barclaycard Flex User manual

Full user guide
Barclaycard Flex Terminal

Useful numbers (call charges apply)
Customer services: 0844 967 2808*
Authorisation: 0844 822 2000*/0844 824 5092*
Chargebacks: 0844 755 0094*
American Express: 0800 032 7216
Diners: 0845 850 0195
Supplies for your card machine
You can buy supplies, including till rolls and in-car chargers,
directly from our approved supplier, PDQ Consumables.
Contact them by (call charges apply)
Telephone: [phone]*
Fax: [phone]*
Web: pdqconsumables.com (to order online)
*Calls will cost no more than 7p per minute plus your phone company’s access charge (current at August 2018). Calls may be monitored or recorded in
order to maintain high levels of security and quality of service.

Contents
4Essentials
• Keeping your business safe
• Receiving your money
• Need to know more?
• Best practice
6Before you do anything
8Barclaycard Flex Terminal at a glance
10 Getting started
12 Installing Barclaycard Flex Terminal
19 Taking payments
• Chip and PIN
• Contactless
• Magnetic stripe
• Mail order and telephone
27 Refunds
29 End-of-day banking
31 Printing a transaction log
33 Changing the till roll
35 Problems using your card terminal?
• Common prompts
• Troubleshooting and more help
37 Important info
• Important safety information from Ingenico Ltd.
and best practice

4
Keeping your business safe
Taking card payments means that you’ll be handling personal
data from your customers, so you’ll need to make sure that
you keep their details secure. You may have heard about the
Payment Card Industry Data Security Standard (PCI DSS),
which helps to make sure that anyone handling card payments
does so securely. We’ll write to you again in two to three weeks
with more information, but for now there are a few simple
things you can do to help look after your business.
Keep your receipts locked away
Your card machine will print a ‘merchant copy’ receipt with
a card number on it, which must be kept secure. You’ll need
to make sure you lock away all receipts and keep them
somewhere safe.
Essentials
Make sure you know who has your card machine
at all times
Fraudsters can sometimes target card machines in order to
gather card data and have even posed as service engineers
in order to gain access. The easiest way to keep yourself safe
is to make sure that you always know who has your card
machine and what they’re using it for.
Keep your imprinter safe
If you have a manual imprinter in your box as a backup, then
lock this away somewhere safe, as it can also be used to take
card payments.
If you’d like to know more about data security, please visit
barclaycard.co.uk/pcidss

55
Receiving your money
At the end of each day you should do an ‘end-of-day banking
process’, as described on page 29. This will allow you to
confirm that all of the payments you’ve taken have been
submitted to us for settlement. The money will then be paid
into your chosen bank account according to the schedule
agreed when you signed up.
Need to know more?
For more information on this and other aspects of
taking payments, please make sure you read our procedure
guide, which you’ll find at barclaycard.co.uk/business/tips
Best practice
Battery maintenance
Your card machine handset contains a lithium ion battery that
requires you to place the handset on the base unit for recharging.
There’s no need to fully run down the battery in your card
machine, as the battery has been designed to recharge only as
much as it needs to. Recharging can take up to 16 hours.
Caring for your card machine
Please keep liquids away from your card machines and use
thermal wipes to care for them. These can be ordered by
contacting our preferred supplier, PDQ Consumables,
on 0844 822 2044*or at pdqconsumables.com
It’s important to keep your card machine connected
at all times (even at night)
That’s because we sometimes use these periods to update
important security changes. This will help keep your business
secure and make sure your terminal stays compliant. It also
means your card machines can continue to work and you’re
able to trade as normal – so it’s important you do this.
*Calls will cost no more than 7p per minute plus your phone company’s access
charge (current at August 2018). Calls may be monitored or recorded in order
to maintain high levels of security and quality of service.

6
Before you do anything
In the box, you should have found:
1) Your terminal base unit. 3) A power lead. 2) Your terminal card machine
with SIM included.

77
5) A spare till roll.4) An IP cable. 6) Your card pack.
7) A PIN training card.

8
Barclaycard Flex Terminal at a glance
The keys you’ll need to know
Menu – gives you access to
additional terminal functions.
Cancels any procedure in progress.
Clears the last character you typed.
Validates input and information –
and switches your terminal on.
Paper feed – press and hold.
On – press the button.
Off – with the terminal off the base,
press and hold the and the
buttons at the same time for
one second.
Icons you’ll see
You’ll see these at the bottom of the
terminal display. You can either tap them
on screen or press the corresponding
button on the keypad.
‘Ok’ – confirms or submits data for
verification or selects a highlighted item
from a menu.
‘Cancel’ – deletes all data or, when
prompted, cancels a transaction.
‘Clear’ – deletes one character
at a time or confirms errors during
a transaction.
Stylus
You’ll find a stylus on the underside of
your terminal. You can use this or your
fingers when using the touchscreen.

