Nayax question? Ask Harry the Nayax Expert

[hkozlovsky]

Hi everyone.

Going forward, I created this Topic for the reasons stated below. It is really what I call a sticky as it is very educational and comprehensive. It will take some time to read but will be well worth it. Good luck in your businesses.

1. Consolidate all Nayax for the betterment of educating one another

2. Educate

3. Who and what is Nayax and what makes it unique in the world?

4. Dispel any misinformation / old information

5. Introduce myself to those that do not know me

***********************

1. Consolidate all Nayax for the betterment of educating one another

• Why? I find it so hard many times to get to an answer in forums, having to search through many threads. You all are very busy people and this will help get information you need quicker in the future.

2. Educate

• Why?
  • You all are your own experts. Education in a constantly rapidly growing and changing Car Wash industry is a must for OEMs, Distributors, and Operators to grow their businesses, not for today, but where they want to be 5 and 10 years from now.
  • I tell everyone I have the pleasure to work with or see at all the shows, to always self-educate. If you rely on what you did or used years ago in any business, without self educating on all changes and innovations in Technology , you fall behind your competition or simply do not grow at the pace you can.
  • Technology, asking questions, and self-learning is the key to growth in all business sectors but especially in Car Wash

3. Who and what is Nayax and what makes it unique in the world?

• Nayax is in over 1.2 Million unattended machines in 120+ countries and one of VISA’s top 30 Payment Facilitators in the world, today taking in over 1.2 Billion transactions, is the leading Global end to end retail technology platform for unattended & attended commerce. Valued at over $3 Billion Dollars today and with 900+ employees globally, many of whom are engineers ensuring our customers will not only lead today but we are looking ahead 5 and 10 years out. Nayax has been an active leader in Global payment technology for nearly 20 years. At Nayax, as a customer-centric engineering/fintech company for the world, we use the technology not for the sake of it, but for the solutions it provides our customers. It’s not simply a credit card and Apple / Google Pay “receptor” with a piece of software, as elsewhere. At the end of the day, the more knowledgeable we can make our customers, the more successful they will be in their revenue generation. We also make sure, with the help of our value added OEM/Distributor partners, our customers deploy all our technology/automation tools that help them maximize their success and growth.
• Nayax does not sell simply a receptor that accepts credit cards and Apple/Google Pay with a piece of reporting software but from processing, to easy setups today, to reports, to loyalty, to very easy access, to many many exclusive features, to multiple parameter options that you can determine is the best to chose to drive more business, all that help customer drive revenue and lower operating costs, including but not limited too….
  • Easy and fast Reconciliations and Reporting – Live Transactions – No Interchange Plus as Processing Companies Charge, where one must pull out their calculators each month to see their true effective rate for that month as it will always change based on the cards presented, and no Variability of processing fees. Nayax eliminates this as the direct Payment Facilitator and as mentioned above with much leverage as one of VISA’s Top 30 in the World.
  • The processing sweet spot? 2.5%+10 cents, typically for Car Wash Operators.
  • Transactions will be live so you can see true sales at that moment in time and anytime
  • When not using count-up, all transactions are charged the exact amount the customer selects and no pre-authorizations that can confuse customers. Count-up requires pre-auth as the amount is not known upfront
  • No Nayax customer has had to deal with the word chargebacks since 2017. Why? Because in 2017, VISA after eliminating mag swipe all over the world because it was to easy to steal and to eliminate charge backs, and since the US card holders all has chip on their cards which is safe and cannot be stolen, told the US cashless industry, to eliminate swipe and why all the retailers in the US such as Walmart, Target, the entire sector), all converted to secure EMV (chip and now some tap too) between 2017 and 2018. Nayax, as we serve 120 countries and was already EMV certified in those countries, knew the importance of EMV, and all Nayax devices in 2017-2018 also converted to EMV, so that our readers since that time, when a card with a magnetic stripe is presented