PCCharge FAQ. 8. How do I edit my company's information in PCCharge?

Transcription

1 PCCharge This is a static versin f the PCCharge (Frequently Asked Questins) dcument. Fr the mst upt-date versin, please refer t ur nline versin at 1. Will PCCharge run n Windws Vista? 2. Will PCCharge run n Windws 7? 3. What shuld I d if I keep getting an errr during a transactin? 4. Which versins f PCCharge prducts are currently supprted? 5. Is there a charge fr changing a merchant number? 6. What shuld I knw abut mdems? 7. What shuld I d if I keep getting a result f Nt Captured Cnnect Failure, N answer, r N dial tne? 8. Hw d I edit my cmpany's infrmatin in PCCharge? 9. Hw d I check t see what transactins are currently authrized? 10. I have a new cmputer. Hw d I mve my PCCharge data ver t the new cmputer? 11. Hw can I make sure PCCharge is perating at tp perfrmance? 12. What is the difference between PCCharge Pr and PCCharge Payment Server? 13. Will PCCharge Pr wrk with "xyz cmpany's" sftware? 14. Can VeriFne's PCCharge brand prducts be upgraded? 15. Will I need t use a credit card terminal in cnjunctin with yur sftware? 16. What are the system requirements fr VeriFne's PCCharge branded prducts? 17. What shuld I d if I keep getting a result f INVALID TERMINAL ID? 18. Hw d I knw wh my credit card prcessing cmpany is? 19. I can prcess Visa and MasterCard transactins, but I cannt prcess American Express r Discver cards? 20. Hw d I change my PCCharge passwrd? 21. Hw d I make/edit a cnfiguratin disk? 22. Why is my printer nt printing receipts? 23. Why can't I see the whle credit card number in my reprts? 24. Hw can I stp PCCharge frm asking me if I want add a ticket number r address verificatin infrmatin when I prcess transactins? 25. Hw can I prcess several transactins at nce, r as a batch? 26. What kind f encryptin des PCCharge use when prcessing TCP/IP (Internet) transactins? 27. Hw shuld I enter my cmpany name in the Cmpany Infrmatin windw? Is the field case-sensitive? 28. Can I use remte access with PCCharge? 29. Can PCCharge perate in a terminal services envirnment? - 1 -

2 1. Will PCCharge run n Windws Vista? PCCharge has been successfully tested n Windws Vista Business Editin (64 & 32-bit). Hwever, Vista is a newer perating system and there are certain actins that must be perfrmed fr prper installatin. Please carefully review the dcument VISTA_README.pdf (fund n yur PCCharge installatin CD) prir t installing and using PCCharge in yur Vista-based transactin prcessing envirnment. 2. Will PCCharge run n Windws 7? PCCharge has been successfully tested n Windws 7 Prfessinal Editin (64 & 32-bit) and Windws 7 Ultimate Editin (64 & 32-bit). Hwever, Vista is a newer perating system and there are certain actins that must be perfrmed fr prper installatin. Please carefully review the dcument VISTA_AND_7_README.pdf (fund n yur PCCharge installatin CD) prir t installing and using PCCharge in yur Windws 7-based transactin prcessing envirnment. 3. What shuld I d if I keep getting an errr during a transactin? Try restarting yur cmputer and trying the transactin again. Frm the PCCharge Utilities menu, try running the Repair cmmand and then the Cmpact cmmand. Read thrugh the PCCharge manual and help files thrughly. Many prblems can be slved by applying the infrmatin in the manual and the help files. The help files can be accessed frm the Help Cntents menu in PCCharge. If yu are having mdem cnnectin prblems, please make sure that cmmunicatins prgrams such as HyperTerminal r Dial-Up Netwrking are able t access yur mdem prperly. Als, make sure that n cmmunicatins r fax prgrams are running while trying t prcess transactins. If these steps d nt slve yur prblem, please cntact technical supprt. T maximize the effectiveness f yur cntact with technical supprt representatives, we ask that yu have the fllwing infrmatin included in yur r ready when yu call: Versin f PCCharge yu are using (select Help Abut frm PCCharge.) Yur credit card prcessing cmpany and/r Merchant Service Prvider. Yur merchant infrmatin (Terminal ID, Merchant ID, extended data, etc.) Brand, mdel, and speed f the mdem yu are using. Infrmatin n any 3rd party POS sftware (when applicable.) The type f errr yu are getting: Installatin errr Mdem/dialing prblem GPF (General Prtectin Fault) - please nte the infrmatin that is displayed when the errr ccurs If pssible, step thrugh the transactin and dcument the step that is causing the errr. 4. Which versins f PCCharge prducts are currently supprted? As f Nvember 1 st, 2007, VeriFne will n lnger supprt any versin f PCCharge earlier than These versins were created ver three years ag, and therefre d nt meet the high - 2 -

