CAN Move5000 User manual

Essential Lite.
Merchant Operator Guide.
Model: Move5000

Contents
Support 3
Oine Authorisation over the Floor Limit 3
Stationery orders 3
Service Response Time 3
Geing to know your Essential Lite terminal 4
Essential Lite Communication Setup 6
Status Bar 8
Terminal and Base pairing 8
Key functions 9
Terminal functions menu 9
Power ON/OFF and Reboot 9
Terminal Power Seing – Sleep and Shutdown mode 10
Purchase 10
Purchase – Contactless (total purchase amount less than $100) 10
Purchase - Contactless (total purchase amount above $100) 10
Purchase – Swipe and EMV with PIN/Signature 10
Purchase with Cash out 11
MOTO (Mail Order/Telephone Order) 11
Refund 11
Selement – Manual Selement 11
Cumulative Totals (Pre-Selement) 12
Preauthorisation 12
Preauthorisation - Completion with Reference number 12
Preauthorisation - Completion with date, time and Auth number 13
Preauthorisation - Cardless Completion method 13
Multiple Merchant Selection 14
Store and Forward (SAF) 14
Obtaining a duplicate receipt 14
Seing the manager refund limit 14
Changing your password 14
Forgoen Password 14
Basic troubleshooting 15
Common Terminal Error Messages 15
Charging the baery 17
Changing the receipt roll 18
Training mode instructions 19
2

For support, please call the dedicated CommBank Merchant helpdesk on 1800 230 177,
24 hours a day, 7 days a week.
When calling the Helpdesk, please make sure you have the following information ready:
• Terminal ID (located at the top of your merchant receipt)
• Trading name
• Trading address
• Trading phone number
Oine Authorisation over the Floor Limit
For oine authorisation on all over floor limit debit card transactions, please call 1800 813 700.
For oine authorisation on all over floor limit credit card transactions, please call 13 26 36.
Stationery orders
For stationery orders please visit eposstationery.evolveshop.com.au or call 1800 230 177.
If placing an order online, please ensure you have your CommBank Merchant ID and trading address
Post Code available to sign in.
Service Response Time
CommBank will endeavour to replace a faulty terminal within:
• 4 business hours in all locations except remote areas.
• 3 to 5 business days for remote areas. A remote area is not serviced by a
technician and only phone support is available.
For more information on CommBank merchant services, please visit
commbank.com.au/merchantservices
Support
3

Geing to know your
Essential Lite terminal
Contactless
Landing Zone
Touch Screen
Terminal Display
Alphanumeric
Keys
Feed Key
Chip Card
Reader
OK/Power On Key
Menu Key
Cancel Key
Clear Key
Printed Paper
Swipe Reader
4

Parts and cables
Terminal base for charging and cable connection
Ethernet 3m Cable
Charging cable for terminal base
5

Essential Lite
Communication Setup
Your Essential Lite terminal comes with a 4G/3G capable SIM already installed and a complementary
Ethernet cable for IP Broadband connection, giving you the ability to choose the communication
method that best suits your business. You will have the freedom to switch between mobile (4G/3G)
and IP Broadband via Ethernet at your own convenience by following the instructions provided below.
Mobile 4G/3G
The 4G/3G capable SIM will come already installed in your terminal. To utilise the mobile 4G/3G
connection, please ensure the 4G/3G communication method is selected in the terminal menu as
described below.
• Press [MENU] key on the terminal
• Press [4] to enter CONNECTION menu
• Press [2] to enter CONFIGURE options
• Press [1] to select 4G/3G
• The terminal will update to 4G/3G mode when you next initiate a transaction
IP Broadband - Ethernet
Follow the below steps to connect the Essential Lite terminal to your IP Broadband internet.
Connect the terminal base to your internet network router or modem using the complementary
Ethernet cable that was provided with your terminal. The Ethernet cable connects to the base via the
RJ45 Jack as shown below.
RJ45 Jack
6

