Verifone Terminal FAQs (version D413):

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1 Verifone Terminal FAQs (version D413): Processing Transactions: 1. Why can t I find the product that I want to sell? To view your products on your terminal: a. Enter your clerk ID b. Choose the product category 1 for Wireless pins, 3 for Top Ups or 5 for All products c. Scan the list for your product If you do not see your product in one of these lists, please download the latest version of your product menu by choosing (6) Admin then (5) DOWNLOAD PRODUCT If your product still does not appear in your menu, please close your batch report by following the process detailed under the Reports section below and attempt the menu download again. If your issue persists, please contact your agent or representative to verify your product list. 2. What does the message Invalid Clerk ID mean? This means that your terminal is configured in the prepaid system to verify the clerk ID that is used to process any system report or transaction. You must enter the correct ID or you will continue to encounter this error message. If you do not know your authorized clerk IDs, please contact your agent or representative. 3. Why does the terminal display Failed Comm when I attempt to process a transaction? The message Failed Comm can have several causes, some of which are listed below, but the primary issue is that you have lost or never obtained a connection to the prepaid processing system. This can happen for several reasons ranging from an issue with your phone line configuration to an issue with your terminal: Phone line configuration issues: o Digital phone lines many cable/telecommunications companies are offering great deals on digital/voip phone lines today. Even so it is advised that you do not use this type of phone line for your prepaid terminal. Prepaid airtime transactions processed via dial up terminals contain a vast amount of data and digital lines do not transmit the data in a clean, reliable manner. Therefore, it s critical that you use analog phone lines rather than digital lines otherwise you face the probable scenario where the majority of your transaction attempts are getting disconnected due to the nature of the digital line; these transactions are even more sensitive to the type of phone line than your credit card or ATM machines.

2 o Phone line splitters: if you are using more than one device that requires a phone line, it is strongly recommended that you do not use a splitter to split one phone jack between multiple phone lines (ie. hooking up a prepaid terminal, credit card machine, etc to one phone jack). This often introduces static or junk data into the phone line and can cause transactions to fail on your prepaid terminal. o Prefix required when dialing out: some locations require a prefix (such as an 8 or 9) to be dialed before dialing the destination phone number. If this is the case with your location, please see the section in this FAQ entitled My location requires an 8 or a 9 to dial out. How can I configure my terminal to support this setting? o Sharing the phone line with other devices: it is highly recommended that you do not share a phone line between your prepaid terminal and other devices. If the other device becomes active and accesses the phone line during a prepaid transaction, the transaction will fail. o Faulty, damaged, or loose phone cable: please make sure the phone cable that you are using is functioning well by plugging it into your phone and listening for a dial tone. If the dial tone is inconsistent or cannot be detected, please consider replacing your phone cable or otherwise verifying the connection of the cable to the phone jack. o Phone line cable plugged into incorrect port: as a means of eliminating one of the most obvious causes of error please make sure that the phone line is plugged into the terminal port that displays the phone icon. Each OMNI terminal that supports a dial up connection has a port for phone communications; this will display an icon that symbolizes a telephone. Terminal hardware issue if you have verified that your phone line configuration is setup correctly, it is possible that the modem in your terminal is defective. You can test another dial up modem in your location to determine if the modem is the issue. If the second, alternate terminal works fine, then there is likely an issue with the modem in the original terminal and it should be replaced. Terminal software issue if you have not processed your Batch Close report in quite a while (ie longer than one week), it is possible that your terminal s memory is near capacity and it cannot store additional transaction information. You can quickly resolve this by processing the Batch Close report see section in this sheet called How do I run the batch close report to clear my terminal s memory? 4. The transaction appears to complete successfully (no error displayed) and paper runs through the feeder but there is no ink on the receipt. What should I do? (paper is installed backwards or faulty terminal printer)

3 First, please check your paper roll and make sure it is inserted properly with the glossy side of the paper (if applicable) facing down. You can run a basic test on your printer by following these steps: 1. Press F2 and F4 at the same time 2. Enter the system mode password usually 1 alpha alpha then ENTER 3. Press the DOWN arrow key until you see the option Printer Diag. Press the F key that is associated to this menu option 4. Choose the F key associated with the Test option 5. The printer should print a series of letters, numbers, and other characters if it is working properly 6. If the printer is not working properly, your printer paper will feed out of the terminal with no ink. If your printer continues to malfunction and/or it fails the print test listed above, please contact your agent or representative to replace your terminal. 5. Can I try to print my last transaction? Yes, you can reprint your last receipt by following the steps below. **Please note that this will not be possible if you closed your batch report since your last transaction** 3. Choose 1 Reprint Last Reciept 4. The terminal will print the receipt from your last successful transaction 6. I chose the wrong product or the wrong phone number (for a topup). What should I do? For a pin sale (assuming this is a refundable product) you can request a refund from your terminal: 3. Choose 3 Refund 4. Choose 2 Pin Request 5. Enter your Pin Number, press ENTER 6. You will receive a receipt confirming the submission of your refund request For a topup you can request a void from your terminal: 2. Choose 3 Refund 3. Choose 3 General Void 4. Enter the Transaction # (*note that this appears on your receipt as the reference number)

