Microsoft Word - DIV434810B x053 Move5000 User Guide.docx

Terminal User Guide

Move/5000

Page 1

Move/5000

User Guide

Table of contents

Introduction ....................................................................................................................................... 3

Contents of box ................................................................................................................................ 3

Overview of Move/5000 .................................................................................................................... 4

Battery .............................................................................................................................................. 8

Paper roll ........................................................................................................................................ 11

Terminal Base Overview ................................................................................................................. 14

Using the terminal keyboard & display ............................................................................................ 15

Supervisor Code ............................................................................................................................. 15

Display/Icons .................................................................................................................................. 16

GPRS Terminal .............................................................................................................................. 17

Bluetooth Terminal (IP/PSTN) ......................................................................................................... 18

Wi-Fi Terminal ................................................................................................................................ 18

Transactions ................................................................................................................................... 19

Sale – contactless .................................................................................................................... 22

Sale – inserted card (via menu) ................................................................................................ 23

Sale – swiped card ................................................................................................................... 24

Purchase with cashback (PWCB) ............................................................................................. 25

Sales with Gratuity (Tip Mode) .................................................................................................. 26

Split Bills ................................................................................................................................... 27

Surcharging .............................................................................................................................. 28

Refund ..................................................................................................................................... 29

Mailorder Transactions (Customer Not Present) ....................................................................... 30

Mailorder Transaction ............................................................................................................... 32

Hotel Mode ............................................................................................................................... 33

Pre-Auth ................................................................................................................................... 34

Completion ............................................................................................................................... 35

Reversals ................................................................................................................................. 36

Duplicate Receipts.................................................................................................................... 36

Cash advance .......................................................................................................................... 37

Account Verification .................................................................................................................. 38

Authorisation only transaction ................................................................................................... 39

Page 2

Move/5000

User Guide

Declined Transactions .............................................................................................................. 40

Referrals ................................................................................................................................... 41

Force transaction ...................................................................................................................... 42

Transaction Receipts ...................................................................................................................... 43

Merchant Copy - Contactless Transactions ..................................................................................... 47

Customer Copy ............................................................................................................................... 48

Declined and Void Receipts ............................................................................................................ 52

Transaction Referencing ................................................................................................................. 53

Reports ........................................................................................................................................... 54

End of Day Report .......................................................................................................................... 55

Banking Report ............................................................................................................................... 56

X Balance Report ............................................................................................................................ 61

Z Balance Report ............................................................................................................................ 62

Stored Transaction Report .............................................................................................................. 65

TMS Report .................................................................................................................................... 65

Supervisor Functions ...................................................................................................................... 67

Menu Structure ............................................................................................................................... 84

Recommendations .......................................................................................................................... 85

Security of the terminal ................................................................................................................... 87

Page 3

Move/5000

User Guide

Introduction

Thank you for choosing an Ingenico payment terminal.

We recommend that you carefully read this user guide: It gives you the

necessary information about safety precautions, unpacking, installation, and

maintenance of your terminal.

This symbol indicates an important warning

This symbol indicates a piece of advice

Contents of box

The power supply unit provided with this equipment is specially

designed for Ingenico terminals. Do not use any other power

supply.

Move/5000 terminal

with a paper roll

Battery

User Guide

Power Supply

Terminal Base

Stylus

Page 4

Move/5000

User Guide

Overview of Move/5000

Weight

(

w

\

o

paper roll or battery)

310g

01/01/19

Dimensions (L x w x h) 169x78x57 mm

Electrical mains network 100-240VAC / 50-60 Hz - Class II equipment

Terminal Connections Micro USB AB serial link Power connector Contacts for Cradle

Keyboard details and functionality

Some keys can have other functions depending on the

applications on the terminal.

3”5 LCD touch display

Contactless card reader

Magnetic card reader

Easy loading printer

Backlit keyboard

Chip card reader

Red key cancels the procedure in progress

Yellow key cancels the last character

Green key validates input selections and information

It also switches the terminal on.

Paper feed (long press)

Page 5

Move/5000

User Guide

Switching ON / OFF terminal

• To switch ON the terminal press on the keyboard.

• To switch OFF the terminal press and for one second.

Before using the terminal, always check the paper roll is present.

Installation

Location of the Move/5000

Place the base on flat surface near an electric socket and if required near to

the telephone or an Ethernet socket.

The terminal should be placed far from any very hot zones, protected from

vibrations, dust, damp and electromagnetic radiation (computer screen, anti-

theft barrier etc.).

Operating Condition

Ambient temperature

0°C to +50°C

01/01/19

Max relative humidity 85% at +40°C

Max altitude 2000m

Battery charging conditions

Ambient temperature

0°C to +45°C

Storage conditions

Ambient temperature

0°C to +50°C

01/01/19

Max relative humidity 85% at +40°C

Page 6

Move/5000

User Guide

Terminal connections

µUSB

• There is a Micro-USB connector on the left side of the Move/5000

wireless terminal. (see picture). This connector manages Host and

Slave connections.

• The terminal supports USB

keys with FAT16 or FAT32 file

systems

• The USB key has to be used

with an USB adapter (refer to

accessories section)

µSD Memory Card

• Insert the MicroSD memory

card into the connector slot

as shown on the picture

• MicroSD connector is located

on terminal side.

• The terminal supports

MicroSD up to 32GB

Switch off the terminal prior to installing a Micro SD

Stylus

Stylus pen is provided with the terminal to help operating

touch screen. The stylus holder is located on the back cover

of the terminal - shown on the picture.

USB micro AB

Connector used for USB key etc.

MicroSD Slot

Page 7

Move/5000

User Guide

Opening the back cover

Switch off the terminal before opening the back cover

Turn the terminal over and unclip the

back cover by pushing on the clip as

shown with the arrows in the picture

SAMs & SIMs

• The connector modules security SAM / SIM are located inside the

terminal in a closed compartment

• SAMs / SIMs are identified by the engraved marks on the lower housing

• When introducing a SAM / SIM in its slot, be sure to put the cut corner as

indicated on the engraved markings.

SIM 2 connector or SAM 3 connector

SIM 1 connector

SAM 1 connector

Page 8

Move/5000

User Guide

Battery

Main characteristics

Operating Condition

Characteristics Li-ion 2900 mAh

01/01/19

Charge

(power supply - 1.5A)

50% capacity in 1,5 h; full capacity in 4 hours

Battery Life

450 transactions in GPRS with fully charged battery,

printing and backlight activated

150 hours powered ON

with connected GPRS link and terminal

in sleeping state starting with fully charged battery and without

energy consumption relat

ed to backlit or radio link

The battery capacity depends on the model of terminal and its use

Installing the battery

Check that the terminal is not connected to the mains electricity

network

• Turn the terminal over and unclip the back cover by pushing on the clip

• Take the battery pack included in the box

• Locate the battery pack connector

beside the battery compartment

• Plug the battery pack into the

battery pack connector

• Verify that it locks

• Place the battery pack in its

compartment.

• Close the back cover

Battery connector

Battery compartment

Page 9

Move/5000

User Guide

Charging the battery

When does the battery need to be charged?

• On initial startup, charge the battery for 16 hours under the environmental

conditions stated earlier in this guide

• When used daily, the terminal recharges its batteries each time it is

placed on its base. Charging is automatic

• When used with a terminal power supply: connect the power supply to

Move/5000 power connector

• The environment in which the charge takes place influences battery

lifetime and autonomy (number of transactions)

• The optimal conditions are as follows:

- Charge away from any external heat source (radiator, sun, enclosed

area etc.)

- The optimal temperature is between +15°C and +25°C

How can the battery be charged?

Using the base

• Place the terminal on its base

• Check the battery symbol is flashing or moving to indicate charging

Using the terminal power supply

• Connect the terminal power supply unit to the terminal charging port on

the left of the terminal

• Check the battery symbol is flashing or moving to indicate charging

Page 10

Move/5000

User Guide

Replacing the battery

It is imperative to use a battery authorized by Ingenico. There is

danger of explosion if battery used is not approved by Ingenico

• Remove the terminal from its base

• Turn it off by pressing simultaneously the and keys for about

one second

• Remove the back cover

• Carefully disconnect battery, following the instructions below

a) Unlock the connector by pressing the locking

mechanism as indicated by F1 arrow while

pulling this connector (F2 arrow) Release

traction on it as soon as the connector comes

unclipped

b) Finish extracting connector by tilting it slightly

(F3 arrow) to bring it away from the terminal

housing

• Power on the terminal by placing it on its base, or connect the terminal to

the power supply to reset the battery indicator

• Remove terminal from base or disconnect terminal power supply

• Connect and install the new battery by following the instructions in section

“Installing the battery”

• Close the back cover and charge the new battery. As advised in the

charging battery section

• In order to preserve the environment, dispose used battery at appropriate

site in compliance with recycling legislation

Page 11

Move/5000

User Guide

Paper roll

Main characteristics of Ingenico paper roll

R40 Paper Roll

Colour White

01/01/19

Width 58 mm

Diameter 40 mm

Length About 18 meters

The battery capacity depends on the model of terminal and its use

The quality of the thermal paper can be reduced by poor storage conditions,

so it is recommended the following are avoided:

• Storage in hot wet places (near air-conditioner, humidity above 85%)

• Exposure to direct sunlight or ultraviolet for long periods of time

• Contact with organic solvents (solvent type adhesive)

• Direct contact with materials containing plasticizers (PVC transparent

folders or envelopes)

• Direct contact with “diazo” papers

• Direct contact with water

• Rubbing or pressing the paper too strongly

For best performance use only heat sensitised paper roll

approved by Ingenico. The use of non-approved paper is likely

to damage the terminals printer

Page 12

Move/5000

User Guide

Installing a paper roll

• Open the paper compartment by lifting the catch located at the rear of

the terminal and pull the cover to the rear of the terminal

• Insert the paper roll in the compartment following the directions shown in

the picture

• Pull the paper up to the top of the terminal

• Hold the paper and close the lid

• Press simultaneously on both upper corners of the paper flap, until it clips

into position

When a new paper roll is inserted, tear off the first length (one

complete turn) to avoid printing on the adhesive tape footprint

Page 13

Move/5000

User Guide

Card reading

Magnetic Stripe Card

The card can be read either from bottom

to top or from top to bottom, with the

stripe facing the terminal.

Use a regular movement in order to

ensure a reliable card reading.

Chip Card

Insert the card horizontally into the terminal with

the chip facing upwards.

Leave the card in position throughout

the transaction.

Contactless Card

Bring the card firmly up to the active zone

above the contactless logo located on the

paper trapdoor.

Keep the card close to the contactless

logo during the transaction.

The 4 virtual LEDs will light sequentially

during the transaction.

Page 14

Move/5000

User Guide

Terminal Base Overview

1

You should set up your base unit in a convenient location close to a power source

and, for Bluetooth terminals, either a telephone socket and/or an Ethernet socket,

as required.

To open the base unit cover, located on the bottom of the base unit, you must

unclip an access clip and lift the cover from the base unit. To replace the cover,

reverse these instructions being sure to engage all the retaining pins before the

access clips.

1

Please note some terminal types might have charging base option supplied

which does not have any connection ports and it is solely used for charging the

terminal.

Terminal

guides

Terminal

charging points

Ethernet

port

USB

ports

Serial connection

ports

Telephone

socket

Power

socket

Page 15

Move/5000

User Guide

Using the terminal keyboard & display

To enter numbers press the relevant keys. If you make a mistake you can correct

this using the correction keys. Press the yellow button once to delete one

character at a time. Press the red button once to delete the entire line; pressing

the red button again will cancel the transaction or exit the menu.

When typing in an authorisation code, for example, you may need to enter letters

as well as number. Where you see the 123 graphic (see below) on screen you

can toggle the input mode by pressing menu button. To enter uppercase letters

use the ABC input mode, and to enter lowercase letters use the abc input mode.

When entering letters, you should press the number key repeatedly until the

desired letter appears. For example, if you want to type B then you must press 2,

2. To move on to next character either press another key or wait for the flashing

cursor to appear.

Terminal is in the lowercase letter mode, mode is changed by

pressing menu button

Terminal is in the uppercase letter mode, mode is changed by

pressing menu button

Terminal is in the numeric mode, mode is changed by

pressing menu button

Supervisor Code

The default Supervisor Code is 01483. Please note: The terminal will require

you to change this to a new code of your choosing before you can process any

transactions.

