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Appendix A–Getting Help

Appendix A Getting Help

This appendix provides contact details for the Fexco Helpdesk and for ordering replacement paper for
the terminal. Procedures for changing the terminal paper roll are also provided.

A.1

Getting Help

For assistance with the terminal, please contact the FMS Helpdesk as follows:

A.1.1 Contacting the Helpdesk

To facilitate your call, please have your Merchant ID and Terminal ID to hand by performing the
following task

before

you contact the Helpdesk:

Be sure the terminal is powered on.

From the start menu, press

CREDIT/DEBIT.

Press

UTILITIES.

Press

SYSTEM INFO.

The terminal prints the system report that includes the Terminal ID, Merchant ID and software details
about the terminal.

Location

Phone Number

0800 838 441

Ireland

1800 402 123

Worldwide

0044 800 838 441

[email protected]

Содержание VeriFone

Страница 2: ...uses all reasonable efforts to ensure the accuracy and completeness of this document no warranty or representation whatever is given by Fexco Merchant Services in respect of it and any use of or reliance on any of the information contained herein is entirely at the risk the person so acting Fexco Merchant Services shall have no liability whatsoever in respect of any use of or reliance on any of su...

Страница 3: ...le Terminal 12 3 1 1 Terminal Icons 13 3 1 2 Rebooting the Terminal 13 3 2 Main Menu 14 3 3 Card Auths Functions 15 3 3 1 Sale Chip Transaction 15 3 3 2 Sale Card Swipe Transaction 16 3 3 3 Sale Contactless Transaction 16 3 3 4 Gratuity 18 3 3 5 Sale Menu 18 3 3 6 Refund 19 3 3 7 Void 20 3 3 8 Card Not Present CNP 20 3 4 End of Day 21 3 5 Rates 21 3 6 Reports 21 3 7 Reference of Terminal Messages ...

Страница 4: ...nistration Password Security 29 5 1 Changing Terminal Passwords 29 5 1 1 Set Superuser Pwd 30 5 1 2 Reset Superuser Pwd 30 5 1 3 Set Refund Pwd 30 5 1 4 Set Void Pwd 30 5 1 5 Set End of Day Pwd 30 5 1 6 Set Report Pwd 31 5 1 7 Set Reprint Pwd 31 5 1 8 Set Referral Pwd 31 5 2 Disabling Terminal Functions 31 5 3 Setting the Refund Limit 33 Chapter A Getting Help 35 A 1 Getting Help 35 A 1 1 Contacti...

Страница 5: ...e new revenue streams and increase cardholder satisfaction 1 1 What is DCC DCC is a convenient service that offers international cardholders the choice to pay for goods or services in their home currency The DCC service is available on VISA and MasterCard credit and debit card transactions It is important to remember that DCC is not an additional charge for international cardholders it simply repl...

Страница 6: ...holder can simply tap the terminal with their credit to make a payment The contactless functionality uses near field communication NFC with payment cards that have an embedded chip and antenna Contactless transactions are permitted for purchases of up to EUR 30 or GBP 30 A detailed procedure is provided in Section 3 3 3 Sale Contactless Transaction on page 15 ...

Страница 7: ...e the terminal battery and it also provides a docking station for the terminal Keep the terminal on the charging base to prevent low battery and to avoid maintaining and charging spare batteries 2 1 1 Powering Up the Charging Base Use this procedure to connect the Vx680 charging base to a power source To power up the charging base 1 Insert the round barrel connector of the power pack into the powe...

Страница 8: ...et cable is not supplied with your terminal kit To connect the IP Mobile terminal 1 Connect the IP cable to the ETH port on the back of the charging station 2 Plug the other end of the IP cable into the Internet port on the wall or router as applicable 2 1 3 Connecting a PSTN Terminal The PSTN terminal uses a telephone connection to communicate with the Fexco Host and to obtain rates from DHS for ...

