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Swiss payment terminal support: help around the clock and SOS box for emergencies

19.06.2026

When collecting payments, many things have to work at the same time: payments have to be processed smoothly, the terminal must always be connected, and if you have any questions or problems, someone should be available quickly. However, many challenges arise in day-to-day work: for example, connection problems, uncertainties in invoicing, new requirements or additional terminals required. This is precisely when a payment collection solution shows how good it really is. Because in day-to-day operations, it’s not just functions and costs that count, but above all fast support that is easy to understand.

At a glance

  • Many retailers benefit from support with set-up, settings or ongoing operations. This saves time in everyday work.
  • Companies appreciate support that is accessible, understandable and pragmatic – even at weekends or when replacement terminals are needed.
  • When choosing a payment collection solution, it’s not just the price and functions that count. For many companies, fixed contact persons are important.
  • PostFinance provides retailers with personal support from set-up to ongoing operation, even when fast help is required. 
Get to know payment solutions

Why fast support for payment terminals is crucial

When something unexpectedly goes wrong with payment collection, this often happens in the middle of day-to-day business – precisely when there is little time for clarifications. Unlike many other applications, disruptions to the payment system have a direct impact on operations: payments are delayed, staff face additional challenges and customers have to wait. In the worst-case scenario, this can also cost revenue.

For SMEs with a high level of operations in particular, it is therefore important that support is available quickly. Many smaller companies do not have their own IT know-how. This makes it all the more important to have support that is easy to understand and that provides further help quickly if required.

Typical everyday situations

The following situations show how important reliable support is in everyday operations. For many SMEs, support is a central component of a good payment collection solution.

When time is of the essence at the checkout

Things are busy at the checkout. A message appears on the terminal or a payment does not proceed as usual. Support will help you directly and briefly explain the next steps. 

When a replacement terminal is needed at short notice

A terminal no longer works as expected; this can also occur in the evening or at the weekend. 
Support organizes a quick solution via the SOS box to enable the resumption of payment collection.

When questions arise in everyday business

Invoicing or settings are unclear and there is no time for clarifications in day-to-day business. Support will help you identify the problem and assist you with any modifications.

When operations change

An additional terminal, a new location or new requirements raise questions. Support provides assistance with these steps and ensures that everything is ready for use.

Why many retailers change providers

Most retailers who switch providers do so not because of a lack of terminal functions, but because they are dissatisfied with the support. Reasons include:

  • Being kept on hold for a long time and lack of accessibility
  • Complicated support processes
  • Unclear responsibilities 
  • Lack of help with problems
  • Foreign-language support abroad

You value fixed contact persons and fast support in your language. In the absence of such proximity, support quickly becomes a source of frustration.

Payment terminal support at PostFinance: what exactly retailers receive

Anyone who collects payments on a daily basis needs one thing above all: certainty that operations will continue if something goes wrong. For this reason, PostFinance relies on round-the-clock telephone support, support in four languages, personal contact persons and nationwide SOS boxes for emergencies with terminals. The service is complemented by support with setup, configurations and questions during ongoing operations. 

Ideally, retailers won’t notice anything at all about support – because everything works.

It only becomes crucial when something suddenly stops working and help is needed fast. 

Swiss contact persons instead of an anonymous hotline

If people with problems or questions spend a long time waiting in queues, they understandably get frustrated quickly. That’s why PostFinance offers round-the-clock telephone support in German, French, Italian and English. Retailers can contact support by phone, e-mail or using the contact form. Retailers usually reach a contact person within 60 seconds. PostFinance also offers “Support Plus” for companies with increased support requirements. This service includes prioritized support and response within a maximum of six hours during office hours. 

Assistance in the evenings and at weekends

Rapid assistance is particularly important in the evening, at weekends or during peak times. That’s why PostFinance also supports its customers outside normal business hours. And when a replacement terminal is needed at short notice, pragmatic solutions are available – such as the exclusive SOS box service.