Page 16

Move/5000

User Guide

Display/Icons

Please note the terminal is using following colouring scheme:

No icon means the function is not present in the terminal or its switched off.

Grey icon represents an active feature but not connected.

Orange icon represents connection in progress

Green icon is used during connection when the terminal is ready to exchange

data.

Following power icons will be displayed, depending on the battery charge.

Battery charge greater than 80%

Battery charge greater than 60% and less than 80%

Battery charge greater than 40% and less than 60%

Battery charge greater than 20% and less than 40%

Battery charge less than 20%

Terminal powered by external power supply, battery full charge

Icons displayed on your terminal display depend on your terminal

type

Time displayed in 24-hour format with long date format

Time displayed in 12-hour format with long date format

Date and time formats can be changed to suit your preference.

Please call helpdesk for further information

Page 17

Move/5000

User Guide

GPRS Terminal

Your terminal might be 2G, 3G or combined 2G/3G capable

Before connection, the mobile network status is represented by:

No icon No mobile network module or module not activated;

Mobile network module is activated but not attached to a

network.

The terminal is connected to a mobile network but the GPRS

session has not yet been established

The terminal is connected to a mobile network and the GPRS

session has been established

Maximum reception level (100%)

High reception level (75%)

Medium reception level (50%)

Low reception level (25%)

Very low reception level (<5%)

Network provider name is displayed underneath the signal

indicator

Page 18

Move/5000

User Guide

Bluetooth Terminal (IP/PSTN)

No icons Network card not yet activated / Bluetooth not yet activated

Ethernet cable not connected

Ethernet cable connected. No IP address set/received from

the network

Ethernet connected and IP address set/received from the

network

Bluetooth present but not activated.

Bluetooth connection is in progress.

Terminal connected to at least one base.

Wi-Fi Terminal

No icons Network card not yet activated / Wi-Fi not yet activated

Not connected to the Wi-Fi network

Wi-Fi connection is in progress.

. No IP address set/received

from the network

Wi-Fi connected and IP address set/received from the

network

Please note: Some terminals might have multiple comms

capability; therefore you might see a combination of various

comms icons on the display.

Page 19

Move/5000

User Guide

Transactions

To perform a transaction in a quick and efficient manner you may type in the

transaction amount from the idle screen, insert the card to the card reader or press

menu key and select sale option. This method may be used to start any sale

transaction, regardless of card type is (i.e. contactless cards or cards with, or

without, a chip).

Enter the transaction amount while the idle screen is being displayed by typing in

the amount in pence (i.e. 1234 for £12.34) followed by the green key. If you make

a mistake when entering the amount you can correct this by using the correction

keys. Press the yellow key once to delete one character at a time. Press the red

key to cancel the amount entry and return to the idle screen.

Contactless card transactions are performed by this method and when the

transaction value is under the contactless card limit (e.g. £30.00). Your terminal

will only prompt for a card to be presented when a

contactless transaction is allowed. When a contactless

transaction is allowed your terminal will show a contactless

icon on the screen. The terminal will prompt for contactless

card or contactless device to be presented depending on

the amount.

Contactless transactions that are above a pre-set value (Floor Limit) may go

online/dial for authorisation.

If you consistently sell an item at the same price you can ‘recall’ the last

transaction amount by pressing the dot key while the idle screen is being

displayed. Your terminal will allow you to confirm if this is the correct amount, and

you can continue with the transaction by pressing the green key.

Alternatively the traditional method of starting the transaction by swiping or

inserting the card first may be utilised if required.

Page 20

Move/5000

User Guide

Contactless High Value Payment (HVP) – Wallet Payments

High Value Payments are contactless payments that are

above the limit for contactless cards (e.g. £30.00) but are

protected by the cardholder verifying themselves to the

mobile phone either using a scanned thumb/fingerprint in

the case of Apple Pay, or by the entry of a pass code for

other mobile phone manufacturers. This process is known

as a Cardholder Device Cardholder Verification Method or

CDCVM for short.

This means that once HVP is enabled, the contactless logo will be displayed on

your terminal for all transactions rather than just those under the contactless card

limit (e.g. £30.00).

Acceptance of normal contactless cards for transactions below the £30 limit will

continue as normal and, if a cardholder taps a contactless card for a transaction

above the £30 limit, the terminal will instruct them to complete the transaction

using chip and PIN.

In some cases, a cardholder may need to tap their mobile phone against the

contactless reader twice. This is because they have not pre entered their CDCVM

on their device prior to starting the transaction and their device has prompted

them to complete their CDCVM and tap the phone again. The cardholder should

follow the instructions on their device to complete the transaction.

Page 21

Move/5000

User Guide

Dealing with Contactless Card Read Failures

A contactless card read may fail, and the customer will be prompted to re-present

their card.

If the card is removed too soon, before all four contactless status lights are lit;

before the confirmation tone is heard; or before prompted to remove the card, the

card read will fail.

If the card is removed too soon the card read will fail. An alert

tone will sound and the customer will be prompted to re-present

the card.

If more than one contactless card is presented to the contactless

card read zone together then the card read will fail. This may

occur if the card is presented in a wallet with other contactless

payment cards, or other contactless cards such as public

transport smart cards. An alert tone will sound and the customer

will be prompted to re-present the card.

In both cases the terminal will continue as per a normal

contactless sale to complete the transaction.

Printing the Customer Copy (Duplicate)

Only the merchant copy is printed during a contactless transaction. Because the

transaction value is low and fast transaction times are desired, the customer copy

is not printed by default.

If the customer requires a receipt then a customer copy may be printed any time

until another transaction is performed by pressing the F1 key whilst the idle screen

is displayed. This prints a duplicate of the last transaction taken and is not

restricted to contactless transactions.

For security reasons the full card number is not shown on the

customer copy.

Page 22

Move/5000

User Guide

Sale – contactless

From the idle screen,

enter the amount and

press enter.

Transaction is

approved.

Insert / Swipe /

Present screen is

shown.

Present the

contactless card.

Terminal w

ill print the

merchant receipt.

Contactless read is

successful when all

four status lights are lit

and confirmation tone

is heard.

Tear off

the merchant

receipt, the terminal

will return to ready

screen

Terminal connects to

the acquirer.

If the cardholder

requires a receipt,

press F1 to print a

duplicate.

Page 23

Move/5000

User Guide

Sale – inserted card (via menu)

Select SALE from the

transaction menu.

Terminal connects to

the acquirer using

mobile network.

Insert / Swipe screen is

shown.

Insert the card.

Auth code is returned

by the acquirer.

The card is read and

will then proceed to the

sale screen.

Enter the sale amount

and press the green

key.

Terminal will print the

merchant receipt

Cardholder to enter

their PIN code and

press the green key.

Tear off the receipt and

remove the card, this

will then initiate the

printing of the

customers receipt

Cardholder is then

prompted to return the

terminal if the PIN is

accepted

Tear off the customer

receipt, the terminal will

to ready screen

Page 24

Move/5000

User Guide

Sale – swiped card

Select SALE from the

transaction menu.

The merchant copy of

the receipt is printed for

the cardholder to sign.

Insert/Swipe screen is

shown.

If the signature on the

card matches the one

provided on the receipt,

press the green key.

Once the card has been

read by the Terminal,

the sale screen is

shown. Enter the sale

amount and press the

green key.

Terminal will print the

merchant receipt. Tear

this off and ask the

cardholder to sign it,

Terminal connects to

the acquirer.

The customer copy of

the receipt is printed

and the Terminal

returns to the Ready

screen

Auth code is returned

by the acquirer.

Page 25

Move/5000

User Guide

Purchase with cashback (PWCB)

Your terminal is not pre-configured to allow for Sales with Cashback. If you would

like Cashback mode enabled on your terminal please contact the terminal

Helpdesk. Please note only debit cards can offer this functionality and the

cashback limit is set by your acquirer.

You must ensure that this option is enabled on your

acquirers Merchant Account. Contact your acquirer to

ensure that this option is available to you; this option may

not be available for all account types.

From the idle screen start the

transaction by keying in the

amount, inserting or swiping the

customer’s card or alternatively

press menu key and select sale

from the available options.

Enter the sale amount in pence

(e.g. 2134 for £21.34) and press

the green key.

If cashback is allowed for the

customer’s card the terminal will

display a cashback prompt.

Enter

the cashback amount in pence

and press the green key.

If cashback is not required press

the green key

without entering an

amount.

Page 26

Move/5000

User Guide

The terminal will continue as per a

normal sale, refer to the

instructions for the appropriate

sale transaction type to complete

the transaction.

Sales with Gratuity (Tip Mode)

Your terminal is not pre-configured to allow for Gratuities (i.e. tips). If you would

like the Gratuity mode enabled on your terminal please contact the terminal

helpdesk.

You must ensure that this option is enabled on your acquirers

Merchant Account.

Gratuity mode would commonly be used within the leisure industry to allow the

customer to add a tip to the final amount before completing the transaction.

For sales with inserted cards, when Gratuity mode is enabled, your terminal will

prompt for the customer to enter a gratuity on the screen.

Alternatively, your terminal can be configured to print an additional ticket for the

customer to fill in with any gratuity and the final transaction amount. If you wish

your terminal to be configured in this way, please contact the terminal helpdesk.

For sales with swiped cards when gratuity mode is enabled in this manner, the

merchant copy will allow the customer to fill in with any gratuity and the final

transaction amount. This is unaffected by the method of entering the gratuity for

inserted cards.

If you wish, your terminal can be configured to allow the entry via the choosing of

set monetary values, set percentages or a combination of the two; contact the

helpdesk if you wish to enable tips in this manner

When gratuity mode is enabled, your terminal will only contact the acquirer for

authorisation after the final transaction amount (including any gratuities) is known.

Page 27

Move/5000

User Guide

For swiped cards this means that this is after the terminal has printed the

merchant copy for signature.

Due to the authorisation code being gained after the merchant copy is printed, the

authorisation code will not be shown. The authorisation codes are printed on the

transaction breakdown on the X and Z Balance reports.

If you wish, your terminal can be configured to print an additional receipt at the

end of the transaction which shows the authorisation code and the gratuity

entered. If you wish your terminal to be configured in this way please contact the

terminal helpdesk.

Split Bills

Your terminal is not pre-configured to allow for Split Bills. If you would like the Split

Bill functionality enabled on your terminal please contact the terminal Helpdesk.

The Split Bill functionality would commonly be used within the leisure industry in

order to break down a bill associated with a table into amounts that can be paid

by each person using differing payment methods.

The options available for Split Bills are:

PER PERSON

Allows the bill to be split equally between multiple

customers.

PER COUPLE

Allows the bill to be split equally between multiple

customers, but allows for one person to pay per

couple.

VARIABLE SPLIT

Allows the bill to be split unequally between

multiple customers.

Page 28

Move/5000

User Guide

Surcharging

Your terminal is not pre-configured to allow for Surcharging. If you would like the

Surcharge functionality enabled on your terminal please contact the terminal

Helpdesk.

The Surcharge functionality would commonly be used within the leisure & service

industries to add a surcharge of a set amount or set percentage rate to the total

of the bill automatically. For example you could automatically apply a surcharge

of 10% to all transactions over £10.00, and a £1.00 surcharge to all transactions

of £10.00 and less.

You can discuss your specific requirements by contacting the terminal Helpdesk.

Page 29

Move/5000

User Guide

Refund

Select REFUND from

the transaction menu.

Terminal will connect to

the host via the mobile

network.

Enter the supervisor

password

and press the

green key.

Refund is accepted by

the acquirer.

The REFUND menu

screen will be displayed

Enter the sale amount

and press the green

key.

Terminal will print the

merchant receipt

Insert / Swipe / Present

card screen is

displayed.

Depending on the

acquirer configuration

the terminal might

request to check the

customer signature and

press the green key.

Terminal will check the

card.

Terminal will print the

merchant cardholder

receipt and return to

the Ready screen

Page 30

Move/5000

User Guide

Mailorder Transactions (Customer Not Present)

You must ensure that this option is enabled on your acquirers

Merchant Account.

Your terminal is pre-configured for Mailorder (Customer Not Present)

transactions.

