Full User Guide: Barclaycard Flex Terminal

Full user guide Barclaycard Flex Terminal Useful numbers (call charges apply) Customer services: 0844 967 2808* Authorisation: 0844 822 2000*/0844 824 5092* Chargebacks: 0844 755 0094* American Express: 0800 032 7216 Diners: 0845 850 0195

Supplies for your card machine You can buy supplies, including till rolls and in-car chargers, directly from our approved supplier, PDQ Consumables.

Contact them by (call charges apply) Telephone: 0844 822 2044* Fax: 0844 822 2031* Web: pdqconsumables.com (to order online)

*Calls will cost no more than 7p per minute plus your phone company’s access charge (current at August 2018). Calls may be monitored or recorded in order to maintain high levels of security and quality of service. Contents

4 Essentials 27 Refunds • Keeping your business safe • Receiving your money 29 End-of-day banking • Need to know more? • Best practice 31 Printing a transaction log 6 Before you do anything 33 Changing the till roll 8 Barclaycard Flex Terminal at a glance 35 Problems using your card terminal? • Common prompts 10 Getting started • Troubleshooting and more help

12 Installing Barclaycard Flex Terminal 37 Important info • Important safety information from Ingenico Ltd. 19 Taking payments and best practice • Chip and PIN • Contactless • Magnetic stripe • Mail order and telephone 4

Essentials Keeping your business safe Taking card payments means that you’ll be handling personal Make sure you know who has your card machine data from your customers, so you’ll need to make sure that at all times you keep their details secure. You may have heard about the Fraudsters can sometimes target card machines in order to Payment Card Industry Data Security Standard (PCI DSS), gather card data and have even posed as service engineers which helps to make sure that anyone handling card payments in order to gain access. The easiest way to keep yourself safe does so securely. We’ll write to you again in two to three weeks is to make sure that you always know who has your card with more information, but for now there are a few simple machine and what they’re using it for. things you can do to help look after your business. Keep your imprinter safe Keep your receipts locked away If you have a manual imprinter in your box as a backup, then Your card machine will print a ‘merchant copy’ receipt with lock this away somewhere safe, as it can also be used to take a card number on it, which must be kept secure. You’ll need card payments. to make sure you lock away all receipts and keep them somewhere safe. If you’d like to know more about data security, please visit barclaycard.co.uk/pcidss 5

Receiving your money At the end of each day you should do an ‘end-of-day banking Caring for your card machine process’, as described on page 29. This will allow you to Please keep liquids away from your card machines and use confirm that all of the payments you’ve taken have been thermal wipes to care for them. These can be ordered by submitted to us for settlement. The money will then be paid contacting our preferred supplier, PDQ Consumables, into your chosen bank account according to the schedule on 0844 822 2044* or at pdqconsumables.com agreed when you signed up. It’s important to keep your card machine connected Need to know more? at all times (even at night) For more information on this and other aspects of That’s because we sometimes use these periods to update taking payments, please make sure you read our procedure important security changes. This will help keep your business secure and make sure your terminal stays compliant. It also guide, which you’ll find at barclaycard.co.uk/business/tips means your card machines can continue to work and you’re able to trade as normal – so it’s important you do this. Best practice Battery maintenance Your card machine handset contains a lithium ion battery that requires you to place the handset on the base unit for recharging. There’s no need to fully run down the battery in your card machine, as the battery has been designed to recharge only as much as it needs to. Recharging can take up to 16 hours.

Before you do anything

In the box, you should have found:

1) Your terminal base unit. 2) Your terminal card machine 3) A power lead. with SIM included. 7

4) An IP cable. 5) A spare till roll. 6) Your card pack.

7) A PIN training card. 8

Barclaycard Flex Terminal at a glance

The keys you’ll need to know Icons you’ll see Stylus Menu – gives you access to You’ll see these at the bottom of the You’ll find a stylus on the underside of additional terminal functions. terminal display. You can either tap them your terminal. You can use this or your Cancels any procedure in progress. on screen or press the corresponding fingers when using the touchscreen. Clears the last character you typed. button on the keypad. Validates input and information – ‘Ok’ – confirms or submits data for and switches your terminal on. verification or selects a highlighted item Paper feed – press and hold. from a menu. ‘Cancel’ – deletes all data or, when On – press the button. prompted, cancels a transaction. Off – with the terminal off the base, press and hold the and the ‘Clear’ – deletes one character buttons at the same time for at a time or confirms errors during one second. a transaction. 9

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Symbols at the top of the screen – the signal strength of your – shows how strong your Wi-Fi – network connection through network connection. connection is. your IP cable. – the battery icon indicates your – this shows your terminal is – shows whether your terminal card machine’s level of charge. charging. is connected by Bluetooth to the base.

