background image

Quick set-up guide and fast facts guide

payment acceptance

This document is available in large print, Braille and audio by calling

 

0844 811 6666

.*

*For BT business customers, calls will cost no more than 5.5p per minute, minimum call charge 6p (current at November 2013). The price on  
non-BT phone lines may be different. Calls may be monitored and/or recorded.
Barclaycard is a trading name of Barclays Bank PLC. Barclays Bank PLC is authorised by the Prudential Regulation Authority and regulated by the 
Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register Number: 122702) and adhere to the Lending Code which 
is monitored and enforced by the Lending Standards Board. Registered in England No: 1026167. Registered Office: 1 Churchill Place, London E14 5HP.
BCD114569FCTB06. Created 11/13. 34818BD.

Authorisation: 0844 822 2000
Chargebacks: 01604 614012
American Express: 01273 675533
Diners: 0845 850 0195

Problems with installation of 1-2-1 Portable

Terminal Display Prompt

Contacting GEMS Line  
Disconnected Check 
Telephone Line Press Clear 
to Redial  
(TELEPHONE CONNECTION METHOD ONLY)

Possible Causes

The telephone cable is not 
plugged into the socket.

What To Do

Connect the telephone cable and then press the yellow 
CLEAR button to continue. If the problems persist, 
connect your telephone to the socket and check 
whether it has a dialling tone. If there is no tone then the 
fault might be with your socket and not the terminal.

Press the green ENTER button to select YES and 
restart the installation process. After three attempts the 
terminal will prompt you to contact the Helpdesk. Do 
not select NO as this will ask for a function code – this 
should only be used under direction of the Helpdesk.

Unable to Connect (with Print Out)

Error code 3 
(IP CONNECTION METHOD ONLY)

Error code 4 
(IP CONNECTION METHOD ONLY)

Error code 24 
(IP CONNECTION METHOD ONLY)

81 
(IP CONNECTION METHOD ONLY)

Possible Causes

Timeout (non-specific)

Timeout (non-specific)

DNS resolution failure

DNS resolution failure

What To Do

–   Check to ensure Ethernet cable is connected 

correctly into terminal and modem/network router 

–  Power terminal off and on 
–    Check to ensure modem/port/network is working
–    Ensure you have internet connectivity (e.g. try 

checking your emails) 

–    Ensure DHCP is enabled on your network 
–    Ensure relevant ports are opened for incoming and 

outgoing traffic. 

–    Ensure relevant URLs rules are enabled on your 

network 

Common prompts and troubleshooting

Terminal Display Prompt

Call Auth Centre

Possible Causes/Action

Assistance required.

What To Do

Call Helpdesk

Faulty Card

Not Authorised

Referral B

Assistance required.

The card is not inserted into the PIN 
pad or has been swiped incorrectly. 

The card issuer has declined to 
authorise the transaction.

Assistance required.

Call the Authorisation Centre on the number displayed 
by the terminal. Once you have spoken to the 
Authorisation Centre, press the green ENTER button 
and follow the prompts displayed by the terminal.

Please contact your Helpdesk on the number 
displayed by the terminal.

Insert or swipe the card again. If the problem persists 
press the green ENTER button and key the card details 
(please refer to the relevant section of the user guide).

Ask the customer to pay by some other means and 
press the yellow CLEAR button.

Call the Authorisation Centre on the number displayed 
by the terminal. When your call is answered please 
quote Referral B.

Another piece of equipment that shares the telephone 
line may be in use e.g. fax machine. Check that the 
terminal is plugged into the telephone line. Check there 
is a dial tone on the telephone line.

Process the card as a Chip and PIN transaction.

Routine Check. Insert Or Swipe  
(as seen on the terminal display)

Occasionally the card will require an 
additional routine security check.

Installation Failed
Restart Install?
Enter = YES Clear = NO
Key in Function Code and 
then press ENTER

There has been a problem with 
the installation of your terminal.

Line In Use
(TELEPHONE 
CONNECTION 
METHOD ONLY)

The terminal cannot detect a 
dial tone.

Banking

Banking must be carried out at the end of each 
business day. Just follow these simple steps:

–   At the READY prompt, press MENU button until the 

system menu is displayed.

