How to keep your EFTPOS terminal running during an 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.

Is the Westpac EFTPOS Network down?

Check for service interruptions or outages.

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 Transactions are stored offline by the terminal, and once service has been restored, the terminal will forward the transactions to the bank for processing. This helps minimise the impact of major service disruptions on your business.

Do I need to get an authorisation for transactions processed in Electronic Fall Back (EFB) mode?

There are limits in place for EFB, which is the total transaction value you will be able to process when your terminal cannot connect to the bank. If your transaction exceeds this limit, your EFTPOS terminal will prompt the operator to take appropriate action in Electronic Fall Back mode.

For credit card transactions that are over your credit card EFB 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 EFB limit cannot be processed. Please ask your customer for an alternative means of payment.

Remember: You will be required to enter your 8 digit Merchant number when prompted. This number can be found on any of the following:

A receipt printed on your terminal.
Your Merchant Statement

How does Electronic Fall Back (EFB) mode work?

EFB mode is automatically enabled on the terminal once it meets the following criteria:

The terminal must be switched ON and placed on the base (where applicable) when processing. (If the terminal is turned OFF, restart by performing your Bank Logon).
The transaction should be below the set EFB limits. Debit and credit cards may have different EFB limits in place.
The transactions can’t be contactless or through other payment-enabled devices. You’ll need to ask your customers to insert or swipe their card so they can be processed.
It’s only available for certain credit and debit card transactions.

Remember: You’ll need to ask for a signature on each transaction, even if the customer enters a PIN.

How does my terminal connect during an outage?

EFTPOS Connect
EFTPOS Now
EFTPOS Flex

EFTPOS Connect

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

Alternatively, if your terminal is unable to communicate with the bank, the terminal will automatically switch to Electronic Fall Back (EFB) mode.

EFTPOS Now

The EFTPOS Now terminal connects to the bank through Wi-Fi², ethernet or a 4G mobile network. The primary connection is through Wi-Fi or ethernet. You may set up multiple connections, to provide seamless failovers, in the event of a particular connection being unavailable.

Connecting to the mobile network

If your Wi-Fi or ethernet connectivity is unavailable, the terminal should automatically switch to the mobile network. To confirm the terminal is connected to a mobile network, check the status bar at the top of the screen for the 4G mobile signal icon. If the mobile signal icon appears with an ‘x’, it means it’s disconnected.

Follow the steps below to connect:

Swipe down from the top of the screen to view the status icons.
To connect, press the mobile signal icon. Once successfully connected, the 4G mobile signal icon will be displayed.

Connecting to Wi-Fi

If your terminal has Wi-Fi or ethernet setup and the mobile network is unavailable, your terminal will continue to connect to the bank seamlessly and with no action required by you.

To confirm the terminal is connected to Wi-Fi, check the status bar at the top of the screen for the Wi-Fi signal icon. If the Wi-Fi signal icon appears crossed out, it means it’s disconnected.

Follow the steps below to connect:

Swipe down from the top of the screen to view the status icons.
Press and hold the Wi-Fi icon. The Wi-Fi settings will then be displayed on screen.
To turn on, press the toggle next to Off. Select the relevant network from the available Wi-Fi networks displayed. You may also select a Wi-Fi hotspot that you have created from your mobile phone or other device.
Enter the network password and select CONNECT.

Remember:

For more information on how to create a Wi-Fi hotspot using your mobile phone or other device, please refer to the relevant user guide supplied by your mobile phone or other device provider.

For information on how to check ethernet connectivity or to connect to ethernet, please refer to the EFTPOS Now with Presto User Guide (PDF 1MB).

EFTPOS Flex

Things you should know

1. Subject to network availability. 4G backup is not available for Linkly Cloud connectivity. Refer to Quick Reference Guide (PDF 454KB) & User Guide (PDF 1MB) for details.

2. Wi-Fi/Hotspot availability is dependent on your network provider and may be unavailable if your network provider is down.

This information is current as of October 2023. And 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.