To ensure secure payments and protect both your business and your customers, it is essential that payment devices used with DISH Pay Now (DPN) or the POS App on handheld devices are handled correctly and securely.

This article explains your responsibilities as a merchant and what you should expect from DISH.

1. Who is allowed to handle the device?
 

Your payment device must only be handled by:

• You, as business owner
• Your trained staff

The device should never be:

• Left unattended in public or accessible areas
• Handled by customers (beside entering PIN verification or entering email address), delivery partners, or external contractors
• Shared with untrained or unauthorised personnel

Restricting access helps prevent manipulation and protects cardholder data.

2. Proper handling by trained staff

All staff members who use the payment device must be:

• Trained on how to operate the device correctly
• Aware of basic security principles, including checking the device before use

Staff should remain vigilant and immediately report any suspicion of tampering, including but not limited to:

• Unusual behaviour of the device (e.g modifying setting in the device menus)
• Physical damage or unexpected changes (e.g extra material on the device)
• The device not working as expected
• Any signs that the device may have been opened or altered

If you suspect tampering:
👉 Stop using the device immediately
👉 Contact DISH Support as soon as possible

Early reporting helps prevent fraud and protects your business.

3. Device repairs and on-site visits
 

For your security, please note:

• DISH will never send someone to repair, inspect, or replace a device without prior confirmation
• Any on-site intervention will always be:
  • Pre-announced, and
  • Confirmed via email from an official DISH or METRO employee

If someone arrives unexpectedly claiming to work on your payment device:

• Do not allow access
• Ask for official identification
• Contact DISH Support to verify the request

If you have any doubts, you are fully entitled to refuse access until confirmation is received.

4. Why this matters

These measures are part of international payment security standards (such as MPoC and PCI) and help:

• Protect cardholder data
• Prevent fraud and misuse
• Ensure uninterrupted payment services
• Protect your business from financial and legal risks

5. Need help or have concerns?
 

If you notice anything unusual, have questions, or need clarification:

Contact DISH Support via your usual support channels

Do not continue using the device until advised by DISH

In short
✔ Only trained staff may handle payment devices
✔ Report any suspicion of tampering immediately
✔ DISH will never send someone without prior email confirmation

Your vigilance plays a key role in keeping payments secure. Thank you for your cooperation.