TD Generation - TD Canada Trust

TD Generation - TD Canada Trust
TD Generation
Merchant Guide
For the TD Generation
•
Portal 2 with PINpad
COPYRIGHT © 2016 by The Toronto-Dominion Bank
This publication is confidential and proprietary to The Toronto-Dominion Bank and is intended solely for the use of Merchant customers of TD Merchant
Solutions. This publication may not be reproduced or distributed, in whole or in part, for any other purpose without the written permission of an authorized
representative of The Toronto-Dominion Bank.
NOTICE
The Toronto-Dominion Bank reserves the right to make changes to specifications at any time and without notice. The Toronto-Dominion Bank assumes no
responsibility for the use by the Merchant customers of the information furnished in this publication, including without limitation for infringements of intellectual
property rights or other rights of third parties resulting from its use.
MERCHANT INFORMATION
Merchant Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Merchant Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Portal 2 with PINpad Merchant Guide
Contents
Welcome to TD Merchant Solutions............................................. 1
Who should use this guide?.......................................................... 1
The TD Generation with PINpad.................................................................................. 1
Functionality.................................................................................................................. 1
Hardware...................................................................................... 2
The terminal.................................................................................................................. 2
Navigation........................................................................................................ 2
Changing the paper roll.................................................................................... 2
Screens........................................................................................................................... 2
Idle screens and icons....................................................................................... 2
Home screen(s) and icons................................................................................. 3
Icons................................................................................................................ 3
The PINpad..................................................................................................................... 4
Navigation........................................................................................................ 4
The Communications Hub............................................................................................. 4
Cardholder Privacy and Security.................................................. 5
Terminal security........................................................................................................... 5
Fraud prevention........................................................................................................... 5
Force post fraud prevention.............................................................................. 5
Call for authorization fraud prevention............................................................. 5
Call for authorization.................................................................................................... 5
Imprinters....................................................................................................................... 6
Transaction records....................................................................................................... 6
Storing cardholder receipts.......................................................................................... 6
Financial Transactions................................................................... 7
Accepted card types...................................................................................................... 7
Credit card purchase..................................................................................................... 7
Debit card purchase.................................................................................................... 10
Phone or mail purchase.............................................................................................. 11
Force post purchase..................................................................................................... 11
Void.............................................................................................................................. 12
Transaction recall......................................................................................................... 12
Refund.......................................................................................................................... 13
Receipts........................................................................................................................ 13
Reprinting receipts.......................................................................................... 13
Receipt examples............................................................................................ 14
Business Day Functions................................................................................................ 15
Performing day close...................................................................................... 15
Customizing the day close report.................................................................... 15
Reprinting the day close report....................................................................... 16
Continued on next page
Reporting.................................................................................... 17
Business day reports.................................................................................................... 17
Batch reports............................................................................................................... 17
Customized reports..................................................................................................... 17
Administration and Configuration.............................................. 19
Administering the terminal........................................................................................ 19
Login requirements for terminal functions...................................................... 19
User management....................................................................................................... 20
Add user........................................................................................................ 20
Change password........................................................................................... 20
Remove user................................................................................................... 20
User list.......................................................................................................... 20
Logon method............................................................................................................. 20
Downloads................................................................................................................... 21
Parameter download...................................................................................... 21
Software download........................................................................................ 21
Communications.......................................................................................................... 22
Communications............................................................................................ 22
Date / Time sync............................................................................................. 23
Terminal volume............................................................................................. 23
Terminal brightness........................................................................................ 23
Priority mail.................................................................................................... 23
PINpad volume............................................................................................... 24
Language....................................................................................................... 24
Voice prompts................................................................................................ 24
Receipt banner............................................................................................... 24
Reprint older receipt....................................................................................... 25
Troubleshooting.......................................................................... 27
Purge transactions....................................................................................................... 31
Terminal information.................................................................................................. 32
Appendices................................................................................. 33
Lost or stolen equipment............................................................................................ 33
What should I do when the police arrive regarding the stolen device?............ 33
TD Generation Portal 2 with PINpad Merchant Guide
About the TD Generation
1
Welcome to TD Merchant Solutions
This is a new and exciting product that offers new functionality for you, the merchant. The following materials will provide
helpful information about the equipment, its features and TD Merchant Solutions. Please ensure you read this guide so that
you become familiar with the capabilities of the Portal 2 and how it can support your business needs.
By now your terminal will be installed, initialized and configured. Now it’s time for you to learn more about its features
and capabilities. Section 1 outlines the terminal’s basic functions. In section 2 you will learn about your responsibilities as a
merchant. Financial transactions are covered in section 3 and section 4 covers reporting. Section 5 covers administration and
the configuration of your terminal and troubleshooting steps are in section 6.
Who should use this guide?
You would use this guide if you perform transactions on a TD Generation Portal 2 with PINpad during the course of your daily
business.
The TD Generation with PINpad
The terminal is solely for you, our Merchant. You will use the terminal to initiate transactions for customer’s using credit,
debit, loyalty or gift cards. Depending on your settings, some card types may not be accepted by your terminal. For loyalty
and gift card information, please review our online documentation at www.TDMerchantSolutions.com/ResourceCentre.
•
P lease note, there have been some changes to the terminal hardware. The new hardware version has a much larger touchscreen
versus the previous version which had a smaller touchscreen with a numeric touch pad below. If you have the previous hardware
version, please ensure that you download the correct documentation for TD Generation Portal with PINpad.
Functionality
N am e
Terminal
PINpad
Paper chamber button

--
Navigation keys

---
Paper advance icon
Command icons / keys
CANC
<
X
OK
<
O
Chip card reader
--

Magnetic stripe reader
--

Contactless reader
--

Via dial-up or DSL connection
Connected to the terminal
Communications
-1-
Hardware
The terminal
1.
Paper chamber button
2.
Touchscreen
All navigation and merchant data entry is done
through the touchscreen.
1
?
Navigation
Wed Apr 20
•
T he terminal uses a touchscreen for navigation.
You can navigate screens by swiping left / right or
tapping an onscreen option.
•
nly use your finger when using the touchscreen
O
as objects may damage it.
2
ID:|
Changing the paper roll
1.
16:09:34
Press the paper chamber button on the top-left corner of the terminal to open the panel and remove the empty paper roll tube.
1
2
3
4
5
6
7
8
9
0
2.
Unwrap a new paper roll and place it in the paper
chamber so that the loose end of the paper feeds
up from under the paper roll towards you.
3.
P ress down on the panel until it clicks shut and
ensure there is a bit of paper sticking out from the
chamber.
CANC
Screens
Wed Apr 20
The default screen is called the Idle screen. It displays a lot
of important information and different ways to access your
terminal’s functionality. If you require users to login to the
terminal, your Idle screen will be the one on the left. After
the terminal is unlocked, or if it doesn’t require a login, it will
appear as the one on the right.
OK
?
?
Idle screens and icons
<
16:09:34
Wed Apr 20
16:09:34
ID:|
1
2
3
4
5
6
7
8
9
0
CANC
<
OK
Terminal (locked)
-2-
Terminal (unlocked)
TD Generation Portal 2 with PINpad Merchant Guide
About the TD Generation
1
Home screen(s) and icons
The Home screen always displays three or more icons that
include: Purchase, Void and Day Close.
?
Wed Apr 20
•
The
Service Menu icon is replaced with the Control Panel icon.
•
If your business requires more than 10 transaction
types, there will be a second screen with the
remaining icons.
Purchase
Void
Navigation
If you have more than one Home screen you can tell which
screen you’re on by looking at the two dots at the top of the
screen. The red dot indicates the active screen. Place your
finger on the touchscreen and swipe left or right to navigate
to the desired screen.
If an icon has sub-menus, swipe up and down the screen to
navigate the entire menu.
16:09:34
Day Close
Refund
X
Force Post
Purchase
Host Tran.
Financial
Reports
Tran. Recall
More
Debit/Credit
Ribequ
que
1234 5678 9101
91 121
Ide
delk
Alitem Ra
amt
Last
Receipt
CLOSED
$
RECEIPT
$
Icons
The icons on the terminal change from screen to screen. Below are the most common icons that you will use in your
day-to-day business. The PINpad has no interface icons.
Icon
?
Name
Description
Idle Screen
Home Screen
Help
Tap this to access the Help screen.


