Ingenico IWL220 GPRS Quick Reference Manual

iWL220 & iWL250 Mobile GPRS Terminal

Quick Reference Guide

1

123Send / 123Hire Mobile GPRS Terminal

INDEX PAGE

Glossary of Terms 2

Model Overview 3

Getting Started 4

Terminal Layout 5

Till Rolls 7

Terminal Passwords 8

Changing Your Supervisor Password 9

Changing Your Refund Password 11

Processing a Payment 13

Contactless 14

Chip and PIN Payments 16

Magnetic Swipe Payments 18

Customer Not Present (CNP)/ Mail Order 19

Processing a Refund 21

Chip and PIN Refund 22

Magnetic Swipe Refund 24

Customer Not Present (CNP)/ Mail Order 25

123Roaming SIM 26

Installation instructions 27

Manually selecting your network 29

Processing a Banking Report 31

Troubleshooting 33

Terminal Management 38

Terminal Menu Structure 39

Additional Services 40

Contact Numbers 41

Cover page image - iWL250 model

2

Glossary Of Terms

Term

Definition

Acquirer / Payment Processing

Provider

Your acquirer / payment processing provider is a processing house where all of your

transactions are authorised, processed and settled to your designated bank account.

Banking Window

This is a specific time slot, set by your payment processing provider, when you should

carry out a Banking Report on the terminal to confirm the transactions that have been

processed with your payment processing provider.

CNP

Customer Not Present - This is a feature that enables you to take transactions over the

telephone or by mail order. You must ensure you have all of the relevant customer details

before proceeding with this type of transaction.

Processing CNP transactions is subject to your merchant services agreement and this

type of transaction may incur additional charges. Please speak with your payment

processing provider if you require confirmation.

GPRS

General Packet Radio Service – This is the technology used to transmit the transaction

data to your payment processing provider. Please note your terminals are not 3G

compatible.

Heartbeat

The terminal has a built in system that connects automatically to the TMS every 4 weeks.

This is to ensure the software on the terminal is up to date.

MID

Merchant Identification – This is a unique number that is assigned to your Company by

your payment processing provider

Personal Identification Number – The customer’s personal number that they enter

when making payment. This number is not to be divulged to anyone.

TID

Terminal Identification - This is a unique number that is assigned to your terminal to

ensure the correct details are being used for your company. You can find your TID on

your receipt and you should have this number to hand prior to calling the Helpdesk.

TMS

Terminal Management System – This is the application that 123Send / 123Hire use to

configure your terminal.

Contactless

This is a new form of payment type that allows contactless enabled cards to authorise a

transaction by placing the payment card over the screen on the terminal.

3

Model Overview

This reference guide covers both the iWL220 and the iWL250. The chart below explains how the terminals differ.

iWL220

iWL250

Contactless

Colour

Screen

MonoScreen

GPRS

GSM

Gratuity

Roaming

SIM

iWL220

Mobile

GPRS

✓

x

✓

iWL250

Mobile

GPRS

✓

x

✓

4

Getting Started

BATTERY INFORMATION:

Please ensure that you charge the battery for a minimum of 6 hours before use.

The battery can only be recharged when in the terminal, using the supplied base unit or in-car charger.

While the battery is charging, the battery icon will light up

For maximum efficiency, we recommend charging the battery at ambient temperatures (between 15 and 25 C).

For maximum performance, it is recommended to change your battery pack every two years.

It is normal for the battery and base to heat up slightly when charging.

If the battery symbol shows empty , and the terminal displays a “Battery Low” warning then you should

recharge the terminal battery as soon as possible for a minimum of 6 hours.

If the terminal displays a “Battery too low” warning and powers off, then the battery must be recharged for a

minimum of 6 hours before further use of your terminal will be possible.

DO NOT attempt to use your terminal without its battery pack.

DO NOT attempt to open the battery pack. There are no user-serviceable components.

DO NOT remove the battery pack from the terminal for extended periods of time.