–   Use the arrow button to select the “Totals” option and 

when highlighted, press the green ENTER button  
to select.

–   The “End Of Day Banking” option will now be 

highlighted. Press the green ENTER button.

–  Swipe the Supervisor card.

–   The terminal will display “End Of Day Banking?” Press 

the green ENTER button to select. 

–     The terminal will now give you two options. The first 

is the option to bank all by pressing the green ENTER 
button. The second option is to bank by each acquirer 
separately by pressing the yellow CLEAR button. If 
you choose to bank by each acquirer you will need 
to select yes or no as required. Just press either the 
green ENTER or the yellow CLEAR button at each 
prompt.

–  Your terminal may now dial out.

–   Your terminal will now print an “End Of Day Banking” 

report for your records.

How to print a transaction log

To help with reconciliation or to confirm the status of a 
transaction, a log of the last 100 transactions can be 
produced. Here’s how: 

–   At the READY prompt, press the MENU button until 

the system menu is displayed. 

–   Using the 

 button, select the “Select Function”  

option and then press the green ENTER button.

–   The terminal will prompt you to enter a function code. 

Key in “16” and then press the green ENTER button.

–  Swipe the Supervisor card through the terminal. 

–   The terminal will now display an acquirer. If you wish 

to print a transaction log for this acquirer press the 
green ENTER button; if not press the yellow CLEAR 
button and the next acquirer will be displayed. 

–   Once you have selected an acquirer, the terminal will 

print a report detailing the last 20 transactions. If 
there are more transactions the terminal will display 
the CONTINUE prompt. If you want to continue, 
press the green ENTER button again and the terminal 
will print the next 20 transactions. (The CONTINUE 
prompt may be displayed up to four times to produce 
a log of the last 100 transactions.)

–   The terminal will now provide you with the option to 

print a transaction log for another acquirer. Repeat 
the above steps as required.

–   The terminal will automatically return to the  

READY prompt. 

Payment Security Data Security  
Standards (PCI-DSS) 

The Payment Card Industry Data Security Standards 
(PCI-DSS) affect all businesses, from sole traders to  
large corporations.

PCI DSS is mandatory and applies to all commercial 
operations that store, process or transmit cardholder 
data.  It applies equally to manual processing and 
storage of cardholder information as well as electronic 
methods of processing and storage.

The use of a PCI-DSS compliant product or Payment 
Service Provider helps reduce the scope of your 
compliance obligations; however as a minimum you 
or your head office should complete the appropriate 
annual Self Assessment Questionnaire or a Report of 
Compliance from a Qualified Security Assessor. 

For further information, see: 

http://www.barclaycard.

co.uk/business/accepting-payments/pci-dss/

Quick set-up guide and fast facts guide

payment acceptance

This document is available in large print, Braille and audio by calling

 

0844 811 6666

.*

*For BT business customers, calls will cost no more than 5.5p per minute, minimum call charge 6p (current at November 2013). The price on  
non-BT phone lines may be different. Calls may be monitored and/or recorded.
Barclaycard is a trading name of Barclays Bank PLC. Barclays Bank PLC is authorised by the Prudential Regulation Authority and regulated by the 
Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register Number: 122702) and adhere to the Lending Code which 
is monitored and enforced by the Lending Standards Board. Registered in England No: 1026167. Registered Office: 1 Churchill Place, London E14 5HP.
BCD114569FCTB06. Created 11/13. 34818BD.

Authorisation: 0844 822 2000
Chargebacks: 01604 614012
American Express: 01273 675533
Diners: 0845 850 0195

Problems with installation of 1-2-1 Portable

Terminal Display Prompt

Contacting GEMS Line  
Disconnected Check 
Telephone Line Press Clear 
to Redial  
(TELEPHONE CONNECTION METHOD ONLY)

Possible Causes

The telephone cable is not 
plugged into the socket.

What To Do

Connect the telephone cable and then press the yellow 
CLEAR button to continue. If the problems persist, 
connect your telephone to the socket and check 
whether it has a dialling tone. If there is no tone then the 
fault might be with your socket and not the terminal.

