Merchant Services UK

As a result of Brexit, the regulatory environment has changed, and from 31 December 2025, no UK-based merchant can use a non-UK-based acquirer for card payments, and no EU-based merchant can use a UK-based acquirer.

Historically, you have been acquired by Worldline through one of our EU-based acquiring entities. Now, we have to offer you the chance to apply for a contract with our new UK-based and regulated acquiring platform and company to ensure continuity of service.

Your existing Merchant Agreement will be replaced with a new agreement with our UK acquiring entity, and the old contract will need to be cancelled after you have successfully gone live. The notification letter you received from us outlines some of the key changes.

Please contact your account manager with any queries. In principle, your pricing should not vary significantly, but each case is unique.

Unfortunately, due to regulatory changes, Worldline will not be able to continue processing your transactions past 31 December 2025 under your existing contract on our EU platform. You have the option to either stop accepting card payments or find a new acquirer. We can offer our new UK platform to support you going forward.

Once your new contract is accepted and a new MID is generated, the technical migration should be completed within a couple of weeks.

If you have multiple terminals under one Merchant ID with us, we will endeavour to group them into the same migration wave. However, your facilities may be migrated on different dates. This is known as a partial migration, and we will aim to finalise the migration of all terminals as quickly as possible.

If you are partially migrated:

You will have two contracts:
- For terminals that successfully migrate, your Merchant Agreement will be amended as outlined in this letter (Migration Contract).
- For terminals that do not successfully migrate, your current Merchant Agreement will remain in effect (Current Contract).

You will receive two sets of statements:
- One statement from the current platform showing transactions from your non-migrated terminals.
- A set of documents from the new platform showing transactions from your migrated terminals.

If any Annual Fees or Monthly Service Fees apply to your Merchant Facility, you will only be billed once, in accordance with your Migration Contract.

We will continue attempting to migrate your remaining terminals for two months following your initial migration month. If migration is unsuccessful, we will contact you to discuss next steps.

If your Merchant IDs are linked under a Chain or Group, we will endeavour to migrate them together, but this is not guaranteed. If the MIDs are not part of a Chain or Group, our system does not recognise any linkage between them, and they may not be migrated at the same time.

We will notify you of the technical migration date when your terminals or ECommerce MIDs are updated to reflect the new Merchant Account on the UK platform. Upon successful update, the Merchant ID will have changed, and we will confirm the successful completion of the migration. You can also view your traffic in the portal to confirm the update.

For a POS customer, the technical migration will occur overnight on the advised date. Your POS system will connect for its daily update refresh to our host and pick up the new MID and configuration. In a 24/7 environment, this will occur during the daily update schedule and will not take a significantly longer time.

For ECommerce customers, the new MID will be applied on the scheduled date by the ECommerce provider overnight.

The terminal will be unable to process transactions while the software is being downloaded. However, if you already have a POS terminal, this update has been scheduled to occur overnight. As this is part of your daily routine, there should be no additional impact or extended downtime.

To ensure the software can be downloaded successfully, please make sure that all your terminals are connected to the power supply or docking station, are switched on, and have active communications. If you have any backup terminals, please connect them a few days before the migration date to ensure their software is up to date.

Please also ensure you complete the end-of-day process on your terminal before the close of business on the day prior to migration to ensure all transactions are captured and processed under your old Merchant ID.

Specifically, from the migration date listed in your notification letter until the software has been downloaded, you will need to:

- Check that the power cable is not connected to a power strip that is switched off overnight.
- Ensure the terminal is switched on.
- Ensure communication is active — please verify that any Wi-Fi routers are powered and connected.
- If the terminal is connected via ethernet or a merchant-owned Wi-Fi router and you have firewall software, make sure the firewall rules do not block external communications overnight or outside of trading hours.
- Ensure the terminal has enough paper.
- Special attention is needed for temporary terminals used for special sales, which may be stored away from the counter and switched off.

If you have a specific period during which you do not wish the migration to occur, please inform your Account Manager or the contacts provided in the communication advising you of your planned migration date.

The daily cutoff is 23:00 GMT/BST, and settlement will occur according to your contract schedule.

As long as your end-of-day process is completed before 23:00, your settlement should be processed as expected. If a settlement is missed, it will be included with the transactions the next time you complete your end-of-day process before 23:00.

We will settle funds to the bank account provided in your application for the UK Acquiring contract. If this account is the same as the one used in your previous contract with our EU Acquiring arm, then yes.

After migration, the way you receive your Settlement Reports, Billing Notices, and Cost of Acceptance Reports will change. These reports and notices can be sent electronically via email if you select this option in your application; otherwise, they will be made accessible through the Merchant Portal.

You will no longer receive printed statements by post to your nominated address. Access to the Merchant Portal will be provided shortly before your migration date.

You can opt to receive monthly summary statement reports via email, which will replace your paper statements. These reports will also be accessible through the Merchant Portal. A PDF version will be available, which can be easily downloaded and printed.

Our new technology solution, in line with global practices, is electronically based and does not support the mailing of printed paper statements.

Fees and charges will be deducted daily from your settlement funds, and summary statements of the fees collected will be provided via the portal.

The structure of the information will remain the same, but it will reflect the new Merchant ID for each store.

You can find this information in your emailed “Settlement Report – Detailed” or in the Merchant Portal under the Settlements section of the Acquiring module. Simply access the Merchant Portal, search for the settlement reference number, and the relevant settlement information will be displayed. You can then export a report of all transactions included in the settlement. This report will also provide a breakdown of the payment terminals that processed each transaction.

Below is an example of what you’ll see in your Settlement Report:

No, there is no need to update your hardware.

You will receive a new Merchant ID, but your Terminal ID(s) will remain the same.

If you have shared your Merchant ID or Terminal ID with third parties, we recommend that you contact them once you receive your new Merchant ID and inform them of the change.

For support, our Customer Contact Centre will still be available for assistance, via existing contact details and opening times.

The Merchant Portal is an online platform that provides a comprehensive overview of your daily, monthly, or annual transactions, along with detailed information on your transactions and settlements. Once logged in, you'll see an overview of your transactions on your dashboard and can access and download detailed reports on your transactions, settlements, and monthly summaries.

Initially, access to the Merchant Portal will be granted to one email address—the one we have on file for you.

If you wish to add additional users, such as staff members, you can do so easily by logging in and creating a new user in the Merchant Portal. To do this, click on the Company Name in the upper right corner, select Settings, and then click on Users.

Please note that under the updated General Conditions, the Merchant has certain obligations regarding the use of the Merchant Portal, login credentials, and the creation of Merchant Users. The Merchant will be held liable for the use of the Merchant Portal, and anyone who accesses it using the login credentials will be considered authorised by the Merchant.

You will receive detailed instructions on how to access and use the Merchant Portal, including your password information, prior to migration.

Cardholders can still raise a dispute as they do today. You will have access to your previous portal information for a period, allowing you to support any chargeback investigations.

Please process the refund using your new MID account. As with all refunds, ensure you retain all supporting documentation proving that the original transaction took place, which can be accessed in the old portal.

No, you can continue using your existing POS with the new MID.