Mailorder transactions are performed without the customer or the card being

present. All card details must be manually entered so please take note of what

information will be asked for by your terminal. If supported by your acquirer and

by the card type taken, you will have the option of entering the CSC (Card Security

Code) and using the AVS (Address Verification Service).

The CSC is the last three digits of the number printed on the signature strip on

the back of the card. To use AVS checking, you will be prompted to input only the

digits from the customer’s postcode and address.

For American Express cards there is a four-digit Card Security

Code printed on the front of the card, any numbers on the

signature strip should be ignored.

The response from the acquirer will then give you the result of the security checks

to help you decide if you wish to continue with the transaction.

Page 31

Move/5000

User Guide

Mailorder - CSC/AVS Results

Please be aware that the CSC/AVS result is intended only to guide you in a

decision to void or confirm an already authorised transaction. Contact your

acquirer for more information and details of liability.

DATA MATCHED

Both the CSC and AVS data matches.

AVS MATCH ONLY

Only the AVS data matches.

CSC MATCH ONLY

Only the CSC data matches.

DATA NON MATCH

Neither the CSC nor AVS data matches.

NOT CHECKED

The data was not checked.

The data may not be checked if the service is not supported or if there is a

temporary system failure.

Page 32

Move/5000

User Guide

Mailorder Transaction

From the idle screen

press the green key

once and select

Mailorder.

If you see this prompt,

enter the numbers from

the card’s billing

address postcode (e.g.

119 for KY11 9JU) and

press the green key.

Select Sale

If you see this prompt,

enter the numbers from

the card’s billing

address (e.g. 221 for

221b Baker Street) and

press the green key.

Key in the customer’s

card number and press

the green key.

Enter the sale amount

in pence (e.g. 2134 for

£21.34) and press the

green key.

The terminal will

connect to the acquirer

for authorisation.

Key in the expiry date

in MMYY format (1217

for December 2017).

If the transaction has

been authorised then

an auth code will be

displayed, together with

the CSC/AVS check

result.

You must decide

whether to continue

with the transaction.

E

nter three digit code at

the back of the card

Please note for AMEX

four digits are required.

Tear off the merchant

copy and press the

green key.

Page 33

Move/5000

User Guide

Hotel Mode

When a large value transaction is expected (typically in Hotel or Rental

environments), a Pre-Authorisation can be made for the expected value, to check

the customer’s card is valid and the customer has enough credit available for the

transaction.

If the expected value increases, then further Pre-Authorisations can be made.

The final amount is fully authorised and captured by using the Completion

function.

To perform a Hotel Mode transaction press the menu key three times, then

choose HOTEL

Choose the required transaction type.

Then follow prompts on the screen.

A Pre-Authorisation (PREAUTH) transaction proceeds as for a Sale transaction.

If the customer’s card number is keyed in, then you will be asked to confirm if the

customer is present. These transactions do not include gratuities.

The transaction details are not captured by the acquirer, so the customer’s bank

account IS NOT debited, although the available credit on the customer’s bank

account will be reduced by the amount authorised.

Authorisation codes typically expire after 7 days (or 3-4 days for

Maestro cards). If the transaction is not submitted within that time

the customer’s available balance will be restored by the

authorised amount.

A Completion (COMPLTE) transaction requires the most recent authorisation

code and the total amount of all pre-auths, in addition to the final amount to be

debited from the customer’s card. This transaction will require a signature check

and the acquirer will capture the transaction details, so the customer’s bank

account is debited.

Page 34

Move/5000

User Guide

Pre-Auth

Select Hotel from the

menu, then pre-auth.

Terminal will connect to

the host via the mobile

network.

Insert or Swipe card

screen is displayed.

Pre-Auth is accepted

by the acquirer.

Enter the amount and

press the green key.

Terminal will print the

merchant receipt

Terminal will check the

card.

Remove card.

Cardholder enter the

PIN code and press the

green key.

Terminal will print

customer receipt, then

return to the ready

screen.

Page 35

Move/5000

User Guide

Completion

Select “Complte” from

the transaction menu.

Customer will be prompt

for PIN entry.

Insert / Swipe card

screen is displayed,

start keying in the card

number if you are

looking to perform

customer not present

transaction.

The terminal displays

approved/declined

message.

Enter the final amount.

Terminal will print the

merchant receipt

Key in sum of all pre-

auths taken to date for

this card.

Remove card.

Terminal will request

the first pre-auth code

to be entered.

Terminal will print the

customer receipt.

Page 36

Move/5000

User Guide

Reversals

If a mistake in a transaction is identified immediately after the transaction has

been completed, then the transaction can be completely reversed by selecting

the Reversal function within 30 seconds of the end of the transaction.

This function is particularly useful when the wrong transaction amount has been

entered, and the mistake is only noticed on the customer copy.

To perform a Reversal press the menu key twice, then choose REVERSAL.

If the 30 second timer has not expired then your terminal will perform the

Reversal, contacting the acquirer if necessary.

When a Reversal has been successfully performed the original transaction and

the Reversal will not appear on the customer’s bank statement.

The original transaction and the Reversal will appear on your Banking and X/Z

Balance reports. Reversals are recorded as the opposite of the original

transaction: if you reverse a Sale then the Reversal will be shown as a Refund;

or if you reverse a Refund then the Reversal will be shown as a Sale.

You have 30 seconds of the end of transaction to perform

reversal. Once that elapsed the transaction cannot be reversed.

Duplicate Receipts

Your terminal can produce a duplicate copy of the customer receipt for the last

completed transaction.

To print a duplicate ticket press the menu key three times, then choose

DUPLICATE. All duplicate copies will have the word DUPLICATE printed at the

top of the receipt.

You can print a duplicate customer copy receipt quickly by

pressing the F1 key when your terminal is displaying the idle

screen.

Page 37

Move/5000

User Guide

Cash advance

You must ensure that this option is enabled on your acquirers

Merchant Account. Contact your acquirer to ensure that this

option is available to you; this option may not be available for all

account types.

Your terminal is not pre-configured to allow for Cash Advance. If you would like

Cash Advance mode enabled on your terminal please contact the terminal

Helpdesk.

The idle screen will be displayed, press the

menu key once.

Select the CASH menu and Insert or swipe

the customer’s card when prompted.

Enter the transaction amount in pence (e.g.

2134 for £21.34) and press the green key.

The terminal will continue as per a normal sale, refer to the instructions for the

appropriate sale transaction type to complete the transaction.

Page 38

Move/5000

User Guide

Account Verification

You must ensure that this option is enabled on your acquirers

Merchant Account. Contact your acquirer to ensure that this

option is available to you

In order to check that a customer’s card is valid an Account Verification can be

performed. Typically this would be used before opening a bar tab, or any situation

where a low value Pre-Authorisation would otherwise be performed. An Account

Verification has no value and therefore does not affect the available balance on

the customer’s bank account.

To perform an Account Verification press the menu key three times, then choose

ACC VERIFY.

Insert, swipe or key the customer’s card.

The terminal will continue as per a normal sale with the exception that an amount

is not prompted for, refer to the instructions for the appropriate sale transaction

type to complete the transaction.

When an Account Verification is successful then ACCOUNT VERIFIED will be

displayed on the terminal and printed on the transaction receipts.

Account Verification receipts carry the extra text of ACCOUNT VERIFICATION to

indicate that the transaction details are not captured by the acquirer.

If the ACC VERIFY option is not shown in the menu on your

terminal then the Account Verification functionality is not

available to you.

Account Verification many not be available for all card types.

Page 39

Move/5000

User Guide

Authorisation only transaction

You must ensure that this option is enabled on your acquirers

Merchant Account. Contact your acquirer to ensure that this

option is available to you

An Authorisation Only transaction gives an authorisation code for a specific

amount against a customer’s card without the capture of the transaction details

by the acquirer.

This facility is intended for merchants who wish to bank transactions using a

different system, or to check that the customer has enough credit for a transaction.

The transaction does NOT debit the customers bank account or credit your

merchant account. The transaction value is NOT added to the terminal totals.

When an Authorisation Only transaction is done the available credit on the

customers bank account will be reduced by the amount authorised.

Authorisation Only transactions may be submitted to the acquirer through the

Forced Transaction function. These transactions do not include gratuities.

To perform an Authorisation Only transaction press the menu key twice, then

choose AUTH

Select the desired Authorisation

Only transaction type and perform

the transaction as normal.

Authorisation Only receipts carry the extra text of AUTHORISATION ONLY to

indicate that the transaction details are not captured by the acquirer.

Authorisation codes typically expire after 7 days (or 3-4 days for

Maestro cards). If the transaction is not submitted within that time

the customer’s available balance will be restored by the

authorised amount.

Page 40

Move/5000

User Guide

Declined Transactions

The customer’s card, card issuer or the acquirer can decline to authorise any

transaction.

A declined response from the acquirer’s host system will display a message on

your terminal in place of the usual AUTH CODE: xxxxx message. This can be, for

example, DECLINED, NOT AUTHORISED, or RETAIN CARD. This message will

be displayed on the screen for up to 60 seconds, or until the enter key is pressed.

A declined receipt will be printed which clearly indicates that the transaction has

not been authorised. It will also show the message from the acquirer if such

message is present.

Transactions with an inserted chip card may be declined by the card without the

terminal contacting the acquirer’s host system. You should advise the customer

to contact their card issuer and request another means of payment.

If your terminal is unable to contact the acquirer for a transaction with an inserted

Chip card, the transaction maybe declined by the card with the message COMMS

FAILURE DECLINED.

If the COMMS FAILURE DECLINED message is displayed there

may be a problem with your telephone or LAN connection. This

will be indicated by the diagnostic (DIAG) codes printed on the

receipt. Refer to the section entitled Diagnostic Codes for more

details.

If you are prompted to retain the customer card you should follow

the standard procedures as laid down by your acquirer.

Page 41

Move/5000

User Guide

Referrals

A transaction may be referred for voice authorisation if an extra security check is

required by the acquirer. The terminal will display or print instructions to call the

acquirer. If a telephone number is not shown please use the standard voice

authorisation number as supplied by that acquirer.

Once you have dialled or made a note of the telephone number press the green

key to continue.

Please be ready to quote your merchant number, the full card number and any

referral message that was displayed (such as REFERRAL B or CODE 10

REFER). The authorisation centre may need to speak to the customer.

If requested to do so by the authorisation centre operator, you

may remove the card from your terminal after a referral request

to do further visual checks on the card; at all other times, you

should only remove the card when prompted to do so by your

terminal.

If the transaction is authorised by the authorisation centre, your terminal will

prompt you to enter both your supervisor password and the authorisation code.

You should take care entering the authorisation code to avoid unnecessary

chargebacks from your acquirer.

Your terminal will also refer transactions if it is unable to contact the acquirer. This

can happen during exceptionally busy periods when the acquirer’s host system

cannot answer the authorisation request.

If you experience a high volume of referrals there may be a

problem with your connection. This will be indicated by the

diagnostic (DIAG) codes printed on the receipt. Refer to the

section entitled Diagnostic Codes for more details

FRAUD ALERT: Your acquirer will never contact you via

telephone call asking you to use a temporary authorisation centre

telephone number.

Page 42

Move/5000

User Guide

Force transaction

You must ensure that this option is enabled on your acquirers

Merchant Account. Contact your acquirer to ensure that this

option is available to you; this option may not be available for all

account types.

The Forced Transaction function allows for the completion of a transaction

following a referral or voice authorisation. It also provides the opportunity to

capture the details of transactions authorised by means other than your terminal.

For example, card transactions authorised using paper vouchers and calls to the

authorisation centre during a power cut, or transactions previously authorised

using the Authorisation Only function.

You must have a valid authorisation code before performing a

forced transaction.

To perform a forced transaction press the menu key three times, then choose

FORCE TRANS. You will be asked to type your supervisor password, and then

press enter.

Select the desired transaction type, enter

your supervisor password

and then select

the desired transaction type.

Insert, swipe or key the customer’s card,

then follow instructions on the screen.