If any of the symbols are white or orange, this means there are connectivity problems. Check your connections or contact the helpdesk if the problem continues.

If the symbols are green, this means you have full connection. 10

Getting started

1) First, open the clip at the back of the 2) The thin end of the power cable goes 3) Insert the IP cable into the socket at terminal base, and remove the cover. into point A. Plug the other end into the back of the base. The other end the mains and replace the cover. goes into your router socket. 11

4hrs

4) Lay the terminal on top of the base Once you’ve started your terminal you and it’ll automatically come to life – if it need to let it charge for up to four hours. doesn’t, press the button and the You can install the terminal and use it screen should light up. to take payments while it’s on the base unit. 12

Installing Barclaycard Flex Terminal

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1) When your card machine has 2) Choose the region you’re in. Don’t 3) Once the region has been selected, powered up you will see a worry about dealing with customers the terminal will begin connecting welcome screen. from other locations – your terminal to Bluetooth. will work just the same. Tap at the bottom of the If you choose the wrong region, touchscreen or press the button just tap the ‘skip’, ‘no’ and ‘cancel’ on the keypad. Don’t forget you can prompts until you’re back at the use the stylus that you’ll find on the ‘Select Region’ screen. underside of your terminal.

Your Barclaycard Flex Terminal can be installed via Bluetooth, Wi-Fi and mobile connection. We’d recommend you set up with all three – that way, your terminal will always stay connected. 13

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4) Your network cable should already be 5) To set up Wi-Fi, tap . If you 6) If you connect to Wi-Fi, you’ll plugged in, so tap . don’t want to connect your terminal see the above connection method screen. When you see Bluetooth is now installed and the via Wi-Fi, you can tap to skip this, select ‘Automatic Scan’. and symbols at the top of the this step. screen will go green. If you do not wish to connect via Bluetooth (IP), tap . 14

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7) For a couple of moments, your 8) Select ‘Personal Security’ 9) A qwerty keyboard will appear terminal will tell you it’s scanning. and tap . on your screen. Enter your Wi-Fi It’ll then show you all the networks password, then press button. it’s detected. Choose the one you want to use and tap .

If you ever need to type letters or numbers into your terminal, a virtual keyboard will appear on the screen. If you need to switch from upper case to lower case, use the ‘Shift’ button (like you would on your phone). And if you need any special characters, tap the ‘Sym’ button. 15

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10) When you see ‘New profile setup’, 11) When the terminal is connected, 12) Your terminal will automatically tap . you’ll see a ‘System’ screen that search and create a mobile confirms successful connection to connection. If this is not found, your chosen Wi-Fi path. you will be prompted to set this up manually. If your terminal hasn’t automatically detected a signal, tap . Now your terminal will search for a mobile signal – this may take a few moments. If you do not wish to connect via mobile, tap . 16

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13) When a GPRS signal is found, 14) When the terminal says that it 15) You’ll be prompted to enter your tap . has been successfully configured, merchant number. tap . It’s on the sticker on the side of You’ll then see a ‘Connecting to your terminal. Tap it in and tap . GEMS’ message. This is nothing to The terminal will now go through worry about – the terminal is just some configuration downloads. connecting to our internal system. Once the connection is made, the terminal will say it’s disconnecting. You don’t need to do anything, it’s just disconnecting from our internal systems. 17

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Reboot In progress

16) You’ll then need to enter the 17) Now you’ll see this screen. Don’t 18) Your terminal will ask you to set current date and time using do anything – your terminal is just up your four-digit supervisor code. the terminal keypad. setting itself up and rebooting. This is the four-digit code needed to authorise certain actions on The screen will then go black. your terminal, such as refunds. This should be set by whoever’s in charge. When you have entered the code, tap . You’ll be asked to confirm, so type in the code again and tap . Your supervisor code can’t be any four sequential digits, e.g. 1234, 4567, etc, or four digits that are the same, e.g. 1111, 3333, etc. 18