Страница 9: ...res the following Power source within two meters Telephone socket within three meters for PSTN version Location with minimal obstruction for communication with its paired terminal For optimal performance the charging station should be placed in a position that will service all of the card payment areas on the premises The ideal placement is to position the charging station within a line of sight t...

Страница 10: ...ress 4 SETUP You are prompted to enter the System password 3 Enter the System password and press Green 4 Press 1 COMMS SETUP 5 Press 1 BLUETOOTH The Bluetooth menu is displayed 6 Press 2 SEARCH PAIR You are prompted with the message Press Bluetooth button on Base now searching 7 At the back of the charging station press the Bluetooth Pairing button Figure 3 Bluetooth Pairing button This makes the ...

Страница 11: ...llow the connection procedure described in Section 2 1 1 Powering Up the Charging Base on page 7 Figure 2 1 Vx 680 terminal with power adapter pack To connect the GPRS terminal with the power adapter pack 1 Connect the USB cable to the USB port at the bottom of the terminal Figure 3 Vx 680 USB port 2 Connect the USB cable to the power pack cable 3 Connect the power cable to the power pack 4 Plug t...

Страница 12: ...er to the documentation supplied with your terminal 3 1 Vx 680 Mobile Terminal 3 1 1 Terminal Icons The following icon descriptions apply to Vx 680 terminals Icon Description Indicates the Bluetooth over Ethernet connection is active Indicates the Bluetooth over Ethernet connection is disconnected Indicates the Ethernet IP connection is active Magnetic card reader Power ON and ENTER key Touch scre...

Страница 13: ...n until the screen illuminates 4 Allow at least 60 seconds for the terminal software to initialise and until the Home Menu showing the PAYMENTS icon is displayed Indicates the Ethernet connection is disconnected Indicates the Bluetooth over Landline connection is active Indicates the Bluetooth over Landline connection is disconnected Indicates the terminal is powered externally and the terminal is...

Страница 14: ... power on the terminal the Home menu is displayed The Home menu features the PAYMENTS icon Note Depending on your terminal configuration the Gift Card and Tax Free applications may also be displayed on the Home menu 2 On the Home menu touch PAYMENTS icon The transaction and terminal functions are displayed on the Payments menu Figure 1 Payments menu ...

Страница 15: ...rd 1 Touch CARD AUTHS and touch SALE 2 Insert the payment card in the Chip Card Reader slot 3 Key in amount and press Green If a foreign currency is detected on the card the terminal displays the transaction amount in the merchant s local and the cardholder s currency as shown in Figure 1 Figure 3 Fexco DCC offer illustrated for EUR and GBP base currencies 4 Hand the terminal to the cardholder 5 C...

Страница 16: ...5 Cardholder must verify the currency and amount 6 Cardholder must choose the currency in which to pay by touching the corresponding flag icon When the transaction is authorised the Merchant receipt is printed 7 Verify the signature 8 Press Green to print customer cardholder copy 3 3 3 Sale Contactless Transaction For transaction amounts that are less than the specified limit for Contactless the t...

Страница 17: ...rrencies 3 Hand the terminal to the cardholder 4 The cardholder taps their card on the terminal In some cases the cardholder may be prompted to insert their card and key in PIN The terminal displays Remove Card When the transaction is authorised the Merchant receipt is printed 5 Press Green to print customer cardholder copy ...

Страница 18: ...atuity amount based on the cardholder selection and the TOTAL amount are displayed 5 Cardholder confirms the total amount and must press Green to confirm or Red to select a different percentage or rekey a specific amount The transaction proceeds as described in the preceding sections Section 3 3 1 Sale Chip Transaction and Section 3 3 2 Sale Card Swipe Transaction 3 3 5 Sale Menu Touch CARD AUTHS ...

