Ingenico iWL200 Series User manual

iWL200 Series
Terminal User Guide
1.
Contents
Introduction ................................................................................................ 1
Thank You ...................................................................................................................... 1
This User Guide .............................................................................................................. 1
Keeping Records ............................................................................................................ 1
Helpdesk Information ...................................................................................................... 1
Security of Your Terminal ............................................................................................... 2
Caring for Your Terminal................................................................................................. 2
Terminal Management System ....................................................................................... 3
Supervisor Password ...................................................................................................... 3
End of Day Process ........................................................................................................ 3
Paper Rolls ..................................................................................................................... 3
Starting to Use Your Terminal ......................................................................................... 4
2.
Your Terminal ............................................................................................. 5
Contents of Box .............................................................................................................. 5
Terminal Model ............................................................................................................... 6
Terminal Overview .......................................................................................................... 6
Base Overview................................................................................................................ 7
Battery Installation .......................................................................................................... 9
Terminal Keypad & Display ........................................................................................... 11
Menu System ................................................................................................................ 15
Bluetooth Association ................................................................................................... 15
PSTN & Ethernet Connectivity ...................................................................................... 16
SIM Card Installation .................................................................................................... 17
Wi-Fi Setup ................................................................................................................... 18
Create a Wi-Fi Connection Profile................................................................................. 19
Selecting a Wi-Fi Connection Profile ............................................................................. 20
Editing a Wi-Fi Connection Profile ................................................................................ 20
Removing a Wi-Fi Connection Profile ........................................................................... 21
Loading a Paper Roll .................................................................................................... 21
Reading Cards .............................................................................................................. 22
Magnetic Stripe Reader ................................................................................................ 22
Chip Card Reader ......................................................................................................... 23
Contactless Reader ...................................................................................................... 24
3.
Transactions ............................................................................................. 25
Performing Transactions ............................................................................................... 25
Contactless High Value Payment (HVP) – Wallet Payments ........................................ 26
Dealing with Contactless Card Read Failures ............................................................... 27
Printing the Customer Copy (Duplicate) ........................................................................ 27
Sales - Inserted Cards (Method One) ........................................................................... 28
Sales - Inserted Cards (Method Two) ........................................................................... 29
Sales - Contactless Cards ............................................................................................ 30
Sales - Swiped Cards ................................................................................................... 31
Sales with Gratuity (Tip Mode) ...................................................................................... 32
Sales with Gratuity - Inserted Cards (On Screen Method) ............................................ 33
Sales with Gratuity - Inserted Cards (On Ticket Method) .............................................. 35
Sales with Gratuity - Swiped Cards............................................................................... 37
Sales with Cashback .................................................................................................... 38
Split Bills ....................................................................................................................... 39
Surcharging .................................................................................................................. 39
Refunds ........................................................................................................................ 40
i
Contents
Terminal User Guide
Mailorder Transactions (Customer Not Present) ........................................................... 42
Mailorder - CSC/AVS Results ....................................................................................... 42
Mailorder - Sales & Refunds ......................................................................................... 43
Account Verification ...................................................................................................... 46
Hotel Mode ................................................................................................................... 47
Reversals...................................................................................................................... 48
Duplicate Receipts ........................................................................................................ 48
Cash Advance .............................................................................................................. 49
Authorisation Only ........................................................................................................ 50
Declined Transactions .................................................................................................. 51
Referrals ....................................................................................................................... 52
Forced Transactions ..................................................................................................... 53
4.
Transaction Receipts .............................................................................. 54
Merchant Copy - Signature Transactions ...................................................................... 54
Merchant Copy - PIN Transactions ............................................................................... 56
Merchant Copy - Contactless Transactions .................................................................. 58
Customer Copy ............................................................................................................. 59
Declined and Void Receipts .......................................................................................... 62
Transaction Referencing ............................................................................................... 64
5.
Reports ..................................................................................................... 65
End of Day Report ........................................................................................................ 66
Banking Report ............................................................................................................. 67
X Balance Report.......................................................................................................... 72
Z Balance Report .......................................................................................................... 73
Stored Report ............................................................................................................... 76
TMS Report .................................................................................................................. 77
6.
Supervisor Functions .............................................................................. 78
Supervisor Password .................................................................................................... 78
Supervisor Password Change (Initial Transaction) ....................................................... 79
Refund Password ......................................................................................................... 79
Supervisor Menus ......................................................................................................... 80
Supervisor Sub-Menus ................................................................................................. 83
7.
Troubleshooting ...................................................................................... 86
Frequently Asked Questions ......................................................................................... 86
Screen Messages ......................................................................................................... 89
Diagnostic Codes.......................................................................................................... 92
Menu Structure ............................................................................................................. 94
8.
Notes ......................................................................................................... 95
Certification................................................................................................................... 95
Operating Environment ................................................................................................. 96
ii
Terminal User Guide
Introduction
1. Introduction
Thank You
Thank you for choosing an Ingenico iWL200 Series Wireless Payment
Terminal.
Your terminal includes a variety of different functions and features to
help you accept credit and debit card transactions in a speedy and
efficient manner.
This User Guide
We recommend you thoroughly read this User Guide, together with any
other documentation that came with your terminal, as this will help you
to quickly make the best use of all the capabilities of your new terminal.
The conventions used with this User Guide are as follows:
enter - This is a button on the terminal (i.e. the ‘Enter’ key in this case).
 THIS IS A SHORTCUT TO A MENU OPTION.
This is a piece of important advice.
Keeping Records
Copies of all transaction receipts and your corresponding End of Day
reports should be kept together in a safe place (preferably in date order)
for a minimum of 6 months, or longer depending on the requirements of
the card company.
Helpdesk Information
Details on how to contact the Helpdesk can be found in the Quick Start
Guide that accompanies your terminal.
You may be asked for your terminal’s Terminal Identification Number
(TID) or your terminal’s Serial Number (S/N).
The TID can be found at the top of each receipt produced by the
terminal; and the Serial Number can be found at the top of some
reports, on the reverse of your terminal and on the label underneath the
battery.
1
Introduction
Terminal User Guide
Security of Your Terminal
Upon receipt of your terminal you should check for signs of tampering of
the equipment. It is strongly advised that these checks are performed
regularly after receipt.
You should check, for example: that the security seals are in place and
undamaged; the keypad is firmly in place; that there is no evidence of
unusual wires that have been connected to any ports on your terminal
or associated equipment, the chip card reader, or any other part of your
terminal.
Such checks would provide warning of any unauthorised modifications
to your terminal, and other suspicious behaviour of individuals that have
access to your terminal.
Your terminal has various tamper evident seals; detecting any
interruption to these seals your terminal will enter a ‘tampered’ state. In
this state the terminal will repeatedly flash the message Alert
Irruption! and further use of the terminal will not be possible.
If you observe the Alert Irruption! message, you should contact the
terminal Helpdesk.
Caring for Your Terminal
You should take care not to spill liquids on any part of your terminal or
any associated parts and equipment.
You should clean the terminal with a soft clean cloth. The magnetic
swipe and chip card readers should be cleaned regularly with a suitable
cleaning card. To ensure safety, only clean your terminal when it is
completely powered off. Do not use water or cleaning agents on your
terminal, doing so may lead to damage.
Any damage incurred will be your responsibility and any repair or
replacement costs will be charged as appropriate. We therefore
recommend that you insure your terminal accordingly.
2
Terminal User Guide
Introduction
Terminal Management System
Approximately once a month your terminal will call the Terminal
Management System (TMS) to receive any updates to the software,
details of new card schemes, and any changes to your configuration.
This call will take place automatically, normally outside of standard
trading hours and therefore it is important that your terminal is powered
on. For Bluetooth or Wi-Fi terminals, it should remain connected to a
telephone line or Local Area Network (LAN); for mobile terminals, it
should remain in an area of good mobile network signal.
Supervisor Password
Your terminal’s Supervisor functions can be accessed by means of a
Supervisor password, and therefore you are not supplied with a
Supervisor Card.
Your terminal is shipped with an initial default password of 01483, but is
configured so that a change of this password is required before you
process any transactions.
If you wish to do this before performing a transaction you should refer to
the section entitled Supervisor Password for information on how to
change the Supervisor password.
You are strongly advised to ensure that privileged access to your
terminal (including access to the Supervisor password) is only granted
to staff that have been independently verified as being trustworthy.
End of Day Process
Your terminal is an ‘online’ terminal, which means that transactions are
captured when you take them so there is no requirement for ‘polling’ the
terminal. You must however ensure that you perform your End of Day
reports, to find out more refer to the section entitled Reports.
Paper Rolls
You should only use approved paper rolls as supplied by your terminal
supplier. Details on how to contact us to order supplies of paper rolls
can be found on the contact sticker on the underside of your terminal. If
appropriate, you may also find these details on the inside cover of this
User Guide.
3
Introduction
Terminal User Guide
Starting to Use Your Terminal
In order to get up and running as quickly as possible your terminal is
pre-configured to work out of the box. There are some basics that you
should cover before using your terminal:






4
Before starting to use your terminal, please read all sections of this
guide carefully, together with any other documents that came with
your terminal.
You should ensure that the terminal you have received is the model
you were expecting, and that the terminal has been configured as
per your requirements, for example:
- The text on the receipt header is correct;
- Your Merchant Number is correct;
- No acquirers (such as American Express or Diners), that you
requested, are missing.
Set up your terminal in a convenient location, and familiarise
yourself with the basics. The following section, entitled Your
Terminal, will cover all of the detail required to install and
understand the basic operation of your terminal.
Step-by-step instructions for all types of sales and refunds are given
in the section entitled Transaction; for clarity these are provided
with screenshots of the terminal to guide you.
If, in the unlikely event that you encounter any problems or have
any questions relating to the operation of the terminal, read through
the section entitled Troubleshooting.
If you cannot resolve your problem you should call the terminal
Helpdesk.
Terminal User Guide
Your Terminal
2. Your Terminal
Contents of Box
The contents of the box are shown below:
This User
Guide
iWL200
Payment Terminal
iWL200
Base Unit
UK Power
Supply Unit
Ethernet Cable
Bluetooth Terminals only
(optional)
UK Telephone Cable
Bluetooth Terminals only
Your terminal comes pre-installed with:



A rechargeable battery pack;
A paper roll;
A SIM card (mobile terminals only).
5
Your Terminal
Terminal User Guide
Terminal Model
The Ingenico iWL200 Series Wireless Payment Terminal is a compact
and ergonomically designed terminal capable of processing card
transactions.
The iWL200 series comes in three variants:



Bluetooth terminal with PSTN and IP communications
Mobile terminal with GSM/GPRS communications
Wi-Fi terminal with Wi-Fi communications
This User Guide covers all variants so you should read this guide
carefully in order to understand the features of your particular terminal.
Terminal Overview
An overview of your terminal is shown below:
Contactless Status Lights
Display
Keypad
Chip Card Slot
6
Base Unit
Charging Port
Swipe Card Slot
Battery & SIM
Access Cover
Terminal User Guide
Your Terminal
Base Overview
An overview of your terminal’s base unit is shown below:
Terminal
Guides
Terminal Charging Port
The connections available on the base are as follows:
Base Unit Cover
Cover Access Clips
Ethernet
Socket
Telephone Socket
Power Socket
Mobile terminals come with a base unit which has charging
capabilities only; the power socket is the only working
connection in this case.
You should set up your base unit in a convenient location close to a
power source and, for Bluetooth terminals, either a telephone socket
and/or an Ethernet socket, as required.
To open the base unit cover, located on the bottom of the base unit, you
must unclip both access clips (as shown above) and lift the cover from
the base unit. To replace the cover reverse these instructions being
sure to engage all the retaining pins before the access clips.
7
Your Terminal
Terminal User Guide
In order to use a telephone connection, connect one end of the UK
Telephone Cable to the telephone socket on your base unit (marked
MODEM / TEL IN); the other end should be plugged into an analogue
telephone line (BT) socket.
In order to use a LAN connection, connect one end of an Ethernet cable
into the Ethernet socket on your base unit; the other end should be
connected to a corresponding socket on your LAN/router.
Finally connect the UK Power Supply Unit into the power socket on your
base unit and to the mains power. Your terminal is charged by placing it,
securely, on to your base unit. Your base unit must be connected to the
power supply in order to charge your terminal.
Your terminal will automatically turn on when placed on your base
unit. To indicate that the terminal has power to it, the power icon
will be displayed on the screen.
8
Terminal User Guide
Your Terminal
Battery Installation
Your terminal is supplied with a rechargeable battery pack.
In order to access the battery pack you must first remove the battery
access cover by unclipping the catches and lifting the cover as shown.
The battery connector is held into place with a moulded catch. This
catch engages automatically when the connector is pushed into place;
the moulded catch clicks into place (1). You should ensure that
connector is inserted correctly so that the red wire is closest to the side
of your terminal.
Red
Wire
Fig. 1
Fig. 2
To remove the battery pack press the moulded catch in and pull away
the connector (2).
If the terminal displays a battery status icon with a cross in it then a
battery pack is not installed or is installed incorrectly. You will not be
able to perform transactions if there is no battery in the terminal.
The battery pack can only be charged when it is in the terminal by using
either the charger base or the optional travel charger. For maximum
efficiency it is recommended that the battery is always charged at
normal room temperature.
9
Your Terminal
Terminal User Guide
Your terminal intelligently charges the battery. To protect the battery if
the terminal is placed on charge when the battery is more than half full,
the battery will be charged at a slower rate than if the battery is low.
Rechargeable batteries can deteriorate over time. In the event that you
experience any issue with your battery please contact the Helpdesk.
The battery icon assists you in identifying the current status:
Animated battery icon: Terminal on charge, battery
charging; any bars shown steadily indicate the current
battery charge.
Steady Battery icon: Terminal on charge, battery fully
charged.
Steady battery icon: The bars shown steadily indicate the
current battery charge.
Steady battery icon: The battery charge is very low; you
should charge the battery as soon as possible.
Flashing Battery icon: The battery charge is critical; you
should charge the battery immediately.
Flashing Battery icon: Battery is not installed or installed
incorrectly; normal use of your terminal will not be possible
until the battery is installed correctly.
If the battery power is low, you may find that the terminal turns itself off
when displaying the screen saver; this is to preserve battery power.
When the battery level is critical your terminal will display a screen
advising you to recharge the terminal immediately. The battery must be
charged before further use of your terminal is possible.
You should charge new battery packs for at least 4 hours before
first use.
Only use battery packs supplied to you by your terminal
supplier.
DO NOT attempt to open the battery pack; there are no user
serviceable components and there may be a risk of explosion.
DO NOT discard old or broken battery packs; all battery packs
should be returned to your terminal supplier.
10
Terminal User Guide
Your Terminal
Terminal Keypad & Display
The terminal keypad is laid out as shown below:
Up/Down &
Selection
Keys
Function Keys
Standard
Data Entry
Keys
Menu Key
Confirmation
Key (Enter)
Correction Keys
(Cancel/Clear)
To enter numbers press the relevant keys. If you make a mistake you
can correct this using the correction keys. Press the clear key once to
delete one character at a time. Press the cancel key once to delete the
entire line; pressing the cancel key again will cancel the transaction.
When typing in an authorisation code, for example, you may need to
enter letters as well as number. Where you see the F4 123 graphic on
screen you can toggle the input mode by pressing F4 key. To enter
uppercase letters use the ABC input mode, and to enter lowercase
letters use the abc input mode.
When entering letters, you should press the number key repeatedly until
the desired letter appears. For example, if you want to type B then you
must press 2, 2. To move on to next character either press another key,
or wait for the flashing cursor to appear.
11
Your Terminal
Terminal User Guide
The different terminal displays are laid out as shown below:
Bluetooth
Status & Signal
Terminal
Status
Handset
Number
LAN Status
Date
Battery & Power Icon
READY
Handset: 01
Time
Fig. 1: iWL252 Bluetooth Terminals
Mobile Network
Status & Signal
Terminal
Status
Handset
Number
Communication Status
Date
Battery & Power Icon
READY
Handset: 01
Time
Fig. 2: iWL251 Mobile Terminals
Wi-Fi Network
Status & Signal
Terminal
Status
Handset
Number
LAN Status
Battery & Power Icon
READY
Handset: 01
Date & Time
Fig. 3: iWL258 Wi-Fi Terminals
Bluetooth
Status & Signal
Battery Icon
Terminal
Status
READY
Handset: 01
Fig. 4: iWL222 Bluetooth Terminals
Mobile Network
Status & Signal
Battery Icon
Communication
Status
Handset No.
READY
Handset: 01
Fig. 5: iWL221 Mobile Terminals
12
Date & Time
Terminal User Guide
Your Terminal
During normal operation the top row (showing the battery status and
power status icons, the communication status, and the signal icon) is
always displayed on the screen. Therefore all subsequent screen shots
in this User Guide are shown without this top row.
When your terminal has been powered on and after a short initialisation
process the terminal will display the terminal status of READY, this simply
means that the terminal has initialised and is ready to use.
If your terminal displays the NOT READY status message then your
terminal is not initialised. Press menu once, and choose the SETUP
menu option by pressing the F4 key. You should contact the terminal
Helpdesk if the problem persists after a successful TMS Call.
You will see a variety of different icons and graphics on the screen of
your terminal.
The battery icon indicates the power left in the battery.
The coloured bars indicate the health of the battery, with
red being the lowest charge and green the highest.
The animated line under the battery icon is shown when
the battery is charging.
Refer to section entitled
Battery Installation for more info.
The power icon indicates that your terminal on the base
unit and connected to the power supply.
The communication status icon indicates whether your
terminal is communicating. The possible communication
methods for your terminal are, for Bluetooth terminals:
PSTN; or for mobile terminals: GPRS and GSM.



