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. *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. 6 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 3 G 13:37 3 G 13:37 3 G 13:37 vodafone UK 03/10/2018 vodafone UK 03/10/2018 vodafone UK 03/10/2018 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 A 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 13:37 13:37 03/10/2018 03/10/2018 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 13:37 13:37 13:37 03/10/2018 03/10/2018 03/10/2018 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 13:37 13:37 13:37 03/10/2018 03/10/2018 03/10/2018 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.