1 Revision Date: March 2016
2 Contents Quick-Start Guide 5 Performing a Transaction in Four Steps 5 Prerequisites 5 Processing a Transaction 5 Getting Started with Converge Mobile 6 What Is Converge? 6 What Can Converge Mobile Do? 7 What Devices Are Supported by Converge Mobile? 8 Ingenico icmp PIN Pad 8 Connecting the icmp PIN Pad with My Mobile Device 9 Frequently Asked Questions for First Time Users 15 How Do I Accept a Customer s Signature? 15 Where Do I Get the Converge Mobile App for Mobile Devices? 15 How Do I Launch Converge Mobile? 15 Removing Connected Devices from My PIN Pad 16
3 Contents Learning the Application 17 How Do I Use Converge Mobile for the First Time? 17 How Do I Change My Settings? 19 Processing Transactions with Converge Mobile 21 How Do I Add a Product Value to the Shopping Cart? 21 How Do I Specify My Tax? 22 How Do I Specify Discount and Gratuity Options? 23 How Do I Perform a Transaction? 25 How Do I Process Chip Card Transactions? 26 A Word on EMV Processing 26 How Do I Process Swiped Transactions? 30 Debit Card Processing 31 Completing the Transaction 32 How Do I Perform a Manual Transaction? 34 Printing a Receipt 36 How Do I Set Up a Printer with my Device 36
4 Contents Canceling a Transaction 37 How Do I Cancel a Transaction? 37 Refunding a Transaction 38 How Do I Refund a Transaction? 38 Voiding a Transaction 40 How Do I Void a Credit Transaction? 40 Troubleshooting and More Information 42 How Do I Remove a Connected PIN Pad from My Smart Phone? 42 Where Do I Get Converge Mobile Credentials? 42 How Do I Set the PIN Pad Back to Bluetooth Mode? 43 What Do I Do if I Select the Wrong Option when Pairing a Device? 45 How Do I Disable the Sounds in Converge Mobile? 46
5 Quick-start Guide 5 Quick-Start Guide Performing a Transaction in Four Steps Prerequisites Smart phone or tablet with either Android and higher or ios 7 and higher The Ingenico icmp PIN Pad Active Converge account (formerly VirtualMerchant) with valid sign-in credentials. Please note, if you do not have Converge Mobile login credentials, call the Training phone number located in your Welcome Kit to get started. Processing a Transaction Step 1 Download Converge Mobile on your mobile device. Step 2 Launch Converge Mobile and follow the Setup Wizard and connect the Ingenico icmp in the process. Step 3 Once on the main screen, add items to your cart and press Checkout. Step 4 Follow the prompts on the icmp to complete the transaction.
6 Getting Started With Converge Mobile 6 Getting Started with Converge Mobile Converge Mobile 1.0 supports chip card (EMV) transactions via the Ingenico icmp PIN Pad. Converge Mobile is a mobile Point of Sale (mpos) that connects your ios or Android mobile device to an EMV-Ready PIN Pad that accepts magstripe, contactless, and chip card payment options. The process to pair your device is quick and easy, and in only a few steps, you ll be ready to process payments through the Converge platform. What Is Converge? Converge is an omni-channel payments platform that allows you to process payments in multiple environments, including in-store, mobile, back office mail/phone order and e-commerce. You can access Converge using the web application at There you can access additional payment management tools and reporting.
7 7 Getting Started With Converge Mobile What Can Converge Mobile Do? Converge Mobile allows you to take payments wherever you are. With a lightweight app available on most smartphones running ios or Android and a supported PIN Pad, you have the necessary tools to process payments backed by the security of the Converge platform. As of this release, Converge Mobile supports credit and debit card transactions as well as cash transactions. Credit and debit can be processed via chip card (EMV), magstripe, or contactless tap and pay via card or mobile wallet, such as ApplePay or AndroidPay.
8 Getting Started With Converge Mobile 8 What Devices Are Supported by Converge Mobile? Converge Mobile currently supports the Ingenico icmp PIN Pad. All receipts are currently delivered via . Receipt printing will be available in an upcoming release. Converge Mobile works on the Apple iphone, ipad, ipad Pro, ipad Air, ipad Mini, and ipod Touch devices that are running ios 7 and higher. Converge Mobile also works on Android smartphones and tablets running Android and higher. Ingenico icmp PIN Pad Right-Hand Side Bottom View of PIN Pad The icmp has a touch keyboard for data entry, function buttons for various menus, and decline, back, and confirmation buttons. On the bottom of the PIN Pad is the chip card insertion port. On the right side of the device, you ll see the USBto-Micro USB port (A) for charging and connecting to a PC as well as the power button (B). When performing a chip card transaction, the chip card will be inserted into the bottom of the device, chip first. It will remain in the device until the transaction has been processed.