DO NOT discard old or broken battery packs. Return them to your terminal

supplier for correct recycling.

DO NOT leave on constant charge as this will have a degrading effect on the

batteries life span.

Within your delivery, you should have the following:

1. GPRS Terminal

2. Mains charging lead (fits into base station)

3. Base station for terminal

4. One full till roll (inside the terminal)

5. SIM CARD – this will already be installed in the terminal

6. Any additional accessories you have ordered

If any of these items are missing, please call our Technical Helpdesk on 0800 54 24 123 within 48 hours of

receipt.

Only use approved chargers provided by 123Send / 123Hire

5

Terminal Layout – iWL220

Please note that all screenshots used in the document are of the iWL250 model

Printer

Chip & PIN Slot

Magnetic Strip

Enter/ Power

On Button

Back

Space/Printer

Feed Button

Display

Date and Time

Battery Icon

Network

Signal

Strength

(0-5 Bars)

Terminal

Status

6

Terminal Layout – iWL250

Screen Layout

Printer

Function

Buttons

Keypad

Chip & PIN Slot

Magnetic Strip

Enter/ Power

On Button

Back

Space/Printer

Feed Button

Cancel Button

Menu Button

Display

Battery Icon

Signal

Strength

Network

Date and Time

Terminal

Status

7

Till Rolls

Changing Till Rolls

We recommend that you only use 123Send / 123Hire approved thermal paper. This can be purchased by calling 0800

54 24 123*.

To replace the till roll please follow the steps below:

Open the paper housing cover

by pulling the catch upwards.

Do not be too forceful as this

may damage the terminal.

Remove the remaining roll or

the inner tube.

Un-stick the paper at the start of

the new roll and insert. Close

the paper housing cover by

pressing the cover closed to

engage the two catches.

Press and hold the Yellow

button when the terminal is

powered up. This will feed the

till roll through

Till Roll Text

If you wish to amend the till roll text please contact our Technical Helpdesk on 0800 54 24 123. Please note there can

only be a maximum of 24 characters, including spaces, per line.

123Send / 123Hire

120 Leman Street

0800 54 24 123

MID: 897654321

TID: 12345678

HANDSET 1

VISA DEBIT

AID: A000000031010

VISADEBIT

************ 1230

EXP 04/12

SALE

AMOUNT £123.00

TOTAL £123.00

PIN VERIFIED

THANK YOU FOR YOUR CUSTOM

CUSTOMER COPY

PLEASE RETAIN

Till Roll Text Line 1

Till Roll Text Line 2

Till Roll Text Line 3

Merchant Identification Number (MID)

Terminal Identification Number (TID)

Handset Number

Card Type

Payment Processor’s Reference

Card Type

Card Number

Expiry Date

Amount

Total

8

Terminal Passwords

1. Supervisor Password

Your Supervisor Password is there to minimise the risk of fraudulent sales being processed. We recommend that you

change your password before commencing trading, for step by step instructions on how to do this, please see page 9.

2. Refund Password

This password must be entered prior to completing a refund. To change this, please follow the steps on page 11.

3. Referral Password

This is the same as your Supervisor Password and must be entered before entering an Authorisation Code. The

Referral Password cannot be changed and will remain the same as your Supervisor Password. When your Supervisor

Password is changed, your Referral Password will automatically update.

For further information regarding your password, please see your Welcome Email.

9

Changing Your Password

Supervisor Password

Your terminal has several security features enabled to minimise the risk of fraudulent transactions/refunds being

processed. One such feature is a Supervisor Password which must be entered when processing refunds and banking

reports.

123Send / 123Hire recommend that you change your password upon receipt of your terminal. To change your

password, please follow the steps below:

TERMINAL DISPLAY

DESCRIPTION

Press Menu button twice

Press F3

Due to recent changes some payment processing providers insist the password is

amended before the terminal is dispatched. The default password can be found on the

confirmation letter that was emailed or posted to you. Enter the default password*

Press F2

Press F4

Enter New Password and Press OK

Re-Enter Password and Press OK

Your Password is now changed.