to a Nayax device, that device instantly knows the card can handle chip and both verbally (yes they engage the customer by voice) and graphically tell and show the customer to insert their chip and will not allow the swipe to go through. That is a true EMV integration. Operators needed to ask themselves in all our verticals (Car Wash, Amusements, Vending, Laundry, Smart machines, etc…) in 2018, 2019, 2020, 2021, 2022, 2023 and yes in some cases even in 2024, if they could not use their own magnetic swipe on their card to buy when they went out retail shopping, why would they be sold and buy devices in those years, that allowed and allow their customers to use magnetic swipe and put yourselves into a vulnerable chargeback position? Any operator who has bought a Nayax cashless device since 2017-2018, has not had a single chargeback. That is why it is so to self-educate, ask tough questions everywhere and seek out knowledge that allows you to seek out technology and why.
• Smart Pricing: Increase your revenue with bonus minutes….
  • Are you sometimes concerned on Count-up that your customer does not push the stop button hard enough, walks away before it stops on its own, and the next customer comes up behind and continues on? Nayax Technology has had another option to try, allows the operator to set smart pricing packages that allows for easy upselling. Why settle on a possible $7 avg in count up, when you might get immediately $10 or more by incentivizing smart pricing packages, while also eliminating the stop button? For Selfe Serves and Automatics, it is an option to try only if you get many complaints from customers about them not pressing the Stop button and coming back to you for refunds. It is worth testing. However, every Vacuum in a decent location should use Multi-price with bonus minutes or the operator is leaving money on the table. I loaded 3 graphics which would be possible options for a Vacuum and a Self-Serve or Automatic.
• Nayax Capital - Given our world-wide leverage, we offer a unique and exclusive funding arm that allows our Nayax supportive, Authorized OEMs, Distributors and Operators to receive Nayax Capital not only to purchase their devices but to purchase their machines as well. It also has had a major impact in increasing our Authorized OEMs and Distributors sales to their customers as they can offer it to their customers.
• Instant Receipts -
  • Ever have truckers or customers that would like to have a receipt. All built in and dynamic. Customer’s can auto create and transfer a receipt instantly to their phone
• Vandalism Resistant- see here -
  • Do not try this on any other reader in the world. I had people come up to me at shows, bring their reader where someone shot a bullet at it, broke the glass but wants to show me that it was still working. There is always a way for a determined vandal to destroy a reader but within our engineering team, we added the max possible to protect from vandalism.
• Easy Plug and Play Installation
  • Works independently. Uses Verizon or AT&T/Tmobile Cellular built in for instant connectivity and if poor cellular in a location, we have built in a LAN/Wifi Port for your convenience.
• Water Resistant
  • Our readers are certified IP 65 and generally we get little issues reported by our operators in spray car washes as water usually sprays down or across and it would need to come directly upward into the only opening to become a possible issue. Also, it is important when mounting the reader to be sure it is 100% sealed on all sides, so no water can seep into the back. These are rare but can happen and I recommend that operators if they have concerns or have had any issues, buy the plastic cover.
• MOMA App – Your Business at your fingertips -
  • See all sales easily, quickly and at a glance with live transactions without needing to log into your computer. Many more features as well.
• Wash Select IIs, Hamilton Goldline, Carolina Pride and other older pulse workhorses? Nayax has retro-fit solutions that not only brings the powerful Nayax payment technologies to it but let’s you extend the life of that workhorse without having to spend $40K+ for a new box with all the additionally expensive proprietary things built in, and get out of the magnetic swipe payment insecurities, as mentioned above.
• Memberships and Fleets? – Some of the largest featured apps in the industry approached Nayax to integrate and reach back to me and I will give you the options…
• Switch Between 2 Languages
  • In locations where you’d like the customers to switch the voices and screen messages to their native language
• Customize your own messaging on the screen
  • You can customize up to 2 graphics that can scroll on the screen (depends on what mode and parameters you are using)

