Installing the terminal is simple. Once you’ve completed the setup steps on our tv tutorials page, you’ll be ready to start processing transactions.
Customer Service
Elavon Customer Service: 0818 20 21 20
Opayo Product Support: 01 240 8731
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We take the time to evaluate your particular business situation and match you to the best solution for your unique needs. Our range of tools, products and solutions will simplify your life and increase the profitability of your business.
- If you have fixed points of sale our countertop terminal is perfectly suited
- If you operate in a roaming environment then our portable Bluetooth, cradle-based terminal is for you.
- And if you are more mobile or function away from telephone lines, turns your Smartphone or tablet into a mobile payment terminal with MobileMerchant a GPRS based terminal (which uses the same technology as a mobile phone)
Ingenico - An at-a-glance guide to managing your terminal
If you experience minor problems with your terminal it’s good to know that you have the answers to hand. This overview of messages and available options with description and instructions will help you to resolve most technical problems in minutes.
Messages
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Message: |
Referral B, Call Auth Centre |
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Solution: |
Please call Authorization Centre on: |
Message:
Referral B, Call Auth Centre
Solution:
Please call Authorization Centre on:
UK 0345 850 0197
ROI 1850 30 31 30
To obtain an authorization code that will allow you to perform Force transaction on the terminal.
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Message: |
Transaction Declined |
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Solution: |
This is a genuine message from the Bank. Please ask your customer to consider other forms of payment. If the customer is concerned please refer them to their card issuer (the Bank). Please note that when the card has reached its limit, then transactions can also decline. |
Message:
Transaction Declined
Solution:
This is a genuine message from the Bank. Please ask your customer to consider other forms of payment. If the customer is concerned please refer them to their card issuer (the Bank). Please note that when the card has reached its limit, then transactions can also decline.
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Message: |
Batch Not Empty. Please Batch Off |
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Solution: |
Please send Batch manually from the terminal. |
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How? |
> F > Batch > End of Day |
Message:
Batch Not Empty. Please Batch Off
Solution:
Please send Batch manually from the terminal.
How?
> F > Batch > End of Day
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Message: |
Copy of Last End Of Day banking (Saved EOD) |
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Solution: |
You can re-print your last successful End of Day report via the Reports menu. |
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How? |
> F > Reports > Saved EOD (NB: The terminal may ask for the user password) |
Message:
Copy of Last End Of Day banking (Saved EOD)
Solution:
You can re-print your last successful End of Day report via the Reports menu.
How?
> F > Reports > Saved EOD (NB: The terminal may ask for the user password)
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Message: |
Connection Failure (terminal connecting via GPRS network) |
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Solution: |
if the GPRS/3G terminal is failing to connect please turn the terminal OFF by holding ’Yellow’ and ‘Dot’ keys together. To power back on press ’Green’ button. |
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How? |
> F > Terminal > Terminal Config > ’Green’ on the Profile number screen > Edit GPRS Network? > YES > Edit > Automatic Registration? > YES |
Message:
Connection Failure (terminal connecting via GPRS network)
Solution:
if the GPRS/3G terminal is failing to connect please turn the terminal OFF by holding ’Yellow’ and ‘Dot’ keys together. To power back on press ’Green’ button.
How?
> F > Terminal > Terminal Config > ’Green’ on the Profile number screen > Edit GPRS Network? > YES > Edit > Automatic Registration? > YES
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Message: |
Terminal keeps printing last receipt |
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Solution: |
When the transaction is authorized, the terminal will print Merchant and Customer receipt. After each copy, the terminal will give you an option to Reprint or press OK on the bottom of the screen. If the receipt is clear and correct please select OK by pressing button just under the screen as outlined below: |
Message:
Terminal keeps printing last receipt
Solution:
When the transaction is authorized, the terminal will print Merchant and Customer receipt. After each copy, the terminal will give you an option to Reprint or press OK on the bottom of the screen. If the receipt is clear and correct please select OK by pressing button just under the screen as outlined below:
Procedure
Pre-Authorization Procedure
(NB: This function is only available for some business types, such as hotels, car rentals and cruise liners.)
Below you can find an overview of options available if you have a pre-authorization functionality enabled on your terminal.
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Pre-Authorization Transaction (Check In): |
> F > Pre-authorization > Swipe, Key or Insert Card > If Card Keyed terminal will ask for Expiry > Date > Customer is Present? > If not CVV Number is... > Pre-authorized Amount |
Pre-Authorization Transaction (Check In):
How?
> F > Pre-authorization > Swipe, Key or Insert Card > If Card Keyed terminal will ask for Expiry > Date > Customer is Present? > If not CVV Number is... > Pre-authorized Amount
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Completion (Check In): |
> F > Completion > Swipe, Key or Insert Card > Is your customer present? > If not CVV2 Number is... > Completion Amount > Enter Host Reference No (from the Pre-authorization receipt) If the Completion is not done within timescale the funds will be released back to the cardholder. |
Completion (Check In):
How?
> F > Completion > Swipe, Key or Insert Card > Is your customer present? > If not CVV2 Number is... > Completion Amount > Enter Host Reference No (from the Pre-authorization receipt) If the Completion is not done within timescale the funds will be released back to the cardholder.
