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
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.

The contactless option will only become active when the transaction amount is under the contactless limit (e.g. £100.00).
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.

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.

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.

The card has been locked after too many failed PIN entry attempts. It may be possible to perform a PIN Bypass. The customer should contact their card issuer to change their PIN, or if they do know it they can unlock it at any ATM.

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.

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.

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.

Note: 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 the 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.

Note: If your terminal is lost or stolen you should contact the terminal Helpdesk immediately.

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.

1. During the transaction, you will be prompted that the code needs to be changed, press any key to continue.

2. Enter a new code and press the green key.

3. 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.

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 shows a summary of the Supervisor functions and how to access them, and what they do.

Note: Some Supervisor functions MUST only be used when instructed to do so by the terminal Helpdesk.

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 codes 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 call to the Terminal Management System (TMS). Do not use this feature unless instructed to do so by the terminal Helpdesk.

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.

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 the 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.

Note: 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.

To access the Config 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, and choose CONFIG.

Below is a summary of the functions within the Config menu and how to access them, and what they do.

Note: 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 (PSTN) 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.

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.

Note: 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.

 

The terminal can produce a number of 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

Note: 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:

Note: Always check that your paper roll is not about to run out, before doing any reports.

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 of End of Day Report 

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.

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.

Note: 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.

To perform banking report please follow the instructions below.

1. To perform a Banking report for ALL acquirers press the green key twice, then choose REPORTS.

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

3. 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.

4. The terminal will contact the acquirer and display confirmation screen followed by the banking printout.

Note: 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.

Example Banking Report (Acquirer 1)

 

Example Banking Report Continued (Acquirer 2)

Note: 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.

Example Banking Report Continued (Acquirer 3)

Note: 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.

X Balance Reports

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.

Note: 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 the green key, choose X BALANCE and press the green key.

The X Balance report is exactly the same as the Z Balance excepting the totals are not reset.

Example X Balance report

Please refer to the following section entitled Z balance report for more details on the contents of the X Balances report.

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.

Note: 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.

Note: 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.

Example of Z Balance Report (Totals and Breakdown by Issuer) 

Example Z Balance Report continued (Breakdown by Waiter and Transaction Log)

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.

Note: 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.

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

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).

 

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