4. Dispel any misinformation / old information

• A few years ago, due to many operators across all our verticals being asked by their non-Nayax cashless companies to spend new $$$$ to buy again because they were told EMV was now important (see above, as EMV did not just become important the past few years but in 2017-2018), they were not happy did their diligence, discovered Nayax, had the Nayax conversation (much of what you are reading here), discovered they would not have needed to spend new money had they bought Nayax technology, Nayax, a 3Billion dollar company dramatically grew. Any company that surges it’s growth will also dramatically stretch it’s resources as we did. As any very large Global engineering/technology company, we adjusted. Adjustments meant tons of automation throughout our customer flows, new calls centers, and new phone system. All of the resources being stretched due to the massive growth spurt of the past are gone and are systems continue to grow as we continue to grow.
  • If one buys from a Nayax Authorized OEM or Distributor, all is automated that includes nearly instant auto activations, that ensures that all devices are plug and play no matter the protocol or parameters, when the device is installed at the site. Then is an operator wants to tweak or change his setting, that were automated by his value added OEM/Distributor, we have docs to easily guide them.
  • If one buys directly from our ecommerce site, shop.nayax.com, the same automation built in to effectively, make the devices plug and play with nearly instant auto activations.
  • What do I mean by value added OEMs/Distributors? Keep in mind there are OEMs and Distributors who are focused only on selling you their machines and the cashless device is simply an add-in credit card receptor in their eyes. Yet the cashless device is how you manage you business and is likely as or more important then your machine especially in the case of Nayax. There are so many Distributors out there and it is your business, so go out there and educate and push for what is best for you and they will listen as when they learn, most want to be seen as value added to separate from the others that can sell you.

5. Introduce myself to those that do not know me

• My name is Harry Kozlovsky
• I am the Senior Director of Solution Sales at Nayax
• I work very closely with our Value Added OEMs and Distributors and at times interface with their customers
• In Pulse, our Value added OEMs and Distributors have their own what we call Customer Success Manager who is our Nayax pulse expert tied to our engineering team that makes sure they are all aligned with our technology to better serve their customers.
• I stress value added as today, OEMs and Distributors, that do not offer value added, do not have the best chances to differentiate from the others and add much value to their operators. It is a pleasure to work with so many and when I am asked, happy to recommend them.
• I attend ICA, SWCA and NRCC shows. So please drop by and say hi and I’d love to meet you.

Conclusion:

This is a new Topic, we call “Nayax question? Ask Harry the Nayax Expert”. It is here to benefit our Nayax customers or anyone interested in seeking out questions about Nayax technology or industry technology, directly from the leading Global source. I may directly answer your questions as I see them or else will offer you the best guidance within our Nayax umbrella.

As it cannot be it’s own sticky, I will push this back up within the topic as it drops, and will also add the word “UPDATE” at the top with the date, when I have new Nayax Technology updates to share with all.

My word of the day, month, year, is self-educate and ask questions always to ensure your successful growth opportunities and remember "Technology Always Matters".

My contact is:

Harry Kozlovsky

harry@nayax.com

410-302-9015 (text)

 

[Flex- Wand]

Ok Harry thank, I will give it a try with multi price in the self bays then auto's nice self education!

 

[hkozlovsky]

Ok Harry thank, I will give it a try with multi price in the self bays then auto's nice self education!

Great. If an operator is getting swamped with count up issues where customers are not pressing the stop button well, there is an alternative worth testing and it may just bring you a higher average ticket also then count up. experiment. ANy one with Vacs in a decent location should not use fixed price or they are leaving money on the table. If you a doc to show you multi price, please call support and request it. Support pickup is avergae 5-10 minutes and worth waiting on the line. If tech support does not have the docs or schematics anyone needs, please send me an email and we will get it out to you.

Have a great day.

Harry

 

[AnalyticWash]

The processing sweet spot? 2.5%+10 cents, typically for Car Wash Operators.

How can we get this lower? I want Nayax readers on all my vacs but if my price is $1, you guys are taking a 12.5% rip.

 

[hkozlovsky]

Hi “Analytic”.

There is an inverse relationship in processing between transaction price and processing fee. The lower the transaction price the higher the processing fee. A $1 transaction like a candy bar is called a micro transaction and is the highest processing fee. Those very low transactions are 5.95%. I’m not sure what you meant by that 12.5 but it should be 5.95%. I counsel operators who charge a micro transaction to either:

1. as a business decision should desire to, to add a convenience fee of 6% passing the processing fee to the customer. A $1 charge would then be $1.06 to the customer. It’s a business decision whether to do it.

2. Use smart multi price with bonus to try to get the average ticket closer to $5.

Thank you.
Harry

 

[AnalyticWash]

Hi “Analytic”.

