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Moneris® Go Plus: Using Your Terminal

Troubleshooting

Error messages

In the table below, find the error message that appears on the terminal and try the solution. If the error

message re-appears, contact Moneris Customer Care toll-free at

1-866-319-7450

Error message

Problem and solution

Cannot Process

Please Re-Try

There may be a problem with the customer’s card.
Try the transaction again. If it fails again, ask the customer for another card or other

form of payment.

Invalid completion amount

This error message appears when the amount of a pre-auth completion is greater

than $1,500

and

also more than 4x the pre-authorization amount. To avoid this error,

reduce the amount of the completion. If necessary, void the pre-authorization (page

28), then either process a new pre-authorization (page 24) or process a purchase

instead.

went wrong.

Tap

to clear the message.

Make sure your username and password are correct when signing in.

No connection
Whoops! Looks like you’re not

connected to the Internet

The terminal cannot establish a connection to Moneris.
For a

connection, follow these steps:

Tap

to clear the error message.

Swipe down from the top of the screen if needed to reveal the status bar. Check

the battery charge level and charge the battery as required. Swipe down again to

see the full status panel. Refer to Battery use

(

page 9).

Confirm that your terminal is connected to a cellular network by checking for the
presence of the cellular network icon



in the status bar.

Check the signal strength (number of bars) of the connection. It is best to have at

least 2 bars to communicate with Moneris.

Restart terminal. Press and hold the power button for about 2 seconds until a

menu appears. Tap

Reboot

, then tap

Reboot

again to confirm.

To troubleshoot a

Wi-Fi

connection, follow these steps:

Tap

to clear the error message.

Swipe down from the top of the screen if needed to reveal the status bar. Check

the battery charge level and charge the battery as required. Swipe down again to

see the full status panel. Refer to Battery use (page 9).

Ensure that your terminal is within range of your wireless router.

Ensure the terminal is connected to the desired Wi-Fi network.

Ensure that your Wi-Fi network is working. Tap Mobile data to turn it on

(icon is green with up/down arrows) if the Mobile data is off (icon is grey).

Contact your Internet Service Provider or your network helpdesk as needed.

Restart your terminal. Press and hold the power button for about 2 seconds until

a menu appears. Tap

Reboot

, then tap

Reboot

again to confirm.

Содержание Go Plus

Страница 1: ... October 2022 Moneris Go Plus Using Your Terminal ...

Страница 2: ...attery use 9 Helpful hints 9 Battery status indicators 9 Power on 9 Power saving mode 9 Restart 10 Power off 10 Card entry options 11 Transactions 12 Transaction guidelines 12 Purchase 13 Purchase Card not present 17 Purchase Partial approval 21 Purchase Cash 23 Pre authorization 24 Pre authorization card not present 27 Pre authorization Completion or void 28 Refund 32 Independent refund 36 Indepe...

Страница 3: ...Transaction settings 55 User management 56 Users 56 User roles 58 Edit user changing your own password 61 General application settings 62 End of day process 63 Troubleshooting 64 Error messages 64 Equipment issues 65 Other issues 65 Merchant support 66 Setting up your terminal If you have not already set up your terminal hardware and software refer to the Moneris Go Plus Setting up Your Terminal g...

Страница 4: ...lement Function A Printer Prints receipts and reports B Contactless reader Reads card information when a card is tapped page 11 C Front camera Scans QR codes on a receipt to help you find a transaction to refund void or reprint receipts D Magnetic stripe reader Reads card information when a card is swiped page 11 E Touch screen display Displays information and allows you to enter information by to...

Страница 5: ...nsaction amount is correct Accept confirm the choice or information displayed on screen Back icon Go back to the previous screen menu Additional options icon Display additional options Navigating the terminal Touch screen interaction Your Moneris Go Plus features a large color touch screen To access a function displayed on screen for example a button a menu a field simply use your finger to tap th...

