How can I change my Password?

Step 1: Log in to “My Visco”.

Step 2: Click left at the bottom of the page on “user”.

Step 3: Click on “user name”

Step 4: Now you can make your new password.

Step 5: Click on “Send”, to send Your password has now been changed.

How can I become a customer?

Please contact us to become a customer:

Phone: +31 20 – 363 27 69

Fax: +31 20 – 365 25 21

info@viscosolutions.nl

I can type my username and password, but I cannot log in at my Soft Terminal. What can I do?

There are three options:

Step 1: It can be that you have many window’s open of Visco Solutions. Please the close the windows and try again.

Step 2: It can be that the Key file was deleted. Download the key file and reinstall it. Then the problem should be solved. To download the key file, please contact us.

Step 3: In case the problem has not been solved, please contact the customer service for assistance.

I cannot log in, what can I do?

If you logged in more then 5 times with an incorrect username or password, the system will be automatically blocked for a period of 20 minutes. After 20 minutes, you can log in again.

I forgot my username and password – what can I do?

Please contact the customer service. They will send you username and password by email. When you have logged in, you can change your password at any time.

How can I change the password of the mPOS terminal?

Coming soon.

Where can I find my invoices?

Step 1: Log in on “My Visco”

Step 2: Go to the menu “Reports” and then click on “Invoices”.

Step 3: Select the invoice you want and choose if you want to open it in excel or in pdf format.

Can I make a payment from another location?

From any location payments can be done. Just log in where ever you are to “My Visco” and make your payment.

I get a notification that my hardware configuration has changed on my Soft Terminal. What can I do?

Please contact the customer service. They will assist you with remote support.

I can type my username and password, but I cannot log in at my Soft Terminal. What can I do?

There are three options:

Step 1: It can be that you have many window’s open of Visco Solutions. Please the close the windows and try again.

Step 2: It can be that the Key file was deleted. Download the key file and reinstall it. Then the problem should be solved. To download the key file, please contact us.

Step 3: In case the problem has not been solved, please contact the customer service for assistance

No receipt is being printed after a transaction with my Soft Terminal. What do I have to do?

Step 1: Check if your printer is well connected to the electricity. Double check the electricity cable.

Step 2: Check the configurations of the printer to see if the printer is online. If the printer is offline, you need to restart your computer and try again.

Step 3: Try now to print a test page from your printer. If this succeeds, your printer is well connected.

Step 4: Go to the Menu bar in your Soft Terminal and select your printer. Now you should be able to print. If the problem has not been resolved, please contact the costumer’s service.

Where can I find my invoices?

Step 1: Log in on “My Visco”

Step 2: Go to the menu “Reports” and then click on “Invoices”.

Step 3: Select the invoice you want and choose if you want to open it in excel or in PDF format.

I cannot log in, what can I do?

If you logged in more then 5 times with an incorrect username or password, the system will be automatically blocked for a period of 20 minutes. After 20 minutes, you can log in again.

I forgot my username and password – what can I do?

Please contact the customer service. They will send you username and password by email. When you have logged in, you can change your password at any time.

How can I print a copy of the receipt of the Soft Terminal?

Step 1: Log in to “My Visco”

Step 2: Click on Menu, then on “Statistics”. There you can see an overview of the cards you have sold.

Step 3: Go to the card you wish to make a copy and right Click, Click on “Check”and then on “Repeat”. If you you wish to print a copy of a receipt from another date, please select the date in the calendar and then proceed with these steps.

Can I connect more computers to my account on my Soft Terminal to print vouchers?

Yes this is possible. You will have to create a new user for each computer. This can be done easily by creating a separate username and password for each computer. Please go to: ”User” to add a new username and password.

How can I print a copy of a receipt with my mPOS?

Step 1: Go to “Main Menu” Step 2: Press # 2 Step 3: Choose the card you want to print. Step 4: Confirm your choice by pressing the “Enter” button twice.

What do I have to do when I get the announcement “Open Socket”?

This is a notification of a low internet speed. Please reset your modem and try again. If still the problem has not been resolved, then check your internet speed. You can do this at www.speedtest.nl. The MPOS terminal needs an minimum internet speed 15 MB. Please upgrade your internet speed, to use the MPOS Terminal.

How can I change the password of the mPOS terminal?

Coming soon.

Help with: Faulty Pin Codes

  1. If your client reports to you saying that the voucher is not working for any reason whatsoever, you must immediately forward the customer to the provider. In most cases, your client can contact their provider free of charge using their mobile SIM card. This is the quickest route to helping your customer.
  2. If, for any reason whatsoever, this is not possible, you can report a faulty voucher on the website of epins.be. This procedure may take up to 3 months. So, the quickest way then is to kindly request your customer to immediately contact their provider.
  3. If you choose to take back the voucher from your customer without concrete confirmation directly from the provider stating the PIN is incorrect, you are taking a financial risk. Epins only refunds in the case of a written confirmation from the provider, stating the faultiness of the PIN.

Help with: Faulty receipts

  1. In case you accidentally printed a faulty receipt, we request you to reuse it and to sell it to the next best customer.
  2. In case the customer reports that the PIN is incorrect, request your customer to contact the customer service of the provider in question.
  3. If the provider indicates and confirms in a written statement that the PIN is incorrect, go to www.epins.be àand under the menu: “Customer serviceà find “Faulty receipts”. Here you can fill out the faulty receipt form.
  4. Within 8 business days, an employee will contact you regarding the faulty receipt and any applicable refund.

We would also like to alert you of our refund policy, so that you can keep this in mind.

Refund policy

  1. Costs are only to be refunded if you can prove that the PIN is incorrect. This can be checked with the provider of the product in question. We have attached a list of phone numbers of the most common providers.
  2. If you can not prove that the PIN is incorrect and that it was activated before transaction or incorrect, we can not provide a refund.
  3. All other reasons that reasonably fall out of these two categories will not be approved for refunding.

 

Should you have any questions, you can contact us through the website of epins.be or send a mail to support@epins.be.