BURGER KING P400 Manual

Copyright 2020 Burger King Corporation. All Rights Reserved.
P400 Pinpad Self-Install Manual
VX820 Replacement

Copyright 2020 Burger King Corporation. All Rights Reserved.
This guide is the property of Burger King Corporation (“BKC”) and may be
used only in a manner and by BKC in writing from time to time. This guide is
BKC’s confidential and proprietary property.
As an independent owner/operator of a Burger King(r) restaurant, you are
solely responsible for the management and operation of your business. You
should carefully consider the enclosed guide with your own advisors and
consultants to ensure a proper fit for your business. This includes full
compliance with all laws, rules, and regulations that apply to your
business. Nothing in this guide may be construed to be legal advice or a
warranty or representation that anything contained herein will allow you or
your business to comply with any applicable laws, rules, or regulations. It is
very important that you meet regularly with your own advisors and
consultants regarding procedures and other policies or precautions that you
should comply with in the management and operation of your business so as
to ensure your compliance with applicable laws, rules, and regulations.

Copyright 2020 Burger King Corporation. All Rights Reserved.
Contents
I. Introduction..........................................................................................................................................4
Self-installation ........................................................................................................................................4
Pre-requisites........................................................................................................................................4
Helpful hints:.........................................................................................................................................4
Post-requisites: .....................................................................................................................................5
What is needed: .......................................................................................................................................5
Pinpad package:....................................................................................................................................5
Tool List:................................................................................................................................................5
Required Deliverables: In the event of an audit...................................................................................6
Inventory- (Included in Every Applicable Shipment): ...........................................................................7
Organizing your install for long term support.......................................................................................8
2. Installation...............................................................................................................................................9
Installing the Pinpad Terminals –Drive Thru ..........................................................................................9
Installing the P400 Pinpad Terminals –Front Counter .........................................................................11
Verifying Connectivity............................................................................................................................11
Transactions and receipts...................................................................................................................11
How to pair a POS terminal to a Pinpad .............................................................................................12
Installing the Front Counter Mounts.....................................................................................................13
Installing the Drive Thru Mount(s) ........................................................................................................14
Installing the Privacy Guard and Screen Protector ...............................................................................15
Cable Management................................................................................................................................16
3. Kiosk (For other models please see Zivelo guide).............................................................................16
Tool List:..............................................................................................................................................16
Procedure............................................................................................................................................16
4. Troubleshooting .................................................................................................................................18
Basic initial troubleshooting for Verifone Device issues: .....................................................................18
Network Connectivity Issue –SAF Transaction:....................................................................................18

Copyright 2020 Burger King Corporation. All Rights Reserved.
I. Introduction
The document intention is to provide a guide to those who wish to swap the current VX820
terminals with the newer Verifone model P400 terminal. Restaurants that are replacing their POS
system or franchisees who have a New Restaurant Opening (NRO) should leverage their POS
installation to complete the Pinpad installation.
Note: Someone with technical knowledge should be performing the installation of the new devices.
A typical conversion on average takes an hour to complete for a proficient installer. Note that each
restaurant environment is unique, and timing will vary between 30min to 1.5 hrs.
Anyone uncomfortable with the process of self-installing should contact Xenial or VF for installation
services.
If you have any questions, please submit questions on the Verifone Portal mailbox
Self-installation
In order to complete a self-installation, the following requirements must be completed
Pre-requisites:
1. Verifone Lease agreement and Pinpad delivery to location has been completed
2. Xenial (Sicom) configuration fee has been paid
3. Ensure restaurant network is operational
4. Ensure all existing network and Pinpad cables are in very good condition
5. Ensure all parts ordered have been completely delivered
6. Record each new Pinpad serial & MAC number in this document (See Install steps)
Helpful hints:
•Check Inventory of Packaged items against the Shipped Inventory list on date received.
Contact VF immediately (via mailbox on the portal) of any discrepancies
•Confirm that the existing credit card terminals are working / communicating to processor.
Make sure that there are no stored (SAF) transactions on the Pinpad
•Do not move forward with conversion if you have devices that are not operating and do not
know why. Call your POS company to make sure the issue is with the existing Pinpad or
cable and not the network or power related
•Do not move forward with conversion if it has been determined that you have Network
and/or power issues. Those types of issues should be resolved before attempting the
Pinpad swap
•Once you have completed the physical installation, call Sicom to complete the MAC
reservations