Page 43

Move/5000

User Guide

Transaction Receipts

Merchant Copy - Signature Transactions

Inserted or Swiped Cards with Signature (Merchant Copy)

Merchant Name

Merchant Address 1

Merchant Address 2

M:12345678

TID:22160000 S2

WAITER:02

TABLE:00000001

HANDSET:01

VISA DEBIT

AID: A0000000031010

VISA DEBIT

4444 3333 2222 1111

EXP 12/20

STT 12/17

ISS 1

ICC

SALE

AMOUNT £21.34

TOTAL £21.34

SIGN BELOW

------------------------

PLEASE DEBIT MY ACCOUNT

01/01/19 12:00

AUTH CODE: 123ABC

TXN 0002

DIAG 8282

MERCHANT COPY

PLEASE RETAIN RECEIPT

Merchant ID

Sequence Number

Terminal ID

Transaction

Referencing

Card Issuer

Card AID & Label

Inserted Cards Only

Card Number

Entry Method

ICC for Inserted Cards

SWIPED for Swiped Cards

KEYED for Keyed Cards

CONTACTLESS for Contactless Cards

Transaction Type

Card Details

EXP for Expiry Date

STT for Start Date

ISS for Issue Number

Date & Time

Transaction Number

Auth Code

Diagnostic Code

Signature Section

Page 44

Move/5000

User Guide

Inserted or Swiped Cards with Signature and Gratuity (Merchant Copy)

Merchant Name

Merchant Address 1

Merchant Address 2

M:12345678

TID:22160000 S4

WAITER:03

TABLE:00000004

HANDSET:01

VISA DEBIT

AID: A0000000031010

VISA DEBIT

4444 3333 2222 1111

EXP 12/20

STT 12/17

ISS 1

ICC

SALE

AMOUNT £21.34

GRATUITY ........

TOTAL ........

SIGN BELOW

------------------------

PLEASE DEBIT MY ACCOUNT

01/01/19 12:04

AUTH CODE: 123ABC

TXN 0003

DIAG 4141

MERCHANT COPY

PLEASE RETAIN RECEIPT

Merchant ID

Sequence Number

Terminal ID

Transaction

Referencing

Card Issuer

Card AID & Label

Inserted Cards Only

Card Number

Entry Method

ICC for Inserted Cards

SWIPED for Swiped Cards

KEYED for Keyed Cards

CONTACTLESS for Contactless Cards

Transaction Type

Card Details

EXP for Expiry Date

STT for Start Date

ISS for Issue Number

Date & Time

Transaction Number

Auth Code

Diagnostic Code

Signature Section

Page 45

Move/5000

User Guide

Merchant Copy - PIN Transactions

Inserted Cards with PIN Entry (Merchant Copy)

Merchant Name

Merchant Address 1

Merchant Address 2

M:12345678

TID:22160000 S5

WAITER:01

TABLE:00000003

HANDSET:01

VISA DEBIT

AID: A0000000031010

VISA DEBIT

4444 3333 2222 1111

EXP 12/20

STT 12/17

ISS 1

ICC

SALE

AMOUNT £21.34

TOTAL £21.34

PIN VERIFIED

PLEASE DEBIT MY ACCOUNT

01/01/19 12:11

AUTH CODE: 123ABC

TXN 0004

DIAG 8241

MERCHANT COPY

PLEASE RETAIN RECEIPT

Merchant ID

Sequence Number

Terminal ID

Transaction

Referencing

Card Issuer

Card AID & Label

Card Number

Entry Method

ICC for Inserted Cards

SWIPED for Swiped Cards

KEYED for Keyed Cards

CONTACTLESS for Contactless Cards

Transaction Type

Card Details

EXP for Expiry Date

STT for Start Date

ISS for Issue Number

Date & Time

Transaction Number

Auth

Code

Diagnostic Code

Successful PIN Entry

Page 46

Move/5000

User Guide

Inserted Cards with PIN Entry and Gratuity (Merchant Copy)

Merchant Name

Merchant Address 1

Merchant Address 2

M:12345678

TID:22160000 S7

WAITER:03

TABLE:00000004

HANDSET:01

VISA DEBIT

4444 3333 2222 1111

EXP 12/20

ICC

SALE

AMOUNT £21.34

GRATUITY £2.00

TOTAL £23.34

PIN VERIFIED

PLEASE DEBIT MY ACCOUNT

01/01/19 12:13

AUTH CODE: 123ABC

TXN 0005

DIAG 8282

MERCHANT COPY

PLEASE RETAIN RECEIPT

Merchant ID

Sequence Number

Terminal ID

Transaction

Referencing

Card Issuer

Card Number

Entry Method

ICC for Inserted Cards

SWIPED for Swiped Cards

KEYED for Keyed Cards

CONTACTLESS for Contactless Cards

Card Details

EXP for Expiry Date

STT for Start Date

ISS for Issue Number

Date & Time

Transaction Number

Auth Code

Diagnostic Code

Successful PIN Entry

Page 47

Move/5000

User Guide

Merchant Copy - Contactless Transactions

Contactless Cards (Merchant Copy)

Merchant Name

Merchant Address 1

Merchant Address 2

M:12345678

TID:22160000 S9

WAITER:01

TABLE:00000003

HANDSET:01

VISA DEBIT

AID: A0000000031010

VISA DEBIT

4444 3333 2222 1111

EXP 12/20

STT 12/17

ISS 1

CONTACTLESS

SALE

AMOUNT £1.23

TOTAL £1.23

NO CARDHOLDER

VERIFICATION

01/01/19 12:30

AUTH CODE: 123ABC

TXN 0006

DIAG 52

MERCHANT COPY

PLEASE RETAIN RECEIPT

Merchant ID

Sequence Number

Terminal ID

Transaction

Referencing

Card Issuer

Card AID & Label

Card Number

Entry Method

ICC for Inserted Cards

SWIPED for Swiped Cards

KEYED for Keyed Cards

CONTACTLESS for Contactless Cards

Transaction Type

Card Details

EXP for Expiry Date

STT for Start Date

ISS for Issue Number

Date & Time

Transaction Number

Auth Code

Diagnostic Code

Successful

Contactless Read

Page 48

Move/5000

User Guide

Customer Copy

Keyed Cards with Signature (Customer Copy)

Merchant Name

Merchant Address 1

Merchant Address 2

M:****5678

TID:****0000 S10

WAITER:01

TABLE:00000003

HANDSET:01

VISA DEBIT

************1111

EXP 12/20

STT 12/17

ISS 1

KEYED

SALE

AMOUNT £21.34

TOTAL £21.34

SIGNATURE VERIFIED

THANKYOU FOR YOUR CUSTOM

01/01/19 12:32

AUTH CODE: 123ABC

TXN 0007

DIAG 8241

CUSTOMER COPY

PLEASE RETAIN RECEIPT

For security reasons the full card number is not shown on the

customer copy.

Merchant ID

Sequence Number

Terminal ID

Transaction

Referencing

Card Issuer

Card Number

Entry Method

ICC for Inserted Cards

SWIPED for Swiped Cards

KEYED for Keyed Cards

CONTACTLESS for Contactless Cards

Transaction Type

Card Details

EXP for Expiry Date

STT for Start Date

ISS for Issue Number

Date & Time

Transaction Number

Auth Code

Diagnostic Code

Confirmed

Signature Prompt

Page 49

Move/5000

User Guide

Inserted Cards with PIN Entry (Customer Copy)

Merchant Name

Merchant Address 1

Merchant Address 2

M:****5678

TID:****0000 S5

WAITER:03

TABLE:00000004

HANDSET:01

VISA DEBIT

AID: A0000000031010

VISA DEBIT

************1111

EXP 12/20

STT 12/17

ISS 1

ICC

SALE

AMOUNT £21.34

TOTAL £21.34

PIN VERIFIED

THANKYOU FOR YOUR CUSTOM

01/01/19 12:11

AUTH CODE: 123ABC

TXN 0004

DIAG 8241

MERCHANT COPY

PLEASE RETAIN RECEIPT

For security reasons the full card number is not shown on the

customer copy.

Merchant ID

Sequence Number

Terminal ID

Transaction

Referencing

Card Issuer

Card AID & Label

Card Number

Entry Method

ICC for Inserted Cards

SWIPED for Swiped Cards

KEYED for Keyed Cards

CONTACTLESS for Contactless Cards

Transaction Type

Card Details

EXP for Expiry Date

STT for Start Date

ISS for Issue Number

Date & Time

Transaction Number

Auth Code

Diagnostic Code

Successful PIN Entry

Page 50

Move/5000

User Guide

Contactless Cards (Customer Copy)

DUPLICATE

Merchant Name

Merchant Address 1

Merchant Address 2

M:****45678

TID:****60000 S9

WAITER:01

TABLE:00000003

HANDSET:01

VISA DEBIT

AID: A0000000031010

VISA DEBIT

************1111

EXP 12/20

STT 12/17

ISS 1

CONTACTLESS

SALE

AMOUNT £1.23

TOTAL £1.23

NO CARDHOLDER

VERIFICATION

01/01/19 12:30

AUTH CODE: 123ABC

TXN 0006

DIAG 52

CUSTOMER COPY

PLEASE RETAIN RECEIPT

For security reasons the full card number is not shown on the

customer copy.

Please Note: Only the merchant copy is printed during a

contactless transaction. If the customer requires a receipt then

the customer copy can be printed by pressing the F1 key whilst

the idle screen is displayed.

Merchant ID

Sequence Number

Terminal ID

Transaction

Referencing

Card Issuer

Card AID & Label

Card Number

Entry Method

ICC for Inserted Cards

SWIPED for Swiped Cards

KEYED for Keyed Cards

CONTACTLESS for Contactless Cards

Transaction Type

Card Details

EXP for Expiry Date

STT for Start Date

ISS for Issue Number

Date & Time

Transaction Number

Auth Code

Diagnostic Code

Successful

Contactless Read

Page 51

Move/5000

User Guide

Pre-Paid Cards (Customer Copy)

Merchant Name

Merchant Address 1

Merchant Address 2

M:****5678

TID:****0000 S5

WAITER:03

TABLE:00000004

HANDSET:01

VISA DEBIT

AID: A0000000031010

VISA DEBIT

************1111

EXP 12/20

STT 12/17

ISS 1

ICC

SALE

AMOUNT £21.34

TOTAL £21.34

AVAILABLE:

£1000.00

PIN VERIFIED

THANKYOU FOR YOUR CUSTOM

01/01/19 12:11

AUTH CODE: 123ABC

TXN 0004

DIAG 8241

MERCHANT COPY

PLEASE RETAIN RECEIPT

For security reasons the full card number is not shown on the

customer copy.

Please Note: The Pre-Paid Card available balance is shown only

on the customer copy.

Merchant ID

Sequence Number

Terminal ID

Transaction

Referencing

Card Issuer

Card AID & Label

Card Number

Entry Method

ICC for Inserted Cards

SWIPED for Swiped Cards

KEYED for Keyed Cards

CONTACTLESS for Contactless Cards

Transaction Type

Card Details

EXP for Expiry Date

STT for Start Date

ISS for Issue Number

Date & Time

Transaction Number

Auth Code

Diagnostic Code

Successful PIN Entry

Pre-Paid Card

Available Balance

Page 52

Move/5000

User Guide

Declined and Void Receipts

If the transaction is declined by the acquirer or by an inserted Chip card, the

terminal will print a declined receipt, as shown below. The text printed below the

Date and Time is the response from message from the acquirer.

Example Declined Receipt (Customer Copy)

Merchant Name

Merchant Address 1

Merchant Address 2

M:****5678

TID:***0000 S11

WAITER:02

TABLE:00000010

HANDSET:01

VISA DEBIT

************1111

EXP 12/20

STT 12/17

ISS 1

SWIPED

SALE

AMOUNT £21.34

TOTAL £21.34

D E C L I N E D

THANKYOU FOR YOUR CUSTOM

01/01/19 12:40

NOT AUTHED

TXN 0008

DIAG 41

CUSTOMER COPY

PLEASE RETAIN RECEIPT

For security reasons the full card number is not shown on the

customer copy. If you have had any voided transactions you must

perform an End of Day report to ensure that the acquirer receives

confirmation that the transaction(s) have been voided.

Merchant ID

Sequence Number

Terminal ID

Transaction

Referencing

Card Issuer

Card Number

Entry Method

ICC for Inserted Cards

SWIPED for Swiped Cards

KEYED for Keyed Cards

CONTACTLESS for Contactless Cards

Transaction Type

Card Details

EXP for Expiry Date

STT for Start Date

ISS for Issue Number

Date & Time

Transaction Number

Acquirer Message

Diagnostic Code

Result Indication

Page 53

Move/5000

User Guide

VOID

If the Result Indication shows VOID then the transaction has

been cancelled by the operator.

