POS Support vs PAY Support / Escalations

who should we contact in the following scenario

The NRS PAX machine is not asking for the cards after entering the transaction in the POS

• NRS PAY Support

• POS Support

who should we contact in the following scenario

The POS is showing the message COULD NOT LOCATE PAX

• NRS PAY Support

• POS Support

• Integrations

Answer explanation

If the customer is using NRS Pay merchant services then the correct answer is NRS PAY Support but if the customer is not using our merchant services but TPPI then they need to contact the service provider for the PAX

Merchant contacts you because the POS is not turning on

what department could assist you with that?

• NRS PAY Support

• POS Support

Merchant wants to update the account where the charge for the MRC and/or features is taken out.

what department should you be reaching out to make the change

• POS Support

• PAY Support

• AR

• POS Apps

for a Merchant Services Escalation what information should you provide and to which department?

• DBA and MID

• Legal name and Elmer

• DBA and Elmer

• Pay Support

• POS Support

Merchant wants to change the account where the deposits are received, what department would you be contacting?

• POS Apps

• POS Support

• Pay Support

• Account Maintenance Team

• None of them