What’s a referral?

When processing transactions, on occasion the card issuing company may generate a referral and your terminal will prompt you to call for authorisation. There are several triggers that can generate a referral, for example, an unusual spending pattern or a large transaction value. It means that we need to contact the card issuer before you can process the transaction. We aim to process the referral as quickly and efficiently as possible. On most occasions we'll ask you to put the cardholder on the phone. Just follow our customer service advisor's instructions, and once we have spoken to cardholder and the Card Issuer, we'll give you a decision.