Press the green ENTER button to select YES and 
restart the installation process. After three attempts the 
terminal will prompt you to contact the Helpdesk. Do 
not select NO as this will ask for a function code – this 
should only be used under direction of the Helpdesk.

Unable to Connect (with Print Out)

Error code 3 
(IP CONNECTION METHOD ONLY)

Error code 4 
(IP CONNECTION METHOD ONLY)

Error code 24 
(IP CONNECTION METHOD ONLY)

81 
(IP CONNECTION METHOD ONLY)

Possible Causes

Timeout (non-specific)

Timeout (non-specific)

DNS resolution failure

DNS resolution failure

What To Do

–   Check to ensure Ethernet cable is connected 

correctly into terminal and modem/network router 

–  Power terminal off and on 
–    Check to ensure modem/port/network is working
–    Ensure you have internet connectivity (e.g. try 

checking your emails) 

–    Ensure DHCP is enabled on your network 
–    Ensure relevant ports are opened for incoming and 

outgoing traffic. 

–    Ensure relevant URLs rules are enabled on your 

network 

Common prompts and troubleshooting

Terminal Display Prompt

Call Auth Centre

Possible Causes/Action

Assistance required.

What To Do

Call Helpdesk

Faulty Card

Not Authorised

Referral B

Assistance required.

The card is not inserted into the PIN 
pad or has been swiped incorrectly. 

The card issuer has declined to 
authorise the transaction.

Assistance required.

Call the Authorisation Centre on the number displayed 
by the terminal. Once you have spoken to the 
Authorisation Centre, press the green ENTER button 
and follow the prompts displayed by the terminal.

Please contact your Helpdesk on the number 
displayed by the terminal.

Insert or swipe the card again. If the problem persists 
press the green ENTER button and key the card details 
(please refer to the relevant section of the user guide).

Ask the customer to pay by some other means and 
press the yellow CLEAR button.

Call the Authorisation Centre on the number displayed 
by the terminal. When your call is answered please 
quote Referral B.

Another piece of equipment that shares the telephone 
line may be in use e.g. fax machine. Check that the 
terminal is plugged into the telephone line. Check there 
is a dial tone on the telephone line.

Process the card as a Chip and PIN transaction.

Routine Check. Insert Or Swipe  
(as seen on the terminal display)

Occasionally the card will require an 
additional routine security check.

Installation Failed
Restart Install?
Enter = YES Clear = NO
Key in Function Code and 
then press ENTER

There has been a problem with 
the installation of your terminal.

Line In Use
(TELEPHONE 
CONNECTION 
METHOD ONLY)

The terminal cannot detect a 
dial tone.

Banking

Banking must be carried out at the end of each 
business day. Just follow these simple steps:

–   At the READY prompt, press MENU button until the 

system menu is displayed.

–   Use the arrow button to select the “Totals” option and 

when highlighted, press the green ENTER button  
to select.

–   The “End Of Day Banking” option will now be 

highlighted. Press the green ENTER button.

–  Swipe the Supervisor card.

–   The terminal will display “End Of Day Banking?” Press 

the green ENTER button to select. 

–     The terminal will now give you two options. The first 

is the option to bank all by pressing the green ENTER 
button. The second option is to bank by each acquirer 
separately by pressing the yellow CLEAR button. If 
you choose to bank by each acquirer you will need 
to select yes or no as required. Just press either the 
green ENTER or the yellow CLEAR button at each 
prompt.

–  Your terminal may now dial out.

–   Your terminal will now print an “End Of Day Banking” 

report for your records.

How to print a transaction log

To help with reconciliation or to confirm the status of a 
transaction, a log of the last 100 transactions can be 
produced. Here’s how: 

–   At the READY prompt, press the MENU button until 

the system menu is displayed. 

–   Using the 

 button, select the “Select Function”  

option and then press the green ENTER button.

–   The terminal will prompt you to enter a function code. 

Key in “16” and then press the green ENTER button.

–  Swipe the Supervisor card through the terminal. 