4 5. Enter the Account # & Confirm (*account number = the mobile number which was topped up in the original transaction) 6. Enter the transaction Amount (*this will also appear on your receipt) 7. You will receive a receipt confirming whether the void was successful or not. If the void failed for any reason, you can contact your agent or representative for more information. *NOTE that you have 24 hours to void all BOOST topups from the terminal and 10 minutes to void all T MOBILE topups from the terminal **NOTE that the following products are non refundable: Cricket/Jump Telcel Verizon EZ Pay Verizon etop Up ($53 and $73) Tracfone $49.99 Tracfone $ What does the message Product not authorized mean? When you encounter this error message, you are attempting to sell a product that is not associated to your terminal in the prepaid system. This may be due to the product being recently discontinued, or simply removed from your list of available products. To download your most recent list of available products, please choose option 6 Admin then option 5 DOWNLOAD PRODUCT. 8. What does the message No products mean? When the terminal displays no products, there are no products stored in your terminal s menu. Therefore, you will not be able to process any sales. To download your products (aka refresh your terminal s menu) please choose option 6 Admin then option 5 DOWNLOAD PRODUCT. If this process fails after 2 3 attempts, please contact your agent or representative for support. You will need to determine if your product list is current in the prepaid system and/or your phone line/lan settings are correct. 9. What does the message Terminal limit error mean? When the terminal displays the message terminal limit error, you are likely attempting to enter an amount for the transaction that is not supported by the terminal. For example, the OMNI terminal does not accept transactions under $1.00 so entering any amount under $1.00 will result in an error. Please make sure you verify the amount before processing the transaction and ensure that it meets the requirements of the product that you are attempting to sell. 10. What does the message Insufficient credit amount mean?

5 This message indicates that you have reached your credit limit for prepaid sales. Contact your agent or representative to continue processing transactions. 11. What does the message Use Unlimited by Boost mean? This error message indicates that you are attempting to process a topup transaction for a customer with an Unlimited by Boost account, but you are using the wrong product. Please attempt the topup transaction again using the Unlimited by Boost product. If you have questions, please contact your agent or representative to confirm the product. Reports: 12. How do I view all of my sales for the day? Week? There are two reports on the terminal that can assist you with your daily and weekly sales totals the Daily Sales and Weekly Sales reports. Access them by following these steps: 3. Choose 4 Reports 4. Choose 1 Sales Reports 5. Choose either 1 Daily Sales or 3 Weekly Sales 6. Your sales report will print on a receipt from your terminal. Note that these reports are generated based on the server reports on support.debsisys.com 13. What is a batch report? A batch report is a local terminal report which displays data directly from the terminal s memory rather than the prepaid processing system. This ensures that the data in the report is accurate and includes only successful transactions that have been generated since the batch report was last closed. Closing the batch report is a critical function for the OMNI terminal because it clears the terminal s memory. The OMNI terminal only has a finite amount of storage capacity, and if the memory is never cleared, the terminal will stop functioning. You can find the batch report by going to 6 Admin 4 Reports 2 Closing Report. You will then have three options: 1 Current Batch Total 2 Current Day Total 3 Batch Close. Please remember that options 1 & 2 will show you totals for the current batch (since the last time the batch was closed) and the current day respectively but they will not close your batch and clear the terminal s memory. You must run option 3 Batch Close to complete this process. 14. How do I run the batch close report to clear my terminal s memory? You can find the batch report by going to 6 Admin 4 Reports 2 Closing Report. To close the batch, choose option #3 Batch Close. This will close your batch and clear the terminal s memory; please complete this process when you notice your invoice number getting up over 100 transactions.

