It’s every merchant’s nightmare: your card machine suddenly stops working, and you’re left unable to process payments. In today’s world, we’re completely reliant on internet and WiFi to keep business moving. When that infrastructure is compromised—whether due to a technical glitch, network outage, or power cut—your profits are instantly at risk.
The best defence is to be prepared.
Ask yourself: what would you do if your card machine went down today?
Here’s our emergency guide to keep your business running, even when technology lets you down.
1. Call the Payment Authorisation Line
Every merchant bank provides a 24/7 Payment Authorisation Line. If your card machine is down, call this number (ideally from a mobile, in case your landline is also affected). The operator will take all the card details and can check if there are sufficient funds on the customer’s card, as well as verify its legitimacy—this is called a “voice authorisation.”
After authorisation, you’ll need to send a “Sales Voucher” to your Acquiring Bank so they can process the transaction.
Pro tip: For larger sales, always use the Payment Authorisation Line to check funds before handing over goods.
⚠️ Some Acquirers do not support Maestro domestic, Maestro international, or Electron cards for this method. Check with your provider in advance so you know your options.
2. Use a Debit and Credit Card Authorisation Form
If you can’t process payments electronically, you can use a manual card authorisation form.
Download a card authorisation form here (replace with your actual download link).
- Write down all the customer’s card details and have them sign the form.
- When your systems are back online, process the payment as a “card not present” transaction.
- Only process the agreed amount to avoid chargebacks and fraud issues.
Important:
Always dispose of any card details and customer information securely. Once you’ve processed the transaction, we recommend you shred the documents to protect your customers and ensure you remain PCI Compliant.
Final Tips
- Keep a printed copy of your Payment Authorisation Line number and manual authorisation forms handy—don’t rely on digital copies alone. In an emergency you maynot be able to print them off.
- Brief your team on these emergency steps so everyone knows what to do.
- Review your PCI Compliance procedures regularly to stay protected.
Being prepared means you can keep trading, protect your profits, and maintain customer trust—even when your card machine lets you down.
Need advice on card payment solutions, backup options, or PCI compliance?
Contact Nexpay or call us on 0333 305 2270; because every transaction matters.