Service menu
This icon is only used by TD technicians.

-
Control panel
Tap this icon to access administration and
configuration settings.
-

Speaker volume
Tap to access terminal’s speaker volume.


Screen brightness
Tap this to change terminal’s screen brightness.


Mail
Tap to review any priority emails.


Internet status
This icon indicates that your terminal is
connected to the Internet. If it isn’t connected
you will see
to the bottom right of the icon.


Dial-up status
This icon indicates that your terminal is
connected via dial-up.
Possible
Possible
PINpad disconnected
This icon indicates your PINpad is disconnected
from the terminal. Please verify that the PINpad
is securely connected to the terminal.
Possible
Possible
Lock / Log off
Tap this to log out the current user or, if you
don’t use login IDs, tap this icon to return to
the Idle screen.
-

-3-
Icon
Name
Description
Idle Screen
Home Screen
Home
Tap this to access the Home screen(s).


Paper Advance
Tap this to advance the paper roll in the terminal.
-

The PINpad
The PINpad is used by the customer to make transaction
selections and entries.
1.
4c
Dash
keys
Use the - keys to navigate the screens and
menus.
2.
Welcome/Bonjour
4b
Command keys
X = Cancel
•
< = Correction
•
O
= OK or activate
• 3.
4.
1
-
Volume key
Use this key to adjust the PINpad volume.
1
Card readers
a)
Insert chipped cards
b)
Contactless cards
c)
Swipe cards
2 ABC
3 DEF
4 GHI
5 JKL
6 MNO
7 PRS
8 TUV
9 WXY
QZ
3
0
2
X
<
O
4a
Navigation
•
Dash keys — the two
-
keys are used by the customer to select on screen options.
The Communications Hub
The Generation with PINpad comes with a hub to allow for easy power and Internet connectivity. It includes:
•
A power cable
•
•
A power port
•
An Ethernet port
Dual connection communications hubs are available upon special request.
-4-
A dialup port
TD Generation Portal 2 with PINpad Merchant Guide
About the TD Generation
1
Cardholder Privacy and Security
Please refer to the Cardholder Privacy sheet in your Merchant Welcome Kit. It contains important information about your
responsibilities to your customers and their personal and transaction information.
Terminal security
It is the Merchant’s responsibility to secure their terminal and to prevent unauthorized use. The Merchant will be liable for any
unauthorized use of the terminal or any user IDs or passwords. There are two user security settings:
No security (Default)
Security
This setting does not use user IDs and passwords. Merchants
that choose to use no security still have the option to setup
a store / manager override ID and password to access areas
of the terminal that have a mandatory requirement for
supervisor password.
This option allows the user to enable a login for supervisors
and operators with an ID and password or just ID login. The
supervisor setup requires you to create a password.
You can activate this by going to
/ Home key 
Control Panel icon  Logon Method.
Fraud prevention
Please refer to the How to Help Prevent Fraud pamphlet in your Merchant Welcome Kit. You can also reduce fraudulent
transactions on your terminal by enabling:
Force post fraud prevention
You can now disable or password protect force post transactions on your terminal. If a force post transaction occurs the
terminal will either:
•
Password protected — Request a supervisor or manager to enter their password.
Call for authorization fraud prevention
You can enable / disable call for authorization transactions. The default setting is OFF.
If you want to use either of these fraud prevention features, you must enable them on each of your terminals. To do so, please call the TD
Merchant Solutions Help Desk at 1-800-363-1163.
Call for authorization
Sometimes, due to a communication or security issue, a transaction cannot or should not be completed. This transaction may
require that you call for authorization to ensure that the card is in good standing and that the transaction can be completed.
See the list of messages and events below that will cause you to call for authorization.
W h e n eve r
Ac t io n
…the CALL FOR AUTH message is seen.
(No comm error seen)
1.
Don’t attempt the transaction again.
2.
Call for a voice authorization immediately.
…the CALL FOR AUTH message is seen.
1.
Try again the transaction again.
(Comm error seen)
…the card number on the screen does
not match the number embossed on the
card.
OR
1.
Tap OK or cancel and call for a voice authorization.
1.
Tap cancel and call for a voice authorization immediately.
2.
equest a CODE 10 authorization. In this situation, you may be
R
dealing with a fraudulent card and CODE 10 will alert the financial
institution to this possibility.
-5-
…the cardholder signature on the receipt
does not match the signature on the
reverse of the card.
1.
Call for a voice authorization.
2.
equest a CODE 10 authorization. The financial institution will
R
be able to advise whether or not the correct individual is using
the card and how to proceed.
…you have any doubts about the validity
of a card or a transaction.
1.
Same as above
Imprinters
Please note that imprinters are only used for credit cards.
Whenever
Action
…you’re unable to use the cards chip or
swipe the card through the terminal due
to a problem with the card’s magstripe or
a problem with the terminals reader.
1.
Key in the transaction manually.
2.
Take an imprinted draft as per the instructions on the terminal.
3.
Indicate the transaction details in the imprinted copy and staple the
printer receipt to the signed copy.
…your printer is not working.
1.
Take an imprinted draft as per the instructions on the terminal.
2.
Indicate the transaction details on the imprinted copy.
1.
Take an imprinted draft.
2.
Note all transaction details on the draft.
3.
Call for authorization.
4.
hen the system becomes available, enter all manually imprinted
W
transactions by going to: Main Menu  Force Post, then staple all
printed transactions to the imprinted sales draft(s).
…the system is down, the terminal does
not ask for an authorization number and
you receive a telephone authorization.
Transaction records
The terminal can store up to:
•
10 business days of detailed transactions
•
999 transactions per batch and
•
45 days of totals
•
1500 transactions per business day
Storing cardholder receipts
Merchants are responsible for retaining all receipts to respond to
cardholder inquiries. The following are guidelines you should use when
storing them. Store receipts:
Your receipts could become unreadable if you:
•
store them in plastic coated containers
•
expose them to direct heat or light sources
•
...in a dark, secure area with limited access for at least one year.
•
...in envelopes arranged by date in a secured filing cabinet. If you
have several terminals use a separate envelope(s) for each terminal.
•
...as long as you retain cash register tapes for direct payment transactions.
•
If TD needs a receipt copy, please send it within eight days and retain a copy for your records.
•
These required storage and response times are for TD Merchant Solutions only and may vary by financial institution.
-6-
TD Generation Portal 2 with PINpad Merchant Guide
Responsibilities
2
Financial Transactions
The TD Generation terminal can perform the following transactions:
•
Purchase
•
Cash*
•
Purchase (Phone / Mail)
•
Pre-authorization*
•
Force post
•
Tab*
•
Refund
•
Gift card*
•
Void
•
Loyalty card / Air Miles®*
* These optional transactions are covered in our online documentation at www.TDMerchantSolutions.com/ResourceCentre.
Depending how you have set up your terminal, you may be required to enter a supervisor ID and password to proceed with any transaction.
Accepted card types
The terminal will accept whatever cards you indicated when you signed up. If you wish to adjust your accepted card list, please
contact your sales rep.
Credit card purchase
This transaction flow is used for credit card purchases where the credit card is present. If the purchase is via phone or mail, use the Phone or
mail purchase instructions. If you use the incorrect purchase transaction you could incur extra charges.
1.
Tap the
/ Home key  Purchase.
2.
Enter the total dollar amount on the terminal and tap OK.