9 9 Getting Started With Converge Mobile Connecting the icmp PIN Pad with My Mobile Device Android: First, enable Bluetooth on your Android device. Do this by going into your Settings, and select Bluetooth. Activate the Bluetooth option in this menu.
10 Getting Started With Converge Mobile 10 Power on the icmp PIN Pad. Give it a few moments to boot up, and you will see the pairing screen. For Android pairing, select Standard to begin the pairing process. You will need to pair the PIN Pad via your mobile device. The PIN Pad will show you its naming information. Select the PIN Pad (e.g. icmp ) on your mobile device, and enter in the generated PIN on your Android device (highlighted here).
11 Once paired, the PIN Pad is ready to process transactions. 11 Getting Started With Converge Mobile
12 Getting Started With Converge Mobile 12 ios: First, to pair an ios device, ensure both the mobile device and the icmp PIN Pad is powered on. Next, activate the Bluetooth module of the ios device by going to the Settings and slide the activation switch to the right.
13 13 Getting Started With Converge Mobile On the icmp, select the ios option and begin pairing. It will detect your mobile device if Bluetooth is activated. Select your mobile devices from the icmp PIN Pad. The PIN Pad will change to Bluetooth pairing information and enter in the generated PIN on your ios device (highlighted below).
14 Getting Started With Converge Mobile 14 Once paired, the PIN Pad is ready to process transactions.
15 15 Frequently Asked Questions For First Time Users Frequently Asked Questions for First Time Users How Do I Accept a Customer s Signature? The electronic signature is performed on your mobile device. Where Do I Get the Converge Mobile App for Mobile Devices? Converge Mobile is available for mobile devices via the mobile stores: ios App Store - Google Play Store - How Do I Launch Converge Mobile? From your mobile device s home screen, navigate to the Converge Mobile application, and select the app to launch it.
16 Frequently Asked Questions For First Time Users 16 Removing Connected Devices from My PIN Pad To remove all mobile devices connected to your PIN Pad, press the F button four times within 2 seconds. ( F-F-F-F )
17 17 Learning The Application Learning the Application When launching Converge Mobile for the first time, the setup wizard will ensure your device is paired and ready to go. By the end of this process, you are ready to transact. How Do I Use Converge Mobile for the First Time? When starting Converge Mobile, select the first option to begin configuring the mobile app (1). Enter your Converge Account ID, User ID, and PIN to log into Converge (2). Be sure to read and accept the EULA at the bottom of the screen. Now, you will connect your bluetooth PIN pad. Please see Troubleshooting and More Information on page 42 to learn how to get access to Converge. Follow the instructions on the screen (3). Please see Connecting the icmp PIN Pad with My Mobile Device on page 9.
18 Learning The Application 18 Next, Create your secure passcode that will be used to access your Converge Mobile app (4). The passcode is needed whenever your device locks (4). If you forget your passcode, select Forgot Your Passcode and re-enter your Converge online credentials to reset the passcode (5). If you have not received your credentials or have forgotten them, please call the Training phone number located in your Welcome Kit for assistance. Once the device is connected, you will see your business information that is retrieved from the Converge platform (6). Now, you are ready to process transactions.
19 19 Learning The Application How Do I Change My Settings? In Converge Mobile, select the Menu button on the top right of the screen. Inside the menu, you can customize a few areas, namely your tax, gratuity, and discount options. These areas should be customized before starting transactions. Please check out How Do I Specify My Tax? on page 22 for how to set your tax, as well as How Do I Specify Discount and Gratuity Options? on page 23 for gratuity and discount options.
20 Learning The Application Tax - The Tax menu will allow you to customize the tax percentage. 2. Gratuity - In the Gratuity menu, you can set the quick button values as well as the increment per tap, in either percentage or dollars. 3. Discount - The Discount menu allows you to set the amount of increments that each tap will increase the discount value. This is set in either percentage or dollars. 4. Account - The Account section is where your credentials from the setup wizard are stored. Should your credentials change, you can update them here. 5. Printer - The Printer option allows you to enable receipt printing, connect your printer, and then test the printer connection. 6. Business Profile - The Business Profile section shows the business name that will appear on receipts. You can change this name by logging into Converge Security - In the Security menu, you can change your passcode for the Converge Mobile application. 8. Additional Customization - In the Additional Customization menu, you can enable or disable sounds.