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19) You’ll then see a Supervisor Code 20) When connection is made with 21) That’s it – you’re good to go. Successfully Set message. Tap . GEMS, an ‘Installation Successful’ receipt will print off. If it shows any card types not accepted, then please contact the helpdesk. 19 Taking payments Chip and PIN

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1) At the ‘ready’ prompt, key in 2) Ask your customer to insert their 3) Ask your customer to enter their the amount. card into the card reader with the chip PIN and confirm by pressing the facing up. button. Press the button. If you make a mistake, press the button and re-enter the correct amount. 20

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4) Follow the instructions on screen and your card machine will print two receipts: one for you to give to your customer, labelled ‘cardholder copy’, and a second for you to keep for your records, labelled ‘merchant copy’. 21

Contactless

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1) At the ‘ready’ prompt, key in 2) The cardholder should hold their 3) Your card machine will bleep to the amount. card or contactless payment device acknowledge the transaction, against the contactless symbol at the and the row of LED lights will flash. Press the button. top of the card machine. If the transaction has gone through, If you make a mistake, press the If the transaction is above the the screen will show ‘approved’ and button and re-enter the contactless payment limit, your your card machine will print a receipt. correct amount. cardholder will need to use Chip and PIN instead. If the card is removed too quickly, a message will appear on the display and the cardholder will be asked to present the card again. 22

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4) Your card machine will only print a 5) If the cardholder requests a receipt, merchant receipt. at the ‘ready’ prompt press the

button and a customer receipt will Follow your card machine prompts be printed. If any other button has to complete the transaction. been pressed, then a customer receipt will not print.

Your terminal can take contactless High Value Payments (HVP) These are contactless payments made for amounts above the limit set for contactless cards (e.g. £30). They’re protected by the cardholder verifying their identity through their smartphone. 23

Magnetic stripe

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1) At the ‘ready’ prompt, key in 2) Swipe the customer’s card, with 3) When prompted, tear off the the amount. the magnetic stripe inserted into merchant receipt and get the and facing the card machine. cardholder’s signature. Press the button. If you make a mistake, press the button and re-enter the correct amount.

Chip and PIN should be used whenever possible, as it’s the most secure way to take a payment, but some cards don’t have a chip. These cards include some foreign-issued cards, notably many of those issued in the US. These need to be put through as magnetic stripe payments. 24

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4) Check the signature. If the signature doesn’t match the one on the back of the card, refuse the card. Press the button, which will cancel the transaction, and ask for a different form of payment. If you’re happy that the signatures match, press the button to continue. Follow your card machine prompts to complete the transaction. 25

Mail order and telephone

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1) Press the ‘Menu’ button, then scroll 2) Enter the sale amount and press the 3) Enter the customer’s card number down to ‘CNP’. Press the button. button. and press the button. Select ‘Sale’ and press again. If you make a mistake, press the Enter the expiry date, security code, button and re-enter the numbers from the customer’s correct amount. postcode and numbers from their address, pressing when prompted to.

Taking payments when the customer isn’t with you can increase the chances of a fraudulent transaction. Reduce the risks by reading the advice on barclaycard.co.uk/business/retrievals 26

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4) When the transaction’s successful, 5) Your terminal will now print out the press the button. customer receipt – tear this off and give it to your customer. Press the button. The terminal will then print out your merchant receipt. Tear this off and press the button.

If the payment is authorised, then you know there are sufficient funds on the card. Your card machine will show you an ‘auth code’ and security message. The security message will let you know how much of the data that you’ve entered matches what was expected. It’s your choice whether to accept the transaction or decline it if you aren’t happy with the cardholder’s identity. 27

Refunds

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1) To process a Customer Present 2) Key in the amount of refund, and then 3) If you are processing a CP refund, (CP) refund, press the ‘Menu’ button, press the button. insert, swipe or tap the customer’s select ‘Refund’ and press . card on your card machine. Your card machine will check the card. To process a Customer Not Present (CNP) refund, press the ‘Menu’ button, select ‘CNP’ and press . Then select ‘Refund’ and press .

