barclaycard Countertop User manual

Barclaycard Countertop Terminal
Full user guide

Online support
For help installing your card machine, please visit barclaycard.co.uk/cardmachinehelp
Useful numbers (call charges apply)
Customer services: 0844 874 0895*
Authorisation: 0800 151 2630*
Chargebacks: 0800 161 5341*
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
Telephone: [phone]*
Web: pdqconsumables.com (to order online)
*
Call charges apply. Calls to 0844 and 0845 numbers will cost no more than 7p per minute plus your phone company’s access charge
(current at March 2022). Calls to 0800 numbers are free from UK landlines and personal mobiles, otherwise call charges may apply.
Please check with your service provider. Calls may be monitored or recorded in order to maintain high levels of security and quality of service.

Contents
4 Essentials
• Keeping your business safe
• Receiving your money
• Need to know more?
• Best practice
6 Before you do anything
7 Barclaycard Countertop Terminal
at a glance
8 Getting started
9 Installing Barclaycard
Countertop Terminal
13 Taking payments
• Chip and PIN
• Contactless
• Magnetic stripe
• Mail order and telephone
21 Refunds
23 End-of-day banking
25 Printing a transaction log
27 Changing the till roll
29 Problems using your card machine?
• Common prompts
• Troubleshooting and more help
30 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.
If you’d like to know more about data security, please visit
barclaycard.co.uk/pcidss

5
Receiving your money
At the end of each day you should do an ‘end-of-day banking
process’, as described on page 23. 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
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 01698 843866*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.
*
Call charges apply.

6
Before you do anything
In the box, you’ll have:
2) A power lead.
1) Your terminal card machine.
Also a Lane 3000 PIN pad
if required.
3) An IP cable.
4) A junction box. 5) A spare till roll. 6) Your card pack. 7) A PIN training card.

7
Barclaycard Countertop 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 onscreen 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.
Network connection through
your IP cable.
If the symbol is white or
orange, this means there
are connectivity problems.
Check your connections or
contact the helpdesk if the
problem continues.
If the symbol is green,
this means you have
full connection.

8
Getting started
1) Insert the power cable (A) and
Ethernet cable (B) into the
junction box.
2) The terminal will automatically
come to life – if it doesn’t, press
the button and the screen
should light up.
A
B

9
Installing Barclaycard Countertop Terminal
1) When your card machine
has powered up, you’ll 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.
Tap at the bottom of the
touchscreen or press the button
on the keypad.
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10
4) 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.
3) You’ll then see a ‘Connecting to
GEMS’ message. This is nothing to
worry about – the terminal is just
connecting to our internal system.
5) You’ll then need to enter the
current date and time using
the terminal keypad. Tap it in
and tap .

11
7) 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’ve entered the code,
tap . You’ll be asked to confirm,
so type in the code again and tap .
6) 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.
8) You’ll then see ‘Supervisor code
successfully set’. Tap .

12
10) That’s it – you’re good to go.9) 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.

13
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.

14
3) Ask your customer to enter their
PIN and confirm by pressing the
button.
4) Follow the instructions onscreen
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’.

15
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) The cardholder should hold their
card or contactless payment device
against the contactless symbol at
the top of the card machine.
If the transaction is above the
contactless payment limit, your
cardholder will need to use
Chip and PIN instead.
If the card is removed too quickly,
a message will appear on the
display and the cardholder will be
asked to present the card again.
3) Your card machine will bleep to
acknowledge the transaction,
and the row of LED lights will flash.
If the transaction has gone through,
the screen will show ‘approved’
and your card machine will print a
receipt.
Contactless

16
4) Your card machine will only print
a merchant receipt.
Follow your card machine prompts
to complete the transaction.
5) If the cardholder requests a receipt,
press the at the ‘ready’ prompt
and a customer receipt will be
printed. If any other button has
been pressed, then a customer
receipt will not print.
Your terminal can take contactless High Value Payments (HVP)
These are contactless payments made for amounts above the limit set for contactless cards (i.e. £100).
They’re protected by the cardholder verifying their identity through their smartphone.

17
Chip and PIN should be used whenever possible, as it’s the most secure way to take a payment, but some
cards don’t have a chip. These cards include some foreign-issued cards, notably many of those issued in
the US. These need to be put through as magnetic stripe payments.
2) Swipe the customer’s card, with
the magnetic stripe inserted into
and facing the card machine.
Magnetic stripe
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.
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vodafone UK
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18
4) Check the signature. If the signature
doesn’t match the one on the back
of the card, refuse the card.
Press the button, which will
cancel the transaction, and ask for
a different form of payment.
If you’re happy that the signatures
match, press the button
to continue.
Follow your card machine prompts
to complete the transaction.
3) When prompted, tear off the
merchant receipt and get the
cardholder’s signature.

19
Taking payments when the customer isn’t with you can increase the chances of a fraudulent transaction.
Reduce the risks by reading the advice on barclaycard.co.uk/business/retrievals
Mail order and telephone
1) Press the ‘Menu’ button, then scroll
down to ‘CNP’.
Press the button.
Select ‘Sale’ and press again.
3) Enter the customer’s card number
and press the button.
Enter the expiry date, security code,
numbers from the customer’s
postcode and numbers from
their address, pressing when
prompted to.
2) Enter the sale amount and press
the button.
If you make a mistake, press the
button and re-enter the
correct amount.

20
If the payment is authorised, then you know there are sufficient funds on the card. Your card machine will
show you an ‘auth code’ and security message. The security message will let you know how much of the data
that you’ve entered matches what was expected. It’s your choice whether to accept the transaction or decline
it if you aren’t happy with the cardholder’s identity.
5) Your terminal will now print out the
customer receipt – tear this off and
give it to your customer. Press the
button.
The terminal will then print out your
merchant receipt. Tear this off and
press the button.
4) When the transaction’s successful,
press the button.