3 security standards required t functin in tday's payment prcessing industry. VeriFne recmmends an immediate PCCharge upgrade fr thse cnsumers wh are using any versin f PCCharge earlier than Annual supprt is available fr all currently supprted versins f PCCharge. 5. Is there a charge t change the merchant number in PCCharge? There is n charge, prvided that the custmer has an active supprt cntract. The merchant number is changed by means f a certain file that is ed t the custmer. 6. What shuld I knw abut mdems? Yur cmputer system must include a Hayes r cmpatible 300, 1200, r 2400 baud mdem. The mdem can be cnnected t either serial prt 1, 2, 3, 4 (COM 1 - COM 4) f yur system and must be cnnected t a standard analg phne jack. VeriFne suggests that custmers avid "Win-mdems" if at all pssible. Win-mdems are ppular because f their lw price, high speeds, and advanced cmpressin techniques (which makes them ideal fr cnnecting t the Internet.) Unfrtunately, mst Win-mdems are incapable f nncmpressed data transfer and the 300/1200 baud speeds that mst financial netwrks require. Check with yur mdem manufacturer t see if yur mdem is capable f running withut cmpressin and can perate at these lw speeds. VeriFne has fund that the fllwing external nn-win-mdems wrk well with mst financial netwrks: 3Cm US Rbtics 56k Faxmdem Zm 56k (lder chipsets nly) VeriFne has fund that the fllwing internal nn-win-mdem wrks well with mst financial netwrks (but nt in a Windws 2000 envirnment): Actintec PCI Pr (Mdel PC156019) We have als fund that lder mdems (pre 14.4 baud) and external mdems wrk well with mst financial netwrks. If a mdem can cmmunicate using the Bell 212A prtcl (1200 baud), it can almst always be made t successfully transmit transactins t any dial-up credit card prcessing cmpany. Mdem trubleshting: It is nt uncmmn fr a PC running Windws t run ut f serial prts. There are nly a limited number f IRQ numbers that devices such as serial mice and mdems can use. Factry IRQ setting mst widely used fr serial prts are: COM1: Uses IRQ 4 COM2: Uses IRQ 3 COM3: Uses IRQ 4 COM4: Uses IRQ 3 Tw devices cannt use the same IRQ at the same time. Therefre, if a PINpad is using COM1 (IRQ4), then COM3 cannt be used because it als uses IRQ4. Mst Windws users wh install mdems set up the mdem t use COM2, because ther devices use COM1. Hwever, sme machines als have scanners, serial printers, r ther devices that use COM2 r sme ther COM prt. In this case, there may nt be anther COM prt available. Fr custmers wh want t use - 3 -

4 mre than tw serial devices in Windws, it is recmmended they install a serial prt card that allws them t cnfigure the COM prts t use different IRQs. Hardware cnflicts are the mst cmmn prblems custmers have with PCs. An IRQ cnflict is especially frustrating fr nvice cmputers users and an experienced technician may be required t slve these prblems. In general, if prgrams such as HyperTerminal r Dial-Up Netwrking cannt access yur mdem, then PCCharge Pr will nt be able t either. If this is the case, these prblems will need t be reslved befre PCCharge Pr will functin prperly. High-speed mdems and Win-mdems: If yu have a new mdem that perates at 14.4, 28.8, 33.6 r 56 kbps, it is very likely yu will need t mdify the mdem's initializatin string t frce it t cnnect at 300/1200 baud, disable data cmpressin, and errr crrectin features. This infrmatin is nrmally fund in the mdem's manual r by cntacting the mdem manufacturer. It is impssible fr us t knw all the methds necessary t disable these techniques with all f the different types f mdems. Cnsequently, yu may need t call yur mdem manufacturer and ask them, "Hw d I get my mdem t act like a dumb 1200 baud Hayes mdem?" 7. What shuld I d if I keep getting a result f Nt Captured Cnnect Failure, N answer, r N dial tne? Make sure yu have n ther prgrams that are using the mdem. If there are any running, shut them dwn and re-attempt the transactin. Restart the cmputer. Re-attempt the transactin. Click Setup Mdem. Click Detect Mdem Setting. If that buttn is nt shwn, click Use Manual Mdem Setup and yu'll be taken t the crrect windw. Make sure yur mdem is shwn in the Mdem bx. Click OK n the Mdem Setup windw and reattempt the transactin. If the transactin still des nt wrk, re-access that same mdem setup windw and change the mdem shwn in the Mdem bx t GS Special, Generic Fax/Mdem, US Rbtics 28.8, r Simple1. Click OK. Re-attempt the transactin using each f these mdem types. If the transactin still des nt wrk, cntact the PCCharge Technical Supprt Department at Hw d I edit my cmpany's infrmatin in PCCharge? Click Setup Cmpany Name. 9. Hw d I check t see what transactins are currently authrized? Terminal-based Prcessrs Click Reprts Batch Pre-Settle. Click OK