There is an inverse relationship in processing between transaction price and processing fee. The lower the transaction price the higher the processing fee. A $1 transaction like a candy bar is called a micro transaction and is the highest processing fee. Those very low transactions are 5.95%. I’m not sure what you meant by that 12.5 but it should be 5.95%. I counsel operators who charge a micro transaction to either:

1. as a business decision should desire to, to add a convenience fee of 6% passing the processing fee to the customer. A $1 charge would then be $1.06 to the customer. It’s a business decision whether to do it.

2. Use smart multi price with bonus to try to get the average ticket closer to $5.

Thank you.
Harry

Passing your fees along to my customer is not ideal. A vac customer is going to be hard to push to $5.

I'm confused with your pricing:

For a $1 transaction. Is it 5.95% or is it 2.5% + 10 cents?

 

[hkozlovsky]

Understood. A convenience fee is an option but some do it and some don not. Not much can be done with micro transactions. They are very expensive. It is 5.95% and I’m sure that is what you are paying (not the 12.5) you mentioned.

Harry

 

[HeyVern]

Just to be clear, the readers will work and not be damaged by water but, without the clear covers, any water getting on the screen will end the count up transaction and the customer will have to restart the timer.

 

[hkozlovsky]

Hi HeyVern.

No. This has nothing to do with count up. It is designed for water and is all over the world in automatics and self serves with no issues BUT I know of some wash operators that either put a cover on for added protection or in their particular environment they have had issues.

The only way the reader should be damaged is if in some way water enters bottom up which is very unlikely or the reader was not properly sealed when all around when mounted, allowing water to enter through the back which operators can easily prevent with proper diligence.

Harry

 

[HeyVern]

Hi HeyVern.

No. This has nothing to do with count up. It is designed for water and is all over the world in automatics and self serves with no issues BUT I know of some wash operators that either put a cover on for added protection or in their particular environment they have had issues.

The only way the reader should be damaged is if in some way water enters bottom up which is very unlikely or the reader was not properly sealed when all around when mounted, allowing water to enter through the back which operators can easily prevent with proper diligence.

Harry

Do you know how to read? They work fine but, if you are using count up and water gets on the screen, it will end the transaction and the customer will have to swipe their card again to restart the timer. Read what a post says before making a stupid comment.

 

[hkozlovsky]

Do you know how to read? They work fine but, if you are using count up and water gets on the screen, it will end the transaction and the customer will have to swipe their card again to restart the timer. Read what a post says before making a stupid comment.

Hi HayVern.

I am not a young man anymore by I recall never failing reading and comprehension, in school and college? Seriously, I did scan that message quickly and missed your exact intent.

To my knowledge, I am not aware of any overall issues that you are encountering specifically in your environment but I would ask you to please send me an email harry@nayax.com with your company name and the serial number(s) you are referring too and I am happy to have one of our CSM's review it and he will get back to you.

Thanks again for writing.

Harry

 

[HeyVern]

Hi HayVern.

I am not a young man anymore by I recall never failing reading and comprehension, in school and college? Seriously, I did scan that message quickly and missed your exact intent.

To my knowledge, I am not aware of any overall issues that you are encountering specifically in your environment but I would ask you to please send me an email harry@nayax.com with your company name and the serial number(s) you are referring too and I am happy to have one of our CSM's review it and he will get back to you.

Thanks again for writing.

Harry

There is no issue if you install the covers

 

[UtahYoutubeGuy]

Hi @hkozlovsky ! Thanks for the thorough update on Nayax's product development.

I can attest to what @HeyVern has experienced. If a water droplet runs down the screen while the nayax is in count up mode the stop button is activated and the transaction is ended. I have installed the protective covers and issue is resolved.

 

[jaaba]

Here are some very frustrating experiences I have had recently:

I ordered a Nayax VPOS touch and choose "Pulse" along with the multi-price configuration option I wanted. Instead, I received a device setup as MDB. I attempted to change it to pulse by myself, and I had it mostly working, except the chip reader would cause a "transaction canceled" error every time I put a credit card into it. Contactless/tap cards worked properly, and I got the customer screen setup the way I wanted with 6 different selections.

