Troubleshooting. Your quick guide to solving problems with WorldPay Zinc

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1 Troubleshooting Your quick guide to solving problems with WorldPay Zinc 1

2 Introduction We ve designed WorldPay Zinc to be as simple to set up and use as possible. But any technology can throw up the odd problem. If you re having technical trouble with any aspect of the service, this guide should help you find the answer. There are full details of how to set up your Chip & PIN keypad and the WorldPay Zinc app in your User Guide. (You can download this from the secure area of worldpayzinc.com.) Most other questions about avoiding card fraud, for example should be answered in your Merchant Operating Instructions. If you ve tried all these and are still not sure about something, please call our 24/7 Helpdesk on * *Calls from BT landlines are charged at 10p per minute. Calls from mobile phones may be charged at a higher rate. Calls from other networks may vary. 2 WorldPayZinc Troubleshooting

3 Chip & PIN keypad Most keypad problems can be resolved by resetting the keypad to its factory settings. This should sort out problems like: The keypad won t turn on The keypad won t turn off, or is locked The keypad isn t charging The display screen is blank The chip card reader or magnetic swipe slot isn t working The keypad won t respond, or specific keys aren t working Factory reset Look at the left-hand side of the keypad. Next to the power button you ll see a small hole, about 1mm wide. Insert the end of a paper clip, or another pointed object, into the hole. You should see this menu: 1. Power up as normal 2. System restore 3. Total factory reset Press 3 for Total factory reset. Then press Enter to confirm. Your keypad will go back to its original factory settings. This takes about 90 seconds. Still not working? If your keypad still won t work after a factory reset, please call our Helpdesk on * We ll organise a replacement (subject to our warranty policy). *Calls from BT landlines are charged at 10p per minute. Calls from mobile phones may be charged at a higher rate. Calls from other networks may vary. 3 WorldPayZinc Troubleshooting

4 Bluetooth If you re having trouble pairing your keypad with your mobile device, you can reset the Bluetooth connection. Follow the instructions below for your device. Apple Device Go to Settings and tap Bluetooth. Find the WorldPay Zinc device in the list. Tap the little blue arrow next to the word Connected. On the next screen, tap Forget this device. Android Device Go to the Bluetooth menu. Select and hold the WorldPay Zinc device from the list of paired devices. Select the Unpair option that appears. Keypad Hold down the Enter key on your Chip & PIN keypad for five seconds to reset the connection. Once you have reset the Bluetooth connection you will need to repair your mobile with the keypad by following the instructions listed in the User Guide. Log on to the secure area of worldpayzinc.com to download the User Guide for your type of device. 4 WorldPayZinc Troubleshooting

5 Taking payments All or most transactions are being declined Check that you have a mobile or wifi signal and internet connection on your mobile device. You can t use the service without a data connection. The keypad can t read the card If the card won t work in the chip reader slot than the keypad will prompt to swipe the card through the magnetic swipe slot. If the card won t work in either the chip reader slot or the magnetic swipe slot, you ll need to ask the customer for a different form of payment. You can t enter card details manually. Common error messages App asks you to Update Application This means you need to download an updated version of the app. Select Update, then restart your keypad and mobile device if necessary. You won t be able to use the service until you ve completed the update. Keypad display shows an open padlock Something has triggered the the keypad s anti-tamper system. This can happen if someone tries to open the keypad, or if it s been dropped. Your keypad won t work any more. Please contact the Helpdesk on * for advice, and to request a replacement. *Calls from BT landlines are charged at 10p per minute. Calls from mobile phones may be charged at a higher rate. Calls from other networks may vary. 5 WorldPayZinc Troubleshooting

6 Lost keypad charger If you ve lost your charger, you ll need to buy a new one. You can get them at any electronics shop, or online. Look for a USB charger such as a USB 2.0A to Micro B Data Cable. 6 WorldPayZinc Troubleshooting

7 7 WorldPay Zinc is a trade name of WorldPay (UK) Ltd. Registered in England No Registered Office: 55 Mansell Street, London, E1 8AN. WorldPay (UK) Ltd is authorised by the Financial Conduct Authority under the Payment Services Regulations 2009 (No ) for the provision of payment services.

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