td generation - td canada trust … · about the td generation 1 - 1 - welcome to td ... you would...
TRANSCRIPT
TD GenerationMerchant Guide
For the TD Generation
• Portal2withPINpad
COPYRIGHT © 2016 by The Toronto-Dominion BankThis publication is confidential and proprietary to The Toronto-Dominion Bank and is intended solely for the use of Merchant customers of TD Merchant Solutions. This publication may not be reproduced or distributed, in whole or in part, for any other purpose without the written permission of an authorized representative of The Toronto-Dominion Bank.
NOTICE The Toronto-Dominion Bank reserves the right to make changes to specifications at any time and without notice. The Toronto-Dominion Bank assumes no responsibility for the use by the Merchant customers of the information furnished in this publication, including without limitation for infringements of intellectual property rights or other rights of third parties resulting from its use.
MERCHANT INFORMATION
Merchant Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Merchant Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
ContentsWelcome to TD Merchant Solutions ............................................ 1
Who should use this guide? ......................................................... 1The TD Generation with PINpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Hardware ..................................................................................... 2The terminal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Navigation ....................................................................................................... 2Changing the paper roll ................................................................................... 2
Screens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2Idle screens and icons ...................................................................................... 2Home screen(s) and icons ................................................................................ 3Icons ............................................................................................................... 3
The PINpad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Navigation ....................................................................................................... 4
The Communications Hub . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Cardholder Privacy and Security ................................................. 5Terminal security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Fraud prevention . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Force post fraud prevention ............................................................................. 5Call for authorization fraud prevention ............................................................ 5
Call for authorization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Imprinters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Transaction records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Storing cardholder receipts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Financial Transactions .................................................................. 7Accepted card types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Credit card purchase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Debit card purchase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Phone or mail purchase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Force post purchase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Void . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Transaction recall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Refund . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Receipts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Reprinting receipts ......................................................................................... 13Receipt examples ........................................................................................... 14
Business Day Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Performing day close ..................................................................................... 15Customizing the day close report ................................................................... 15Reprinting the day close report ...................................................................... 16
Continued on next page
Portal 2 with PINpad Merchant Guide
Reporting ................................................................................... 17Business day reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Batch reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Customized reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Administration and Configuration ............................................. 19Administering the terminal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Login requirements for terminal functions ..................................................... 19
User management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Add user ....................................................................................................... 20Change password .......................................................................................... 20Remove user .................................................................................................. 20User list ......................................................................................................... 20
Logon method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Downloads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Parameter download ..................................................................................... 21Software download ....................................................................................... 21
Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22Communications ........................................................................................... 22Date / Time sync ............................................................................................ 23Terminal volume ............................................................................................ 23Terminal brightness........................................................................................ 23Priority mail ................................................................................................... 23PINpad volume .............................................................................................. 24Language ...................................................................................................... 24Voice prompts ............................................................................................... 24Receipt banner .............................................................................................. 24Reprint older receipt ...................................................................................... 25
Troubleshooting ......................................................................... 27Purge transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Terminal information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Appendices ................................................................................ 33Lost or stolen equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
What should I do when the police arrive regarding the stolen device? ........... 33
TD Generation Portal 2 with PINpad Merchant GuideAbout the TD Generation 1
- 1 -
Welcome to TD Merchant SolutionsThisisanewandexcitingproductthatoffersnewfunctionalityforyou,themerchant.Thefollowingmaterialswillprovidehelpfulinformationabouttheequipment,itsfeaturesandTDMerchantSolutions.PleaseensureyoureadthisguidesothatyoubecomefamiliarwiththecapabilitiesofthePortal2andhowitcansupportyourbusinessneeds.
Bynowyourterminalwillbeinstalled,initializedandconfigured.Nowit’stimeforyoutolearnmoreaboutitsfeaturesandcapabilities.Section1outlinestheterminal’sbasicfunctions.Insection2youwilllearnaboutyourresponsibilitiesasamerchant.Financialtransactionsarecoveredinsection3andsection4coversreporting.Section5coversadministrationandtheconfigurationofyourterminalandtroubleshootingstepsareinsection6.
Who should use this guide?YouwouldusethisguideifyouperformtransactionsonaTDGenerationPortal2withPINpadduringthecourseofyourdailybusiness.
TheTDGenerationwithPINpadTheterminalissolelyforyou,ourMerchant.Youwillusetheterminaltoinitiatetransactionsforcustomer’susingcredit,debit,loyaltyorgiftcards.Dependingonyoursettings,somecardtypesmaynotbeacceptedbyyourterminal.Forloyaltyandgiftcardinformation,pleasereviewouronlinedocumentationatwww.TDMerchantSolutions.com/ResourceCentre.
Functionality
Name Terminal PINpad
Paperchamberbutton --
Navigationkeys --
Paperadvanceicon --
Commandicons/keys CANC < OK X < O
Chipcardreader --
Magneticstripereader --
Contactlessreader --
Communications Viadial-uporDSLconnection Connectedtotheterminal
• Pleasenote,therehavebeensomechangestotheterminalhardware.Thenewhardwareversionhasamuchlargertouchscreenversusthepreviousversionwhichhadasmallertouchscreenwithanumerictouchpadbelow.Ifyouhavetheprevioushardwareversion,pleaseensurethatyoudownloadthecorrectdocumentationforTDGenerationPortalwithPINpad.
- 2 -
Screens
Idle screens and icons
ThedefaultscreeniscalledtheIdlescreen.Itdisplaysalotofimportantinformationanddifferentwaystoaccessyourterminal’sfunctionality.Ifyourequireuserstologintotheterminal,yourIdlescreenwillbetheoneontheleft.Aftertheterminalisunlocked,orifitdoesn’trequirealogin,itwillappearastheoneontheright.
Wed Apr 20 16:09:34
?
Terminal (unlocked)
Wed Apr 20 16:09:34
?
ID:|1
4
7
2
5
8
3
6
9
0
CANC < OK
Terminal (locked)
HardwareTheterminal
1. Paper chamber button
2. Touchscreen Allnavigationandmerchantdataentryisdonethroughthetouchscreen.
Navigation
• Theterminalusesatouchscreenfornavigation.Youcannavigatescreensbyswipingleft/rightortappinganonscreenoption.
• Onlyuseyourfingerwhenusingthetouchscreenasobjectsmaydamageit.
Changing the paper roll
1. Pressthepaper chamber buttononthe top-leftcorneroftheterminaltoopenthe panelandremovetheemptypaperrolltube.
2. Unwrapanewpaperrollandplaceitinthepaperchambersothatthelooseendofthepaperfeedsupfromunderthepaperrolltowardsyou.
3. Pressdownonthepaneluntilitclicksshutandensurethereisabitofpaperstickingoutfromthechamber.
Wed Apr 20 16:09:34
?
ID:|1
4
7
2
5
8
3
6
9
0
CANC < OK
1
2
TD Generation Portal 2 with PINpad Merchant GuideAbout the TD Generation 1
- 3 -
Home screen(s) and icons
TheHome screenalwaysdisplaysthreeormoreiconsthatinclude:Purchase,VoidandDay Close.
• TheService MenuiconisreplacedwiththeControl Panel icon.
• Ifyourbusinessrequiresmorethan10transactiontypes,therewillbeasecondscreenwiththeremainingicons.
Navigation
IfyouhavemorethanoneHomescreenyoucantellwhichscreenyou’reonbylookingatthetwodotsatthetopofthescreen.Thereddotindicatestheactivescreen.Placeyourfingeronthetouchscreenandswipeleftorrighttonavigatetothedesiredscreen.
Ifaniconhassub-menus,swipeupanddownthescreentonavigatetheentiremenu.
Icons
Theiconsontheterminalchangefromscreentoscreen.Belowarethemostcommoniconsthatyouwilluseinyourday-to-daybusiness.ThePINpadhasnointerfaceicons.
Icon Name Description Idle Screen Home Screen
? Help TapthistoaccesstheHelpscreen.
Servicemenu ThisiconisonlyusedbyTDtechnicians. -
Controlpanel Tapthisicontoaccessadministrationandconfigurationsettings.
-
Speakervolume Taptoaccessterminal’sspeakervolume.
Screenbrightness Tapthistochangeterminal’sscreenbrightness.
Mail Taptoreviewanypriorityemails.
Internetstatus ThisiconindicatesthatyourterminalisconnectedtotheInternet.Ifitisn’tconnectedyouwillsee tothebottomrightoftheicon.
Dial-upstatus Thisiconindicatesthatyourterminalisconnectedviadial-up.
Possible Possible
PINpaddisconnected ThisiconindicatesyourPINpadisdisconnectedfromtheterminal.PleaseverifythatthePINpadissecurelyconnectedtotheterminal.
Possible Possible
Lock/Logoff Tapthistologoutthecurrentuseror,ifyoudon’tuseloginIDs,tapthisicontoreturntotheIdlescreen.
