Using Your Terminal

Using Your Terminal
Using Your
Terminal
Moneris Vx810 Duet
Need help?
Call 1-866-319-7450
Record your Moneris merchant number here:
2
Contents
Moneris Vx810 Duet. . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2
Optional devices. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4
Card entry options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
6
Transactions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
8
Receipts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
14
Reporting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Administrative transactions. . . . . . . . . . . . . . . . . . . . .
19
End-of-day process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
1
Moneris Vx810 Duet
Use this all-in-one POS solution to process transactions
at the point of sale (POS). The lightweight Vx810
terminal/PINpad incorporates a display screen
and keypad, and connects to the Duet base, which
contains the printer and communications hardware.
The Duet can be operated with two optional devices:
an external PINpad and a modular contactless reader.
When prompted, you (and sometimes your customer)
will key in information on the terminal. If your customer
is required to key in information, you will pass the
handheld back and forth.
Cards accepted
• Magnetic stripe cards
• Chip cards
• Contactless cards
1
2
9
3
4
5 6
10
2
7
8
Terminal keys
1 F1 to F4
• Multi-function keys that correspond to the options
displayed on the right-hand side of display.
2 Purple keys
Function keys that correspond to the icons (if any)
displayed on the screen above them:
• Arrow key. Is located under the
or
icon. Scrolls
up or down. Press the CORR key to toggle between
scrolling up and down.
• Reprint key. The second purple key to the right.
Displays the REPRINT menu.
• Reports key. The first purple key on the right.
Displays the REPORTS menu.
3 ALPHA
• To key in alphabetic characters, press the numeric
key labelled with the desired character, then press
the ALPHA key until that character is displayed.
(ASTERISK) key
• Returns to the applications menu. (displays the
applications available including DEBIT & CREDIT)
4
5 CANC ANNUL (red key)
• Cancels the current operation.
6 CORR (yellow key)
• Clears displayed characters one at a time.
• Changes the direction of the arrow icon above the
first purple key.
OK (green key)
• Accepts displayed data.
• Submits keyed in data.
• Displays the CONFIGURATION menu when pressed
at the transactions menu.
7
Printer
9 Magnetic stripe reader
8
10 Chip reader
3
Optional devices
Vx810 external PINpad
If an optional Vx810 external PINpad is connected to the
Vx810 Duet and your merchant account is configured
for it, your customer must enter their information
on the external PINpad during transactions. Keep the
terminal in front of you to complete the transaction.
Note: The PINpad displays “WELCOME/BONJOUR” while
in idle mode.
General guidelines for transactions with the PINpad
1. Begin the transaction on the Vx810 Duet terminal.
2. W
hen “Swipe Card:” appears on the terminal, pass
the PINpad to the customer for card entry (see Card
Entry Options).
3. When “Wait for PINPAD” appears on the terminal,
the customer follows the prompts on the PINpad.
4. When “Approved OK to Continue” appears on the
terminal, retrieve the PINpad, press OK on the
terminal and complete the transaction on the
terminal following the prompts.
Magnetic
stripe reader
Chip reader
4
Modular contactless reader
If an optional modular contactless reader is connected
to the Vx810 Duet terminal and your merchant account
is configured for it, contactless cards can be tapped
on the reader for Purchases and Refunds. However,
the amount of the transaction must be equal to or less
than the maximum Contactless Dollar Value (CDV).
Maximum Contactless Dollar Value (CDV)
To determine the maximum CDV for a card, print
an EMV Parameters Report (see page 18) and locate
the Contactless Trans Limit parameter under the
report’s record for the card. A CDV of 9999 means
there is no maximum limit.
Modular contactless
reader
5
Card entry options
Insert: Chip cards
1. Wait for the “Swipe
Card:”, “Insert or Swipe
Card:” or “Swipe, Tap, or
Insert Card:” prompt to
appear on the terminal
or PINpad.
2. E
ither you or the
customer inserts the
card into the device’s
chip reader.
Note: If an optional
external PINpad is
connected to the Vx810
Duet, the card must be inserted in the external PINpad’s
chip card reader.
3. The customer may be prompted to key in a PIN.
4. The chip card must remain inserted until the
“Please Remove Card” prompt appears.