Grey lowered icon (as shown): not connected
Yellow raised icon: connecting (PSTN only)
Green raised icon: connected (PSTN, GPRS, or GSM)
PSTN is a dial-up communication method and so the PSTN
legend will only be shown when the call has connected.
A GPRS session may be maintained longer than one
transaction making subsequent connections quicker,
therefore the GPRS legend may remain under the raised
13
Your Terminal
Terminal User Guide
icon, even though no transaction is taking place.
GSM is a dial-up communication method and so the GSM
legend will only be shown when the call has connected.
The LAN status icon indicates the current availability of the
network via an Ethernet cable or Wi-Fi.



White icon: not connected
Red icon: connected; communication not available
(issue obtaining IP address from DHCP server)
Green icon: connected; communication available
This symbol may show green even if your terminal is
communicating via a different method.
Eth & ETH
iWL22x models display the letters ‘Eth’ = connected and
IP obtained or ‘ETH’ = cable connected but no IP obtained
The signal icon indicates the status of either the Bluetooth,
the mobile network or the Wi-Fi signal as appropriate,
with red being the weakest signal and green being the
strongest. Your terminal may not be able to communicate
if the signal is very poor.
For Bluetooth terminals, the last eight digits of the serial
number from the paired based unit (i.e. 60234567) are
shown with the signal icon. The serial number for the base
can be found on the label on the underside of the unit. The
accompanying B icon shows the status of the base pairing;
it will show red if the base is not associated or is powered
off, whereas blue indicates the base is associated and is
powered on (you may additionally see a small
icon in
this case).
or
or
For mobile terminals, the mobile network name is shown
with the signal icon.
For Wi-Fi terminals, the wireless network name is shown
with the signal icon.
14
F1
F2
F3
F4
These labels indicate the option that can be selected by
pressing the corresponding function key. These are most
commonly seen on standard or choice menu screens.
Terminal User Guide
Your Terminal
Menu System
When you press the menu key from the idle screen your terminal will
enter the menu system. All the menu screens have the same layout. To
select an option press the F1, F2, F3, or F4 keys as indicated on the
screen.
When navigating around the menu structure: by pressing the menu key
you will move to the next menu screen (if available); by pressing the
cancel key you will move back to the last menu screen (if available), or
return to the idle screen.
A schematic of the whole menu structure is found in the section entitled
Menu Structure.
Bluetooth Association
Bluetooth terminals will be supplied already paired with the base unit
provided; your terminal can only use the telephone and Ethernet
connections when it is paired to the base unit.
To associate your terminal to a Bluetooth base, press the menu key
twice, then choose SUPERVISOR by pressing the F3 key. You will be
asked to type your current supervisor password, and confirm this by
pressing the enter key. Press the menu key and choose SHORT CUT by
pressing the F1 key, followed by the BLUETOOTH by pressing the F4 key.
 MENU, MENU, F3, [password], ENTER, MENU, F1, F4
You can then use the up, down and enter keys to select the desired
option:
NEW BASE
Pair your terminal to a new base unit.
SELECT BASE
Select base unit from list of paired bases units.
REMOVE BASE
Remove the association with an old base unit.
PRINT BASES
Print a confirmation of paired base units.
Bluetooth terminals can only be paired with a compatible
Bluetooth base unit that is powered on.
15
Your Terminal
Terminal User Guide
PSTN & Ethernet Connectivity
Bluetooth terminals require either a telephone line or a LAN connection
in order to communicate.
Your terminal can be used on a variety of telephone lines, however to
use your terminal on some lines you may be required to change the
telephone network (PSTN) setting in the terminal. Your terminal is preconfigured so that it may work on a direct telephone connection.
If your telephone line requires you to dial a 9 (for example) to obtain an
outside line then you are on a telephone exchange or switchboard and
will need to configure the 9 (for example) in the terminal so it is able to
dial out of the telephone exchange.
To configure the PSTN prefix, press the menu key twice, and then
choose SUPERVISOR by pressing the F3 key. You will be asked to type
your current supervisor password, and confirm this by pressing the
enter key, and choose CONFIG by pressing the F3 key, followed by the
PSTN PREFIX by pressing the F3 key again. Type in the PSTN prefix
(typically 9) followed by the enter key.
 MENU, MENU, F3, [password], ENTER, F3, F3
If your telephone line is shared with other equipment, such as a
telephone or fax machine, then you will not be able to use your terminal
while using the telephone line with the other equipment. It is
recommended that your terminal should be used on a dedicated
telephone line.
If your telephone line has a voicemail/answering service or call waiting,
it is recommended that these features are turned off. It is also strongly
recommended that your terminal does not share with an alarm system
(RedCare line). Your terminal may not function correctly, and it may
invalidate your alarm/insurance policy.
If your telephone line has Broadband (ADSL) activated on it then you
must use an ADSL micro-filter between your terminal’s telephone line
lead and your BT socket. For more information on, and to purchase
additional ADSL micro-filters you should contact your ADSL internet
service provider.
Your terminal has been pre-configured to work on a LAN that has
Dynamic Host Configuration Protocol (DHCP) enabled; this means your
terminal will automatically be assigned an IP address on your LAN.
16
Terminal User Guide
Your Terminal
SIM Card Installation
Mobile terminals require a SIM card in order to communicate. The SIM
card will be supplied already installed.
In order to access the SIM card you must first remove the SIM access
cover by unclipping the catches and lifting the cover as shown.
Cut-out corner
The SIM card should be inserted into the holder marked SIM. Take care
to ensure that the SIM card is inserted in the correct manner; the chip
should be facing downwards with the cut-out corner of the SIM card as
shown.
DO NOT use any tools when installing or removing your SIM
card. To avoid damage to the SIM card holder, ensure that when
installing the SIM card you do not apply undue pressure or
push the SIM card beyond the natural limits of the SIM card
holder.
Only use the SIM card supplied to you by your terminal
supplier; if your SIM card is lost, stolen, or damaged you should
contact the terminal Helpdesk immediately.
17
Your Terminal
Terminal User Guide
Wi-Fi Setup
PCI DSS (version 2) specifies that WEP must not be used for
securing Wi-Fi networks used by payment terminals. PCI DSS
compliance requires the use of robust encryption and
authentication as provided by the IEEE 802.11i standard (i.e.
WPA or WPA2).
Wi-Fi terminals must only be connected to a Wi-Fi network operating
with either WPA or WPA2 Wi-Fi security standards; you should contact
your IT provider if you wish to check or amend your Wi-Fi network’s
configuration.
To enter the Wi-Fi configuration tool, press the menu key twice, and
then choose SUPERVISOR by pressing the F3 key. You will be asked to
type your current supervisor password, and confirm this by pressing the
enter key. Press the menu key, choose SHORT CUT by pressing the F1
key, press the menu key once more and choose WIFI SETUP by
pressing the F1 key.
 MENU, MENU, F3, [password], ENTER, MENU, F1, MENU, F1
You can use the up, down and enter keys to select the desired option:
NEW PROFILE
Create a new saved Wi-Fi connection profile.
ACTIVE PROFILE
Selects an existing saved Wi-Fi connection profile.
MODIFY PROFILE
Edit an existing saved Wi-Fi connection profile.
REMOVE PROFILE
Remove an existing saved Wi-Fi connection
profile.
Multiple Wi-Fi connection profiles (for different Wi-Fi networks) may be
saved in your terminal, allowing the most appropriate Wi-Fi network to
be used, at any given time, based on availability and the priority
weighting associated to each Wi-Fi connection profile.
18
Terminal User Guide
Your Terminal
Create a Wi-Fi Connection Profile
To create a new saved Wi-Fi connection profile select NEW PROFILE.
Connection Method:
1-Automatic Scan0000
2-Manual Connection
To scan for available Wi-Fi networks use
the up and down keys to select Automatic
Scan and press the enter key to begin.
Select Network:
Your terminal will scan for all available WiFi networks that are in range.
Scanning...
Select Network:
Network_1
0000
Network_2
...
All available Wi-Fi networks that are in
range will be displayed. Use the up and
down keys to select the required Wi-Fi
network name and press the enter key.
Security Type:
Home Security 0000
Enterprise Security
The security type associated with the
chosen Wi-Fi network will be automatically
selected; press the enter key to confirm this
selection.
Cypher:
None
WEP64
WEP128
WPA/WPA2
The cypher associated with the chosen WiFi network will be automatically selected;
press the enter key to confirm this
selection.
0000
Wi-Fi Password:
_
Priority:
[low=0/high=20]
1_
Enter the password associated with the
selected Wi-Fi network and press the enter
key to confirm.
If accepted, enter the priority weighting you
wish to associate to this Wi-Fi connection
profile and press the enter key.
You will receive a confirmation that the Wi-Fi connection profile has
been saved.
19
Your Terminal
Terminal User Guide
If you wish to create a Wi-Fi connection profile manually you
should choose Manual Connection; for this you will need to
enter the Wi-Fi network name (ESSID), security type and cypher
manually.
Selecting a Wi-Fi Connection Profile
If you have multiple saved Wi-Fi connection profiles you can manually
select which Wi-Fi connection profile to use by selecting ACTIVE
PROFILE.
Active Profile:
[Automatic]
0000
Network_1
Network_2
Use the up and down keys to select the WiFi connection profile that you wish to use
and press the enter key.
You will receive a confirmation that the Wi-Fi connection profile has
been selected.
Selecting [Automatic] will allow the most appropriate Wi-Fi network to
be used based on availability and the priority weighting associated to
each Wi-Fi connection profile.
Editing a Wi-Fi Connection Profile
If you need to change the security type, cypher, password or priority
associated to a saved Wi-Fi connection profile you should select MODIFY
PROFILE.
Modify Profile:
Network_1
0000
Network_2
Use the up and down keys to select the WiFi connection profile that you wish to edit
and press the enter key.
Follow the on-screen prompts, changing whichever attribute that you
wish to edit. You will receive a confirmation that the Wi-Fi connection
profile has been saved.
If you edit a saved Wi-Fi connection profile you will always be
asked to re-enter the password associated with the Wi-Fi
network.
20
Terminal User Guide
Your Terminal
Removing a Wi-Fi Connection Profile
If you need to delete a saved Wi-Fi connection profile you should select
REMOVE PROFILE.
Remove Profile:
Network_1
0000
Network_2
Use the up and down keys to select the WiFi connection profile that you wish to delete
and press the enter key.
You will receive a confirmation that the Wi-Fi connection profile has
been deleted.
Loading a Paper Roll
Your terminal is supplied with one paper roll already installed. When the
paper roll is nearing the end a red line will appear on the paper, this
indicates that the paper roll must be replaced.
To replace the paper roll:
Fig. 1a
Fig. 1b
Fig. 2
Fig. 3
1. Hold your terminal securely in one hand, with the other hand, and
by using two fingers; lift the printer cover release as shown. Fully
open the printer cover and remove the old roll of paper.
2. Unstick the end of the new roll, leaving the end free; carefully place
the paper roll into the printer compartment.
3. Holding the free end of the paper and your terminal, close the
printer cover carefully and push firmly until it locks.
4. While your terminal is displaying the idle screen, press and hold the
clear key to ensure that the paper feeds correctly.
You should only use approved paper rolls as supplied by your
terminal supplier. Only thermal paper rolls that are 57mm wide
and 40mm in diameter can be used in your terminal; attempting
to fit rolls of a different size may damage your terminal.
21
Your Terminal
Terminal User Guide
Reading Cards
Cards can be read in three different ways; these are explained below.
Magnetic Stripe Reader
Place the card with the magnetic stripe facing down and towards the
screen as illustrated, run the edge of the card along the bottom of the
card swipe slot on the right of your terminal. You should swipe the card
in one continuous movement and at an even speed.
If you see the prompt BAD SWIPE, check the orientation of the card and
try again.
If a chip card is swiped, your terminal will request that you insert the
same card into the chip card reader by displaying the prompt USE CHIP
READER.
22
Terminal User Guide
Your Terminal
Chip Card Reader
Chip cards should be inserted firmly into your terminal as illustrated with
the chip facing up and into the card reader.
If you see the prompt BAD READ, check the orientation of the card and
try again.
The card MUST remain inserted until your terminal prompts you
to remove the card. If the card is removed prematurely, the
transaction will be cancelled.
Chip cards can hold the details for more than one payment application
(for example MasterCard and Maestro). If the SELECT APPLICATION
screen is displayed after the card has been inserted, the cardholder
should select the payment application that they wish to use for the
transaction.
F1 MasterCard
F2 Maestro
Press F1 for MasterCard; or
Press F2 for Maestro.
SELECT APPLICATION
The payment application on a chip card may require confirmation after it
is selected. If prompted to do so you should press the enter key within
10 seconds.
23
Your Terminal
Terminal User Guide
Contactless Reader
Your Terminal includes an optional integrated contactless reader in
order to process contactless transactions. Whilst this option is referred
to in this User Guide it may not be available on your Terminal. Your
Terminal will have four status lights above the screen if this option is
available to you.
A contactless card should be presented by the customer only when
prompted to do so on the screen and the first status light is lit steadily.
The card should be presented towards the contactless logo
shown on the screen - at the centre of the contactless card
read zone.
When a contactless card is presented to your terminal during a
contactless transaction the second, third and fourth status lights will be
lit in turn. The card read is successful when all four status lights are lit
and the confirmation tone is heard. If the card is removed prior to this
the card read will be unsuccessful and the cardholder will be prompted
to re-present the card. A card read should take between 1 and 2
seconds.
24
Terminal User Guide
Transactions
3. Transactions
Performing Transactions
In order to perform a transaction in a quick and efficient manner you
may type in the transaction amount from the idle screen. This method
may be used to start any sale transaction, regardless of card type is (i.e.
contactless cards or cards with, or without, a chip).
Enter the transaction amount while the idle screen is being displayed by
typing in the amount in pence (i.e. 1234 for £12.34) followed by the
enter key. If you make a mistake when entering the amount you can
correct this by using the correction keys. Press the clear key once to
delete one character at a time. Press the cancel key to cancel the
