Terminal FAQs

FAQs - Applicable to Ingenico TMS Series (Move3500, Move5000 or Desk5000)

How do I process a sale? (Card Present)

Simply key in the desired amount
Press ‘Enter’
The customer can pay via contactless (up to £100) or chip & PIN
Once processed successfully the receipt will print and read ‘APPROVED’
Keep your merchant copy of the receipt

To note; if using contactless, print the customer copy of the receipt by pressing Menu x 3, followed by ‘Duplicate’

How do I process a sale? (Card not Present)

Press Menu once
Select ‘Mail Order’
Select ‘Sale’
Enter the card number, expiry and CVV code
Press Enter
Once approved, the terminal will print a copy of the receipt

To note; we would recommend using pay-links or Open Banking (available on our Blink portal), as these are far more secure methods of payment!

How do I refund? (Card Present)

Press Menu once
Select ‘Refund’ (F2)
Enter your Supervisor Code
Enter the refund amount and press ‘Enter’
Ask the customer to insert their card
Once the transaction is approved/refund accepted, the terminal will print the merchant copy, which the customer must sign
Verify the customer’s signature and retain your copy

How do I refund? (Card Not Present)

Press Menu once
Select ‘Mail Order’
Select ‘Refund’
Enter your Supervisor Code
Enter the card details
Once approved, the terminal will print a receipt

How do I take an initial Pre-Auth?

Press menu x 3
Head to ‘Hotel’
Select ‘Pre-Auth’

It will prompt you to insert or swipe the card
If you start typing numbers (if a MOTO transaction) it will allow you to proceed with this method (over the phone, customer is not present), you will need the long card number, CVV code etcetera
You will then be asked to enter the amount
Press the green key
The terminal will check the card
Customer will be prompted for PIN entry (if applicable)
The terminal will display an approved or declined message
Receipt printed (merchant copy)
Remove card
Receipt printed (customer copy)

How do I Complete a Pre-Auth?

A Completion (COMPLETE) transaction requires the most recent authorisation code and the total amount of all pre-auths, in addition to the final amount to be debited from the customer’s card. This transaction will require a signature check and the acquirer will capture the transaction details, so the customer’s bank account is debited.

Press menu x 3
Head to hotel
Select Completion

Insert the card, or key in the long card number (for MOTO, CNP)
Enter the final amount
Key in the sum of all pre-auths taken to date for this card

Terminal will request the first pre-auth code to be entered
Customer will be prompted for PIN entry (if applicable)
The terminal will display an approved or declined message
Receipt printed (merchant copy)
Remove card
Receipt printed (customer copy)

How do I refund an Apple Pay transaction?

Press Menu once
Select ‘Mail Order’
Select ‘Refund’
Enter your Supervisor Code
Enter the Payment Card Device Account Number . The customer now needs to tap the card they want to refund.

Your customer can find their Payment Card Device Account Number (card and device specific) in the Wallet & Apple Pay Settings on the device used to make the purchase.

Once approved, the terminal will print a receipt.

How to Test your Connection (TMS CALL)

Press menu twice (bulls eye button)
Select supervisor
Enter the code
Press menu again
Select 'call TMS'
If a connection is made via your chosen method, it will run through a configuration
The receipt should read 'TMS call - Connected 'OK' and Config Data 'OK'

How do I do access reporting and EOD on the terminal?

Press the menu button twice, select ‘reports’ - from there you will see EOD, banking, X balance and Z balance

X REPORT - ‘MID SHIFT

The X report is intended to be mid-shift snapshot of what has transacted on the card machine from the beginning of the shift until the present moment.

Prints out every transaction that has or hasn’t been batched.
The totals will remain on the card machine.

Z REPORT – ‘END SHIFT’

The Z report is intended to be an overview of the card machine’s entire shift from open to close.

Prints out every transaction that has or hasn’t been batched.
The totals on the card machine will be reset to zero.

EOD

An EOD sends the total earnings to the bank for batching and settlement into the depositing

account, a one touch function the prints out both the Z report and Banking report, this must be

done at the end of each trading day

BANKING

This indicates total value of transactions that have been processed and shows that the totals have been confirmed by the acquirer.

How do I test the terminal’s connection?

Press menu twice (bulls eye button)
Select supervisor
Enter the code
Press menu again
Select 'call TMS'
If a connection is made via your chosen method, it will run through a configuration
The receipt should read 'TMS call - Connected 'OK' and Config Data 'OK'

What do I do if I see error code '4444'? (please run an EOD if you have taken payments on this trading day)

Press menu twice
Select supervisor
Enter the code
Select password
Select MAC re-set 'all'

How do I change the default supervisor code?

Please call the help desk - 0345 481 2178

How do I print a duplicate receipt?

To print a duplicate of the last transaction processed press three Menu times, then select 'DUPLICATE' and press enter