FAQs

- How do I register to use web loading?

The first time you visit the Cashless Portal you will need to register.

Please click on the 'Register' link on the homepage and enter your ‘employee number and surname’. Read the terms and conditions, tick the box to indicate you have read them and press Submit. You will then be asked to enter your email address if this isn't known to the system. An email will be sent to you containing a link to a secure page where you will choose a username and password. Once these have been submitted your account will be activated.

- What do I do if I have problems registering on the cashless portal?

Please contact the Catering Department using support.services@olympus.co.uk.

- When I enter my details to register I get an error message saying ‘Your details do not match the data in our system’.

Please contact the Catering Department using support.services@olympus.co.uk.

- During registration the email address pre-populated on the screen is not correct.

Please contact the Catering Department using support.services@olympus.co.uk.

- When I enter my username and password I get an error message saying ‘Login Failed, please try again’.

Consider if you have forgotten your username or password. If so click on ‘Forgotten Password’ on the login page and follow the instructions on screen. If this does not resolve the issue please contact the Catering Department using support.services@olympus.co.uk.

- What should I do if I forget my username or password?

If you forget your password click on ‘Forgotten Password’ on the login page and follow the instructions on the screen.

- How do I load funds?

You can load funds to your cashless payment card using your credit or debit cards. If you wish it is possible to save your payment details securely for future use, removing the need to enter in your name and card details every time you top-up. This is called Quickload.

- What is the minimum and maximum I can load?

The minimum amount you can load in one top-up is ‘£5’ and the maximum is ‘£50’. The maximum total amount you can hold in your cashless account at any time is ‘£50’.

- Who are Worldpay and what is Quickload?

WorldPay are payment service providers who will process you credit/debit card payments. Quickload enables you to save your card details for future use which means that you won't have to enter in your name and card details each time. VMC and the user portal do not store any card details.

- What is the Auto Top Up feature?

The auto top-up feature allows an automated top-up to be made every time your cashless payment card balance falls below a set threshold level. For example, you can set the system to add £10 to your account every time the balance drops below £5, by navigating to the 'My Settings' tab and selecting the 'Auto-Topup settings' link. Once on this page you need to 'enable' auto top-up and then set the credit/debit card you wish to use for the payments plus the trigger amount and top-up amount. To use this feature you will need to store your credit/debit card details on the system.

What if I lose my card?

It is possible to block your own card on the User Portal if your card is lost or stolen. Log onto the User Portal and select the option to block your card on the homepage. Click to confirm that you wish to block your card.

- Is my account and card balance safe?

Once you block your card your cashless account balance is safe. If someone attempts to use your card the reader will display 'Card Hotlisted'. Hotlisted cards are not able to make purchases.

- Can I change my password?

You can change your password by logging into the Cashless Portal, clicking on My Settings and choosing Password.

- Can I change my email address?

You can do this by visiting the ‘My Settings’ page. Please note that you are only able to use an ‘olympus.co.uk’ email address.

- Am I charged for any transactions on the User Portal?

No. Use of the portal and web loading is free of charge.

- How will the transaction appear on my bank statement?

You will see ‘Olympus Keymed-Worldpay’ appear on your bank statements.

- If I leave the company will I be refunded my current balance?

Olympus will not provide cash refunds for Flex account balances. On approaching the end of your employment, you are encouraged to use any outstanding balance on your Flex account. Refunds will only be made in extraordinary circumstances at Olympus’ sole discretion.

- How do I request a replacement for a lost card?

Please contact the Catering Department using support.services@olympus.co.uk.

- If the system has an outage can I still buy food and drink?

In the event of a system outage you will be allowed to buy food and drink up to a value of ‘£5’, and once the system is operational again this will be taken from your balance. Please note if your balance was zero this could mean you have a negative balance of ‘£5’ on your card afterwards. You will need to pay in funds to make the balance positive before you can again buy any items.

- What card schemes are accepted?

This user portal accepts Visa Credit, Visa Debit, Mastercard and Maestro.

- What is the refund policy?

Any credit/debit card payments made to your cashless account using this user portal are non-refundable.

Once the funds are in your cashless account, refunds for purchases made using our cashless card will only be issued as a credit to your cashless card. Refunds may take up to 5 days to be processed and you will need to contact the Catering Department using support.services@olympus.co.uk for assistance.

- Who is the merchant?

The merchant is Olympus KeyMed Group Ltd. The registered address for Olympus Keymed is KeyMed House, Stock Road, Southend-on-Sea, SS2 5QH. The company registration number is 01210694. The merchant representative on site at Olympus Keymed can be contacted on 01702 616333 or support.services@olympus.co.uk.

- Where can I view the Worldpay Privacy Notice?

The Worldpay Privacy notice can be viewed by clicking on the following link - https://www.worldpay.com/uk/worldpay-privacy-notice