Страница 6: ... 24 hour summary of transactions page 48 View transaction details page 48 View the End of day report page 63 Refund a purchase page 32 Void a purchase page 40 Complete or void a pre authorization page 28 Settings Display the Settings menu page 52 in order to Change receipt settings page 53 Change Tip settings page 54 Change Transaction settings page 55 Manage users page 56 Change General applicati...

Страница 7: ... d Tap the Password field and enter your user password e Tap Sign in The application signs you in and displays the default transaction screen Forgot your password If you can t remember your password follow these steps 1 Tap the Username field and enter your username 2 Tap Forgot Password As shown on screen the application sends a message to your email address with a link to allow you to reset your...

Страница 8: ...will be left unattended to prevent unauthorized transactions 1 To sign out of Moneris Go Plus a Tap the Main menu icon b At the bottom of the menu tap Sign out Note To allow the application to sign you out automatically refer to General application settings page 62 There are 2 methods of automatic sign out ...

Страница 9: ...status bar for the DX8000 The terminal is currently connected to and using your local Wi Fi network To confirm 4G 3G wireless communication 1 Confirm that there is sufficient signal strength see the Signal strength indicator table below Signal strength indicator for cellular communication Icon Description 5 bars Terminal is receiving a very strong signal from the network and can process transactio...

Страница 10: ...tatus indicators The battery icon displays in the status bar The icon reflects the battery charge status charge level Terminal connected to external power source The lightning bolt portion of the battery icon appears when the terminal is connected to an external power source 25 charge or less Recharge the battery as soon as possible The terminal may be close to powering off Data will not be lost i...

Страница 11: ...ff Restart Screenshot Services and Base 3 Tap Restart The screen displays Restarting 4 The terminal shuts down and restarts Power off 1 Ensure that the terminal is not connected to a power source If needed Unplug the charging cable from the terminal or Undock the terminal from the optional charging base 2 Locate the power button on the left side of the terminal Press the button until you see the m...

Страница 12: ...when the customer taps their card the terminal displays Limit exceeded followed by Insert or swipe To complete the transaction for the same amount the customer inserts or swipes their card Swipe Magnetic stripe cards When the screen displays Tap insert or swipe the customer swipes the card on the terminal s magnetic stripe reader The card s magnetic stripe faces the terminal The card can be swiped...

Страница 13: ...rt the transaction on the terminal and follow the prompts For instructions refer to pages 13 44 If prompted pass the terminal to your customer so they can respond to the customer prompts If card entry is required to complete the transaction the customer if present enters their card using tap insert or swipe The merchant prompts and the customer prompts may vary depending on the transaction type fo...

Страница 14: ... tap the Main menu icon then tap Transactions 2 Use the on screen numeric keypad to enter the purchase amount then tap the OK key 3 The transaction identifier prompt appears only if enabled under Transaction settings page 55 The label Custom ID will be replaced by your customized label for example Customer number Tap the field enter a value using the on screen keyboard then tap Go To bypass the pr...

Страница 15: ...n appears showing The total sale including the tip if any The Tap insert or swipe prompt The cards for example Interac Visa and mobile wallets for example Apple Pay you accept 7 The customer enters their card on the terminal Depending on the type of card they can tap insert or swipe it For more information on card entry options page 11 Additional prompts may appear such as cashback and surcharge i...

Страница 16: ...nce the purchase is approved the How would you like your receipt prompt appears showing the customer the available options for receiving a receipt Print Text Email and No Receipt Note You can choose which receipt options customers will see Refer to Receipt settings page 53 11 The customer selects a receipt format or no receipt by tapping one of the options on screen If the customer chooses Text or...

Страница 17: ...equested If the customer requested a printed receipt give them the cardholder copy If you enabled merchant receipt printing keep the merchant copy for your records 14 When the Transaction Complete prompt appears tap OK to return to the default Purchase screen 15 The default transaction screen appears The application is ready to process your next transaction ...

Страница 18: ...ransaction If your terminal is at a different screen tap the Main menu icon then tap Transactions 2 Tap the card entry field Tap insert or swipe to display the card entry options 3 Tap Manual entry then OK Note Manual entry must be enabled in your user role page 58 and in Transaction settings page 55 4 Enter the purchase amount then tap the OK key Note The order of these initial steps is flexible ...

