For onboarding new customers, we use an online boarding tool. After contacting our sales employee, you will receive an offer by e-mail. If you accept this offer, you can digitally sign the contract.

During this online boarding, you will be asked to provide your proof of identity in the ID portal. Our KYC (Know Your Customer) and Risk department will check all the details and once there is an agreement we will make sure everything is ready for transactions to take place. If you have ordered a Clover or PAX payment terminal, you will receive it within a few days.

Our KYC department may have additional questions about your company. In this case, our sales employee, with whom you have already been in contact, will request this.

You can easily make these changes by filling in the relevant form and sending it in. Send the completed form to contact.nl@fiserv.com.

Forms change or add payment terminal: UPLOAD FORM TO DAM

Form to change currency account: UPLOAD FORM TO DAM

You can easily make these changes by filling in and sending the relevant form. Send the completed form to contact.nl@fiserv.com.

Form change of address: UPLOAD TO DAM

Form to change bank details: UPLOAD TO DAM

Form change contact details: UPLOAD TO DAM

Form to change company details: UPLOAD TO DAM

When a business is taken over, it is important to ensure continuity in payments.

In the event of a takeover, you should terminate your agreement with us. Contact us for this, and we will help you do so.

For continuity of payments, it is important that you ask the new owner to contact EMS.

At EMS, we strive to ensure a smooth and enjoyable experience for all our customers. However, we understand that there may be times when things don't quite go to plan. We want to assure you that we will make every effort to resolve any concerns and improve your experience.

Do you have a complaint or feedback you would like to share with us? We really appreciate it, as it allows us to learn and continuously improve our service. First of all, you can contact us via the online contact form.

Did things still turn out differently than expected? Then you can submit your complaint in writing or by e-mail to our Quality Control department.

In writing: EMS Quality Control, PO Box 22764, 1100 DG Amsterdam

E-mail: contact.nl@fiserv.com

Download de EMS Klachtenregeling: UPLOAD TO DAM

Unless otherwise specified in the Merchant Agreement, the Agreement is entered into for an indefinite period. You or EMS can terminate the Agreement by giving the other Party at least 30 days' written notice. More information about your Agreement can be found in our General Terms and Conditions. Do you have a CCV PAX payment terminal? Then a different notice period may apply. You can find this in our payment terminal conditions.

In other cases, please note that you pay an annual fee. Our Customer Service can check for you when the contribution is charged.

INSERT VIDEO

1. Log in to your Clover Flex.

2. Open the Pay app.

3. In the screen that opens, enter the amount to be paid and select "Checkout".

4. If you want to associate a transaction ID with the transaction, enter a reference ID. If not, click "Skip".

5. Your customer can present a card and checkout.

INSERT VIDEO

1. Log in to your Clover Mini.

2. Open the Pay app.

3. In the screen that opens, enter the amount to be paid and select "Checkout".

4. If you want to associate a transaction ID with the transaction, enter a reference ID. If not, click "Skip".

5. Your customer can present a card and checkout.

We pay out: your turnover, minus the costs for EMS services.

We process payouts on business days (Monday through Friday). On all business days this is done before 10:00 am. Weekend payouts take place in 3 batches. The first payment is made before Monday morning 10.00, followed by two additional payments before 14.00. Depending on your bank, the payment may be credited to your account throughout the day.  

In some cases and for certain industries, at the time of application EMS may suggest a longer payment period when reviewing. 

Your bank statement will show the transaction date and a description of the payment for each disbursement. Please note that EMS transfers the money to your bank, but the availability in the account is determined by your own bank. 

There are several possible reasons why a payment has not been received:

• EMS does not pay out directly in the morning. The payout can be credited to your account throughout the day.

• After the weekend or after a holiday, payouts for multiple days are prepared at once. This can result in the payout being credited to your account at the end of the day.

• It is a (international) holiday, in which case no payouts take place.

• You have a negative balance with EMS.

• There is an incorrect bank account number (for example, incorrect IBAN). We then block the payment until we have a correct account number.

• An automatic debit could not take place.

• The payout has been offset with the amount that could not be debited via automatic debit.

• There is a disruption. Check our disruption page for current disruptions.

• If no disruption is known, check the disruption page of your bank.

Authorization is part of every transaction with a debit card and occurs within a fraction of a second when the transaction is performed on your payment terminal or online payment page.

The authorization of a debit card is a control mechanism to ensure that there is sufficient credit available on the payment account. The transaction amount is temporarily held as a reservation after approval from Mastercard/Maestro.

Mastercard/Maestro distinguishes between two types of authorizations:

Pre-authorization: This method is often used in the travel and rental industry and in e-commerce. The cardholder provides their credit card as 'collateral', after which the merchant reserves an amount on the debit card. The debit card is not immediately charged, but the amount is temporarily reserved. The final transaction often takes place when the products/services have actually been consumed.

Examples of pre-authorizations:

• A customer needs a hotel room in three weeks and makes a reservation for it.