Note: Unless the device prompts otherwise, do not swipe
a chip card even if the card has a magnetic stripe.
Swipe: Magnetic stripe cards
1. Wait for the “Swipe
Card:”, “Insert or Swipe
Card:” or “Swipe, Tap, or
Insert Card:” prompt to
appear on the terminal
or PINpad.
2. S
wipe the card on that
device’s magnetic
stripe reader.
Note: If the card has a
chip and the terminal
is enabled to read chip
cards, the card must
be inserted into the
chip reader.
6
Wave/Tap: Contactless cards
Note: The transaction
amount must be equal to
or less than the maximum
Contactless Dollar Value
(see page 5).
1. Wait for the “Swipe,
Tap, or Insert Card:”
prompt to appear on the
terminal or the “Insert
or Swipe Card:” prompt
to appear on the PINpad.
2. The customer taps their
card on that device.
IMPORTANT:
• The card must have the MasterCard PayPass® or the
Visa payWave™ label on it.
• The card must be within 0.5 in. (1.1 cm) of the reader, but it does not have to touch it.
• The card must be tapped or waved by itself (the
customer cannot leave the card in their wallet and
wave it in front of the reader).
• If the card does not work and it is a chip card, insert
it into the chip reader. If that doesn’t work, swipe
the card.
Manual entry
If all available card entry methods fail, you may
manually enter the card number for credit cards
and some debit cards. When the “Swipe Card:”,
“Insert or Swipe Card:” or “Swipe, Tap, or Insert
Card:” prompt appears on the terminal, simply key
in the card number on the terminal, and press OK.
Note: You will be prompted to enter the card’s
expiry date and validation code.
7
Transactions
All instructions in this guide begin at the transactions
menu. To access the transactions menu from the
applications menu, select DEBIT & CREDIT. To access
the transactions menu from any screen in the DEBIT
& CREDIT application, press the CANC ANNUL key
repeatedly until the transactions menu appears.
Financial transactions
General guidelines
1. Determine the transaction to be processed (e.g. Purchase or Refund).
2. Establish the means of payment (credit or debit).
3. Enter the card data on the POS device (see pages 6 and 7).
4.Follow the terminal prompts.*
5.Process receipts (see page 14).
*Prompts may vary depending on variables such as
terminal setup, merchant setup and card type.
Purchase
Sale of goods or services using a debit or credit card.
1. Select Purchase.
2. K
ey in the purchase amount, press OK, then follow
the prompts. Refer to the Merchant prompts table
(see page 12).
3. Process receipts (see page 14).
Advice
Completes a voice-authorized purchase.
1.Select ADVICE. (You may need to scroll down to the
next menu screen.)
2.Key in the advice amount, press OK, then follow
the prompts. Refer to the Merchant prompts table
(see page 12).
3.Process receipts (see page 14).
8
Pre-Authorization
Authorizes a temporary amount when the final
purchase amount is unknown (e.g., hotel or car rental):
1. Select Pre Auth then, on the Pre-Auth menu, select
Pre Auth.
2. Key in the Pre Auth amount and press OK then follow
the prompts. Refer to the Merchant prompts table (see
page 12).
3. Process receipts (see page 14).
4. When the terminal returns to the Pre-Auth menu,
press CANC ANNUL to return to the transactions
menu.
Note: When the final amount of the purchase is
known, you must perform a Pre-Auth Completion
(see below) for the final amount using the same card
number.
Pre-Auth Completion
Used to finish a Pre-Authorization once the final
amount is known.
IMPORTANT: The Completion must be performed
on the same terminal using the same card as the
Pre-Authorization.
Note: The credit card does not need to be present for
a completion transaction.
1.Select Pre Auth, then select Completion. If prompted,
key in the manager password and press OK.
2.Key in the six-digit sequence number (Seq #) from
the Pre Auth receipt (see page 14) and press OK,
then follow the prompts on the terminal. Refer
to the Merchant prompts table (see page 12).
3.Process receipts (see page 14).
9
Refund
Credits a customer’s account for a previous purchase.
1.Select Refund.
If prompted, key in the manager password and press OK.