Split payment (optional)
If you have split payments enabled on your terminal you will follow these steps:
a)
Select how the payable amount will be paid: SPLIT or PAY. If you select PAY the full amount will be paid
in one transaction. Go to Tip.
b)
Enter the amount of the first payment and tap OK.
c)
Customer confirms the amount: back arrow or OK.
d)
S elect the payments type: Credit / Debit or Cash and tap OK. You may see more payment methods
depending on what you have enabled on your terminal.
e)
Customer confirms the amount: back arrow or OK.
Tip (optional)
If you have tips enabled on your terminal you will follow these steps:
3.
a)
Customer selects / enters one of the tip options offered on screen.
b)
Customer confirms the amount: NO or YES.
Select one of the following payment methods: Insert, Swipe, Contactless or Manual Entry (credit card only).
Insert
a)
The customer enters their PIN and presses OK. Go to step 3.
-7-
Swipe
a)
Verify the card information with what is on the screen and tap OK. Go to step 3.
Contactless
a)
T he customer taps their contactless-enabled credit card on the PINpad. In some cases the customer may
be required to swipe or insert their card. Go to step 3.
Manual entry (credit card only)
4.
5.
a)
Enter the account number on the PINpad and press OK. b)
Enter the expiry date on the PINpad and press OK.
c)
manual imprint of the credit card is required. Do you wish to continue (NO or YES) If you selected NO,
A
the transaction will be cancelled. If you selected YES, make an imprint of the card and continue below.
d)
Enter the CVD number on the terminal and tap OK. This number is generally located on the back of
the credit card. This is an optional step depending on your settings. Go to step 3.
T he screen shows that the transaction is completed with an authorization number or approved message. If the
credit card was manually entered or swiped, the customer must sign the receipt.
•
T he amount paid by the customer may only be partially authorized depending on the card company. If a partial
authorization occurs, the screen will display the amount still outstanding. The transaction will then request another
payment method for the balance.
•
If the purchase was for a low amount you may be offered the option to print the receipt. This receipt threshold can be
set by calling the TD Merchant Solutions Help Desk at 1-800-363-1163.
You can REPRINT the receipt or FINISH the transaction.
-8-
TD Generation Portal 2 with PINpad Merchant Guide
Financial Transactions
ENTER
AMOUNT
SPLIT PAYMENT
(optional)
TIP
(optional)
SELECT
PAYMENT
METHOD
INSERT
CONTACTLESS
SWIPE
MANUALLY ENTRY
(credit card only)
YES
YES
ENTER # and
EXP. DATE
DIFFERENT PAYMENT
REQUIRED?
NO
IMPRINT CARD
MESSAGE
ENTER PIN
RECEIPTS
CREDIT /
DEBIT / CASH
YES
PARTIAL AUTH?
(optional)
NO
RECEIPTS
FINISHED
-9-
ENTER CVD?
(optional)
3
Debit card purchase
1.
Tap the
2.
Enter the total dollar amount and tap OK.
ENTER
AMOUNT
/ Home key  Purchase.
Split payment (optional)
SPLIT PAYMENT
(optional)
If you have split payments enabled on your
terminal you will follow these steps:
a)
S elect how the payable amount will be
paid: SPLIT or PAY. If you select PAY
the full amount will be paid in one
transaction. Go to Tip.
TIP
(optional)
b)
E nter the amount of the first payment
and tap OK.
c)
ustomer confirms the amount: back
C
arrow or OK.
d)
S elect the payments type: Credit /
Debit or Cash and tap OK. You may see
more payment methods depending on
what you have enabled on your Portal 2
terminal.
e)
SELECT
PAYMENT
METHOD
ustomer confirms the amount: back
C
arrow or OK.
ENTER PIN
If you have tip enabled on your terminal you will
follow these steps:
a)
ustomer selects / enters one of the tip
C
options on screen.
b)
Customer confirms the amount: NO or YES.
CASHBACK
(optional)
Insert / swipe
a)
The
customer selects the account to use:
CHEQUING or SAVINGS.
b)
customer enters their PIN and presses
The
OK. Go to step 4.
RECEIPTS
Contactless
The
customer taps their contactless
enabled debit card on the contactless
card reader. In some cases the customer
may be required to swipe or insert their
card. Go to step 4.
Cashback (optional)
If you have cashback enabled on your terminal you
will follow these steps:
a)
DIFFERENT PAYMENT
REQUIRED?
NO
Select
one of the following payment methods:
Insert / Swipe or Contactless.
a)
CONTACTLESS
YES
Tip (optional)
3.
INSERT or SWIPE
Customer confirms whether they want
- 10 -
FINISHED
TD Generation Portal 2 with PINpad Merchant Guide
Financial Transactions
3
cashback: NO or YES.
b)
Customer selects / enters one of the cashback options on screen.
c)
Customer confirms the amount: NO or YES.
4.
The
screen shows that the transaction is completed with an authorization number, or approved message, and the
receipts print.
5.
You can REPRINT the receipt or FINISH the transaction.
Phone or mail purchase
•
T hese instructions are used for purchases where the credit card is not present. If the card is present at purchase, see Credit card
purchase. If you use the incorrect purchase transaction you could incur extra charges.
•
T here are risks performing transactions when the credit card is not present. Ensure that you perform all of the available security
checks for phone / mail purchases.
1.
Tap the
/ Home key  Phone / Mail Purchase.
2.
Enter the dollar amount and tap OK.
3.
Enter the account number on the PINpad and press OK.
4.
Enter the expiry date on the PINpad and press OK.
5.
Enter the CVD number and tap OK. This step is dependent upon your settings.
6.
The screen shows that the transaction is completed with an authorization number and the receipts print.
7.
You can REPRINT the receipt or FINISH the transaction.
Force post purchase
This option is only used due to communication problem or that the force post is requested via the terminal.
Before you perform this transaction you must call the TD Merchant Solutions Help Desk at 1-800-363-1163 and receive an
authorization number.
1.
Tap the
/ Home key  Force Post Purchase.
2.
Enter the dollar amount and tap OK.
3.
T hen enter the authorization number and tap OK. Please note, authorization numbers can include letters.
4.
Select one of the following payment methods: Insert, Swipe, or Manual.
Insert
a)
Insert the card into the PINpad. Go to step 5.
Swipe
a)
Swipe the card on the PINpad. Go to step 5.
Manual
a)
Enter the account number and tap OK.
b)
Enter the expiry date and tap OK.
c)
Enter the CVD number and tap OK. Go to step 5.
5.
The screen shows that the transaction is approved and the receipts print.
6.
You can REPRINT the receipt or FINISH the transaction.
- 11 -
Void
This option recalls a transaction so that you can void it. The following instructions can access any transactions that were
performed in the current open batch. If a day close has been completed you cannot recall transactions made prior to the
day close and you must do a refund, not a void.
1.
/ Home key  Void.
Tap the
Credit Card
a)
Enter the trace # from the receipt of the transaction to be voided and tap OK.
b)
Confirm that the transaction is to be cancelled (NO or YES).
c)
The screen shows that the transaction is completed with an approved message and the receipts print.
d)
You can REPRINT the receipt or FINISH the transaction.
Debit Card
a)
Enter the trace # from the receipt of the transaction to be voided and tap OK.
b)
Confirm that the transaction is to be cancelled (NO or YES).
c)
Customer inserts their card, enters their PIN and presses OK.
d)
The screen shows that the transaction is completed with an approved message and the receipts print.
e)
You can REPRINT the receipt or FINISH the transaction.
Transaction recall
This option recalls a transaction so that you can view, void or complete / close it if it is a pre-authorization or tab. The
following instructions access any transactions that were performed in the current open batch. If a day close has been
completed you cannot recall transactions prior to the day close. Pre-authorization and tab transactions are covered in our
online documentation at www.TDMerchantSolutions.com/ResourceCentre.
1.
Tap the
/ Home key  Transaction Recall.
2.
