Service

pays off.

Get in touch with us - we get back to you
Advice and help – business analysis with individual tools
Secure software and hardware – thanks to technical support

Always there for you

Concardis 24/7-Hotline

At Concardis, support and service are of the utmost importance. Specialised service teams provide you with expert advice. Technical and commercial questions are answered round the clock, seven days a week.

+49 69 7922 4060

Customer inquiry

Always there for you

You can also reach us by e-mail:

serviceDE@nets.eu

ADVANTAGES OF CONCARDIS

Unbeatable: Concardis service

FIRST-CLASS SERVICE

24/7 customer service

There for you round the clock: Concardis customer service is available 24 hours a day, seven days a week. You can get help with problems, be they technical or commercial in nature.

FIRST-CLASS TOOLS

Reporting with Portal+App

Concardis enables you to keep track of your transactions and payments in real time, from anywhere. Together, we will configure your Portal+App for improved sales and customer analyses. This will allow you to improve your business and make you better able to plan.

FIRST-CLASS TECHNOLOGY

Solutions for software and hardware

In the event of a disruption, we will see to the software immediately or repair your device. In the event of damage, you have the option of switching out your card reader. Our mutual objective is perfect user convenience for you and your customers.

FAQ

Frequently asked questions:

Changing my information

How can I change my customer information?

To change your customer information, we require a written request form. You can find the form in our download centre: For address changes, you can find the form for doing so here. For changes to bank details, you can find the form for doing so here.

I would like to change my receipt text/clearing name ...

We would be happy to change your receipt text or your clearing name (the display of your name on the account statement of the cardholder).

To do so, we need you to send an email to serviceDE@nets.eu with your business partner number and the new receipt text/clearing name.

My company structure has changed (GmbH, AG, sole trader, etc.). What do I have to do?

We would be happy to help with the change. You can reach us on the Freephone number +49 69 7922 4060 or via email at serviceDE@nets.eu and please remember to indicate your customer number.

I would like to receive my mail at a different address. What do I have to do?

We would be happy to send your mail to an alternative address. To do so, we need you to send an email to serviceDE@nets.eu with the following information:

your business partner number (you can find this at the top of your credit card statements or terminal invoices),
• the new address for sending invoices,
indication of whether credit card statements and/or terminal invoices should be sent to this address.

I would like to have my mail sent to a PO box.

Unfortunately, we are unable to send mail to a PO box.

I have a new bank account. What do I need to do?

Send us your new bank account details, ideally using our form (link to the form for change of bank details). If you do not use the form, please note the following:

original signature (fax or letter), gladly scanned and attached to an email to serviceDE@nets.eu,
SEPA direct debit mandate authorisation – purpose-of-payment text (for example: all payments and direct debits, payments for credit card transactions, terminal direct debits),
for the respective account, conclude an agreement regarding debit card direct debits (officially ‘collecting receivables via direct debit from POS authorisations using service data centres’).

Questions about my contract

I have taken over a shop/restaurant/business and intend to continue the Concardis contract for the existing card terminal. What do I have to do?

IMPORTANT: Please do not yet submit any sales via the card terminal!

The device has not yet been converted to your information and there is a risk that your sales will not reach you.

Please contact +49 69 7922 4060 or send an email to serviceDE@nets.eu. We will be happy to help with the remaining necessary steps.

I have sold my business/shop. What do I have to do?

Please note: Do not allow the new owner to use the card terminal. The device still has your information. If you do not intend to continue your contracts with us, then please inform us of this in writing. Please note that we require the information for your credit card contract and for your terminal contract. You are welcome to inform us of the successor to your business via email to serviceDE@nets.eu.

I have changed the legal form of my business (to a GmbH, AG, sole trader, etc.). What do I have to do?

Simply call +49 69 7922 4060 or send an email to serviceDE@nets.eu, We will be happy to help you with the next necessary steps.

Is it possible to receive my invoices via email?

In the Concardis portal, you have access to your information at any time of day. In the portal, overviews of your conducted transactions as well as your statements for credit cards and invoices from your terminal are available to you for download and print. We do not send invoices separately via email.

I would like a different terminal ...

If you are unhappy with your terminal or you need a different model (wireless, Wi-Fi function), we would be happy to advise you.

To this end, please contact our Freephone service number on +49 69 7922 4060.

Questions about ordering accessories and advertising materials

Where can I order accessories for my terminal (e.g. receipt paper rolls, car charger)?

Be it paper rolls, terminal carrying systems, batteries or cables, please use this form to place an order. In both PDF documents, you will find a button at the bottom labelled ‘Send’. Once you have filled everything in, simply click on the button and select which email client you would like to use to send the form.

Where can I order advertising materials (e.g. stickers, invoice folders) or payment vouchers?

Using our advertising material portal, you can order supplies and consumables (e.g. acceptance stickers for your business or credit slips).

Please have your business partner number ready for registration. After successful registration, you can always log in using your email address and the password created.

Click here for the advertising materials shop.

Questions about my transactions

Cancelling a reservation

You can cancel reservations via our service number +49 69 7922 2211.

To do so, please have your merchant ID ready. This can be found on your merchant receipt, among other places.

Alternatively, you can also send us your merchant receipts via email to serviceDE@nets.eu; please indicate your business partner number.

Your Concardis contact

How can I get in touch with Concardis?

You can reach us:

Concardis Customer service: + 49 69 7922 4060 (24/7 - available 24 hours a day, 7 days a week)

Questions about transactions and your credit card statement:+49 69 7922 2025 (Mo.–Fr. 8:00–20:00 Uhr)

Concardis Security Center (PCI-Portal): +49 69 7922 2231 (Mo.–Fr. 9:00–17:00 Uhr)

Approval service: +49 69 7922 2211 (24/7 - available 24 hours a day, 7 days a week)

We are available at the following email address serviceDE@nets.eu.
Are you already a customer? Then please let us know your business partner number in the subject line.