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HyPERCOM MOBILE GPRS MERCHAnT OPERATInG GUIDE – TROUBLE SHOOTInG

10.0 Trouble Shooting.

10.1 Hardware Faults.

Hardware Faults

Action

no response from the
terminal

1. Ensure that the power cable is securely connected to

the terminal.

2. Power off the terminal for 10 seconds.
3. Power on the terminal.
4. Retry the transaction.
5. Call the Helpdesk if the problem persists.

Terminal not reading
cards

1. Re-insert/swipe the card as per instructions in section 4.
2. If there is still no response from the card reader power off the

terminal for 10 seconds.

3. Power on the terminal.
4. Attempt transaction again.
5. Call the Helpdesk if the problem persists.

Paper jamming
Or
not feeding
Or
not printing

1. Remove the paper roll from the printer to ensure that there is no

paper caught.

2. If the existing paper roll is damaged in any way then replace this

with a new roll.

3. If the problem continues power off the terminal for 10 seconds.
4. Power on the terminal.
5. Initialise the terminal by pressing the FUnCTIOn key and then

press 7 and EnTER. Select the soft key that corresponds with yES.

6. The terminal should print a logon receipt. This will confirm if the

printer is operational.

7. Re-test the printer using the FEED button.
8. you can test the printer by pressing the FUnCTIOn key, followed

by 82 and EnTER, then press 1 and EnTER. A receipt will print.

9. Call the Helpdesk if the problem persists.

Содержание Mobile GPRS EFTPOS

Страница 1: ...Hypercom Mobile GPRS Merchant Operating Guide...

Страница 2: ...ionery orders 1300 650 977 Touch Help Desk For General Touch Enquiries 1300 305 066 Authorisations For Fall Back Purposes Only Cardlink Authorisation Centre credit cards only 1300 301 831 EFTPOS Help...

Страница 3: ...Process a Sale with Tip 33 5 6 How to Process a Tip Addition 36 5 7 How to Process a Mail Telephone Order e Commerce Transaction 41 5 8 How to Process a Pre Authorisation 44 5 9 How to Process a Comp...

Страница 4: ...TPOS Merchant Operating Guide forms part of your Agreement with the Bank 1 1 Merchant Responsibility for Equipment and Materials Provided Imprinters terminals any other hardware or equipment and any u...

Страница 5: ...t unless he or she requests otherwise 1 5 EFTPOS Stationery All items of stationery relating to your EFTPOS terminal and fall back procedures can be ordered by phone or online on the internet Please p...

Страница 6: ...d on the screen Reports Key The REPORTS key accesses the report menu Menu Key The MENU key accesses the terminal menu for various functions Function Key The FUNCTION key is used to access the terminal...

Страница 7: ...recharged by plugging the terminal into mains power using the charger supplied or the optional docking cradle XX XXXX XXXX XXXXX XXXXXXXX XXXXX XXXXXXX XXX XXXXXX XX XXXXXXX XXXXXX XXX XXXXX XX XXX X...

Страница 8: ...pt to remove the SIM card from the terminal unless instructed by the Helpdesk 2 5 2 GPRS Coverage The GPRS network provides coverage to 96 of Australia s population To verify if your terminal has suff...

Страница 9: ...roll into the compartment with the end of the roll protruding from underneath the roll 1 3 2 4 6 5 7 9 8 0 1 3 2 4 6 5 7 9 8 0 Drop Paper Roll Pull Receipt Paper c Pull the paper out slightly and clos...

Страница 10: ...u are responsible for protecting this password against unauthorised use Do not key in your password in a manner that enables customers or unauthorised staff to observe the number If you do not know th...

Страница 11: ...rd and press ENTER You will be returned to the idle screen 2 7 2 Merchant Password This password is used to identify specific merchants when the terminal has multi merchant facility activated where av...

Страница 12: ...hift Total and Tip Report Setting Up and Enabling Users TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION MERCHANT FUNCTION ENTER FUNCTION CLEAR Key in 44 and press ENTER User IDs Enabl...

Страница 13: ...ing the keys for more options Repeat this process for all required users The terminal will now prompt for the operator to select a user after the amount has been entered on each transaction TERMINAL D...

Страница 14: ...t USER ID 1 2 3 4 5 6 Press the number which corresponds to the user you wish to edit and press ENTER You can scroll through the options by pressing the soft key next to the arrows USER ID Enter USER...