-
?Wed Apr 20 16:09:34
Purchase
Void
Force PostPurchase
Day Close
Refund
�
X
LastReceipt
CLOSED
$
RECEIPT
$
Tran. Recall
MoreDebit/Credit
Ribequ
1234 5678 91
Alitem RaIde
que
9101 121
amtdelk
Host Tran.
FinancialReports
- 4 -
Icon Name Description Idle Screen Home ScreenHome TapthistoaccesstheHomescreen(s).
PaperAdvance Tapthistoadvancethepaperrollintheterminal. -
ThePINpadThePINpadisusedbythecustomertomaketransactionselectionsandentries.
1. Dash keysUsethe- keystonavigatethescreensandmenus.
2. Command keys• X =Cancel• < =Correction• O =OKoractivate
3. Volume key UsethiskeytoadjustthePINpadvolume.
4. Card readers
a) Insertchippedcards
b) Contactlesscards
c) Swipecards
Navigation
• Dashkeys—thetwo- keysareusedbythecustomertoselectonscreenoptions.
TheCommunicationsHubTheGenerationwithPINpadcomeswithahubtoallowforeasypowerandInternetconnectivity.Itincludes:
• Apowercable
• Apowerport
• Adialupport
• AnEthernetportDualconnectioncommunicationshubsareavailableuponspecialrequest.
- -1 QZ 2 ABC 3 DEF
4 GHI 5 JKL 6 MNO
7 PRS 8 TUV 9 WXY
0
X < O
Welcome/Bonjour
4a
4b
4c
1
2
3
TD Generation Portal 2 with PINpad Merchant GuideAbout the TD Generation 1
- 5 -
Cardholder Privacy and SecurityPleaserefertotheCardholder PrivacysheetinyourMerchantWelcomeKit.Itcontainsimportantinformationaboutyourresponsibilitiestoyourcustomersandtheirpersonalandtransactioninformation.
TerminalsecurityItistheMerchant’sresponsibilitytosecuretheirterminalandtopreventunauthorizeduse.TheMerchantwillbeliableforanyunauthorizeduseoftheterminaloranyuserIDsorpasswords.Therearetwousersecuritysettings:
No security (Default)
ThissettingdoesnotuseuserIDsandpasswords.Merchantsthatchoosetousenosecuritystillhavetheoptiontosetupastore/manageroverrideIDandpasswordtoaccessareasoftheterminalthathaveamandatoryrequirementforsupervisorpassword.
Security
ThisoptionallowstheusertoenablealoginforsupervisorsandoperatorswithanIDandpasswordorjustIDlogin.Thesupervisorsetuprequiresyoutocreateapassword.
Youcanactivatethisbygoingto /Homekey Control PaneliconLogon Method.
FraudpreventionPleaserefertotheHow to Help Prevent FraudpamphletinyourMerchantWelcomeKit.Youcanalsoreducefraudulenttransactionsonyourterminalbyenabling:
Force post fraud prevention
Youcannowdisableorpasswordprotectforceposttransactionsonyourterminal.Ifaforceposttransactionoccurstheterminalwilleither:
• Passwordprotected—Requestasupervisorormanagertoentertheirpassword.
Call for authorization fraud prevention
Youcanenable/disablecallforauthorizationtransactions.ThedefaultsettingisOFF.
CallforauthorizationSometimes,duetoacommunicationorsecurityissue,atransactioncannotorshouldnotbecompleted.Thistransactionmayrequirethatyoucallforauthorizationtoensurethatthecardisingoodstandingandthatthetransactioncanbecompleted.Seethelistofmessagesandeventsbelowthatwillcauseyoutocallforauthorization.
Whenever Action
…theCALLFORAUTHmessageisseen.(Nocommerrorseen)
1. Don’tattemptthetransactionagain.
2. Callforavoiceauthorizationimmediately.
…theCALLFORAUTHmessageisseen.
(Commerrorseen)
1. Tryagainthetransactionagain.
OR
1. TapOKorcancelandcallforavoiceauthorization.
…thecardnumberonthescreendoesnotmatchthenumberembossedonthecard.
1. Tapcancelandcallforavoiceauthorizationimmediately.
2. RequestaCODE 10authorization.Inthissituation,youmaybedealingwithafraudulentcardandCODE 10willalertthefinancialinstitutiontothispossibility.
Ifyouwanttouseeitherofthesefraudpreventionfeatures,youmustenablethemoneachofyourterminals.Todoso,pleasecalltheTDMerchantSolutionsHelpDeskat1-800-363-1163.
- 6 -
…thecardholdersignatureonthereceiptdoesnotmatchthesignatureonthereverseofthecard.
1. Callforavoiceauthorization.
2. RequestaCODE 10authorization.Thefinancialinstitutionwillbeabletoadvisewhetherornotthecorrectindividualisusingthecardandhowtoproceed.
…youhaveanydoubtsaboutthevalidityofacardoratransaction.
1. Sameasabove
ImprintersPleasenotethatimprintersareonlyusedforcreditcards.
Whenever Action
…you’reunabletousethecardschiporswipethecardthroughtheterminalduetoaproblemwiththecard’smagstripeoraproblemwiththeterminalsreader.
1. Keyinthetransactionmanually.
2. Takeanimprinteddraftaspertheinstructionsontheterminal.
3. Indicatethetransactiondetailsintheimprintedcopyandstapletheprinterreceipttothesignedcopy.
…yourprinterisnotworking. 1. Takeanimprinteddraftaspertheinstructionsontheterminal.
2. Indicatethetransactiondetailsontheimprintedcopy.
…thesystemisdown,theterminaldoesnotaskforanauthorizationnumberandyoureceiveatelephoneauthorization.
1. Takeanimprinteddraft.
2. Notealltransactiondetailsonthedraft.
3. Callforauthorization.
4. Whenthesystembecomesavailable,enterallmanuallyimprintedtransactionsbygoingto:MainMenuForcePost,thenstapleallprintedtransactionstotheimprintedsalesdraft(s).
TransactionrecordsTheterminalcanstoreupto:
• 10businessdaysofdetailedtransactions
• 45daysoftotals
• 999transactionsperbatchand
• 1500transactionsperbusinessday
StoringcardholderreceiptsMerchantsareresponsibleforretainingallreceiptstorespondtocardholderinquiries.Thefollowingareguidelinesyoushouldusewhenstoringthem.Storereceipts:
• ...inadark,secureareawithlimitedaccessforatleastoneyear.
• ...inenvelopesarrangedbydateinasecuredfilingcabinet.Ifyouhaveseveralterminalsuseaseparateenvelope(s)foreachterminal.
• ...aslongasyouretaincashregistertapesfordirectpaymenttransactions.
• IfTDneedsareceiptcopy,pleasesenditwithineightdaysandretainacopyforyourrecords.
• TheserequiredstorageandresponsetimesareforTDMerchantSolutionsonlyandmayvarybyfinancialinstitution.
Yourreceiptscouldbecomeunreadableifyou:
• storetheminplasticcoatedcontainers
• exposethemtodirectheatorlightsources
Responsibilities 2TD Generation Portal 2 with PINpad Merchant Guide
- 7 -
Financial TransactionsTheTDGenerationterminalcanperformthefollowingtransactions:
• Purchase
• Purchase(Phone/Mail)
• Forcepost
• Refund
• Void
• Cash*
• Pre-authorization*
• Tab*
• Giftcard*
• Loyaltycard/AirMiles®*
*Theseoptionaltransactionsarecoveredinouronlinedocumentationatwww.TDMerchantSolutions.com/ResourceCentre.
AcceptedcardtypesTheterminalwillacceptwhatevercardsyouindicatedwhenyousignedup.Ifyouwishtoadjustyouracceptedcardlist,pleasecontactyoursalesrep.
Creditcardpurchase
1. Tapthe /HomekeyPurchase.
2. Enterthetotaldollar amountontheterminalandtapOK.
Split payment (optional)
Ifyouhavesplitpaymentsenabledonyourterminalyouwillfollowthesesteps:
a) Selecthowthepayableamountwillbepaid:SPLITorPAY.IfyouselectPAYthefullamountwillbepaidinonetransaction.GotoTip.
b) EntertheamountofthefirstpaymentandtapOK.
c) Customerconfirmstheamount:back arroworOK.
d) Selectthepaymentstype:Credit / DebitorCash andtap OK.Youmayseemorepaymentmethodsdependingonwhatyouhaveenabledonyourterminal.
e) Customerconfirmstheamount:back arroworOK.
Tip (optional)
Ifyouhavetipsenabledonyourterminalyouwillfollowthesesteps:
a) Customerselects/entersoneofthetipoptionsofferedonscreen.
b) Customerconfirmstheamount:NOorYES.
3. Selectoneofthefollowingpaymentmethods:Insert, Swipe, ContactlessorManual Entry (creditcardonly).
Insert
a) ThecustomerenterstheirPINandpressesOK.Gotostep3.
Dependinghowyouhavesetupyourterminal,youmayberequiredtoenterasupervisorIDandpasswordtoproceedwithanytransaction.