5 This reprt will display what transactins have been authrized and are apprved fr settlement. Hst-based Prcessrs There is n actual batch residing n yur cmputer when using a Hst-based prcessr; therefre, PCCharge can nly shw yu what the prcessr has cmmunicated as being apprved. Click Reprts Transactins Credit Card Detail. Select Apprved in the bx labeled Status. Click OK. This reprt will display tday's apprved transactins. Alternatively, yur prcessr may be able t fax yu a list f currently authrized transactins. 10. I have a new cmputer. Hw d I mve my PCCharge data ver t the new cmputer? Yu will need t create a cnfiguratin disk. This will back up yur PCCharge settings and merchant cnfiguratin. Create a blank directry smewhere n yur cmputer where yu can easily relcate it. Call it PCCharge Cnfig. Click Utilities Cnfiguratin Disk. Select Update/Create Cnfig Disk. Click OK Click Yes. Navigate t the PCCharge Cnfig directry yu created. Yur cnfiguratin files will be cpied t this directry. Once the files have been cpied, yu may write these t a CD using yur CD-writer n yur cmputer. Label the CD "PCCharge Cnfiguratin Disk". Install PCCharge n yur new cmputer, if yu haven't already. Fllw the standard installatin instructins shwn in yur manual. Start PCCharge n yur new cmputer. Click Utilities Cnfiguratin Disk. Select Restre frm Cnfig Disk. Click OK. Click Yes. Insert CD disk labeled "PCCharge Cnfiguratin Disk" and click OK. Click Open t start the prcess. Click OK and remve the CD when the prcess is cmplete. PCCharge will shut dwn after the prcess is cmplete. All f yur merchant accunt's infrmatin has been restred. At this pint, yu can begin prcessing n yur new cmputer using PCCharge. Hwever, yur custmer/transactin histry database has nt been transferred t yur cmputer. If yu need/want t transfer yur database t yur new cmputer, cntinue with the fllwing instructins. T transfer yur ld database t yur new cmputer, yu'll either need a Zip disk, LAN cnnectin, r sme ther means a transprting a large (>1.4meg) file frm yur ld cmputer t yur new cmputer. The PCCharge database file is named pccw.mdb and can be fund in yur PCCharge directry. The PCCharge Pr default directry is C:\Prgram Files\pccw. The PCCharge Payment Server default directry is C:\Prgram Files\Active-Charge. Use Windws Explrer (Start Prgrams Windws Explrer) r sme ther suitable prgram t cpy this file frm yur ld cmputer t yur new cmputer. After that's cmplete, start PCCharge n yur new cmputer. PCCharge is nw cmpletely updated with all f yur ld infrmatin