I called into support, and they said that sometimes they need to turn on the "kernel" setting. So they did that and it worked for a couple of tests. The next day, it had the same issue again. Contactless works, but chip reader does not. I called support again. They said that I changed too many settings trying to get it to work, and they would have to RMA the entire unit because they can't get it back to the correct settings, so they sent out a replacement VPOS.

The new unit arrived completely unconfigured. That's fine. So, instead of risking myself breaking it, I called support and told them exactly what configuration I wanted. They later emailed me and said the configuration was finished. However, after plugging it in and testing it, it would not take any credit cards at all. Turns out they did not put in the Heartland EMV payment information, so it wasn't actually attached to the payment processor and every transaction was being declined.

So, another call to support. They fixed the Heartland EMV connection ... but then, just like before with the RMA'd unit, contactless worked but the chip reader would not work. Same exact problem as the previous one, "transaction cancelled". This was support's config/setup, not mine this time, because they didn't copy anything over, they set it up as a brand new machine, so they couldn't blame me this time for the exact same problem.

So, another call to support. They start randomly changing settings for 30 minutes until they finally get it working. They can't tell me what fixed it, they just finally changed enough settings that it worked and said that sometimes they have to try various combinations of settings to make the chip reader work. At least they didn't RMA it this time, and they were willing to find the correct settings.

There is still an issue that sometimes the sales report show the wrong number of pulses for a button press (the ID number in the sales report which normally equals the number of pulses, but randomly shows the wrong number with the correct price), but at least the chip reader seems to be working now.

The issue is, now I'm scared to death to change anything, and I don't really trust support to be knowledgeable enough to help with much either.

In an unrelated event, I ordered an MDB-Verizon VPOS. But, they sent me an MDB-AT&T device instead, and the sim card was upside down. So of course it wouldn't connect to the cellular. Not a huge deal, I flipped the AT&T card around and it connected to the cellular network. However, I immediately emailed the Nayax store, asking them to re-send the correct Verizon model VPOS instead of AT&T. That was almost a month ago, there has not yet been any reply to my email at all. I'm not too concerned, because the AT&T VPOS device is working ... but it takes a lot longer to startup than my Verizon devices for whatever reason, not too big of a deal, but mainly because it's not what I ordered. All of my other devices are Verizon and I like consistency and also to receive what I ordered. My invoice shows I ordered Verizon.

In another unrelated event, I ordered an MDB-Verizon VPOS, which I received successfully... but the sim card was not activated on the Verizon network when I received it. I called support, and they said they didn't know how to activate it, so they would send another sim card. After waiting awhile for it to arrive, I called support again, and this person said that they would activate the original sim card that day... which they did. And it successfully connected to the cellular network later that day on its own just like they said it would after they activated the sim. A few days later, I received the replacement sim card that the first support person sent. I swapped them out, because I had no way to know if that original card would later be deactivated since I received a replacement.

In another unrelated event, I ordered one of those $3 Nayax Prepaid test cards... but it was not included in the delivered package. I emailed the store, but never received a response. I eventually called support and they sent out the card.

It's just lots of things like this. Every time I place an order, I cringe just thinking about the luck of the draw if it is going to be correct or not, and the potential time I'm going to have to spend calling support to fix it (again, luck of the draw on who answers the phone if they are going to know how to fix the issue or if they are just going to RMA the unit and let someone else configure it). Once the devices are finally working, they seem to be fine from that point forward, and they work well. The technology seems great, but the support and the time I put into getting each one to work is frustrating.

 

[washnvac]

That is a disappointing story, for a vendor that wants to be the best in the catagory. It would give me pause, if I was in the market.

 

[HeyVern]

Here are some very frustrating experiences I have had recently:

I ordered a Nayax VPOS touch and choose "Pulse" along with the multi-price configuration option I wanted. Instead, I received a device setup as MDB. I attempted to change it to pulse by myself, and I had it mostly working, except the chip reader would cause a "transaction canceled" error every time I put a credit card into it. Contactless/tap cards worked properly, and I got the customer screen setup the way I wanted with 6 different selections.