Страница 19: ...tion b Tap each credit card field and enter the information required c Tap Confirm If you did not enter a CVV continue at step 6 Otherwise skip to step 7 6 Tap one of the available choices to indicate why you did not enter the CVV 7 If tip entry is turned on you can enter a tip amount as specified by the customer To enable tip entry refer to Tip settings page 54 ...

Страница 20: ...for receiving a receipt Note You can choose which receipt options will appear Refer to Receipt settings page 53 a Select a receipt format on behalf of the customer or ask them if speaking on the telephone b If you selected Text or Email enter the appropriate information 10 The application prints receipts if requested If you enabled merchant receipt printing keep the merchant copy for your records ...

Страница 21: ...s Using Your Terminal 20 11 The Transaction Complete prompt appears Tap OK to return to the default Purchase screen 12 The default transaction screen appears The application is ready to process your next transaction ...

Страница 22: ... more than one 2 When a partial payment is approved the screen displays the following information to the customer The approval message The amount paid The amount still due A prompt to pass the terminal back to the merchant 3 The customer passes the terminal back to you 4 The screen displays the partial approval information together with 3 options Ask the customer how they would like to proceed To ...

Страница 23: ...customer requested a printed receipt give them the cardholder copy If you enabled merchant receipt printing keep the merchant copy for your records 9 Pass the terminal to the customer so they can respond to the customer prompts for the next payment of the balance due This procedure will repeat as long as there is a balance to be paid 10 The application begins a card purchase or a cash purchase dep...

Страница 24: ...tinue This step appears when password protection for cash transactions is enabled in your User role page 58 5 Pass the terminal to the customer 6 If tip entry is enabled the customer enters a tip or no tip 7 At the total amount confirmation screen the customer taps OK to confirm the total amount including any tip 8 The receipt options screen appears 9 The customer selects a receipt format or no re...

Страница 25: ...aying at a hotel 1 Start at the Purchase screen This is the default transaction If your terminal is at a different screen tap the Main menu icon then tap Transactions 2 Tap the additional options icon and select Pre authorization The title of the screen changes from Purchase to Pre authorization 3 Use the on screen numeric keypad to enter the amount you want to pre authorize then tap the OK key ...

Страница 26: ... authorization total screen appears prompting the customer to Tap insert or swipe 6 The customer enters their card on the terminal Depending on the type of card they can tap insert or swipe it For more information on Card entry options page 11 7 The Processing please wait message appears If the customer inserted a chip card the message Do not remove your card also appears ...

Страница 27: ... selects a receipt format or no receipt by tapping one of the options on screen If the customer chooses Text or Email they are prompted to enter the appropriate information 10 The customer passes the terminal back to you as directed by the application 11 The application prints receipts if requested If the customer requested a printed receipt give them the cardholder copy If you enabled merchant re...

Страница 28: ...king a reservation by telephone for a hotel stay or car rental 1 Refer to the Pre authorization page 24 procedure for card present and follow steps 1 to 3 2 On the Pre authorization screen tap the card entry field Tap insert or swipe to display the card entry options 3 Tap Manual Entry and then OK 4 When prompted enter the credit card information using the on screen keypad then tap Confirm 5 Follo...

Страница 29: ... authorization you want to complete or void If needed tap the All transactions dropdown menu and select Pre authorizations to see pre authorization transactions processed in the last 30 days You can also tap Scan to scan the QR code from a receipt or tap Search to look for the pre authorization to be completed For instructions refer to Finding a transaction using Scan or Search page 51 3 The trans...

Страница 30: ...ion amount tap the Delete key to delete the full amount then enter the final amount to charge to the customer s card 5 Tap the OK key to continue 6 Pass the terminal to your customer so they can respond to the customer prompts 7 If tip entry is turned on the customer enters a tip or no tip To enable tip entry refer to Tip settings page 54 ...