Select one of the following:
Recall by trace #
a)
This only recalls the transaction connected to the trace # in the open batch.
b)
Enter the trace number that you want to recall and tap OK. Go to step 4.
Recall all
This recalls the details all of transactions in the open batch.
a)
A list of all transactions currently available on the terminal appear. Go to step 3.
Recall by amount
This recalls any transaction for the entered dollar amount in the open batch.
a)
Enter the dollar amount and tap OK. Go to step 3.
Recall by account #
This recalls any transaction for the entered card account number in the open batch.
a)
Swipe or Manually enter the card. Go to step 3.
Recall by invoice #
This recalls the transaction for the entered invoice number.
a)
Enter the invoice number that you want to recall and tap OK. Go to step 3.
- 12 -
TD Generation Portal 2 with PINpad Merchant Guide
Financial Transactions
3
3.
If there are multiple transactions, scroll to the desired one and tap OK.
4.
S elect Void to cancel the transaction or select Completion to close a pre-authorization. Tap cancel to leave this
screen without making a selection.
Refund
Perform a refund transaction when a reimbursement must be performed for the customer. Debit refunds are disabled by default. If you wish to activate debit refunds on your terminal please call the TD Merchant Solutions Help
Desk at 1-800-363-1163.
1.
Tap the
/ Home key  Refund.
2.
Enter the dollar amount and tap OK.
3.
Select one of the following payment methods: Insert / Swipe, Contactless or Manual Entry (credit card only).
Insert / swipe credit or debit card
a)
The customer inserts or swipes their card. Go to step 4.
Contactless credit or debit card
a)
The customer taps their contactless-enabled card on the screen. Go to step 4.
Manual credit card
a)
Enter the account number on the PINpad and press OK.
b)
Enter the expiry date on the PINpad and press OK.
c)
Is this refund for a phone / mail purchase (NO or YES)? If you selected NO, continue below.
If you selected YES got to step 3.
d)
A manual imprint of the credit card is required. Do you wish to continue (NO or YES)? If you selected NO, the transaction will be cancelled.
If you selected YES, make an imprint of the card and go to step 3.
4.
The screen shows that the transaction is completed with an approved message and the receipts print.
5.
You can REPRINT the receipt or FINISH to complete the refund.
Receipts
Each transaction has a different receipt and most of the information is purely for record keeping. There are some points of
important information you need to be aware of to ensure that your transactions have completed correctly.
Reprinting receipts
1.
Tap the
/ Home key  Reprint and select one of the following:
Last Receipt
a)
Confirm that you want to reprint the last receipt (NO or YES).
b)
The most recent receipt will reprint with the word DUPLICATE on it.
Past Receipt
a)
S wipe the card that the transaction was performed on. Any transactions that were done on the terminal by the
swiped card will appear on the screen.
b)
Select the transaction that you want to reprint the receipt for and tap OK.
c)
Select PRINT if this is the correct transaction.
d)
The selected receipt will reprint with the word DUPLICATE on it.
- 13 -
Receipt examples
Credit Card
Debit Card
The information that you will use the most is noted on the receipts below.
Merchant Name
Address, Postal Code
City, Province
2000000
N10000000205
Merchant Name
Address, Postal Code
City, Province
2000000
N10000000205
PURCHASE
****
12-21-2015
Acct # 452001****5097
Exp Date 10/19
Name: John Q Public
A00000000003101001
Trace # 6
Inv. # 5
Auth # 75612
TVR 000000000000TST
TC 0E19785C8DAA97AC
****
12-21-2015
Acct # 452001****5097
Account Chequing
A00000000003101001
VISA CREDIT
Trace # 9
Inv. # 3
Auth # 75612
RRN 001006006
F800
Total
PURCHASE
****
12:29:12
C
Card Type VI
$50.00
****
12:29:12
C
Card Type DP
INTERAC
RRN 001006006
F800
Total
$50.00
(00) APPROVED THANK YOU
(00) APPROVED THANK YOU
Retain this copy for your records
Merchant Copy
Retain this copy for your records
Merchant Copy
Receipt Banner
Receipt Banner
Receipt Banner
Receipt Banner
Tran s a c t i on t yp e
C
Online chip card transaction
RF
Contactless transaction
CN
Chip card No Signature Required transaction
S
Swiped mag card transaction
CO
Off-line chip card transaction
SC
Swiped chip card fall back transaction
M
Manually entered mag card transaction
SN
Swiped No Signature Required transaction
MC
Manually entered fall back of a chip card transaction
C ar d t yp e
AM
American Express
MD
MasterCard Debit
DP
Debit
PV
Visa Debit
DS
Discover / Diners
RC
RCS
JC
JCB
UP
Union Pay*
MC
MasterCard
VI
Visa
I mp or t ant informat i on
Trace #
The trace number associated with the transaction
Inv #
The invoice number associated with the transaction.
Auth #
The authorization number associated with the transaction
- 14 -
TD Generation Portal 2 with PINpad Merchant Guide
Financial Transactions
3
I mp or t ant informat i on
Signature
The card issuer determines when a signatures is required for a transaction so ensure that the client signs these
receipts.
Approved
Always ensure that the transaction was approved as it could be Declined.
Business Day Functions
Depending on the logon method, it may be as simple as a user performing transactions to entering a logon ID and password.
Performing day close
You have a deadline to perform a day close. This is called your balancing window and it is set on the system. If your day close
is done before your balancing window ends, you’ll receive same or next business day deposit for credit and debit card totals.
Otherwise, they will be forwarded to the next business day.
A day close is automatically performed on your terminal every three to five business days if one isn’t performed sooner by you.
You must close your business day on each terminal in order to maintain accurate records and balance your accounts.
Closing the business day is important as it:
•
Sends any stored transactions (SAFs).
•
Checks for mail, and downloads.
•
Closes all open batches.
•
Downloads available updates.
•
Prints selected reports.
•
S tarts a new business day on the terminal by
opening a new batch.
1.
Tap the
2.
onfirm that you want to close your business day: NO or YES. Once the process is started ensure that the terminal
C
is not used until the day close is completed.
3.
S elect your report delivery method (DISPLAY or PRINT). Depending on how you have set up your day close,
certain reports will print.
4.
When it is completed you will see the Business Day Closed message.
/ Home key  Day Close.
Customizing the day close report
The following reports can be enabled or disabled for automatic printing during the Day Close transaction. To do this, you
must contact the TD Merchant Solutions Help Desk at 1-800-363-1163.
O p t io n
S et t in g
P r ovid e s . . .
Host Balancing Report
Enabled / Disabled
...the Host and Terminal net amounts, transaction counts and the
difference between the terminal and the host for the current batch.
Terminal Details Report
Enabled / Disabled
...transaction records’ details per card type for the current business day.
Operator Detail Report
Enabled / Disabled
...transaction details per card type and for individual operators.
Terminal Balancing Report
Enabled / Disabled
...sales, returns and net totals per card type for the current business day. Operator Balancing Report
Enabled / Disabled
...sales, returns and net totals per card type for the current business
day for individual operator. Tip Totals Report
Enabled / Disabled
...tip totals per operator ID for the current business day.
Cashback Totals Report
Enabled / Disabled
...the terminal’s cashback total amount for the current business day.
- 15 -
O p t io n
S et t in g
P r ovid e s . . .
TD Discount Report
Enabled / Disabled
...the terminal’s total TD discount amount for the current business day.
Reprinting the day close report
/ Home key  Reprint  Day Close Report.
1.
Tap the
2.
Confirm that this is correct: NO or YES.
3.
The day close report reprints.
- 16 -
TD Generation Portal 2 with PINpad Merchant Guide
Reporting
4
Reporting
Tap the
