Common Questions Customers Ask:
Pre-authorisation is when the bank places a hold on a predetermined amount of money on your credit card. This is to make sure you have the funds available to pay for the fuel you are about to dispense.
See technical doc CTB1063 Pre-authorisation Explained for further details.
CompacOnline (COL) is a Compac developed FMS (Fuel Management System). Using your web browser you are able to connect to your site from a remote location. In the same way, you would view a personal bank account, you can login to the website and view all your site data, any time of day or night. You are able to view up to the minute data such as transactions and tank levels, change pricing and print reports.
COL is 100% secure and meets current industry standards for security.
Compac’s Help Desk provides after sales support and advice to approved installers and maintenance technicians. The Help Desk can be consulted on possible causes and solutions that may occur with Compac equipment, including the use of CompacOnline.
The advice given is based information the Help Desk have at the time of the call, and any information that can be gathered from the equipment in the field (if accessible remotely). The advice that is supplied by Compac is for guidance only, and support personal are to treat it as such.
The Help Desk is available Monday to Friday from 8.30am – 7.00pm NZST
A fuel pump has the motor and suction system inside every unit. This means the unit can work independently of other pumps. If something goes wrong with one suction pump, other pumps will not be affected.
A dispenser does not have a suction pump; rather it is dependent on a submersible pump in the tank. This is a pressure system. This means the dispenser does not work independently and all dispensers will be affected if there is a problem with the submersible pump.
The Credit Card DCA allows the pre-authorisation of White Cards through CompacOnline. It does not communicate with the bank but can accept Credit Cards. A Credit Card transaction is treated as a “card not present transaction” (much the same as an internet transaction). In New Zealand banks are very risk adverse to this type of transaction, so charge a premium interest rate to these transactions. This makes the unit very costly to operate. Some banks in New Zealand will not even accept transactions from these units. However, in Australia it is different, and these transactions are more universally accepted (the difference is due to different bank regulations.)
When a white card is swiped in a CC DCA, the validity of the card through COL. If it is a valid card, fuel can be dispensed.
FMS: Fuel Management System
DCA: Driveway Card Acceptor
CC DCA: Credit Card Driveway Card Acceptor
OPT: Outdoor Payment Terminal
BMR: Bulk Meter Register
AVI: Automatic Vehicle Identification
DPS (Direct Payment Solutions), now known as Payment Express, is the clearinghouse for all credit card payments made through Compac credit card terminals. DPS monthly charges are for the provision of this service and are applicable for any Compac credit card terminal such as an OPT or CC DCA. Overages are incurred when the number of included free transactions on a given monthly DPS plan is exceeded. Overages are applicable only when a credit card is processed through a CC DCA terminal.
A DCA is used to process local cards through a terminal connected to fuel equipment.
A Credit Card DCA is used to process credit cards as well as local cards through a terminal connected to fuel equipment. When a credit card is used, the transaction is processed as a "card not present" transaction. It does not prompt for, or check, the PIN number of the card. The CC DCA does not accept debit cards.
An OPT is also used to process credit and eftpos/debit cards as well as local cards through a terminal connected to fuel equipment. The online authorisation of these cards is a live process. Compac can also activate Shell cards and Online Auth cards including Motorpass, United, Mckeowns and Farmland cards for OPTs.
These can all be found in the installation manuals on this website under the Resources tab and then either:
11. What to do when you receive “site offline” notification from CompacOnline or your site appears to be “Offline” on your CompacOnline website?
12. My pumps are showing offline or pump in use. What do I do?
13. Why is my OPT not issuing receipt when it is saying “Printing”?
The paper could be jammed.
14. Why is my OPT displaying “Receipt Unavailable”?
The paper could be jammed or there is a fault with the printer. If clearing paper jam does not fix the issue, you will need to contact your service agent.
15. My OPT is saying “Insert Card” and is not responding when I swipe my card.
Try another card and if that is still not responding, repower the OPT. If multiple cards are not being read, the card reader could be faulty and you will need to contact your service agent to have it replaced.
16. Why is my customer’s bank card being declined at my OPT?
Check with the customer that he/she has entered correct auth amount (sometimes customers enter their Pin number in as Auth amount by mistake). Check with the customer that he/she has selected the correct account and correct pin number. If other customer’s cards are being accepted at the same OPT, it is most likely a problem with this customer’s card. You can refer your customer to their bank to find out why the card is being declined.