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  • EST. 2001
  • Elavon Partner
  • U.S. Support

Real support from real people.

If you advise merchants — as an accountant, consultant, POS provider or technology partner — Nova Bancard can build a revenue share structure around how you already work. You make the introduction. We handle everything else.
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Support snapshot

What the customer center can help with

Terminals & POS

Batches, tips, receipts, hardware questions and basic troubleshooting.

Deposits & funding

Reconciling deposits to batches and reviewing delays with partners.

Chargebacks

Guidance on documentation, timelines and next steps.

Account changes

Ownership, banking, location changes and profile updates.

If an issue sits with a bank, gateway or third-party system, we'll help identify it and connect you to the right team instead of bouncing you around.

Common requests

Common reasons merchants reach out.

Payments touch a lot of systems — banks, gateways, terminals, POS, accounting and more. We help you untangle which piece is likely responsible and what the next step should be.

Terminal & POS support

Help with batches, printing, tips, settlement and basic troubleshooting for terminals and point-of-sale systems connected through Nova Bancard.

Deposits & funding questions

Clarifying funding timelines, reconciling deposits to batches and investigating unexpected delays with our processing partners.

Chargebacks & disputes

Guidance on responding to retrievals and chargebacks, including what documentation is useful and how to structure internal processes.

Account changes

Assistance with ownership updates, location changes, banking updates and other administrative adjustments to your merchant profile.

How it works

How a typical revenue share structure works.

Terms vary based on volume and your level of involvement, but the overall flow stays simple:

You contact us.

Call or email with your merchant details and a description of the issue. No ticket system, no automated queue — a real person picks up.

We identify the right team.

Some issues sit with Nova Bancard. Others sit with Elavon, your bank, or your gateway. We tell you which and connect you directly.

You get a clear next step

Every contact ends with a defined action — a fix on our end, documentation to submit, or a direct handoff to the right partner team.

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To speed things up

Have a few details handy when you reach out.

  • Merchant name and location
  • Best contact name, email and phone number
  • Any recent reference numbers or batch IDs
  • A brief description of what you're seeing
If you’re dealing with a chargeback, snapshots of receipts, signed work orders or other proof of service are often helpful.

After-Hours Support

For time-sensitive issues outside business hours.

Please use the emergency contact details provided during onboarding. If you don’t have those handy, email info@novabancard.com with “Urgent” in the subject line and we’ll route accordingly.

For terminal outages affecting active trading, contact Elavon’s 24-hour support line directly — your onboarding documents include this number.

Contact Us

Not a Nova Bancard merchant yet?

If you found this page while trying to get help with another processor, we’re happy to answer a few questions and share what we’d do differently — no obligation.
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