• Refunds should only be made onto the card used for the original purchase • Cash refunds should never be given on a credit card transaction, as fraudsters may use this as a way to get cash from a card • Refunding only part of the amount (for example, if only one of several items is being returned) is fine • If the transaction value is below the contactless limit, your card machine will give you the option to do a contactless refund 28

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4) If you’re processing a CNP 5) Enter your supervisor code and press 6) Your card machine will then connect transaction, enter the card number, the button. You’ll have set your to Barclaycard, process the refund expiry date and security code, supervisor code when you installed and print a receipt. pressing when prompted to. your card machine. Follow the instructions on screen to complete the transaction, pressing when prompted to.

If you need to reset your supervisor code, please give us a call on 0844 967 2808* and we’ll talk you through it. 29

End-of-day banking

End-of-day banking must be carried out after each day of trading to ensure

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1) At the ‘ready’ prompt, press the 2) Enter your supervisor code and button until the system menu is tap .

displayed. Select ‘Totals’ and tap then select ‘End-of-Day Banking’ and tap .

Your terminal can also give you other totals to help with your banking: • Z – totals balance – that day’s total transactions with a reset • X – totals balance – that day’s total transactions without a reset • Waiters’ totals – a summary of gratuities by waiting staff member To get these, press the button until the system menu is displayed. Highlight the ‘Totals’ option and tap . Choose the ‘totals’ you need and tap . Follow the onscreen prompt to complete your totals. 30

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3) The card machine will display 4) Your card machine will now give 5) Once all the reports have been ‘End-of-day banking?’. you two options. printed, the terminal will prompt you to tear off the totals. If gratuity is Tap to proceed. • Bank all by tapping enabled, the terminal will prompt you • Bank by each acquirer separately to see if you would like to print the by tapping . If you choose to waiter totals. bank by each acquirer (e.g. Amex, Barclaycard), you’ll need to select ‘yes’ or ‘no’ as required, and the terminal will dial out to each acquirer and print each report 31

Printing a transaction log

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1) At the ‘ready’ prompt, press 2) Your card machine will prompt 3) Enter your supervisor code and the button until the system you to enter a function code. tap . menu is displayed. Key in ‘16’ and tap . Highlight the ‘Select Function’ field and tap .

Your card machine can give you information about transactions that you’ve put through recently. Printing a transaction log will list whether recent transactions have been completed (‘SALE’), cancelled by you (‘CANCELLED’) or declined by the card issuer (‘DECLINED’). 32

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4) Your card machine will display 5) If you need to, repeat the steps as an acquirer (e.g. Barclaycard, Amex). required to print a transaction log for other acquirers. To print a transaction log for this acquirer, tap . Your card machine will automatically return to the ‘ready’ prompt. Otherwise, tap to display the next acquirer. Once you’ve selected an acquirer, your card machine will print a report showing the last 20 transactions.

The ‘continue’ prompt may be displayed up to four times to produce a log of up to 100 transactions. 33

Changing the till roll

1) Hold your card machine securely in 2) Peel away the end of the new roll. 3) Holding the free end of the paper and one hand. With the other hand, use Leaving the end free, hold the till your card machine, close the printer two fingers to lift and release the roll and carefully place it into the cover carefully and push firmly until printer cover. Take out the old plastic printer compartment. it locks. till roll tube. 34

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4) While your card machine is Only paper rolls that are 57mm wide displaying the ‘ready’ screen, press and 40mm in diameter can be used in and hold the button to ensure your card machine. Attempting to fit that the paper feeds correctly. rolls of a different size may damage your card machine.

You can order additional till rolls from our approved supplier, PDQ Consumables, on 0844 822 2044* or at pdqconsumables.com

Problems using your card machine?

Card machine display prompt Possible causes What to do

CALL AUTH CENTRE Assistance required. Call the authorisation centre on the number displayed by your 0844 822 2000* card machine. Once you’ve spoken to the authorisation centre, 0844 824 5092* press the button and follow the prompts displayed by your card machine.

CALL HELPDESK Assistance required. Please contact your helpdesk on the number displayed by your 0844 967 2808* card machine.