CANCELLED

If the transaction was cancelled by pressing the cancel key,

the message below the date/time will read CANCELLED.

SIGNATURE

INVALID

If the transaction was cancelled by the operator selecting

NO to the signature check, then the text below the Date and

Time will read SIGNATURE INVALID.

Transaction Referencing

Your terminal is not pre-configured to allow for Transaction Referencing. If you

would like Transaction Referencing to be enabled on your terminal please

contact the terminal Helpdesk.

Transaction Referencing can be used to reference each transaction’s ticket to a

specific terminal operator, or location. The most common use of Transaction

Referencing is in the leisure industry for use by Waiters (operator) and Tables

(location).

The labels for these references are completely customisable for your needs, so

you could have Room Number (in a Hotel), or Invoice ID (in an office based

business), or maybe Customer ID. Please contact the terminal Helpdesk if you

wish to customise these labels.

OPERATOR

Operator ID (Waiter ID) is printed on both the merchant and

customer copy of the transaction receipts. You will also have a

sub-report on your X/Z Balance reports which breakdown the

transactions including gratuities (if enabled) by each operator.

Operator ID has a range from 1 to 99.

LOCATION

Location ID (Table ID) is printed on both the merchant and

customer copy of the transaction receipts. Location ID can be

up to twenty-five characters in length and formed of both letters

and numbers if required.

HANDSET

Handset ID is enabled by default, and allows you to simply

reference which terminal was used to take the transaction,

when you have more than one terminal in use in your business.

The default value of 01 can be changed within the supervisor

menu

Page 54

Move/5000

User Guide

Reports

The terminal can produce several reports to aid banking:

End of Day Banking Reconciliation report with the acquirers

X Balance Transaction total print without a reset

Z Balance(!) Transaction total print with a reset

Waiters Totals Gratuity summary per waiter

At the end of each trading day you should perform an End of Day

report (or a Banking and Z Balance report). This will give you a

full record of all business done that day and will allow for the

fastest possible processing of funds into your merchant account.

If you do not complete an End of Day report there will be a delay

in you receiving funds. If you have had any voided transactions

you must perform an End of Day report to ensure that the

acquirer receives confirmation that the transaction(s) have been

voided.

• There are several common features across all the totals and sub-totals

on all of the reports that are available.

• DR indicates that the value of transactions shown is in your favour - the

value shown will be debited from customers.

• CR indicates that the value of transactions shown is not in your favour -

the value shown will be credited to customers.

• The number of transactions that add up to the total shown will always be

shown on the left of the value.

• Any gratuity and cashback amounts are included in the TOTAL and SUB-

TOTAL, as well as in the breakdown by transaction type (i.e. Sales or

Refunds).

Always check that your paper roll is not about to run out, before

doing any reports.

Page 55

Move/5000

User Guide

End of Day Report

Your terminal is provided with an End of Day report that allows you to print both

the Z Balance and the Banking reports from the one place. This simplifies your

end of day procedure and ensures that you do the correct reports each day.

The End of Day report prints first the Z Balance, followed by Banking for all

acquirers. After the report has printed you should ensure that the Banking report

shows TOTALS CONFIRMED for each acquirer, and that the totals are consistent

with the Z Balance report.

To perform an End of Day report press the menu key twice, then choose

REPORTS. You will be asked to type your supervisor password, then press enter,

choose END OF DAY.

Reports performed by the End of Day function will look exactly the same as if they

were done separately, however above each report title will be the legend of END

OF DAY.

Example End of Day report

END OF DAY

Z BALANCES

Totals Reset

Merchant Name

Merchant Address 1

Merchant Address 2

END OF DAY

BANKING

Merchant Name

Merchant Address 1

Merchant Address 2

Please refer to the following sections entitled Banking Report and Z Balance

report for more details on the contents of each report.

Your terminal can be configured to automatically perform the End of Day report

at a set time each day (or a specific range of days) to make this process even

more streamlined. If you would like the Auto End of Day functionality enabled on

your terminal please contact the terminal Helpdesk.

Page 56

Move/5000

User Guide

Banking Report

Performing a Banking report reconciles the transaction totals held in the terminal

with the totals held by each acquirer. The terminal may need to contact some or

all of the acquirers to complete this report.

Transactions are listed by acquirer, and are also shown by card type (issuer)

under that acquirer. Reconciliations are done by sessions; these sessions are

tracked by both the terminal and the acquirer.

The totals listed under CURRENT SESSION were carried out during the current

reconciliation session and will be processed by the acquirer at the end of the

session.

The totals listed under PREVIOUS SESSION were carried out during the

previous reconciliation session and have already been processed by the

acquirer.

To understand the concept of sessions, the PREVIOUS SESSION on today’s

reports will be the same as the CURRENT SESSION on yesterday’s report, and

so on. If these totals do not match then you may be doing your report outside of

the acquirer’s specified banking window.

You should contact your acquirer(s) to find out when your

specified banking window is, if you do your Banking report

outside of this time then your reports may not reconcile correctly.

The result for each acquirer’s reconciliation is shown below the acquirer’s name.

TOTALS CONFIRMED

Shown if the totals held by the acquirer and the

terminal agree.

TOTALS NOT AGREED

Shown if the totals held by the acquirer and the

terminal do not agree. The report will show the

totals held by the terminal and the acquirer

separately to show the difference. You should

contact the acquirer to ensure that all expected

funds have been transferred.

CANNOT CONFIRM

TOTALS

Shown when the terminal cannot contact the

acquirer to check the totals. The diagnostic code

printed will indicate the reason for the

communications failure.

Page 57

Move/5000

User Guide

To perform banking report please follow the instructions below.

To perform a Banking report for ALL

acquirers press the green key

twice, then

choose REPORTS.

You will be asked to type your

supervisor

password, then choose BANKING.

To perform a Banking report for ALL

acquirers,

choose ALL. If you are looking

to select acquirer to be banked select

SINGLE

If you selected SINGLE you will be asked

to choose an acquirer from the list.

The terminal will contact the acquirer and

display confirmation screen followed by

the banking printout.

The Banking report is a constitutional part of the End of Day

Report. If you do an End of Day report then you do not need to

perform a separate Banking report.

If you do not complete an End of Day report (or the Banking and

Z Balance separately), money may not be collected from the

customer and will lead to a delay in you receiving funds

Page 58

Move/5000

User Guide

Example Banking report (Acquirer 1)

BANKING

Merchant Name

Merchant Address 1

Merchant Address 2

TID:22160001

01/01/19 23:54

HANDSET:01

--==++oooo++==--

ACQUIRER 1

TOTALS CONFIRMED

01/01/19 23:54

M:12345678

TID:22160001

CURRENT SESSION: 3

TXN NOs 0041-0089

Sales 47 £844.06

Refunds 1 £5.00

TOTAL DR £839.06

VISA CREDIT

Sales 18 £319.83

SUB-TOTAL DR £319.83

ELECTRON

Sales 29 £524.23

Refunds 1 £5.00

SUB-TOTAL DR £519.23

PREVIOUS SESSION:

TXN NOs 0025-0040

Sales 13 £100.41

Refunds 2 £20.00

TOTAL DR £80.41

VISA CREDIT

Sales 8 £85.08

Refunds 2 £20.00

SUB-TOTAL DR £65.08

MAESTRO

Sales 5 £25.33

SUB-TOTAL DR £25.33

SESSION NOW CHANGED TO 4

TXN 0090

DIAG 76

--==++oooo++==--

Terminal ID

Print Date & Time

Acquirer Name

Acquirer Result

TOTALS CONFIRMED

The totals were agreed for

this acquirer

Transaction Range

Current Session - relates to

the Transaction breakdown

on the Z Balance Report

Issuer Breakdown

Current Session totals for each

Issuer linked to this acquirer.

This section will not appear this

acquirer has only one Issuer

Transaction Number

Session Message

Diagnostic Code

DIAG 76 indicates that a successful

online banking was performed

Current Session

The breakdown of totals for the current

banking session. Combining the

Current Session totals for all acquirers

should match the Grand Total on the Z

Balance Report

Merchant ID

Current Session Number

Issuer Breakdown

Previous Session totals for each

Issuer linked to this acquirer.

This section will not appear this

acquirer has only one Issuer

Previous Session

The breakdown of totals for the

previous banking session

Transaction Range

Previous Session

Page 59

Move/5000

User Guide

Example Banking report continued (Acquirer 2)

--==++oooo++==--

ACQUIRER 2

TOTALS UNCONFIRMED

01/01/19 23:55

M:87654321

TID:22160001

CURRENT SESSION: 2

TXN NOs 0039-0042

Sales 1 £10.00

Refunds 1 £20.00

TOTAL CR £10.00

PREVIOUS SESSION:

TXN NOs 0025-0038

Sales 8 £827.19

Refunds 1 £40.00

TOTAL DR £787.19

TXN 0046

DIAG 828282

--==++oooo++==--

TOTALS UNCONFIRMED means that the totals were in balance

after the last online transaction so are probably correct, but they

have not been checked during the reconciliation because, in this

case, a communications error (see the section entitled

Diagnostic Codes for more details). If the reconciliation is

attempted again and the terminal again fails to contact the

acquirer, the report will indicate CANNOT CONFIRM TOTALS.

This acquirer has only one issuer, so no breakdown by issuer is

shown.

Previous Session

The breakdown of totals for the

previous banking session

Acquirer Name

Acquirer Result

TOTALS UNCONFIRMED

The totals were not checked

for this acquirer

Transaction Range

Current Session - relates to

the Transaction breakdown

on the Z Balance Report

Current Session

The breakdown of totals for the current

banking session. Combining the

Current Session totals for all acquirers

should match the Grand Total on the Z

Balance Report

Merchant ID

Current Session Number

Transaction Range

Previous Session

Transaction Number

Diagnostic Code

DIAG 828282 indicates that the acquirer was

unable to be reached due to three

communications errors (82)

Page 60

Move/5000

User Guide

Example Banking report continued (Acquirer 3)

The acquirer totals will match the current session totals if the

Banking report is completed daily during the banking window, if

it is not completed in this way then this total may differ.

This acquirer has had no business, so no breakdown by issuer is

shown.

--==++oooo++==--

ACQUIRER 3

TOTALS NOT AGREED

CALL ACQUIRER

01/01/19 23:56

M:11223344

TID:22160001

--==**==--

HOST AND TERMINAL TOTALS

DO NOT AGREE:

HOST: ACQUIRER 3

Sales 8 £787.19

TOTAL CR £787.19

TERMINAL:

Sales 3 £500.00

TOTAL CR £500.00

--==**==--

CURRENT SESSION: 3

TXN NOs 0016-0019

Sales 3 £500.00

TOTAL DR £500.00

PREVIOUS SESSION:

No Business

TXN 0020

DIAG 7376

--==++oooo++==--

CAUTION

Acquirers attempted 3

Agreed 1

Not Agreed 1

Unconfirmed 1

REPORT COMPLETE

Merchant ID

Acquirer Name

Acquirer Result

TOTALS NOT AGREED

The terminal totals did not

match the host’s totals for this

acquirer

Disputed Totals

Only shown when totals are not agreed.

The totals returned by the acquirer are

printed together with the terminal totals

for comparison

Current Session

The Current Session indicates that there

have been 3 transactions for this

acquirer recorded by the terminal.

Date & Time

Current Session

Previous Session

The breakdown of totals for the

previous banking session

Transaction Number

Diagnostic Code

DIAG 7376 indicates that the totals

are out of balance (73) and a

successful online

banking was performed (76)

Report Summary

If some or all of the acquirers do

not give TOTALS CONFIRMED

responses then a summary of the

issues is shown

Acquirer Totals

Number of transactions and amounts

recorded by the host.

Terminal Totals

Number of transactions and amounts

recorded by the terminal.

Page 61

Move/5000

User Guide

X Balance Report

The X Balance report is sometimes referred to as an End of Shift Balance

report. This is because it allows you to print a total of all transactions performed

since the last Z Balance report. The X Balance may be printed at any time

throughout the day.

Transactions are listed by card type, and by Operator ID (Waiter ID for example,

if enabled) showing transactions together with any gratuities or cashback (if

enabled) by each operator.