Ensure the IP broadband communication method is selected in the terminal menu as described below.
• Press [MENU] key on the terminal
• Press [4] to enter CONNECTION menu
• Press [2] to enter CONFIGURE options
• Press [2] to select ETHERNET
• Press [3] to enter IP PARAMETERS in CONNECTION menu
• Press [2] to enter TERMINAL IP CONFIG
• To set the connection to DHCP connection
• Press [1] to select DHCP
• To set the connection to Static connection
• Press [2] to select STATIC
• Enter the IP ADDRESS and press OK
• Enter the SUBNET MASK and press OK
• Enter the DEFAULT GATEWAY and press OK
• Enter the PRIMARY SERVER and press OK
• Enter the SECONDARY SERVER and press OK
• The terminal will update to IP Broadband mode when you next initiate a transaction
It is recommended that you open the following hostname and ports in your firewall to ensure there are
no communication issues between your internet and the Bank.
System Destination address Port
CBA Transaction Host i1.paywide.nps.commbank.com.au 9000
CBA TMS tms.paywide.nps.commbank.com.au 9056
The Essential Lite terminal will connect to the base via Bluetooth when it is removed which means
you can continue accepting payments when you take your terminal with you around the store
(the manufacturer’s recommended maximum operating distance for Bluetooth connectivity is 70 m).
7

Terminal and base pairing
The terminal will come paired with the base that is provided.
Note: for when in IP broadband - Ethernet mode, to avoid any issues please take care to ensure
you place the terminal back on the base it was installed with. The terminal will not function
correctly if it is placed on a dierent base.
Status bar
When the terminal is powered-on, the terminals’ Operating System provides data to display the
Status Bar as follows, and consisting of the information as described below.
Information Indicator Description
System Date and Time
17 : 56
09/03/2018
This shows the current system time and date.
Power Condition This indicates that the terminal is connected to
mains power.
Baery Level This is the charge level on the portable device and
indicates whether or not the baery is currently charging.
Bluetooth Icon
This is the status of the Bluetooth link between the
portable device and the base.
Note: The manufacturer’s recommended maximum
operating distance for Bluetooth connectivity is 70m.
This indicates there is a weak Bluetooth signal between
the terminal and the base.
This indicates the terminals has lost Bluetooth
connection with the base.
Ethernet Indicator
This indicates the terminal has connected to Ethernet but
there is no internet connection.
This indicates the terminal has connected to Ethernet
and there is internet connection.
3G/4G Indicator
4g
This indicates whether the connection is 3G or 4G.
17 : 56
09/03/2018
No Sim
4g
8

Terminal functions menu
Provided below is a Menu Map to assist you with navigating through the terminal.
Power ON/OFF and Reboot
To POWER ON, simply place the terminal on its base (with the base’s external power cable plugged in)
and it will power up automatically. Alternatively, hold down the [OK] key while the terminal is o the
base with a suciently charged baery. To POWER OFF, remove the terminal from its base and hold
down both the [FUNC] and [CLEAR] keys at the same time.
To REBOOT, place the terminal on its base and hold down both the [FUNC] and [CLEAR] keys on the
terminal at the same time.
Key functions
CONNECTION MENU
1. Diagnostics
2. Configure
3. IP Parameters
TOTALS
1. Selement
2. Prev Selement
3. Cumulative Totals
4. Shi Totals
5. Trans History
CONFIGURE
1. Pinpad Lock
2. Audible Tone
3. TMS Logon
4. Self Test
5. Power Seing
SPECIAL FUNCTIONS
1. Refund Limit
2. Contactless Receipt
PASSWORDS
1. Manager
2. Operator
OFFLINE TRANS
1. Upload to Bank
2. Oine Print
3. Idle Timer
TERMINAL MENU
1. Configure
2. Passwords
3. RSA Reset
4. Oine Trans
5. Bank Logon
EFTPOS MENU
1. Duplicate Receipt
2. Totals
3. Special Functions
4. Training Mode
5. Tip Totals
6. Reprint Message
MAIN MENU
1. EFTPOS
2. Terminal
4. Connection
9

