Using the Pogo> mobile app : Frequently Asked Questions

Transcription

1 Using the Pogo> mobile app : Frequently Asked Questions How do I download the Pogo> mobile app? Follow the instructions for downloading the First Data Pogo> App for Android or Apple. It is suggested that you connect to a WiFi network to download or upgrade the application software. What devices are compatible to work with Pogo>? For Apple Users: Pogo> is compatible with the iphone, ipad, and ipod touch running ios 7.0 or later. NOTE : There are known issues with Bluetooth connectivity on ios version Please check your ios version and if are using version we highly recommend that you upgrade the ios version on your device. For Android Users: The Pogo> mobile app is compatible with Android devices running version 2.3 of the operating system or later. The Pogo> app is not compatible with Beta versions of Apple or Android operating systems or Honeycomb operating system for Android tablets. Can I accept payments without a card reader? No, you must use the Pogo> card reader to accept payments. How do I link my card reader with my smart device? Your Pogo> card reader connects to your smart device via Bluetooth. For Apple users: Select Settings from your main screen within your device Select Bluetooth Make sure that the Bluetooth option is ON A list of devices will appear select the Pogo> card reader and select Pair

2 For Android Users: If you have an Android device, the Pogo> App will enable Bluetooth if not already turned on. As part of your first transaction, if the card reader is not paired, the App will automatically give the option to pair to the card reader. Select the card reader from the list of available devices. Additional Bluetooth troubleshooting steps: Make sure that the Pogo> card reader is switched on Make sure that the Pogo> card reader has sufficient power to pair with your smart device Make sure that Bluetooth is set to ON on your smart device Re-select and attempt to re-pair the Pogo> card reader from the list of Bluetooth devices Android only if as part of your 1st transaction there is a problem during the automatic pairing process, you may have to pair the card reader and device manually Refer to your devices manual on Bluetooth connectivity Please refer to the Card Reader User Guide for more information about your Pogo> card reader. Do I have to charge the reader? Yes, the Pogo> card reader has its own power source and does not draw power from your device. Fully power the card reader using the USB cable provided. Can I take a transaction in an area that has no 3G / 4G /Wi-Fi coverage? No, Pogo> will only work with a 3G / 4G network or Wi-Fi coverage. If you re in an area with no network or Wi-Fi coverage you need to try another form of payment. Can I print receipts? The Pogo> app allows you to send receipts as part of a transaction. Please refer to the Android or Apple Pogo> User Guide. Alternatively you can provide your customer with a manual receipt. What if I don t want to a receipt? It is a Visa and MasterCard requirement that you provide customers with a receipt. If your customer requests a receipt but does not want to provide you with an address, you can provide your customer with a manual receipt.

3 \What types of Payments can I accept? All Visa, vpay, MasterCard and Maestro cards can be accepted. How do I process a sale? Processing card payments with Pogo> is easy. Please refer to the Pogo> User Guide for Android Devices or the Pogo> User Guide for Apple ios Devices. NOTE: If you are an insurance merchant you will also have to insert the contract ID to validate the payment. How do I issue a refund to a customer? Processing a refund with Pogo> is easy. To learn more please see either the Pogo> User Guide for Android Devices. or the Pogo> User Guide for Apple ios Devices. NOTE: If you are an insurance merchant you will not be able to perform a refund through Pogo>, and will have to call the insurance company so that they issue the refund. My customer did not receive the receipt. How can I resend it? You can search for the specific transaction and check the address provided, editing and resending as required. Please refer to the Pogo> User Guide for Android Devices or the Pogo> User Guide for Apple ios Devices to learn how to resend payment receipts. What should I do if a card is declined? Often a decline occurs because the card presented for the sale does not have the funds available to complete the transaction. If a card is declined, ask the customer for another card. If the customer insists that the card should not have been declined, advise the customer to call the bank that issued the card (the phone number is usually on the back of the card). How do I use the barcode scanner? When adding items to your catalogue list you can scan the product barcode so this is stored against the relevant item. Alternatively you can add in the EAN barcode number directly into the catalogue item. Once completed, you can begin scanning the barcodes of relevant catalogue items within the Sale («Πώληση») screen to quickly build the basket. For further instructions on how to add items to your