NOT AUTHORISED The card issuer has declined to Ask the customer to pay by some other means and press authorise the transaction. the button.

REFERRAL B Assistance required. Call the authorisation centre on the number displayed by your 0844 824 5092* card machine. When your call is answered please quote referral B.

ROUTINE CHECK Occasionally the card will Process the card as a Chip and PIN transaction. Insert or swipe require an additional routine security check.

Unable to connect Possible loss of GPRS signal. Reboot the terminal by pressing and for one second while it’s on the base. If the terminal hasn’t come to life, press and the screen should light up. 36

Important safety instructions provided by the manufacturer, Ingenico Ltd.

Safety Electrical power outlet Powering down the Move/5000 The electrical power outlet must meet the following criteria: • Disconnect the Move/5000 power supply block adapter • must be installed near the equipment and easily accessible from the electrical mains network • must meet the standards and regulation in the country • Turn it off by simultaneously pressing the button and where used the button for one second • the fuse rating of this terminal must be 5A Lithium cell SAM1/SAM2/SIM1/(SAM3/SIM2) readers compartment • The Move/5000 is fitted with an internal lithium cell which • The back cover for battery and SAM/SIM readers located can only be accessed by a qualified technician underneath the terminal must be in place during the normal Battery operation of the terminal. See sections SAMs & SIMs as well as Installing the battery • The Move/5000 is fitted with a battery specifically designed for this terminal On airplanes • Only use appropriate chargers and batteries listed in the • Remove the battery from the terminal when on an airplane Ingenico catalogue • Non-compliance with these safety rules may result • Do not short-circuit the battery in legal action and/or a ban on later access to cellular • Do not attempt to open the battery container network services • Used batteries must be disposed of at the appropriate sites There is a risk of explosion if the battery is incorrectly inserted or placed in a fire. 37

Explosion areas • Certain regulations restrict the use of radio equipment in The power supply contains the following symbols: chemical plants, fuel depots and any site where blasting is Double insulation symbol carried out. You are urged to comply with these regulations. The terminal shall be protected by a specially fitted and Marking for Class II product. Such product does not certified cover enabling use in proximity to a fuel pump require a safety connection to electrical earth. Electronic health appliances DC current output • The handset is a radio transmitter which may interfere This marking indicates that your terminal is suitable with health appliances such as hearing aids, pacemakers, for direct current (DC) only. It is completed by hospital equipment, etc afferent values (voltage, and max current). • Your doctor or the equipment manufacturer will be able AC current input to provide you with appropriate advice This marking indicates that the product operates External connection with an alternating current (AC) source (mains). It is completed by afferent values (voltage, frequency, • All external circuits connected to the Move/5000 max current). must be SELV (Safety Extra Low Voltage) and LPS (limited power source) within the meaning of section – + DC power jack polarity 2.2 and 2.5 of the standard IEC60950-1:2005+/A1:2010 Output plug is positive (+) and the barrel (ring) and EN60950-1:2006+/A11:2009+/A1:2010+/ A12:2011 of the output plug is negative (-). Cleaning Indoor use only • To clean the terminal, use a soft cloth slightly moistened with water. Do not clean the electrical connections, and do VI Energy star level 6 not use solvents, detergents or abrasive products International efficiency marking protocol. 38

Important safety instructions provided by the manufacturer, Ingenico Ltd. (continued)