2.Key in the refund amount and press OK, then
follow the prompts. Refer to the Merchant prompts
table (see page 12).
3.Process receipts (see page 14).
Correction
Cancels (voids) a previous purchase or refund.
Note: Credit card corrections MUST be processed in the
same batch as the original transaction.
1.Select CORRECTION. (You may need to scroll down
to the next menu screen.)
If prompted, key in the manager password and
press OK.
2.Select the transaction to correct:
• To select the last transaction performed, select Yes
then go to step 3.
• To select a different transaction:
a.Select No.
b.Search for the transaction:
•Select Seq#, then key in the sequence number and press OK, then go to step 3.
OR
• Select Acct#, then key in the last four digits of
the card number and press OK, then go to step 3.
3.Select Yes to confirm the displayed transaction is
the one you wish to correct OR select Next to view
the next matching transaction.
The terminal prints the receipt and returns to the
transactions menu.
10
Delete Pre-Auth
Deletes a Pre-Authorization before it is completed.
1. Select Pre Auth, then select Del Pre Auth. If
prompted, key in the manager password and
press OK.
2.Search for the Pre-Authorization transaction:
• To search by Sequence number:
• select Seq#, key in the sequence number and press OK;
• To search by the card number:
• select Acct#, key in the last four digits of the card
number and press OK.
3.Select Yes to confirm that the displayed
Pre-Authorization is the one you wish to delete. The
terminal displays PREAUTH DELETED and returns
to the Pre Auth menu,
OR select Next to view the next Pre Auth.
11
Merchant and customer prompts
These tables list prompts you and your customers
might see during a POS transaction, along with the
actions to take for each one.
Merchant prompts
Merchant actions
Clerk Id:
Key in the clerk number and press OK.
Invoice #:
Key in the invoice number and press OK
or simply press OK to leave blank.
Exp Date (MMYY):
Key in the card’s expiry date and
press OK.
Validation Code
If the code is on the signature strip on
the back of the card:
Key in the three- or four-digit number
and press OK.
If the code is not there or is not readable:
Press OK to leave this blank.
Code present?
If the code is not there, select No.
If the code is not readable, select Xread.
Select Language
Select ENGL (ENGLISH) or FRN (FRENCH).
Orig Auth #:
Key in the 6-digit Appr Code printed
on the original receipt (see page 14).
Auth #:
Key in the Voice Authorization
Number that you wrote on the paper
sales draft when you called the
Moneris Merchant Service Centre for
voice authorization.
Account #:
Key in the card number and press OK.
Customer Press OK
To Continue
Pass the terminal to your customer.
Swipe Card:
Pass the external PINpad to your
customer.
Wait for PINPAD
Wait while your customer follows the
prompts on the PINpad.
Return To Clerk
When the customer sees this prompt,
retrieve the terminal then press OK
to continue the transaction.
If Cash Back is enabled, check for the
cashback amount on this screen.
Approved OK to
Continue
Retrieve the PINpad and press OK
on the terminal to complete the
transaction.
If Cash Back is enabled, check for the
cashback amount on this screen.
Reference #:
Key in the customer reference number
(0 to 16 digits) and press OK.
12
Promo Code:
Key in the six-digit private label
promotion code and press OK.
Tear Receipt and Press Tear off the receipt and press OK.
OK Key
Customer prompts
Customer actions
Customer Press OK
To Continue
Press OK.
Select Language
Select ENGL (ENGLISH) or FRN (FRENCH).
Select / Choisir
Select FRANCAIS to display prompts in
French. Select ENGLISH to display them
in English.
<Application name>
SELECT NEXT
OK
Select OK to select the displayed
application OR select SELECT NEXT
to view the next application on the
card.
<Application name>OK?
Select Yes to confirm that they wish to
use the displayed application.
Amount OK?
Check the purchase amount and
select Yes to accept it.
Tip: $0.00
Key in a dollar amount (or nothing
at all) and press OK.
ADD TIP?
Select YES to add a tip amount to the
transaction then key in the tip amount
and press OK. Select NO to continue
without adding a tip.
Cashback?
OR
Purchase Cashback?
Select Yes to receive cash back or No
to continue.
Cash:
Select a displayed amount by
pressing F1 or F2 or F3.