Страница 15: ...ou may receive You will not need to re enter the users on a replacement terminal if this is completed TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION MERCHANT FUNCTION ENTER FUNCTION...

Страница 16: ...minal is displaying the message INSERT SWIPE CARD 2 Hold the card face up with the chip towards the terminal 3 Insert the card as far as it will go into the reader and continue processing the transact...

Страница 17: ...credit card will not read when inserted in the chip card reader or when swiped while performing a credit account transaction the manual key process should not be used Warning Where the manual key proc...

Страница 18: ...ffecting live value totals During training mode the terminal will not connect to the host but will perform all transactions offline Transactions performed in training mode will not affect your settlem...

Страница 19: ...1 LOGON 2 BATCH 3 TERMINAL 4 REPRINT Press 3 and ENTER to select TERMINAL TERMINAL 1 VIEW 2 TRAINING 3 PASSWORDS 4 COMMS 5 LOCK Press 2 and ENTER to select TRAINING TRAINING MODE ENTER TRAINING MODE N...

Страница 20: ...ty the terminal will exit training mode and return to the idle prompt To exit training mode TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press MENU Or Press FUNCTION The next step depends on whet...

Страница 21: ...R Key in 33 and press ENTER TRAINING MODE LEAVE TRAINING MODE NO YES Press the soft key next to YES or press ENTER to end TRAINING MODE DATE TIME ENTER AMOUNT The idle screen will no longer display TR...

Страница 22: ...Hypercom Mobile GPRS Merchant Operating Guide Procedures 20 Receipt in Training Mode...

Страница 23: ...ssword will then be used to unlock the terminal Alternatively your merchant password where available or refund password can be used to unlock the terminal also TERMINAL DISPLAY PROCEDURE DATE TIME ENT...

Страница 24: ...be left at 0 00 Press ENTER Note Cash out is only available on cheque and savings accounts SALE INSERT SWIPE CARD If presented with a chip card insert the customer s card into the chip card reader Re...

Страница 25: ...or press ENTER NO or CANCEL will cancel the transaction RECEIPT DO YOU REQUIRE A CUSTOMER COPY NO YES Press the soft key next to YES or press ENTER to print customer receipt Otherwise press the soft...

Страница 26: ...nd their card If the transaction is declined the terminal will beep for two seconds and display an error message giving the reason An explanation of the error code is available in section 10 2 Respons...

Страница 27: ...ress 2 and then ENTER to select CASH CASH ENTER CASH AMOUNT 0 00 CLEAR Key in the cash amount and press ENTER CASH INSERT SWIPE CARD Insert the customer s chip card into the chip card reader Or Swipe...

Страница 28: ...serted and has not been removed yet Remove the card Note The terminal will continue to beep until the card has been removed Before completing the sale check that the transaction was approved Hand the...

Страница 29: ...ISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION MERCHANT FUNCTION ENTER FUNCTION CLEAR Key in 4 and press ENTER Enter Refund Pswd MERCHANT NAME CLEAR Key in the refund password and press ENTER...

Страница 30: ...CEIPT DO YOU REQUIRE A CUSTOMER COPY NO YES Press the soft key next to YES or press ENTER to print customer receipt Otherwise press the soft key next to NO or press CANCEL CHIP CARD PLEASE REMOVE CARD...

Страница 31: ...Operating Guide Transaction Procedures 29 Approved Refund Receipt approved with PIN no signature required Approved Refund Receipt signature required Remember to always check the receipt to verify if a...

Страница 32: ...LAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION MERCHANT FUNCTION ENTER FUNCTION CLEAR Key in 5 and press ENTER VOID ENTER INV ROC NO AND PRESS ENTER CLEAR Key in the ROC Record of Charge number p...

Страница 33: ...ey next to YES or press ENTER If the customer is not present press ENTER to confirm the void NO or CANCEL will cancel the transaction RECEIPT DO YOU REQUIRE A CUSTOMER COPY NO YES Press the soft key n...

Страница 34: ...Hypercom Mobile GPRS Merchant Operating Guide Transaction Procedures 32 Void Receipt Remember to always check the receipt to verify if a transaction has been approved...

Страница 35: ...e with Cash transactions are enabled on the terminal you can enter a cash out amount The cash out amount may be left at 0 00 Press ENTER SALE INSERT SWIPE CARD Insert the customer s chip card into the...