amount entry and return to the idle screen.
Contactless card transactions are performed by this method and when
the transaction value is under the contactless card limit (e.g. £30.00).
Your terminal will only prompt for a card to be presented
when a contactless transaction is allowed. When a
contactless transaction is allowed your terminal will show a
contactless symbol on the screen.
Contactless transactions that are above a pre-set value (Floor Limit)
may go online/dial for authorisation.
If you consistently sell an item at the same price you can ‘recall’ the last
transaction amount by pressing the dot key while the idle screen is
being displayed. Your terminal will allow you to confirm if this is the
correct amount, and you can continue with the transaction by pressing
the enter key.
Alternatively the traditional method of starting the transaction by swiping
or inserting the card first may be utilised if required.
25
Transactions
Terminal User Guide
Contactless High Value Payment (HVP) – Wallet Payments
High Value Payments are contactless payments that are above the limit
for contactless cards (e.g. £30.00) but are protected by the cardholder
verifying themselves to the mobile phone either by the use of a scanned
thumb/fingerprint in the case of Apple Pay, or by the entry of a pass
code for other mobile phone manufacturers. This process is known as a
Cardholder Device Cardholder Verification Method or CDCVM for short.
This means that once HVP is enabled, the contactless logo will be
displayed on your terminal for all transactions rather than just those
under the contactless card limit (e.g. £30.00).
Acceptance of normal contactless cards for transactions below the £30
limit will continue as normal and, if a cardholder taps a contactless card
for a transaction above the £30 limit, the terminal will instruct them to
complete the transaction using chip and PIN.
In some cases, a cardholder may need to tap their mobile phone
against the contactless reader twice. This is because they have not pre
entered their CDCVM on their device prior to starting the transaction
and their device has prompted them to complete their CDCVM and tap
the phone again. The cardholder should follow the instructions on their
device to complete the transaction.
26
Terminal User Guide
Transactions
Dealing with Contactless Card Read Failures
A contactless card read may fail, and the customer will be prompted to
re-present their card.
If the card is removed too soon, before all four contactless status lights
are lit; before the confirmation tone is heard; or before prompted to
remove the card, the card read will fail.
£1.23
TRY AGAIN
If the card is removed too soon the card
read will fail. An alert tone will sound and
the customer will be prompted to re-present
the card.
If more than one contactless card is presented to the contactless card
read zone together then the card read will fail. This may occur if the
card is presented in a wallet with other contactless payment cards, or
other contactless cards such as public transport smart cards.
PLEASE PRESENT
ONLY ONE CARD
If more than one card is presented the card
read will fail. An alert tone will sound and
the customer will be prompted to re-present
the card.
In both cases the terminal will continue as per a normal contactless
sale, refer to the instructions for Sales - Contactless Cards to
complete the transaction.
Printing the Customer Copy (Duplicate)
Only the merchant copy is printed during a contactless transaction.
Because the transaction value is low and fast transaction times are
desired, the customer copy is not printed by default. Contact terminal
helpdesk if customer contactless receipts are required by default.
If the customer requires a receipt then a customer copy may be printed
any time until another transaction is performed by pressing the F1 key
whilst the idle screen is displayed. This prints a duplicate of the last
transaction taken and is not restricted to contactless transactions.
For security reasons the full card number is not shown on the
customer copy.
27
Transactions
Terminal User Guide
Sales - Inserted Cards (Method One)
The idle screen will be displayed.
READY
Handset: 01
Amount:
£21.34
£21.34
Touch/ Insert or Swipe Here
Amount:
Enter PIN:
£21.34
****
PIN OK
RETURN TERMINAL
>>DO NOT REMOVE CARD<
Please Wait
AUTH CODE: xxxxx
Printing
28
Enter the sale amount in pence (e.g. 2134
for £21.34) and press the enter key.
Confirm that the amount is correct and
insert the card into the card reader.
If a PIN is requested, the customer must
enter their PIN code followed by the enter
key.
After the customer has entered their PIN
they will be prompted to return the terminal
to you.
The terminal will connect to the acquirer for
authorisation.
If the transaction has been authorised then
an auth code will be displayed.
The terminal will print the merchant copy
for you to retain. If a signature is needed
the customer must sign this copy.
Terminal User Guide
Transactions
Signature OK?
F1 NO
YES F4
If required check the signature:
Press F1 for an invalid signature; or
Press F4 for a valid signature.
The terminal will print the customer copy to
give to the customer for them to retain.
Printing
The terminal will return to the idle screen.
Sales - Inserted Cards (Method Two)
The idle screen will be displayed, insert the
card into the card reader
READY
Handset: 01
Enter Sale:
£0.00
Amount:
Enter PIN:
****
£21.34
Enter the sale amount in pence (e.g. 2134
for £21.34) and press the enter key.
If a PIN is requested, the customer must
enter their PIN code followed by the enter
key.
The terminal will continue as per a normal sale, refer to the instructions
for Sales – Inserted Cards (Method One) to complete the transaction.
NEVER ask the customer to divulge their PIN Code. Customers
should be advised to ensure that they are not being overlooked
when entering their PIN Code.
DO NOT remove the card until the terminal has prompted you
to.
You MUST retain the merchant copy for your records; this copy
must be signed by the customer if a signature is requested.
29
Transactions
Terminal User Guide
Sales - Contactless Cards
The idle screen will be displayed.
READY
Handset: 01
Amount:
£1.23
£1.23
Touch/ Insert or Swipe Here
Enter the sale amount in pence (e.g. 123
for £1.23) and press the enter key.
Confirm that the amount is correct and
invite the customer to present their card to
the screen. The first status light on the left
will be lit.
CARD READ OK
PLEASE
REMOVE CARD
During the card read the second, third and
fourth status lights will be lit in turn. A
confirmation tone and message will be
displayed. The card can be removed from
the card read zone.
CONNECTING
If required, the terminal will connect to the
acquirer for authorisation.
APPROVED
PRINTING
The terminal will show the transaction
result, and will print the merchant copy for
you to retain.
The terminal will return to the idle screen.
The customer MUST NOT remove the card from the card read
zone until the terminal has prompted them to do so, sounded
the confirmation tone, and all status lights are lit steadily.
You MUST retain the merchant copy for your records; this copy
must be signed by the customer if a signature is requested.
30
Terminal User Guide
Transactions
Sales - Swiped Cards
The idle screen will be displayed, swipe the
card through the card swipe.
READY
Handset: 01
Enter Sale:
£0.00
Please Wait
AUTH CODE: xxxxx
Printing
Signature OK?
F1 NO
YES F4
Printing
Enter the sale amount in pence (e.g. 2134
for £21.34) and press the enter key.
The terminal will connect to the acquirer for
authorisation.
If the transaction has been authorised then
an auth code will be displayed.
The terminal will print the merchant copy
for you to retain. The customer must sign
this copy.
Check the signature:
Press F1 for an invalid signature; or
Press F4 for a valid signature.
The terminal will print the customer copy to
give to the customer for them to retain.
The terminal will return to the idle screen.
You MUST retain the merchant copy for your records; this copy
must be signed by the customer when a signature is requested.
31
Transactions
Terminal User Guide
Sales with Gratuity (Tip Mode)
You must ensure that this option is enabled on your acquirers
Merchant Account. Contact your acquirer to ensure that this
option is available to you.
Your terminal is not pre-configured to allow for Gratuities (i.e. tips). If
you would like the Gratuity mode enabled on your terminal please
contact the terminal Helpdesk.
Gratuity mode would commonly be used within the leisure industry in
order to allow the customer to add a tip to the final amount before
completing the transaction.
For sales with inserted cards, when Gratuity mode is enabled, your
terminal will prompt for the customer to enter a gratuity on the screen.
Alternatively your terminal can be configured to print an additional ticket
for the customer to fill in with any gratuity and the final transaction
amount. If you wish your terminal to be configured in this way please
contact the terminal Helpdesk.
For sales with swiped cards when Gratuity mode is enabled in this
manner, the merchant copy will allow the customer to fill in with any
gratuity and the final transaction amount. This is unaffected by the
method of entering the gratuity for inserted cards.
If you wish, your terminal can be configured to allow the entry via the
choosing of set monetary values, set percentages or a combination of
the two; contact the helpdesk if you wish to enable tips in this manner
When Gratuity mode is enabled, your terminal will only contact the
acquirer for authorisation after the final transaction amount (including
any gratuities) is known. For swiped cards this means that this is after
the terminal has printed the merchant copy for signature.
Due to the authorisation code being gained after the merchant copy is
printed, the authorisation code will not be shown. The authorisation
codes are printed on the transaction breakdown on the X and Z Balance
reports.
If you wish, your terminal can be configured to print an additional receipt
at the end of the transaction which shows the authorisation code and
the gratuity entered. If you wish your terminal to be configured in this
way please contact the terminal Helpdesk.
32
Terminal User Guide
Transactions
Sales with Gratuity - Inserted Cards (On Screen Method)
The idle screen will be displayed, insert
the card into the card reader
READY
Handset: 01
Enter Sale:
£0.00
Amount:
£21.34
Add Gratuity?
F1 NO
YES F4
Amount:
Gratuity:
£21.34
£0.00
F1 NO TIP
Amount:
Enter PIN:
£23.34
****
PIN OK
RETURN TERMINAL
>>DO NOT REMOVE CARD<
Please Wait
AUTH CODE: xxxxx
Enter the sale amount in pence (e.g.
2134 for £21.34) and press the enter key.
The customer must confirm if a gratuity is
to be added, or not.
If a gratuity is to be added, they must
enter the amount of the tip in pence (e.g.
200 for £2.00) and press the enter key.
The final amount will be shown. If a PIN
is requested, the customer must enter
their PIN code followed by the enter key.
After the customer has entered their PIN
they will be prompted to return the
terminal to you.
The terminal will connect to the acquirer
for authorisation.
If the transaction has been authorised
then an auth code will be displayed.
33
Transactions
Terminal User Guide
Printing
Signature OK?
F1 NO
YES F4
Printing
The terminal will print the merchant copy
for you to retain. If a signature is needed
the customer must sign this copy.
If required check the signature:
Press F1 for an invalid signature; or
Press F4 for a valid signature.
The terminal will print the customer copy to
give to the customer for them to retain.
The terminal will return to the idle screen.
NEVER ask the customer to divulge their PIN Code. Customers
should be advised to ensure that they are not being overlooked
when entering their PIN Code.
DO NOT remove the card until the terminal has prompted you
to.
You MUST retain the merchant copy for your records; this copy
must be signed by the customer if a signature is requested.
34
Terminal User Guide
Transactions
Sales with Gratuity - Inserted Cards (On Ticket Method)
The idle screen will be displayed, insert the
card into the card reader
READY
Handset: 01
Enter Sale:
£0.00
Enter the sale amount in pence (e.g. 2134
for £21.34) and press the enter key.
The terminal will print the Final Amount
copy to give to the customer for them to fill
out as appropriate.
Printing
Enter Final Amount:
£0.00
F1 NO TIP
Enter the final amount of the sale in pence
(e.g. 2334 for £21.34 + £2.00 tip) and press
the enter key.
Amount:
£23.34
Enter PIN:
****
PRESS CANCEL / ENTER
The final amount will be shown. If a PIN is
requested, the customer must enter their
PIN code followed by the enter key.
PIN OK
After the customer has entered their PIN
they will be prompted to return the terminal
to you.
DO NOT REMOVE CARD
RETURN TERMINAL
Please Wait
AUTH CODE: xxxxx
The terminal will connect to the acquirer for
authorisation.
If the transaction has been authorised then
an auth code will be displayed.
35
Transactions
Terminal User Guide
Printing
Signature OK?
F1 NO
YES F4
Printing
The terminal will print the merchant copy
for you to retain. If a signature is needed
the customer must sign this copy.
If required check the signature:
Press F1 for an invalid signature; or
Press F4 for a valid signature.
The terminal will print the customer copy to
give to the customer for them to retain.
The terminal will return to the idle screen.
NEVER ask the customer to divulge their PIN Code. Customers
should be advised to ensure that they are not being overlooked
when entering their PIN Code.
DO NOT remove the card until the terminal has prompted you
to.
You MUST retain the merchant copy for your records; this copy
must be signed by the customer if a signature is requested.
36
Terminal User Guide
Transactions
Sales with Gratuity - Swiped Cards
The idle screen will be displayed, swipe the
card through the card swipe.
READY
Handset: 01
Enter Sale:
£0.00
The terminal will print the merchant copy
for you to retain. The customer must sign
and fill out this copy.
Printing
Signature OK?
F1 NO
YES F4
Enter Final Amount:
£0.00
F1 NO TIP
AUTH CODE: xxxxx
Printing
Enter the sale amount in pence (e.g. 2134
for £21.34) and press the enter key.
Check the signature:
Press F1 for an invalid signature; or
Press F4 for a valid signature.
Enter the final amount of the sale in pence
(e.g. 2334 for £21.34 + £2.00 tip) and press
the enter key.
The terminal will connect to the acquirer for
authorisation, if the transaction is
authorised then an auth code will be
displayed.
The terminal will print the customer copy to
give to the customer for them to retain.
The terminal will return to the idle screen.
You MUST retain the merchant copy for your records; this copy
must be signed by the customer if a signature is requested.
37
Transactions
Terminal User Guide
Sales with Cashback
You must ensure that this option is enabled on your acquirers
Merchant Account. Contact your acquirer to ensure that this
option is available to you; this option may not be available for
all account types.
Your terminal is not pre-configured to allow for Sales with Cashback. If
you would like Cashback mode enabled on your terminal please contact
the terminal Helpdesk.
The idle screen will be displayed, insert or
swipe the customer’s card.
READY
Handset: 01
Enter Sale:
£0.00
Cashback?
F1 NO
YES F4
Enter Cashback:
£0.00
Enter the sale amount in pence (e.g. 2134
for £21.34) and press the enter key.
If cashback is allowed for the customer’s
card the terminal will display a cashback
prompt:
Press F1 for No; or Press F4 for Yes.
Enter the cashback amount in pence and
press the enter key.
If cashback is not required press the enter
key without entering an amount.
The terminal will continue as per a normal sale, refer to the instructions
for the appropriate sale transaction type to complete the transaction.
Cashback is only available on Debit Cards, and normally has a