• For renting a car, a deposit is reserved on the credit card.

• For purchasing products in an online store where shipping costs may vary, a reservation is made via the credit card.

   

Final authorization: This concerns a 'normal' transaction with a debit card. The authorization (reservation) and transaction take place at the same time, and the transaction is completed immediately. A final authorization is automatically done on the payment terminal or on the online payment page but can also be requested over the phone. A final authorization is used when a transaction amount is known in advance and will not change.

An example of this is the purchase of a pair of shoes that is directly paid for with a credit card in a store or online shop.

New rules regarding final authorizations:

The costs that Mastercard/Maestro passes on regarding the authorization process relate to final authorizations. The new rules have been introduced to ensure that reservations of Mastercard/Maestro cardholders are not held longer than necessary. Cardholders are thus not unnecessarily restricted in their spending.

The following new rules apply:

• Uncompleted final authorizations may be held for a maximum of 4 working days and must be converted into a transaction within 4 days.

• The amount and currency of the final authorization must be equal to the transaction amount.

• Cancellation of final authorizations is not allowed.

For authorizations that do not meet the above conditions, additional charges apply. The additional charges amount to 0.25% of the authorization amount with a minimum of €0.03.

Example calculation:

A transaction of €100 is not authorized according to Mastercard/Maestro's new guidelines, meaning an additional amount of €0.25 (0.25% x €100) will be charged.

What EMS advises you:

Mastercard/Maestro identifies all 'non-reservations' (read pre-authorizations) as final authorizations. To minimize the risk of additional costs, we advise you to consider the following:

For offline payments (payments via payment terminal):

• Ensure that the software of your payment terminal is always up to date. In case of doubt, contact your payment terminal supplier.

• Clearly ask the cardholder in advance what the preferred payment method is; aborted transactions are often authorized but not converted into a transaction.

• If an already authorized transaction is canceled, process the entire authorized amount as a refund.

• Ensure that the connection of your payment terminal is good (regularly check cables, internet connections).

• Ensure that the cardholder does not remove the card from the payment terminal during the payment.

   

For online payments:

• When ordering and paying from abroad, ensure that the amount and currency of the final authorization are the same as those in the transaction amount.

• Be clear to your customers. If they reserve a ticket or hotel via the internet with you, clearly communicate that the booking is not binding and cannot be canceled. Include this in your Terms and Conditions, in the terms of ordering and delivery, or in the frequently asked questions on your website. Provide a clear order button stating that it is an order with payment obligation.

• If you sell products, make sure to clearly state on your website what the conditions are for ordering through your website. Explain that the order and payment cannot be canceled but that the buyer will get their money back if they return the order within 14 days.

• Ensure that you finalize a payment within 4 days after the final authorization. If a payment is canceled, process the entire authorized transaction amount as a refund.

• Explain to your employees what the new rules of Mastercard and Maestro are to prevent inconvenience regarding your customers' payments.

You can cancel an authorization within 5 working days using the payment terminal.

If that doesn't work, you can contact customer service.

Depending on the card issuer, they may be able to assist.

After you have become a customer of EMS, your My EMS account will be activated automatically. Once activated, you will receive an activation email.

Based on this email, your My EMS account can easily be activated in a few steps.

If you no longer have the activation e-mail, you can still create a new password. This is done by clicking on forgotten password on the My EMS home page and entering the e-mail address you entered for communication. You will then receive an e-mail with instructions on how to easily create a new password.

On the homepage of My EMS, you can easily request a new password yourself by clicking on "forgot password". There, enter the e-mail address you entered for communication. You will then receive an e-mail with instructions on how to easily create a new password.

As a main account user, you cannot change your personal data yourself for security reasons. This can be done via our contact form or via the support section in the portal.

Other users you have created yourself can change or delete your personal details. 

In the 'users' settings menu, select user management. Here is an overview of all users. Next to the user's name, you see two options:.

• Pencil icon: here you can change user data (name, preferred language and role).

• Toggle (slider): here you can terminate a user's access to the profile.

After you have become a customer of EMS, your My EMS account will be activated automatically. Once activated, you will receive an activation email.

Based on this email, your My EMS account can easily be activated in a few steps.

If you no longer have the activation e-mail, you can still create a new password. This is done by clicking on forgotten password on the My EMS home page and entering the e-mail address you entered for communication. You will then receive an e-mail with instructions on how to easily create a new password

On the homepage of My EMS, you can easily request a new password yourself by clicking on "forgot password". There, enter the e-mail address you entered for communication. You will then receive an e-mail with instructions on how to easily create a new password.

As a main account user, you cannot change your personal data yourself for security reasons. This can be done via our contact form or via the support section in the portal.

Other users you have created yourself can change or delete your personal details. 

In the 'users' settings menu, select user management. Here is an overview of all users. Next to the user's name, you see two options:.

• Pencil icon: here you can change user data (name, preferred language and role).

• Toggle (slider): here you can terminate a user's access to the profile.