Here you’ll find answers to our most commonly asked questions regarding our services. If you can’t find an answer to your question, please contact us.
FAQ
Vista Portal FAQs
What information do I need to provide during registration?
You will need your G4S contract number, matching company name, and a valid email address. G4S will also collect your name and a contact number.
How do I know my personal information is secure?
We prioritise your security. Vista employs secure login credentials (email and password). All initial administrator accounts undergo a thorough G4S security review. For enhanced control, head office administrators can set user permissions and access for any subsequent users they create, ensuring they only see relevant locations and information. Furthermore, Vista utilises industry-standard encryption protocols to protect your data during transmission and storage.
What if I forget my username or password?
Press the “Forgot password” button on the login screen. This will send an email to your matching account. If you do not receive this, please check your junk/spam folder and ensure the G4S email address is not blocked by your email settings.
How long does it take for my registration to be approved?
We review all registrations to ensure security. The approval time can vary. We will contact you with the next steps after your submission.
What do I do if I have trouble registering?
The registration form should only take a couple of minutes to fill in. If you are a site location, you may not be able to set up access for your whole account. It may be worth contacting your head office to see if they are already set up on Vista. If so, your administrator can set up accounts for you. If you still cannot complete the registration form, please call us.
Can I have more than one user for my Contract?
Yes. The initial administrator set up by G4S can add additional users. Please only add users who require access to your G4S services and account details. This allows for delegation of tasks and efficient management across your organisation.
I’ve locked myself out of my account. How can I unlock this?
Press the “Forgot password” button on the login screen. This will send an email to your matching account. If you do not receive this, please check your junk/spam folder and ensure the G4S email address is not blocked by your email settings.
Is there a guide on how to use features within Vista?
Yes, once you log in to Vista, a portal tour video will appear. There will also be a starter guide sent to you as part of registration. Once on Vista, you will see FAQs dedicated to each page with supporting videos to help with the portal. We are committed to providing you with the resources you need to maximise your Vista experience.
Card Machine Payment FAQs
How do I take a card payment over the phone?
To take card payments over the phone, you will need to enter the customer’s details into the terminal manually. Once entered, the terminal will process the payment.
How long does it take for the card machine to be delivered?
3-5 working days
My card machine is broken, how do I get a new one?
The tech team will try and resolve the issue, if not then we will order a new device. All terminals come with 12 months warranty.
Who provides support for my card terminals?
We have a team who are available 24/7 to support with your card terminals.
Payment Gateway FAQs
How secure are the online payments?
All of our payment gateway options go through PCI DSS compliance, which ensures the utmost security of the cardholder’s data in accordance with regulated policies.
Which shopping carts is G4S Pay compatible with?
Main shopping carts in the market are all supported. For more information please call our experts 0845 644 1239, option 1.
Virtual Terminals FAQs
Can I make MOTO payments at the same time as online payments?
Yes, you can combine our MOTO merchant service with our online services, which gives you the ability to accept payments through shopping cart functionality or a hosted form as well as over the phone and through the mail.
How do virtual terminals work?
Making virtual payments with G4S Pay couldn't be simpler:
- Log into the virtual terminal merchant account from any device that connects to the internet, such as a laptop, tablet or phone.
- A payment page will open showing a form with the appropriate card detail fields.
- Input the customer's card details and press 'Process'.
- The transaction is complete, and you should receive the money into your account within minutes.
How does the customer know the payment is secure?
All of our payment gateway options go through PCI DSS compliance, which ensures the utmost security of the cardholder’s data in accordance with regulated policies.
What happens to my customers' card details?
Our virtual terminals are PCI compliant, meaning your customers’ card details are protected and secure.
What information is needed to make a MOTO payment?
To make a card payment through a virtual terminal, you’ll need:
- The cardholder’s name
- Their billing address
- The long number on the card
- The expiry date on the card
- The CVV number (three-digits at the back of the card)
When will virtual payments appear in my business bank account?
Payments should appear in your account within 3-4 days.
Cash Collection FAQs
Can I cancel booked services?
Cash45
You can cancel a service up until the point we reach your premises. However, a cancellation charge may apply depending on the notice period provided as outlined in our terms and conditions.
Cash75/Cash200
Please view your contract for details of any restrictions or charges.
Can I have more than one collection per day?
It is possible to book one collection per time window slot.
How far in advance can I order?
All of our cash collection services offer the ability to order a one-off service for maximum flexibility or set up a recurring service for maximum convenience. If you set up a standing order, the same amount will be collected each time.
Cash45 Customers
You can book services up to 12 weeks in advance when you select to pay at the point of order. If you pay by Direct Debit, you may set up a continuous service.
Cash75/Cash200 Customers
We can offer services tailored to your specific requirements.
If your crew turns up and I am not ready for my cash to be collected, what happens?
You should make sure you are prepared for your cash collection in advance of your collection slot. If your cash is not ready or your premises are not open when we arrive, we will not be able to complete the service.
You will be charged for this service and will need to rebook another collection slot.
What happens if my collection is missed?
We offer market leading service levels of over 99%, but occasionally we are prevented from reaching you on schedule.
Cash45 customers
As a smaller depositor, we recognise that in the rare event that we fail to complete your service, you may choose to deposit your cash at your local bank. Therefore, we will refund any charges within two working days (if you have paid at point of order). We will also automatically issue a discount off your next order so that you can order a recovery service if required.
Cash75/Cash200 customers
As a larger depositor, we recognise that your choices are more limited. Therefore, if there is absolutely no way we can reach you on the day of service, we commit to recover all missed services the following working day.
What happens if my money is attacked?
In the unfortunate and rare occasion that we are attacked and your money is lost, we will reimburse the value.
What’s the latest time I can order a cash collection service?
Cash45
Assuming there is availability in your area, you can place an order up to 12:00pm the working day (Mon-Fri) before the service. However, ordering further ahead will help ensure there is still availability during your required time window.
Cash75/Cash200
You can place an order up to 12:00pm the working day (Mon-Fri) before the service for any ad hoc orders. Our customer service team will confirm acceptance of the service upon receipt of your instruction.
Cash Processing FAQs
How long does cash processing take?
Once we’ve collected your deposit from your business, you should see the amount in your bank account in 2-3 days.
What is a cash recycler? And how does it work?
A cash recycler, also known as a cash recycling machine, is a device that counts, validates and stores cash in a built-in safe. When the cash is needed, the machine ‘recycles’ or reuses the cash that was processed previously for withdrawals.
Cash Delivery FAQs
How much cash can I order?
Our cash deliveries are indemnified up to £20k. For deliveries above £20k please get in touch with one of our experts at 0845 644 1239, option 1.
Where does the cash come from?
If you have ordered Bulk Cash then we will deliver the cash from our cash centres. However, if the service is connected to your bank, then it will come from your bank and we act as the courier.