Contact HICAPS

To allow us to best help you, tell us about your enquiry

Are you an existing HICAPS user?

Yes - I currently use HICAPS or LanternPayNo - I am enquiring about a new HICAPS product or service

New Product / Service

You are able to contact the HICAPS team directly between Monday to Friday 8am to 6pm (AEST/AEDT):

Phone: 1800 805 780
Email: hicapssales@hicaps.com.au

If you would prefer to receive a call / email in response to your query please provide the below information as well as any other relevant notes.

Name

Phone

Email

Which HICAPS product or service are you enquiring about?

TerminalDigital Portal (LanternPay)Both / Unsure

Notes

Does your query relate to one of the below common scenarios?

Trinity Terminal Upgrade / Trinity SupportMobile Terminal (VX680) Service IssuesOrdering Stationery (receipt paper rolls) Adding providers to a TerminalDigital Portal / LanternPayAMEX (American Express)No - I'm looking for something else

Support

Please contact the HICAPS Help Desk for assistance with your query. The Help Desk is available Monday to Saturday 8am to 10pm (AEST/AEDT)

Phone: 1300 650 852

AMEX

If you are looking to opt-out of AMEX payments on your terminal, please complete the Opt-out of AMEX form

If you have a general enquiry about AMEX contact the Help Desk on 1300 650 852

Mobile Terminal Decommissioned

Further to our previous correspondence, your HICAPS VX680 terminal is at end of life and will begin to experience service interruptions from 30 May 2023.

To schedule a free terminal upgrade please contact the HICAPS Terminal Replacement Team. The team are available between Monday to Friday 9am to 5pm (AEST/AEDT).

Please ensure you have your Merchant and Terminal ID available to assist in identifying your records

Phone: (03) 7037 7733
Email: terminalreplacement@hicaps.com.au

HICAPS Digital Support

Please contact the HICAPS Digital / LanternPay Help Desk for assistance with your query. The Help Desk is available Monday to Friday

Phone: 1800 805 780

Or submit your enquiry online using the form here

Which of the below best describes your query?

Terminal upgrade / Upgrade order statusRequest an upgrade / Expression of interestService issue

Trinity Terminal - Order Status

Please contact the HICAPS Terminal Replacement Team for assistance with your query. The team are available between Monday to Friday 9am to 5pm (AEST/AEDT).

Please ensure you have your Merchant and Terminal ID available to assist in identifying your records

Phone: (03) 7037 7733
Email: terminalreplacement@hicaps.com.au

Trinity Terminal - Request an Upgrade

Phone: (03) 7037 7733
Email: terminalreplacement@hicaps.com.au

Alternatively click here to complete the Expression of Interest form

Trinity Terminal - Service Issue

Please contact the HICAPS Help Desk for assistance with your query. The Help Desk is available Monday to Saturday 8am to 10pm (AEST/AEDT)

Phone: 1300 650 852

Ordering Stationery

Trinity Terminal
To order stationery for your Trinity terminal please complete and submit the attached form.

VX Terminal
If you are using a VX terminal you can order stationery directly from your device (press FUNCTION followed by 7 to access this menu).

Add Providers to your Terminal

To add a Provider to an existing HICAPS facility please click here and complete the "Register a new Provider" form.

Adding Providers generally takes between 2 to 3 business days to complete.

To avoid delays, please be sure to provide all required documents and ensure that responses provided match those within your Medicare / Medibank Provider Letter.