limit of £50.00.
38
Terminal User Guide
Transactions
Split Bills
Your terminal is not pre-configured to allow for Split Bills. If you would
like the Split Bill functionality enabled on your terminal please contact
the terminal Helpdesk.
The Split Bill functionality would commonly be used within the leisure
industry in order to break down a bill associated with a table into
amounts that can be paid by each person using differing payment
methods.
The options available for Split Bills are:
PER PERSON
Allows the bill to be split equally between multiple
customers.
PER COUPLE
Allows the bill to be split equally between multiple
customers, but allows for one person to pay per
couple.
VARIABLE SPLIT
Allows the bill to be split unequally between
multiple customers.
Surcharging
Your terminal is not pre-configured to allow for Surcharging. If you
would like the Surcharge functionality enabled on your terminal please
contact the terminal Helpdesk.
The Surcharge functionality would commonly be used within the leisure
& service industries in order to add a surcharge of a set amount or set
percentage rate to the total of the bill automatically. For example you
could automatically apply a surcharge of 10% to all transactions over
£10.00, and a £1.00 surcharge to all transactions of £10.00 and less.
You can discuss your specific requirements by contacting the terminal
Helpdesk.
39
Transactions
Terminal User Guide
Refunds
The idle screen will be displayed, press the
menu key once.
READY
Handset: 01
F1
F2
F3
F4
MAILORDER
REFUND
CASH
SALE
Select the REFUND menu option by pressing
the F2 key.
Enter Password:
Enter the Supervisor password and press
the enter key.
*****
Enter Refund:
£0.00
£21.34
40
Enter the refund amount in pence (e.g.
2134 for £21.34) and press the enter key.
Touch/ Insert or Swipe Here
Confirm that the amount is correct and
touch, insert or swipe the card.
Please Wait
The terminal will connect to the acquirer for
authorisation.
REFUND ACCEPTED
If the transaction has been successful then
REFUND ACCEPTED will be displayed.
Printing
The terminal will print the merchant copy
for you to retain. If a signature is needed
the customer must sign.
Terminal User Guide
Transactions
Signature OK?
F1 NO
YES F4
Printing
If required check the signature:
Press F1 for an invalid signature; or
Press F4 for a valid signature.
The terminal will print the customer copy to
give to the customer for them to retain.
The terminal will return to the idle screen.
DO NOT remove the card until the terminal has prompted you
to.
You MUST retain the merchant copy for your records; this copy
must be signed by the customer if a signature is requested.
If your terminal has Gratuity/Tip mode enabled then the
signature check will be done BEFORE the terminal dials the
acquirer for authorisation.
41
Transactions
Terminal User Guide
Mailorder Transactions (Customer Not Present)
You must ensure that this option is enabled on your acquirers
Merchant Account.
Your terminal is pre-configured for Mailorder (Customer Not Present)
transactions.
Mailorder transactions are performed without the customer or the card
being present. All card details must be manually entered so please take
note of what information will be asked for by your terminal.
If supported by your acquirer and by the card type taken, you will have
the option of entering the CSC (Card Security Code) and using the AVS
(Address Verification Service).
The CSC is the last three digits of the number printed on the signature
strip on the back of the card.
For American Express cards there is a four digit Card Security
Code printed on the front of the card, any numbers on the
signature strip should be ignored.
To use AVS checking, you will be prompted to input the numerical digits
only from the customer’s postcode and address.
The response from the acquirer will then give you the result of the
security checks to help you decide if you wish to continue with the
transaction.
Mailorder - CSC/AVS Results
Please be aware that the CSC/AVS result is intended only to guide you
in a decision to void or confirm an already authorised transaction.
Contact your acquirer for more information and details of liability.
DATA MATCHED
Both the CSC and AVS data matches.
AVS MATCH ONLY
Only the AVS data matches.
CSC MATCH ONLY
Only the CSC data matches.
DATA NON MATCH
Neither the CSC nor AVS data matches.
NOT CHECKED
The data was not checked.
The data may not be checked if the service is not supported or if there is
a temporary system failure.
42
Terminal User Guide
Transactions
Mailorder - Sales & Refunds
The idle screen will be displayed, press the
menu key once.
READY
Handset: 01
F1
F2
F3
F4
MAILORDER
REFUND
CASH
SALE
Select the MAILORDER menu option by
pressing the F1 key.
MAILORDER
F1 REFUND
SALE F4
Choose the required transaction type:
Press F1 for REFUND; or
Press F4 for SALE.
MAILORDER SALE
Key Card No:
_
Key in the customer’s card number and
press the enter key.
Expires (MMYY):
If you see this prompt, enter the card’s
expiry date in an MMYY format and press
the enter key.
_
Start Date (MMYY):
_
Issue Number:
_
Enter CSC:
_
If you see this prompt, enter the card’s start
date in an MMYY format and press the
enter key.
If you see this prompt, enter the card’s
issue number and press the enter key.
If you see this prompt, enter the card’s
three or four digit Card Security Code
(CSC) and press the enter key.
43
Transactions
Terminal User Guide
Postcode Nums:
If you see this prompt, enter the numbers
from the card’s billing address postcode
(e.g. 16 for NW1 6XE) and press the enter
key.
_
Address Nums:
If you see this prompt, enter the numbers
from the card’s billing address (e.g. 221 for
221b Baker Street) and press the enter
key.
_
Enter Sale:
£0.00
Please Wait
AUTH CODE: xxxxx
DATA MATCHED
F1 VOID
CONFIRM F4
Printing
RETAIN RECEIPT
PRESS ENTER / OK
44
Enter the sale amount in pence (e.g. 2134
for £21.34) and press the enter key.
The terminal will connect to the acquirer for
authorisation.
If the transaction has been authorised then
an auth code will be displayed, together
with the CSC/AVS check result.
You must decide whether to continue with
the transaction:
Press F1 to VOID the transaction; or
Press F4 to CONFIRM and continue with the
transaction.
The terminal will print the merchant copy
for you to retain.
Tear off the merchant copy and press the
enter key.
Terminal User Guide
Transactions
Printing
The terminal will print the customer copy to
be sent to the customer for them to retain.
The terminal will return to the idle screen.
The card Issue Number must be entered in the correct format; if
the number is printed as 01 on the card then it must be entered
as 01 and not as 1.
CSC and AVS checks are not mandatory for some acquirers,
therefore if you do not wish to enter a value for, or do not know,
the CSC or for the Postcode Numbers or Address Numbers,
then you can press the enter key without entering a value.
If the address does not have any numbers, i.e. they have only a
house name, then you should press the enter key without
entering a value.
If the address contains a flat number and a house number, i.e.
Flat 2, 29 Acacia Road you should enter all the numbers in
order. In this example you would type 229 followed by the enter
Key.
45
Transactions
Terminal User Guide
Account Verification
You must ensure that this option is enabled on your acquirers
Merchant Account. Contact your acquirer to ensure that this
option is available to you.
In order to check that a customer’s card is valid an Account Verification
can be performed. Typically this would be used before opening a bar
tab, or any situation where a low value Pre-Authorisation would
otherwise be performed. An Account Verification has no value and
therefore does not affect the available balance on the customer’s bank
account.
To perform an Account Verification press the menu key three times,
then choose ACC VERIFY by pressing the F3 key.
 MENU, MENU, MENU, F3
Insert, swipe or key the customer’s card.
INSERT OR SWIPE
CUSTOMER CARD
The terminal will continue as per a normal sale with the exception that
an amount is not prompted for, refer to the instructions for the
appropriate sale transaction type to complete the transaction.
When an Account Verification is successful then ACCOUNT VERIFIED will
be displayed on the terminal and printed on the transaction receipts.
Account Verification receipts carry the extra text of ACCOUNT
VERIFICATION to indicate that the transaction details are not captured
by the acquirer.
Account Verification may not be available on all card types.
If the ACC VERIFY option is not shown in the menu on your
terminal then the Account Verification functionality is not
available to you.
46
Terminal User Guide
Transactions
Hotel Mode
You must ensure that this option is enabled on your acquirers
Merchant Account. Contact your acquirer to ensure that this
option is available to you.
When a large value transaction is expected (typically in Hotel or Rental
environments), a Pre-Authorisation can be made for the expected value,
to check the customer’s card is valid and the customer has enough
credit available for the transaction.
If the expected value increases, then further Pre-Authorisations can be
made. The final amount is fully authorised and captured by using the
Completion function.
To perform a Hotel Mode transaction press the menu key three times,
then choose HOTEL by pressing the F1 key.
 MENU, MENU, MENU, F1
HOTEL MODE
F1 PREAUTH
COMPLTE F4
Choose the required transaction type:
Press F1 for PREAUTH; or
Press F4 for COMPLTE.
A Pre-Authorisation (PREAUTH) transaction proceeds as for a Sale
transaction. If the customer’s card number is keyed in, then you will be
asked to confirm if the customer is present. These transactions do not
include gratuities.
The transaction details are not captured by the acquirer, so the
customer’s bank account IS NOT debited, although the available credit
on the customer’s bank account will be reduced by the amount
authorised.
Authorisation codes typically expire after 7 days (or 3-4 days for
Maestro cards). If the transaction is not submitted within that
time the customer’s available balance will be restored by the
authorised amount.
A Completion (COMPLTE) transaction requires the most recent
authorisation code and the total amount of all pre-auths, in addition to
the final amount to be debited from the customer’s card. This
transaction will require a signature check and the acquirer will capture
the transaction details, so the customer’s bank account is debited.
47
Transactions
Terminal User Guide
Reversals
If a mistake in a transaction is identified immediately after the
transaction has been completed, then the transaction can be completely
reversed by selecting the Reversal function within 30 seconds of the
end of the transaction.
This function is particularly useful when the wrong transaction amount
has been entered, and the mistake is only noticed on the customer
copy.
To perform a Reversal press the menu key twice, then choose
REVERSAL by pressing the F4 key.
 MENU, MENU, F4
If the 30 second timer has not expired then your terminal will perform
the Reversal, contacting the acquirer if necessary.
When a Reversal has been successfully performed the original
transaction and the Reversal will not appear on the customer’s bank
statement.
The original transaction and the Reversal will appear on your Banking
and X/Z Balance reports. Reversals are recorded as the opposite of the
original transaction: if you reverse a Sale then the Reversal will be
shown as a Refund; or if you reverse a Refund then the Reversal will be
shown as a Sale.
Duplicate Receipts
Your terminal can produce a duplicate copy of the customer receipt for
the last completed transaction.
To print a duplicate ticket press the menu key three times, then choose
DUPLICATE by pressing the F4 key.
 MENU, MENU, MENU, F4
All duplicate copies will have the word DUPLICATE printed at the top of
the receipt.
You can print a duplicate customer copy receipt quickly by
pressing the F1 key when your terminal is displaying the idle
screen.
48
Terminal User Guide
Transactions
Cash Advance
You must ensure that this option is enabled on your acquirers
Merchant Account. Contact your acquirer to ensure that this
option is available to you; this option may not be available for
all account types.
Your terminal is not pre-configured to allow for Cash Advance. If you
would like Cash Advance mode enabled on your terminal please contact
the terminal Helpdesk.
The idle screen will be displayed, press the
menu key once.
READY
Handset: 01
F1
F2
F3
F4
MAILORDER
REFUND
CASH
SALE
Select the CASH menu option by pressing
the F3 key.
Insert or swipe the customer’s card.
INSERT OR SWIPE
CUSTOMER CARD
Enter Cash Adv:
£0.00
Enter the transaction amount in pence (e.g.
2134 for £21.34) and press the enter key.
The terminal will continue as per a normal sale, refer to the instructions
for the appropriate sale transaction type to complete the transaction.
49
Transactions
Terminal User Guide
Authorisation Only
You must ensure that this option is enabled on your acquirers
Merchant Account. Contact your acquirer to ensure that this
option is available to you.
An Authorisation Only transaction gives an authorisation code for a
specific amount against a customer’s card without the capture of the
transaction details by the acquirer.
This facility is intended for merchants who wish to bank transactions
using a different system, or to check that the customer has enough
credit for a transaction.
The transaction does NOT debit the customers bank account or credit
your merchant account. The transaction value is NOT added to the
terminal totals. When an Authorisation Only transaction is done the
available credit on the customers bank account will be reduced by the
amount authorised.
Authorisation Only transactions may be submitted to the acquirer
through the Forced Transaction function. These transactions do not
include gratuities.
To perform an Authorisation Only transaction press the menu key twice,
then choose AUTH by pressing the F2 key.
 MENU, MENU, F2
FF1
F2
F3
F4
REPORTS
AUTH
SUPERVISOR
REVERSAL
Select the desired Authorisation Only
transaction
type
and
perform
the
transaction as normal.
Authorisation Only receipts carry the extra text of AUTHORISATION ONLY
to indicate that the transaction details are not captured by the acquirer.
Authorisation codes typically expire after 7 days (or 3-4 days for
Maestro cards). If the transaction is not submitted within that
time the customer’s available balance will be restored by the
authorised amount.
50
Terminal User Guide
Transactions
Declined Transactions
The customer’s card, card issuer or the acquirer can decline to
authorise any transaction.
A declined response from the acquirer’s host system will display a
message on your terminal in place of the usual AUTH CODE: xxxxx
message. This can be, for example, DECLINED, NOT AUTHORISED, or
RETAIN CARD. This message will be displayed on the screen for up to 60
seconds, or until the enter key is pressed.
A declined receipt will be printed which clearly indicates that the
transaction has not been authorised. It will also show the message from
the acquirer.
Transactions with an inserted Chip card may be declined by the card
without the terminal contacting the acquirer’s host system. You should
advise the customer to contact their card issuer and request another
means of payment.
If your terminal is unable to contact the acquirer for a transaction with an
inserted Chip card, the transaction maybe declined by the card with the
message COMMS FAILURE DECLINED.
If the COMMS FAILURE DECLINED message is displayed there
may be a problem with your telephone or LAN connection. This
will be indicated by the diagnostic (DIAG) codes printed on the
receipt. Refer to the section entitled Diagnostic Codes for more
details.
If you are prompted to retain the customer card you should
follow the standard procedures as laid down by your acquirer.