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Pre-Authorization Reversal (Cancelling Pre-authorization): |
> F > Pre-authorization Reversal > Swipe, Key or Insert Card > If the Card is Keyed, the terminal will ask for an Expiry Date > Customer is Present? > If not CVV Number is... > Pre-authorized Amount > Enter Host Reference No (from the Pre-authorization receipt) |
Pre-Authorization Reversal (Cancelling Pre-authorization):
How?
> F > Pre-authorization Reversal > Swipe, Key or Insert Card > If the Card is Keyed, the terminal will ask for an Expiry Date > Customer is Present? > If not CVV Number is... > Pre-authorized Amount > Enter Host Reference No (from the Pre-authorization receipt)
Refund Procedure
(NB: This function may not be available or it could be password protected depending upon the terms of your agreement with Elavon)
A refund should only be processed if the original transaction was already batched from your terminal. Please note that refunds can ONLY be done on the same card that was originally charged. We kindly ask you to always confirm with the customer that the refund is processed on the same card. Refunds are processed in the same way as a standard sale is processed. The cardholder will see the funds within 3-10 working days – although this depends on their issuing Bank.
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Customer Present |
> F > Refund > Enter amount > Insert card > Enter your PASSWORD (if applicable) > Terminal will connect to process refund |
Customer Present
How?
> F > Refund > Enter amount > Insert card > Enter your PASSWORD (if applicable) > Terminal will connect to process refund
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Customer Not Present |
> F > Refund > Enter amount > Key in the card number > Enter your PASSWORD (if applicable) > Insert expiry date on the card > Customer present > Select No > Terminal will connect to process refund |
Customer Not Present
How?
> F > Refund > Enter amount > Key in the card number > Enter your PASSWORD (if applicable) > Insert expiry date on the card > Customer present > Select No > Terminal will connect to process refund
Void Procedure
(NB: This function may not be available or it could be password protected depending upon the terms of your agreement with Elavon)
The void option can be used when a transaction is still pending in the current batch (End of Day report was not yet sent). Please note that the cardholder will see the funds as blocked on the account however their Bank will release the block usually within 24h – this depends on the Bank.
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Customer Not Present |
> F > Void > Enter your PASSWORD > Enter the INVOICE NUMBER from the original transaction receipt > Confirm the amount to be voided |
Customer Not Present
How?
> F > Void > Enter your PASSWORD > Enter the INVOICE NUMBER from the original transaction receipt > Confirm the amount to be voided
These instructions are only applicable for Elavon provided Ingenico Point of Sale (POS) devices. Other vendors may have different process flows for the equivalent transaction type.
- Press the F key to invoke the payment on a Telium 2 device/press the silver key on Tetra select MOTO SALE and enter the Card number into the terminal
- Enter the Card expiry date and press Enter
- Enter the security code (this is the CVV2 number)
- If no CVV2 number available press ‘Enter’ and proceed to step 3
- If it is a UK profile, the terminal will prompt for Address Verification - Indicate if the CVV2 number is:
- Not Present – if selected, enter AVS details and press Enter
- Present – enter CVV2 and press Enter, then enter AVS details
- Illegible – if selected, terminal will prompt for AVS details
- Absent – if selected, terminal will prompt for AVS details - Enter the Sale amount and press Enter, select cardholder currency or merchant currency if prompted for DCC
- Select Enter or OK for AVS response displayed on screen
- Remove merchant copy receipt by tearing
- Press Enter
- Remove cardholder copy receipt by tearing
NOTE: AVS available on UK profiles only
If the profile is set up as MOTO the MOTO sale will be available in main menu. If it is setup as different profile type (retail or Restaurant) the MOTO sale can be found in the New Trans menu.
Terminal pre-requisite checklist
Merchant operating guide
Ingenico Desk 5000 quick start guide
Ingenico Move 5000 quick start guide
Elavon Terms of Service Ireland
Elavon Terms of Service French
Elavon Terms of Service Spanish
Elavon Terms of Service Dutch
Helping thousands of customers around the world grow their business through payments
Customer service and support
We’re here to help!
Customer service: 0818 20 21 20
8am to 6pm, Monday to Friday
Elavon technical support: 0818 30 31 30
24 hours a day, 365 days a year
Opayo product support: 01 240 8731
24 hours a day, 365 days a year
Copyright© 2024 | U.S. Bank Europe DAC. Registered in Ireland – Number 418442. Registered Office: Block F1, Cherrywood Business Park, Dublin 18, D18 W2X7, Ireland.
U.S. Bank Europe DAC, trading as Elavon Merchant Services, is regulated by the Central Bank of Ireland.
Helping thousands of customers around the world grow their business through payments
Customer service and support
We’re here to help!
Customer service: 0818 20 21 20
8am to 6pm, Monday to Friday
Elavon technical support: 0818 30 31 30
24 hours a day, 365 days a year
Opayo product support: 01 240 8731
24 hours a day, 365 days a year
Copyright© 2024 | U.S. Bank Europe DAC. Registered in Ireland – Number 418442. Registered Office: Block F1, Cherrywood Business Park, Dublin 18, D18 W2X7, Ireland.
U.S. Bank Europe DAC, trading as Elavon Merchant Services, is regulated by the Central Bank of Ireland.
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