Thistransactionflowisusedforcreditcardpurchaseswherethecreditcardispresent.Ifthepurchaseisviaphoneormail,usethePhone or mail purchase instructions.Ifyouusetheincorrectpurchasetransactionyoucouldincurextracharges.
- 8 -
Swipe
a) VerifythecardinformationwithwhatisonthescreenandtapOK.Gotostep3.
Contactless
a) Thecustomertapstheircontactless-enabledcreditcardonthePINpad.Insomecasesthecustomermayberequiredtoswipeorinserttheircard.Gotostep3.
Manual entry (credit card only)
a) Entertheaccount numberonthePINpadandpressOK.
b) Entertheexpiry dateonthePINpadandpressOK.
c) Amanualimprintofthecreditcardisrequired.Doyouwishtocontinue(NOorYES)IfyouselectedNO,thetransactionwillbecancelled.IfyouselectedYES,makeanimprintofthecardandcontinuebelow.
d) EntertheCVD numberontheterminalandtapOK.Thisnumberisgenerallylocatedonthebackofthecreditcard.Thisisanoptionalstepdependingonyoursettings.Gotostep3.
4. Thescreenshowsthatthetransactioniscompletedwithanauthorizationnumberorapprovedmessage.Ifthecreditcardwasmanuallyenteredorswiped,thecustomermustsignthereceipt.
5. YoucanREPRINTthereceiptorFINISHthetransaction.
• The amount paid by the customer may only be partially authorized depending on the card company. If a partialauthorizationoccurs, thescreenwilldisplaytheamountstilloutstanding.Thetransactionwill thenrequestanotherpaymentmethodforthebalance.
• Ifthepurchasewasforalowamountyoumaybeofferedtheoptiontoprintthereceipt.ThisreceiptthresholdcanbesetbycallingtheTDMerchantSolutionsHelpDeskat1-800-363-1163.
ENTERAMOUNT
RECEIPTS
SWIPE MANUALLY ENTRY(credit card only)
ENTER # and EXP. DATE
ENTER CVD?(optional)
IMPRINT CARD MESSAGE
SELECT PAYMENT METHOD
FINISHED
ENTER PIN
INSERT
DIFFERENT PAYMENT REQUIRED?
CONTACTLESS
YES YES
NO
TIP (optional)
PARTIAL AUTH? (optional)
CREDIT / DEBIT / CASH
RECEIPTS
YES
NO
SPLIT PAYMENT (optional)
Financial Transactions 3TD Generation Portal 2 with PINpad Merchant Guide
- 9 -
Swipe
a) VerifythecardinformationwithwhatisonthescreenandtapOK.Gotostep3.
Contactless
a) Thecustomertapstheircontactless-enabledcreditcardonthePINpad.Insomecasesthecustomermayberequiredtoswipeorinserttheircard.Gotostep3.
Manual entry (credit card only)
a) Entertheaccount numberonthePINpadandpressOK.
b) Entertheexpiry dateonthePINpadandpressOK.
c) Amanualimprintofthecreditcardisrequired.Doyouwishtocontinue(NOorYES)IfyouselectedNO,thetransactionwillbecancelled.IfyouselectedYES,makeanimprintofthecardandcontinuebelow.
d) EntertheCVD numberontheterminalandtapOK.Thisnumberisgenerallylocatedonthebackofthecreditcard.Thisisanoptionalstepdependingonyoursettings.Gotostep3.
4. Thescreenshowsthatthetransactioniscompletedwithanauthorizationnumberorapprovedmessage.Ifthecreditcardwasmanuallyenteredorswiped,thecustomermustsignthereceipt.
5. YoucanREPRINTthereceiptorFINISHthetransaction.
• The amount paid by the customer may only be partially authorized depending on the card company. If a partialauthorizationoccurs, thescreenwilldisplaytheamountstilloutstanding.Thetransactionwill thenrequestanotherpaymentmethodforthebalance.
• Ifthepurchasewasforalowamountyoumaybeofferedtheoptiontoprintthereceipt.ThisreceiptthresholdcanbesetbycallingtheTDMerchantSolutionsHelpDeskat1-800-363-1163.
ENTERAMOUNT
RECEIPTS
SWIPE MANUALLY ENTRY(credit card only)
ENTER # and EXP. DATE
ENTER CVD?(optional)
IMPRINT CARD MESSAGE
SELECT PAYMENT METHOD
FINISHED
ENTER PIN
INSERT
DIFFERENT PAYMENT REQUIRED?
CONTACTLESS
YES YES
NO
TIP (optional)
PARTIAL AUTH? (optional)
CREDIT / DEBIT / CASH
RECEIPTS
YES
NO
SPLIT PAYMENT (optional)
- 10 -
Debitcardpurchase
1. Tapthe /HomekeyPurchase.
2. Enterthetotal dollar amountandtapOK.
Split payment (optional)
Ifyouhavesplitpaymentsenabledonyourterminalyouwillfollowthesesteps:
a) Selecthowthepayableamountwillbepaid:SPLITorPAY.IfyouselectPAYthefullamountwillbepaidinonetransaction.GotoTip.
b) EntertheamountofthefirstpaymentandtapOK.
c) Customerconfirmstheamount:back arroworOK.
d) Selectthepaymentstype:Credit / DebitorCash andtap OK.YoumayseemorepaymentmethodsdependingonwhatyouhaveenabledonyourPortal2terminal.
e) Customerconfirmstheamount:back arroworOK.
Tip (optional)
Ifyouhavetipenabledonyourterminalyouwillfollowthesesteps:
a) Customerselects/entersoneofthetipoptionsonscreen.
b) Customerconfirmstheamount:NOorYES.
3. Selectoneofthefollowingpaymentmethods:Insert/SwipeorContactless.
Insert / swipe
a) Thecustomerselectstheaccounttouse:CHEQUINGorSAVINGS.
b) ThecustomerenterstheirPINandpressesOK.Gotostep4.
Contactless
a) Thecustomertapstheircontactlessenableddebitcardonthecontactlesscardreader.Insomecasesthecustomermayberequiredtoswipeorinserttheircard.Gotostep4.
Cashback (optional)
Ifyouhavecashbackenabledonyourterminalyouwillfollowthesesteps:
a) Customerconfirmswhethertheywant
ENTERAMOUNT
RECEIPTS
SELECT PAYMENT METHOD
FINISHED
ENTER PIN
INSERT or SWIPE
DIFFERENT PAYMENT REQUIRED?
CONTACTLESS
YES
TIP (optional)
SPLIT PAYMENT (optional)
CASHBACK(optional)
NO
Financial Transactions 3TD Generation Portal 2 with PINpad Merchant Guide
- 11 -
cashback:NOorYES.
b) Customerselects/entersoneofthecashbackoptionsonscreen.
c) Customerconfirmstheamount:NOorYES.
4. Thescreenshowsthatthetransactioniscompletedwithanauthorizationnumber,orapprovedmessage,andthereceiptsprint.
5. YoucanREPRINTthereceiptorFINISHthetransaction.
Phoneormailpurchase
1. Tapthe /HomekeyPhone/MailPurchase.
2. Enterthedollar amountandtapOK.
3. Entertheaccount numberonthePINpadandpressOK.
4. Entertheexpiry dateonthePINpadandpressOK.
5. EntertheCVD numberandtapOK.Thisstepisdependentuponyoursettings.
6. Thescreenshowsthatthetransactioniscompletedwithanauthorizationnumberandthereceiptsprint.
7. YoucanREPRINTthereceiptorFINISHthetransaction.
ForcepostpurchaseThisoptionisonlyusedduetocommunicationproblemorthattheforcepostisrequestedviatheterminal.
1. Tapthe /HomekeyForcePostPurchase.
2. Enterthedollar amount andtap OK.
3. ThenentertheauthorizationnumberandtapOK.Pleasenote,authorizationnumberscanincludeletters.
4. Selectoneofthefollowingpaymentmethods:Insert,Swipe,or Manual.
Insert
a) InsertthecardintothePINpad.Gotostep5.
Swipe
a) SwipethecardonthePINpad.Gotostep5.
Manual
a) Entertheaccount number andtapOK.
b) Entertheexpiry dateandtapOK.
c) EntertheCVD numberandtapOK.Gotostep5.
5. Thescreenshowsthatthetransactionisapprovedandthereceiptsprint.
6. YoucanREPRINTthereceiptorFINISHthetransaction.
• Theseinstructionsareusedforpurchaseswherethecreditcardisnotpresent.Ifthecardispresentatpurchase,seeCredit cardpurchase.Ifyouusetheincorrectpurchasetransactionyoucouldincurextracharges.
• Therearerisksperformingtransactionswhenthecreditcardisnotpresent.Ensurethatyouperformalloftheavailablesecuritychecksforphone/mailpurchases.
Before you perform this transaction you must call the TD Merchant Solutions Help Desk at 1-800-363-1163 and receive anauthorizationnumber.
- 12 -
VoidThisoptionrecallsatransactionsothatyoucanvoidit.Thefollowinginstructionscanaccessanytransactionsthatwereperformedinthecurrentopenbatch.Ifadayclosehasbeencompletedyoucannotrecalltransactionsmadepriortothedaycloseandyoumustdoarefund,notavoid.