Terminal Power Seing – Sleep and Shutdown mode
By default the terminal is configured to sleep or shut down aer 15min of idle time. The idle time can be
amended by contacting the CommBank 24Hr Merchant Helpdesk on 1800 230 177.
In sleep mode, the terminal screen will turn o but the terminal can still perform auto selement and
TMS logon. In shut down mode, the terminal will completely shut down.
Follow the below steps to configure the terminal to enter sleep mode or shut down mode aer the set
idle time.
1. Press the [MENU] key
2. Press [2] to enter the TERMINAL menu
3. Press [1] to enter the CONFIGURE menu
4. Press [5] for POWER SETTING
5. Current power seing is displayed
6. Press [F1] to have terminal go into sleep mode or [F3] for shutdown.
To wake the terminal from a sleep or shutdown state press the [OK] key.
Purchase – Contactless (total purchase amount less than $100)
1. Initiate a transaction by entering the amount and press [OK]
2. If tipping enabled, enter tip and press [OK] or to bypass just press [OK]
To enable tipping, please contact the CommBank 24Hr Merchant Helpdesk on 1800 230 177
3. Tap the card on the contactless reader once “Present Card” sign is displayed
4. Transaction is approved and merchant receipt is printed
5. Press [YES] to print customer copy or [NO] to suppress
Purchase – Contactless (total purchase amount above $100)
1. Initiate a transaction by entering the amount and press [OK]
2. If tipping enabled, enter tip and press [OK] or to bypass just press [OK]
To enable tipping, please contact the CommBank 24Hr Merchant Helpdesk on 1800 230 177
3. Tap the card on the contactless reader once “Present Card” sign is displayed
4. Enter PIN and press [OK]
5. Transaction is approved and merchant receipt is printed
6. Press [YES] to print customer copy or [NO] to suppress
Purchase – Swipe and EMV with PIN/Signature
1. Initiate transaction by swiping or inserting the card
2. If multiple merchant function is enabled, select the required account
3. Enter the amount of the transaction and press [OK]
4. If tipping enabled, enter tip and press [OK] or to bypass just press [OK]
To enable tipping, please contact the CommBank 24Hr Merchant Helpdesk on 1800 230 177
5. Select the account by pressing the number keys to select CHQ or SAV or CR
6. Enter PIN or press [OK] for signature
7. Merchant receipt is printed
8. Remove card when prompted by the terminal
9. Verify signature. Press [YES] to approve or [NO] to decline (signature transaction only)
10. Press [YES] to print customer copy or [NO] to suppress
10

Purchase with cash out
1. Initiate a transaction by entering the purchase amount DO NOT press [OK]
2. Press [F2] key to add cash out
3. Enter the cash out amount and press [OK]
4. If tipping enabled, enter tip and press [OK] or to bypass just press [OK]
To enable tipping, please contact the CommBank 24Hr Merchant Helpdesk on 1800 230 177
5. Swipe or insert the card
6. Select the account by pressing the number keys to select CHQ or SAV
7. Enter PIN and press [OK]
8. Merchant receipt is printed
9. Remove card when prompted by the terminal
10. Press [YES] to print customer copy or [NO] to suppress
MOTO (Mail Order/Telephone Order)
MOTO is the ability to process credit card transactions when the card is not present.
1. Initiate a transaction by pressing the [F3] key below OTHER
2. Press [4] MOTO
3. Press [1] Purchase
4. Enter the amount of the transaction and press [OK]
5. Enter the complete card number and press [OK]
6. Enter the card expiry date and press [OK]
7. Enter the CCV and press [OK] (optional)
8. Transaction type defaults to Credit, Validate amount and press [OK]
9. Approved, merchant receipt prints
Refund
1. Initiate a transaction by pressing the [F3] key below OTHER
2. Press [1] to select a refund transaction from the menu
3. Enter the amount of the transaction and press [OK]
4. Enter the operator password or the manager password and press [OK]
5. Swipe, insert or tap the card
Note: Remainder of refund transaction flow is the same as that of a purchase transaction.
Selement – Manual Selement
1. Press [MENU] key
2. Press [1] to enter EFTPOS menu
3. Press [2] for TOTALS
4. Enter the manager password and press [OK]
5. Press [1] for SETTLEMENT
6. Selement report prints
Note: The terminal can also be set to sele automatically every day at a particular time.
11

