How to keep your EFTPOS terminal running during an outage
Here to help during a service disruption or outage.
What happens during a service interruption?
If your terminal is unable to communicate with the bank, the terminal will automatically switch to Electronic Fall Back (EFB) Mode.
What is Electronic Fall Back (EFB) Mode?
Electronic Fall Back (EFB) mode allows the EFTPOS terminal to continue to process transactions even when the network is unavailable.1 Any transactions are stored offline by the terminal, and once service has been restored, the terminal will forward the transactions to the bank for processing.
Do you have floor limits in place for Electronic Fall Back (EFB) Mode?
Yes. There are floor limits in place for EFB. These are detailed in your Merchant Letter of Offer. The limits may impact how your customers make payments during outages.
- For credit card transactions that are over your credit card floor limit, you’ll need to call 132 415 to obtain an authorisation number.
- Debit card transactions for eftpos cheque and savings that are over your debit card floor limit cannot be processed. Please ask your customer for an alternative means of payment.
Note: You must not ‘split’ a sale to avoid calling us for an authorisation number.
How does Electronic Fall Back (EFB) Mode work?
Electronic Fall Back (EFB) mode is only available when it is enabled on the terminal and is only available for certain credit and debit card transactions.
Here are a few things to note:
- Contactless transactions are not available in EFB mode. To initiate an EFB transaction, your customer will need to insert or swipe their card.
- A signature is required on all EFB transactions, even if a PIN is entered.
- The terminal must be ON and placed on the base (where applicable) when processing. If the terminal is turned OFF, please restart the terminal.
How does my terminal connect during an outage?
Your EFTPOS Connect terminal automatically connects to the bank via the Linkly IP Gateway. If your main communication method is down, the terminal will automatically switch to the 4G mobile network as back-up.1
Download outage guides
Things you should know
* WiFi/Hotspot availability is dependent on your network provider and may be unavailable if your network provider is down. The EFTPOS 1 network provider is Telstra.
1. Subject to system availability.
This information provided is current as at June 2021. The information provided is a general statement for information purposes only and should only be used as a guide. While all care has been taken in preparation of this document, no member of the Westpac Group, nor any of their employees or directors gives any warranty of accuracy or reliability nor accepts any liability in any other way, including by reason of negligence for any errors or omissions contained herein, to the extent permitted by law. Unless otherwise specified, the products and services described are available only in Australia.