On the terminal only: Or select Other,
key in a different amount and press
OK.
Total OK?
Check total Purchase + Cashback +
Tip amount and press OK.
Select Account:
Select CHQ (for Chequing account) or
SAV (for Savings account.)
Enter PIN & OK:
Key in their PIN (Personal Identification
Number) and press OK.
Please Remove Card
Remove their chip card from
the reader.
Note: Do not remove the chip card
until “Please Remove Card” appears
on the terminal or PINpad.
Return To Clerk
Return the device to you.
13
Receipts
Useful codes
• The Seq # is found on all receipts. It is the first six
of the last seven digits of the Seq # printed on
the receipt (e.g. if the Seq # is 0001234560, then key
in 123456).
• The Orig Auth # is the six-digit Appr Code printed
on the original receipt.
Signing credit card receipts
Merchant copy
Always retain this copy for your records, but note:
• If a signature line is printed, obtain the cardholder’s signature.
• If VERIFIED BY PIN is printed, do not obtain a signature.
• If NO SIGNATURE REQUIRED is printed, do not obtain
a signature.
Customer copy
Give this copy to the customer, but note:
• If a merchant signature line is printed, sign this copy.
14
Reprint a receipt
Prints a duplicate Merchant Copy of a receipt.
Note: For signatureless transactions, a Customer Copy
is printed instead. To print signatureless transaction
details for your records, perform a Transaction Inquiry
(see page 16).
1. Press the REPRINT key (third purple key from the
left). The REPRINT menu appears.
2. Select Last Receipt to reprint the last transaction
receipt.
OR
To print a different receipt, select Any Receipt, key
in the transaction sequence number and press OK.
3. The terminal prints the duplicate receipt and
returns to the transactions menu.
Card masking
To reduce unauthorized card use, masking and
truncation are applied to card numbers printed
on receipts and reports. Masking replaces a card’s
numbers (except for the last 4) with “*”s
(e.g., ************1234). Truncation prints only the last
4 digits of a card (e.g., 1234). The expiry date is not
printed on any copy of any receipt.
Signatureless transactions
A customer signature is not required for swiped or
tapped Purchase transactions if the total is at or below
the maximum Signatureless Dollar Value (SDV) (see
below). Depending on how your terminal is configured,
receipts may not be printed for signatureless
transactions. If a receipt is printed, the statement
NO SIGNATURE REQUIRED appears on the receipt.
Maximum Signatureless Dollar Values (SDV)
To determine the maximum SDV for a card, print an
EMV Parameters Report (see page 18) and locate the
Contactless CVM Limit parameter under the report’s
section for the card. An SDV of 9999 means there
is no maximum limit.
15
Reporting
Transaction Inquiry
Displays and prints the details of transactions in the
terminal memory.
1. Scroll down and select Batch Review.
If prompted, key in the manager password and
press OK.
2. To retrieve transactions by:
• Clerk ID, select Clrk.
• Transaction amount, select Amt.
• The last four digits of the card number, select Acct.
• The six-digit sequence number, select Seq#.
3.Enter the required information and press OK.
The transaction details appear on screen.
4. Select PREV or NEXT to scroll through the
transactions and display the right one.
5.Choose one of the following:
• To print the Transaction Inquiry report for the
displayed transaction, select PRNT.
• To void the displayed transaction, select CORR.
• To return to the transaction menu, press
CANC ANNUL twice.
Merchant Sub-totals Report
Prints the totals of all transaction types in the current
batch on the Moneris host without closing the batch.
1.Press the REPORTS key (fourth purple key from the left).
If prompted, key in the manager password and press OK.
2.Scroll down, then select Merch SubTotals. The
terminal prints the Merchant Subtotals report
and returns to the REPORTS menu.
Pre Auth Transactions Report
Prints a list of all Pre-Authorizations in the terminal
memory that have not been completed.
1.Select Pre Auth, then select Pre Auth Rpt. (You may
need to scroll down to the next menu screen.)
If prompted, key in the manager password
and press OK. The terminal prints the Pre Auth
Transactions report.
2. Press CANC ANNUL to return to the transactions menu.
16
Tip Report
Prints tip activity for the current batch in the
terminal memory.
