Virtual Terminal FAQs

What payment details do I need to collect from my customer to key-in a payment?

You’ll need the following information to accept a payment with Virtual Terminal:

  • Card number
  • Expiration date
  • CVV/CVV2
  • Billing Postcode

We also provide a field to include a note, with a length of up to 60 characters. If your customer has requested a digital payment confirmation, you can provide their email address or mobile number. This will be used to automatically send your customer a customised digital payment confirmation of the transaction.

Note: Any information entered in the note field will appear in your online Square Dashboard, sales reports and on your customer’s payment confirmation – you should not record personal, card or other sensitive information in that field.

Can I add taxes or items to a sale with Virtual Terminal?

Not at this time.

Can I use Virtual Terminal on my mobile device to swipe, insert or tap payments?

You can key-in transactions through Virtual Terminal. To swipe, insert or tap payments, download Square Point of Sale. The dedicated Square Point of Sale app is designed to accept payments on a mobile device. If you have not done so already, download the Square app and purchase a Square Reader to take card payments on a compatible iOS or Android device.

How do I see transactions processed through Virtual Terminal?

Transactions processed through Virtual Terminal will appear as card transactions in your Sales reports. In your Transaction Status report, the source will appear as “Terminal.”

Should I provide an email or a mobile number for my customer?

You should only provide a customer email or mobile number if your customer has requested a digital payment confirmation. This email or mobile number will be used to automatically send your customer a digital payment confirmation of the transaction.

How can I process a refund for a transaction taken through Virtual Terminal?

You can process refunds directly from your Square Dashboard or your Square app in the same way as any other payment.

Can my employee access Virtual Terminal if they do not have access to Square Dashboard?

Employees need to have access to the online Square Dashboard to use Virtual Terminal. Should you prefer limiting their access to taking payments, follow these steps:

  1. Log in to the Employees section of your online Square Dashboard.
  2. Click the arrow next to the name of the employee whose permissions you’d like to update.
  3. Click Edit Role.
  4. If it has not been checked off already, toggle on Access Employee Dashboard.
  5. Check Take Payments with Virtual Terminal. If applicable, check Manage Customer’s Cards on File and Use Customer Directory and Feedback to allow this employee to save and charge cards on file using Virtual Terminal.
  6. Click Save.

How is Virtual Terminal different from using Invoices?

You can use both Invoices and Virtual Terminal to bill your customers via the Square Dashboard. Invoices are ideal for merchants who don’t need to instantly collect payment, and want to bill their customers via email. Virtual Terminal is suited for sellers who want to immediately charge their customers remotely for orders received over the phone or online.

Does Virtual Terminal work with Card on File?

Yes, you can securely store and charge a customer’s card on file using Virtual Terminal.