Страница 19: ...ect The Merchant copy is printed 7 Cardholder must sign merchant copy 8 Verify signature and if correct press Green for customer copy 3 3 6 2 Non chip Refund Transaction 1 Key in the Refund password and press Green 2 Swipe card or key in number and expiry date 3 Key in amount and press Green The Merchant copy is printed 4 Cardholder must sign merchant copy 5 Verify signature and if correct press G...

Страница 20: ...a transaction 1 Touch CARD AUTHS and touch VOID 2 Key in Void password and press Green The following message is displayed Only the most recent transaction number is prompted for a Void transaction 3 Press OK or CANCEL The Merchant copy is printed 4 Press Green to print customer copy Note Void is not permitted for JCB or UnionPay UPI card transactions 3 3 8 Card Not Present CNP 1 Touch CARD AUTHS 2...

Страница 21: ... terminals this function prints a report of the currencies and rates that are currently stored on the terminal BALANCE SUMMARY Outlines the total number of captured transactions and the net totals since the last End of Shift or End of Day report BALANCE DETAILED Prints currency totals for all card types since the last End of Shift or End of Day report LAST END OF DAY Reprints the previous End of D...

Страница 22: ...key in their PIN and press Green Incorrect PIN The PIN keyed is incorrect Cardholders may have a number of attempts at entering their PIN correctly before the PIN is locked PIN Last Try The cardholder has one final attempt to enter their PIN correctly PIN Tries Exceeded The number of PIN entry attempts allowed is exceeded Remove Card Cards must not be removed until this message is displayed Cards ...

Страница 23: ... the Help desk Referral A or B Referred Phone the authorisation centre Unable to Authorise Not Authorised Phone the authorisation centre Call Auth Centre Phone the authorisation centre Downloading Rates Wait 2 minutes If message still appears reboot the terminal Card Type Not Supported Invalid Card Type Number The card cannot be processed by the terminal Terminal Update In Progress Please Wait Wai...

Страница 24: ...s acquirer See Section 4 3 OpenConnect Host Sessions per Acquirer on page 27 4 1 Reviewing the End of Day Reconciliation Report To ensure that your statement totals balance it is important that you carry out your End of Day Banking before the cut off time set by your acquirer To generate the End of Day report 1 Press F2 CREDIT DEBIT 2 Press 2 END OF DAY 3 When prompted key in the End of Day EOD pa...

Страница 25: ...r the last session or previous business day Host Session Number The Host Session number or OpenConnect Host Session number is the number of the current processing time frame The time frame is set per acquirer The reconciliation printout shows the transactions that have been sent to the acquiring bank for settlement and those that will be sent for settlement in the next processing window Session nu...

Страница 26: ...before the cut off time For example if your acquirer s cut off time is 23h00 then you should complete the End of Day function a few minutes before 23h00 such as at 22h55 Low value transactions such as contactless transactions which have a limit of 30 and 30 may sometimes bypass online authorisation The reports illustrated in Figure 4 2 on page 27 show two stored transactions and then the resulting...

Страница 27: ... per Acquirer The schedule of OpenConnect Host Sessions are listed by acquirer as follows Acquirer OpenConnect Host Session Cut off Time AIBMS 02h01 to 02h00 AIBMS UK 02h01 to 02h00 Barclaycard 02h01 to 02h00 Stored transactions Before going online the terminal stores transaction numbers 1051 and 1052 on the terminal and illustrated as shown in this report Transactions captured by OpenConnect Afte...

Страница 28: ...ach day of the week and re cycles each week The Host Session is printed on the terminal report only See Figure 4 1 End of Day Reconciliation Report on 26 4 4 4 How does this relate to the batch number in Mercury There is no direct correlation between the Host Session number and the Batch number in Mercury 4 4 5 What happens if I forget to complete my EOD process Fexco will process all transactions...

Страница 29: ...s 5 1 Changing Terminal Passwords Most functions on the terminal are password protected For security purposes it is recommended that you change the default Superuser password as well as the default passwords for the other functions If you want to reset the Superuser password please contact the FMS Helpdesk Any changes you make to the terminal are stored on the terminal Fexco has no visibility of n...

