Global Payments Desk/5000 User manual

Payments
Quick Reference Guide
Global Payments
Countertop Desk/5000
and Desk/5000
Multi-merchant
A smart terminal that puts convenience and security
at your fingertips

Table of contents
Introduction 4
General Tips 4
Basic Terminal Operations 4
Before You Begin 4
Unpacking the Shipping Carton 4
Terminal ON/OFF 5
Terminal Physical Keyboard 5
Virtual Keypad 6
Numeric Data Entry 6
Alphanumeric Data Entry 6
Access Administrator Menu 6
User Access Management 6
Password Hierarchy 7
Manager/Supervisor/Clerk ID & Passwords 7
Set Up Your Manager/Supervisor ID and Passwords 8
Clerk ID & Password 8
To set up or change the Clerk Password 8
Changing the Terminal Language 8
Accepting Payment Cards 9
To Conduct a Contactless Transaction 9
To Conduct a Contactless Transaction on the External PIN
Pad (EPP) 9
To Conduct an EMV Chip Card Transaction 9
To Conduct an EMV Chip Card Transaction on the External
PIN Pad (EPP) 10
To Conduct a Magnetic Stripe Transaction 10
To Conduct a Magnetic Stripe Transaction on the External PIN
Pad (EPP) 10
Sale (Credit or Debit) Transactions 11
Auth Only (Credit) 12
Void (Credit or Debit) 13
Pre-Auth and Completion (Optional) 14
Pre-Auth – Authorize the amount: 14
Return 15
Performing a Settlement (Closing The Terminal) 16
Reprint 17
Demo Mode 17
Batch Menu 18
Batch Total 18
View Batch History 18
Delete Batch 18
Terminal Security 18
Reports Menu Password Protection 19
Transaction Password Protection 19
Terminal Security 20
Reports 20
Key Beep and Backlight 21
To change backlight setting: 21
To change brightness setting: 21
Installation Procedure 21
Countertop – Desk/5000 Connection to Power 21
Countertop – Desk/5000 Connection to Ethernet 22
Countertop – Desk/5000 Connection to the Desk/1500
External PIN Pad (Optional) 22
© 2021 Global Payments Inc. All Rights Reserved.
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Attaching the Privacy Shield (Optional) 24
Replacing the Paper Roll 24
Semi-Integrated Configuration with ECR (optional) 25
Troubleshooting 26
Receipt Paper is Jammed 26
Card Reader Does Not Work Properly (Cards are Not Read)26
Receipt is Blank 27
Auto-Download (IP Terminal Only) 27
Cleaning 27
Terminal Specifications 28
Service and Support 29
© 2021 Global Payments Inc. All Rights Reserved.
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Introduction
Global Payments offers merchants a wide variety of leading payment
technology solutions, all from one reliable source. As one of the world’s
largest and most trusted payment technology solution providers, Global
Payments combines industry-leading expertise with over 50 years of
Canadian-specific experience. This powerful combination allows us to
deliver comprehensive solutions that are personalized to your needs.
This guide is your primary source of information for operating, setting up,
and installing the Global Payments’ Wireless - Move/5000 and
Move/5000 Multi-Merchant terminal.
For questions or support, please contact Global Payments Customer
Care.
General Tips
The following tips will help ensure you continue to process smoothly with
Global Payments Canada:
1. This reference guide contains information on the features and
functions capable of your terminal, as well as basic troubleshooting
techniques. Keep this guide in an easy-to-find location.
2. Perform a settlement daily; this ensures that your funds are
constantly deposited into your bank account regularly.
3. Change your passwords frequently. Changing passwords frequently
ensure you protect yourself from unauthorized use of your terminal.
4. If you have a problem with your terminal, check cabling and attempt
a reset by unplugging and re-plugging the power supply.
5. If you have a communication problem with your terminal, verify that
there are currently no outages reported by your telephone company
or your Internet service provider.
6. The Global Payments Canada Customer Service line is open 24
hours a day, 7 days a week, to ensure there is always someone
available to assist you.