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Post-requisites:
1. Pair Device to each POS terminal starting at Drive Thru and continuing to Front Counter
2. Run a Test Transaction and Take a Picture of each terminal showing successful test
transaction. Test Credit card (all types if possible) and Gift card
3. Box all VX820 devices and use the VF label provided to ship back devices
Note: In order to receive and not lose the VF discounts, all VX terminals must be returned &
shipped back within 30days of conversion
What is needed:
Prior to performing the conversion of Pinpads you should make sure you have all necessary
components delivered. Also, you should have the correct tools to complete the installation.
Pinpad package:
When validating the shipment against the order the following components at minimum should
be included per Pinpad to complete your installation.
•Pinpad terminal (staged at Verifone (VF)
•VF cable Hub (Note: Drive Thru cable consist of 2 parts -it is a snap-off cable)
•A power supply that plugs into the VF cable hub
•Cat5 Patch cable (If needed)
•Pinpad Stands (DT is a wall mount)
•A Kiosk adaptor plate (If you have kiosks)
Tool List:
To complete the physical installation some tools will be needed depending on your approach.
Approach #1 A straight swap of Pinpads –leveraging existing cables and replacing stands
•A printed copy of this document
•#1 Phillips Head Screwdriver (precision, mini tip)
•Flat head screwdriver
Note: New cables can be kept as spares, if you experience future cable break
Approach #2 Swap of devices, stands, and cables
•A printed copy of this document
•#1 Philips Head Screwdriver (precision, mini tip)
•#2 Philips Head Screwdriver
•Flat Head Screwdrivers
•Standard/Metric Allen Wrenches
•Wire Cutters
•Cordless Drill w/ assorted bits
•Electrical Tape

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Required Deliverables: In the event of an audit
Picture List: All Front Counter & Drive Thru photos should be repeated for each terminal. For a
second FC terminal, you will number 2.1, 2.2, 2.3, etc.
Suggested photos:
Front Counter Before & Drive Thru Before
FC –Wide shot overview; Crew Perspective
FC –Wide shot overview; Customer Perspective
FC –Cabling (with visibility of Green Sticker on power cord)
DT –Wide Shot of Drive-Thru; Crew Perspective
DT –Cabling (with visibility of Green Sticker on power cord)
Transaction Approval Screen from each Terminal (i.e. DT-1, FC-Manager, FC-2, etc.)
Gift Card Approval from each Terminal (Include successful GC Redeem)
Suggested times for installation are:
3am –6am
9:00am –10:30am
1:30pm –5pm
7pm-10pm
Note: Guiding principle is to stay away from your peak times

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Inventory- (Included in Every Applicable Shipment):
IMPORTANT: Check all inventory against the installation manual prior to staring the install.
•Verifone P400 Payment Terminal
•Terminal AC Power supply
•Pinpad Ethernet Hub Dongle
•Drive thru cables (If site has Drive-Thru)
•6’ patch cable
•Front counter stands
•Drive thru Wall mount
•Black wire Ties for cable management
Programming the MAC Addresses into the Sicom POS Database
Front Counter: Ethernet Dongle Hub
Drive thru: Ethernet Dongle Hub w/ Breakaway
P400 terminal

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Organizing your install for long term support
Prior to replacing the VX terminals with the newP400 terminals, organize and place each P400
terminals by each POS location. Using the information obtained on the P400 box document Serial
number (9 digits) and MAC Address (12 alphanumeric characters) using the 1000 Ethernet protocol).
In addition, associate a POS terminal# with a specific Pinpad. This will make it easier for you when
you call your POS company for support.
PINPAD
Terminal
P400 Serial number
(9-digits)
P400 MAC Address
POS Terminal
Example
111-111-111
1a2b7a2b1c11
FC-15
1
FC1-00
2
FC2-01
3
DT1-20
4
Add Kiosk or Additional terminals if applicable
PINPAD
Terminal
P400 Serial number
(9-digits)
P400 MAC Address
Kiosk
Terminal
Example
111-111-111
1a2b7a2b1c11
K12
1
K1
2
K2
3
4