Cumulative Totals (Pre-Selement)
Cumulative Totals indicate the amount transacted through the terminal since the last Selement was
processed. A Cumulative total can be done any number of times.
1. Press [MENU] key
2. Press [1] to enter EFTPOS menu
3. Press [2] for TOTALS
4. Enter the manager password and press [OK]
5. Press [3] for CUMULATIVE TOTALS
6. Wait for processing to be completed
7. Selement report will be printed
Preauthorisation
To enable Preauthorisation, please contact the CommBank 24Hr Merchant Helpdesk on 1800 230 177.
1. Press the [F1] key to below AUTH
2. Press [1] to select PRE-AUTH
3. If multiple merchant function is enabled, select the required account
4. Enter the amount of the transaction and press [OK]
5. Swipe, insert or manually enter the card. Contactless is not accepted for preauthorisation
transactions. The account type defaults to credit. If the card being used is a debit card,
the “Credit account required” exception will occur.
6. Enter PIN or press [OK]
7. Merchant copy of receipt will print while processing is completed
8. Remove card when prompted
9. Verify signature. Press [YES] to approve or [NO] to decline (signature transaction only)
10. Press [YES] to print customer copy or [NO] to suppress
Preauthorisation - Completion with Reference number
Use this completion method when the customer is present with their card and the transaction
is being completed through the original terminal that processed the preauthorisation.
1. Press [F1] key to select the AUTH menu
2. Press [2] to select COMPLETION
3. Enter the manager password and press [OK]
4. Swipe/insert the same card that was used for the original Preauthorisation transaction, followed by
expiry date and CCV. Contactless is not accepted for preauthorisation transactions. The account type
defaults to credit. If the card being used is a debit card, the “Credit account required” exception
will occur.
5. If multiple merchant function is enabled, select the required account
6. Enter the completion amount of the transaction and press [OK]
7. If tipping enabled, enter tip and press [OK] or to bypass just press [OK]
8. Enter the Reference number which can be found on the top of your merchant receipt
9. Terminal will display the correct completion transaction details aer processing.
Press [OK] to confirm the completion transaction and to print the completion receipt.
10. Verify signature. Press [YES] to approve or [NO] to decline (signature transaction only)
11. Press [YES] to print customer copy or [NO] to suppress
12

Preauthorisation - Completion with date, time and Auth number
Use this completion method when the customer is present with their card and the transaction is being
completed through a dierent terminal to the one that originally processed the preauthorisation.
1. Press [F1] key to select the AUTH menu
2. Press [2] to select COMPLETION
3. Enter the manager password and press [OK]
4. Swipe/insert the same card that was used for the original Preauthorisation transaction. Contactless
is not accepted for preauthorisation transactions. The account type defaults to credit. If the card
being used is a debit card, the “Credit account required” exception will occur.
5. If multiple merchant function is enabled, select the required account
6. Enter the completion amount of the transaction and press [OK]
7. If tipping enabled, enter tip and press [OK] or to bypass just press [OK]
8. Enter Auth number which can be found near the boom of your merchant receipt
9. Enter the date from the preauthorisation transaction receipt
10. Enter the time from the preauthorisation transaction receipt
11. Re-enter the Auth number
12. Terminal will prompt for the Reference number, press [OK] to skip
13. Terminal will display the correct completion transaction details aer processing. Press [OK] to
confirm the completion transaction. Merchant receipt is printed.
14. Verify signature. Press [YES] to approve or [NO] to decline (signature transaction only).
15. Press [YES] to print customer copy or [NO] to suppress
Preauthorisation - Cardless Completion with Reference number
Use this completion method when the customer is not present to complete the transaction with
their card, and you have the original terminal that processed the preauthorisation.
1. Press [F1] key to select the AUTH menu
2. Press [3] to select CARDLESS COMPLETION
3. Enter the manager password and press [OK]
4. Enter the transaction amount and press [OK]
5. If tipping is enabled, enter the tip amount and press [OK] or to proceed without a tip press [OK]
6. Enter the Reference number which can be found at the top of the merchant copy preauthorisation
receipt and press [OK]
If an invalid Reference number is entered, the following error message will appear on the terminal
screen “INVALID REFERENCE”
Press [RETRY] to enter the valid reference number or [CANCEL] to cancel the transaction
7. Aer a valid reference number is input, the terminal screen will display the Auth Number,
Reference number, Date and Amount details. Review that the transaction details displayed on the
terminal screen are correct
Aer you have validated the transaction details are correct, press [OK] to complete the transaction
and print a receipt
13