51
Transactions
Terminal User Guide
Referrals
A transaction may be referred for voice authorisation if an extra security
check is required by the acquirer. The terminal will display or print
instructions to call the acquirer. If a telephone number is not shown
please use the standard voice authorisation number as supplied by that
acquirer.
Once you have dialled or made a note of the telephone number press
the enter key to continue.
Please be ready to quote your merchant number, the full card number
and any referral message that was displayed (such as REFERRAL B or
CODE 10 REFER). The authorisation centre may need to speak to the
customer.
If requested to do so by the authorisation centre operator, you
may remove the card from your terminal after a referral request
in order to do further visual checks on the card; at all other
times, you should only remove the card when prompted to do
so by your terminal.
If the transaction is authorised by the authorisation centre, your terminal
will prompt you to enter both your supervisor password and the
authorisation code. You should take care entering the authorisation
code to avoid unnecessary chargebacks from your acquirer.
Your terminal will also refer transactions if it is unable to contact the
acquirer. This can happen during exceptionally busy periods when the
acquirer’s host system cannot answer the authorisation request.
If you experience a high volume of referrals there may be a
problem with your telephone or LAN connection. This will be
indicated by the diagnostic (DIAG) codes printed on the receipt.
Refer to the section entitled Diagnostic Codes for more details.
FRAUD ALERT: If you receive a telephone call asking you to
use a temporary authorisation centre telephone number for all
card transactions. Your acquirer will never contact you in this
manner.
52
Terminal User Guide
Transactions
Forced Transactions
The Forced Transaction function allows for the completion of a
transaction following a referral or voice authorisation. It also provides
the opportunity to capture the details of transactions authorised by
means other than your terminal. For example, card transactions
authorised using paper vouchers and calls to the authorisation centre
during a power cut, or transactions previously authorised using the
Authorisation Only function.
You must have a valid authorisation code before performing a Forced
Transaction.
To perform a forced transaction press the menu key three times, then
choose FORCE TRANS by pressing the F2 key. You will be asked to type
your supervisor password, and then press enter.
 MENU, MENU, MENU, F2, [password], ENTER
Select the desired transaction type.
HOTEL
FORCE TRANS
DUBPLICATE
Select the desired transaction type.
MAILORDER
REFUND
CASH
SALE
Insert, swipe or key the customer’s card.
INSERT OR SWIPE
CUSTOMER CARD
Enter Auth Code
Enter the authorisation code for the
transaction and press the enter key.
_
123
The terminal will continue as normal, refer to the instructions for
transaction type that you chose to complete the transaction.
53
Transaction Receipts
Terminal User Guide
4. Transaction Receipts
Merchant Copy - Signature Transactions
Inserted or Swiped Cards with Signature (Merchant Copy)
Merchant Name
Merchant Address 1
Merchant Address 2
Merchant ID
Transaction
Referencing
Card AID & Label
Terminal ID
M:12345678
TID:22160000
WAITER:02
TABLE:00000001
HANDSET:01
S 2
VISA DEBIT
AID: A0000000031010
Inserted Cards Only
VISA DEBIT
Card Details
4444 3333 2222 1111
EXP 12/16
STT 12/10
ISS 1
ICC
EXP for Expiry Date
STT for Start Date
ISS for Issue Number
Transaction Type
SALE
AMOUNT
£21.34
TOTAL
£21.34
Sequence Number
Card Issuer
Card Number
Entry Method
ICC for Inserted Cards
SWIPED for Swiped Cards
KEYED for Keyed Cards
CONTACTLESS for Contactless Cards
SIGN BELOW
Signature Section
-----------------------PLEASE DEBIT MY ACCOUNT
Date & Time
Transaction Number
01/01/11 12:00
AUTH CODE: 123ABC
TXN 0002
DIAG 8282
MERCHANT COPY
PLEASE RETAIN RECEIPT
54
Auth Code
Diagnostic Code
Terminal User Guide
Transaction Receipts
Inserted or Swiped Cards with Signature and Gratuity (Merchant Copy)
Merchant Name
Merchant Address 1
Merchant Address 2
Merchant ID
Transaction
Referencing
Card AID & Label
Terminal ID
M:12345678
TID:22160000
WAITER:03
TABLE:00000004
HANDSET:01
S 4
VISA DEBIT
AID: A0000000031010
Inserted Cards Only
VISA DEBIT
Card Details
4444 3333 2222 1111
EXP 12/16
STT 12/10
ISS 1
ICC
EXP for Expiry Date
STT for Start Date
ISS for Issue Number
Transaction Type
SALE
AMOUNT
£21.34
GRATUITY
........
TOTAL
........
Sequence Number
Card Issuer
Card Number
Entry Method
ICC for Inserted Cards
SWIPED for Swiped Cards
KEYED for Keyed Cards
CONTACTLESS for Contactless Cards
SIGN BELOW
Signature Section
-----------------------PLEASE DEBIT MY ACCOUNT
Date & Time
Transaction Number
01/01/11 12:04
AUTH CODE: 123ABC
TXN 0003
DIAG 4141
Auth Code
Diagnostic Code
MERCHANT COPY
PLEASE RETAIN RECEIPT
55
Transaction Receipts
Terminal User Guide
Merchant Copy - PIN Transactions
Inserted Cards with PIN Entry (Merchant Copy)
Merchant Name
Merchant Address 1
Merchant Address 2
Merchant ID
Transaction
Referencing
Terminal ID
M:12345678
TID:22160000
WAITER:01
TABLE:00000003
HANDSET:01
S 5
VISA DEBIT
AID: A0000000031010
Card AID & Label
Card Details
EXP for Expiry Date
STT for Start Date
ISS for Issue Number
Transaction Type
Transaction Number
4444 3333 2222 1111
EXP 12/16
STT 12/10
ISS 1
ICC
SALE
AMOUNT
£21.34
TOTAL
£21.34
01/01/11 12:11
AUTH CODE: 123ABC
TXN 0004
DIAG 8241
MERCHANT COPY
PLEASE RETAIN RECEIPT
56
Card Issuer
VISA DEBIT
PIN VERIFIED
PLEASE DEBIT MY ACCOUNT
Date & Time
Sequence Number
Card Number
Entry Method
ICC for Inserted Cards
SWIPED for Swiped Cards
KEYED for Keyed Cards
CONTACTLESS for Contactless Cards
Successful PIN Entry
Auth Code
Diagnostic Code
Terminal User Guide
Transaction Receipts
Inserted Cards with PIN Entry and Gratuity (Merchant Copy)
Merchant Name
Merchant Address 1
Merchant Address 2
Merchant ID
Transaction
Referencing
Terminal ID
M:12345678
TID:22160000
WAITER:03
TABLE:00000004
HANDSET:01
S 7
VISA DEBIT
AID: A0000000031010
Card AID & Label
Card Details
EXP for Expiry Date
STT for Start Date
ISS for Issue Number
Transaction Type
Transaction Number
Card Issuer
VISA DEBIT
4444 3333 2222 1111
EXP 12/16
STT 12/10
ISS 1
ICC
SALE
AMOUNT
GRATUITY
£21.34
£2.00
TOTAL
£23.34
PIN VERIFIED
PLEASE DEBIT MY ACCOUNT
Date & Time
Sequence Number
01/01/11 12:13
AUTH CODE: 123ABC
TXN 0005
DIAG 8282
Card Number
Entry Method
ICC for Inserted Cards
SWIPED for Swiped Cards
KEYED for Keyed Cards
CONTACTLESS for Contactless Cards
Successful PIN Entry
Auth Code
Diagnostic Code
MERCHANT COPY
PLEASE RETAIN RECEIPT
57
Transaction Receipts
Terminal User Guide
Merchant Copy - Contactless Transactions
Contactless Cards (Merchant Copy)
Merchant Name
Merchant Address 1
Merchant Address 2
Merchant ID
Transaction
Referencing
Terminal ID
M:12345678
TID:22160000
WAITER:01
TABLE:00000003
HANDSET:01
S 9
VISA DEBIT
AID: A0000000031010
Card AID & Label
Card Details
EXP for Expiry Date
STT for Start Date
ISS for Issue Number
Transaction Type
Transaction Number
4444 3333 2222 1111
EXP 12/16
STT 12/10
ISS 1
CONTACTLESS
SALE
AMOUNT
£1.23
TOTAL
£1.23
01/01/11 12:30
AUTH CODE: 123ABC
TXN 0006
DIAG 52
MERCHANT COPY
PLEASE RETAIN RECEIPT
58
Card Issuer
VISA DEBIT
NO CARDHOLDER
VERIFICATION
Date & Time
Sequence Number
Card Number
Entry Method
ICC for Inserted Cards
SWIPED for Swiped Cards
KEYED for Keyed Cards
CONTACTLESS for Contactless Cards
Successful
Contactless Read
Auth Code
Diagnostic Code
Terminal User Guide
Transaction Receipts
Customer Copy
Keyed Cards with Signature (Customer Copy)
Merchant Name
Merchant Address 1
Merchant Address 2
Merchant ID
Transaction
Referencing
Card Issuer
Card Details
EXP for Expiry Date
STT for Start Date
ISS for Issue Number
Transaction Type
M:****5678
TID:****0000
WAITER:01
TABLE:00000003
HANDSET:01
Terminal ID
S 10
VISA DEBIT
************1111
EXP 12/16
STT 12/10
ISS 1
KEYED
Card Number
Entry Method
SALE
AMOUNT
£21.34
TOTAL
£21.34
SIGNATURE VERIFIED
THANKYOU FOR YOUR CUSTOM
Date & Time
Transaction Number
Sequence Number
01/01/11 12:32
AUTH CODE: 123ABC
TXN 0007
DIAG 8241
ICC for Inserted Cards
SWIPED for Swiped Cards
KEYED for Keyed Cards
CONTACTLESS for Contactless Cards
Confirmed
Signature Prompt
Auth Code
Diagnostic Code
CUSTOMER COPY
PLEASE RETAIN RECEIPT
For security reasons the full card number is not shown on the
customer copy.
59
Transaction Receipts
Terminal User Guide
Inserted Cards with PIN Entry (Customer Copy)
Merchant Name
Merchant Address 1
Merchant Address 2
Merchant ID
Transaction
Referencing
Terminal ID
M:****5678
TID:****0000
WAITER:03
TABLE:00000004
HANDSET:01
S 5
VISA DEBIT
AID: A0000000031010
Card AID & Label
Card Details
EXP for Expiry Date
STT for Start Date
ISS for Issue Number
Transaction Type
Transaction Number
Card Issuer
VISA DEBIT
************1111
EXP 12/16
STT 12/10
ISS 1
ICC
Card Number
Entry Method
SALE
AMOUNT
£21.34
TOTAL
£21.34
PIN VERIFIED
THANKYOU FOR YOUR CUSTOM
Date & Time
Sequence Number
01/01/11 12:11
AUTH CODE: 123ABC
TXN 0004
DIAG 8241
ICC for Inserted Cards
SWIPED for Swiped Cards
KEYED for Keyed Cards
CONTACTLESS for Contactless Cards
Successful PIN Entry
Auth Code
Diagnostic Code
MERCHANT COPY
PLEASE RETAIN RECEIPT
For security reasons the full card number is not shown on the
customer copy.
60
Terminal User Guide
Transaction Receipts
Contactless Cards (Customer Copy)
DUPLICATE
Merchant Name
Merchant Address 1
Merchant Address 2
Merchant ID
Transaction
Referencing
Terminal ID
M:****45678
TID:****60000
9
WAITER:01
TABLE:00000003
HANDSET:01
S
Sequence Number
Card Issuer
Card AID & Label
VISA DEBIT
AID: A0000000031010
VISA DEBIT
Card Number
Card Details
EXP for Expiry Date
STT for Start Date
ISS for Issue Number
************1111
EXP 12/16
STT 12/10
ISS 1
CONTACTLESS
Entry Method
ICC for Inserted Cards
SWIPED for Swiped Cards
KEYED for Keyed Cards
CONTACTLESS for Contactless Cards
Transaction Type
SALE
AMOUNT
£1.23
TOTAL
£1.23
NO CARDHOLDER
VERIFICATION
Successful
Contactless Read
Date & Time
Transaction Number
01/01/11 12:30
AUTH CODE: 123ABC
TXN 0006
DIAG 52
Auth Code
Diagnostic Code
CUSTOMER COPY
PLEASE RETAIN RECEIPT
For security reasons the full card number is not shown on the
customer copy.
Only the merchant copy is printed during a contactless
transaction. If the customer requires a receipt then the
customer copy can be printed by pressing the F1 key whilst the
idle screen is displayed.
61
Transaction Receipts
Terminal User Guide
Pre-Paid Cards (Customer Copy)
Merchant Name
Merchant Address 1
Merchant Address 2
Merchant ID
Transaction
Referencing
Terminal ID
M:****5678
TID:****0000
WAITER:03
TABLE:00000004
HANDSET:01
S 5
VISA DEBIT
AID: A0000000031010
Card AID & Label
Card Details
EXP for Expiry Date
STT for Start Date
ISS for Issue Number
Transaction Type
Pre-Paid Card
Available Balance
Transaction Number
Card Issuer
VISA DEBIT
Card Number
************1111
EXP 12/16
STT 12/10
ISS 1
ICC
Entry Method
SALE
AMOUNT
£21.34
TOTAL
£21.34
ICC for Inserted Cards
SWIPED for Swiped Cards
KEYED for Keyed Cards
CONTACTLESS for Contactless Cards
AVAILABLE:
£1000.00
PIN VERIFIED
THANKYOU FOR YOUR CUSTOM
Date & Time
Sequence Number
01/01/11 12:11
AUTH CODE: 123ABC
TXN 0004
DIAG 8241
Successful PIN Entry
Auth Code
Diagnostic Code
MERCHANT COPY
PLEASE RETAIN RECEIPT
For security reasons the full card number is not shown on the
customer copy.
The Pre-Paid Card available balance is shown only on the
customer copy.
62
Terminal User Guide
Transaction Receipts
Declined and Void Receipts
If the transaction is declined by the acquirer or by an inserted Chip card,
the terminal will print a declined receipt, as shown below. The text
printed below the Date and Time is the response from message from
the acquirer.
Example Declined Receipt (Customer Copy)
Merchant Name
Merchant Address 1
Merchant Address 2
Merchant ID
Transaction
Referencing
Card Issuer
Card Details
EXP for Expiry Date
STT for Start Date
ISS for Issue Number
Transaction Type
Date & Time
Transaction Number
M:****5678
TID:***0000
WAITER:02
TABLE:00000010
HANDSET:01
Terminal ID
S 11
VISA DEBIT
************1111
EXP 12/16
STT 12/10
ISS 1
SWIPED
Sequence Number
Card Number
Entry Method
SALE
AMOUNT
£21.34
TOTAL
£21.34
* * * * * * * * *
*
D E C L I N E
* * * * * * * * *
THANKYOU FOR YOUR
* * *
D
*
* * *
CUSTOM
01/01/11 12:40
NOT AUTHED
TXN 0008
DIAG 41
ICC for Inserted Cards
SWIPED for Swiped Cards
KEYED for Keyed Cards
CONTACTLESS for Contactless Cards
Result Indication
Acquirer Message
Diagnostic Code
CUSTOMER COPY
PLEASE RETAIN RECEIPT
For security reasons the full card number is not shown on the
customer copy.
If you have had any voided transactions you must perform an
End of Day report to ensure that the acquirer receives
confirmation that the transaction(s) have been voided.
63
Transaction Receipts
Terminal User Guide
VOID
If the Result Indication shows VOID then the transaction
has been cancelled by the operator.
CANCELLED
If the transaction was cancelled by pressing the cancel
key, the message below the date/time will read
CANCELLED.
SIGNATURE
INVALID
If the transaction was cancelled by the operator selecting
NO to the signature check, then the text below the Date
and Time will read SIGNATURE INVALID.
Transaction Referencing
Your terminal is not pre-configured to allow for Transaction Referencing.
If you would like Transaction Referencing to be enabled on your
terminal please contact the terminal Helpdesk.
Transaction Referencing can be used to reference each transaction’s
ticket to a specific terminal operator, or location. The most common use
of Transaction Referencing is in the leisure industry for use by Waiters
(operator) and Tables (location).
The labels for these references are completely customisable for your
needs, so you could have Room Number (in a Hotel), or Invoice ID (in
an office based business), or maybe Customer ID. Please contact the
terminal Helpdesk if you wish to customise these labels.
64
OPERATOR
Operator ID (Waiter ID) is printed on both the merchant
and customer copy of the transaction receipts. You will
also have a sub-report on your X/Z Balance reports which
breakdown the transactions including gratuities (if
enabled) by each operator. Operator ID has a range from
1 to 99.
LOCATION
Location ID (Table ID) is printed on both the merchant and
customer copy of the transaction receipts. Location ID can
be up to twenty-five characters in length and formed of
both letters and numbers if required.
HANDSET
Handset ID is enabled by default, and allows you to simply
reference which terminal was used to take the transaction,
when you have more than one terminal in use in your
business. The default value of 01 can be changed, refer to
the section entitled Supervisor Menus for more details.
Terminal User Guide
Reports
5. Reports
Your terminal can produce a number of reports to aid in banking and
transaction management.
END OF DAY
One-touch End of Day procedure.
BANKING
A reconciliation report with the acquirers.
X BALANCE
A transaction total print without a reset.
Z BALANCE (!)
A transaction total print with a reset.
The time span over which the X and Z Balance reports cover is simply
defined by when the reports are done, but it is important that a Banking
or End of Day report is done once each trading day.
At the end of each trading day you should perform an End of
Day report (or a Banking and Z Balance report). This will give
you a full record of all business done that day and will allow for
the fastest possible processing of funds into your merchant
account.
If you do not complete an End of Day report there will be a delay
in you receiving funds. If you have had any voided transactions
you must perform an End of Day report to ensure that the
acquirer receives confirmation that the transaction(s) have been
voided.
There are several common features across the totals and sub-totals on
all of the reports that are available.