6 11. Hw can I make sure PCCharge is perating at tp perfrmance? T make sure PCCharge is perating at maximum capability, it's imprtant t perfrm regular maintenance n yur PCCharge database. Click Utilities Repair. Click OK when the prcess is cmplete. Click Utilities Cmpact. Click OK when the prcess is cmplete. It's recmmended that this prcess be repeated weekly. 12. What is the difference between PCCharge Pr and PCCharge Payment Server? PCCharge Pr is ur multi-user and netwrkable award winning end user (merchant) prduct with Recurring and Installment Billing. PCCharge Payment Server is the payment prcessing engine used by sftware develpers, ISP's and CSP's t integrate int their applicatins and web sites t prvide a seamless ecmmerce slutin. 13. Will PCCharge wrk with "xyz cmpany's" sftware? Only if "xyz cmpany" has integrated their prduct with PCCharge sftware. Call ur sales department ( ) t find ut abut a specific integratin. 14. Can VeriFne's PCCharge brand prducts be upgraded? Yes, PCCharge may be upgraded any time. Cntact the cmpany that sld yu yur current versin f PCCharge t btain infrmatin n updating t the latest versin f the sftware. 15. Will I need t use a credit card terminal in cnjunctin with yur sftware? There is n need t have a credit card terminal with PCCharge. If a card swipe r PIN pad is needed, yu may attach a card reader t yur cmputer. Our sftware wrks with all majr brands f peripherals. 16. What are the system requirements fr VeriFne's PCCharge branded prducts? System Requirements PC with Windws 2008 Server Editin (64 & 32-bit), Windws 7 Prfessinal (64 & 32-bit), Enterprise(64 & 32-bit), r Windws 7 Ultimate Editin (64 & 32-bit), Windws Vista Business Editin (64 & 32-bit), Windws Server 2003 Enterprise Editin(64 & 32-bit), Windws XP Prfessinal Editin (64 & 32-bit),Windws Server 2000 Standard Editin, r Windws MB minimum f RAM, 512 MB preferred 50 MB free space n hard drive, 100 MB recmmended Hayes cmpatible mdem (capable f 1200 baud r less) with an analg phne line OR an Internet cnnectin CD-ROM drive - 6 -

7 Merchant Accunt 600 MHz r higher prcessr MS Internet Explrer v6 r higher Latest MS service packs installed Optinal Track I & II reader Check Reader/Scanner Debit Card PIN pad Windws cmpatible receipt printer 17. What shuld I d if I keep getting a result f INVALID TERMINAL ID? Access the Credit Card Cmpany Setup windw and very that yur Merchant Number is crrect. T d s, click Setup Credit Card Cmpany. Cntact yur Merchant Service Prvider t cnfirm that yu have the crrect merchant number. In the same Credit Card Cmpany Setup windw, verify that yu're using the crrect phne numbers. If all numbers are crrect r yu need t change yur merchant number, cntact the PCCharge Technical Supprt Department at Hw d I knw wh my credit card prcessing cmpany is? T find ut which credit card prcessing cmpany yu're using, access the Credit Card Cmpany Setup windw and very that yur Merchant Number is crrect. T d s, click Setup Credit Card Cmpany. Cntact yur Merchant Service Prvider t cnfirm that yu have the crrect merchant number. 19. I can prcess Visa and MasterCard transactins, but I cannt prcess American Express r Discver cards? Yur accunt may nt be cnfigured t accept that type f card. Cntact yur Merchant Services Prvider and cnfirm that yur accunt can prcess that type f card befre enabling the acceptance f that card in the Setup Cnfigure System area. 20. Hw d I change my PCCharge passwrd? The System passwrd must created at the first startup f PCCharge. If System wants t change their passwrd r any ther cashier s passwrd, the System user must lg int PCCharge and g t Setup Cashier Privileges. Once in the cashier privileges area, the System user will click n the cashier whse passwrd needs t be changed and then click the Enter key. This will bring up a windw where the passwrd can be changed. Please nte that if System is changing any ther cashier s passwrd ther than its wn, that cashier will be prmpted t create a new passwrd - 7 -

8 when they lg int the sftware. This is t insure passwrd integrity. 21. Hw d I make/edit a cnfiguratin disk? Click Utilities Cnfiguratin Disk. Select Update/Create Cnfiguratin Disk. Create a blank directry smewhere n yur cmputer where yu can easily relcate it. Call it PCCharge Cnfig. Click Utilities Cnfiguratin Disk. Select Update/Create Cnfig Disk. Click OK Click Yes. Navigate t the PCCharge Cnfig directry yu created. Yur cnfiguratin files will be cpied t this directry. Once the files have been cpied, yu may write these t a CD using yur CD-writer n yur cmputer. Label the CD "PCCharge Cnfiguratin Disk". 22. Why is my printer nt printing receipts? Click Setup Printer Receipt Printer. Verify that the crrect printer is selected. If yu're prcessing a Pre-Auth transactin, verify that the bx labeled Print Receipts fr Pre- Auths is checked. Verify that the Number f Cpies is set t ne r mre. 23. Why can't I see the whle credit card number in my reprts? The credit card accunt numbers in PCCharge's reprts are bscured fr yur prtectin and yur custmers' prtectin. T btain individual card numbers, determine the TROUTD f the transactin in questin (shwn in the PCCharge reprts). Return t the main PCCharge screen. Click Utilities Retrieve Accunt Number. Enter the TROUTD, click OK, and PCCharge will display that accunt number. 24. Hw can I stp PCCharge frm asking me if I want add a ticket number r address verificatin infrmatin when I prcess transactins? Access the Cnfigure System/Preferences windw. T d s, click Setup Cnfigure System. Uncheck the bx labeled Prmpt fr CPS 2000 qualifiers. Click OK. Yu will n lnger be prmpted fr the additinal infrmatin. **If yu are prcessing manually keyed transactins, nt entering this additinal infrmatin can affect yur prcessing rates. Check with yur Merchant Services Prvider t find ut mre abut this additinal data. 25. Hw can I prcess several transactins at nce, r as a batch? Click File New. This interface will allw yu enter as many transactins as yu need. The far left clumn will allw yu t specify the type f transactin yu wish t perfrm. Check the bttm f the windw fr the transactin cde key