Multiple Merchant Selection
Multiple merchant selection will occur for purchase, cash out, refund, preauthorisation and completion
transactions when the multiple merchant function is enabled on the terminal. It will occur aer the card
details are captured or the entry of transaction amount and tips, whichever occurs first.
Store and Forward (SAF)
Store and Forward (SAF) is the ability to process oine transactions. The PINpad will display ‘SAF’ in
the top right hand corner of the screen to indicate that there are one or more entries in the store and
forward memory of the terminal.
‘Selement Sending Stored Transactions’ is displayed if a selement is triggered and there are SAF
entries that need to be forwarded to the Bank. ‘Sending Stored Transactions’ is displayed when a stored
transaction is sent online aer the idle timer has been triggered or the cumulative totals report has
been requested.
When a transaction that exceeds your floor limit is performed in the SAF mode, an authorisation
number will need to be obtained by calling the authorisation centre.
For oine authorisation on all over floor limit debit card transactions, please call 1800 813 700.
For oine authorisation on all over floor limit credit card transactions, please call 13 26 36.
Obtaining a duplicate receipt
This request allows you to reprint the last completed transaction, showing all details of the transaction
including whether the transaction was approved.
1. Press Menu key
2. Press [1] to enter EFTPOS menu
3. Press [1] to select Duplicate Receipt
4. Duplicate receipt will be printed
Seing the manager refund limit
1. Press Menu key
2. Press Option 1 – EFTPOS
3. Enter the Manager Password
4. Press Option 3 – Special Functions
5. Press Option 1 – Refund Limit
6. Press Option 1 – Operator to set the Operator Refund Limit or
Option 2 – Manager to set the Manager Refund Limit
Changing your password
1. Press Menu key
2. Select Option 2 – Terminal
3. Enter the Manager Password
4. Select Option 2 – Passwords
5. Select Option 1 – MANAGER to set the Manager Password or
Option 2 – OPERATOR to set the Operator Password
6. Enter the password and press [OK]. Repeat to confirm the new password.
Forgoen Password
If you have forgoen your Manager Password, please contact the CommBank 24 Hour Merchant
Helpdesk on 1800 230 177 in order to have your password reset.
14

Common Terminal Error Messages
Below is a list of decline responses you may come across while operating your terminal. If you are
unable to resolve an issue or encounter an issue or decline response not listed below, please contact
the CommBank 24 Hour Merchant Helpdesk on 1800 230 177.
Codes Terminal Display Description Recommended Next Steps
01 DECLINED – 01
CONTACT CARD
ISSUER
Refer to card
issuer
Advise the cardholder to contact their card
issuer for specific details. Ask the Customer for
another form of payment (e.g. dierent card).
05 DECLINED – 05
SYSTEM ERROR
“SECURITY
DECLINE” BY
CARD ISSUER
(DO NOT
HONOR)
Advise the cardholder to contact their card
issuer for specific details. Ask the Customer for
another form of payment (e.g. dierent card).
13 DECLINED – 13
INVALID AMOUNT
Invalid
amount
Dierent limits apply to dierent types of
transactions as defined in the merchant
agreement. For instance, there is a cash out limit
and a refund limit, and if either one is exceeded,
an error message will be displayed. The user
must simply enter a value lower than the
relevant limit defined in the agreement.
41 DECLINED – 41
PHONE AUTH CENTRE
Lost Card Advise the cardholder to contact their card
issuer for specific details. Ask the Customer for
another form of payment (e.g. dierent card).
51 DECLINED – 51
REFER CARD ISSUER
No Sucient
Funds
There are insucient funds on the card.
Ask the Customer for another form of payment.
(e.g. dierent card).
55 DECLINED – 55
INCORRECT PIN
Incorrect PIN Incorrect PIN entered. Customer may retry or
call their bank.
57 DECLINED – 57
TRAN NOT ALLOWED
Transaction
not permied
to cardholder
Advise the cardholder to contact their card
issuer for specific details. Ask the Customer for
another form of payment (e.g. dierent card).
58 DECLINED – 58
TRANS NOT
ALLOWED
Transaction
not permied
to terminal
Contact the CommBank 24 Hour Merchant
Helpdesk on 1800 230 177 for support.
67 DECLINED – 67
PHONE AUTH CENTRE
Black listed
card
Advise the cardholder to contact their card
issuer for specific details. Ask the Customer for
another form of payment (e.g. dierent card).
Basic troubleshooting
15