/ Home key  Financial Reports  and select a report group.
Business day reports
Report
Instructions
Provides...
Terminal Detail
DISPLAY or PRINT your report.
...transaction details by card type for the current
business day.
Terminal Balancing DISPLAY or PRINT your report.
...transaction totals by card type for the current
business day.
Business Day
Subtotals
DISPLAY or PRINT your report.
...transaction totals by card type for the current
business day. Theis report can be run without
closing your business day.
Operator Detail
Select whether the report is for an individual ID
...transaction details by card type for the current
(Operator ID), or tap the 0 key for all IDs, and tap OK. business day by operator ID.
DISPLAY or PRINT your report.
...transaction totals by card type for the current
Operator Balancing Select whether the report is for an individual ID
(Operator ID), or tap the 0 key for all IDs, and tap OK. business day by operator ID.
DISPLAY or PRINT your report.
Outstanding SAF
DISPLAY or PRINT your report.
...all stored transaction details that have not been sent
for settlement.
Batch reports
Report
Actions
Provides...
Transaction Details
Select which batch you want to review (PREV or
CURRENT). DISPLAY or PRINT your report.
...transaction details by card type and for
current or previous batch.
Totals
Select which batch you want to review (PREV or
CURRENT). DISPLAY or PRINT your report.
...transaction totals by card type and for current
or previous batch.
Customized reports
These reports are for all transactions performed for the business days currently stored in the terminal. These reports can only
be accessed by supervisors or managers. The following chart shows what each report displays.
Re p or t
Ac t i on s
Pr ovi d e s . . .
Transaction Details
Select whether the report is for an individual ID
(Operator ID), or tap the 0 key for all IDs, and tap OK.
...transaction details by card type for a
maximum of 10 business days
Enter the start date and end date.
DISPLAY or PRINT your report.
Totals
Select whether the report is for an individual ID
(Operator ID), or tap the 0 key for all IDs, and tap OK.
Enter the start date and end date.
DISPLAY or PRINT your report.
- 17 -
...transaction details by card type and
transaction type for a maximum of 45
business days
- 18 -
TD Generation Portal 2 with PINpad Merchant Guide
Administration and Configuration
5
Administration and Configuration
The TD Generation with PINpad offers you numerous options to personalize the terminal while helping you to administer your
business. Standard administration features are:
•
User Management (creating, editing, deleting and unlocking locked user IDs)
•
P arameter Updates (updating your settings on the terminal to reflect new information such as new accepted
payment types)
•
Communications (changes to your terminal’s communication method)
•
Training Mode (enable / disable this setting to safely train new employees how to use the terminal)
•
Receipts (changes to how and when they are printed)
Administering the terminal
By utilizing user types, you can help secure your terminal from fraudulent transactions and allows certain advanced
functionality to trusted employees. Listed below are the user types available to you and what functionality is available to them.
User Type
Capabilities
Supervisor
Operator
Special Notes
• Can perform normal transactions
• Consists of an ID, password an user name
• Can set up operator IDs
• A maximum of 100 operators are allowed per terminal
• C
an perform normal everyday financial
transactions
• Consists of an ID, password an user name
• A maximum of 100 operators are allowed per terminal
Login requirements for terminal functions
This option allows you to determine which functions require a supervisor to enter their login ID and password. Functions
will only appear in the option list if they can be ID and password protected. The same steps are used to disable user id and
password requirements.
•
Supervisor is the highest level that can be granted and has access to various administration functions so be aware of who you grant
this access to.
Please see the following list of available functions and reports:
Func t i on
S et t in g s
E x p lanat i on
Batch Reports
On / Off
Enables / disables supervisor protection
on this function.
Business Day Reports
Customized Reports
End of Day
Force Post
Gift Card Reports
Manual Account Number Entry
Please call the Help Desk to have this feature enabled (1-800-363-1163) request these to be enabled.
- 19 -
User management
Add user
Use this option to create a unique user ID for them with the appropriate level of access to terminal features.
1.
Tap the
/ Home key 
/ Control Panel icon  User Management  Add User.
2.
Enter the new user name and tap OK. This can be 13 characters in length.
3.
Enter the new user ID and tap OK. This unique number can be up to five digits in length.
4.
Enter the new password and tap OK. This can be up to seven digits in length.
5.
Re-enter the new password and tap OK.
6.
Select the authority level for this user: Operator or Supervisor.
7.
The new user is added to the terminal.
Change password
This option allows you to change an existing password for security or personal reasons. It requires a higher level user to
change it. For example, it would take a supervisor to change a supervisor or operator’s password.
1.
Tap the
/ Home key 
/ Control Panel icon  User Management  Change Password.
2.
Enter the ID that you want to change the password for and tap OK.
3.
Enter the old password and tap OK.
4.
Enter the new password and tap OK. Passwords up to seven digits in length.
5.
Re-enter the new password and tap OK.
6.
The password is now changed.
Remove user
This option allows you to delete an existing user.
1.
Tap the
/ Home key 
/ Control Panel icon  User Management  Remove User.
2.
S elect the user that you want to delete and tap OK. Only a Supervisor can delete a user from the terminal. You
cannot delete the user that is logged into this terminal.
3.
Confirm that you want to delete the user (NO or YES).
4.
The user ID is now removed.
User list
This option creates a report that contains the user ID details with the option to print them.
1.
Tap the
/ Home key 
/ Control Panel icon  User Management  User List.
2.
Display the list on the screen or print it (DISPLAY or PRINT).
3.
The user list report either displays or prints. Each user will be listed by user ID, user name and level.
Logon method
This option allows you to determine whether a log on is required to access the terminal.
1.
Tap the
/ Home key 
/ Control Panel icon  Logon Method.
2.
Tap one of the following options: ID And Password (most secure), ID Only or No Logon (least secure).
3.
The screen will display what method that you selected and confirm the change.
- 20 -
TD Generation Portal 2 with PINpad Merchant Guide
Administration and Configuration
5
Downloads
Parameter download
This option downloads parameters from the TD Hosts for the operation of the terminal. Note: This function is automatically performed during the day close process. Below is what sort of information is contained by
each host download.
Host 1 Params.DL
Host 2 Params.DL
Use this option if you want to update anything dealing with
financial information such as card types, transaction types.
Use this option if you want to update anything dealing with
non-financial information such as terminal settings.
1.
Tap the
/ Home key 
/ Control Panel icon  Parameter Download.
2.
Select which type of download you want to do: Host 1 Parameters or Host 2 Parameters.
Host 1 Parameters
a)
Confirm that you want to start the download: NO or YES.
b)
T he terminal begins the download and continues running until Parameter Download Completed appears
on the screen. Go to step 3.
Host 2 Parameters
a)
Select what type of download this is (FULL or PARTIAL).
Full: Performs a full download which takes longer than a partial.
Partial: Only pulls down information changed by Help Desk.
3.
b)
T he terminal begins the download. It will show a percentage complete counter until complete when it
shows the message Host 2 Download Completed.
c)
Your terminal will automatically reboot. Go to step 3.