SOS box for emergencies with terminals

SOS boxes with replacement devices are available around the clock at over 50 locations throughout Switzerland. After calling technical support, retailers receive an access code and can collect the SOS box directly on site.

The box contains a replacement PAX terminal with accessories and instructions for exchanging the defective device. This enables resumption of payment collection as quickly as possible – even in the evening or at the weekend. The service is free of charge for customers.

On-site help if necessary

Retailers don’t want to be redirected between different departments or have to wade through long technical instructions if they have questions.

That’s why PostFinance doesn’t just support companies over the phone. Depending on the situation and complexity, advisors and specialists can also provide support directly on-site, for example when getting started, when new requirements arise or when help is needed at short notice.

The aim is to find solutions that allow retailers to continue working quickly.

Here’s how PostFinance provides support in practice 

The process rarely ends with the purchase of the terminal. PostFinance supports retailers in their everyday work and provides support with set-up, operation and changes.

PostFinance provides support with setting up the terminal and Checkout, selecting payment methods and important settings such as tipping functions. Support is provided by telephone and, if required, on-site. Typical questions include:

  • How do you register in Checkout? 
  • What payment methods need to be activated? 
  • What is the right terminal configuration?  
  • How can I set the tipping function? 

In everyday work, support can help with questions about payments, invoices or connections. The aim is to ensure that operations continue to run quickly and smoothly. Typical topics include:

  • The terminal no longer connects to the network 
  • A payment is rejected or not processed 
  • Invoices do not match as expected  
  • Certain settings have been changed inadvertently 

If additional terminals, new locations or temporary assignments are required, PostFinance will help to implement them. This includes:

  • Installation of additional terminals 
  • Creation of new configurations 
  • Connection of additional locations  
  • Questions about Checkout and invoicing 

This ensures that operations remain easy to handle, even in the event of changes.

SMEs and companies for which personal support is crucial

Companies do not all have the same requirements. SMEs with a high volume of day-to-day business in particular are reliant on fast help if they have any questions or problems.

In practice, we find that the following businesses in particular benefit from fast and personal support:

  • SMEs without their own IT team
  • Catering and retail businesses
  • Companies with more than one location
  • Retailers with little payment experience 
  • Companies with high volumes of day-to-day business
  • Companies that have already had poor support experiences

Customers who collect payments daily quickly notice one thing: it’s not just the terminal itself that is important, but whether someone can be contacted at the right moment.

Personal support – from set-up to ongoing operation

Good support often only becomes apparent when things are not going as planned. That’s why PostFinance not only provides retailers with suitable payment collection solutions, but also with personal support – from set-up to ongoing operation.

Would you like to find out which solution is best suited to your business or how you can make payment collection easier? Our advisors will be happy to provide you with personal support.

Get non-binding advice now

FAQs about payment terminal support at PostFinance

  • PostFinance also supports retailers with problems with the payment terminal at short notice. The fast and free SOS box service is available for emergencies so that payment collection can be resumed as quickly as possible.

  • For urgent technical problems, telephone support is available around the clock. Retailers usually reach a contact person within 60 seconds. Written enquiries are generally answered within a maximum of two working days.

  • Yes. PostFinance technical support is available around the clock – even at weekends and outside normal business hours.

  • Yes. PostFinance supports retailers in setting up payment terminals and checkout solutions. This includes configurations, the activation of payment methods and answering questions about ongoing operations. Depending on the situation, support can be provided by telephone or directly on site.

  • Support Plus is a fee-based value-added service for retailers who require more support. It offers faster response times and prioritized support.

  • Yes. PostFinance also supports retailers with growth steps or temporary requirements, such as additional locations and events.

  • If a terminal needs to be replaced at short notice, PostFinance provides pragmatic solutions. After contact with technical support, retailers can use the SOS boxes to collect a replacement terminal at the nearest location. This allows operations to resume as quickly as possible.

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