Running out of receipt paper during peak trading hours creates unnecessary friction at the checkout and delays customer service. Maintaining an adequate supply of thermal rolls ensures your Suncorp EFTPOS terminal remains fully operational when processing daily transactions.
As an existing Suncorp merchant, you access additional stationery directly through your physical terminal or by submitting an online request. Understanding the specific terminal identifiers required to place an order helps prevent processing delays and directs the correct paper size to your trading address.
Key Information Overview
| Category | Details |
|---|---|
| Available Ordering Methods | Online Stationery Form, Direct via EFTPOS Terminal |
| Standard Delivery Time | 5 to 7 business days |
| Eligibility | Active Suncorp Bank merchant facility holders |
| Key Requirements | 8-digit Terminal ID, 6-to-8 digit Merchant ID, Trading Name |
How to Order Replacement Paper Rolls
Using the Online Form
- Locate a recent transaction receipt printed from your current EFTPOS terminal.
- Identify your 8-digit Terminal ID (TID) and 6-to-8-digit Merchant ID (MID) listed at the top of the receipt.
- Open the Merchants Stationery Order Form on the official Suncorp Bank website.
- Enter your business trading name and the contact details of the person authorizing the request.
- Select the quantity of printer rolls required from the drop-down menu.
- Submit the form to finalize the request, allowing the bank to apply any applicable charges to your next monthly merchant statement.
Ordering via the Terminal
- push FUNC
- enter in 86
- push Enter
- enter the number of rolls in multiples of 10, but not more than 30
- push Enter
Troubleshooting Stationery Order Issues
Multi-Factor Authentication (MFA) Login Delays
- Cause: If you manage your merchant account via Suncorp Internet Banking, the Security Token Code required to log in fails to generate if your Suncorp Secured App is not registered to your current smartphone.
- Fix: Open the Secured App and follow the registration prompts using your active mobile number to restore token generation.
- Fallback: Call Suncorp Business support on 13 11 55 to verify your profile manually and update your token access.
Browser or App Errors
- Cause: The online stationery order form fails to submit or displays a timeout error if your internet browser holds corrupted cache files.
- Fix: Clear your browser's history and cookies, then reload the stationery form to ensure the script executes correctly.
- Fallback: Place your paper roll order by calling the merchant technical support desk directly on 1800 836 055.
Locked Terminal ID or Access Issues
- Cause: Your EFTPOS terminal restricts access to the ordering menu if the device loses its connection to the banking network or if an administrator passcode is entered incorrectly multiple times.
- Fix: Perform a manual settlement or a network reboot on the terminal to restore its connection to the Suncorp servers.
- Fallback: Contact the 24/7 merchant helpdesk to have a technician remotely unlock the terminal's administration functions.
Pro-Tip: To avoid paying premium courier fees or running out of supplies during busy holiday periods, set a calendar reminder to review your receipt roll stock levels at the end of each month. Ordering your stationery in bulk quantities of 40 or more rolls reduces the frequency of your requests and ensures you maintain a reliable buffer for unexpected trading spikes.
Frequently Asked Questions
Why was I charged for my paper rolls this month?
While some merchant agreements include complimentary stationery, the standard setup applies a fee based on the volume you request, starting at $10 for 10 rolls. The bank determines fee waivers based on your original letter of offer and transaction volume. A limitation here is that any fees incurred for stationery are not billed at the point of checkout; they accumulate and appear on your total monthly merchant statement on the last day of the trading month. If you believe the system charged you in error, your next step is to review your original merchant contract to confirm your specific fee structure before contacting the billing team.
What should I do if my stationery order hasn't arrived?
The standard fulfillment process relies on regular courier networks, meaning deliveries require a full week to reach your business premises. Delays occur if the trading address on file is outdated or if you submit the request over a public holiday weekend. An exception to this timeline applies if you recently moved locations and forgot to update your primary address with the bank, causing the courier to route the package to your old store. You should first check your recent email correspondence for a shipping confirmation. If it has been more than seven business days, call the merchant helpdesk on 1800 836 055 to track the dispatch status.
Can I buy EFTPOS rolls from an office supply store instead?
You are permitted to purchase compatible thermal rolls from third-party retailers like Officeworks if you run out of stock unexpectedly. The system behavior does not block external paper brands, provided they match the standard 57mm x 35mm dimensions used by Suncorp's mobile terminals. A key exception is that using inferior quality thermal paper leaves excessive dust inside the printer mechanism, potentially causing jams or voiding your terminal's hardware warranty if it requires repair. If you choose to buy emergency rolls locally, verify they are explicitly labeled as "BPA Free Thermal Rolls" to protect the terminal's print head until your official bank order arrives.