Note: Clerk and Tip processing must be enabled
to print this report.
1.Press the REPORTS key (1st purple key on the right).
If prompted, key in the manager password.
2.Select Tip Report.
3.When the “Clrk Rpt Opt” prompt appears:
• Select One to print the report for one clerk, key
in the Clerk ID when prompted and press OK.
OR
• Select All and press OK to print the report for
all clerks.
4.When the “Rpt Period” prompt appears:
• Select All to print the report for all tip activity
in the batch.
OR
• Select Date to print the report for a specific date,
key in the date (YYYYMMDD) and press OK.
Stored Transactions Report
Prints totals for the current batch in the terminal
memory without closing the batch.
1.Press the REPORTS key (fourth purple key from the left).
2.Select Stored Tran Rpt.
3.Choose one of the following:
• To print all transactions, select All.
• To print transactions from a specific date, select
Date, then key in the desired date and press OK.
The terminal prints the Stored Transactions report
and returns to the REPORTS menu.
Deposit Totals Report
Prints the totals of all transaction types in batches
that have been closed on the Moneris host on the
date this report is printed.
1. Press the REPORTS key (fourth purple key from the left).
2.Select Deposit Totals.
The terminal prints the Deposit Totals report and
returns to the REPORTS menu.
17
Clerk Sub-totals Report
Prints totals for all transactions in the current batch
on the Moneris host sorted by Clerk ID.
IMPORTANT: Clerk IDs must be set up on the Moneris
host before this report can be generated.
1.Press the REPORTS key (fourth purple key from the left).
2. Select Clerk SubTotals.
3.Choose one of the following:
• To print the Clerk Sub-totals report for one
clerk, key in the Clerk ID and press OK.
• To print the Clerk Sub-totals report for all clerks
press (the asterisk), then OK.
4.When the Add Another Clerk? prompt appears,
select Yes to select additional clerks OR select No.
5.When “Clear Totals?” appears, select No to keep them in the terminal memory or select Yes
to clear the clerk’s totals.
The terminal prints the Clerk Sub-totals report and
returns to the REPORTS menu).
EMV Parameters Report
Prints a list of EMV parameters and their values
by EMV card record number.
Note: This report includes the Contactless Trans
Limit parameter used to determine the maximum
Contactless Dollar Value for a card.
1. Press the REPORTS key (first purple key on the right).
If prompted, key in the manager password and
press OK.
2.Scroll down and select EMV Param Rpt. The
terminal prints the report and returns to the
REPORTS menu.
18
Administrative
transactions
Using your terminal
Logon
If the “Host Logon Required” prompt appears, you
must log on before you can perform transactions
on the terminal.
1. Press OK at the transactions menu to display the
CONFIGURATION menu.
2. Scroll down, then select Host Logon.
3. Key in the manager password and press OK. The
terminal communicates with the Moneris host,
displays “Logon Successful”, then returns to the
transactions menu.
Logoff
To ensure unauthorized transactions cannot be
processed, log off your terminal at the end of each
business day.
1. Press OK at the transactions menu
to display the CONFIGURATION menu.
2. Scroll down, then select Host Logoff.
3. The terminal communicates with the Moneris
host, displays “Logoff Successful”, then returns
to the transactions menu.
Re-initialization
If the “Init Required” prompt appears, you must
re-initialize your terminal by 3:00 a.m. the next morning.
1. Press OK at the transactions menu to display the
CONFIGURATION menu.
2. Scroll down then select Initialization. If prompted,
key in the manager password and press OK.
3. When the “RETAIN SETTINGS?” prompt appears:
• select Yes to keep all parameters set as they are, OR
• select No to delete existing terminal settings.
4. If the “MERCHANT ID” prompt appears, key in your
Moneris Merchant ID number and press OK.
The terminal communicates with the Moneris host,
then returns to the transactions menu.
Note: After the re-initialization is complete, you may
need to do a Host Logon.
19
End-of-day process
Merchant Close
If your merchant account is set up for Merchant Close
settlement, you must process a Batch Close transaction
in order to have the funds from your POS transactions
deposited to your business account. Here’s how:
Step 1. Process a Batch Close transaction
1. Scroll down, then select BATCH CLOSE. If prompted,
key in the manager password and press OK.