Страница 31: ... appear Refer to Receipt settings page 53 a The customer selects a receipt format or no receipt by tapping one of the options on screen b If the customer chooses Text or Email they are prompted to enter the appropriate information 10 The customer passes the terminal back to you as directed by the application 11 The application prints receipts if requested If the customer requested a printed receip...

Страница 32: ...sing Your Terminal 31 12 When the Transaction Complete prompt appears tap OK to return to the default transaction screen 13 The default transaction screen appears The application is ready to process the next transaction ...

Страница 33: ...e 36 1 At the Main menu tap Reports 2 Tap the transaction you want to refund If needed tap the All transactions dropdown menu and select the type of transaction you are searching for You can also tap Scan to scan the QR code from a receipt or tap Search to look for the transaction to be refunded For instructions refer to Finding a transaction using Scan or Search page 51 3 The transaction details ...

Страница 34: ...10 If the original purchase was processed using a credit card skip to step 9 If the original purchase was processed using a debit card or UnionPay card continue to step 6 6 As indicated on screen pass the terminal to the customer so they can enter their card and respond to any customer prompts 7 The refund total screen appears prompting the customer to Tap insert or swipe 8 The customer enters the...

Страница 35: ...e You can choose which receipt options customers will see Refer to receipt settings page 53 11 The customer selects a receipt format or no receipt by tapping one of the options on screen If the customer chooses Text or Email they are prompted to enter the appropriate information 12 The customer passes the terminal back to you as directed by the application 13 The application prints receipts if req...

Страница 36: ...ing Your Terminal 35 14 When the Transaction Complete prompt appears tap OK to return to the default transaction screen 15 The default transaction screen appears The application is ready to process your next transaction ...

Страница 37: ...lly Admin or High in order to perform this transaction Refer to User roles page 58 1 Start at the Purchase screen This is the default transaction If your terminal is at a different screen tap the Main menu icon then tap Transactions 2 Tap the additional options icon and select Refund The title of the screen changes from Purchase to Refund 3 If this is a cash independent refund tap the card entry f...

Страница 38: ...ustomer so they can respond to any customer prompts 6 If you re processing a cash independent refund skip to step 10 receipt options 7 The refund total screen appears prompting the customer to Tap insert or swipe 8 The customer enters their card on the terminal Depending on the type of card they can tap insert or swipe it For more information on Card entry options page 11 ...

Страница 39: ...ou can choose which receipt options customers will see Refer to receipt settings page 53 11 The customer selects a receipt format or no receipt by tapping one of the options on screen If the customer chooses Text or Email they are prompted to enter the appropriate information 12 The customer passes the terminal back to you as directed by the application 13 The application prints receipts if reques...

Страница 40: ...ry must be enabled in your user role usually Admin or High in order to perform this transaction Refer to User roles page 58 Manual entry must also be enabled in Transaction settings 1 Refer to the Independent refund procedure for card present page 36 and follow steps 1 to 3 2 On the Refund screen tap the card entry field Tap insert or swipe to display the card entry options 3 Tap Manual Entry and ...

Страница 41: ...rent batch can be voided For example if the purchase transaction that you want to void is in a batch that is already closed perform a refund instead Use the Report screen to void a purchase 1 At the Main menu tap Reports 2 Tap the transaction you want to void If needed tap the All transactions dropdown menu and select the type of transaction you are looking for You can also tap Scan to scan the QR...

Страница 42: ...in the current batch can be voided If you need to reverse the transaction perform a refund instead of a void 4 The application prompts you to confirm that you want to proceed with voiding the transaction To proceed tap OK Continue to step 5 To cancel tap the Back icon 5 Choose one option If the original transaction was processed using an Interac or UnionPay card continue to step 6 Otherwise skip t...

Страница 43: ...r PIN 8 The Processing please wait message appears If the customer inserted a chip card the message Do not remove your card also appears 9 Once the void is approved the How would you like your receipt prompt appears showing the customer the available options for receiving a receipt Print Text Email and No Receipt Note You can choose which receipt options customers will see Refer to receipt setting...