Basic Terminal
Operations
Before You Begin
The terminal (“Desk/5000”) is a point-of-sale electronic payment
terminal designed to process debit and credit card transactions via
an Internet or standard dial connection. For terminal set-up
instructions, refer to Section 18.
CAUTION:
Due to risk of shock or terminal damage, do
not use the terminal near water, in a wet
basement, bathtub, washbowl, kitchen sink,
laundry tub, or near a swimming pool. Do not
use in flammable environments.
Unpacking the Shipping Carton
Carefully inspect the shipping carton and its contents for shipping
damage. If the content is damaged, file a claim immediately with the
shipping company and notify Global Payments. Do not try to use
damaged equipment.
Remove the items from the carton. You should have the following
items, according to what was ordered:
●A Global Payments Countertop -Desk/5000 terminal with paper
roll installed
●An external power supply
●Roll of thermal printer paper
●Quick Start Instructions
●Ethernet cable and/or telephone cord
© 2021 Global Payments Inc. All Rights Reserved.
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●Desk/1500 External PIN Pad (Optional)
NOTE:
If you have ordered the Desk/500 terminal
with a Desk/1500 External PIN Pad. The
External PIN Pad will be included in the box.
Terminal ON/OFF
When the terminal is connected to the power supply, it will
automatically power up, initiate an application check and then enter
the home screen. To power off the Desk/5000, simply disconnect
the power supply from the electrical outlet.
Terminal Physical Keyboard
The terminal keypad is numeric only and contains 10 numeric keys
(0-9), a green [Enter] key, a red [Cancel] key, a yellow [Correction]
key.
NOTE:
The physical keypad is numeric only.
Button
Characters Accessed
1
2
3
4
5
6
7
8
9
0
Red [Cancel] key
Will clear all of the data entered
Yellow [Clear] Key
Backspace (i.e. clear one
character at a time)
Green [Enter] key
Will submit the data
entered.
Period, comma, number sign,
star. Administrator Key.
Paper Feed Key
Desktop Key
© 2021 Global Payments Inc. All Rights Reserved.
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Virtual Keypad
Global Payments Countertop - Desk/5000 (and
Desk/5000 multi-merchant) is equipped with a 3.5-inch
touch screen. The sample virtual alpha keypad shown
below will display when the field tapped on the touch
screen requires an alphanumeric entry. 123 can be tapped
to display the virtual numeric keypad and QWE can be
tapped to display the virtual uppercase alpha keypad.
NOTE:
Keypress on the virtual keyboard briefly changes the
key colour.
Numeric Data Entry
The terminal keypad will automatically default to a numeric-only keypad
when entering data into numeric-only fields, such as card number and
amount prompts. See the following examples:
Card number is a numeric data item. To enter the value “544619999,”
press [5],[4],[4],[6],[1],[9],[9],[9] and [9] on the keypad. Then press
[Enter] to confirm the data entered. The terminal then starts validation.
For amount entries, the terminal initially displays $0.00. For example, to
enter the value “$5.30,” press [5],[3], and [0]. No decimal point is
entered. Then press [Enter] to confirm the data entered. The terminal
then starts validation.
Alphanumeric Data Entry
When a field allows for alphanumeric entry, a virtual keypad is displayed.
To get an expanded alpha keypad, click icon located on the right end
of the data entry field.
Access Administrator Menu
The Administrator Menu is the place where all terminal configuration
settings are stored. It can only be accessed by pressing the Administrator
key. The administrator menu will be displayed on the terminal screen.
NOTE:
Some menu options in Admin require a password
to access.
User Access Management
The terminal offers multi-level user access. There are 4 level user
accesses – from the highest level to the lowest level – which are
administrator, manager, supervisor, and clerk. Each level can create
multiple users. You can set up a maximum of 9 administrator user IDs,
maximum of 10 manager IDs, and 10 supervisor IDs. The terminal supports
up to 200 clerk IDs.
© 2021 Global Payments Inc. All Rights Reserved.
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Each user can set up a customized password.
Password Hierarchy
The password hierarchy is as follows:
●Administrator password
●Manager password
●Supervisor password
●Clerk password
A higher-level password is accepted in the place of a lower-level
password.