9 Scrll frm left t right t enter all transactin infrmatin each line. Click in next rw t enter the infrmatin fr the next transactin. Click OK when yu're dne. Type in the name f yur file in the File Name field and click Save. T prcess the transactins yu just saved, click File Imprt. Select the file yu saved. Click Open. PCCharge will display the number f the transactins in the file and the balance. Click OK. PCCharge will cntact the credit card prcessing cmpany and prcess the transactins. 26. What kind f encryptin des PCCharge use when prcessing TCP/IP (Internet) transactins? PCCharge uses SSL encryptin t prtect TCP/IP (Internet) transactins and merchant infrmatin frm being recrded and used t make fraudulent transactins. The strength f the SSL encryptins depends n yur Internet brwser's capabilities. Fr example, Micrsft's Internet Explrer can supprt 128-bit SSL encryptin. Thus, a cmputer prcessing TCP/IP transactins via PCCharge wuld be transmitting 128-bit SSL-encrypted transactins. The fllwing definitin f SSL was taken frm SSL: Shrt fr Secure Sckets Layer, a prtcl develped by Netscape fr transmitting private dcuments via the Internet. SSL wrks by using a public key t encrypt data that's transferred ver the SSL cnnectin. Bth Netscape Navigatr and Internet Explrer supprt SSL, and many Web sites use the prtcl t btain cnfidential user infrmatin, such as credit card numbers. By cnventin, Web pages that require an SSL cnnectin start with https: instead f Anther prtcl fr transmitting data securely ver the Wrld Wide Web is Secure HTTP (S-HTTP). Whereas SSL creates a secure cnnectin between a client and a server, ver which any amunt f data can be sent securely, S-HTTP is designed t transmit individual messages securely. SSL and S-HTTP, therefre, can be seen as cmplementary rather than cmpeting technlgies. Bth prtcls have been apprved by the Internet Engineering Task Frce (IETF) as a standard. 27. Hw shuld I enter my cmpany name in the Cmpany Infrmatin windw? Is the field casesensitive? Make sure that yu enter exactly the same infrmatin int this windw that yur credit card prcessing cmpany has n file. PCCharge will autmatically change the case t upper case letters. The majrity f prcessrs require merchant infrmatin t be in upper case. Incnsistent infrmatin may cause transactin prcessing and/r end-f-day functins t fail with certain credit card prcessing cmpanies. Yu shuld verify that yur credit card prcessing cmpany has the crrect, mst current cmpany infrmatin. 27. Can I use remte access with PCCharge? We currently d nt supprt accessing PCCharge via Windws Remte Desktp, Virtual Private Netwrk (VPN), r any ther remte interface applicatin. Prgrams like these allw PCCharge t initiate multiple instances f itself, causing lst transactins, duplicate charges, and database - 9 -

10 crruptin. Instead, we recmmend that yu use either PCCharge Client r PCCharge DevKit (via integratin) t access the PCCharge Server. 28. Can PCCharge perate in a Terminal Services envirnment? PCCharge is nt supprted in a Terminal Service envirnment. Terminal Services allws multiple instances f the same applicatin t run simultaneusly. PCCharge cannt be supprted in such an envirnment. Running multiple instances f PCCharge ften results in duplicate charges and lst transactins. September 2010 VeriFne, Inc. All rights reserved. VeriFne, the VeriFne lg and PCCharge are either trademarks r registered trademarks f VeriFne in the United States and/r ther cuntries. All features and specificatins are subject t change withut ntice