DR indicates that the value of transactions shown is in your favour -
the value shown will be debited from customers.
CR indicates that the value of transactions shown is not in your
favour - the value shown will be credited to customers.
The number of transactions that add up to the total shown will
always be shown on the left of the value.
Any gratuity and cashback amounts are included in the TOTAL and
SUB-TOTAL, as well as in the breakdown by transaction type (i.e.
Sales or Refunds).
Always check that your paper roll is not about to run out, before
doing any reports.
65
Reports
Terminal User Guide
End of Day Report
Your terminal is provided with an End of Day report that allows you to
print both the Z Balance and the Banking reports from the one place.
This simplifies your end of day procedure and ensures that you do the
correct reports each day.
The End of Day report prints first the Z Balance, followed by Banking for
all acquirers. After the report has printed you should ensure that the
Banking report shows TOTALS CONFIRMED for each acquirer, and that
the totals are consistent with the Z Balance report.
To perform an End of Day report press the menu key twice, then
choose REPORTS by pressing the F1 key. You will be asked to type your
supervisor password, then press enter, choose END OF DAY by
pressing the F1 key.
 MENU, MENU, F1, [password], ENTER, F1
Reports performed by the End of Day function will look exactly the same
as if they were done separately, however above each report title will be
the legend of END OF DAY.
Example End of Day report
END OF DAY
Z BALANCES
Totals Reset
Merchant Name
Merchant Address 1
Merchant Address 2
END OF DAY
BANKING
Merchant Name
Merchant Address 1
Merchant Address 2
Please refer to the following sections entitled Banking Report and Z
Balance Report for more details on the contents of each report.
Your terminal can be configured to automatically perform the End of
Day report at a set time each day (or a specific range of days) to make
this process even more streamlined. If you would like the Auto End of
Day functionality enabled on your terminal please contact the terminal
Helpdesk.
66
Terminal User Guide
Reports
Banking Report
Performing a Banking report reconciles the transaction totals held in the
terminal with the totals held by each acquirer. The terminal may need to
contact some or all of the acquirers to complete this report.
Transactions are listed by acquirer, and are also shown by card type
(issuer) under that acquirer. Reconciliations are done by sessions;
these sessions are tracked by both the terminal and the acquirer.
The totals listed under CURRENT SESSION were carried out during the
current reconciliation session and will be processed by the acquirer at
the end of the session.
The totals listed under PREVIOUS SESSION were carried out during the
previous reconciliation session and have already been processed by the
acquirer.
To understand the concept of sessions, the PREVIOUS SESSION on
today’s reports will be the same as the CURRENT SESSION on
yesterday’s report, and so on. If these totals do not match then you may
be doing your report outside of the acquirer’s specified banking window.
You should contact your acquirer(s) to find out when your
specified banking window is, if you do your Banking report
outside of this time then your reports may not reconcile
correctly.
The result for each acquirer’s reconciliation is shown below the
acquirer’s name.
TOTALS CONFIRMED
Shown if the totals held by the acquirer and the
terminal agree.
Shown if the totals held by the acquirer and the
terminal do not agree. The report will show the
totals held by the terminal and the acquirer
TOTALS NOT AGREED
separately to show the difference. You should
contact the acquirer to ensure that all expected
funds have been transferred.
CANNOT CONFIRM
TOTALS
Shown when the terminal cannot contact the
acquirer to check the totals. The diagnostic code
printed will indicate the reason for the
communications failure.
67
Reports
Terminal User Guide
To perform a Banking report for ALL acquirers press the menu key
twice, then choose REPORTS by pressing the F1 key. You will be asked
to type your supervisor password, then press enter, choose BANKING by
pressing the F2 key, followed by the F1 key to choose ALL.
 MENU, MENU, F1, [password], ENTER, F2, F1
To perform a Banking report for a SINGLE acquirer press the menu key
twice, then choose REPORTS by pressing the F1 key. You will be asked
to type your supervisor password, then press enter, choose BANKING by
pressing the F2 key, followed by the F4 key to choose SINGLE. Press F4
repeatedly for NEXT until the acquirer required is displayed, select this
by pressing enter.
 MENU, MENU, F1, [password], ENTER, F2, F4
The Banking report is a constitutional part of the End of Day
Report. If you do an End of Day report then you do not need to
perform a separate Banking report.
If you do not complete an End of Day report (or the Banking and
Z Balance separately), money may not be collected from the
customer and will lead to a delay in you receiving funds.
68
Terminal User Guide
Reports
Example Banking report (Acquirer 1)
BANKING
Merchant Name
Merchant Address 1
Merchant Address 2
Terminal ID
Acquirer Name
Merchant ID
TID:22160001
01/01/11 23:54
HANDSET:01
Print Date & Time
--==++oooo++==-ACQUIRER 1
TOTALS CONFIRMED
01/01/11 23:54
M:12345678
TID:22160001
Acquirer Result
TOTALS CONFIRMED
The totals were agreed for
this acquirer
Current Session Number
Transaction Range
Current Session - relates to
the Transaction breakdown
on the Z Balance Report
CURRENT SESSION:
3
TXN NOs
0041-0089
Sales
47
£844.06
Refunds
1
£5.00
TOTAL
Issuer Breakdown
Current Session totals for each
Issuer linked to this acquirer.
This section will not appear this
acquirer has only one Issuer
Transaction Range
Previous Session
Issuer Breakdown
Previous Session totals for each
Issuer linked to this acquirer.
This section will not appear this
acquirer has only one Issuer
Transaction Number
DR £839.06
VISA CREDIT
Sales
18
SUB-TOTAL DR
£319.83
£319.83
ELECTRON
Sales
29
Refunds
1
SUB-TOTAL DR
£524.23
£5.00
£519.23
PREVIOUS SESSION:
TXN NOs
0025-0040
Sales
13
£100.41
Refunds
2
£20.00
TOTAL
DR
£80.41
VISA CREDIT
Sales
8
Refunds
2
SUB-TOTAL DR
£85.08
£20.00
£65.08
MAESTRO
Sales
5
SUB-TOTAL DR
£25.33
£25.33
SESSION NOW CHANGED TO 4
TXN 0090
DIAG 76
--==++oooo++==--
Current Session
The breakdown of totals for the current
banking session. Combining the
Current Session totals for all acquirers
should match the Grand Total on the Z
Balance Report
Previous Session
The breakdown of totals for the
previous banking session
Session Message
Diagnostic Code
DIAG 76 indicates that a successful
online banking was performed
69
Reports
Terminal User Guide
Example Banking report continued (Acquirer 2)
Acquirer Name
Merchant ID
--==++oooo++==-ACQUIRER 2
TOTALS UNCONFIRMED
01/01/11 23:55
M:87654321
TID:22160001
Acquirer Result
TOTALS UNCONFIRMED
The totals were not checked
for this acquirer
Current Session Number
Transaction Range
Current Session - relates to
the Transaction breakdown
on the Z Balance Report
CURRENT SESSION:
2
TXN NOs
0039-0042
Sales
1
£10.00
Refunds
1
£20.00
TOTAL
Transaction Range
Previous Session
Transaction Number
CR
£10.00
Current Session
The breakdown of totals for the current
banking session. Combining the
Current Session totals for all acquirers
should match the Grand Total on the Z
Balance Report
PREVIOUS SESSION:
TXN NOs
0025-0038
Sales
8
£827.19
Refunds
1
£40.00
TOTAL
DR
£787.19
Previous Session
TXN 0046
DIAG 828282
--==++oooo++==--
Diagnostic Code
The breakdown of totals for the
previous banking session
DIAG 828282 indicates that the acquirer was
unable to be reached due to three
communications errors (82)
TOTALS UNCONFIRMED means that the totals were in balance
after the last online transaction so are probably correct, but
they have not been checked during the reconciliation because,
in this case, a communications error (see the section entitled
Diagnostic Codes for more details). If the reconciliation is
attempted again and the terminal again fails to contact the
acquirer, the report will indicate CANNOT CONFIRM TOTALS.
This acquirer has only one issuer, so no breakdown by issuer is
shown.
70
Terminal User Guide
Reports
Example Banking report continued (Acquirer 3)
Acquirer Name
Merchant ID
--==++oooo++==-ACQUIRER 3
TOTALS NOT AGREED
CALL ACQUIRER
01/01/11 23:56
M:11223344
TID:22160001
--==**==-HOST AND TERMINAL TOTALS
DO NOT AGREE:
HOST: ACQUIRER 3
Sales
8
£787.19
Disputed Totals
Only shown when totals are not agreed.
The totals returned by the acquirer are
printed together with the terminal totals
for comparison
Current Session
TOTAL
CR £787.19
TERMINAL:
Sales
3
TOTAL
CR £500.00
£500.00
--==**==-CURRENT SESSION:
3
TXN NOs
0016-0019
Sales
3
£500.00
TOTAL
DR
£500.00
Report Summary
If some or all of the acquirers do
not give TOTALS CONFIRMED
responses then a summary of the
issues is shown
Acquirer Totals
Number of transactions and amounts
recorded by the host.
Terminal Totals
Number of transactions and amounts
recorded by the terminal.
Current Session
The Current Session indicates that there
have been 3 transactions for this
acquirer recorded by the terminal.
The breakdown of totals for the
previous banking session
TXN 0020
DIAG 7376
--==++oooo++==-CAUTION
Acquirers attempted
Agreed
Not Agreed
Unconfirmed
TOTALS NOT AGREED
The terminal totals did not
match the host’s totals for this
acquirer
Previous Session
PREVIOUS SESSION:
No Business
Transaction Number
Acquirer Result
Diagnostic Code
DIAG 7376 indicates that the totals
are out of balance (73) and a
successful online
banking was performed (76)
3
1
1
1
REPORT COMPLETE
The acquirer totals will match the current session totals if the
Banking report is completed daily during the banking window, if
it is not completed in this way then this total may differ.
This acquirer has had no business, so no breakdown by issuer
is shown.
71
Reports
Terminal User Guide
X Balance Report
The X Balance report is sometimes referred to as an End of Shift
Balance report. This is because it allows you to print a total of all
transactions performed since the last Z Balance report. The X Balance
may be printed at any time throughout the day.
Transactions are listed by card type, and by Operator ID (Waiter ID for
example, if enabled) showing transactions together with any gratuities
or cashback (if enabled) by each operator.
A list of all transactions done since the last Z Balance was completed is
also shown.
The totals within the terminal will not be reset after printing an X
Balance.
To perform an X Balance report press the menu key twice, then choose
REPORTS by pressing the F1 key. You will be asked to type your
supervisor password, then press enter, choose X BALANCE by pressing
the F3 key.
 MENU, MENU, F1, [password], ENTER, F3
The X Balance report is exactly the same as the Z Balance excepting
the totals are not reset.
Example X Balance report
X BALANCES
Totals Not Reset
Merchant Name
Merchant Address 1
Merchant Address 2
Please refer to the following section entitled Z Balance Report for more
details on the contents of the X Balances report.
72
Terminal User Guide
Reports
Z Balance Report
The Z Balance report is sometimes referred to as an End of Day
Balance report. This is because it allows you to print a total of all
transactions performed since the last Z Balance report. The Z Balance
should be printed at end of each trading day.
Transactions are listed by card type, and by Operator ID (Waiter ID for
example, if enabled) showing transactions together with any gratuities
or cashback (if enabled) by each operator.
A list of all transactions done since the last Z Balance was completed is
also shown.
The totals within the terminal will be reset after printing a Z
Balance.
To perform a Z Balance report press the menu key twice, then choose
REPORTS by pressing the F1 key. You will be asked to type your
supervisor password, then press enter, choose Z BALANCE(!) by
pressing the F4 key.
 MENU, MENU, F1, [password], ENTER, F4
The Z Balance report is exactly the same as the X Balance excepting
the totals are reset in the terminal once the report is complete. The
terminal will display PLEASE WAIT and a short progress indication while
the totals are being reset.
The Z Balance report is a constitutional part of the End of Day
Report. If you do an End of Day report then you do not need to
perform a separate Z Balance report.
If you do not complete an End of Day report (or the Banking and
Z Balance separately), money may not be collected from the
customer and will lead to a delay in you receiving funds.
73
Reports
Terminal User Guide
Example Z Balance Report (Totals and Breakdown by Issuer)
Z BALANCES
Totals Reset
Merchant Name
Merchant Address 1
Merchant Address 2
Terminal ID
Last Z Balance
The date & time when the last
Z Balance Report was printed
Total
Includes
Shows the total value of Tips and
Cashback for example (if enabled)
included within the Grand Totals
TID:22160001
01/01/11 23:47
HANDSET:01
Print Date & Time
GRAND TOTALS
Since 31/12/10 23:50
Sales
Refunds
48
4
£854.06
£40.00
TOTAL
DR £814.06
Includes
Tips
Cashback
30
5
Grand Totals
Summarises all transactions
performed since the last
Z Balance Report was printed
£61.24
£50.00
--==++oooo++==--
Last Z Balance
The date & time when the last
Z Balance Report was performed
BREAKDOWN BY
ISSUER
Since 31/12/10 23:50
AMERICAN EXPRESS
Sales
1
Refunds
1
SUB-TOTAL
CR
£10.00
£35.00
£25.00
Issuer Breakdown
VISA CREDIT
Sales
18
SUB-TOTAL
DR
£319.83
£319.83
ELECTRON
Sales
Refunds
SUB-TOTAL
£524.23
£5.00
£519.23
29
1
DR
--==++oooo++==--
74
The breakdown of all transactions
performed since the last Z Balance Report
was printed, for each Issuer (i.e. card
type). For clarity Tips and Cashback are
not shown in this section. All SUB-TOTAL
values add up to the TOTAL shown on the
report; note that values shown as CR must
be subtracted to give the final total
Terminal User Guide
Reports
Example Z Balance Report continued (Breakdown by Waiter and
Transaction Log)
--==++oooo++==-Last Z Balance
The date & time when the last
Z Balance Report was printed
BREAKDOWN BY WAITER
Since 31/12/10 23:50
WAITER ID:
Sales
Refunds
SUB-TOTAL
Includes
Tips
Cashback
WAITER ID:
Sales
Refunds
SUB-TOTAL
Includes
Tips
Cashback
25
2
DR
01
£562.68
£35.00
£527.68
17
3
£38.50
£30.00
23
1
DR
02
£291.38
£5.00
£286.38
13
2
£22.74
£20.00
Waiter Breakdown
The breakdown of all transactions
performed since the last Z Balance
Report was printed, for each Operator
(i.e. Waiter). For convenience Tips and
Cashback for example (if enabled) are
shown with each Operator.
This section is only printed if