Страница 44: ...if requested If the customer requested a printed receipt give them the cardholder copy If you enabled merchant receipt printing keep the merchant copy for your records 12 When the Transaction Complete prompt appears tap OK to return to the default screen 13 The default transaction screen appears The application is ready to process your next transaction ...

Страница 45: ...r the card number tap the card entry options field then tap Manual entry from the list then OK Enter the card number and CVV when prompted Go to step 7 For Moneris gift cards only you may tap Scan to scan the barcode located on the back of the card Hold the gift card below the terminal so that the barcode is visible on the screen Go to step 7 4 Pass the terminal to the customer so they can enter t...

Страница 46: ... each time they wish to receive a receipt by email Text No action required Moneris does not store the customer s cell phone number This means the customer will have to enter their cell phone number each time they wish to receive a receipt by text Print The customer copy of the receipt will print on the terminal Give the customer copy to the customer No receipt No action required Merchant copy If e...

Страница 47: ...u can also tap Scan to scan the QR code from a receipt or tap Search to look for the transaction For instructions refer to Finding a transaction using scan or search page 51 3 When the transaction details appear tap Reprint The application reprints both the customer copy and the merchant copy of the receipt 4 Tap the Back icon in the title bar to return to the previous screen 5 Tap the Main menu i...

Страница 48: ...brand include Interac Visa Mastercard and American Express The card number is masked an asterisk is printed in place of the card number except for the last four numbers C Chequing or Saving Indicates which account was selected by the cardholder for an Interac card D Entry Indicates how the card information was entered for example tap insert or swipe E Custom ID You can customize the name of this f...

Страница 49: ...Refer to User roles page 58 24 hour Summary This is a summary of all transactions processed on all of your Moneris Go Plus terminals in the 24 hour period starting at your Report reset time page 62 For example if your reports are reset at 11 p m the summary shows transactions from 11 p m yesterday to 11 p m today It shows the number of each type of transaction Purchase Refund and Void and the doll...

Страница 50: ... 50 Filtering transaction totals by User will enable you to get the totals for a specific user whether that user is a clerk server driver or other employee The end of day report also summarizes tips In the default summary for all users you can see the tips for your entire account which is useful if you want to pool and divide tips When you add a User filter you can see the tip total for a specific...

Страница 51: ...nd date filter The screen displays only the transactions totals that match the time and date range you specified Terminal filter 1 On the additional options menu tap Terminal to display the terminal list All terminals and the current terminal are already selected To select a different terminal tap it 2 The screen displays only the transactions totals for the terminal you selected To restore the de...

Страница 52: ...Search screen appears 2 Tap the Search field to enter a value to look for You can enter A username to find all transactions processed by that person An amount for example 50 20 A card brand for example Visa MC Amex and Interac An order ID 3 Review the Date field which displays the current 24 hour period To change it tap the field set the desired time and date range and tap Go 4 Tap Search to retri...

Страница 53: ...s Receipts Change receipt settings page 53 Tips Change tip settings page 54 Transactions Change transaction settings page 55 Users Manage users page 56 General application Change General application settings page 62 Sync settings with Moneris Tap Sync to synchronize all settings with Moneris Changing your own password for low access users If you do not have access to the Settings menu and you want...

Страница 54: ...our customers a choice of receipt formats tap the toggle next to Cardholder choice a The options for receipt formats appear Email Text and No receipt b Enable or disable each format by tapping the toggle next to it Note If you disable Cardholder choice the terminal will print a customer receipt automatically 3 Print QR code By default the application prints a QR code on each receipt To disable pri...

Страница 55: ...n your choice enter dollar amounts no cents or percentages for the pre set tips below Tip Preset 1 Enable this setting to allow customers to enter a pre set tip Tap the Preset Value field and enter a percentage or a dollar amount depending on your tip preset type above Tap the checkmark Tip Preset 2 Enable this setting to allow customers to enter a pre set tip Tap the Preset Value field and enter ...