4 catalogue, please refer to the Pogo> User Guide for Android Devices or the Pogo> User Guide for Apple ios Devices. NOTE: If you are an insurance merchant you will not be able to use the barcode solution. Can I add a picture to my catalogue item? Yes you can add pictures to your catalogue items by selecting images stored on your device. To learn more please refer to the Pogo> User Guide for Android or the Pogo> User Guide for Apple. NOTE: If you are an insurance merchant you will not be able to use the catalogue items. I made a mistake when submitting a sale. How do I void a transaction? You do this by using Refund ( Επιστροφή ). Please refer to the Pogo> User Guide for Android or the Pogo> User Guide for Apple. NOTE: If you are an insurance merchant you will not be able to perform a refund through Pogo>, and will have to call the insurance company so that they generate the refund. What type of data plan will I need? As long as your data plan supports web browser usage, you should be able to use Pogo>. The amount of data used will vary according to your specific device. What happens if I change my smart device? The Pogo> app will need to be downloaded onto your new device and will need to be paired with the card reader. The Pogo> app can be downloaded on multiple devices, but can only be used on one device at any one time. In case you change your smartphone or tablet, delete the Pogo> app or erase the data from your smart device, the transaction records of the Pogo> app will be lost. However, your transaction records can be retrieved by following one of the steps below: 1. Activate WiFi on your smart device. After you start the Pogo> app all your transaction records will be automatically loaded to your device. 2. If you are not connected to WiFi you can retrieve your transaction records by selecting Settings ( Ρυθμίσεις ) from the main menu of the Pogo> app and then select Transaction Synchronization ( Συγχρονισμός Συναλλαγών ).

5 What is Remote Key Injection (RKI)? When you transact for the first time, your mobile device and card reader will automatically synchronize by remote key injection to secure connections from your card reader to the payment networks. During this process your card reader will display the following message: Initializing security keys ( Απομακρυσμένη ενημέρωση κλειδιών ) Your mobile device will display the following messages: 1. Έχει γίνει έλεγχος του λογισμικού αναγνώστη καρτών ( Card reader software version check ) 2. Τα κλειδιά δημιουργήθηκαν ( Generated keys ) 3. Λήψη αρχείων ( Downloading files ) 4. Αποστολή κλειδιών στην πύλη πληρωμών ( Sending keys to Gateway ) 5. Φόρτωση αρχείων ( Uploading files ) 6. Εισαγωγή κλειδιών ( Importing ) If you are asked to do this manually, please refer to the Settings ( Ρυθμίσεις ) option in the App. Please refer to the Pogo> User Guide for Android or the Pogo> User Guide for Apple. Troubleshooting How do I log in to the Pogo> mobile application? Follow the instructions for downloading the First Data Pogo> App for Android or ios Sign into the app using the username and password you created when you applied for Pogo>. Once you have logged into the account, you need to pair your card reader with your device. You are now ready to start accepting card payments! What happens if I can t get a card to successfully read? Pogo> has been designed for standard Chip & PIN transactions and is an EMV compliant card reader. If a customer s chip & PIN card cannot be read by the Pogo> card reader after three attempts it will automatically fall back to a Mag stripe transaction. Should the swipe transaction fail after a third attempt, you should ask for an alternative card from the customer. Who can I contact for help with my account? You can find all knowledge materials on this FAQ or by pressing the help ( Βοήθεια ) button in the POGO> App.