Transaction Referencing is enabled
--==++oooo++==-TRANSACTIONS
Example Transactions
S35 represents an authorised transaction
S36 represents an authorised transaction
S37 represents a transaction declined
by the acquirer
S38 represents a transaction cancelled before
connection to the acquirer
S39 represents an authorised transaction
S40 to S92 are not shown
S93 represents an Authorisation Only
transaction shown by the (A) label -it is NOT
added to the Grand Totals
S94 represents a transaction that was voided
at the signature check
S95 represents an authorised transaction
S96 represents an authorised transaction
S97 represents an authorised transaction
Seq Txn
S35
T0041
S36
T0042
S37
T0043
S38
S39
T0044
RESULT
AUTH CODE:27
£36.00
AUTH CODE:00321
£15.00
DECLINED
£9006.00
CANCELLED
AUTH CODE:16
£48.16
Transaction Log
S93
T0086 A
S94
S95
T0087
S96
T0088
S97
T0089
AUTH CODE:19
£22.00
VOID
£50.00
AUTH CODE:0227
£5.00
AUTH CODE:28642
£17.86
AUTH CODE:0227
£14.51
--==++oooo++==--
Detail of all transactions performed
since the last Z Balance Report was
printed.
For each transaction the Sequence
Number of the transaction (S) together
with the result. Each receipt has a
different S number even if the
transaction was cancelled before the
amount was entered.
If a transaction went online second line
showing the Transaction Number (T).
The full transaction amount is also
shown (inclusive of any Tips and
Cashback for example). Transaction
numbers are per acquirer meaning that
the same T number could be shown for
two different transactions, but the S
number will not be the same
REPORT COMPLETE
75
Reports
Terminal User Guide
Stored Report
A Stored Transaction report may be printed to show how many
transactions are stored in the terminal, awaiting transmission to the
host.
Up to five transactions may be stored in the terminal per acquirer. A
transaction may be stored after voice referral, or by using the Forced
Transaction or Hotel Mode Completion functions.
Do not print this report unless instructed to do so by the
terminal Helpdesk.
To perform a Stored report for ALL acquirers press the menu key twice,
then choose REPORTS by pressing the F1 key. You will be asked to type
your supervisor password, then press enter, press the menu key once
more, choose STORED by pressing the F1 key, followed by the F1 key to
choose ALL.
 MENU, MENU, F1, [password], ENTER, MENU, F1, F1
To perform a Stored report for a SINGLE acquirer press the menu key
twice, then choose REPORTS by pressing the F1 key. You will be asked
to type your supervisor password, then press enter, press the menu key
once more, choose STORED by pressing the F1 key, followed by the F4
key to choose SINGLE. Press F4 repeatedly for NEXT until the acquirer
required is displayed, select this by pressing enter.
 MENU, MENU, F1, [password], ENTER, MENU, F1, F4
76
Terminal User Guide
Reports
TMS Report
Approximately once a month your terminal will call the Terminal
Management System (TMS) to receive any updates to the software,
details of new card schemes, and any changes to your configuration.
This call will take place automatically, normally outside of standard
trading hours.
After the TMS call has taken place your terminal will print a TMS report,
indicating if the communication was successful or has failed.
If the TMS call is interrupted part way through downloading a new or
updated configuration file, for example due to a communications
problem, the terminal will be set into a NOT READY state, and will not be
usable until the file has been downloaded.
If your terminal displays the NOT READY status message then your
terminal is not initialised. Press menu once, and choose the SETUP
menu option. You should contact the terminal Helpdesk if the problem
persists after a successful TMS call.
Example successful TMS report
TMS CALL
Merchant Name
Merchant Address 1
Merchant Address 2
Terminal ID
Print Date & Time
TID:22160001
S/N:01234WL12345678
02/01/11 02:36
CONNECTED:
CONIG DATA:
Serial Number
OK
OK
Result
REPORT COMPLETE
The status of CONNECTED may be; OK (if successfully connected to the
TMS), or FAIL (if unable to connect to the TMS).
The status of CONFIG DATA may be; OK (if download was successful),
FAIL (if download was not successful), or NOT REQUIRED (if no update
was required).
77
Troubleshooting
Terminal User Guide
6. Supervisor Functions
Supervisor Password
The Supervisor password is designed to limit access to the Supervisor
functions (such as the Supervisor Menus, or Refund transactions) on
the terminal to those who have access to the password.
Your terminal is shipped with an initial default password of 01483, but is
configured so that a change of this password is required before you
process any transactions. If you forget your password, please contact
the terminal Helpdesk who will be able to reset the password back to
the default.
The following passwords are not valid choices for your
Supervisor password: 01483, 1234, 0000, or 9999.
Any other numerical password of four or more digits will be a
valid Supervisor password.
The Supervisor password allows entry into the Refund option
on the terminal.
To change your Supervisor password press the menu key twice, then
choose SUPERVISOR by pressing the F3 key. You will be asked to type
your current supervisor password (i.e. 01483), then press enter, choose
PASSWORD by pressing the F2 key, followed by the F4 key to choose
CHANGE PWD.
 MENU, MENU, F3, [password], ENTER, F2, F4
You will need to enter your new numerical password (4 digits or more)
twice, pressing the enter key after each input, before the Supervisor
password is updated to this new value.
If your terminal is lost or stolen you should contact the terminal
Helpdesk immediately.
You are strongly advised to ensure that privileged access to your
terminal (including access to the Supervisor password) is only granted
to staff that have been independently verified as being trustworthy.
78
Terminal User Guide
Troubleshooting
Supervisor Password Change (Initial Transaction)
If you have not changed the Supervisor password before you process
your first transaction the terminal will prompt you to change the
password from the default during the transaction.
A New Password
Must Be Selected
During the transaction, you will be
prompted that the password needs to be
changed, press any key to continue.
ENTER NEW PASSWORD
Enter a new password and press the enter
key.
****
RE-ENTER PASSWORD
****
Parameter Saved
Re-enter the new password and press the
enter key.
A confirmation will be shown if the two
entries match and the password has been
changed.
The terminal will continue as normal, refer to the instructions for
transaction type that you chose to complete the transaction.
Refund Password
Your terminal is configured to use the Supervisor password to protect
both the Refund and the Supervisor functions. If you would like a
separate password enabled in order to protect the Refund function
please contact the terminal Helpdesk.
This feature could be used to allow one member of staff the added
ability to perform a Refund; while allowing another member(s) of staff
the ability to perform the Supervisor functions.
79
Troubleshooting
Terminal User Guide
Supervisor Menus
The Supervisor menus allow access to various management functions
in your terminal. To be able to access the Supervisor menu, you must
use the Supervisor password.
To access the Supervisor menus press the menu key twice, then
choose SUPERVISOR by pressing the F3 key. You will be asked to type
your current supervisor password, and confirm this by pressing the
enter key.
 MENU, MENU, F3, [password], ENTER
Once you have access to the Supervisor menus, press the menu key to
cycle through the various menu screens.
The following pages show a summary of the Supervisor functions and
how to access them, and what they do.
Some Supervisor functions MUST only be used when instructed
to do so by the terminal Helpdesk.
80
Terminal User Guide
Troubleshooting
First Supervisor Menu Screen
HANDSET ID
F1
Allows the HANDSET ID value displayed on the idle
screen and printed on each ticket to be set. The
default value is 01.
PASSWORD
F2
Allows the various passwords in the terminal to be
reset or changed. Enters the PASSWORD menu - see
next section.
CONFIG
F3
Allows the access to various extended configuration
options. Enters the CONFIG menu - see next section.
F4
Allows the terminal to perform a test with some, or
all, of the acquirers loaded on the terminal. Do not
use this feature unless instructed to do so by the
terminal Helpdesk.
LOGON
Second Supervisor Menu Screen (press menu once)
SHORT CUT
F1
Allows access to advanced configuration options.
Enters the SHORT CUT menu - see next section.
TIPS
F2
Allows the Gratuity/Tip mode to be switched on and
off. Setting TIPS to ON, sets OP MODE to LATE.
F3
Allows the setting of when the terminal will contact
the acquirer for authorisation during the transaction.
Gratuity/Tip mode is only available in LATE mode.
Setting OP MODE to EARLY, sets TIPS to OFF.
F4
Immediately sets off a configuration data call to the
Terminal Management System (TMS). Do not use
this feature unless instructed to do so by the
terminal Helpdesk.
OP MODE
CALL TMS
81
Troubleshooting
Terminal User Guide
Third Supervisor Menu Screen (press menu twice)
F1
Allows the international dialling code to be set. Do
not use this feature unless instructed to do so by the
terminal Helpdesk.
SALETYPE
F2
Allows the default transaction type to be set, so the
transaction type will begin as soon as a card is
swiped or inserted from the idle screen. If REFUND is
set then the Supervisor password check will not be
done.
TERM PARAM
F3
Allows the setting of internal terminal options. Do
not use this feature unless instructed to do so by the
terminal Helpdesk.
F4
Immediately sets off a software upgrade call to the
Terminal Management System (TMS). Do not use
this feature unless instructed to do so by the
terminal Helpdesk.
INTL
UPGRADE
Fourth Supervisor Menu Screen (press menu three times)
82
DATE TIME
F1
Allows the date and time to be set. The date and
time is automatically updated when a successful
TMS call is made.
BACKLIGHT
F2
Allows the setting of the time taken after a key is
pressed before the backlight turns off.
AUTO-OFF
F3
Allows the setting of the time taken after a key is
pressed before the terminal enters power save
mode.
RELEASE
F4
Prints a summary report of software versions loaded
on the terminal. Do not use this feature unless
instructed to do so by the terminal Helpdesk.
Terminal User Guide
Troubleshooting
Supervisor Sub-Menus
There are three Supervisor sub-menus. They are the Password menu,
the Config menu and the Shortcut menu. They allow access to extended
options within the Supervisor menus.
To access the Password menu press the menu key twice, then choose
SUPERVISOR by pressing the F3 key. You will be asked to type your
current supervisor password, and confirm this by pressing the enter key,
and choose PASSWORD by pressing the F2 key.
 MENU, MENU, F3, [password], ENTER, F2
Below is a summary of the functions within the Password menu and
how to access them, and what they do.
Some Supervisor functions MUST only be used when instructed
to do so by the terminal Helpdesk.
Password Menu Screen
F1
Deletes all datasets for one or all acquirers from the
terminals memory. Do not use this feature unless
instructed to do so by the terminal Helpdesk.
F2
Allows the Message Authentication Code (MAC)
key to be reset to the initial value for one or all
acquirers. Do not use this feature unless instructed
to do so by the terminal Helpdesk.
TMS RESET
F3
Allows
the
secure
password
used
for
communications to the TMS to be reset to the initial
value. Do not use this feature unless instructed to
do so by the terminal Helpdesk.
CHANGE PWD
F4
Allows the Supervisor password (and/or Refund
password) to be changed. The new password must
be used for all future password requests.
DELETE ACQ
MAC RESET
83
Troubleshooting
Terminal User Guide
To access the Config menu press the menu key twice, then choose
SUPERVISOR by pressing the F3 key. You will be asked to type your
current supervisor password, and confirm this by pressing the enter key,
and choose CONFIG by pressing the F3 key.
 MENU, MENU, F3, [password], ENTER, F3
Below is a summary of the functions within the Config menu and how to
access them, and what they do.
Some Supervisor functions MUST only be used when instructed
to do so by the terminal Helpdesk.
First Config Menu Screen
PRINT EMV
F1
Prints EMV data loaded on the terminal. Do not use
this feature unless instructed to do so by the
terminal Helpdesk.
PRINT CERTS
F2
Prints Certificates loaded on the terminal. Do not
use this feature unless instructed to do so by the
terminal Helpdesk.
PSTN PREFIX
F3
Allows the telephone network (PSTN) prefix number
to be set. For further information refer to the section
entitled PSTN & Ethernet Connectivity.
GSM N/W TEST
F4
Prints a rolling data sheet of the mobile network. Do
not use this feature unless instructed to do so by the
terminal Helpdesk.
Second Config Menu Screen (press menu once)
SEL GSM N/W
84
F1
Allow the selection of a different mobile network. Do
not use this feature unless instructed to do so by the
terminal Helpdesk.
Terminal User Guide
Troubleshooting
To access the Shortcut menu press the menu key twice, then choose
SUPERVISOR by pressing the F3 key. You will be asked to type your
current supervisor password, and confirm this by pressing the enter key.
Press the menu key and choose SHORT CUT by pressing the F1 key.
 MENU, MENU, F3, [password], ENTER, MENU, F1
Below is a summary of the functions within the Shortcut menu, how to
access them and what they do.
Some Supervisor functions must only be used when instructed
to do so by the terminal Helpdesk.
Shortcut Menu Screen
CONTACTLESS
F1
Configures the internal/external Contactless Reader
support. Do not use this feature unless instructed to
do so by the terminal Helpdesk.
PINPAD
F2
Configures the external PINPad support. Do not use
this feature unless instructed to do so by the
terminal Helpdesk.
EPOS INTERF
F3
Configures the EPoS (till) Interface functionality. Do
not use this feature unless instructed to do so by the
terminal Helpdesk.
BLUETOOTH
F4
Allows the terminal to be associated to a Bluetooth
base. Do not use this feature unless instructed to do
so by the terminal Helpdesk.
Second Shortcut Menu Screen (press menu once)
WIFI SETUP
F1
Configures the Wi-Fi network. Do not use this
feature unless instructed to do so by the terminal
Helpdesk.
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Troubleshooting
Terminal User Guide
7. Troubleshooting
Frequently Asked Questions
Q My terminal displays NOT