2. A
t the “CLOSE BATCH?” prompt, select Singl. The
terminal communicates with the Moneris host
and the Batch Totals Report prints.
3. A
t the “Print Stored Trans?” prompt, select
Yes then select the report period. The Stored
Transactions report prints.
4. When the “CLOSE BATCH?” prompt appears, select
Yes to close the batch and have funds deposited
to your account.
Note: If you do not make a selection at the “CLOSE
BATCH?” prompt within two minutes, the terminal
beeps three times and returns to the transactions
menu without closing the batch.
5. The terminal prints the Batch Close Report and
returns to the transactions menu.
Step 2: Confirmation
Confirm that the totals on the Batch Totals Report
match the totals on the Stored Transactions Report.
If they do not match, call Moneris the next business
day for reconciliation assistance.
20
System Close
If your merchant account is set up for System Close
settlement, Moneris automatically settles your
transactions for you at the end of each day. You must
verify transaction totals on a daily basis. Here’s how:
Step 1: Print a Stored Transactions See page 17.
Step 2: Print a Merchant Sub-totals Report See page 16.
Note: The merchant subtotals report must be printed
before 11:00 p.m. local time.
Step 3: Confirmation
Confirm that the totals on the Merchant Sub-totals
Report match the totals on the Stored Transactions
Report. If they do not match, contact Moneris within
30 days for reconciliation assistance.
21
Troubleshooting
If an error message appears, first press OK or
CANC ANNUL to clear the message then retry the
transaction. If the error message reappears and
is listed in the table below, follow the instructions
in the table. If the problem is still not resolved, call the
Moneris Merchant Service Centre at 1-866-319-7450.
Error message
Solution
CARD NOT
SUPPORTED
Your merchant account is not set
up to accept the card type entered.
Request another form of payment.
CARD SWIPE ERROR/
READ CARD ERR/
ERR READ CARD NO.
There was an error reading the
magnetic stripe on the card. Swipe
card again, more slowly or quickly,
or from the front of terminal
to the back.
If message reappears:
For credit card with stripe:
Key in the card number.
For debit card with stripe or chip:
Request another form of payment.
CARD REMOVED
– 991
The chip card was removed before
the end of the transaction.
Retry the transaction.
CHIP CARD
MALFUNCTION
There was an error reading the
chip card.
Remove the card and retry the
transaction. If the message
reappears, swipe the card.
CHIP CARD SWIPED
A chip-enabled card was swiped.
Insert the card in the chip card
reader and resume the transaction.
CONNECTION FAILED
The Ethernet connection failed. If Dial
Backup is configured, the terminal
will switch to dial communications
for this transaction.
1. Check all the cables to ensure
everything is plugged in correctly.
2. Check that the router and hub/
switch (if any) are functioning.
3. Confirm that the network is
functioning. Contact your ISP
(Internet service provider) for
assistance.
EMPTY BATCH
There are no transactions in the
current open batch.
22
EXC REFUND LIMIT
Contact Moneris for a temporary
increase in your daily refund limit.
Please have the original purchase
receipt available for reference.
EXPIRED CARD
The expiry date on the card has passed.
Request another form of payment.
INVALID PASSWORD
Press CANC ANNUL, then re-enter
the manager password and press OK.
INV# IS 7 CHAR MAX
PRESS OK KEY
Press OK, check the invoice number
and enter the correct number
of characters.
(Maximum length of an invoice
number for private label credit cards
is seven characters.)
LINE BUSY
1. Check if the phone line is shared
with another piece of equipment
(e.g. a fax machine).
2. Check if a prefix (e.g. 9) is required
to dial out.
NO LINE
The terminal cannot detect a dial
communications line.
1. Check that all dial communications
cables are connected to the base
and the wall jack correctly. If they
are, check the phone line for dial
tone.
2. Check that the phone line is an
analog dial line. The terminal will
not work on a digital phone line
or on VoIP.
3. Try the transaction again. If the
message reappears, unplug and
replug the power cable at the
power source.
NO MATCH
Printed on the Batch Totals report
beside terminal totals that do not
match the host totals.
