Use the "Call me now/Call me later" feature 

Your time is valuable, so waiting on hold to speak to an agent isn't always the best use of your time. Moneris provides a "Call me now/Call me later" feature that's accessible from any screen in the Merchant Direct portal. Use it to request a call from a Moneris Customer Care agent immediately, or to request a call at a time of your choosing.  Follow the instructions below to access and use the feature.

1. Click the Contact us button on the bottom right hand corner of your screen.

The Live chat popup appears with two options to choose from.

2. Choose your inquiry type as follows:

• To seek help with your Moneris account, select Account Inquiry.

• To seek technical support for a business solution or a device, select Technical Inquiry.

3. Once you choose your inquiry type, select how you would like to interact with Moneris. Choose from the following:

• I'll call: 24/7 Support 
• Live chat: Moneris Live Chat is available Mon-Fri, 8AM-4PM (EST) 
• Call me later: 24/7 Support 
• Call me now: 24/7 Support 
• Outside of Support Hours

Note:     Unavailable options will be in grey.

Account Inquiry

The Account Inquiry functions enable merchants to request a call about account management features, including viewing and actioning chargebacks, seeking help with chargebacks and balancing, accessing statements, viewing issues pertaining to Moneris Gift & Loyalty cards

1. To request a call to administer your account, proceed to choose one from the following list:

• Merchant Account: help with your Moneris account credentials and profile.
• Chargeback: help with copy request and dispute management. 
• Balancing: help to close batch due to missing transaction.
• Statements: help with various statement access.
• Gift & Loyalty: help with gift card and loyalty program.
• Other: help with a topic not mentioned.

Technical Inquiry

The Technical Inquiry functions enable merchants to request a call about a device or business solution that they possess. 

1. For technical issues for a product you have, proceed to choose one from the following list:

• Other: help with a topic not mentioned.

• Moneris Gateway: help with logging into the web-based application.

• PAYD Pro Plus: help with software, mobile app, or device.

• PAYD or PAYD Pro: help with wireless device.

• Desk/5000: help with countertop device.

• VX 520 or VX 820: help with countertop device or terminal.

Note:     Unavailable options will be in grey.

Contact methods

I'll call: 24/7 Support

The number provided in the popup allows you to receive support at anytime on any day, 

1. Call the number provided to speak to with a Moneris agent.
2. Click the X to close the popup.

Live chat

This option enables you to connect with a live agent at Moneris for help from Monday to Friday 8AM to 4PM.

1. Click inside the Name field and enter your name.
2. Click on the Account number dropdown menu and select the account you want to inquire for.
3. Click inside the How can we help? field and type in your question.
4. Click Start live chat to begin a chat with a Moneris customer care agent.  
5. Outside chat hours, proceed to Outside chat hours.

Call me later: 24/7 Support

This option enables you to schedule a call with a Moneris agent for help, increments of 30 minutes to a maximum of 4 hours.

1. Click inside the Name field and enter your name.
2. Click on the Account number drop-down menu and select the account you want to inquire for.

Note:   The selected account number will populate the Business name and Store number fields.

1. Click inside the Phone number field and enter the phone number you can be reached at.
2. Click inside the Phone number extension and enter an extension if applicable.
3. Click on the Select a time drop-down menu and select the time you want to be called back.
4. Click inside the How can we help? field and type in your question.
5. Click Book a call to have a Moneris agent call you back at your requested time.
6. Click the small "X" to close the popup, the Exit Live Chat popup appears.
7. Click Exit.

Call me now: 24/7 Support

This option enables you to have a Moneris agent call you as soon as they are available for help.

1. Click inside the Name field and enter your name.
2. Click on the Account number drop-down menu and select the account you want to inquire for.

Note:   The selected account number will populate the Business name and the Store number fields. 

3. Click inside the Phone number field and enter the phone number you can be reached at.
4. Click inside the Phone number extension and enter an extension if applicable.
5. Click inside the How can we help? field and type in your question.
6. Click Call me to have a Moneris agent call you momentarily.
7. Click the small "X" to close the popup, the Exit Live Chat popup appears.
8. Click Exit.

Outside of Support Hours

Should you attempt to use this feature outside the hours of 8AM to 4PM, a message will appear for you to try again during the operating hours or contact Moneris help line for immediate assistance.

Exit Live Chat

Message appears to confirm you want to exit the live chat session and return to the screen you were on.

1. Click Exit.

You are returned to the previous screen you were viewing.