Страница 36: ...the receipt If the signature matches the signature on the card press the soft key next to YES or press ENTER NO or CANCEL will cancel the transaction RECEIPT DO YOU REQUIRE A CUSTOMER COPY NO YES Pre...

Страница 37: ...ng Guide Transaction Procedures 35 Approved Sale with Tip Receipt approved with PIN no signature required Approved Sale with Tip Receipt signature required Remember to always check the receipt to veri...

Страница 38: ...essed Note Tip Addition applies to credit and charge cards only The original purchase must have been without a tip The original purchase must not yet have been settled When tip addition is enabled a s...

Страница 39: ...ocedures 37 Receipt for tip addition Receipt for tip addition to be performed to be performed If tip is added a signature is required A signature is required regardless of whether a tip is added or no...

Страница 40: ...al transaction and press ENTER SALE INV xxxxxx SEL MERCHANT NAME DATE TIME CARD ACCOUNT CARD NO SALE AMOUNT APPROVAL The original transaction details will display Press ENTER to confirm details SALE A...

Страница 41: ...e press the soft key next to NO or press CANCEL TIP ADDITION ENTER INV ROC NO AND PRESS ENTER CLEAR The terminal returns to this prompt The operator can either enter a new ROC number or press CANCEL t...

Страница 42: ...Hypercom Mobile GPRS Merchant Operating Guide Transaction Procedures 40 Tip Addition Receipt Remember to always check the receipt to verify if a transaction has been approved...

Страница 43: ...process MOTO or ECOM transactions An authorisation of a MOTO or ECOM transaction only establishes that the funds are available in the cardholder s account and that the card has not been reported lost...

Страница 44: ...ES Confirm the total amount by pressing the soft key next to YES or press ENTER Otherwise press the soft key next to NO or press CANCEL COMMS PROCESSING PLS WAIT The terminal is connecting to the bank...

Страница 45: ...saction was approved If the transaction is declined the terminal will beep for two seconds and display an error message giving the reason An explanation of the error code is available in section 10 2...

Страница 46: ...orisations for seven calendar days only The length of time funds are held on a customer s card varies depending on the rules set by the cardholder s card issuer Once obtained a pre authorisation canno...

Страница 47: ...ES or press ENTER NO or CANCEL will cancel the transaction RECEIPT DO YOU REQUIRE A CUSTOMER COPY NO YES Press the soft key next to YES or press ENTER to print customer receipt Otherwise press the sof...

Страница 48: ...perating Guide Transaction Procedures 46 Approved PreAuth Receipt approved with PIN no signature required Approved PreAuth Receipt signature required Remember to always check the receipt to verify if...

Страница 49: ...number of the pre authorisation transaction Note The terminal retains pre authorisations for seven calendar days only 5 9 1 Using the ROC Number TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Pres...

Страница 50: ...press ENTER NO or CANCEL will cancel the transaction RECEIPT DO YOU REQUIRE A CUSTOMER COPY NO YES Press the soft key next to YES or press ENTER to print customer receipt Otherwise press the soft key...

Страница 51: ...TION MERCHANT FUNCTION ENTER FUNCTION CLEAR Key in 3 and press ENTER COMPLETION ENTER INV ROC NO AND OR PRESS ENTER CLEAR Press ENTER COMPLETION ENTER COMPLETION AMT 0 00 CLEAR Key in the completion a...

Страница 52: ...ES If the card was inserted remove the card from the reader If signature is required Have the customer sign the receipt If the signature matches the signature on the card press the soft key next to YE...

Страница 53: ...Hypercom Mobile GPRS Merchant Operating Guide Transaction Procedures 51 Completion Receipt Remember to always check the receipt to verify if a transaction has been approved...

Страница 54: ...print a report of all transactions performed since the last settlement without resetting the totals in the terminal TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press REPORTS REPORTS 1 TXN LISTI...

Страница 55: ...Hypercom Mobile GPRS Merchant Operating Guide REPORTING FUNCTIONS 53 Sub Total Report...

Страница 56: ...between 9 30pm and 11 00pm AEST To process a manual settlement TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION MERCHANT FUNCTION ENTER FUNCTION CLEAR Key in 8 and press ENTER SETTLEME...