Your terminal starts up and the parameter download is complete.
Software download
This function allows the terminal to download a new software application from the TD remote host without the need for a
technician on site.
•
The device must remain powered on for the full process.
•
You must close your business day on the terminal before downloading software.
•
software download can also be initiated via a notification. In this case, the software may be downloaded in the background within
A
a defined time window (scheduled download).
•
A software download must be done separately for each terminal.
1.
Tap the
/ Home key 
/ Control Panel icon  Software Download.
2.
Tap CONTINUE to proceed.
3.
The download is complete and your terminal will automatically reboot.
Configuration reports
Use this report to print a report of all your configuration settings.
1.
Tap the
/ Home key 
/ Control Panel icon  Configuration Report.
2.
Select and automatically print one of the following reports:
These reports can be large so print them at your own discretion.
- 21 -
Merchant reports
You can print these reports to compare settings between your different terminals.
• Communications – A report will print with all of your communication settings. See page 22 for more
on communication settings.
• Host 1 Settings – A report will print with all of your Host 1 settings and their values. See page 21 for
more on Host 1 settings.
• Host 2 Settings – A report will print with all of your Host 2 settings and their values. See page
21 for more on Host 2 settings.
Help Desk Reports
The following reports are generally only printed when requested by the Help Desk.
• Card BIN Ranges – A report will print with all of your BIN ranges accepted on the terminal.
This option is only used when calling into Help Desk or to ensure that all your terminals have the same settings.
•
•
MV Parameters – You would select All, Contact or Contactless EMV parameters and a report will
E
print with all of the values for the selected profile.
EMV Public Keys – You would select an EMV profile and a report will print with all of your EMV values
for the profile.
Communications
Use these options to change communication settings on your terminal.
You must enter a valid supervisor ID and password to access this option.
Communications
Use this option to change the communications between direct dial-up and Ethernet.
1.
Tap the
/ Home key 
/ Control Panel icon  Communications  Connection Type Setup.
2.
S elect the desired option: Direct Dial-up or High-Speed Internet. Direct Dial-up uses your phone line while
High-Speed Internet uses your DSL or cable internet connection via a router.
T he new communication mode is now active and screens requesting information will now appear based on
your selection.
Direct Dial-up
a)
Enter the Host 2 Phone # and tap OK.
b)
Enter the dialing prefix and tap OK.
c)
Go to step 3.
High Speed Internet
3.
a)
Select the desired option: STATIC IP or DHCP. If it is STATIC IP, proceed to step b. If it is DHCP, go to step 3.
b)
Enter the Terminal IP Address and tap OK.
c)
Enter the Terminal Subnet Mask and tap OK.
d)
Enter the Terminal Default Gateway and tap OK.
e)
Enter the Terminal DNS and tap OK.
f)
Go to step 3.
Your communications are now updated.
- 22 -
TD Generation Portal 2 with PINpad Merchant Guide
Administration and Configuration
5
General options
Use these options to configure your terminal’s volume, brightness and other settings.
Training mode
This option allows a supervisor to sign in and train another user on the functions of the terminal without impacting any live
transactions or totals on the terminal. When in training mode:
•
T he screen will display the word DEMO.
•
Receipts and reports will be labelled with a Training Mode banner.
•
You will be unable to make configuration changes,
•
You will be unable to perform chip card transactions,
1.
Tap the
/ Home key 
/ Control Panel icon  Training Mode.
2.
Enter or exit training mode: NO or YES.
3.
T raining mode is now enabled / disabled depending upon your selection. You will return to the Idle screen and see the word Training. Perform these steps again when you wish to leave training mode.
Date / Time sync
This option corrects the date and time on the terminal by communicating with the TD host.
1.
Tap the
/ Home key 
/ Control Panel icon  Date / Time Sync.
2.
The terminal creates a connection to the server and syncs date and time information.
Terminal volume
This option allows you to increase or decrease the terminal speaker volume.
1.
Tap the
/ Terminal Volume icon.
2.
Drag the volume bar to the desired level and tap TEST.
3.
When you’re satisfied tap
/ back arrow to exit.
Terminal brightness
This option allows you determine how bright your terminal display is.
1.
Tap the
/ Brightness Level icon.
2.
Tap - or + to adjust the PINpad volume by one level (1 through 5).
3.
When you’re satisfied tap
/ back arrow to exit.
Priority mail
Priority mail is used to send important information to the merchant and should be checked daily. If there is any mail waiting
for you, there will be an envelope icon in the top of the screen.
1.
Tap the
/ Envelope icon.
2.
Select one of the following options: Check Mail, Read Messages, Delete Messages or Delete All Messages.
a)
Check Mail – Allows a user to download mail from the mail server.
b)
Read Messages – Allows the user to read messages downloaded from the mail server.
c)
Delete Inbox Messages – Allows a supervisor to delete a single message from the inbox. Once deleted
they cannot be retrieved.
d)
elete All Messages – Allows a supervisor to delete all messages in the inbox. Once deleted they
D
cannot be retrieved.
- 23 -
PINpad volume
This option allows you to increase or decrease the PINpad speaker volume.
1.
Press the
/ Speaker Volume button.
2.
Select - or + to adjust the PINpad volume by 10%.
3.
When you’re satisfied with the new volume level press cancel to exit.
Language
This option allows a supervisor to change the language of a terminal to English or French.
1.
Tap the
/ Home key 
/ Control Panel icon  Language.
2.
Tap the desired language: English or Français.
3.
The terminal language has now been set to your selection.
Voice prompts
The terminal has the ability to verbally provide certain audible prompts for the customer. The following voice prompts are
available: Present card, Transaction completed, Remove card and Thank you for your business.
You must call the Help Desk (1-800-363-1163) to request that the voice prompts be enabled.
Receipt options
Use these options to configure your receipts.
Receipt banner
This option allows you to add a short slogan or advertising to the bottom of all receipts printed from a terminal.
•
The receipt banner must be added to each terminal that you want to use it on.
•
T he more lines you add to the banner, the more paper will be used when you print a receipt. If you print a large number of receipts
daily, your paper usage may be significantly higher than what you’re accustomed to.
•
It’s your responsibility to ensure that the content of any banner message complies with all applicable laws. By using this feature, you
agree that you are solely responsible for any advertising messages displayed on the terminal.
1.
Tap the
/ Home key 
/ Control Panel icon  Receipt Banner.
2.
Enable the receipt banner: NO or YES.
3.
E nter the number of lines to print on the receipt (0 – 9) and tap OK. If you set it to zero it will disable the receipt
banner.
4.
Select the font size for the displayed line (SINGLE or DOUBLE).
5.
Single size can have 26 characters to a line and double will allow 20 characters.
6.
Enter the text for the displayed line and when finished press OK.
7.
If you press OK without entering anything, the line will be left blank.
8.
o to step 4 for each line in your receipt banner. When you tap OK after the final line, your changes are saved and
G
will be applied to all future receipts.
Reset invoice #
Use this option to reset your invoice number to 1. This will be reflected on the printed receipts.
1.
Tap the
/ Home key 
/ Control Panel icon  Reset Invoice #.
- 24 -
TD Generation Portal 2 with PINpad Merchant Guide