A list of all transactions done since the last Z Balance was completed is also

shown.

The totals within the terminal will not be reset after printing an X

Balance.

To perform an X Balance report press the menu key twice, then choose

REPORTS. You will be asked to type your supervisor password, then press

green key, choose X BALANCE and press green key.

The X Balance report is exactly the same as the Z Balance excepting the totals

are not reset.

Example X Balance report

X BALANCES

Totals Not Reset

Merchant Name

Merchant Address 1

Merchant Address 2

Please refer to the following section entitled Z balance report for more details on

the contents of the X Balances report.

Page 62

Move/5000

User Guide

Z Balance Report

The Z Balance report is sometimes referred to as an End of Day Balance report.

This is because it allows you to print a total of all transactions performed since

the last Z Balance report. The Z Balance should be printed at end of each

trading day.

Transactions are listed by card type, and by Operator ID (Waiter ID for example,

if enabled) showing transactions together with any gratuities or cashback (if

enabled) by each operator.

A list of all transactions done since the last Z Balance was completed is also

shown.

The totals within the terminal will be reset after printing a Z

Balance.

To perform a Z Balance report press the menu key twice, then choose

REPORTS. You will be asked to type your supervisor password, then press

enter, then choose Z BALANCE(!)

The Z Balance report is exactly the same as the X Balance excepting the totals

are reset in the terminal once the report is complete. The terminal will display

PLEASE WAIT and a short progress indication while the totals are being reset.

The Z Balance report is a constitutional part of the End of Day

Report. If you do an End of Day report then you do not need to

perform a separate Z Balance report.

If you do not complete an End of Day report (or the Banking and

Z Balance separately), money may not be collected from the

customer and will lead to a delay in you receiving funds.

Page 63

Move/5000

User Guide

Example Z Balance Report (Totals and Breakdown by Issuer)

Z BALANCES

Totals Reset

Merchant Name

Merchant Address 1

Merchant Address 2

TID:22160001

01/01/19 23:47

HANDSET:01

GRAND TOTALS

Since 01/01/19 23:50

Sales 48 £854.06

Refunds 4 £40.00

TOTAL DR £814.06

Includes

Tips 30 £61.24

Cashback 5 £50.00

--==++oooo++==--

BREAKDOWN BY

ISSUER

Since 01/01/19 23:50

AMERICAN EXPRESS

Sales 1 £10.00

Refunds 1 £35.00

SUB-TOTAL CR £25.00

VISA CREDIT

Sales 18 £319.83

SUB-TOTAL DR £319.83

ELECTRON

Sales 29 £524.23

Refunds 1 £5.00

SUB-TOTAL DR £519.23

--==++oooo++==--

Date & Time

Grand Totals

Summarises all transactions

performed since the last

Z Balance Report was printed

Terminal ID

Issuer Breakdown

The breakdown of all transactions

performed since the last Z Balance Report

was printed, for each Issuer (i.e. card

type). For clarity Tips and Cashback are

not shown in this section. All SUB-TOTAL

values add up to the TOTAL shown on the

report; note that values shown as CR must

be subtracted to give the final total

Last Z Balance

The date & time when the last

Z Balance Report was performed

Total

Includes

Shows the total value of Tips and

Cashback for example (if enabled)

included within the Grand Totals

Last Z Balance

The date & time when the last

Z Balance Report was printed

Page 64

Move/5000

User Guide

Example Z Balance Report continued (Breakdown by Waiter and Transaction

Log)

--==++oooo++==--

BREAKDOWN BY WAITER

Since 01/01/19 23:50

WAITER ID: 01

Sales 25 £562.68

Refunds 2 £35.00

SUB-TOTAL DR £527.68

Includes

Tips 17 £38.50

Cashback 3 £30.00

WAITER ID: 02

Sales 23 £291.38

Refunds 1 £5.00

SUB-TOTAL DR £286.38

Includes

Tips 13 £22.74

Cashback 2 £20.00

--==++oooo++==--

TRANSACTIONS

Seq Txn RESULT

S35 AUTH CODE:27

T0041 £36.00

S36 AUTH CODE:00321

T0042 £15.00

S37 DECLINED

T0043 £9006.00

S38 CANCELLED

S39 AUTH CODE:16

T0044 £48.16

S93 AUTH CODE:19

T0086 A £22.00

S94 VOID

£50.00

S95 AUTH CODE:0227

T0087 £5.00

S96 AUTH CODE:28642

T0088 £17.86

S97 AUTH CODE:0227

T0089 £14.51

--==++oooo++==--

REPORT COMPLETE

Waiter Breakdown

The breakdown of all transactions

performed since the last Z Balance

Report was printed, for each Operator

(i.e. Waiter). For convenience Tips and

Cashback for example (if enabled) are

shown with each Operator.

This section is only printed if

Transaction Referencing is enabled

Last Z Balance

The date & time when the last

Z Balance Report was printed

Transaction Log

Detail of all transactions performed

since the last Z Balance Report was

printed.

For each transaction the Sequence

Number of the transaction (S) together

with the result. Each receipt has a

different S number even if the

transaction was cancelled before the

amount was entered.

If a transaction went online second line

showing the Transaction Number (T).

The full transaction amount is also

shown (inclusive of any Tips and

Cashback for example). Transaction

numbers are per acquirer meaning that

the same T number could be shown for

two different transactions, but the S

number will not be the same

Example Transactions

S35 represents an authorised transaction

S36 represents an authorised transaction

S37 represents a transaction declined

by the acquirer

S38 represents a transaction cancelled before

connection to the acquirer

S39 represents an authorised transaction

S40 to S92 are not shown

S93 represents an Authorisation Only

transaction shown by the (A) label -it is NOT

added to the Grand Totals

S94 represents a transaction that was voided

at the signature check

S95 represents an authorised transaction

S96 represents an authorised transaction

S97 represents an authorised transaction

Page 65

Move/5000

User Guide

Stored Transaction Report

A Stored Transaction report may be printed to show how many transactions are

stored in the terminal, awaiting transmission to the host.

Up to five transactions may be stored in the terminal per acquirer. A transaction

may be stored after contactless transaction, voice referral, or by using the

Forced Transaction or Hotel Mode Completion functions.

Do not print this report unless instructed to do so by the terminal

Helpdesk.

To perform a Stored report for ALL acquirers press the menu key twice, then

choose REPORTS and press enter. You will be asked to type your supervisor

password, then press enter, press the menu key once more, choose STORED

followed by selecting ALL.

To perform a Stored report for a SINGLE acquirer press the menu key twice,

then choose REPORTS. You will be asked to type your supervisor password,

then press enter, press the menu key once more, choose STORED then choose

SINGLE. Select from the list the required acquirer

TMS Report

Approximately once a month your terminal will call the Terminal Management

System (TMS) to receive any updates to the software, details of new card

schemes, and any changes to your configuration. This call will take place

automatically, normally outside of standard trading hours.

After the TMS call has taken place your terminal will print a TMS report,

indicating if the communication was successful or has failed.

If the TMS call is interrupted part way through downloading a new or updated

configuration file, for example due to a communications problem, the terminal

will be set into a NOT READY state and will not be usable until the file has been

downloaded.

Page 66

Move/5000

User Guide

If your terminal displays the NOT READY status message then your terminal is

not initialised. Press menu once and choose the SETUP menu option. You

should contact the terminal Helpdesk if the problem persists after a successful

TMS call.

Example successful TMS report

TMS CALL

Merchant Name

Merchant Address 1

Merchant Address 2

TID:22160001

S/N:01234WL12345678

01/01/19 02:36

CONNECTED: OK

CONIG DATA: OK

REPORT COMPLETE

The status of CONNECTED may be; OK (if successfully connected to the TMS),

or FAIL (if unable to connect to the TMS).

The status of CONFIG DATA may be; OK (if download was successful), FAIL (if

download was not successful), or NOT REQUIRED (if no update was required).

Terminal ID

Serial Number

Result

Print Date & Time

Page 67

Move/5000

User Guide

Supervisor Functions

Supervisor password

Default supervisor password is 01483

The Supervisor password is designed to limit access to the Supervisor functions

(such as the Supervisor Menus, or Refund transactions) on the terminal to those

who have access to the code.

Your terminal is shipped with an initial default code of 01483 but is configured

so that a change of this code is required before you process any transactions. If

you forget your code, please contact the terminal Helpdesk who will be able to

reset the code back to the default.

The following codes are not valid choices for your Supervisor

password: 01483, 1234, 0000, or 9999.

Any other numerical code of four or more digits will be a valid

Supervisor password.

The Supervisor password allows entry into the Refund option on

the terminal.

To change your Supervisor password press the menu key twice, then choose

SUPERVISOR from the list. You will be asked to type your current supervisor

password (i.e. 01483), then press green key, choose PASSWORD then

CHANGE PWD.

You will need to enter your new numerical code (4 digits or more) twice,

pressing the green key after each input, before the Supervisor password is

updated to this new value.

If your terminal is lost or stolen you should contact the terminal

Helpdesk immediately.

Page 68

Move/5000

User Guide

You are strongly advised to ensure that privileged access to your terminal

(including access to the Supervisor password) is only granted to staff that have

been independently verified as being trustworthy.

Supervisor password change – initial transaction

If you have not changed the Supervisor password before you process your first

transaction the terminal will prompt you to change the code from the default

during the transaction.

During the transaction, you will be

prompted that the code needs to be

changed, press any key to continue.

Enter a new code and press the green key.

Re-enter the new code and press the green

key.

A confirmation will be shown if the two

entries match and the code has been

changed.

The terminal will continue as normal, refer to the instructions for transaction type

that you chose to complete the transaction.

Page 69

Move/5000

User Guide

Refund Password

Your terminal is configured to use the Supervisor password to protect both the

Refund and the Supervisor functions. If you would like a separate code enabled

in order to protect the Refund function please contact the terminal Helpdesk.

This feature could be used to allow one member of staff the added ability to

perform a Refund; while allowing another member(s) of staff the ability to perform

the Supervisor functions.

Supervisor Menus

The Supervisor menus allow access to various management functions in your

terminal. To be able to access the Supervisor menu, you must use the Supervisor

password.

To access the Supervisor menus press the menu key twice, then choose

SUPERVISOR and press the green key. You will be asked to type your current

supervisor password and confirm this by pressing the green key.

Once you have access to the Supervisor menus, press the menu key to cycle

through the various menu screens.

The following pages show a summary of the Supervisor functions and how to

access them, and what they do.

Some Supervisor functions MUST only be used when instructed

to do so by the terminal Helpdesk.

Page 70

Move/5000

User Guide

First Supervisor Menu Screen

PRINT CONF

Allows the

terminal to print the configuration of

any additional apps installed i.e. TruRating

PASSWORD

Allows the various code

s in the terminal to be

reset or changed. Enters the PASSWORD

menu

- see next section.

CONFIG

Allows the access to various extended

configuration options. Enters the CONFIG

menu

- see next section.

LOGON

Allows the terminal to

perform a test with

some, or all, of the acquirers loaded on the

terminal. Do not use this feature unless

instructed to do so by the terminal Helpdesk.

Second Supervisor Menu Screen (press menu once)

SHORT CUT

Allows access to advanced configuration

options. Enters the SHORT CUT menu -

see next

section.

TIPS

Allows the Gratuity/Tip mode to be switched on

and off. Setting TIPS to ON, sets OP MODE

to

LATE.

OP MODE

Allows the setting of when the terminal will

contact the acquirer for authorisation during the

transaction. Gratuity/Tip mode is only available

in LATE mode. Setting OP MODE to EARLY

, sets

TIPS to OFF.

CALL TMS

Immediately sets off a configuration data c

all to

the Terminal Management System (TMS). Do

not use this feature unless instructed to do so

by the terminal Helpdesk.

Page 71

Move/5000

User Guide

Third Supervisor Menu Screen (press menu twice)

INTL

Allows the international dialling code to be set.

Do not use this feature

unless instructed to do

so by the terminal Helpdesk.

SALETYPE

Allows the default transaction type to be set,

so the transaction type will begin as soon as a

card is swiped or inserted from the idle screen.

If REFUND is set then the

Supervisor password

check will

not

be done.

TERM PARAM

Allows the setting of internal terminal options.