Example: If the application prompts for the clerk password, then the
supervisor, manager, and administrator passwords will also be accepted.
Administrator ID & Password
Your terminal is pre-programmed with a default administrator ID name of
“1”, please call Customer Care at 1-800-599-6491 - Tech option 3 to set
up your personalized admin password.
Your administrator password is an important security feature of your
terminal. It is used to access the sensitive administrator menu. The
administrator password is between 7 and 12 alpha and numeric characters
(min=7, max=12). At least 1 alpha and 1 numeric character must be used.
If the wrong administrator password is entered more than four (4)
consecutive times while trying to access the administrator menu, the user
will be locked out. At this point, please call Customer Care for help at
1-800-599-6491 - Tech option 3.
Password Restrictions:
●The Administrator Password cannot contain more than four (4) of the
same character (e.g. 2222, BBBB, etc…)
●The Administrator Password cannot have more than four sequential
characters in both ascending and descending orders. (e.g. ABCD, StuVw
90123, 1234 etc…)
●The Administrator Password cannot have the same string as the
Administrator ID.
NOTE:
If the Administrator ID is greater than four
characters.
You should change your password periodically for maximum protection
against fraud.
You can set up up to nine (9) available Administrator User Names (“ID”)
and Passwords. Each Admin User Name (“Admin ID”) has an associated
password. There cannot be duplicate Administrator User Names.
NOTE:
Your default administrator user name (“ID”) is 1. To
set up your administrator password, please call
Customer Care at 1-800-599-6491 - Tech option 3.
Manager/Supervisor/Clerk ID & Passwords
The manager and supervisor IDs and passwords are set up in the Security
menu within the Admin menu. A higher-level user must access the
security menu with his credential to create a lower-level user ID. For
example, an admin user is required to access the security menu to create
a manager user ID. A supervisor user ID can be created by either the
Admin user or the manager user.
There are up to 10 managers and 10 supervisors. The Manager/Supervisor
ID is between one to seven numeric digits. Each ID must be unique and
cannot be duplicated.
The manager, supervisor, and clerk password length is seven alpha and
numeric characters. The password can consist of any number of alpha or
© 2021 Global Payments Inc. All Rights Reserved.
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numeric characters.
If the manager or supervisor forgets their password, the higher-level user,
for example, the admin user must delete the existing manager/supervisor
ID and add a new one.
Set Up Your Manager/Supervisor ID and Passwords
1. At the home screen, press the administrator [.,#*] key or tap ADMIN
on the home screen for the administrator menu
2. Tap Security
3. Enter the administrator name and password, press [Enter]
4. Tap Supervisor/Manager
5. Enter the administrator name and password, press [Enter]
6. Press [1] Add User
7. Press [1] Supervisor, [2] Manager
8. Enter Supervisor or Manager ID
9. Enter Supervisor or Manager Name
10. Enter Password, re-enter Password
11. Terminal prompts: Add Another? [1] Yes [2] No
12. Press [Cancel] to return to the home screen.
Clerk ID & Password
Clerk ID and password can be set up in the Clerk menu within the Admin
menu. There is a maximum of 200 available Clerk IDs and Passwords.
Each Clerk ID has an associated name and password.
There cannot be duplicate Clerk IDs. The Clerk ID is between one to six
numeric digits.
The Clerk Name is between one to twenty alpha & numeric characters.
The Clerk’s password is between four and seven alphanumeric digits. This
password does not expire. If the Clerk forgets their password, the
Administrator, Manager, or Supervisor can set a new one.
To set up or change the Clerk Password
1. At the home screen, press the administrator [.,#*] key or tap ADMIN
on Home Screen for the administrator menu
2. Tap Clerk Menu
3. Enter the administrator name and password, and press [Enter]
4. Press [1] Add ID
5. Enter Clerk ID
6. Enter Clerk Name
7. Enter Password,re-Enter Password
8. Terminal prompts: Add Another? [1] Yes [2] No
9. Press [Cancel] to return to the home screen.
If you forget your password, please call Customer Care at
1-800-599-6491 - Tech option 3.