1. Tapthe /HomekeyVoid.
Credit Card
a) Enterthetrace #fromthereceiptofthetransactiontobevoidedandtap OK.
b) Confirmthatthetransactionistobecancelled(NOorYES).
c) Thescreenshowsthatthetransactioniscompletedwithanapprovedmessageandthereceiptsprint.
d) YoucanREPRINTthereceiptorFINISHthetransaction.
Debit Card
a) Enterthetrace #fromthereceiptofthetransactiontobevoidedandtap OK.
b) Confirmthatthetransactionistobecancelled(NOorYES).
c) Customerinsertstheircard,enterstheirPINandpressesOK.
d) Thescreenshowsthatthetransactioniscompletedwithanapprovedmessageandthereceiptsprint.
e) YoucanREPRINTthereceiptorFINISHthetransaction.
TransactionrecallThisoptionrecallsatransactionsothatyoucanview,voidorcomplete/closeitifitisapre-authorizationortab.Thefollowinginstructionsaccessanytransactionsthatwereperformedinthecurrentopenbatch.Ifadayclosehasbeencompletedyoucannotrecalltransactionspriortothedayclose.Pre-authorizationandtabtransactionsarecoveredinouronlinedocumentationatwww.TDMerchantSolutions.com/ResourceCentre.
1. Tapthe /HomekeyTransactionRecall.
2. Selectoneofthefollowing:
Recall by trace #
a) Thisonlyrecallsthetransactionconnectedtothetrace#intheopenbatch.
b) Enterthe trace number thatyouwanttorecallandtap OK.Gotostep4.
Recall all
Thisrecallsthedetailsalloftransactionsintheopenbatch.
a) Alistofalltransactionscurrentlyavailableontheterminalappear.Gotostep3.
Recall by amount
Thisrecallsanytransactionfortheentereddollaramountintheopenbatch.
a) Enterthedollar amountandtapOK.Gotostep3.
Recall by account #
Thisrecallsanytransactionfortheenteredcardaccountnumberintheopenbatch.
a) SwipeorManually enter thecard.Gotostep3.
Recall by invoice #
Thisrecallsthetransactionfortheenteredinvoicenumber.
a) EntertheinvoicenumberthatyouwanttorecallandtapOK.Gotostep3.
Financial Transactions 3TD Generation Portal 2 with PINpad Merchant Guide
- 13 -
3. Iftherearemultipletransactions,scrolltothedesiredoneandtapOK.
4. SelectVoidtocancelthetransactionorselectCompletiontocloseapre-authorization.Tapcanceltoleavethisscreenwithoutmakingaselection.
RefundPerformarefundtransactionwhenareimbursementmustbeperformedforthecustomer.
1. Tapthe /HomekeyRefund.
2. Enterthedollar amountandtap OK.
3. Selectoneofthefollowingpaymentmethods:Insert / Swipe, ContactlessorManual Entry (creditcardonly).
Insert / swipe credit or debit card
a) Thecustomerinserts or swipestheircard.Gotostep4.
Contactless credit or debit card
a) Thecustomertapstheircontactless-enabledcardonthescreen.Gotostep4.
Manual credit card
a) Entertheaccount numberonthePINpadandpressOK.
b) Entertheexpiry dateonthePINpadandpressOK.
c) Isthisrefundforaphone / mail purchase(NOorYES)?IfyouselectedNO,continuebelow.IfyouselectedYESgottostep3.
d) Amanualimprintofthecreditcardisrequired.Doyouwishtocontinue(NOorYES)?IfyouselectedNO,thetransactionwillbecancelled.IfyouselectedYES,makeanimprintofthecardandgotostep3.
4. Thescreenshowsthatthetransactioniscompletedwithanapprovedmessageandthereceiptsprint.
5. YoucanREPRINTthereceiptorFINISHtocompletetherefund.
ReceiptsEachtransactionhasadifferentreceiptandmostoftheinformationispurelyforrecordkeeping.Therearesomepointsofimportant information youneedtobeawareoftoensurethatyourtransactionshavecompletedcorrectly.
Reprinting receipts
1. Tapthe /HomekeyReprintandselectoneofthefollowing:
Last Receipt
a) Confirmthatyouwanttoreprintthelastreceipt(NOorYES).
b) ThemostrecentreceiptwillreprintwiththewordDUPLICATEonit.
Past Receipt
a) Swipethecardthatthetransactionwasperformedon.Anytransactionsthatweredoneontheterminalbytheswipedcardwillappearonthescreen.
b) Selectthe transactionthatyouwanttoreprintthereceiptforandtapOK.
c) SelectPRINTifthisisthecorrecttransaction.
d) TheselectedreceiptwillreprintwiththewordDUPLICATEonit.
Debitrefundsaredisabledbydefault.IfyouwishtoactivatedebitrefundsonyourterminalpleasecalltheTDMerchantSolutionsHelpDeskat1-800-363-1163.
- 14 -
Transaction type
C Onlinechipcardtransaction RF Contactlesstransaction
CN ChipcardNoSignatureRequiredtransaction S Swipedmagcardtransaction
CO Off-linechipcardtransaction SC Swipedchipcardfallbacktransaction
M Manuallyenteredmagcardtransaction SN SwipedNoSignatureRequiredtransaction
MC Manuallyenteredfallbackofachipcardtransaction
Card type
AM AmericanExpress MD MasterCardDebit
DP Debit PV VisaDebit
DS Discover/Diners RC RCS
JC JCB UP UnionPay*
MC MasterCard VI Visa
Important information
Trace # Thetracenumberassociatedwiththetransaction
Inv # Theinvoicenumberassociatedwiththetransaction.
Auth # Theauthorizationnumber associatedwiththetransaction
Receipt examples
Credit Card Debit Card
Theinformationthatyouwillusethemostisnotedonthereceiptsbelow.
Merchant NameAddress, Postal Code
City, Province2000000
N10000000205
**** PURCHASE ****
12-21-2015Acct # 452001****5097Exp Date 10/19Name: John Q Public A00000000003101001
Trace # 6 Inv. # 5 Auth # 75612 RRN 001006006TVR 000000000000TST F800TC 0E19785C8DAA97AC
Total $50.00
(00) APPROVED THANK YOU
Retain this copy for your recordsMerchant Copy
Receipt BannerReceipt Banner
12:29:12C
Card Type VI
VISA CREDIT
Merchant NameAddress, Postal Code
City, Province2000000
N10000000205
**** PURCHASE ****
12-21-2015Acct # 452001****5097Account ChequingA00000000003101001
Trace # 9 Inv. # 3 Auth # 75612 RRN 001006006 F800
Total $50.00
(00) APPROVED THANK YOU
Retain this copy for your recordsMerchant Copy
Receipt BannerReceipt Banner
12:29:12C
Card Type DPINTERAC
Financial Transactions 3TD Generation Portal 2 with PINpad Merchant Guide
- 15 -
Important information
Signature Thecardissuerdetermineswhenasignaturesisrequiredforatransactionsoensurethattheclientsignsthesereceipts.
Approved AlwaysensurethatthetransactionwasapprovedasitcouldbeDeclined.
BusinessDayFunctionsDependingonthelogonmethod,itmaybeassimpleasauserperformingtransactionstoenteringalogonIDandpassword.
Performing day close
Youhaveadeadlinetoperformadayclose.Thisiscalledyourbalancingwindowanditissetonthesystem.Ifyourdaycloseisdonebeforeyourbalancingwindowends,you’llreceivesameornextbusinessdaydepositforcreditanddebitcardtotals.Otherwise,theywillbeforwardedtothenextbusinessday.
Youmustcloseyourbusinessdayoneach terminalinordertomaintainaccuraterecordsandbalanceyouraccounts.Closingthebusinessdayisimportantasit:
• Sendsanystoredtransactions(SAFs).
• Closesallopenbatches.
• Printsselectedreports.
• Checksformail,anddownloads.
• Downloadsavailableupdates.
• Startsanewbusinessdayontheterminalbyopeninganewbatch.
1. Tapthe /HomekeyDayClose.
2. Confirmthatyouwanttocloseyourbusinessday: NOorYES.Oncetheprocessisstartedensurethattheterminalisnotuseduntilthedaycloseiscompleted.
3. Selectyourreportdeliverymethod(DISPLAYorPRINT).Dependingonhowyouhavesetupyourdayclose,certainreportswillprint.
4. WhenitiscompletedyouwillseetheBusiness Day Closed message.
Customizing the day close report
ThefollowingreportscanbeenabledordisabledforautomaticprintingduringtheDay Closetransaction.Todothis,youmustcontacttheTDMerchantSolutionsHelpDeskat1-800-363-1163.
Option Setting Provides.. .Host Balancing Report Enabled/Disabled ...theHostandTerminalnetamounts,transactioncountsandthe
differencebetweentheterminalandthehostforthecurrentbatch.
Terminal Details Report Enabled/Disabled ...transactionrecords’detailspercardtypeforthecurrentbusinessday.