Do not use this feature unless instructed to do

so by the terminal Helpdesk.

UPGRADE

Immediately sets off a software upgrade call to

the Terminal Management System (TMS).

Do

not use this feature unless instructed to do so

by the terminal Helpdesk.

Fourth Supervisor Menu Screen (press menu three times)

DATE TIME

Allows the date and time to be set. The date

and time is

automatically updated when a

successful TMS call is made.

BACKLIGHT

Allows the setting of the time taken after a key

is pressed before the backlight turns off.

AUTO-OFF

Allows the setting of the time taken after a key

is pressed before the terminal enters power

save mode.

RELEASE

Prints a summary report of software versions

loaded on the terminal. Do not use this feature

unless instructed to do so by the terminal

Helpdesk.

Page 72

Move/5000

User Guide

Supervisor Sub-Menus

There are three Supervisor sub-menus. They are the Password menu, the Config

menu and the Shortcut menu. They allow access to extended options within the

Supervisor menus.

To access the Password menu press the menu key twice, then choose

SUPERVISOR and press green key. You will be asked to type your current

supervisor password, and confirm this by pressing the green key, and choose

PASSWORD.

Below is a summary of the functions within the Password menu and how to access

them, and what they do.

Some Supervisor functions MUST only be used when instructed

to do so by the terminal Helpdesk.

Password Menu Screen

DELETE ACQ

Deletes all datasets for one or all acquirers from

the terminals

memory. Do not use this feature

unless instructed to do so by the terminal

Helpdesk.

MAC RESET

Allows the Message Authentication Code (MAC)

key to be reset to the initial value for one or all

acquirers. Do not use this feature unless

instructed to do so by the terminal Helpdesk.

TMS RESET

Allows the secure code

used for communications

to the TMS to be reset to the initial value. Do not

use this feature unless instructed to do so by the

terminal Helpdesk.

CHANGE PWD

Allows the Supervisor password

(and/or Refund

code) to be changed. The new code

must be

used for all future code requests.

Page 73

Move/5000

User Guide

To access the Config menu press the menu key twice, then choose

SUPERVISOR and press green key. You will be asked to type your current

supervisor password, and confirm this by pressing the green key, and choose

CONFIG.

Below is a summary of the functions within the Config menu and how to access

them, and what they do.

Some Supervisor functions MUST only be used when instructed

to do so by the terminal Helpdesk.

First Config Menu Screen

PRINT EMV

Prints EMV data loaded on the terminal. Do not

use this feature unless instructed to do so by the

terminal Helpdesk.

PRINT CERTS

Prints Certificates loaded on the terminal. Do not

use this feature unless

instructed to do so by the

terminal Helpdesk.

PSTN PREFIX

Allows the telephone network (P

STN) prefix

number to be set.

GSM N/W

TEST

Prints a rolling data sheet of the mobile network.

Do not use this feature unless instructed to do so

by the terminal Helpdesk.

SEL GSM N/W

Allow the selection of a different mobile network.

Do not use this feature unless instructed to do so

by the terminal Helpdesk.

Page 74

Move/5000

User Guide

To access the Shortcut menu press the menu key twice, then choose

SUPERVISOR and press the green key. You will be asked to type your current

supervisor password and confirm this by pressing the green key. Press the menu

key and choose SHORT CUT.

Below is a summary of the functions within the Shortcut menu, how to access

them and what they do.

Some Supervisor functions MUST only be used when instructed

to do so by the terminal Helpdesk.

Shortcut Menu Screen

CONTACTLESS

Configures the internal/external Contactless

Reader support. Do not use this feature unless

instructed to do so by the terminal Helpdesk.

PINPAD

Configures the external PINPad support. Do not

use this feature unless instructed to do so by the

terminal Helpdesk.

EPOS INTERF

Configures the EPoS

(till) Interface functionality.

Do not use this feature unless instructed to do

so by the terminal Helpdesk.

BLUETOOTH

Allows the terminal to be associated to a

Bluetooth base. Do not use this feature unless

instructed to do so by the terminal Helpdesk.

WIFI SETUP

Configures the Wi-

Fi network. Do not use this

feature unless instructed to do so by the terminal

Helpdesk.

Page 75

Move/5000

User Guide

Troubleshooting

Frequently Asked Questions

Q My terminal displays NOT READY on the idle screen, what do I do?

• Your terminal is not initialised or has failed an automatic TMS call.

Press menu once and choose the SETUP menu option. You should

contact the terminal Helpdesk if the problem persists after a

successful TMS Call.

Q What can I do if the terminal does not print anything on the paper, does the ink

need replacing?

• Your terminal uses a thermal printer and so does not require any ink.

You should ensure that the paper is inserted in the correct orientation,

as thermal paper only prints on one side. Refer to the section entitled

Loading a Paper Roll for more information. Printing can be tested

by using the DUPLICATE function to produce a duplicate receipt. Only

use approved paper rolls from your terminal supplier. If the printer

housing or printer roller is damaged you should contact the terminal

Helpdesk.

Q What should I do if I have forgotten my Supervisor password?

• You should first try the default code of 01483, if this is not the code

then please contact the terminal Helpdesk who will reset the code

back to the default value.

Q What does it mean if my mobile terminal displays the message ENTER SIM

CODE?

• Only use the SIM Card supplied to you by your terminal supplier. If

you have been supplied with a replacement SIM Card (for example a

faulty or lost SIM Card) your terminal will request a new activation

code. Check the documentation which came with the SIM Card. If

you cannot locate the SIM Code then please contact the terminal

Helpdesk who will provide you with the appropriate SIM Code.

Q What does it mean when the terminal displays PIN TRIES EXCEEDED?

• The card has been locked after too many failed PIN entry attempts.

It may be possible to perform a PIN Bypass. The customer should

Page 76

Move/5000

User Guide

contact their card issuer to change their PIN, or if they do know it they

can unlock it at any ATM.

Q What should I do if my mobile terminal fails to display a mobile network name

on the screen, even though the provided SIM is inserted correctly?

• Your terminal requires a good mobile network signal to operate, if you

are in an area that mobile phones do not operate then the terminal

will, also, not operate. You should move to an area of good mobile

network signal.

• If you are in an area of good mobile network signal you should try to

turn the terminal off, leave for about 30 seconds and turn the terminal

back on. If the problem persists you should contact the terminal

Helpdesk.

Q What should I do if my Bluetooth terminal shows a flashing number, or no

number, on the Bluetooth status section of the screen?

• If the number is flashing ensure that the base unit with the Serial

Number displayed is powered on and in range. If this is the case then

power off the terminal and the base unit. Power back on the base unit

and then place the terminal on that base unit and wait for the

Bluetooth status to update. If the problem persists you should contact

the terminal Helpdesk.

• If there is no number displayed then power off the terminal and the

base unit. Power back on the base unit and then place the terminal

on that base unit and wait for the Bluetooth status to update. You

should refer to the section entitled Bluetooth Base Setup for further

details. If the problem persists you should contact the terminal

Helpdesk.

Q What do I do if the customer has forgotten their PIN code?

• If your acquirer allows it, you can perform a PIN Bypass to bypass

the entry of the PIN code, by pressing the cancel key followed

promptly by the menu key twice. If the card allows the PIN Bypass

you may find that the acquirer declines the transaction. Transactions

taken by PIN Bypass are subject to chargebacks so you should make

other careful checks on the card and cardholder as laid out by your

acquirer. For more information on the use of PIN Bypass please

contact your acquirer.

Page 77

Move/5000

User Guide

Q I would like to refer a transaction before I attempt a transaction on the terminal

as I am suspicious?

• You should contact the authorisation centre and ask for a ‘Code 10

Referral’, this alerts the operator why you are asking for the referral,

without arousing suspicion with the customer.

Q Every transaction that I take is producing a referral, am I doing something

incorrectly?

• Mobile terminals require a good mobile network signal in order to

operate, if you are in an area that mobile phones do not operate then

the terminal will, also, not operate. You should move to an area of

good mobile network signal. If no mobile network is shown on the

screen then you should check that the SIM is installed correctly. You

should refer to the section entitled SIM Card Installation for further

details. If the problem persists you should contact the terminal

Helpdesk.

• Bluetooth terminals require either a telephone line or LAN in order to

operate. You should check that the base unit is connected correctly

and that the telephone line or LAN are working correctly. You should

refer to the sections entitled Terminal Base Overview and PSTN

Connectivity for further details. If the problem persists you should

contact the terminal Helpdesk. If there is a problem with the

telephone line or internet connection you should contact your

telecommunications supplier.

Q My totals on the Z Balance and Banking reports do not match, what do I do?

• The Z Balance report totals give you a total of all transactions done

across all acquirers. The Banking report totals give you the total for

each acquirer. You should try to add up all the individual totals across

all acquirers on the Banking to try to reconcile with the Z Balance

total. The current session totals on the Banking shows all

transactions for that session - if you perform the Z Balance and

Banking at the same time every trading day this should match the

totals on the Z Balance. If you still cannot match the totals you should

contact the terminal Helpdesk. Please ensure that you have all

relevant reports with you when you call. It is possible that you will be

asked for the proceeding day’s reports as well.

Page 78

Move/5000

User Guide

Q A number of contactless transactions prompt that the card should be inserted

or swiped, is this normal?

• It is routine that a contactless card will require a further security check

occasionally. If the card is used for a lot of contactless transactions

then this should be expected.

Q I am unable to take contactless transactions, am I doing something incorrectly?

• The contactless option will only become active when the transaction

amount is under the contactless limit (e.g. £30.00).

• Not all cards are enabled for contactless transactions, please ensure

that the card presented to terminal is a contactless card, the customer

should contact their card issuer if they are unsure.

• Ensure that the contactless card is presented to the contactless card

read zone until prompted to remove the card. You can check the card

read by observing the lighting of the contactless status lights - the

card is read when the confirmation tone is heard and all four lights

are lit steadily.

Page 79

Move/5000

User Guide

Screen Messages

During normal operation you may come across a number of screen messages.

Some indicate an error, whereas others offer information. Below is a list of some

of the messages that you may see on your terminal.

BAD MAC

The security password is mismatched between the

terminal and the acquirer, please contact the

terminal Helpdesk.

CALL AUTH CENTRE

The transaction has been referred, call the

authorisation centre on the number provided on the

screen or printed on the receipt.

CANCELLED

The terminal is displaying confirmation that you

have cancelled the transaction.

DECLINED

The card, card issuer or acquirer has declined to

authorise the transaction, you should ask for

another means of payment.

BAD READ

The inserted card could not be read, check

orientation of the card and try again.

BAD SWIPE

The swiped card could not be read, check

orientation of the card and try again.

NOT ACCEPTED

The card presented is not configured for the

selected transaction type, you should ask for

another means of payment.

PROCESSING ERROR

The selected operation is not allowed for the card

presented, or the card is faulty. You should ask for

another means of payment.

OPERATION NOT

ALLOWED

The selected operation has been disabled, is not

allowed for the card presented, or the card is faulty.

You should ask for another means of payment.

INVALID

TRANSACTION

The selected transaction type (e.g. Cashback) may

not be active on your merchant account; you should

contact your acquirer.

Page 80

Move/5000

User Guide

INVALID CARD

The card presented is of a type that is not

supported, or is damaged and could not be read,

you should ask for another means of payment.

EXPIRED CARD

The card presented is expired, you should ask for

another means of payment. If the card is in date

check the date and time on the terminal.

PREVALID CARD

The card presented is not yet valid, you should ask

for another means of payment. If the card is in date

check the date and time on the terminal.

SORRY FOR DELAY…

RETRYING

The terminal is unable to contact the acquirer due

to a communications error. The terminal will make

three dial attempts; if all three attempts should fail

the transaction will be referred. For mobile

terminals you should check the mobile network, for

Bluetooth terminals you should check the

telephone line or LAN; contacting the terminal

Helpdesk if the problem persists.

PRESS ENTER

TO RETRY

PRESS ENTER

TO RETRY

(continued)

The first two dial attempts have failed, resolve the

issue (e.g. ensure that the telephone line is not in

use) and press enter to continue for the third and

final dial attempt. For mobile terminals you should

check the mobile network, for Bluetooth terminals

you should check the telephone line or LAN;

contacting the terminal Helpdesk if the problem

persists.