6 Can I get a manual or reference guide on how to use Pogo>? You can find all knowledge materials on this FAQ or by pressing the help ( Βοήθεια ) button in the POGO> App. The Pogo> card reader does not power on. If the card reader does not power on, it should be charged for at least 3 hours. The red LED charging light will indicate that the device is charging. If you are still having difficulties with the card reader powering on, please refer to the Pogo> Card Reader User Guide. My card reader is broken /lost. Is there a replacement fee? If there is a fault with your card reader and this is covered under the Pogo> Guarantee we will replace it free of charge. There would be a replacement fee if the card reader damage is not covered by the guarantee. What is the process to report a faulty card reader? Please refer to the Card Reader User Guide for information relating to card reader faults. What is the process to report a lost card reader? If you have lost your card reader and wish to order another one, please contact us on telephone number (Lines Open 24 hours a day / 7 days a week / 365 days a year) providing the Tax ID or your business name. What if I have a question about my smart device? Please refer to your smart device user manual for instructions. What happens if I forget my password or user name? If you forget your username and password, please contact us on telephone number (Lines Open 24 hours a day / 7 days a week / 365 days a year) providing the serial number positioned on the back side of your Card Reader Device.

7 Can I change my password? If you want to change your password simply visit the Settings ( Ρυθμίσεις ) section of your App and declare your new password. Security What kind of security will I have when I process transactions? All transactions are encrypted as soon as you insert the card in the Pogo> encrypting card reader, which means the card data, is unusable to criminals and never stored on your smart device. The encrypted information is then safely transmitted via your telecommunications carrier to our PCI DSS (Payment Card Industry Data Security Standard) validated gateway. Once the response is received, the same information is encrypted and sent back to your device. At no time is card data stored on your device. Only a truncated version of the card number comprising the last 4 digits will be retained for viewing on the customer receipt and in your records. You can feel safe knowing that if your device is ever lost or stolen, no valuable customer data from the application will ever be lost, because it was never stored on the device in the first place. What steps can I take to reduce fraud? 1. Ensure Chip & PIN transactions are processed to avoid Magnetic Stripe and signature transactions. If a Chip & PIN transaction is unable to be processed, after three attempts the card reader will automatically fall back to Magnetic Stripe and request that the card be swiped through the card reader. 2. For Magnetic Stripe transactions check the card security features a. Verify the cardholder s identity b. Ensure the card is signed and verify the signature c. Verify the expiration date on the card What is PCI DSS (Payment Card Industry Data Security Standard)? The Payment Card Industry Data Security Standard (PCI DSS) is a worldwide mandate from the PCI Security Standards Council (PCI SSC). The Council consists of VISA, MasterCard, American Express, Discover, and JCB (the Card Schemes). PCI DSS was established to help organizations that process card payments prevent credit and debit card fraud through increased controls around data and its exposure to compromise. The standard applies to all organizations that store, process, or pass cardholder information from any card branded with the logo of one of the card schemes.

8 Who needs to be compliant with PCI DSS? All organizations that store, process or transmit payment card data are mandated by VISA, MasterCard, American Express, Discover, and JCB to achieve compliance with PCI DSS. This includes Banks, Payment Service Providers, online, face-to-face and mail/telephone order merchants. Compliance is not a one-time requirement. All organizations that store, process or transmit payment card data are required to maintain compliance at all times. Where can I learn more about PCI compliance? To learn more about PCI compliance please refer to the following links: PCI Standards Compliance Visa MasterCard FIRST DATA MERCHANT SOLUTIONS (HELLAS) LTD is the distinctive title of the company with the name FIRST DATA MERCHANT SOLUTIONS (HELLAS) PRIVATE LIMITED COMPANY, incorporated in Greece under registration number (with GEMI) , with tax identification number and having its registered seat at Stratopedou AVIP 2, Krioneri, Dionysos, Attica. The company has been lawfully registered with the UK Financial Conduct Authority (Register No ) as the agent in Greece of the payment service provider FIRST DATA EUROPE LIMITED, which is lawfully authorized by the above authority (Register No ), with a registered address in England, at Janus House, Endeavour Drive, Basildon, Essex, SS14 3WF. Google and the Google logo, Google Gadgets, Google Maps, Google Suggest, Google Talk, Gmail, YouTube and Android are trademarks/service marks of Google Inc., registered in the U.S. and other countries. The device images are reproduced from work created and shared by the Android Open Source Project and used according to terms described in the Creative Commons Attribution License. Apple, the Apple logo and iphone are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc First Data Corporation. All Rights Reserved. All trademarks, service marks, and trade names referenced in this material are the property of their respective owners.