Operator Detail Report Enabled/Disabled ...transactiondetailspercardtypeandforindividualoperators.
Terminal Balancing Report Enabled/Disabled ...sales,returnsandnettotalspercardtypeforthecurrentbusinessday.
Operator Balancing Report Enabled/Disabled ...sales,returnsandnettotalspercardtypeforthecurrentbusinessdayforindividualoperator.
Tip Totals Report Enabled/Disabled ...tiptotalsperoperatorIDforthecurrentbusinessday.
Cashback Totals Report Enabled/Disabled ...theterminal’scashbacktotalamountforthecurrentbusinessday.
Adaycloseisautomaticallyperformedonyourterminaleverythreetofivebusinessdaysifoneisn’tperformedsoonerbyyou.
- 16 -
Option Setting Provides.. .TD Discount Report Enabled/Disabled ...theterminal’stotalTDdiscountamountforthecurrentbusinessday.
Reprinting the day close report
1. Tapthe /HomekeyReprintDayCloseReport.
2. Confirmthatthisiscorrect:NOorYES.
3. Thedayclosereportreprints.
Reporting 4TD Generation Portal 2 with PINpad Merchant Guide
- 17 -
ReportingTapthe /HomekeyFinancialReportsandselectareportgroup.
Businessdayreports
Report Instructions Provides...TerminalDetail DISPLAYorPRINTyourreport. ...transactiondetailsbycardtypeforthecurrent
businessday.
TerminalBalancing DISPLAYorPRINTyourreport. ...transactiontotalsbycardtypeforthecurrentbusinessday.
BusinessDaySubtotals
DISPLAYorPRINTyourreport. ...transactiontotalsbycardtypeforthecurrentbusinessday.Theisreportcanberunwithoutclosingyourbusinessday.
OperatorDetail SelectwhetherthereportisforanindividualID(Operator ID),ortapthe0keyforallIDs,andtapOK.DISPLAYorPRINTyourreport.
...transactiondetailsbycardtypeforthecurrentbusinessdaybyoperatorID.
OperatorBalancing SelectwhetherthereportisforanindividualID(Operator ID),ortapthe0keyforallIDs,andtapOK.DISPLAYorPRINTyourreport.
...transactiontotalsbycardtypeforthecurrentbusinessdaybyoperatorID.
OutstandingSAF DISPLAYorPRINTyourreport. ...allstoredtransactiondetailsthathavenotbeensentforsettlement.
Batchreports
Report Actions Provides...TransactionDetails Selectwhichbatchyouwanttoreview(PREVor
CURRENT).DISPLAYorPRINTyourreport.
...transactiondetailsbycardtypeandforcurrentorpreviousbatch.
Totals Selectwhichbatchyouwanttoreview(PREVorCURRENT).DISPLAYorPRINTyourreport.
...transactiontotalsbycardtypeandforcurrentorpreviousbatch.
CustomizedreportsThesereportsareforalltransactionsperformedforthebusinessdayscurrentlystoredintheterminal.Thesereportscanonlybeaccessedbysupervisorsormanagers.Thefollowingchartshowswhateachreportdisplays.
Report Actions Provides. . .Transaction Details SelectwhetherthereportisforanindividualID
(Operator ID),ortapthe0keyforallIDs,andtapOK.
Enterthestart dateandend date.
DISPLAYorPRINTyourreport.
...transactiondetailsbycardtypeforamaximumof10businessdays
Totals SelectwhetherthereportisforanindividualID(Operator ID),ortapthe0keyforallIDs,andtapOK.
Enterthestart dateandend date.
DISPLAYorPRINTyourreport.
...transactiondetailsbycardtypeandtransactiontypeforamaximumof45businessdays
Add customized re-ports
- 18 -
Administration and Configuration 5TD Generation Portal 2 with PINpad Merchant Guide
- 19 -
Administration and ConfigurationTheTDGenerationwithPINpadoffersyounumerousoptionstopersonalizetheterminalwhilehelpingyoutoadministeryourbusiness.Standardadministrationfeaturesare:
• UserManagement(creating,editing,deletingandunlockinglockeduserIDs)
• ParameterUpdates(updatingyoursettingsontheterminaltoreflectnewinformationsuchasnewacceptedpaymenttypes)
• Communications(changestoyourterminal’scommunicationmethod)
• TrainingMode(enable/disablethissettingtosafelytrainnewemployeeshowtousetheterminal)
• Receipts(changestohowandwhentheyareprinted)
AdministeringtheterminalByutilizingusertypes,youcanhelpsecureyourterminalfromfraudulenttransactionsandallowscertainadvancedfunctionalitytotrustedemployees.Listedbelowaretheusertypesavailabletoyouandwhatfunctionalityisavailabletothem.
User Type Capabilities Special Notes
Supervisor • Canperformnormaltransactions
• CansetupoperatorIDs
• ConsistsofanID,passwordanusername
• Amaximumof100operatorsareallowedperterminal
Operator • Canperformnormaleverydayfinancialtransactions
• ConsistsofanID,passwordanusername
• Amaximumof100operatorsareallowedperterminal
Login requirements for terminal functions
ThisoptionallowsyoutodeterminewhichfunctionsrequireasupervisortoentertheirloginIDandpassword.FunctionswillonlyappearintheoptionlistiftheycanbeIDandpasswordprotected.Thesamestepsareusedtodisableuseridandpasswordrequirements.
Pleaseseethefollowinglistofavailablefunctionsandreports:
Function Settings Explanation
Batch Reports
Business Day Reports
Customized Reports
End of Day
Force Post
Gift Card Reports
Manual Account Number Entry
On/Off Enables/disablessupervisorprotectiononthisfunction.
• Supervisoristhehighestlevelthatcanbegrantedandhasaccesstovariousadministrationfunctionssobeawareofwhoyougrantthisaccessto.
PleasecalltheHelpDesktohavethisfeatureenabled(1-800-363-1163)requestthesetobeenabled.
- 20 -
Usermanagement
Add user
UsethisoptiontocreateauniqueuserIDforthemwiththeappropriatelevelofaccesstoterminalfeatures.
1. Tapthe /Homekey /Control PaneliconUserManagementAddUser.
2. Enterthenewuser nameandtapOK.Thiscanbe13charactersinlength.
3. Enterthenewuser IDandtapOK.Thisuniquenumbercanbeuptofivedigitsinlength.
4. Enterthenew passwordandtapOK.Thiscanbeuptosevendigitsinlength.
5. Re-enterthenew passwordandtapOK.
6. Selecttheauthoritylevelforthisuser:OperatororSupervisor.
7. Thenewuserisaddedtotheterminal.
Change password
Thisoptionallowsyoutochangeanexistingpasswordforsecurityorpersonalreasons.Itrequiresahigherlevelusertochangeit.Forexample,itwouldtakeasupervisortochangeasupervisororoperator’spassword.
1. Tapthe /Homekey /Control PaneliconUserManagementChangePassword.
2. EntertheIDthatyouwanttochangethepasswordforandtapOK.
3. Entertheold passwordandtapOK.
4. Enterthenew passwordandtapOK.Passwordsuptosevendigitsinlength.
5. Re-enterthenew passwordandtapOK.
6. Thepasswordisnowchanged.
Remove user
Thisoptionallowsyoutodeleteanexistinguser.
1. Tapthe /Homekey /Control PaneliconUserManagementRemoveUser.
2. SelecttheuserthatyouwanttodeleteandtapOK.OnlyaSupervisorcandeleteauserfromtheterminal.Youcannotdeletetheuserthatisloggedintothisterminal.
3. Confirmthatyouwanttodeletetheuser(NOorYES).
4. TheuserIDisnowremoved.
User list
ThisoptioncreatesareportthatcontainstheuserIDdetailswiththeoptiontoprintthem.
1. Tapthe /Homekey /Control PaneliconUserManagementUserList.
2. Displaythelistonthescreenorprintit(DISPLAYorPRINT).
3. Theuserlistreporteitherdisplaysorprints.EachuserwillbelistedbyuserID,usernameandlevel.
LogonmethodThisoptionallowsyoutodeterminewhetheralogonisrequiredtoaccesstheterminal.
1. Tapthe /Homekey /Control PaneliconLogonMethod.
2. Taponeofthefollowingoptions:ID And Password (mostsecure), ID Only or No Logon (leastsecure).
3. Thescreenwilldisplaywhatmethodthatyouselectedandconfirmthechange.
Administration and Configuration 5TD Generation Portal 2 with PINpad Merchant Guide
- 21 -
Downloads
Parameter download
ThisoptiondownloadsparametersfromtheTDHostsfortheoperationoftheterminal.Note:Thisfunctionisautomaticallyperformedduringthedaycloseprocess.Belowiswhatsortofinformationiscontainedbyeachhostdownload.
Host 1 Params.DL
Usethisoptionifyouwanttoupdateanythingdealingwithfinancialinformationsuchascardtypes,transactiontypes.