99
Symbols at the top of the screen
– the signal strength of your
network connection.
– the battery icon indicates your
card machine’s level of charge.
– network connection through
your IP cable.
– shows whether your terminal
is connected by Bluetooth to
the base.
– shows how strong your Wi-Fi
connection is.
– this shows your terminal is
charging.
If any of the symbols are white or orange, this means there are connectivity problems. Check your connections or
contact the helpdesk if the problem continues.
If the symbols are green, this means you have full connection.
13:37
03/10/2018
3 G
vodafone UK
13:37
03/10/2018 3 G
vodafone UK
13:37
03/10/2018
3 G
vodafone UK

10
Getting started
1) First, open the clip at the back of the
terminal base, and remove the cover.
2) The thin end of the power cable goes
into point A. Plug the other end into
the mains and replace the cover.
3) Insert the IP cable into the socket at
the back of the base. The other end
goes into your router socket.
A

1111
4) Lay the terminal on top of the base
and it’ll automatically come to life – if it
doesn’t, press the button and the
screen should light up.
Once you’ve started your terminal you
need to let it charge for up to four hours.
You can install the terminal and use it
to take payments while it’s on the
base unit.
4hrs

12
Installing Barclaycard Flex Terminal
1) When your card machine has
powered up you will see a
welcome screen.
2) Choose the region you’re in. Don’t
worry about dealing with customers
from other locations – your terminal
will work just the same.
If you choose the wrong region,
just tap the ‘skip’, ‘no’ and ‘cancel’
prompts until you’re back at the
‘Select Region’ screen.
3) Once the region has been selected,
the terminal will begin connecting
to Bluetooth.
Tap at the bottom of the
touchscreen or press the button
on the keypad. Don’t forget you can
use the stylus that you’ll find on the
underside of your terminal.
13:37
03/10/2018
13:3 7
03/10/2018
Your Barclaycard Flex Terminal can be installed via Bluetooth,
Wi-Fi and mobile connection. We’d recommend you set up with
all three – that way, your terminal will always stay connected.

1313
4) Your network cable should already be
plugged in, so tap .
Bluetooth is now installed and the
and symbols at the top of the
screen will go green.
If you do not wish to connect via
Bluetooth (IP), tap .
6) If you connect to Wi-Fi, you’ll
see the above connection
method screen. When you see
this, select ‘Automatic Scan’.
5) To set up Wi-Fi, tap . If you
don’t want to connect your terminal
via Wi-Fi, you can tap to skip
this step.
13:3 7
03/10/2018
13:3 7
03/10/2018
13:3 7
03/10/2018

14
9) A qwerty keyboard will appear
on your screen. Enter your Wi-Fi
password, then press button.
If you ever need to type letters or numbers into your terminal, a virtual keyboard will
appear on the screen. If you need to switch from upper case to lower case, use the
‘Shift’ button (like you would on your phone). And if you need any special characters,
tap the ‘Sym’ button.
8) Select ‘Personal Security’
and tap .
7) For a couple of moments, your
terminal will tell you it’s scanning.
It’ll then show you all the networks
it’s detected. Choose the one you
want to use and tap .
13:37
03/10/2018
13:37
03/10/2018
13:37
03/10/2018

1515
10) When you see ‘New profile setup’,
tap .
11) When the terminal is connected,
you’ll see a ‘System’ screen that
confirms successful connection to
your chosen Wi-Fi path.
12) Your terminal will automatically
search and create a mobile
connection. If this is not found,
you will be prompted to set this up
manually.
If your terminal hasn’t automatically
detected a signal, tap . Now
your terminal will search for a
mobile signal – this may take a few
moments. If you do not wish to
connect via mobile, tap .
13:37
03/10/2018
13:37
03/10/2018
13:37
03/10/2018

16
15) You’ll be prompted to enter your
merchant number.
It’s on the sticker on the side of
your terminal. Tap it in and tap .
The terminal will now go through
some configuration downloads.
Once the connection is made, the
terminal will say it’s disconnecting.
You don’t need to do anything,
it’s just disconnecting from our
internal systems.
14) When the terminal says that it
has been successfully configured,
tap .
You’ll then see a ‘Connecting to
GEMS’ message. This is nothing to
worry about – the terminal is just
connecting to our internal system.
13) When a GPRS signal is found,
tap .
3G
vodafone UK
13:37
03/10/2018
3G
vodafone UK
13:37
03/10/2018
3G
vodafone UK
13:37
03/10/2018

1717
18) Your terminal will ask you to set
up your four-digit supervisor code.
This is the four-digit code needed
to authorise certain actions on
your terminal, such as refunds.
This should be set by whoever’s
in charge.
When you have entered the code,
tap . You’ll be asked to confirm,
so type in the code again and tap .
16) You’ll then need to enter the
current date and time using
the terminal keypad.
17) Now you’ll see this screen. Don’t
do anything – your terminal is just
setting itself up and rebooting.
The screen will then go black.
Your supervisor code can’t be any four sequential digits, e.g. 1234, 4567,
etc, or four digits that are the same, e.g. 1111, 3333, etc.
3G
vodafone UK
13:37
03/10/2018
13:37
03/10/2018
3G
vodafone UK
13:37
03/10/2018
Reboot
In progress

18
21) That’s it – you’re good to go.20) When connection is made with
GEMS, an ‘Installation Successful’
receipt will print off. If it shows
any card types not accepted, then
please contact the helpdesk.
19) You’ll then see a Supervisor Code
Successfully Set message. Tap .
3G
vodafone UK
13:37
03/10/2018
3G
vodafone UK
13:37
03/10/2018
3G
vodafone UK
13:37
03/10/2018

19
Taking payments
Chip and PIN
1) At the ‘ready’ prompt, key in
the amount.
Press the button.
If you make a mistake, press the
button and re-enter the
correct amount.
2) Ask your customer to insert their
card into the card reader with the chip
facing up.
3) Ask your customer to enter their
PIN and confirm by pressing the
button.
3G
vodafone UK
13:37
03/10/2018
3G
vodafone UK
13:37
03/10/2018

2020
4) Follow the instructions on screen
and your card machine will print two
receipts: one for you to give to your
customer, labelled ‘cardholder copy’,
and a second for you to keep for your
records, labelled ‘merchant copy’.
3G
vodafone UK
13:37
03/10/2018