Administration and Configuration
2.
5
Confirm you want to reset the invoice number to 1: NO or YES.
You cannot reset the invoice number with an open batch. Close the existing batch and then reset the invoice number.
3.
The invoice number is now reset to 1.
Reprint last receipt
This option is used to reprint the last merchant or customer receipt before another transaction is processed.
1.
Tap the
/ Home key  Reprint  Last Receipt.
2.
The last receipt reprints.
Reprint older receipt
This option is used to reprint a receipt printed before the last receipt since the last end of day close.
1.
Tap the
/ Home key  Reprint  Past Receipt.
2.
Swipe the card that was used for the transaction or tap Manual and manually enter the account number.
3.
Scroll to the desired transaction (if there is more than one) and tap PRINT.
4.
The selected receipt reprints. The receipt will be a merchant copy with the word REPRINT displayed.
Functions enabled / disabled by TD Merchant Solutions
The following settings are available, but you must call the TD Merchant Solutions Help Desk to enable / disable them.
Function
Settings
Action
Auto Logoff Timer
Enabled / Disabled
Call in to change.
Cashback Prompt
Enabled / Disabled
Call in to change.
Cashback Type
Call in to change.
Declined Credit Receipt
Preset
Merchant Entered
Print / Don’t Print
Invoice Number
On / Off
Call in to change.
Invoice Entry Method
Automatic / Manual
Call in to change.
Maximum Cash back Amount
Enter Value
Call in to change.
NSR Merchant Receipt
Never Print Print with Customer copy
Always print
Call in to change.
Preset Cashback 1
Enter Value
Call in to change.
Preset Cashback 2
Enter Value
Call in to change.
Preset Cashback 3
Enter Value
Call in to change.
Purchase with Tip
On / Off
Call in to change.
Receipt Banner
On / Off
Call in or do it yourself.
Call in to change.
If you do it yourself your changes will be
overwritten after a Host 2 download.
Receipt Order
Call in to change.
Tip Prompt
Merchant Copy First
Customer Copy First
Enabled / Disabled
Tip Type
Preset / Merchant Entered
Call in.
- 25 -
Call in to change.
- 26 -
TD Generation Portal 2 with PINpad Merchant Guide
Troubleshooting
6
Troubleshooting
“A” Error Codes
Explanation
Action Required
Already In Training Mode
The user tried to enter Training mode
when they were already in it.
Either proceed with Training Mode or
repeat the steps and exit Training Mode.
Amount $0.00
Not Allowed
An amount higher than 0.00 must be
entered.
Please enter a new amount and press OK.
“B” Error Codes
Explanation
Action Required
Bad Communication
Terminal detected a communication
failure after the transaction is initiated.
Check your connections and retry the
transaction. Verify that your Internet
connection or phone line is working.
If the problem persists contact the
Help Desk.
Bad Communication
Press CANC key
And Try Again
Terminal detected a communication
Press cancel and try again.
failure after the transaction was initiated.
Batch Cannot Be Closed
With Open Pre-Auths
The terminal is configured so that
Pre-authorized Transactions must be
completed before a Batch Close can
be performed.
Please complete all open Pre-Auth
transactions, then close the batch.
Batch Cannot Be Closed
With Open Tabs
The terminal is configured so that Open
Tabs must be completed before a Batch
Close can be performed.
Please complete all open Tab
transactions, then close the batch.
Business Day Full
Close Business Day Now
The terminal has reached the maximum
number of transactions that can be
accumulated for a business day.
A Day Close must be processed to allow
the terminal to continue processing.
“C” Error Codes
Explanation
Action Required
Cannot Reset Invoice #
to 1 When Set to Manual
The terminal has invoice number entry
set to manual entry, and this option is
not allowed in this mode.
Please contact the Help Desk if you wish
to change the entry mode to automatic.
Card Error
Please Try Again
The terminal failed to read the chip on
the inserted card.
Remove the card and try reinserting it,
ensuring that it is entered correctly.
Once this message is displayed only
administrative transactions and Pre-auth
completions / Close Tab transactions
can be performed.
If the problem persists, please ask
the card holder for another form
of payment.
Card Error
Please Try Again
The terminal failed to read the chip on
the inserted card.
Remove the card and try inserting it again.
Card Error
Use Magnetic Stripe
The terminal failed to read the chip on
the inserted card.
Remove the card from the chip reader
and swipe it through the magnetic
strip reader.
- 27 -
“C” Error Codes
Explanation
Action Required
Card Removed Too Soon
Try Again
The chip card was removed from the
terminal before the transaction was
completed.
Process the transaction again, while
instructing the cardholder not to remove
the card until instructed by the terminal.
Cashback Amount
Exceeds Limit
The cashback amount entered exceeds
the maximum allowed for this terminal.
Please enter another amount within the
cashback limit.
Check Printer
The printer is not ready for printing.
Verify that the printer has paper and
that the cover is closed ­properly.
Close Batch Failed
End Of Business Day
Not Complete
The terminal failed to complete a Batch
Close transaction during the Day Close.
Retry the Day Close transaction.
Close Batch Soon
The terminal has almost reached the
maximum number of transactions that
can be accumulated for a batch.
A Batch Close must be processed before
the next 20 transactions to allow the
terminal to continue processing.
Close Business Day Soon
The terminal has almost reached the
maximum number of transactions that
can be accumulated for a business day.
A Day Close must be processed as soon
as possible to allow the terminal to
continue processing.
If the problem persists please contact
the Help Desk.
OR
The Day Close transaction has reached
the maximum number of days that it
can be left open.
Customer to Insert
Chip Card
The cardholder attempted to swipe a
chip card on the terminal.
Please insert the card into the chip
reader on the terminal.
“D” Error Codes
Explanation
Action Required
Download
Host 1 Parameter First
The terminal requires a Host 1
Parameter Download to be performed.
Download the Host 1 Parameter.
Download
Full Host 2 Params First
The terminal requires a full Host 2
Parameter Download to be performed.
Download the Host 2 Parameter.
“E” Error Codes
Explanation
Action Required
End of Business Day
Already Completed
The Day Close transaction has already
been completed successfully.
--
End of Day Process
Cancelled
The Day Close transaction was cancelled. --
“F” Error Codes
Explanation
Action Required
Faulty Card
The card was swiped too slowly.
Try swiping the card faster.
Function Not Allowed
The function selected is not setup for
this terminal.
If you require the function, please
contact the Help Desk.
- 28 -
TD Generation Portal 2 with PINpad Merchant Guide
Troubleshooting
“H” Error Codes
Explanation
Action Required
Host 1 Download
Not Completed
The terminal attempted a Host 1
Download and it was successful.
Try the Host 1 Download again.
Host 2 Download
Not Completed
The terminal attempted a Host 2
Download and it was not completed
successfully.
Try the Host 2 Download again.
“I” Error Codes
Explanation
Action Required
ID Already Exists
The ID entered already exists on the
terminal.
Please enter another ID.
ID Table Empty
There are no IDs defined in the
terminal.
--
Inbox Empty
There are no messages in the Mail Inbox. --
6
If the problem persists, please contact
the Help Desk.
If the problem persists, please contact
the Help Desk.
Input Must Be At Least 1 Character No data was entered in a required field.
Please enter at least 1 character.
Input Must Be At Least 3
Characters
Less than 3 characters were entered.
Please enter at least 3 characters.
Input Must Be At Least
9 Characters
Less than 9 characters were entered.
Please enter at least 9 characters.
Input Must Be
Greater Than Zero
Value entered must be greater than zero.
Please enter a value greater than zero.
Input Not
In Valid Range
The data entered was not within the
required values.
Please reenter the data.