Host 2 Params.DL
Usethisoptionifyouwanttoupdateanythingdealingwithnon-financialinformationsuchasterminalsettings.
1. Tapthe /Homekey /Control PaneliconParameterDownload.
2. Selectwhichtypeofdownloadyouwanttodo:Host 1 Parameters or Host 2 Parameters.
Host 1 Parameters
a) Confirmthatyouwanttostartthedownload:NOorYES.
b) TheterminalbeginsthedownloadandcontinuesrunninguntilParameter Download Completedappearsonthescreen.Gotostep3.
Host 2 Parameters
a) Selectwhattypeofdownloadthisis(FULLorPARTIAL).
b) Theterminalbeginsthedownload.ItwillshowapercentagecompletecounteruntilcompletewhenitshowsthemessageHost 2 Download Completed.
c) Yourterminalwillautomaticallyreboot.Gotostep3.
3. Yourterminalstartsupandtheparameterdownloadiscomplete.
Software download
ThisfunctionallowstheterminaltodownloadanewsoftwareapplicationfromtheTDremotehostwithouttheneedforatechnicianonsite.
1. Tapthe /Homekey /Control PaneliconSoftwareDownload.
2. TapCONTINUEtoproceed.
3. Thedownloadiscompleteandyourterminalwillautomaticallyreboot.
Configuration reports
Usethisreporttoprintareportofallyourconfigurationsettings.
1. Tapthe /Homekey /Control PaneliconConfigurationReport.
2. Selectandautomaticallyprintoneofthefollowingreports:
Full:Performsafulldownloadwhichtakeslongerthanapartial.Partial:OnlypullsdowninformationchangedbyHelpDesk.
• Thedevicemustremainpoweredonforthefullprocess.
• Youmustcloseyourbusinessdayontheterminalbeforedownloadingsoftware.
• Asoftwaredownloadcanalsobeinitiatedviaanotification.Inthiscase,thesoftwaremaybedownloadedinthebackgroundwithinadefinedtimewindow(scheduleddownload).
• Asoftwaredownloadmustbedoneseparatelyforeachterminal.
Thesereportscanbelargesoprintthematyourowndiscretion.
- 22 -
Merchant reports
Youcanprintthesereportstocomparesettingsbetweenyourdifferentterminals.• Communications–Areportwillprintwithallofyourcommunicationsettings.Seepage22formore
oncommunicationsettings.• Host 1 Settings–AreportwillprintwithallofyourHost1settingsandtheirvalues.Seepage21for
moreonHost1settings.• Host 2 Settings–AreportwillprintwithallofyourHost2settingsandtheirvalues.Seepage
21formoreonHost2settings.
Help Desk Reports
ThefollowingreportsaregenerallyonlyprintedwhenrequestedbytheHelpDesk.• Card BIN Ranges –AreportwillprintwithallofyourBINrangesacceptedontheterminal.
• EMV Parameters–YouwouldselectAll,ContactorContactlessEMVparametersandareportwillprintwithallofthevaluesfortheselectedprofile.
• EMV Public Keys–YouwouldselectanEMVprofileandareportwillprintwithallofyourEMVvaluesfortheprofile.
CommunicationsUsetheseoptionstochangecommunicationsettingsonyourterminal.
Communications
Usethisoptiontochangethecommunicationsbetweendirectdial-upandEthernet.
1. Tapthe /Homekey /Control PaneliconCommunicationsConnectionTypeSetup.
2. Selectthedesiredoption:Direct Dial-uporHigh-Speed Internet.DirectDial-upusesyourphonelinewhileHigh-SpeedInternetusesyourDSLorcableinternetconnectionviaarouter.
Thenewcommunicationmodeisnowactiveandscreensrequestinginformationwillnowappearbasedonyourselection.
Direct Dial-up
a) EntertheHost 2 Phone #andtapOK.
b) Enterthedialing prefixandtapOK.
c) Gotostep3.
High Speed Internet
a) Selectthedesiredoption:STATIC IPorDHCP.IfitisSTATICIP,proceedtostepb.IfitisDHCP,gotostep3.
b) EntertheTerminal IP AddressandtapOK.
c) EntertheTerminal Subnet MaskandtapOK.
d) EntertheTerminal Default GatewayandtapOK.
e) EntertheTerminal DNSandtapOK.
f) Gotostep3.
3. Yourcommunicationsarenowupdated.
ThisoptionisonlyusedwhencallingintoHelpDeskortoensurethatallyourterminalshavethesamesettings.
YoumustenteravalidsupervisorIDandpasswordtoaccessthisoption.
Administration and Configuration 5TD Generation Portal 2 with PINpad Merchant Guide
- 23 -
GeneraloptionsUsetheseoptionstoconfigureyourterminal’svolume,brightnessandothersettings.
Training mode
Thisoptionallowsasupervisortosigninandtrainanotheruseronthefunctionsoftheterminalwithoutimpactinganylivetransactionsortotalsontheterminal.Whenintrainingmode:
1. Tapthe /Homekey /Control PaneliconTrainingMode.
2. Enterorexittrainingmode:NO orYES.
3. Trainingmodeisnowenabled/disableddependinguponyourselection.YouwillreturntotheIdlescreenandseethewordTraining.Performthesestepsagainwhenyouwishtoleavetrainingmode.
Date / Time sync
ThisoptioncorrectsthedateandtimeontheterminalbycommunicatingwiththeTDhost.
1. Tapthe /Homekey /Control PaneliconDate/TimeSync.
2. Theterminalcreatesaconnectiontotheserverandsyncsdateandtimeinformation.
Terminal volume
Thisoptionallowsyoutoincreaseordecreasetheterminalspeakervolume.
1. Tapthe /Terminal Volumeicon.
2. DragthevolumebartothedesiredlevelandtapTEST.
3. Whenyou’resatisfiedtap /back arrowtoexit.
Terminal brightness
Thisoptionallowsyoudeterminehowbrightyourterminaldisplayis.
1. Tapthe /Brightness Levelicon.
2. Tap-or+toadjustthePINpadvolumebyonelevel(1through5).
3. Whenyou’resatisfiedtap /back arrow toexit.
Priority mail
Prioritymailisusedtosendimportantinformationtothemerchantandshouldbecheckeddaily.Ifthereisanymailwaitingforyou,therewillbeanenvelopeiconinthetopofthescreen.
1. Tapthe /Envelopeicon.
2. Selectoneofthefollowingoptions:Check Mail,Read Messages,Delete MessagesorDelete All Messages.
a) Check Mail–Allowsausertodownloadmailfromthemailserver.
b) Read Messages–Allowstheusertoreadmessagesdownloadedfromthemailserver.
c) Delete Inbox Messages–Allowsasupervisortodeleteasinglemessagefromtheinbox.Oncedeletedtheycannotberetrieved.
d) Delete All Messages –Allowsasupervisortodeleteallmessagesintheinbox.Oncedeletedtheycannotberetrieved.
• ThescreenwilldisplaythewordDEMO.
• ReceiptsandreportswillbelabelledwithaTrainingModebanner.
• Youwillbeunabletomakeconfigurationchanges,
• Youwillbeunabletoperformchipcardtransactions,
- 24 -
PINpad volume
ThisoptionallowsyoutoincreaseordecreasethePINpadspeakervolume.
1. Pressthe /Speaker Volume button.
2. Select-or+toadjustthePINpadvolumeby10%.
3. Whenyou’resatisfiedwiththenewvolumelevelpresscanceltoexit.
Language
ThisoptionallowsasupervisortochangethelanguageofaterminaltoEnglishorFrench.
1. Tapthe /Homekey /Control PaneliconLanguage.
2. Tapthedesiredlanguage:EnglishorFrançais.
3. Theterminallanguagehasnowbeensettoyourselection.
Voice prompts
Theterminalhastheabilitytoverballyprovidecertainaudiblepromptsforthecustomer.Thefollowingvoicepromptsareavailable:Present card,Transaction completed,Remove cardandThank you for your business.
ReceiptoptionsUsetheseoptionstoconfigureyourreceipts.
Receipt banner
Thisoptionallowsyoutoaddashortsloganoradvertisingtothebottomofallreceiptsprintedfromaterminal.
1. Tapthe /Homekey /Control PaneliconReceiptBanner.
2. Enablethereceiptbanner:NOorYES.
3. Enterthenumberoflinestoprintonthereceipt(0 – 9)andtapOK.Ifyousetittozeroitwilldisablethereceiptbanner.
4. Selectthefont sizeforthedisplayedline(SINGLEorDOUBLE).
5. Singlesizecanhave26characterstoalineanddoublewillallow20characters.
6. EnterthetextforthedisplayedlineandwhenfinishedpressOK.
7. IfyoupressOKwithoutenteringanything,thelinewillbeleftblank.
8. Gotostep4foreachlineinyourreceiptbanner.WhenyoutapOKafterthefinalline,yourchangesaresavedandwillbeappliedtoallfuturereceipts.
Reset invoice #
Usethisoptiontoresetyourinvoicenumberto1.Thiswillbereflectedontheprintedreceipts.