Страница 57: ...Hypercom Mobile GPRS Merchant Operating Guide REPORTING FUNCTIONS 55 Settlement Report...

Страница 58: ...TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION MERCHANT FUNCTION ENTER FUNCTION CLEAR Key in 8 and press ENTER SETTLEMENT 1 SETTLEMENT 2 LAST SETTLEMENT 3 NEXT SETTLEMENT 4 LAST 7 SE...

Страница 59: ...NT 2 LAST SETTLEMENT 3 NEXT SETTLEMENT 4 LAST 7 SETTLEMENT Press 4 and ENTER to select LAST 7 SETTLEMENTS SELECT SETTLE DATE 1 DD MM YYYY 2 DD MM YYYY 3 DD MM YYYY 4 DD MM YYYY 5 DD MM YYYY 6 DD MM YY...

Страница 60: ...ON CLEAR Key in 6 and press ENTER REPRINT 1 LAST RECEIPT 2 INVOICE Press 1 and ENTER to select LAST RECEIPT RE PRINT INV xxxxxx SEL MERCHANT NAME DATE TIME EXP CARD ACCOUNT CARD NO SALE AMOUNT APPROVA...

Страница 61: ...Hypercom Mobile GPRS Merchant Operating Guide REPORTING FUNCTIONS 59 Receipt Reprint...

Страница 62: ...NCTION MERCHANT FUNCTION ENTER FUNCTION CLEAR Key in 6 and press ENTER REPRINT 1 LAST RECEIPT 2 INVOICE Press 2 and ENTER to select INVOICE REPRINT RECEIPT ENTER INV ROC NO AND PRESS ENTER CLEAR Key i...

Страница 63: ...REVIEW REPRINT RECEIPT ENTER INV ROC NO AND OR PRESS ENTER CLEAR Key in the ROC number of the required transaction and press ENTER or press ENTER to scroll through the transactions REVIEW INV xxxxxx...

Страница 64: ...ES or press ENTER to print customer receipt Otherwise press the soft key next to NO or press CANCEL REVIEW INV xxxxxx SEL MERCHANT NAME DATE TIME EXP CARD ACCOUNT CARD NO SALE AMOUNT APPROVAL The term...

Страница 65: ...TING 2 SUBTOTAL REPORT 3 SHIFT TOTALS Press 1 and ENTER for TXN LISTING PRINT TXN LISTING 1 ALL TRANSACTIONS 2 SALE WITH TIP 3 SALE WITHOUT TIP 4 PRE AUTH REPORT 5 STORED TXNS Press 1 and ENTER to sel...

Страница 66: ...Hypercom Mobile GPRS Merchant Operating Guide REPORTING FUNCTIONS 64 Transaction Log...

Страница 67: ...OTAL REPORT 3 SHIFT TOTALS Press 1 and ENTER for TXN LISTING PRINT TXN LISTING 1 ALL TRANSACTIONS 2 SALE WITH TIP 3 SALE WITHOUT TIP 4 PRE AUTH REPORT 5 STORED TXNS Press 2 and ENTER to select SALE WI...

Страница 68: ...Hypercom Mobile GPRS Merchant Operating Guide REPORTING FUNCTIONS 66 Tip Report...

Страница 69: ...any current shift totals using the following process TERMINAL DISPLAY PROCEDURE DATE TIME ENTER AMOUNT Press REPORTS REPORTS 1 TXN LISTING 2 SUBTOTAL REPORT 3 SHIFT TOTALS Press 3 and ENTER for SHIFT...

Страница 70: ...Hypercom Mobile GPRS Merchant Operating Guide REPORTING FUNCTIONS 68 Shift Report...

Страница 71: ...to that merchant Or press the soft keys to scroll up and down through the available merchants Once the correct merchant is highlighted press ENTER to continue You will also be prompted to enter a mer...

Страница 72: ...ss the soft key next to YES or press ENTER to confirm the amount Otherwise press the soft key next to NO or press CANCEL To enable this feature please contact the EFTPOS Helpdesk on 1300 650 977 Note...

Страница 73: ...Hypercom Mobile GPRS Merchant Operating Guide Additional terminal features options 71 Receipt with Surcharging Enabled Remember to always check the receipt to verify if a transaction has been approved...