For instructions on how to use each password level to protect sensitive
information, please refer to Section 15.
Changing the Terminal
Language
1. At the home screen, tap LANGUAGE, bottom right-hand corner.
2. Press [1]-English, press [2]-Francais, and press [Enter].
3. The home screen will be displayed in the alternate language (English
or French).
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Accepting Payment
Cards
NOTE:
For External PIN Pad, please refer to the
Desk/5000 EPP Addendum.
To Conduct a Contactless Transaction
1. Tap the transaction icon on the home screen, or press the [Enter] key
to enter the main transaction menu and then select transaction type.
2. Follow the prompts displayed on the screen accordingly.
3. Bring the card firmly up to the active zone above the display (hold
approx. one (1) cm above the contactless logo located on the paper
trapdoor). Keep the card close to the display during the transaction.
4. Your contactless terminal has a row of four status lights that are
visible on the display. When a contactless transaction is started the
first (left hand) status light will be lit steadily; this indicates that the
contactless display is in use but a card is not being read.
5. When a contactless card is presented to the contactless active zone
during a transaction, the second, third, and fourth status lights will be
lit in turn. The card reader is successful when all four status lights are
lit and the audible confirmation tone is heard.
To Conduct a Contactless Transaction on the External PIN Pad (EPP)
1. Tap the transaction icon on the home
screen, or press the [Enter] key to enter the
main transaction menu and then select
transaction type.
2. After processing a transaction on the
terminal, ask the customer to confirm the
amount on the PIN Pad.
3. Cardholder follows the prompts displayed on the EPP screen by
pressing the keys on the PIN Pad.
4. Cardholder waves or taps their card close to the EPP screen so that
the maximum surface area is parallel to the antenna as shown in the
below diagram.
5. A series of beeps and LED flashes will indicate that the card has been
validated.
6. A receipt is printed on the terminal with the purchase amount.
To Conduct an EMV Chip Card Transaction
1. Tap the transaction icon on the home screen, or press the [Enter]
key to enter the main transaction menu and then select transaction
type.
2. Follow the prompts displayed on the
screen accordingly.
3. Position the chip card with the chip
side facing upward, as shown below.
4. Insert the chip card into the smart
card reader slot in a smooth,
continuous motion until it sits firmly.
5. Remove the card only when the screen indicates the transaction is
complete.
© 2021 Global Payments Inc. All Rights Reserved.
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To Conduct an EMV Chip Card Transaction on the External PIN Pad
(EPP)
1. Tap the transaction icon on the home screen, or press the [Enter]
key to enter the main transaction menu and then select transaction
type.
2. Position a chip card with the chip contacts facing upward as shown
in below the diagram.
3. Insert it into the chip card reader slot in a smooth, continuous motion
until it sits firmly.
4. If more than one card application is available on the chip card, the
EPP will display the first application. If you want to accept the
application displayed, Press the Enter key to proceed, otherwise
scroll up/down to highlight the
application that you want to process.
5. Follow the prompt on the EPP to
complete the transaction.
6. Remove the card when the display
prompts you to do so.
CAUTION:
Leave the chip card in the reader until the
transaction is complete. Premature card
removal will invalidate the transaction.
To Conduct a Magnetic Stripe Transaction
1. Tap the transaction icon on the home screen, or press the [Enter] key
to enter the main transaction menu and then select transaction type.
2. Follow the prompts displayed on the screen accordingly.
3. Position a magnetic card with the
stripe in the side card reader
facing inward, toward the keypad.
4. To ensure a proper read of the
magnetic swipe card, the user
should insert the magnetic card
from the top of the unit, as shown
below.
5. Swipe the card through the
magnetic card reader.
6. The screen indicates the transaction is complete.
To Conduct a Magnetic Stripe Transaction on the External PIN Pad
(EPP)
1. Tap the transaction icon on the home screen,
or press the [Enter] key to enter the main
transaction menu and then select transaction
type
2. Position a magnetic stripe card with the stripe
outward, facing away from the keypad.
3. Swipe it through the magnetic card reader as shown in the below
diagram.
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