21 21 Processing Transactions With Converge Mobile Processing Transactions with Converge Mobile How Do I Add a Product Value to the Shopping Cart? To add a value to your shopping cart, simply type in the value and select Add to Cart. Selecting the up and down arrow next to your value will increase the quantity in your cart. Pressing Checkout will initiate the checkout process.
22 Processing Transactions With Converge Mobile 22 How Do I Specify My Tax? With Converge Mobile, you are able to change your sales tax percentage at any time. First, go to the Settings menu and select Tax. Select the Tax Enabled option and enter your desired percentage. Return to the menu, and your options will be saved. Every transaction will have the tax automatically applied.
23 23 Processing Transactions With Converge Mobile How Do I Specify Discount and Gratuity Options? Your business may allow discounting and gratuities. In order to use these options, you will need to activate them in your settings and specify your options. After setting up, you ll be able to apply a discount manually, and it will auto-calculate, deducting whatever is specified from the total.
24 Processing Transactions With Converge Mobile 24 For gratuity, the process for adding your own values is the same. Once you set up the gratuity, you can allow the cardholder to select their desired percentage, and it will auto-calculate the final total.
25 25 Processing Transactions With Converge Mobile How Do I Perform a Transaction? Processing transactions in Converge Mobile is a simple. After pressing Checkout, you will be presented with two options: Cash or Credit Debit. Once you select Credit Debit, the PIN Pad is ready to receive the card. Depending on the type of card the customer has, you will either swipe the card or insert it into the chip card reader.
26 Processing Transactions With Converge Mobile 26 How Do I Process Chip Card Transactions? A Word on EMV Processing Unlike swiped card transactions, EMV chip transactions require multiple communication requests (or exchanges ) with the payment gateway. As the back and forth communication occurs over the wire (Internet, broadband, mobile, wireless, phone), any slowness in these connections will result in slowing down the transaction. As this is the basic nature of a chip card transaction, the experience will be similar across all payment processors.
27 27 Processing Transactions With Converge Mobile For a chip card transaction, when the PIN Pad asks you to swipe, insert, or tap your payment type, insert the chip card into the bottom of the PIN Pad, chip first. Please note, the customer must leave the card in the PIN Pad throughout the transaction. The Converge Mobile app will show that it is processing.
28 Processing Transactions With Converge Mobile 28 The customer will be asked to confirm the transaction amount. Once confirmed, the app will begin processing while the device sends a request to authorize the card. Once approved, the app may prompt for a signature, depending on the card used.
29 Once complete the customer can choose to receive the receipt via Processing Transactions With Converge Mobile
30 Processing Transactions With Converge Mobile 30 How Do I Process Swiped Transactions? If the credit or debit card isn t a chip card, then you will swipe the card using the magnetic strip located on the back of the card. When the PIN Pad asks to swipe, insert, or tap the card, swipe the card with the magnetic stripe down and facing the keyboard. The Converge Mobile app will show that it is processing the transaction.
31 31 Processing Transactions With Converge Mobile Debit Card Processing The customer will be asked to select whether it is a debit or credit card. If debit card is selected, it may prompt to select a savings or checking account. Then, it will prompt for the customer s debit PIN. Select the Yellow Back button on PIN Pad to delete any mistyped numbers.
32 Processing Transactions With Converge Mobile 32 Completing the Transaction After selecting debit or credit, the customer will confirm the transaction amount. Once confirmed, the app will begin processing. Once accepted, the app may prompt for a signature in the case of credit cards.
33 Once complete the customer can choose to receive the receipt via Processing Transactions With Converge Mobile
34 Processing Transactions With Converge Mobile 34 How Do I Perform a Manual Transaction? Through your business you may have to manually enter the credit or debit card account number. Converge Mobile allows this functionality by default. After adding your values and selecting Checkout, you will select Manual Card Entry from the payment selection screen. After doing this, you will see a prompt asking if the card is present or not. Interchange rates for manual card entry may differ from swiped or EMV transactions. After you select whether or not the card is present, Converge Mobile will wait for the card number to be entered in your PIN Pad.