Codes Terminal Display Description Recommended Next Steps
91 DECLINED – 91
ISSUER NOT
AVAILABLE
Issuer or
Switch
Inoperative
Cardholder’s bank is currently not responding.
Advise Customer to use another card from
another bank or pay cash.
IE DECLINED – IE
LOW BATTERY
Insucient
baery level
to process
transaction
Place terminal/PINpad back on its base and re-
initiate transaction on POS.
S0 DECLINED –
S0 MODEM ERROR
Modem error This can represent an error with an external
modem, or if the terminal is set to fall back to
internal modem and no phone line has been
plugged in. Check communications link on
base and wall plug. Ensure cables are properly
connected.
S2 DECLINED – S2
NO ANSWER
No answer Contact the CommBank 24 Hour Merchant
Helpdesk on 1800 230 177 for support.
S8 DDECLINED – S8
NO EFT SERVER
Link not setup
on EFT Server
Contact the CommBank 24 Hour Merchant
Helpdesk on 1800 230 177 for support.
X0 DECLINED – X0 No response
from host
Check communications link. Try processing the
transaction again. If still no response, invoke
S A F.
16

When does the baery need to be charged?
• On initial start-up, keep the terminal on its base for 16 hours to fully charge the baery.
• Thereaer, charge for 4 hours if charging by base and 6 hours if charging by USB cable.
• When used daily, the terminal recharges its baeries each time it is placed on its base, or each
time the traveller charger is connected. Charging is automatic.
How can the baery be charged?
• Using the base
• Place the terminal on its base
• Check if the baery symbol is flashing or moving ( = baery charging)
Note: Make sure to switch o the terminal when not in use for extended periods but remember
to power it back up when charging. Do not keep your terminal permanently connected to the
mains power.
Charging the baery
17

1. Open the paper compartment by liing the catch located at the top of the contactless
landing zone, and pull the cover to the rear of the terminal
2. Insert the paper roll into the compartment
3. Pull the paper up towards the top of the terminal
4. Maintain the paper and close the cover
5. Press simultaneously on both upper corners of the contactless landing zone, until it clips
into position
6. If required, press the Feed key on the keypad to advance the paper
Changing the receipt roll
Printer
Compartment Lid
18

1. Press Menu key
2. Press Option 1 – EFTPOS
3. Press Option 4 – TRAINING MODE
4. Enter the Manager Password
5. Press [F1] key under ON and press OK to turn on training mode
Note: Only financial transactions can be performed whilst in training mode. Training mode can
also only be enabled when the terminal is in a ready state and when there are no reversal or
advices pending.
6. Card is swiped, tapped or inserted
7. Wait for processing “Training Mode” to be completed
8. Cardholder selects their account type (if applicable)
9. Wait for transaction to be processed. A delay of 2 seconds is added at this stage to
simulate the bank response.
10. The final response is displayed based on the cents received in the total amount
of the POS request.
For example: ‘APPROVED’ would appear when ‘00’ is passed in the cents field.
‘SIGNATURE REQUIRED’ would appear when ‘08’ is passed in the cents field.
Note: All transactions processed in training mode will have the following printed on the
receipt in place of the Merchant Name and Address.
Training Mode instructions
**** TRAINING ONLY ****
NOT A VALID TRANSACTION
19

Commonwealth Bank of Australia ABN 48 123 123 124 AFSL and Australian credit licence 234945.