Страница 74: ...LAY PROCEDURE DATE TIME ENTER AMOUNT Press FUNCTION MERCHANT FUNCTION ENTER FUNCTION CLEAR Key 45 and press ENTER PRE SET INPUT FUNCTION ENABLE PRE SET AMOUNTS NO YES Press the soft key next to YES or...

Страница 75: ...SPLAY PROCEDURE DATE TIME 1 50 8 00 3 20 5 00 SELECT ENTER AMOUNT Press the soft key next to the amount you want to charge Alternately you can enter a base amount and then add a pre set amount to the...

Страница 76: ...ISABLE PRE SET AMOUNTS NO YES To edit or remove the pre set amounts press the soft key next to NO EDIT PRESET AMOUNTS 1 1 50 2 0 00 3 0 00 4 0 00 5 0 00 6 0 00 Press the number which corresponds to th...

Страница 77: ...1 50 2 0 00 3 0 00 4 0 00 5 0 00 6 0 00 Repeat this process for up to six pre set amounts Press CANCEL to return to the idle prompt Disable pre set amount PRE SET INPUT FUNCTION DISABLE PRE SET AMOUNT...

Страница 78: ...Display the logo on the terminal and print it on your receipts Display the logo on the terminal but do not print it on your receipts Not display the logo on the terminal but print it on your receipts...

Страница 79: ...differences apply to normal on line processing For credit card transactions that are over your credit card floor limit you will be required to enter an authorisation number which you can obtain by ca...

Страница 80: ...nsactions to upload to the Bank the following message will be displayed TERMINAL DISPLAY PROCEDURE STORED TRANSACTION S ENTER AMOUNT STORED TRANSACTION S will scroll across the date and time bar at th...

Страница 81: ...red with that appearing on the reverse of the card If the signature does not match or you are in any doubt as to the authenticity of the cardholder another form of payment should be sought You must ch...

Страница 82: ...solutions existing customers 9 1 CCV Security Codes What is CCV The three or four digit value printed on a payment card used to verify card not present transactions CCV security codes are a way to les...

Страница 83: ...V on the front of the card above the account number Some cards do not have a CCV Should I Save CCV Security Codes No It is prohibited to store the CCV codes They must remain secret You must not write...

Страница 84: ...n again 5 Call the Helpdesk if the problem persists Paper jamming Or Not feeding Or Not printing 1 Remove the paper roll from the printer to ensure that there is no paper caught 2 If the existing pape...

Страница 85: ...the location of the Response Codes Where your terminal displays a response code not listed in this guide and you use an electronic terminal supplied by us you should phone the EFTPOS Helpdesk on 1300...

Страница 86: ...r to contact card issuer 05 CANNOT PAY Obtain another form of payment Advise cardholder to contact card issuer 06 CANNOT PAY Obtain another form of payment Advise cardholder to contact card issuer 08...

Страница 87: ...tension 500 51 CANNOT PAY Obtain another form of payment Advise cardholder to contact card issuer 52 WRONG ACCOUNT Retry the transaction selecting a different account If the transaction is declined ag...

Страница 88: ...uer 75 CANNOT PAY Retry the transaction If the transaction is declined again obtain another form of payment Advise cardholder to contact card issuer 83 INVALID ACCOUNT Retry the transaction selecting...

Страница 89: ...the problem persists CE NO CARRIER Turn terminal off then back on and retry the transaction Contact the Helpdesk if the problem persists FV INVALID FORMAT Turn terminal off then back on and retry the...

Страница 90: ...88 Code Display Cause Action Y1 APPROVED The transaction has been approved Y3 APPROVED The transaction has been approved Z1 CANNOT PAY Obtain another form of payment Z3 ISSUER UNAVAILABLE Obtain anoth...

Страница 91: ...he host has been lost GSM GPRS The wireless communications network used to connect a mobile EFTPOS terminal Manual Fall Back The use of a manual click clack imprinter as a back up when an electronic t...

Страница 92: ...90 Hypercom Mobile GPRS Merchant Operating Guide Notes...

Страница 93: ...91 Hypercom Mobile GPRS Merchant Operating Guide Notes...

Страница 94: ...Hypercom Mobile GPRS Merchant Operating Guide 92 Notes...

Страница 95: ...This page has been left blank intentionally...

Страница 96: ...on contained in this brochure was correct at time of printing July 2011 and is subject to change St George Bank A Division of Westpac Banking Corporation ABN 33 007 457 141 AFSL 233714 ACL 233714 ST21...

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