Internal Error
Call Help Desk
AAAAAAAAAAAAA
NNNNNNNNNNNNN
CCCCCCCCCCCCC
The terminal has encountered a fatal
error.
Please contact the Help Desk and
provide the information on the screen.
Invalid Account #
The card used failed a security check or the card number
length is invalid for the card type.
Enter the card again, if the problem
persists ask the cardholder for another
form of payment.
Invalid Date
The date entered on the terminal is not
valid or occurs in the future.
Please enter a valid date.
Invalid Expiry Date
The expiry date on the card is invalid.
Please enter a valid expiry date.
AA stands for component name
NN stands for application information
CC stands for error code
OR
Ask the customer for a different card.
Invalid ID
The user ID was not found on the terminal. Enter a valid ID.
Invalid ID / Password
The ID / Password combination entered Re-enter or try another ID / password.
does not match any in the terminal’s
record.
Invalid Password
The password is not valid for the User
ID entered.
- 29 -
Re-enter the password or try another ID.
“I” Error Codes
Explanation
Action Required
Invalid Time
The time entered is not valid.
Please enter a valid time.
Invoice Tab First
The Close Tab transaction has been
attempted on a Tab that hasn’t been
invoiced.
Process an Invoice Tab transaction for
the invoice number entered.
“M” Error Codes
Explanation
Action Required
Maximum # of
Entries Reached
The maximum number of User IDs (100) To enter additional IDs, some IDs will
has been reached.
have to be deleted.
“N” Error Codes
Explanation
Action Required
No Match
A match cannot be found for the data
entered or selected.
Please retry or enter new data.
No Response From Host
Terminal times out the host response.
Tap the cancel key and try again. If the
problem persists contact the Help Desk.
No Transactions Found
A transaction cannot be found with the
criteria entered.
Please enter new data.
Not Accepted
The card type entered is not supported
on this terminal.
Please select another card.
Not Accepted
Use Magnetic Stripe
The card was inserted, but the terminal Swipe the card on the terminal.
does not have the card type defined
If the card type is supposed to be setup
for chip.
for chip, please contact the Help Desk.
Not Allowed
The transaction selected is not setup for Try another card type.
this terminal or it is not allowed with
If the transaction is supposed to be
the card being used.
setup for the terminal, please contact
the Help Desk.
Not Allowed To Reset
Inv# with Open Batch
An attempt was made to reset the invoice Please close the batch and then Reset
number, however the batch was open.
the Invoice #.
Not Allowed With
Trans Outstanding
A function cannot be run if there are
any transactions outstanding (pre-auth,
transactions in the open batch, etc.).
Please process the outstanding
transactions then try the function again.
Not Available
The item requested is not available.
Please make another selection.
Not Completed
The attempted transaction or function
did not complete successfully.
Re-attempt the transaction or function. If the problem persists please ­contact
the Help Desk.
Number Not In The
Range 1 – 9
The input # does not fall in the range of
print lines allowed for the receipt banner.
Please enter a valid number.
Number Not In The
Range 1 — 65535
The entered host port number is not in
a valid range.
Please enter a valid number.
Not In
Training Mode
If the user is not in training mode and
tries to exit it.
--
- 30 -
TD Generation Portal 2 with PINpad Merchant Guide
Troubleshooting
6
“P” Error Codes
Explanation
Action Required
Passwords Do Not Match
The password confirmation does not
match the original password entered.
Please re-enter the password
confirmation.
PINpad Has Been Replaced!
Host 1 Parameter Download Is
Required!
The terminal has detected that the
PINpad has been replaced.
If a technician has not been onsite to
replace the PINpad, please contact the
Help Desk to report suspected tampering. Processing Error
The terminal encountered an error
when trying to process a chip
transaction.
Try the action again. If the problem
persists ask for another form of payment.
“R” Error Codes
Explanation
Action Required
Receipt Not Printed!
Imprint Card and Complete Sales
Draft Manually
The transaction was approved however
the terminal is unable to print a receipt.
Manually imprint the card, record
the authorization code and have the
customer sign the receipt.
Reset Date And Time
From Main Menu
The terminal requires the date to be
synchronized with the host date and time.
Perform the Date / Time Sync ­function
on the terminal.
“S” Error Codes
Explanation
Action Required
System Error
Contact Help Desk
The terminal has encountered a system
error.
Please call the Help Desk immediately to
have your terminal replaced.
“T” Error Codes
Explanation
Action Required
Transaction Already
Voided
Void transaction is attempted on a
transaction that has already been
voided.
--
Transaction Cancelled
The transaction has been cancelled by
the user.
--
Transaction Not Allowed
The transaction type is not supported for
the card entered.
Please select another card type or
transaction.
If the problem occurs on multiple chip
cards, please contact Help Desk. Purge transactions
This option allows a supervisor to clear all records from the terminal for specific transaction types.
•
You should never do this without contacting Help Desk first and only perform this at their request
•
hen this is performed you will lose all the data contained within that specific terminal including transactions and the
W
transactions history.
1.
Tap the
/ Home key 
/ Control Panel icon  Purge Transactions.
2.
Confirm that you wish to continue: NO or YES.
- 31 -
Terminal information
This option displays the terminal ID of the device, the software version installed and the date it was installed / upgraded.
1.
Tap the
/ Home key 
2.
Select how you would like the information to be displayed: DISPLAY or PRINT.
3.
You will see the following information:
•
•
•
•
•
/ Control Panel icon  System Information.
Device
Serial #
Application
Release Date
Release Status
•
•
•
•
•
- 32 -
System Software Version
O/S
EMV Kernel Version
Security Software Version
Free DRAM
TD Generation Portal 2 with PINpad Merchant Guide
Appendices
A
Appendices
Lost or stolen equipment
If your device has been lost or stolen, please:
1.
Contact the TD Merchant Solutions Help Desk immediately to report the incident. (stolen or lost)
2.
Contact the police to file a report. (stolen only)
What should I do when the police arrive regarding the stolen device?
If a police officer arrives on site please record the following:
•
Officer’s name
•
Officer’s jurisdiction
•
Officer’s contact information
•
Stolen device’s serial number
The officer should provide you with a report number. After obtaining the above from the officer, please contact the TD
Merchant Solutions Help Desk and provide this information so that you can receive a replacement device. See below for an
easy to use information card to record the required information.
Police Information
Name
__________________________________________
Jurisdiction
__________________________________________
Contact Information
PH#______________________ EXT #_________
FAX# ____________________________________
Email ____________________________________
Report Number
_________________________________________
Device Information
Stolen Device
Serial Number
_________________________________________
- 33 -
- 34 -
Call Centre Information
Please call the TD Merchant Solutions Help Desk at 1-800-363-1163. We would be happy to answer any questions you may have.
Authorization:
24 hours a day, seven days a week
Terminal Inquiries:
24 hours a day, seven days a week
General Merchant Inquiries:
Monday – Friday, 8 a.m. – 8 p.m. ET
Printer / Stationery Supplies:
Monday – Friday, 8 a.m. – 5 p.m. ET
Documentation Portal
This Guide covers the most commonly used information in order to get you started. Your terminal has more features and
functionality to explore on our documentation portal at www.TDMerchantSolutions.com/ResourceCentre
535410 (1016)
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