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2. Installation
Installing the Pinpad Terminals –Drive Thru
If installing Pinpad Terminals, at a site with a Drive Thru, follow the instructions below. A Drive Thru
installation will vary slightly by adding a two-piece cable installation, unlike the single cable installed
at the Front Counter.
Note: You can use the existing Cables that are connected to the VX820 (current Pinpad) and save
the new cable as a spare
A. Start by running the terminal cable with the square end, near the POS terminal & Drive Thru
window area.
B. Plug the AC adapter for the Ethernet Dongle Hub into an available outlet, in the Drive Thru area,
near the POS terminal
C. Plug the other end of the AC adapter (coaxial plug) into the Ethernet Dongle Hub at a 90-degree
angle, then rotate to lock the plug into place. This will ensure it does not accidently get
unplugged
D. With the Ethernet Dongle Hub powered up, unplug the POS terminal CAT5 cable from the
existing cable and plug it into one of the two ports in the Ethernet Dongle

Copyright 2020 Burger King Corporation. All Rights Reserved.
D. Using the cable from the wall, connect the end into the open ports on the Ethernet Dongle.
E. Connect the six pin Ethernet Dongle Hub cable to the Payment Terminal cable –align the arrows
on each round connector to properly engage the male/female ends
F. On the back of the P400 Terminal, remove the cover and set aside. Connect the terminal cable
to the back of the P400 (be careful not to bend the Pins) and place back the cover securely
Note: Screwdriver is needed to disconnect the VX820 terminal
***Important: After connecting the unit to power for the first time, the booting process can
potentially stop in a black screen with a message ending on “please wait…” Power cycle the device
again so they can boot normally to the Burger King Logo

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Installing the P400 Pinpad Terminals –Front Counter
Starting at the Managers Station (Terminal 00), begin installing the VeriFone Payment Terminals.
Note: You can use the existing Cables that are connected to the VX820 (current Pinpad) and save
the new cable as a spare
A. Remove the VX820 terminals (screw driver needed). Start by replacing Pinpad terminal cable
with the square end up through the counter near the POS terminal
B. Plug the AC adapter for the Ethernet Dongle Hub into an available outlet, under the front
counter, near the POS terminal (Or use existing power cable and save the one shipped for backup in
case existing cable breaks)
i. Plug the other end of the AC adapter (plug) into the Ethernet Dongle Hub at a 90-degree angle,
then rotate to lock the plug into place. This will ensure it does not accidently get unplugged
ii. With the Ethernet Dongle Hub powered up, unplug the POS terminal CAT5 from existing cable
and plug it into one of the two ports in the Ethernet Dongle
iii. Using a CAT5 patch cable, plug one end into the other Ethernet port on the Dongle Hub, and
then into the wall where you removed the POS terminal CAT5
C. On the back of the P400 Terminal, slide back panel to connect the terminal cable to the back of
the Pinpad, replace the back cover and secure once again
Verifying Connectivity
Transactions and receipts
A. After Sicom reserves the MAC addresses and walks you through pairing the POS to the device,
Ring up a credit card transaction
B. Check to make sure that the Pinpad has the correct time
Note: the Pinpads will Synch to a central server to pick up the correct time every 30m
C. Continue validation by completing a transaction for each Credit card type (MC, VISA, Amex,
Discover)
D. Print a receipt and ensure that the Credit card numbers are masked only showing the last 4
digits. If the receipt is not masked immediately contact Sicom and report it
E. Complete a Gift card transaction that includes Activation, Balance inquiry, Redemption, and
manual redemption
F. Keep the receipt for your records
G. Repeat the Previous steps for each Pinpad

Copyright 2020 Burger King Corporation. All Rights Reserved.
How to pair a POS terminal to a Pinpad
Note: The MAC address assignment from Sicom is required before pairing
IMPORTANT: Start the Pairing Process with the Drive-Thru Cash Terminal first, then proceed to the
Main Front Counter POS Terminal.
The process of pairing the Pinpad to the existing POS Terminal requires a Manager Card
A. Swipe the Manager card on the POS terminal
B. From the Order Screen on the POS Terminal, type in 83743663 and then press Manager
Function
C. You will see a dialogue box asking you to enter the displayed Pin Code, on the Pinpad
Terminal
D. Enter Displayed Code on Pinpad Terminal followed by pressing Enter (Green Button)
If done successfully, you will get a message on the POS terminal that reads; PIN MATCH,
then close the dialog window on the POS Terminal
Install Complete.