6 15. Can I view sales per clerk? Yes, you can run a daily, weekly or monthly sales report by clerk. Follow these steps: 3. Choose 4 Reports 4. Choose 1 Sales Report 5. Choose 5 Sales by Clerk 6. Choose one of the following: 1 Daily sales clerk, 2 Weekly sales clerk, 3 Monthly sales clerk 7. The report will print on a receipt from your terminal with the sales displayed by clerk 16. I see sales on my sales report that I did not process. What should I do? Please gather all of the information regarding the sales in question, including the transaction numbers, dates & times then contact your agent or representative. If you have a batch report that includes information for the time period of the reported sales, please include that as well. 17. I would like to run an automated sales and/or batch report. What should I do? This terminal is capable of running two types of automated reports the sales/cost report which displays transaction information from the previous day (note that this report displays info that is downloaded from the prepaid system), & the batch report, which displays all sales info from the terminal s memory since the last batch was closed. If you are interested in generating either of these reports automatically at a pre determined time, please contact your agent or representative. 18. How can I change the time for my automated sales and/or batch report? Please contact your agent or representative for assistance with changing the time for your automated sales or batch report. There are some settings that may need to be changed at the system level. 19. My batch report is consuming a lot of paper every time it prints out. What can I do to fix this? The batch report can operate in three modes (described below). If your terminal is printing too much paper when you close the batch, you should change your batch report to SUMMARY mode; it will only display your sales total rather than the details for each transaction Batch report modes are: i. Journal = detailed breakdown of transactions ii. Condensed =displays a list of transactions with product info but no detailed breakdown iii. SUMMARY = displays total sales amount and total transactions only Here is how you can change the setting for your Batch report:

7 3. Choose 7 Other Admin, password is Choose 3 Min and max setting 5. Press the DOWN arrow key once and view option 2 it will display either Journal Batch, Condensed Batch or Summary batch. The option that is displayed is the CURRENT option on your terminal. To choose another option, press 2 again to cycle through the options. Once you select a new option, you can press the down key again to make sure the option is currently displayed on the terminal. General/Terminal Settings: 20. What does the message No *Go Variable mean? This message means that your terminal is missing the primary operating system, known as VMAC, or that the download process for your prepaid software application did not complete successfully. You will need to re install the prepaid application along with VMAC, if applicable. Please contact your agent or representative if you have questions. 21. How can I change the DBA, address, and/or phone number on my terminal receipt? Please send the updated information to your agent or representative who can coordinate the required changes in the prepaid system. 22. What is the most appropriate phone line configuration for my dial up terminal? When configuring your phone lines to support your dial up terminal, please follow the recommendations below to ensure consistent connectivity to the prepaid system: Connect your phone line directly from the phone jack to the terminal. Do NOT use splitters or any other devices to run multiple phone lines into a single phone jack Do NOT enable any line sharing/call waiting features for the terminal s phone line otherwise any incoming calls to that line could interrupt the transaction process DO NOT use digital phone lines; you must use analog lines Do not share the terminal s line with any other devices such as credit card machines, ATMs, fax machines, etc 23. How can I change the time on my terminal? 1. Press F2 and F4 at the same time 2. Enter the system mode password usually 1 alpha alpha then ENTER 3. Find the menu option Clock then press the F key associated with this option 4. Enter the Year in YYYY format 5. Enter the Month in MM format 6. Enter the Day in DD format, press ENTER 7. Enter the hour; enter the minute, press ENTER 8. Find the menu option Restart then press the F key associated with this option. The terminal will restart with the new time setting

8 24. My location requires an 8 or a 9 to dial out. How can I configure my terminal to support this setting? 3. Choose 7 Other Admin, password is Choose 5 Communications 5. You will see PBAX PREFIX, enter the number required to dial out ie. 9. Then press ENTER. On the next screen press the RED X key until you reach the Admin menu again. 6. Your terminal will now dial a 9 before the host dial up number each time it attempts a transaction or menu update 25. I tried to enter the Other Admin Menu too many times using the wrong password and the terminal got locked. How can I unlock the terminal? Enter 1234 to unlock the terminal 26. Can I install an application from another provider in my terminal? Yes, for all terminal types except 3730LE/Vx510LE and Vx570s (we are currently working on multi application support for the Vx570.) For all other terminal types please contact your third party application provider to load their software and contact your prepaid agent or representative to request a software conversion of your prepaid application to version D405 for multi application support. 27. How long can the clerk codes be? Clerk Codes (IDs) can be anywhere from 1 6 characters. Follow these steps to alter the terminal s setting for accepted clerk code length: 2. Choose 5 Admin 3. Choose 7 Other Admin 4. Enter Admin password (usually or ) 5. Choose 3 Min and Max Setting 6. Choose 1 Clerk ID Length 7. Choose a figure between 1 and 6

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