NO MATCH
followed by
RECORD NOT FOUND
The information you have entered to
find a transaction in memory cannot
be found. Check the information
and try again.
OUT OF RANGE
In Demo mode, ensure the amount
of the transaction plus cashback
is $1.00 or less, and the tip is $1.00
or less.
23
Error Message
Solution
PHONE NUM
FLDS EMPTY
The terminal has attempted to
dial out but the phone number
parameters are empty. If this
message appears during:
a financial transaction:
Contact Moneris Solutions.
a Batch Close transaction: Perform
a re-initialization, then try the
transaction again.
PRINTER ERR
Open the printer, ensure that
a paper roll is inside and that it
is properly inserted. Close printer.
SETTLE FAILED
The connection with the Moneris
host was lost during a Batch
Close and the settlement was not
completed. Try the Batch Close
again. If the batch totals are $0:
a. Print a Deposit Totals report.
b. Print a Stored Transactions
report.
c. Call the Moneris Merchant
Service Centre.
SYSTEM PROBLEM
followed by
TCP INIT ERR: ####/
TCP RECV ERROR:
####/
TCP SEND ERROR:
####
A communications error has
occurred. Call the Moneris Merchant
Service Centre and give the agent
the four-digit number.
TIP ERROR
The cardholder has keyed in a
tip amount that is greater than
the standard percentage or a tip
percentage that is not defined
in the terminal.
1. Press OK.
2. Ask the customer to enter a
smaller amount.
TRANS NOT
ALLOWED
or
TRANS NOT
SUPPORTED
24
You have attempted to perform
a transaction that is either not
configured on your terminal or not
set up in your merchant account.
Equipment problems
Problem
Solution
Display screen on
terminal or PINpad
is blank.
Check all connections on all cables
to make sure all are plugged in
correctly.
The leftmost LED
on the contactless
reader is not lit up.
Check that the contactless reader
module is securely connected to the
top of the terminal or the PINpad.
25
Need help?
Please contact the Moneris Merchant Service Centre
toll-free at 1-866-319-7450 (open 24 hours a day,
7 days a week).
If you use Merchant Direct, you can also contact us
online. Simply log in to Merchant Direct and use the
Message Centre to send a secure message directly
to the Moneris Merchant Service Centre.
For more information, visit the Moneris Vx810 Duet
product webpage at moneris.com/duet.
Shop for point-of-sale supplies and paper online at
shopmoneris.com.
Important: You must use the exact power adaptor
and cables provided with the Vx810 Duet terminal
by Moneris Solutions. Failure to do so may affect the
operability of, or cause damage to, the equipment.
®Moneris and the Moneris Solutions design are registered trademarks of
Moneris Solutions Corporation. All other marks or registered trademarks
are the marks or registered trademarks of their respective owners.
© 2010 Moneris Solutions, 3300 Bloor Street West, Toronto, Ontario, M8X 2X2.
All Rights Reserved. This manual shall not wholly or in part, in any
form or by any means, electronic, mechanical, including photocopying,
be reproduced or transmitted without the authorized consent of
Moneris Solutions.
For informational purposes only. Neither Moneris Solutions Corporation
(“Moneris”) nor any of its affiliates shall be liable for any direct, indirect,
incidental, consequential or punitive damages arising out of use of any
of the information contained in this guide. Neither Moneris or any of
its affiliates nor any of our or their respective licensors, licensees, service
providers or suppliers warrant or make any representation regarding the
use or the results of the use of the information, content and materials
contained in this guide in terms of their correctness, accuracy, reliability
or otherwise.
Your credit and/or debit card processing is separately governed by the
Terms and Conditions of your Moneris VISA Merchant Agreement, your
Moneris MasterCard Merchant Agreement and/or your Moneris Debit
Card and Terminal Agreement (collectively the “Merchant Agreements”),
as applicable with Moneris. It is the merchant’s responsibility to ensure
that proper card processing procedures are followed at all times. Please
refer to your Merchant manuals and the Terms and Conditions of your
Merchant Agreement(s) for details. The Moneris Merchant Operating
Manual is available for free download at moneris.com/en/Support/
Downloads/MerchantManuals.aspx.
VX810-UYT-E (11/10)
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