10

Changing Your Password (continued)

Please ensure the safekeeping of the password and do not disclose it to anyone outside of your company. You are

able to change your password as many times as you wish.

*If you have forgotten the Supervisor Password please call our Technical Helpdesk on

0800 54 24 123 and, after verifying your identity, they will reset this back to the default password.

11

Changing Your Password (continued)

Refund Password

Your terminal has a Refund Password function. When you receive your terminal this password will be the same as the

Supervisor Password. The Supervisor Password must be entered before processing a refund. To change your

Refund Password please follow the instructions below. Please note your Supervisor Password will remain unchanged.

TERMINAL DISPLAY

DESCRIPTION

Press the Menu button twice

Press F3

Due to the recent changes some payment processing providers insist the password is

amended before the terminal is dispatched.

Enter Default Password (see page 9)

Press F2

Press F4

Press F2

Press OK

12

Changing Your Password (continued)

TERMINAL DISPLAY

DESCRIPTION

Your Password is now changed.

13

Processing Payments

Your terminal is configured to take 4 different types of payment, dependant on your payment processing provider

settings. The terminal is set up to accept payments in a priority method, as listed below.

1 Contactless Payments (Payment Processor Dependent)

A contactless payment may only be taken when the customer has the contactless feature enabled

on their card. The customer card will display the contactless logo in the top right hand corner of the card.

There is a limit imposed regarding the maximum value of a contactless transaction, please refer to your Merchant

Operating Instructions to confirm the amount. You can override this feature by inserting the card into the Chip and PIN

slot.

2 Chip and PIN Payments

In the UK nearly all credit or debit cards have a chip embedded into the card. Currently there is no

limit imposed on the maximum limit of a transaction. However, the customer’s card may have a

maximum limit, this will not restrict you from transacting, but it will require you to call the

Authorisation Centre for a code that you must enter into the terminal before completing the

transaction.

3 Magnetic Swipe Payment

A large number of non-UK issued credit and debit cards do not have a chip embedded in the card. You can process a

payment using the magnetic swipe function on the right hand side of the terminal. A magnetic swipe processed

transaction may incur additional processing costs levied by your payment processing provider. Please speak with your

payment processor if you require confirmation.

4 Customer Not Present/ Mail Order

Your terminal is configured to allow you to take payments over the telephone or via mail order. If you wish to use this

method of payment, please contact your payment processing provider to ensure that your Merchant account is able to

accept this type of payment.

Please ensure that you always have your back up swipe machine easily accessible if your payment processor

provides one. Refer to your payment processor’s Merchant Operating Instructions on Magnetic Swipe Payments and

how to process them, just in case you experience any technical issues with your terminal that cannot be resolved by

our Technical Helpdesk in the short term.

14

Processing A Contactless Payment

Your terminal has the latest software that enables you to take contactless payments. Please be aware that even if the

customer’s card allows contactless transactions, the terminal may ask you to process the sale by using either the Chip

& PIN function or by using the Magnetic Swipe. This is due to a security feature that means after a certain number of

contactless transactions, the customer will need to either enter their PIN to pay or use their card at an ATM. To

process a contactless transaction follow the steps below. Please note that you need to ensure the customer’s card

has this facility enabled. If it does, it will have the contactless logo in the top right hand corner of the card.

TERMINAL DISPLAY

DESCRIPTION

Enter the transaction amount into the terminal. Please refer to your Merchant Operating

Instructions for confirmation of the maximum transaction value.

Ask the customer to place their card on the terminal screen.

The terminal will not ask the customer to enter their PIN number. Once the transaction

has been processed the terminal will display ‘Approved’

Once complete the terminal will return to the ‘Ready’ screen

No receipt will be printed, if the customer requires a receipt please see the following page.