–   The terminal will now display an acquirer. If you wish 

to print a transaction log for this acquirer press the 
green ENTER button; if not press the yellow CLEAR 
button and the next acquirer will be displayed. 

–   Once you have selected an acquirer, the terminal will 

print a report detailing the last 20 transactions. If 
there are more transactions the terminal will display 
the CONTINUE prompt. If you want to continue, 
press the green ENTER button again and the terminal 
will print the next 20 transactions. (The CONTINUE 
prompt may be displayed up to four times to produce 
a log of the last 100 transactions.)

–   The terminal will now provide you with the option to 

print a transaction log for another acquirer. Repeat 
the above steps as required.

–   The terminal will automatically return to the  

READY prompt. 

Payment Security Data Security  
Standards (PCI-DSS) 

The Payment Card Industry Data Security Standards 
(PCI-DSS) affect all businesses, from sole traders to  
large corporations.

PCI DSS is mandatory and applies to all commercial 
operations that store, process or transmit cardholder 
data.  It applies equally to manual processing and 
storage of cardholder information as well as electronic 
methods of processing and storage.

The use of a PCI-DSS compliant product or Payment 
Service Provider helps reduce the scope of your 
compliance obligations; however as a minimum you 
or your head office should complete the appropriate 
annual Self Assessment Questionnaire or a Report of 
Compliance from a Qualified Security Assessor. 

For further information, see: 

http://www.barclaycard.

co.uk/business/accepting-payments/pci-dss/

Quick set-up guide and fast facts guide

payment acceptance

This document is available in large print, Braille and audio by calling

 

0844 811 6666

.*

*For BT business customers, calls will cost no more than 5.5p per minute, minimum call charge 6p (current at November 2013). The price on  
non-BT phone lines may be different. Calls may be monitored and/or recorded.
Barclaycard is a trading name of Barclays Bank PLC. Barclays Bank PLC is authorised by the Prudential Regulation Authority and regulated by the 
Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register Number: 122702) and adhere to the Lending Code which 
is monitored and enforced by the Lending Standards Board. Registered in England No: 1026167. Registered Office: 1 Churchill Place, London E14 5HP.
BCD114569FCTB06. Created 11/13. 34818BD.

Authorisation: 0844 822 2000
Chargebacks: 01604 614012
American Express: 01273 675533
Diners: 0845 850 0195

Problems with installation of 1-2-1 Portable

Terminal Display Prompt

Contacting GEMS Line  
Disconnected Check 
Telephone Line Press Clear 
to Redial  
(TELEPHONE CONNECTION METHOD ONLY)

Possible Causes

The telephone cable is not 
plugged into the socket.

What To Do

Connect the telephone cable and then press the yellow 
CLEAR button to continue. If the problems persist, 
connect your telephone to the socket and check 
whether it has a dialling tone. If there is no tone then the 
fault might be with your socket and not the terminal.

Press the green ENTER button to select YES and 
restart the installation process. After three attempts the 
terminal will prompt you to contact the Helpdesk. Do 
not select NO as this will ask for a function code – this 
should only be used under direction of the Helpdesk.

Unable to Connect (with Print Out)

Error code 3 
(IP CONNECTION METHOD ONLY)

Error code 4 
(IP CONNECTION METHOD ONLY)

Error code 24 
(IP CONNECTION METHOD ONLY)

81 
(IP CONNECTION METHOD ONLY)

Possible Causes

Timeout (non-specific)

Timeout (non-specific)

DNS resolution failure

DNS resolution failure

What To Do

–   Check to ensure Ethernet cable is connected 

correctly into terminal and modem/network router 

–  Power terminal off and on 
–    Check to ensure modem/port/network is working
–    Ensure you have internet connectivity (e.g. try 

checking your emails) 

–    Ensure DHCP is enabled on your network 
–    Ensure relevant ports are opened for incoming and 

outgoing traffic. 

–    Ensure relevant URLs rules are enabled on your 

network 

Common prompts and troubleshooting

Terminal Display Prompt

Call Auth Centre

Possible Causes/Action

Assistance required.

What To Do

Call Helpdesk

Faulty Card

Not Authorised

Referral B

Assistance required.

The card is not inserted into the PIN 
pad or has been swiped incorrectly. 

