If you have a Move Terminal Transaction Referral Error this means every transaction that you take is producing a referral. Find out why below.
Mobile terminals require a good mobile network signal in order to operate, so 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 terminal screen then you should check that the SIM is installed correctly. 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. If the problem persists you should contact the terminal Helpdesk.
However, if there is a problem with the telephone line or internet connection you should contact your telecommunications supplier.
You can find your terminal helpdesk details below if you require further assistance on your Move Terminal Transaction Referral Error. To find more articles about your Move terminal, click here for Move 3500 and here for Move 5000.
What should you 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.
What does it mean if your 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.
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.
Note: 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.
1. Select Hotel from the menu, then pre-auth.
2. Insert or Swipe card screen is displayed.
3. Enter the amount and press green key.
4. Terminal will check the card.
5. Cardholder enter the PIN code and press the green key.
6. Terminal will connect to the host via the mobile network.
7. Pre-Auth is accepted by the acquirer.
8. Terminal will print the merchant receipt.
9. Remove card.
10. Terminal will print customer receipt, then return to the ready screen.
1. Select “Complete” from the transaction menu.
2. Insert / Swipe card screen is displayed, start keying in the card number if you are looking to perform customer not present transaction.
3. Enter the final amount.
4. Key in sum of all preauths taken to date for this card.
5. Terminal will request the first pre-auth code to be entered.
6. Customer will be prompt for PIN entry.
7. The terminal displays approved/declined message.
8. Terminal will print the merchant receipt.
9. Remove card.
10. Terminal will print the customer receipt.
1. From the idle screen press the green key once and select Mailorder.
2. Select Sale and press green key.
3. Key in the customer’s card number and press green key.
4. Key in the expiry date in MMYY format (1217 for December 2017).
5. Enter three digit code at the back of the card Please note for AMEX four digits are required.
6. 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.
7. 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.
8. 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.
9. 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.
10. Tear off the merchant copy and press the green key.
Follow the instructions below to perform a Move Customer Not Present (CNP) transaction. This can be performed on your Ingenico Move 3500 or Move 5000 terminal. The CNP transaction is performed when a payment is taken without face to face customer interaction, however, if this is something your business is consistently doing we recommend you use a Virtual Terminal.
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.
Note: 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.
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.
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.
Note: You must ensure that this option is enabled on your acquirers Merchant Account.
Gratuity mode would commonly be used within the leisure industry in order 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. 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.
Follow the steps below to conduct a Move 3500/5000 Swipe Sale.
1. Select SALE from the transaction menu.
2. Insert / Swipe / Present screen is shown.
3. The SALE menu screen will be displayed.
4. Enter the sale amount and press green key.
5. Terminal will contact the acquirer.
6. Auth code is returned by the acquirer.
7. Terminal will print the merchant receipt. Tear this off and ask the cardholder to sign it.
8. If signature is a match press the green key.
9. Terminal will print the customer receipt.
Your terminal will automatically pick-up a best available network, however if required you can manually select network in order for terminal always connect to selected provider.
To enable the manual mode please go to supervisor menu, enter your password and select “Config”. In the config menu press menu key and choose “SEL GSM N/W01/01/19
Please note following format is used: <Provider name> <Network status>
Possible network status options are:
Select a network by using up / down arrows and confirm by pressing the green key.
The terminal will remain in the manual mode until you have selected “Automatic” mode.
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.
Note: Icons displayed on your terminal display depend on your terminal type.
Note: Date and time formats can be changed to suit your preference. Please call the helpdesk for further information.
Your terminal might be 2G, 3G or combined 2G/3G capable
Before connection, the mobile network status is represented by:
Bluetooth Terminal (IP/PSTN)
Please note: Some terminals might have multiple comms capability; therefore you might see a combination of various comms icons on the display.