Ingenico group iPP300 Series User Manual Download

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PINpad User Guide

Troubleshooting

Screen Messages

Below is a list of the messages that you may see on the display of your
terminal and/or PINpad that specifically relate to contactless
transactions.

COMPLETED

The transaction has been completed.

DECLINED

The card, card issuer or acquirer has declined to
authorise the transaction, you should ask for
another means of payment.

TRANSACTION

CANCELLED

The PINpad is displaying confirmation that you, or
the customer, have cancelled the transaction.

PROCESSING

ERROR

The  card  was  removed  too  soon  and  the  card
read  has  failed.  The  customer  should  re-present
the  card.  They  should  not  remove  the  card  until
prompted to do so.

PLEASE

WAIT

The PINpad is awaiting an action on the terminal,
or is connecting to the acquirer. The customer
should wait and follow subsequent prompts.

INSERT

SWIPE

CUSTOMER

CARD

The card could not be read (either swiped or
inserted), check the orientation of the card and try
again.

REMOVE

CARD

The card should be removed from the card reader
on your PINpad

Summary of Contents for iPP300 Series

Page 1: ...iPP300 series ...

Page 2: ...tripe Reader 7 Chip Card Reader 8 Contactless Reader 9 PINpad Keypad Display 10 3 Transactions 12 Performing Transactions 12 Printing the Customer Copy Duplicate 12 Contactless High Value Payment HVP Wallet Payments 13 Sales Inserted Cards Method One 14 Sales Inserted Cards Method Two 17 Sales Contactless Cards 18 Dealing with Card Read Failures 20 4 Troubleshooting 21 Frequently Asked Questions 2...

Page 3: ...njury that may be incurred as a result of any such 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 an effort for continued improvements in design and quality products features and information regarding the setting up installation...

Page 4: ...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 Help...

Page 5: ...nauthorised modifications to your terminal and other suspicious behaviour of individuals that have access to your terminal Caring for Your PINpad You should take care not to spill liquids on any part of your PINpad terminal or any associated parts and equipment You should clean the PINpad with a soft clean cloth To ensure safety only clean your PINpad when it is completely powered off Do not use w...

Page 6: ...up your PINpad in a convenient location close to your terminal and familiarise yourself with the basics The following section entitled Your PINpad will cover all of the detail required to install and understand the basic operation of your PINpad Step by step instructions for all types of sales are given in the section entitled Transactions for clarity these are provided with screenshots of the ter...

Page 7: ...Your PINpad PINpad User Guide 4 2 Your PINpad Contents of Box The contents of the box are shown below This User Guide iPP3xx PINpad Connection Cable attached to PINpad ...

Page 8: ...PINpad User Guide Your PINpad 5 PINpad Overview An overview of your PINpad is shown below Display Chip Card Slot Keypad Swipe Card Slot Contactless Status Lights Privacy Shield ...

Page 9: ...he cover upwards and away from the retaining lugs to reveal the cable bay 2 Without removing the magic cable twist off the blanking spacer as indicated from the cable take care not to damage the magic cable itself 3 Plug in the PINpad USB cable as indicated and ensure that it is secured properly in both the socket and the cable retaining clip Replace and secure the cover by reversing the instructi...

Page 10: ... 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 Alternatively cards may be swiped through the card swipe slot on your terminal 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 ...

Page 11: ...ip cards can hold the details for more than one payment application for example Mastercard and Maestro If the application selection screen is displayed after the card has been inserted the customer should select the payment application that they wish to use for the transaction Selection Mastercard 1 Maestro The customer should use the up and down keys to select the required application pressing th...

Page 12: ...ed 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 PINpad 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 ar...

Page 13: ...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 Function Keys Menu Key Correction Keys Cancel Clear Up Down Keys Confirmation Key Enter Standard Data Entry Keys ...

Page 14: ...hots of your PINpad with a grey background and to show screenshots of your terminal with a white background Further to this in order to illustrate the different screens that are shown simultaneously on both your PINpad and your terminal the screenshot of your PINpad will be shown immediately below that of your terminal an example is shown below READY Handset 01 Terminal Display shown with white ba...

Page 15: ...ed 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 ...

Page 16: ...o 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 c...

Page 17: ... Enter the sale amount in pence e g 2134 for 21 34 and press the enter key 21 34 Touch Insert or Swipe Here Confirm that the amount is correct and invite the customer to insert the card into the card reader on the PINpad 21 34 Touch Insert or Swipe Here Please Wait If a PIN is requested the customer must enter their PIN code followed by the enter key Amount 21 34 Enter PIN ...

Page 18: ...d on both the terminal and the PINpad PIN OK Please Wait The terminal will connect to the acquirer for authorisation PLEASE WAIT AUTH CODE xxxxx If the transaction has been authorised then an auth code will be displayed COMPLETED Printing The terminal will print the merchant copy for you to retain If a signature is needed the customer must sign this copy ...

Page 19: ... for them to retain The terminal and PINpad will return to their respective idle screens 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 The customer MUST NOT remove the card until the PINpad has prompted them to You MUST retain the merchant copy for your records this copy must be signed by the c...

Page 20: ... the customer must enter their PIN code followed by the enter key Amount 21 34 Enter PIN The terminal will continue as per a normal sale refer to the instructions for Sale 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 The customer MUST NOT r...

Page 21: ... for 21 34 and press the enter key 21 34 Touch Insert or Swipe Here Confirm that the amount is correct and invite the customer to present their card to the PINpad The first status light on the left will be lit 21 34 Touch Insert or Swipe Here 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 will sound and a messa...

Page 22: ...erchant copy for you to retain PRINTING APPROVED The terminal and the PINpad will return to their respective idle screens 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 sign...

Page 23: ...e prompted to re present the card 1 23 TRY AGAIN 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 w...

Page 24: ...sactions 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 oth...

Page 25: ...d 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 Q A number of contactless transactions prompt that the card should be inserted or swiped is this normal It is routine that a contactless car...

Page 26: ...is displaying confirmation that you or the customer have cancelled the transaction PROCESSING ERROR The card was removed too soon and the card read has failed The customer should re present the card They should not remove the card until prompted to do so PLEASE WAIT The PINpad is awaiting an action on the terminal or is connecting to the acquirer The customer should wait and follow subsequent prom...

Page 27: ...ld 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 customer 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 appro...

Page 28: ...e 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 diagn...

Page 29: ...llowing harmonised standards EN 60950 1 2006 95 EC EN 55022 2004 108 EC EN 55024 A2 2004 108 EC EN 61000 3 4 The manufacturer certifies that the products are manufactured in accordance with the above directives Operating Environment Your PINpad has the following electrical supply characteristics Power Consumption 500mA at 5V Your PINpad is designed to be operated and stored at the following temper...

Page 30: ...Ingenico Ridge Way Donbristle Industrial Park Dalgety Bay Fife KY11 9JU Part Number DIV434737C_COVER ...

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