The card issuer has declined to 
authorise the transaction.

Assistance required.

Call the Authorisation Centre on the number displayed 
by the terminal. Once you have spoken to the 
Authorisation Centre, press the green ENTER button 
and follow the prompts displayed by the terminal.

Please contact your Helpdesk on the number 
displayed by the terminal.

Insert or swipe the card again. If the problem persists 
press the green ENTER button and key the card details 
(please refer to the relevant section of the user guide).

Ask the customer to pay by some other means and 
press the yellow CLEAR button.

Call the Authorisation Centre on the number displayed 
by the terminal. When your call is answered please 
quote Referral B.

Another piece of equipment that shares the telephone 
line may be in use e.g. fax machine. Check that the 
terminal is plugged into the telephone line. Check there 
is a dial tone on the telephone line.

Process the card as a Chip and PIN transaction.

Routine Check. Insert Or Swipe  
(as seen on the terminal display)

Occasionally the card will require an 
additional routine security check.

Installation Failed
Restart Install?
Enter = YES Clear = NO
Key in Function Code and 
then press ENTER

There has been a problem with 
the installation of your terminal.

Line In Use
(TELEPHONE 
CONNECTION 
METHOD ONLY)

The terminal cannot detect a 
dial tone.

Banking

Banking must be carried out at the end of each 
business day. Just follow these simple steps:

–   At the READY prompt, press MENU button until the 

system menu is displayed.

–   Use the arrow button to select the “Totals” option and 

when highlighted, press the green ENTER button  
to select.

–   The “End Of Day Banking” option will now be 

highlighted. Press the green ENTER button.

–  Swipe the Supervisor card.

–   The terminal will display “End Of Day Banking?” Press 

the green ENTER button to select. 

–     The terminal will now give you two options. The first 

is the option to bank all by pressing the green ENTER 
button. The second option is to bank by each acquirer 
separately by pressing the yellow CLEAR button. If 
you choose to bank by each acquirer you will need 
to select yes or no as required. Just press either the 
green ENTER or the yellow CLEAR button at each 
prompt.

–  Your terminal may now dial out.

–   Your terminal will now print an “End Of Day Banking” 

report for your records.

How to print a transaction log

To help with reconciliation or to confirm the status of a 
transaction, a log of the last 100 transactions can be 
produced. Here’s how: 

–   At the READY prompt, press the MENU button until 

the system menu is displayed. 

–   Using the 

 button, select the “Select Function”  

option and then press the green ENTER button.

–   The terminal will prompt you to enter a function code. 

Key in “16” and then press the green ENTER button.

–  Swipe the Supervisor card through the terminal. 

–   The terminal will now display an acquirer. If you wish 

to print a transaction log for this acquirer press the 
green ENTER button; if not press the yellow CLEAR 
button and the next acquirer will be displayed. 

–   Once you have selected an acquirer, the terminal will 

print a report detailing the last 20 transactions. If 
there are more transactions the terminal will display 
the CONTINUE prompt. If you want to continue, 
press the green ENTER button again and the terminal 
will print the next 20 transactions. (The CONTINUE 
prompt may be displayed up to four times to produce 
a log of the last 100 transactions.)

–   The terminal will now provide you with the option to 

print a transaction log for another acquirer. Repeat 
the above steps as required.

–   The terminal will automatically return to the  

READY prompt. 

Payment Security Data Security  
Standards (PCI-DSS) 

The Payment Card Industry Data Security Standards 
(PCI-DSS) affect all businesses, from sole traders to  
large corporations.

PCI DSS is mandatory and applies to all commercial 
operations that store, process or transmit cardholder 
data.  It applies equally to manual processing and 
storage of cardholder information as well as electronic 
methods of processing and storage.

The use of a PCI-DSS compliant product or Payment 
Service Provider helps reduce the scope of your 
compliance obligations; however as a minimum you 
or your head office should complete the appropriate 
annual Self Assessment Questionnaire or a Report of 
Compliance from a Qualified Security Assessor. 

For further information, see: 

http://www.barclaycard.

co.uk/business/accepting-payments/pci-dss/

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