Copyright 2020 Burger King Corporation. All Rights Reserved.
Installing the Front Counter Mounts
Note: You can install the stands taking one of two approaches. The First approach is to leave the
base intact to the counter and unscrew the upper plate. The new P400 stands use the same base as
the VX820. Using the upper plate of the P400 stand you will be able to screw it into the VX stand
base.
The Second approach is to remove the VX stand and replace with the P400 stand. Note the Pinpad
stands were initially installed using industrial grade tape. The new stands use the same adhesive
When removing the existing stand, please be careful of inflicting any damage on the counter. Begin
by laying out the placement of the device. The Front Counter Pinpad Device will be mounted on the
counter facing the Customer; in a way as to not impeded tray passing, or access by Crew Members.
The Installation location should be exactly where the previous mount was installed.
In the event the stand needs to be placed in another location than the original front counter
stand, it is extremely important that the stand is not placed more than 4 inches from the lip of the
counter (Customer side) to adhere to ADA requirements
A. Screw the Verifone on to the mount using a #1 Philips screwdriver
B. In the mount kit is also a cable management clip to provide strain relief to the device
C. Install the circular, black, plastic cover into the top of the mount base
D. Prep the counter by using the supplied alcohol wipe to clean section of the counter
E. Attach the Counter Mount to the counter using the provided double-sided adhesive
F. The bracket should be 4 inches off the customer’s side of the counter, on the LEFT side of
the POS terminal
G. Apply pressure to the mount for at least 10 seconds before releasing
H. Create a uniform appearance across all devices and cable manage all devices in the same
manner
I. If the cable runs to the left, they all must run to the left. If Cable runs to the right, they all
should run to the right.
Creating a Uniform look is not only professional but causes the customer’s eyes not to be
drawn to the visible cables.

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Installing the Drive Thru Mount(s)
Note: You can install the stands taking one of 2 approaches. The First approach is to leverage the
existing wall mount. All that needs to be done is to screw new clip onto the back of the P400. The
second approach is to install new cradle and clip.
Begin by laying out the placement of the device. The Drive-Thru Pinpad Device will be mounted on a
wall using the Drive-Thru mount supplied in your kit, in a manner that it is easily accessible to the
Cashier.
A. Most importantly, confirm the installation location allows for the option to hand out the Pinpad
out the window so that the customer can Tap their Credit card or phone
B. Attach the Drive-Thru Mount to the area by using two self- tapping screws (one on top, one on
the bottom) to secure the mount to the metal frame near the window. Be sure the orientation is
correct, so the Terminal slides in from the TOP.
USE CAUTION to not damage any of the surfaces when mounting
Screw the plate that holds the device into the back of the Verifone Terminal

Copyright 2020 Burger King Corporation. All Rights Reserved.
Installing the Privacy Guard and Screen Protector
Included with the Verifone Equipment will be a plastic shield, intended to provide privacy to the
customer, if a customer bank card requires them to enter their PIN number.
A. On the front of the Verifone device there are two slots to the sides of the (4) and (6) keys.
B. Install the Privacy Guard by aligning the bottom around the Chip Reader Card Slot and snapping
the two tabs into place, on the face of the device.
C. Wipe the device screen to remove any fingerprints/debris before applying the Screen Protector.
I. Smooth out the Screen Protector to eliminate any air bubbles.
II. Wipe any remaining fingerprints from the screen protector face.
Place the Terminal into the mount, sliding from the top down to hold the terminal in place

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Cable Management
After all the units are completely installed, ensure the cabling has been professionally managed.
•Under the Front Counter –Make sure all the excess cabling is neatly gathered and secured,
so that it is not sitting on the ground
•WARNING!! –if using screws to secure zip ties to the counter, DO NOT use any screws
longer than 1/2”. Don’t make the mistake of damaging the counter!
•In the Drive Thru –Make sure there is enough slack in the cable to present the terminal to
the customer, but not so the cable is laying on the ground
•Front Counter –Ensure the cable running from the terminal is following the path of the
POS/Printer cables. Make sure the front counter is uniformed
3. Kiosk (For other models please see Zivelo guide)
Tool List:
To complete the physical installation some tools will be needed. A straight swap of Pinpads –
leveraging existing cables
•Allen key Set –removing screws on bracket
•Supplied keys –Opening main door
Note: New cables can be kept as spares
Procedure
1. Open the Main Door
a. To open the main door, locate the lock. Using supplied keys, unlock by inserting the
key and turning
b. Screen will come forward when the door opens