CANNOT CALL HOST

CHECK PHONE LINE

The terminal is unable to contact the acquirer due

to a communications error after three dial attempts.

For mobile terminals you should check the mobile

network, for Bluetooth terminals you should check

the telephone line or LAN; contacting the terminal

Helpdesk if the problem persists.

MEMORY xx% FULL

DO Z BALANCE

The terminal’s memory is becoming full and needs

to be cleared. Do a Z Balance to clear the

transaction log. Warning will only show when 90%

full or more. You should perform the Z Balance at

the end of every trading day. If the problem persists

after a successful Z Balance, please contact the

terminal Helpdesk.

Page 81

Move/5000

User Guide

Below is a list of the messages that you may see on the display of your terminal

that specifically relate to contactless transactions.

APPROVED

The contactless transaction has been approved.

UNSUPPORTED CARD

The contactless card type is not enabled by the

acquirer.

NOT AUTHORISED

The card, card issuer or acquirer has declined to

authorise the transaction, you should ask for

another means of payment.

TRY AGAIN

The card was removed too soon and the card read

has failed. The cardholder should re-present the

card. They should not remove the card until

prompted to do so.

PLEASE PRESENT

ONLY ONE CARD

The card was presented with another contactless

card and the card read has failed. The cardholder

should re-present the card ensuring that it is the

only card presented.

INSERT OR SWIPE

CARD

The card requires a further security check. The

transaction must be completed with cardholder

verification (PIN entry or Signature as appropriate).

LOADING TPASS

PARAMETERS…

The integrated contactless reader is being updated.

This message is displayed during start up, and after

your terminal has performed a maintenance call.

Please wait a few seconds for the idle screen to be

displayed before starting a transaction.

Page 82

Move/5000

User Guide

Diagnostic Codes

You may see diagnostic (DIAG) codes at the bottom of transaction receipts and

reports. Some indicate an error while others offer information. More than one

diagnostic code may be printed. For example DIAG 828282 would indicate three

communication failure attempts during a transaction.

10 or 17

GPRS or IP connection error.

Retry transaction. If the problem persists check the mobile

network (mobile terminals) or LAN (Bluetooth terminals),

and contact the terminal Helpdesk quoting the diagnostic

code.

15

Unexpected response after dialling.

Check the telephone line; if a prefix is required to obtain an

outside line refer to the section entitled “Supervisor

functions” to programme this into the terminal. If the

problem persists contact the terminal Helpdesk quoting the

diagnostic code.

22

No dial tone.

Check the telephone line and retry the transaction. If the

problem persists contact the terminal Helpdesk quoting the

diagnostic code.

31

Line busy.

Check the telephone line is not in use and retry the

transaction. If the problem persists contact the terminal

Helpdesk quoting the diagnostic code.

41 or 44

Call connected but received an End of Transmission

response.

The acquirer maybe busy or there was a communication

error. Retry transaction. If the problem persists contact the

terminal Helpdesk quoting the diagnostic code.

49

Invalid message contents.

The selected transaction type (e.g. Cashback) may not be

active on your merchant account; you should contact your

acquirer. If the problem persists contact the terminal

Helpdesk quoting the diagnostic code.

52

Offline or Forced Transaction.

This is not an error and is for information only.

Page 83

Move/5000

User Guide

53

Offline store is full.

You should attempt an online transaction. If the problem

persists check the mobile network (mobile terminals),

telephone line or LAN (Bluetooth terminals), and contact the

terminal Helpdesk quoting the full diagnostic code.

61

PIN Bypass attempted.

This is not an error and is for information only.

62

PIN tries exceeded.

This is not an error and is for information only.

70xx

Error in transaction security.

Normally indicates that the MAC code is invalid, contact the

terminal Helpdesk quoting the full diagnostic code.

72

Merchant has indicated an invalid signature.

This is not an error and is for information only.

73

Terminal and host totals do not agree.

Do a Banking report and contact the acquirer if advised to

do so. If the problem persists, contact the terminal Helpdesk

quoting the diagnostic code.

76

Terminal completed online reconciliation.

This is not an error and is for information only.

82

Modem or communications error.

Retry transaction. If the problem persists check the mobile

network (mobile terminals), telephone line or LAN

(Bluetooth terminals), and contact the terminal Helpdesk

quoting the diagnostic code.

93

Transaction cancelled by the operator.

This is not an error and is for information only.

98

Bad on TMS call. Contact the terminal Helpdesk

Page 84

Move/5000

User Guide

Menu Structure

MAILORDER

REFUND

SALE

CASH

END OF DAY

BANKING

SALE

X BALANCE

Z BALANCE (!)

REPORTS

STORED

REFUND

AUTH

SALE

DELETE ACQ

MAC RESET

SUPERVISOR

TMS RESET

PRINT CONF

CHANGE PWD

REVERSAL

PASSWORD

PREAUTH

CONFIG

PRINT EMV

HOTEL

COMPLTE

LOGON

PRINT CERTS

SHORT CUT

CONTACTLESS

PSTN PREFIX

FORCE TRANS

TIPS

PINPAD

GSM N/W TEST

MAILORDER

OP MODE

EPOS INTERF

SEL GSM N/W

ACC VERIFY†

REFUND

CALL TMS

BLUETOOTH

CASH

INTL

WI-FI SETUP

DUPLICATE

SALE

SALETYPE

TERM

PARAM

TAXFREE

UPGRADE

TRURATING

CONTACT HOST

DATE TIME

PRINT CONF

BACKLIGHT

AUTO-OFF

RELEASE

† if the ACC VERIFY option is not shown in the menu on your terminal then the

Account Verification functionality is not available to you.

Page 85

Move/5000

User Guide

Recommendations

Safety

Powering down the Move/5000

• Disconnect the Move/5000 power supply block adapter from the electrical

mains network

Lithium cell

• The Move/5000 is fitted with an internal lithium cell which can only be

accessed by a qualified technician

Electrical power outlet

• The electrical power outlet must meet the following criteria:

• Must be installed near the equipment and easily accessible

• Must meet the standards and regulation in the country where used

• For type G plug the fuse rating must be 5A

Explosion areas

• Certain regulations restrict the use of radio equipment in chemical plants,

fuel depots and any site where blasting is carried out. You are urged to

comply with these regulations. The terminal shall be protected by a

specially fitted and certified cover enabling use in proximity to a fuel

pump.

Electronic health appliances

• The handset is a radio transmitter which may interfere with health

appliances, such as hearing aids, pacemaker, hospital equipment, etc.

• Your doctor or the equipment manufacturer will be able to provide you

with appropriate advice.

External connection

• All external circuits connected to the Move3500 must be SELV (Safety

Extra Low Voltage) and LPS (limited power source) within the meaning of

section 2.2 and 2.5 of the standard IEC60950- 1:2005+/A1:2010 and

EN60950-1:2006+/A11:2009+/A1:2010+/ A12:2011

. Cleaning

• To clean the terminal, use a soft cloth slightly moistened with water. Do

not clean the electrical connections; do not use solvents, detergents or

abrasive products.

Page 86

Move/5000

User Guide

The power supply contains the following symbols:

.

Double insulation symbol

Marking for Class II product. Such product does not require a safety connection to

electrical earth

DC current output

This marking indicates that your terminal is suitable for direct current (DC) only. It is

completed by afferent values (voltage,

and max current)

AC current input

This marking indicates that the product operates with an alternating current (AC)

source (mains). It is completed by afferent values (voltage, frequency, max current)

DC power jack polarity

Output plug is Positive

(+) and the barrel (ring) of the output plug is Negative (

-

)

Indoor use only

Energy star level 6

International efficiency marking protocol

Environment (WEEE, batteries and packaging)

This product is labelled in accordance with European Directives 2001/01/19

concerning Waste Electrical and Electronic Equipment (WEEE) and 2001/01/19

concerning Batteries and Accumulators. Those provisions are requiring producers

and manufacturers to become liable for take-back, treatment and recycling upon

end of life of equipment and batteries.

The associated symbol means that WEEE and waste batteries must

not be thrown away but collected separately and recycled.

Ingenico ensures that efficient collection and recycling schemes are set-up for

WEEE and batteries according to the local regulation of your country. Please

contact your retailers for more detailed information about the compliance solution

in place for disposing of your old product and used batteries.

Packaging waste must also be collected separately to assure a proper disposal

and recycling.

Please note that proper recycling of the electrical and electronic equipment and

waste batteries will ensure safety of human health and environment.

Page 87

Move/5000

User Guide

Security of the terminal

This device fulfils current applicable PCI PTS security requirements. Upon receipt

of the terminal you should check for signs of tampering of the equipment. It is

strongly advised that these checks are performed regularly after receipt. Check,

for example: that the keypad is firmly in place; that there is no evidence of unusual

wires that have been connected to any ports on the terminal or associated

equipment, the chip card reader or any other part of the terminal. Such checks

would provide warning of any unauthorised modifications to the terminal, and

other suspicious behaviour of individuals that have access to your terminal. The

terminal detects any “tampered state”. In this state the terminal will repeatedly

flash the message ”Irruption!” and further use of the terminal will not be possible.

If the “Irruption!” message is observed, contact the terminal helpdesk

immediately.

It is strongly advised that privileged access to the terminal is only granted to staff

that have been independently verified as being trustworthy.

The terminal must never be put in or left at a location where it could be stolen or

replaced by another device.

Page 88

Move/5000

User Guide

Fixed installation

If the device is to be used in a situation where it is not possible for the cardholder

to pick up and shield their PIN entry themselves, the device may be used without

PIN shield, but it must be installed in the following manner:

 The device must be angled at 45 or more, so that oversight of the PIN entry from

the rear of the device is not possible.

 The device must either be fitted in a swivel stand, so that the customer can

position the device in the best angle to prevent oversight or the device must be

fixed in the best possible position to prevent oversight if such a generic position

exists in the specific environment to which the device is installed.

 The device environment must be accompanied with conspicuous notices and

educational material which informs the customer to shield their PIN during PIN

entry.

 The device must be deployed so that oversight from other customers, either in

different payment lanes, or in other areas of the shopping environment, is

prevented. This may be achieved through the placement of the lanes and device,

so that the customer is automatically positioned between the device keypad and

other customers. Alternatively, it may be achieved by the environment in which

the device is installed, so that the checkout itself shields the PIN entry process.

 The terminal is exclusively made for indoor use.If the above conditions are not

fulfilled, a PIN shield must be used.

 Positioning of the terminal on check stand must be in such a way to make

cardholder PIN (Personal Identification Number) spying infeasible.

 Installing device on an adjustable stand must be in such a way that consumers

can swivel the terminal sideways and / or tilt it forwards / backwards to a position

that makes visual observation of the PIN-entry process difficult.

 Positioning of in-store security cameras must be such a way that the PIN-entry

keypad is not visible.

Page 89

Move/5000

User Guide

Standards

CE Mark

The CE marking indicates Move/5000 complies with the requirements of

European Directive 1999/5/EC of 9 March 1999 on Radio and

Telecommunications Terminal Equipment for:

• The protection of the health and the safety of the user and any other

person.

• The protection requirements with respect to electromagnetic

compatibility.

EU Directives

According to harmonised EU standards

Product Product Type Standards Issue date

1999/5/EC

(R&TTE Directive)

Move 5000

All product type EN 60950-1

2006

2009 (A11)

2010 (A1)

2011

(A12)

Contactless

EN 302 291-1/2

EN301 489-1

EN 301 489-3

EN 50357

EN 50364

2005

2008

2002

2001

GSM/GPRS/ UMTS

EN 301 489-1

EN 301 489-7

EN 301 489-24

EN 301 511

EN 301 908-1

EN 62 311

2008

2005

2007

2003

2010

2008

2001/01/19

(RoHS Directive)

All product type EN 50581 2012

Page 90

Move/5000

User Guide

DIV

434810

B

This User Guide (x053) relates to terminal software APACS40 97.12.01

Whilst every effort has been made to ensure that the content of this document is accurate, Ingenico will not

accept responsibility for any loss, damage or injury that may be incurred as a result of any such errors or

inaccuracies. The product is varied to suit acquirer’s requirements and as such some features may vary or

be disabled, this document should be accepted as a guide only to the use of the product.

In an effort for continued improvements in design and quality; products, features and information regarding

the setting up, installation and use of all Ingenico products is subject to change without prior notice.