I called into support, and they said that sometimes they need to turn on the "kernel" setting. So they did that and it worked for a couple of tests. The next day, it had the same issue again. Contactless works, but chip reader does not. I called support again. They said that I changed too many settings trying to get it to work, and they would have to RMA the entire unit because they can't get it back to the correct settings, so they sent out a replacement VPOS.

The new unit arrived completely unconfigured. That's fine. So, instead of risking myself breaking it, I called support and told them exactly what configuration I wanted. They later emailed me and said the configuration was finished. However, after plugging it in and testing it, it would not take any credit cards at all. Turns out they did not put in the Heartland EMV payment information, so it wasn't actually attached to the payment processor and every transaction was being declined.

So, another call to support. They fixed the Heartland EMV connection ... but then, just like before with the RMA'd unit, contactless worked but the chip reader would not work. Same exact problem as the previous one, "transaction cancelled". This was support's config/setup, not mine this time, because they didn't copy anything over, they set it up as a brand new machine, so they couldn't blame me this time for the exact same problem.

So, another call to support. They start randomly changing settings for 30 minutes until they finally get it working. They can't tell me what fixed it, they just finally changed enough settings that it worked and said that sometimes they have to try various combinations of settings to make the chip reader work. At least they didn't RMA it this time, and they were willing to find the correct settings.

There is still an issue that sometimes the sales report show the wrong number of pulses for a button press (the ID number in the sales report which normally equals the number of pulses, but randomly shows the wrong number with the correct price), but at least the chip reader seems to be working now.

The issue is, now I'm scared to death to change anything, and I don't really trust support to be knowledgeable enough to help with much either.

In an unrelated event, I ordered an MDB-Verizon VPOS. But, they sent me an MDB-AT&T device instead, and the sim card was upside down. So of course it wouldn't connect to the cellular. Not a huge deal, I flipped the AT&T card around and it connected to the cellular network. However, I immediately emailed the Nayax store, asking them to re-send the correct Verizon model VPOS instead of AT&T. That was almost a month ago, there has not yet been any reply to my email at all. I'm not too concerned, because the AT&T VPOS device is working ... but it takes a lot longer to startup than my Verizon devices for whatever reason, not too big of a deal, but mainly because it's not what I ordered. All of my other devices are Verizon and I like consistency and also to receive what I ordered. My invoice shows I ordered Verizon.

In another unrelated event, I ordered an MDB-Verizon VPOS, which I received successfully... but the sim card was not activated on the Verizon network when I received it. I called support, and they said they didn't know how to activate it, so they would send another sim card. After waiting awhile for it to arrive, I called support again, and this person said that they would activate the original sim card that day... which they did. And it successfully connected to the cellular network later that day on its own just like they said it would after they activated the sim. A few days later, I received the replacement sim card that the first support person sent. I swapped them out, because I had no way to know if that original card would later be deactivated since I received a replacement.

In another unrelated event, I ordered one of those $3 Nayax Prepaid test cards... but it was not included in the delivered package. I emailed the store, but never received a response. I eventually called support and they sent out the card.

It's just lots of things like this. Every time I place an order, I cringe just thinking about the luck of the draw if it is going to be correct or not, and the potential time I'm going to have to spend calling support to fix it (again, luck of the draw on who answers the phone if they are going to know how to fix the issue or if they are just going to RMA the unit and let someone else configure it). Once the devices are finally working, they seem to be fine from that point forward, and they work well. The technology seems great, but the support and the time I put into getting each one to work is frustrating.

I've never had a problem ordering from the store, every order has been right.

 

[hkozlovsky]

Hi Jaaba.

Thanks for writing. Sorry I missed this earlier. I’d like to ask you many questions while also looking at the history in the system. Some things don’t add up and why I have questions and then I will look into. We have so many docs allowing our operators purchase outright to easily set their own parameters easily. I am not sure why these were not offered to you. Additionally, when any operator orders directly from our Authorized Distributors or direct sell OEMs, their devices are instantly plug and play with all parameters set at installation. I need more details which I’ll get as we speak.

Please send me an email to harry@nayax.com and I’ll schedule to time to talk that works for you asap to review details.

Looking forward.

Harry

Harry Kozlovsky
Senior Director of Solution Sales, Nayax Harry@nayax.com
410-302-9015