Pine Labs - FAQs

Frequently Asked Questions (FAQs)

1. How do I create an account?

Once you enroll with us as a merchant, you will receive an email detailing the steps to create an account. You will be able to process payments on the successful completion of these steps.

2. I have forgotten the login credentials for my account. How do I retrieve them?

You can write to plutus.support@pinelabs.com with your contact details. Our team will help you in retrieving your account details and resetting the password.

3. How can I access reports for my account?

You can access real-time reports for your transactions, sales history, and other parameters through myPlutus reports. These reports are available on the web (TRM) or can be viewed on the myPlutus app. The app is freely downloadable from Google Play or App Store.

4. How do I add, edit, or link a bank account to my Pine Labs account?

To add, edit or link a bank account to your Pine Labs account, please visit Account > Settings > Bank Account.

You will need to provide your complete bank account details for the process and it may require up to five working days for account verification and to reflect any changes made. The real-time status of the bank account verification can be viewed through your account.

1. How do I enable a new payment method on my account?

You can write to plutus.support@pinelabs.com to add a new payment method to your account. Please ensure you specify your exact requirements and correct account number in your communication.

2. Which currencies are accepted for Dynamic Currency Conversion (DCC)?

DCC by Pine Labs DCC supports a wide range of currencies including US Dollar, Pound Sterling, Euro, Yen, Swiss Franc, Singapore Dollar and Thai Baht, to name a few.

3. Which mobile wallets are integrated with Pine Labs POS terminal?

The Pine Labs POS terminal is integrated with leading mobile wallets including Google Pay, PayZapp, FreeCharge, Airtel Payments Bank, and PhonePe.

4. What is the best way to connect to Pine Labs’ server?

Model Mode of connectivity
Plutus Smart 4G and WiFi
Plutus Countertop Fast Internet connectivity
Plutus Countertop Dual connectivity - serial IP and GPRS
Plutus Portable Wireless GPRS-enabled connectivity
Plutus Portable Wireless WiFi and GPRS-enabled connectivity
Plutus Portable Bluetooth-enabled connectivity

5. In which regions can I use Pine Labs POS terminals to process payments?

Currently, our network spans over 3,700 locations in India, Malaysia, and other parts of Asia. We are working towards expanding our network to other countries. We will update this section as and when we have more information.

6. What are the terms and conditions for merchants to enable the EMI facility for customers?

To know the terms and conditions of the EMI feature, please visit Products > Affordability. For any specific queries, you can write to our support team on plutus.support@pinelabs.com.

7. How can I activate the EMI feature on my POS terminal?

You can apply for activation of the EMI feature by writing to us on plutus.support@pinelabs.com.

8. Where can I find more information about participating partners in Pine Labs PaybyPoints program?

You can visit our dedicated website www.paybypoints.com to know more about participating partners in our PaybyPoints program.

9. Where can I find more information about the personalized perks program?

You can visit our dedicated website www.pineperks.in to know more about our personalized gifting solutions.

1. What is Academy by Pine Labs?

Academy by Pine Labs is a first-of-its-kind learning platform that helps merchants get certified on all types of payment transactions on our POS, learn soft-skills and more.

2. Who can access training material on Academy?

Training material on Academy is only accessible to our merchants. To create an account, you can write to us on academy@pinelabs.com.

3. I have forgotten my Academy account credentials. What should I do?

You can write to us on academy@pinelabs.com with your contact details. Our team will help you in retrieving your account details and resetting the password.

4. Do I have to pay to use the Academy platform?

Our Academy platform is free for our merchants and aimed at helping merchants to get certified on all types of payment transactions on our POS, learn soft-skills and more.

5. Is the Academy training compulsory for cashiers at merchant outlets?

No, the training is optional and created for the benefit of merchants. Pine Labs’ certified cashiers can execute transactions more efficiently on our POS.

6. How many users can a merchant enroll on the Academy?

There is no limit to the number of users you can enroll on the Academy.

7. Is there a stipulated period for a new user to complete training?

There is no stipulated period for a new user to complete training. However, at the end of each module, users must undertake a test. Users are issued certificates of training completion only on successfully clearing the test.

8. What are the modules that Academy by Pine Labs offers training on?

Academy by Pine Labs currently offers training on debit and credit card acceptance, UPI payment, BharatQR, EMI, DCC, PaybyPoints, and PinePerks. We also offer training programs on soft skills.

9. Does Academy offer any modules other than POS related training?

In addition to POS-related training, we also offer soft-skills training to users. This is a critical element as cashiers are usually the last point of contact at merchant outlets. Their approach and interaction with customers can leave a lasting impression about the merchant brand with customers. Our training program is aimed at helping merchants interact with professionalism to create customer service delight and build trust-led relationships with customers.

10. How are training modules offered?

We offer online training material in the form of videos and documents in simple, easy-to-understand English.

11. How can I complete training of a module on Academy?

For each module, users must watch all training videos to complete the training of that section.

12. How do I get the certificate for training?

You can download your online certificate from the Academy platform.

13. How many certificates can I get?

You can get one certificate for each training module.

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