1. Tapthe /Homekey /Control PaneliconResetInvoice#.
YoumustcalltheHelpDesk(1-800-363-1163)torequestthatthevoicepromptsbeenabled.
• Thereceiptbannermustbeaddedtoeachterminalthatyouwanttouseiton.
• Themorelinesyouaddtothebanner,themorepaperwillbeusedwhenyouprintareceipt.Ifyouprintalargenumberofreceiptsdaily,yourpaperusagemaybesignificantlyhigherthanwhatyou’reaccustomedto.
• It’syourresponsibilitytoensurethatthecontentofanybannermessagecomplieswithallapplicablelaws.Byusingthisfeature,youagreethatyouaresolelyresponsibleforanyadvertisingmessagesdisplayedontheterminal.
Administration and Configuration 5TD Generation Portal 2 with PINpad Merchant Guide
- 25 -
2. Confirmyouwanttoresettheinvoicenumberto1:NOorYES.
3. Theinvoicenumberisnowresetto1.
Reprint last receipt
Thisoptionisusedtoreprintthelastmerchantorcustomerreceiptbeforeanothertransactionisprocessed.
1. Tapthe /HomekeyReprintLastReceipt.
2. Thelastreceiptreprints.
Reprint older receipt
Thisoptionisusedtoreprintareceiptprintedbeforethelastreceiptsincethelastendofdayclose.
1. Tapthe /HomekeyReprintPastReceipt.
2. SwipethecardthatwasusedforthetransactionortapManualandmanuallyentertheaccountnumber.
3. Scrolltothedesiredtransaction(ifthereismorethanone)andtapPRINT.
4. Theselectedreceiptreprints.ThereceiptwillbeamerchantcopywiththewordREPRINTdisplayed.
Functionsenabled/disabledbyTDMerchantSolutionsThefollowingsettingsareavailable,butyoumustcalltheTDMerchantSolutionsHelpDesktoenable/disablethem.
Function Settings ActionAuto Logoff Timer Enabled/Disabled Callintochange.
Cashback Prompt Enabled/Disabled Callintochange.
Cashback Type PresetMerchantEntered
Callintochange.
Declined Credit Receipt Print/Don’tPrint Callintochange.
Invoice Number On/Off Callintochange.
Invoice Entry Method Automatic/Manual Callintochange.
Maximum Cash back Amount EnterValue Callintochange.
NSR Merchant Receipt NeverPrintPrintwithCustomercopyAlwaysprint
Callintochange.
Preset Cashback 1 EnterValue Callintochange.
Preset Cashback 2 EnterValue Callintochange.
Preset Cashback 3 EnterValue Callintochange.
Purchase with Tip On/Off Callintochange.
Receipt Banner On/Off Callinordoityourself.
IfyoudoityourselfyourchangeswillbeoverwrittenafteraHost2download.
Receipt Order MerchantCopyFirstCustomerCopyFirst
Callintochange.
Tip Prompt Enabled/Disabled Callintochange.
Tip Type Preset/MerchantEntered Callin.
Youcannotresettheinvoicenumberwithanopenbatch.Closetheexistingbatchandthenresettheinvoicenumber.
- 26 -
Troubleshooting 6TD Generation Portal 2 with PINpad Merchant Guide
- 27 -
Troubleshooting“A” Error Codes Explanation Action Required Already In Training Mode TheusertriedtoenterTrainingmode
whentheywerealreadyinit.EitherproceedwithTrainingModeorrepeatthestepsandexitTrainingMode.
Amount $0.00 Not Allowed
Anamounthigherthan0.00mustbeentered.
PleaseenteranewamountandpressOK.
“B” Error Codes Explanation Action Required Bad Communication Terminaldetectedacommunication
failureafterthetransactionisinitiated.Checkyourconnectionsandretrythetransaction.VerifythatyourInternetconnectionorphonelineisworking.IftheproblempersistscontacttheHelpDesk.
Bad Communication Press CANC key And Try Again
Terminaldetectedacommunicationfailureafterthetransactionwasinitiated.
Presscancelandtryagain.
Batch Cannot Be Closed With Open Pre-Auths
TheterminalisconfiguredsothatPre-authorizedTransactionsmustbecompletedbeforeaBatchClosecanbeperformed.
PleasecompleteallopenPre-Authtransactions,thenclosethebatch.
Batch Cannot Be Closed With Open Tabs
TheterminalisconfiguredsothatOpenTabsmustbecompletedbeforeaBatchClosecanbeperformed.
PleasecompleteallopenTabtransactions,thenclosethebatch.
Business Day Full Close Business Day Now
Theterminalhasreachedthemaximumnumberoftransactionsthatcanbeaccumulatedforabusinessday.
ADayClosemustbeprocessedtoallowtheterminaltocontinueprocessing.
OncethismessageisdisplayedonlyadministrativetransactionsandPre-authcompletions/CloseTabtransactionscanbeperformed.
“C” Error Codes Explanation Action Required Cannot Reset Invoice # to 1 When Set to Manual
Theterminalhasinvoicenumberentrysettomanualentry,andthisoptionisnotallowedinthismode.
PleasecontacttheHelpDeskifyouwishtochangetheentrymodetoautomatic.
Card Error Please Try Again
Theterminalfailedtoreadthechipontheinsertedcard.
Removethecardandtryreinsertingit,ensuringthatitisenteredcorrectly.
Iftheproblempersists,pleaseaskthecardholderforanotherformofpayment.
Card Error Please Try Again
Theterminalfailedtoreadthechipontheinsertedcard.
Removethecardandtryinsertingitagain.
Card Error Use Magnetic Stripe
Theterminalfailedtoreadthechipontheinsertedcard.
Removethecardfromthechipreaderandswipeitthroughthemagneticstripreader.
- 28 -
“C” Error Codes Explanation Action Required Card Removed Too Soon Try Again
Thechipcardwasremovedfromtheterminalbeforethetransactionwascompleted.
Processthetransactionagain,whileinstructingthecardholdernottoremovethecarduntilinstructedbytheterminal.
Cashback Amount Exceeds Limit
Thecashbackamountenteredexceedsthemaximumallowedforthisterminal.
Pleaseenteranotheramountwithinthecashbacklimit.
Check Printer Theprinterisnotreadyforprinting. Verifythattheprinterhaspaperandthatthecoverisclosedproperly.
Close Batch Failed End Of Business Day Not Complete
TheterminalfailedtocompleteaBatchClosetransactionduringtheDayClose.
RetrytheDayClosetransaction.
IftheproblempersistspleasecontacttheHelpDesk.
Close Batch Soon Theterminalhasalmostreachedthemaximumnumberoftransactionsthatcanbeaccumulatedforabatch.
ABatchClosemustbeprocessedbeforethenext20transactionstoallowtheterminaltocontinueprocessing.
Close Business Day Soon Theterminalhasalmostreachedthemaximumnumberoftransactionsthatcanbeaccumulatedforabusinessday.
OR
TheDayClosetransactionhasreachedthemaximumnumberofdaysthatitcanbeleftopen.
ADayClosemustbeprocessedassoonaspossibletoallowtheterminaltocontinueprocessing.
Customer to Insert Chip Card
Thecardholderattemptedtoswipeachipcardontheterminal.
Pleaseinsertthecardintothechipreaderontheterminal.
“D” Error Codes Explanation Action Required Download Host 1 Parameter First
TheterminalrequiresaHost1ParameterDownloadtobeperformed.
DownloadtheHost1Parameter.
Download Full Host 2 Params First
TheterminalrequiresafullHost2ParameterDownloadtobeperformed.
DownloadtheHost2Parameter.
“E” Error Codes Explanation Action Required End of Business Day Already Completed
TheDayClosetransactionhasalreadybeencompletedsuccessfully.
--
End of Day Process Cancelled
TheDayClosetransactionwascancelled. --
“F” Error Codes Explanation Action Required Faulty Card Thecardwasswipedtooslowly. Tryswipingthecardfaster.
Function Not Allowed Thefunctionselectedisnotsetupforthisterminal.
Ifyourequirethefunction,pleasecontacttheHelpDesk.
Troubleshooting 6TD Generation Portal 2 with PINpad Merchant Guide
- 29 -
“H” Error Codes Explanation Action Required Host 1 Download Not Completed
TheterminalattemptedaHost1Downloadanditwassuccessful.
TrytheHost1Downloadagain.
Iftheproblempersists,pleasecontacttheHelpDesk.
Host 2 Download Not Completed
TheterminalattemptedaHost2Downloadanditwasnotcompletedsuccessfully.
TrytheHost2Downloadagain.
Iftheproblempersists,pleasecontacttheHelpDesk.
“I” Error Codes Explanation Action Required ID Already Exists TheIDenteredalreadyexistsonthe
terminal.PleaseenteranotherID.
ID Table Empty TherearenoIDsdefinedintheterminal.
--
Inbox Empty TherearenomessagesintheMailInbox. --
Input Must Be At Least 1 Character Nodatawasenteredinarequiredfield. Pleaseenteratleast1character.