READY on the idle screen, what do I do?
Your terminal is not initialised, or has failed an automatic TMS call.
Press menu once, and choose the SETUP menu option. You should
contact the terminal Helpdesk if the problem persists after a
successful TMS Call.
Q What can I do if the terminal does not print anything on the paper,
does the ink need replacing?

Your terminal uses a thermal printer and so does not require any
ink. You should ensure that the paper is inserted in the correct
orientation, as thermal paper only prints on one side. Refer to the
section entitled Loading a Paper Roll for more information. Printing
can be tested by using the DUPLICATE function to produce a
duplicate receipt. Only use approved paper rolls from your terminal
supplier. If the printer housing or printer roller is damaged you
should contact the terminal Helpdesk.
Q What should I do if I have forgotten my Supervisor password?

You should first try the default password of 01483, if this is not the
password then please contact the terminal Helpdesk who will reset
the password back to the default value.
Q What does it mean if my mobile terminal displays the message ENTER
SIM CODE?

Only use the SIM Card supplied to you by your terminal supplier. If
you have been supplied with a replacement SIM Card (for example
a faulty or lost SIM Card) your terminal will request a new activation
code. Check the documentation which came with the SIM Card. If
you cannot locate the SIM Code then please contact the terminal
Helpdesk who will provide you with the appropriate SIM Code.
Q What does it mean when the terminal displays
PIN
TRIES
EXCEEDED?

86
The card has been locked after too many failed PIN entry attempts.
It may be possible to perform a PIN Bypass. The customer should
contact their card issuer to change their PIN, or if they do know it
they can unlock it at any ATM.
Terminal User Guide
Troubleshooting
Q What should I do if my mobile terminal fails to display a mobile
network name on the screen, even though the provided SIM is inserted
correctly?


Your terminal requires a good mobile network signal in order to
operate, if you are in an area that mobile phones do not operate
then the terminal will, also, not operate. You should move to an
area of good mobile network signal.
If you are in an area of good mobile network signal you should try to
turn the terminal off, leave for about 30 seconds and turn the
terminal back on. If the problem persists you should contact the
terminal Helpdesk.
Q What should I do if my Bluetooth terminal shows a flashing number,
or no number, on the Bluetooth status section of the screen?


If the number is flashing ensure that the base unit with the Serial
Number displayed is powered on and in range. If this is the case
then power off the terminal and the base unit. Power back on the
base unit and then place the terminal on that base unit and wait for
the Bluetooth status to update. If the problem persists you should
contact the terminal Helpdesk.
If there is no number displayed then power off the terminal and the
base unit. Power back on the base unit and then place the terminal
on that base unit and wait for the Bluetooth status to update. You
should refer to the section entitled Bluetooth Association for
further details. If the problem persists you should contact the
terminal Helpdesk.
Q What do I do if the customer has forgotten their PIN code?

If your acquirer allows it, you can perform a PIN Bypass to bypass
the entry of the PIN code, by pressing the cancel key followed
promptly by the menu key twice. If the card allows the PIN Bypass
you may find that the acquirer declines the transaction.
Transactions taken by PIN Bypass are subject to chargebacks so
you should make other careful checks on the card and cardholder
as laid out by your acquirer. For more information on the use of PIN
Bypass please contact your acquirer.
Q I would like to refer a transaction before I attempt a transaction on the
terminal as I am suspicious?

You should contact the authorisation centre and ask for a ‘Code 10
Referral’, this alerts the operator why you are asking for the referral,
without arousing suspicion with the customer.
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Troubleshooting
Terminal User Guide
Q Every transaction that I take is producing a referral, am I doing
something incorrectly?


Mobile terminals require a good mobile network signal in order to
operate, if you are in an area that mobile phones do not operate
then the terminal will, also, not operate. You should move to an
area of good mobile network signal. If no mobile network is shown
on the screen then you should check that the SIM is installed
correctly. You should refer to the section entitled SIM Card
Installation for further details. If the problem persists you should
contact the terminal Helpdesk.
Bluetooth terminals require either a telephone line or LAN in order
to operate. You should check that the base unit is connected
correctly and that the telephone line or LAN are working correctly.
You should refer to the sections entitled Base Overview and PSTN
& Ethernet Connectivity for further details. If the problem persists
you should contact the terminal Helpdesk. If there is a problem with
the telephone line or internet connection you should contact your
telecommunications supplier.
Q My totals on the Z Balance and Banking reports do not match, what
do I do?

The Z Balance report totals give you a total of all transactions done
across all acquirers. The Banking report totals give you the total for
each acquirer. You should try to add up all the individual totals
across all acquirers on the Banking to try to reconcile with the Z
Balance total. The current session totals on the Banking shows all
transactions for that session - if you perform the Z Balance and
Banking at the same time every trading day this should match the
totals on the Z Balance. If you still cannot match the totals you
should contact the terminal Helpdesk. Please ensure that you have
all relevant reports with you when you call. It is possible that you will
be asked for the proceeding day’s reports as well.
Q A number of contactless transactions prompt that the card should be
inserted or swiped, is this normal?

It is routine that a contactless card will require a further security
check occasionally. If the card is used for a lot of contactless
transactions then this should be expected.
Q How do I adjust the contrast of the screen? (iWL221 & iWL222 only)

88
While the terminal is displaying the idle screen press and hold the
dot key and the down or up keys for at least 5 seconds.
Terminal User Guide
Troubleshooting
Q I am unable to take contactless transactions, am I doing something
incorrectly?



The contactless option will only become active when the transaction
amount is under the contactless limit (e.g. £30.00).
Not all cards are enabled for contactless transactions, please
ensure that the card presented to terminal is a contactless card, the
customer should contact their card issuer if they are unsure.
Ensure that the contactless card is presented to the contactless
card read zone until prompted to remove the card. You can check
the card read by observing the lighting of the contactless status
lights - the card is read when the confirmation tone is heard and all
four lights are lit steadily.
Screen Messages
During normal operation you may come across a number of screen
messages. Some indicate an error, whereas others offer information.
Below is a list of some of the messages that you may see on your
terminal.
BAD MAC
The security password is mismatched between
the terminal and the acquirer, please contact the
terminal Helpdesk.
CALL AUTH CENTRE
The transaction has been referred, call the
authorisation centre on the number provided on
the screen or printed on the receipt.
CANCELLED
The terminal is displaying confirmation that you
have cancelled the transaction.
DECLINED
The card, card issuer or acquirer has declined to
authorise the transaction, you should ask for
another means of payment.
BAD READ
The inserted card could not be read, check
orientation of the card and try again.
BAD SWIPE
The swiped card could not be read, check
orientation of the card and try again.
NOT ACCEPTED
The card presented is not configured for the
selected transaction type, you should ask for
another means of payment.
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Troubleshooting
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Terminal User Guide
PROCESSING ERROR
The selected operation is not allowed for the card
presented, or the card is faulty. You should ask for
another means of payment.
OPERATION NOT
ALLOWED
The selected operation has been disabled, is not
allowed for the card presented, or the card is
faulty. You should ask for another means of
payment.
INVALID
TRANSACTION
The selected transaction type (e.g. Cashback)
may not be active on your merchant account; you
should contact your acquirer.
INVALID CARD
The card presented is of a type that is not
supported, or is damaged and could not be read,
you should ask for another means of payment.
EXPIRED CARD
The card presented is expired, you should ask for
another means of payment. If the card is in date
check the date and time on the terminal.
PREVALID CARD
The card presented is not yet valid, you should
ask for another means of payment. If the card is in
date check the date and time on the terminal.
SORRY FOR DELAY…
RETRYING
The terminal is unable to contact the acquirer due
to a communications error. The terminal will make
three dial attempts; if all three attempts should fail
the transaction will be referred. For mobile
terminals you should check the mobile network,
for Bluetooth terminals you should check the
telephone line or LAN; contacting the terminal
Helpdesk if the problem persists.
PRESS ENTER
TO RETRY
The first two dial attempts have failed, resolve the
issue (e.g. ensure that the telephone line is not in
use) and press enter to continue for the third and
final dial attempt. For mobile terminals you should
check the mobile network, for Bluetooth terminals
you should check the telephone line or LAN;
contacting the terminal Helpdesk if the problem
persists.
CANNOT CALL HOST
CHECK PHONE LINE
The terminal is unable to contact the acquirer due
to a communications error after three dial
attempts. For mobile terminals you should check
Terminal User Guide
Troubleshooting
the mobile network, for Bluetooth terminals you
should check the telephone line or LAN;
contacting the terminal Helpdesk if the problem
persists.
MEMORY xx% FULL
DO Z BALANCE
The terminal’s memory is becoming full and needs
to be cleared. Do a Z Balance to clear the
transaction log. Warning will only show when 90%
full or more. You should perform the Z Balance at
the end of every trading day. If the problem
persists after a successful Z Balance, please
contact the terminal Helpdesk.
Below is a list of the messages that you may see on the display of your
terminal that specifically relate to contactless transactions.
APPROVED
The contactless transaction has been approved.
UNSUPPORTED CARD
The contactless card type is not enabled by the
acquirer.
NOT AUTHORISED
The card, card issuer or acquirer has declined to
authorise the transaction, you should ask for
another means of payment.
TRY AGAIN
The card was removed too soon and the card
read has failed. The cardholder should re-present
the card. They should not remove the card until
prompted to do so.
PLEASE PRESENT
ONLY ONE CARD
The card was presented with another contactless
card and the card read has failed. The cardholder
should re-present the card ensuring that it is the
only card presented.
INSERT OR SWIPE
CARD
The card requires a further security check. The
transaction must be completed with cardholder
verification (PIN entry or Signature as
appropriate).
LOADING TPASS
PARAMETERS…
The integrated contactless reader is being
updated. This message is displayed during start
up, and after your terminal has performed a
maintenance call. Please wait a few seconds for
the idle screen to be displayed before starting a
transaction.
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Troubleshooting
Terminal User Guide
Diagnostic Codes
You may see diagnostic (DIAG) codes at the bottom of transaction
receipts and reports. Some indicate an error while others offer
information. More than one diagnostic code may be printed. For
example DIAG 828282 would indicate three communication failure
attempts during a transaction.
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10 or 17
GPRS or IP connection error.
Retry transaction. If the problem persists check the mobile
network (mobile terminals) or LAN (Bluetooth terminals),
and contact the terminal Helpdesk quoting the diagnostic
code.
15
Unexpected response after dialling.
Check the telephone line; if a prefix is required to obtain
an outside line refer to the section entitled PSTN &
Ethernet Connectivity to programme this into the
terminal. If the problem persists contact the terminal
Helpdesk quoting the diagnostic code.
22
No dial tone.
Check the telephone line and retry the transaction. If the
problem persists contact the terminal Helpdesk quoting
the diagnostic code.
31
Line busy.
Check the telephone line is not in use and retry the
transaction. If the problem persists contact the terminal
Helpdesk quoting the diagnostic code.
41 or 44
Call connected but received an End of Transmission
response.
The acquirer maybe busy or there was a communication
error. Retry transaction. If the problem persists contact the
terminal Helpdesk quoting the diagnostic code.
49
Invalid message contents.
The selected transaction type (e.g. Cashback) may not be
active on your merchant account; you should contact your
acquirer. If the problem persists contact the terminal
Helpdesk quoting the diagnostic code.
52
Offline or Forced Transaction.
This is not an error and is for information only.
Terminal User Guide
Troubleshooting
53
Offline store is full.
You should attempt an online transaction. If the problem
persists check the mobile network (mobile terminals),
telephone line or LAN (Bluetooth terminals), and contact
the terminal Helpdesk quoting the full diagnostic code.
61
PIN Bypass attempted.
This is not an error and is for information only.
62
PIN tries exceeded.
This is not an error and is for information only.
70xx
Error in transaction security.
Normally indicates that the MAC code is invalid, contact
the terminal Helpdesk quoting the full diagnostic code.
72
Merchant has indicated an invalid signature.
This is not an error and is for information only.
73
Terminal and host totals do not agree.
Do a Banking report, and contact the acquirer if advised to
do so. If the problem persists contact the terminal
Helpdesk quoting the diagnostic code.
76
Terminal completed online reconciliation.
This is not an error and is for information only.
82
Modem or communications error.
Retry transaction. If the problem persists check the mobile
network (mobile terminals), telephone line or LAN
(Bluetooth terminals), and contact the terminal Helpdesk
quoting the diagnostic code.
93
Transaction cancelled by the operator.
This is not an error and is for information only.
98
Bad password on TMS call.
Contact the terminal Helpdesk quoting the diagnostic
code.
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Troubleshooting
Terminal User Guide
Menu Structure
MAILORDER
REFUND
REFUND
SALE
END OF DAY
CASH
BANKING
X BALANCE
SALE
Z BALANCE (!)
REPORTS
STORED
REFUND
SALE
AUTH
DELETE ACQ
MAC RESET
SUPERVISOR
REVERSAL
HOTEL
HANDSET ID
PASSWORD
PREAUTH
CONFIG
COMPLTE
LOGON
SHORT CUT
FORCE TRANS
ACC VERIFY†
DUPLICATE
TIPS
MAILORDER
OP MODE
REFUND
CALL TMS
CASH
INTL
SALE
SALETYPE
TERM
PARAM
UPGRADE
TMS RESET
CHANGE PWD
PRINT EMV
PRINT CERTS
CONTACTLESS PSTN PREFIX
PINPAD
GSM N/W TEST
EPOS INTERF
SEL GSM N/W
BLUETOOTH
WI-FI SETUP
DATE TIME
BACKLIGHT
AUTO-OFF
RELEASE
† if the ACC VERIFY option is not shown in the menu on your terminal
then the Account Verification functionality is not available to you.
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Terminal User Guide
Notes
8. Notes
Certification
The CE marking certifies that the products from the iWL200 range
(iWL220 and iWL250) comply with the essential requirements of the
European Directive 1999/5/EC of 9 March 1999 on Radio and
Telecommunications Terminal Equipment for:


the protection of the health and safety of the user and any other
person;
the protection requirements with general respect to electromagnetic
compatibility;
And comply with the following harmonised standards:










EN 60950-1
EN 55022
EN 55024 A2
EN 301489-1/3/7/17
EN 301511
EN 62311 (2008)
EN 300328 v1.4.2
EN 301357-1/2
EN 50357
EN 50364
2006/95/EC
2004/108/EC
2004/108/EC
89/336/EEC
1999/5/EC
1999/519/EEC
1999/5/EC
1999/5/EC
1999/5/EC
1999/519/EC
The whole range complies with the European approval specification on
connecting terminal equipment (TE) with Dual Tone Multi Frequency
(DTMF) dialling to the Public Switched Telephone Network (PSTN):




TS 103021-1/2/3
TR 103000-1/2/3/4
ES 201187
ES 203021-1/2/3
1998/482/EC
1999/303/EC
The manufacturer certifies that the products are manufactured in
accordance with appendix iii of the Radio and Telecommunications
Terminal Equipment 1999/5/EC Directive.
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Notes
Terminal User Guide
Operating Environment
Your terminal (Class II Equipment) has the following electrical supply
characteristics:



Power Supply: 100-240 V (AC) 50-60 Hz
Power Adapter: UK three pin 3 A plug
Power Consumption: 5 V, 1 A
Your Terminal is designed to be operated and stored at the following
temperatures:
DIV434675C




Operating Temperature: +5˚C to +45˚C
Operating Relative Humidity (maximum): 85% at +40˚C
Storage Temperature: -20˚C to +55˚C
Storage Relative Humidity (maximum): 85% at +40˚C
Copyright © 2016 Ingenico (UK) Ltd.
This User Guide (v1.1048) relates to terminal software APACS 40 97.11.01
Whilst every effort has been made to ensure that the content of this document is accurate, Ingenico will not accept
responsibility for any loss, damage or injury that may be incurred as a result of any errors or inaccuracies. The product is
varied to suit an acquirer’s individual requirements and as such some features may vary or be disabled. This document
should be accepted as a guide only to the use of the product.
In the effort for continued improvements in design and quality, products features and information regarding setting up,
installation and use of all Ingenico products is subject to change without prior notice.
96
Ingenico
Ridge Way
Donbristle Industrial Park
Dalgety Bay
Fife
KY11 9JU
Part Number: DIV434675C_COVER