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Your QuickTroubleshooterAn at-a-glance guide tomanaging your terminal
If you experience minor problems with your terminal it’s goodto know that you have the answers to hand. This overview ofmessages and available options with description and instructionswill help you to resolve most technical problems in minutes.MessagesMessage:Referral B, Call Auth CentreSolution:Please call Authorization Centre on:UK 0345 850 0197ROI 1850 30 31 30 To obtain an authorization code that will allow you to perform Force transaction on the terminal.How? F New Trans ForceMessage:Transaction DeclinedSolution: This is a genuine message from the Bank. Please ask your customer to consider other formsof 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:Batch Not Empty. Please Batch OffSolution:Please send Batch manually from the terminal.How? F Batch End of DayMessage: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)2 Your Quick Troubleshooter
Message:Connection Failure (terminal connecting via GPRS network)Solution: if the GPRS/3G terminal is failing to connect please turn the terminal OFF byholding ’Yellow’ and ‘Dot’ keys together. To power back on press ’Green’ button.Automatic Network Registration:How? F Terminal Terminal Config ’Green’ on the Profile number screen Edit GPRS Network? YES E dit Automatic Registration? YESMessage:Terminal keeps printing last receiptSolution: 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 bottomof the screen. If the receipt is clear and correct please select OK by pressing button justunder the screen as outlined below:PRINTERPRINTERTear Receipt(Merchant Copy)ReprintOKiWL2503 Your Quick TroubleshooterPrinting.PRINTERTear Receipt(Customer Copy)ReprintiWL250OKiWL250
ProcedurePre-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 enabledon your terminal.Pre-Authorization Transaction (Check In):How? F Pre-authorization Swipe, Key or Insert Card If Card Keyed terminal will ask forExpiry Date Customer is Present? If not CVV Number is. Pre-authorized AmountCompletion (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 backto the cardholder.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 E nter Host Reference No (from the Pre-authorization receipt)4 Your Quick Troubleshooter
Refund Procedure(NB: This function may not be available or it could be password protected depending upon the termsof 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 kindlyask you to always confirm with the customer that the refund is processed on the same card. Refundsare processed in the same way as a standard sale is processed. The cardholder will see the fundswithin 3-10 working days – although this depends on their issuing Bank.Customer PresentHow? F Refund Enter amount Insert card Enter your PASSWORD (if applicable) Terminal will connect to process refundCustomer Not PresentHow? 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 refundVoid Procedure(NB: This function may not be available or it could be password protected depending upon the termsof your agreement with Elavon)The void option can be used when a transaction is still pending in the current batch (End of Day reportwas not yet sent). Please note that the cardholder will see the funds as blocked on the account howevertheir Bank will release the block usually within 24h – this depends on the Bank.How? F Void Enter your PASSWORD Enter the INVOICE NUMBER from the originaltransaction receipt C onfirm the amount to be voided5 Your Quick Troubleshooter
We hope you found these tips useful.UK 0345 850 0195 IRL 1850 202 120For technical and terminal query: choose option 1UK elavon.co.ukIRL elavon.ieFor statement and funding query: choose option 2Elavon Merchant Services, IDA Business Park, Arklow, Co Wicklow.Elavon Financial Services DAC Registered in Ireland with Companies Registration Office (Reg. No. 418442). Registered Office: Building 8 CherrywoodBusiness Park, Loughlinstown, Dublin, D18 W319, Ireland. Registered in England and Wales under the number BR009373. The liability of the memberis limited. Elavon Financial Services DAC, trading as Elavon Merchant Services, is regulated by the Central Bank of Ireland. United Kingdom branch isauthorised by Central Bank of Ireland and the Prudential Regulation Authority and subject to limited regulation by the Financial Conduct Authority andPrudential Regulation Authority. Details about the extent of our authorisation and regulation by the Prudential Regulation Authority, and regulation by theFinancial Conduct Authority are available from us on request.Y2241v1617
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