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2. Locate Screws
a. Locate the Pinpad device screws
b. Remove (QTY 2) hex screws that hold the payment device bracket to the unit
3.Remove Payment Bracket
a. Once screws have been removed, disconnect cables and remove the bracket by pulling
outward. (Note: two cables will need to be disconnected from the computer’s USB ports. One for
the payment device and the other for the scanner.)
3. Install New Payment Bracket
a. Once screws have been removed, disconnect cables and remove the bracket by pulling
outward
b. To complete the process, you will need to reverse the steps and replace the Pinpad
bracket with the new bracket and reconnect cables

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4. Troubleshooting
This section is intended to assist with troubleshooting potential errors or failures within the
installation. Please make sure to double check your installation process and confirm the necessary
steps before escalating any issues to your POS company.
Basic initial troubleshooting for Verifone Device issues:
Pinpad: No power cycle
✓Attempt to switch out the AC Adapter, test using a known working device AC Adapter
✓Replace power module from a working device
No internet connection
✓Switch out and/or certify the Ethernet cable
Device not working
✓Move the device to a working station where a previous device was already set-up properly
If the Verifone device can’t reach vhq.verifone.com
✓You will need to contact the network provider. Locate the sticker on the firewall device with the
telephone number
Network Connectivity Issue –SAF Transaction:
When connectivity is loss to First Data, the Verifone device will locally approve a transaction off line
as an SAF Transactions (Store and Forward). The transaction is stored within the payment device
with a response text approval of “Transaction Approved Offline.” Once the connection is
reestablished the transaction is SAF queue within the device will automatically be sent for
processing. You will need to call the network provider to determine root cause of the network
failure
Verifone Device –POS Terminal Registration Failed Error:
Verifone Pinpad (un)registration failed.
Call support Sicom support

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[P-999]
Reboot the POS terminal, then reboot the Verifone Pinpad
✓Return to Pairing section and pair POS to Pinpad again
POS Terminal –Encryption Terminal Pairing Issue:
POS terminals will not issue a code to pair to the Verifone Device
✓Reboot POS (register) 10 –return to Pairing section of document and repair POS to Pinpad
POS Terminal –Transaction Failure Error Messages:
Contact First Data at the Product Support Number 1(800) 555-9966 and ask to have TransArmor
added to the MID for your site
Validate that the MID/TID has been entered correctly
✓Return to the Host Menu, select Merchant ID –confirm the 12-digit Merchant ID has been
entered correctly.
✓Return to the Host Menu, select Terminal ID –confirm the 8-digit Terminal ID has been entered
correctly.
▪Confirm the TID is 8 digits in length; anything less will need Zero’s leading to complete the 8
digits
▪Confirm that the TID has not been duplicated or used in another Terminal
• If the TID has been duplicated, or used on two devices, the TID is no longer useable for either,
and a new TID must be created
Gift Card Failure Error Messages
✓Confirm with Sicom that the restaurant # is entered correctly under PPCL Merchant ID in the
Pinpad configuration
▪Confirm the Gift Card being used, has not been previously activated (it cannot be issued twice)
▪Performing Test balance inquiry
TransArmor Registration
POS Terminal ERROR
Verifone Device ERROR
Server Not Allowed (514)

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Contact First Data for a TA refresh.
Encryption Key Failure
Contact Sicom and have them complete the following (1-800-704-4202 ext. 3)
▪Complete EMV key load
▪Reboot device
Failures for Datawire Reg are received:
Datawire Failure/No ticket: MID and TID are likely incorrect, call Sicom to validate
▪Already Provisioned: TID may have been recently changed (i.e. replacement), TID may need to be
reset with First Data, call Sicom to troubleshoot (1-800-704-4202 ext. 3)
SICOM POS Terminal:
POS Terminal requesting Update; message appears in the bottom right corner of the POS Terminal.
✓Press the number 6 on the POS Terminal keypad
✓Press Manager Function on the POS Terminal screen
Receipt Printer –Lost connection:
With new cables installed, the dual connection from the printer and the Verifone device, the
printer(s) lost connectivity and stop printing.
✓To reconnect to the network; power the printer down completely and then printer back up
✓Run an additional test transaction to test the printer functionality
Pinpad - displays tamper message:
Tamper messages occur when the Pinpad device is mishandled. Either the device has been hit,
dropped, or connections have been inappropriately handled.
✓There is no update or fix for a tamper message, the device must be replaced
✓Contact Verifone via leasing portal email to order a new device