Страница 30: ...ties menu is displayed Figure 2 System Utilities menu 3 On the Utilities menu touch Red down arrow button The Set Passwords function is displayed Figure 3 System Utilities menu page 2 4 Touch SET PASSWORDS The functions that require password settings are displayed Figure 4 Set Passwords menu Down arrow ...

Страница 31: ... new password and press GREEN The Refund password is now changed 5 1 4 Setting the Void Password 1 On the Set Passwords menu touch SET VOID PWD 2 Key in the current Superuser password and press GREEN 3 At the prompt key in the new Void password and press GREEN 4 Confirm the change by re keying the new password and press GREEN The Void password is now changed 5 1 5 Setting the End of Day Password 1...

Страница 32: ...e Referral Password 1 On the Set Passwords menu touch the Red Down arrow 2 Touch SET REFERRAL PWD 3 Key in the current Superuser password and press GREEN 4 At the prompt key in the new Referral password and press GREEN 5 Confirm the change by re keying the new password and press GREEN The Referral password is now changed 5 2 Disabling Terminal Functions You may choose to disable certain functions ...

Страница 33: ...reserved 33 Figure 6 Payments menu 2 On the Payments menu touch UTILITIES Figure 7 Payments Utilities menu 3 Touch SECURITY Figure 8 Payments Security menu 4 Touch FUNCTION ACCESS You are prompted to enter the Superuser password 5 Key in the Superuser password and press Green ...

Страница 34: ...isk indicates the function is enabled No asterisk indicates the function is disabled 7 Press the corresponding number of the functions you want to disable or enable on the terminal and press Green 8 When prompted to Save Changes press YES or NO The disabled function will continue to appear as a menu item on the terminal but anytime you try to use it the message Function Disabled is displayed ...

Страница 35: ... limit 1 With the Home Menu displayed touch the Payments icon 2 Touch UTILITIES 3 Touch SECURITY 4 On the Security menu touch SET REFUND LIMIT You are prompted to enter the Superuser password 5 Key in the Superuser password and press Green The Refund Limit menu is displayed 6 Key in the amount such as 50 00 and press Green 7 Press OK to confirm Or press REKEY to re enter the refund limit amount ...

Страница 36: ...sk as follows A 1 1 Contacting the Helpdesk To facilitate your call please have your Merchant ID and Terminal ID to hand by performing the following task before you contact the Helpdesk 1 Be sure the terminal is powered on 2 From the start menu press F2 CREDIT DEBIT 3 Press 5 UTILITIES 4 Press 2 SYSTEM INFO The terminal prints the system report that includes the Terminal ID Merchant ID and softwar...

Страница 37: ...m Width of 57mm paper width To install a paper roll on the terminal 1 Gently pull the latch located at the bottom of the terminal to unlock the paper roll cover 2 Lift the printer cover up and back 3 Drop the paper roll into the printer tray and pull paper up past the door 4 Close the paper roll cover by gently pressing directly on the cover until it clicks shut allowing a small amount of paper to...

Страница 38: ...e End of Day EOD function automatically at 02 00 The time of ACME s banking session is from 02 01 Day 1 to 02 00 Day 2 Merchants are settled for all transactions that processed during this timeframe Figure B 1 Scenario 1 Timeline The EOD totals printed on the terminal s End Of Day report match the Fexco Host totals The Fexco Host session total represents the banking session total and is therefore ...

Страница 39: ...dnight Figure B 2 Scenario 2 Timeline The EOD totals printed on the terminal s End Of Day report do not match the Fexco Host totals banking session totals This is not a problem for the merchant because they want to reconcile the terminal totals with the till system s totalsl The Fexco Host session total represents the banking session total and is therefore the amount that will be settled to the Me...

Страница 40: ...Fexco Iveragh Road Killorglin Co Kerry Ireland V93 WN9T T 353 66 976 1258 www fexco com ...

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