15

Processing A Contactless Payment (continued)

The terminal will not automatically print a receipt for a contactless payment. If the card holder requires a receipt you

will need to select a duplicate copy by following the steps below:

TERMINAL DISPLAY

DESCRIPTION

Press Menu 3 times

Press F4 for Duplicate

The terminal will then print out the receipt and return to the ‘Ready’ screen

16

Processing A Chip And PIN Payment

TERMINAL DISPLAY

DESCRIPTION

Insert the Customer Card into the reader with the chip facing up and towards the keypad.

The terminal will check the card type, then display the screen shown left

Key in the amount in pence

(i.e. 1545 for £15.45) then press OK

The screen will now display the value of the transaction.

If your terminal and merchant account has the cashback facility enabled, please enter the

required amount. This amount is limited to a maximum of £100.00. If you wish to add this

to your terminal, please call our Technical Helpdesk on 0800 54 24 123

The screen will now display the amount entered for the customer to confirm and enter

their PIN.

Hand the terminal to the customer

Using the keypad ask the customer to enter their 4 digit PIN, then press OK

The terminal will confirm the PIN entered is correct and then prompt the customer to hand

the terminal back to the merchant. If the PIN number entered is incorrect the terminal will

prompt them to re-enter. The customer has 3 attempts to get it right.

The terminal will make connection to the payment processor’s system to obtain an

Authorisation Code. Ensure the card is not removed during this process as it will VOID

the transaction.

The first receipt printed is the merchant copy, tear this off and then press OK to print the

customer copy.

17

Processing A Chip And PIN Payment (continued)

TERMINAL DISPLAY

DESCRIPTION

Remove the card and tear off the customer copy. Check that the transaction has been

approved and not declined, void or cancelled.

The terminal is now ready to take the next transaction.

If the terminal shows “Call Auth Centre” Please call your payment processing provider.

The telephone number will be displayed on the screen. Follow the on screen prompts.

All queries relating to payments that are being paid into your bank account must be directed to your payment

processing provider.

You must only enter the Authorisation Code provided to you by the Authorisation Centre. Failure to do so

could result in the money not being paid into your account.

18

Processing A Magnetic Swipe Payment

If a customer’s card does not have a chip then you can process the payment using the swipe function located on the

right hand side of the terminal.

TERMINAL DISPLAY

DESCRIPTION

Enter the amount to be charged in pence

Swipe the customer’s card with the magnetic strip on the card facing downwards towards

the terminal.

The terminal will then connect to your payment processing provider for authorisation

If the transaction has been approved an authorisation code will appear on the screen. If

the transaction has not been authorised the terminal will display Void, Declined or Call

Auth Centre

Once it has been authorised it will print off a receipt for the customer to sign. You must

retain this as your Merchant Copy

Check the signature.

Press F1 for an invalid signature

Press F2 for a valid signature

If the signatures match then the terminal will print a copy of the receipt. This must be

handed to the customer for them to retain as the Customer Copy

Once complete the terminal will return to the ‘Ready’ screen

You must only enter the Authorisation Code provided to you by the Authorisation Centre. Failure to do so

could result in the money not being paid into your account.

19

Processing A Mail Order / Customer Not Present (CNP) Payment

TERMINAL DISPLAY

DESCRIPTION

On the Ready screen press the Menu button once. This will bring up a list of options

Select MAILORDER by pressing F1 on the keypad

To complete a Mail Order Sale select F4 on the keypad. You will be prompted to key in

the long card number

Using the keypad enter the long number on the card. The terminal will check the card

type and display it on the screen

Using the keypad enter the 4 digit expiry date. If the expiry date appears as 11/12 on the

card, then key in 1112 then press OK

The CSC number can generally be found on the Signature Strip (on the back of the card)

and is the last 3 digits

Key in the numbers from the CARDHOLDER’S Postcode (i.e. for HA7 2JE key in 72) then

press OK

Key in the numbers from the CARDHOLDER’S address (i.e. 412 for 4A, 12 High Street)

then press OK. If there is no house number then leave blank and just press OK

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