 (Option 4)
• Worldpay - 0345 7616 263
If you are unsure who your Acquiring Bank is, please contact us either by email firstname.lastname@example.org or by telephone 0808 1688 509 and we will be able to advise.
How do I add more Card Aliases?
Our Card Alias solution provides a secure way to store cardholder’s card details on our system to assist with the PCI compliance regulations. If you have the Card Alias solution and would like to add more to your account, simply contact our Business Development team on
email@example.com for more information about fees and set up.
What card types can be processed through ITS? And how do I go about adding an additional scheme/card type?
All our products have the ability to process Visa, Mastercard & Amex schemes (both Retail & Purchasing Card). Please contact our Client Services on firstname.lastname@example.org for more information.