35 35 Processing Transactions With Converge Mobile On your PIN Pad, enter the card account number, the expiration date, and the CCV or CID code. The transaction will now process, and if successful, you will receive a summary of the transaction.
36 Printing A Receipt 36 Printing a Receipt How Do I Set Up a Printer with my Device As notated in section How Do I Change My Settings? on page 19, you must set up your printer in the Printer Settings before you will be able to generate a printed receipt. To do that, navigate to your Settings. Enable the Printer, connect it via your phone or tablet s bluetooth menu, and then, test the device. When processing a transaction, Print Receipt will be shown.
37 37 Canceling A Transaction Canceling a Transaction How Do I Cancel a Transaction? Whenever you are processing a transaction, you can easily cancel the process by selecting the Red button on the PIN Pad.
38 Refunding A Transaction 38 Refunding a Transaction How Do I Refund a Transaction? You can refund a past transaction inside of Converge Mobile very easily. First, select Menu from your Converge Mobile shopping cart. Then, select Transactions. From the list, select the transaction you want to refund. This selection will give you a summary of the transaction. Select Refund at the bottom.
39 39 Refunding A Transaction You will see the cart screen and the amount available to refund. Enter the amount to refund and select Refund. Finally, select Refund to return the amount to the cardholder. For debit cards, you will need to re-swipe or reinsert the card to return the money.
40 Voiding A Transaction 40 Voiding a Transaction How Do I Void a Credit Transaction? If you wish to cancel a credit card transaction that hasn t yet settled, you must void the transaction. In order to void a transaction, navigate to your transaction list by selecting the menu icon from your Converge Mobile home screen.
41 41 Voiding A Transaction Select the desired transaction. Please ensure that the transaction you are voiding is an unsettled credit card transaction. On the transaction details, select Void. Then, confirm the cancellation by selecting Void on the next screen as well. A loading screen will process the transaction void. When it is complete, you will see a summary of the void. You can this receipt to the customer by entering their address.
42 Troubleshooting And More Information 42 Troubleshooting and More Information How Do I Remove a Connected PIN Pad from My Smart Phone? To remove all paired devices from the PIN Pad, press F-F-F-F rapidly. The device will reboot and request you to pair a new mobile device. Where Do I Get Converge Mobile Credentials? Converge Mobile uses your Converge Online credentials. To access these credentials please contact the Training phone number found in your Welcome Kit.
43 43 Troubleshooting And More Information How Do I Set the PIN Pad Back to Bluetooth Mode? The icmp will likely come set to Bluetooth pairing mode. If you used the device with Converge and set it to USB, you will need to return to Bluetooth mode to be able to use it with a mobile device again. To set the icmp in Bluetooth mode, power the device off. When the booting screen (A) appears, press the sequence of number keys followed by the green confirm button (B) within a 2-second time frame. If performed successfully, you should see a request to press F to get to the menu (C). If you do not see this menu, reboot the device by holding the power button and repeat the previous steps.
44 Troubleshooting And More Information 44 Using the F2 and F3 buttons as arrows, select Option 3 - TDA (D). On the TDA menu, you ll see the following options, select Option 0 - Configuration (E). On the Configuration Menu, select Option 0 - Communication (F). On the Communication menu, select Option 0 - Select Comm. Type (G).
45 45 Troubleshooting And More Information On the Comm. Selection screen (H), select Bluetooth then press the green confirm button (I). Press the yellow back button four times, going through each of the previous menus (J). After you have excited all the menus you will see a prompt to save and reboot (K). Once rebooted, you will select ios for Apple devices and Standard for Android devices (L). Please see Connecting the icmp PIN Pad with My Mobile Device on page 9. What Do I Do if I Select the Wrong Option when Pairing a Device? If you select the wrong option, such as ios when you were trying to pair an Android device (the Standard option), you will need to reboot the device. To reboot the device, hold the power button on the right hand side until a chime rings.
46 Troubleshooting And More Information 46 How Do I Disable the Sounds in Converge Mobile? If you wish to turn off the sounds inside of Converge Mobile, first navigate to your settings menu by selecting the menu button from your home screen. Then, select Additional Customization. Finally, select the Sounds toggle.
47 What does Error Code mean, and How to Resolve it? An error code ending in 5121 indicates a Converge error of Invalid Mobile indicator/the mobile indicator appears to be missing or invalid. In other words,this means that either: the terminal is not mobile enabled, the terminal is mobile enabled, but there is a problem with the fraud mobile check, or some other unknown condition rendering the device not mobile capable.