Environment (WEEE, batteries and packaging) Security of the terminal This product is labelled in accordance with European This device fulfils current applicable PCI PTS security Directives 2002/96/EC concerning Waste Electrical requirements. Upon receipt of the terminal you should check and Electronic Equipment (WEEE) and 2006/66/EC for signs of tampering of the equipment. It is strongly advised concerning Batteries and Accumulators. Those provisions that these checks are performed regularly after receipt. Check, are requiring producers and manufacturers to become for example, that the keypad is firmly in place and that there liable for take-back, treatment and recycling upon end of is no evidence of unusual wires that have been connected to life of equipment and batteries. any ports on the terminal or associated equipment, the chip The associated symbol means that WEEE and waste card reader or any other part of the terminal. Also ensure batteries must not be thrown away but collected that the chip card reader or any other part of the terminal separately and recycled. has not been modified. Such checks would provide warning of any unauthorised modifications to the terminal, and other Ingenico ensures that efficient collection and recycling suspicious behaviour of individuals that have access to your schemes are set up for WEEE and batteries according to the terminal. The terminal detects any ‘tampered state’. In this local regulation of your country. Please contact your retailers state the terminal will repeatedly flash the message ‘Alert for more detailed information about the compliance solution Irruption!’ and further use of the terminal will not be possible. in place for disposing of your old product and used batteries. If the ‘Alert Irruption!’ message is observed, contact the Packaging waste must also be collected separately to assure a terminal helpdesk immediately. proper disposal and recycling. It is strongly advised that privileged access to the terminal is Please note that proper recycling of the electrical and only granted to staff that have been independently verified as electronic equipment and waste batteries will ensure safety of being trustworthy. human health and environment. The terminal must never be put in or left at a location where it could be stolen or replaced by another device. Fixed installation Positioning of in-store security cameras must be in such a way If the device is to be used in a situation where it is not possible for that the PIN entry keypad is not visible. the cardholder to pick up and shield their PIN entry themselves, Never ask the customer to divulge their PIN code. Customers the device may be used without PIN shield, but it must be should be advised to ensure that they are not being overlooked installed in the following manner: when entering their PIN code. a) The device must be angled at 45 degrees or more, CE mark so that oversight of the PIN entry from the rear of the device is not possible. The CE marking indicates Move/5000 complies with the b) The device must either be fitted in a swivel stand, so that the requirements of European Directive 1999/5/EC of 9 March 1999 customer can position the device in the best angle to prevent on Radio and Telecommunications Terminal Equipment for: oversight, or the device must be fixed in the best possible • the protection of the health and the safety of the user and any position to prevent oversight if such a generic position exists other person in the specific environment to which the device is installed. • the protection requirements with respect to c) The device environment must be accompanied with electromagnetic compatibility conspicuous notices and educational material which informs the customer to shield their PIN during PIN entry. According to harmonised EU standards d) The device must be deployed so that oversight from other customers, either in different payment lanes, or in other EU directives areas of the shopping environment, is prevented. This may Product Product type Standards Issue date be achieved through the placement of the lanes and device, 2006 so that the customer is automatically positioned between the 2009 (A11) device keypad and other customers. Alternatively, it may be All product type EN 60950-1 2010 (A1) 2011 (A12) achieved by the environment in which the device is installed, EN 302 291-1/2 2005 so that the checkout itself shields the PIN entry process. EN301 489-1 2008 1999/5/EC Contactless EN 301 489-3 2002 e) The terminal is exclusively made for indoor use. (R and TTE EN 50357 2001 Directive) EN 50364 2001 If the above conditions are not fulfilled, a PIN shield must EN 301 489-1 2008 Move/5000 EN 301 489-7 2005 be used. GSM/GPRS/ EN 301 489-24 2007 UMTS EN 301 511 2003 Positioning of the terminal on checkstand must be in such a way EN 301 908-1 2010 to make cardholder PIN (Personal Identification Number) spying EN 62 311 2008 infeasible. Installing device on an adjustable stand must be in such a way that consumers can swivel the terminal sideways 2011/65/EU (RoHS Directive) All product type EN 50581 2012 and/or tilt it forwards/backwards to a position that makes visual observation of the PIN entry process difficult. Available in large print, Braille and audio format by calling 0800 161 5350 *Calls will cost no more than 7p per minute plus your phone company’s access charge (current at August 2018). Calls to 0800 numbers are free from UK landlines and personal mobiles, otherwise call charges may apply. Please check with your service provider. Calls may be monitored or recorded in order to maintain high levels of security and quality of service. Barclaycard is a trading name of Barclays Bank PLC and Barclaycard International Payments Limited. Barclays Bank PLC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register number: 122702). Registered in England No. 1026167. Registered Office: 1 Churchill Place, London E14 5HP. Barclaycard International Payments Limited, trading as Barclaycard, is regulated by the Central Bank of Ireland. Registered Number: 316541. Registered Office: One Molesworth Street, Dublin 2, Ireland, D02 RF29. Directors: Paul Adams (British), James Kelly, Mary Lambkin Coyle and Michael Reed (USA). Calls may be recorded for security and other purposes.