Страница 56: ...for purchases where the card is not present CNP such as email and telephone orders Transaction identifier Enable this setting to create a custom field which you can use to capture specific information during your transactions Once you tap the toggle a field appears showing Custom ID Replace Custom ID with a name for the type of information you want to record during each transaction For example Inv...

Страница 57: ...when finished with Transaction settings User management The Moneris Go Plus application allows you to maintain a secure processing environment through a combination of users and user roles No one can operate the terminal without signing in with a valid username and password Each user is assigned a user role which determines which transactions and functions the user is allowed to perform Continue r...

Страница 58: ... repeating characters For example lou449 is acceptable but lou444 is not No common sequences like 123 or abc For example jp126 is acceptable but jp123 is not Note If your user role allows you can change your own password For users who do not have access to the Users screen refer to Edit user on page 61 To disable the user profile so they can no longer sign in tap Deactivate Note You cannot delete ...

Страница 59: ...roles section below 6 Tap Save to save the new user User roles User roles are essential to maintaining the security of your terminal They determine which users are allowed to perform which tasks The application features 3 default user roles User role Permitted to perform these tasks Usually assigned to this type of user Admin Process all transactions Access all settings and reports Create and edit...

Страница 60: ...ettings tap the adjacent toggle to enable or disable which ones this user role is allowed to access Tap Save when finished Delete the user role Note You cannot delete a user role if that role is currently assigned to any users 5 Use the on screen keyboard to enter a specific value in the Search field such the name of the user role for example High or a word that might appear in the description of ...

Страница 61: ...Go Plus Using Your Terminal 60 c Transactions Reports and Settings Tap the toggle beside each option to enable it as required for the new role Review the screen images below 7 Tap Save to save the new user role ...

Страница 62: ... 2 On the Edit user screen tap Change password When changing your password keep these rules in mind It must be at least 4 characters Avoid more than 2 repeating characters For example lou449 is acceptable but lou444 is not Avoid common sequences like 123 or abc For example jp126 is acceptable but jp123 is not 3 On the Change password screen a Tap each field and enter the required information You w...

Страница 63: ...tes or 5 minutes Report reset time This is the time when your reports will reset to 0 To change it tap the field and set a new time For example if you set it for 12 00am the reports in the application will cover the period from 12 00 a m to 11 59 p m It is best to set the Report reset time 2 to 3 hours outside of your typical business hours if you close at 10 p m set it for 12 a m if you close at ...

Страница 64: ...arized in this report For user roles where View other users in reports is enabled the user will see All users as the default value in the user field on the End of day screen If not the individual user s name will appear in the user field and only the transaction totals for that user will be counted and displayed Refer to User roles page 58 c Tap the additional options icon to filter transaction to...

Страница 65: ...p of the screen if needed to reveal the status bar Check the battery charge level and charge the battery as required Swipe down again to see the full status panel Refer to Battery use page 9 3 Confirm that your terminal is connected to a cellular network by checking for the presence of the cellular network icon in the status bar 4 Check the signal strength number of bars of the connection It is be...

Страница 66: ...o Sale Equipment issues If the terminal does not display an error message but is not functioning correctly review this list of equipment issues to find suggested solutions Issue Solution Blank receipts and reports The terminal appears to be printing receipts and reports but the paper is blank The paper roll is installed backward To re install the paper roll refer to Install the paper roll in the M...

Страница 67: ...r Manual Visit shop moneris com to purchase point of sale supplies and receipt paper Visit insights moneris com for business and payment news trends customer success stories and quarterly reports insights Need us on site We ll be there One call and a knowledgeable technician can be on the way Count on minimal disruptions to your business as our Field Services provide assistance with your payment t...

Страница 68: ... document Neither Moneris Solutions Corporation or any of its affiliates nor any of our or their respective licensors licensees service providers or suppliers warrant or make any representation regarding the use or the results of the use of the information content and materials contained in this document in terms of their correctness accuracy reliability or otherwise Your gift card processing is g...

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