Input Must Be At Least 3 Characters
Lessthan3characterswereentered. Pleaseenteratleast3characters.
Input Must Be At Least 9 Characters
Lessthan9characterswereentered. Pleaseenteratleast9characters.
Input Must Be Greater Than Zero
Valueenteredmustbegreaterthanzero. Pleaseenteravaluegreaterthanzero.
Input Not In Valid Range
Thedataenteredwasnotwithintherequiredvalues.
Pleasereenterthedata.
Internal Error Call Help Desk AAAAAAAAAAAAA NNNNNNNNNNNNN CCCCCCCCCCCCC
Theterminalhasencounteredafatalerror.
AAstandsforcomponentnameNNstandsforapplicationinformationCCstandsforerrorcode
PleasecontacttheHelpDeskandprovidetheinformationonthescreen.
Invalid Account # Thecardusedfailedasecuritycheckorthecardnumberlengthisinvalidforthecardtype.
Enterthecardagain,iftheproblempersistsaskthecardholderforanotherformofpayment.
Invalid Date Thedateenteredontheterminalisnotvalidoroccursinthefuture.
Pleaseenteravaliddate.
Invalid Expiry Date Theexpirydateonthecardisinvalid. Pleaseenteravalidexpirydate.
OR
Askthecustomerforadifferentcard.
Invalid ID TheuserIDwasnotfoundontheterminal. EnteravalidID.
Invalid ID / Password TheID/Passwordcombinationentereddoesnotmatchanyintheterminal’srecord.
Re-enterortryanotherID/password.
Invalid Password ThepasswordisnotvalidfortheUserIDentered.
Re-enterthepasswordortryanotherID.
- 30 -
“I” Error Codes Explanation Action Required Invalid Time Thetimeenteredisnotvalid. Pleaseenteravalidtime.
Invoice Tab First TheCloseTabtransactionhasbeenattemptedonaTabthathasn’tbeeninvoiced.
ProcessanInvoiceTabtransactionfortheinvoicenumberentered.
“M” Error Codes Explanation Action Required Maximum # of Entries Reached
ThemaximumnumberofUserIDs(100)hasbeenreached.
ToenteradditionalIDs,someIDswillhavetobedeleted.
“N” Error Codes Explanation Action Required No Match Amatchcannotbefoundforthedata
enteredorselected.Pleaseretryorenternewdata.
No Response From Host Terminaltimesoutthehostresponse. Tapthecancelkeyandtryagain.IftheproblempersistscontacttheHelpDesk.
No Transactions Found Atransactioncannotbefoundwiththecriteriaentered.
Pleaseenternewdata.
Not Accepted Thecardtypeenteredisnotsupportedonthisterminal.
Pleaseselectanothercard.
Not Accepted Use Magnetic Stripe
Thecardwasinserted,buttheterminaldoesnothavethecardtypedefinedforchip.
Swipethecardontheterminal.
Ifthecardtypeissupposedtobesetupforchip,pleasecontacttheHelpDesk.
Not Allowed Thetransactionselectedisnotsetupforthisterminaloritisnotallowedwiththecardbeingused.
Tryanothercardtype.
Ifthetransactionissupposedtobesetupfortheterminal,pleasecontacttheHelpDesk.
Not Allowed To Reset Inv# with Open Batch
Anattemptwasmadetoresettheinvoicenumber,howeverthebatchwasopen.
PleaseclosethebatchandthenResettheInvoice#.
Not Allowed With Trans Outstanding
Afunctioncannotberunifthereareanytransactionsoutstanding(pre-auth,transactionsintheopenbatch,etc.).
Pleaseprocesstheoutstandingtransactionsthentrythefunctionagain.
Not Available Theitemrequestedisnotavailable. Pleasemakeanotherselection.
Not Completed Theattemptedtransactionorfunctiondidnotcompletesuccessfully.
Re-attemptthetransactionorfunction.IftheproblempersistspleasecontacttheHelpDesk.
Number Not In The Range 1 – 9
Theinput#doesnotfallintherangeofprintlinesallowedforthereceiptbanner.
Pleaseenteravalidnumber.
Number Not In The Range 1 — 65535
Theenteredhostportnumberisnotinavalidrange.
Pleaseenteravalidnumber.
Not In Training Mode
Iftheuserisnotintrainingmodeandtriestoexitit.
--
Troubleshooting 6TD Generation Portal 2 with PINpad Merchant Guide
- 31 -
“P” Error Codes Explanation Action Required Passwords Do Not Match Thepasswordconfirmationdoesnot
matchtheoriginalpasswordentered.Pleasere-enterthepasswordconfirmation.
PINpad Has Been Replaced! Host 1 Parameter Download Is Required!
TheterminalhasdetectedthatthePINpadhasbeenreplaced.
IfatechnicianhasnotbeenonsitetoreplacethePINpad,pleasecontacttheHelpDesktoreportsuspectedtampering.
Processing Error Theterminalencounteredanerrorwhentryingtoprocessachiptransaction.
Trytheactionagain.Iftheproblempersistsaskforanotherformofpayment.
Iftheproblemoccursonmultiplechipcards,pleasecontactHelpDesk.
“R” Error Codes Explanation Action Required Receipt Not Printed! Imprint Card and Complete Sales Draft Manually
Thetransactionwasapprovedhowevertheterminalisunabletoprintareceipt.
Manuallyimprintthecard,recordtheauthorizationcodeandhavethecustomersignthereceipt.
Reset Date And Time From Main Menu
Theterminalrequiresthedatetobesynchronizedwiththehostdateandtime.
PerformtheDate/TimeSyncfunctionontheterminal.
“S” Error Codes Explanation Action Required System Error Contact Help Desk
Theterminalhasencounteredasystemerror.
PleasecalltheHelpDeskimmediatelytohaveyourterminalreplaced.
“T” Error Codes Explanation Action Required Transaction Already Voided
Voidtransactionisattemptedonatransactionthathasalreadybeenvoided.
--
Transaction Cancelled Thetransactionhasbeencancelledbytheuser.
--
Transaction Not Allowed Thetransactiontypeisnotsupportedforthecardentered.
Pleaseselectanothercardtypeortransaction.
PurgetransactionsThisoptionallowsasupervisortoclearallrecordsfromtheterminalforspecifictransactiontypes.
1. Tapthe /Homekey /Control PaneliconPurgeTransactions.
2. Confirmthatyouwishtocontinue:NOorYES.
• YoushouldneverdothiswithoutcontactingHelpDeskfirstandonlyperformthisattheirrequest
• When this is performed you will lose all the data contained within that specific terminal including transactions and thetransactionshistory.
- 32 -
TerminalinformationThisoptiondisplaystheterminalIDofthedevice,thesoftwareversioninstalledandthedateitwasinstalled/upgraded.
1. Tapthe /Homekey /Control PaneliconSystemInformation.
2. Selecthowyouwouldliketheinformationtobedisplayed:DISPLAY orPRINT.
3. Youwillseethefollowinginformation:
• Device• Serial#• Application• ReleaseDate• ReleaseStatus
• SystemSoftwareVersion• O/S• EMVKernelVersion• SecuritySoftwareVersion• FreeDRAM
Appendices ATD Generation Portal 2 with PINpad Merchant Guide
- 33 -
AppendicesLostorstolenequipmentIfyourdevicehasbeenlostorstolen,please:
1. ContacttheTDMerchantSolutionsHelpDeskimmediatelytoreporttheincident.(stolenorlost)
2. Contactthepolicetofileareport.(stolenonly)
What should I do when the police arrive regarding the stolen device?
Ifapoliceofficerarrivesonsitepleaserecordthefollowing:
• Officer’sname
• Officer’sjurisdiction
• Officer’scontactinformation
• Stolendevice’sserialnumber
Theofficershouldprovideyouwithareport number.Afterobtainingtheabovefromtheofficer,pleasecontacttheTDMerchantSolutionsHelpDeskandprovidethisinformationsothatyoucanreceiveareplacementdevice.Seebelowforaneasytouseinformationcardtorecordtherequiredinformation.
Police Information
Name __________________________________________
Jurisdiction __________________________________________
Contact Information PH#______________________EXT#_________
FAX#____________________________________
Email____________________________________
Report Number _________________________________________
Device Information
Stolen Device Serial Number _________________________________________
- 34 -
Call Centre InformationPleasecalltheTDMerchantSolutionsHelpDeskat1-800-363-1163.Wewouldbehappytoansweranyquestionsyoumayhave.
Authorization:
24hoursaday,sevendaysaweek
Terminal Inquiries:
24hoursaday,sevendaysaweek
General Merchant Inquiries:
Monday–Friday,8a.m.–8p.m.ET
Printer / Stationery Supplies:
Monday–Friday,8a.m.–5p.m.ET
Documentation PortalThisGuidecoversthemostcommonlyusedinformationinordertogetyoustarted.Yourterminalhasmorefeaturesandfunctionalitytoexploreonourdocumentationportalatwww.TDMerchantSolutions.com/ResourceCentre
535410(1016)