Global Payments VX 520 User manual

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Payments
Global Payments Countertop 
VX 520
Quick Reference Guide
July 2019

Table of Contents
1 –Introduction...............................................................................5
2 –Basic Terminal Operations .......................................................5
Before You Begin .............................................................. 5
How to Use This Guide ..................................................... 5
Accessing the Payment Application.................................. 6
Changing the Supervisor or Manager Password .............. 6
Locking the Terminal Keyboard......................................... 7
Unlocking the Terminal Keyboard ..................................... 7
3 –Change Terminal Language (English/French) .........................7
4 –Accepting Payment Cards........................................................8
To Conduct a Magnetic Stripe Transaction....................... 8
To Conduct a Chip Card Transaction (External PIN Pad) 8
To Conduct a Magnetic Stripe Transaction External PIN
Pad)................................................................................... 9
To Conduct a Contactless Transaction........................... 10
5 –Sale Transactions (Credit or Debit)........................................10
Using the External PIN Pad............................................. 10
Tipping Options ............................................................... 12
Chip Error Processing ..................................................... 12
6 –Void (Credit or Debit)..............................................................12
7 –Return (Credit or Debit) ..........................................................13
8 –Phone Order Sale (Credit Only) .............................................14
9 –Pre-Auth and Complete (Restaurants, Hotels & Car Rentals)15
10 –Performing a Settlement (Closing the terminal) ...................17
11 –Offline Sale (Credit Only)......................................................17

12 –Demo Mode..........................................................................18
13 –Employee Setup ...................................................................18
Default Employee ID Table ............................................. 19
14 –Reports.................................................................................19
15 –Handshake............................................................................20
16 –Terminal Set-up....................................................................20
Select a Location for the Terminal................................... 21
Unpack the Shipping Carton ........................................... 22
Examine Terminal Features ............................................ 22
General Features ............................................................ 23
Connection Ports on the Back Panel .............................. 24
Connecting the External PIN Pad.................................... 25
Installing the Paper Roll .................................................. 26
Cleaning the Terminal and Printer................................... 27
17 –Troubleshooting....................................................................28
Blank Display................................................................... 28
Terminal Does Not Connect to Global Payments ........... 28
Printer Does Not Print ..................................................... 28
Printer Paper Jam ........................................................... 29
Other Common Messages .............................................. 29
18 –Response Codes..................................................................29
19 –Abbreviations........................................................................31
20 –Other Features......................................................................32
21 –Service and Support.............................................................32
22 –Terminal Specifications ........................................................33
23 –Notes ....................................................................................34

1 –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 power
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 VX520 terminal. For terminal-
related questions or support, please contact Global Payments
Customer Care.
2 –Basic Terminal Operations
Before You Begin
For unpacking and set-up instructions, refer to Section 16.
CAUTION:
Due to risk of shock or terminal damage, do not
use the terminal near water, in a wet basement,
bathtub, washbowl, kitchen sink, and laundry tub or
near a swimming pool.
Do not use in flammable environments or near gas
pumps.
How to Use This Guide
The terminal contains both ATM Style buttons for (Screen Function
Keys) for variable screen menu selection options and pre-configured
numeric key pad & function buttons. Variable on-screen menus will
appear in BOLD throughout this guide. Press the corresponding Screen
Function Key on the right side of the display to select that option. Pre-
configured buttons will appear in CAPS.

Accessing the Payment Application
Following power up, you may be requested to select ‘SOFTPAY-
GLOBAL’ using the corresponding screen function Key on the right side
of the display in order to access the payment application.
Changing the Supervisor or Manager Password
Your supervisor number is an important security feature of your
terminal. It is used to access functions such as Returns, Voids, and
Settlements. You should change your password periodically for
maximum protection from fraud.
Press the Cancel to return to the
main menu (see illustration)..
At the main menu:
1. Press MENU ▼ (First purple key from left) until you see Other
Setup
2. Select Other Setup by pressing the appropriate function key.
3. Key in the current Supervisor Password and press ENTER
4. Press MENU ▼ until you see Terminal
5. Select Terminal
6. a. Press Next until you see Super Pwd (to change the
Supervisor password) or
b. Press Next until you see Manager Pwd (to change the
Manager password)
7. Select Edit
8. Enter the new password and press ENTER (5 to 9 digits)
9. Select Exit
10. Select OK to save changes
11. Press CANC/ANNUL (Red Cancel key) to return to main menu

Locking the Terminal Keyboard
If leaving your terminal unattended, it is recommended to lock the
keyboard in order to prevent unauthorized use. For maximum security,
terminals and PIN Pads should be stored in a secure location when not
in use.
To lock the keyboard, at the main menu:
1. Press 5
2. Key in the current Supervisor Password and press ENTER
3. Select Yes
Unlocking the Terminal Keyboard
Select any function to unlock the terminal. Entering the correct
password will unlock the terminal.
NOTE:
You will be prompted to enter the Supervisor
Password for every function until the keyboard is
unlocked.
To unlock the keyboard, at the main menu
1. Press 5
2. Key in the current Supervisor Password and press ENTER
3. Select No.
3 –Change Terminal Language
(English/French)
To select a language:
At the Main Menu:
1. Press 8
2. Select language (F1: English, F2: French)

NOTE:
The cardholder language will be displayed as per the
language indicator on the card where available.
4 –Accepting Payment Cards
To Conduct a Magnetic Stripe Transaction
1. Select the transaction type on the terminal
2. Position a magnetic stripe card with the stripe outward, away from
the keypad
3. Swipe it through the magnetic card reader as shown below
NOTE:
The location and direction of the card reader may vary
depending on the PIN Pad model.
To Conduct a Chip Card Transaction (External PIN Pad)
1. Select the transaction type on the terminal and follow the prompt
accordingly.
2. Position a chip card with the gold contacts facing upward as shown
below

3. Insert it into the chip card reader slot in a smooth, continuous
motion until it seats firmly
4. If more than one application is available on the chip card, the PIN
Pad will display the first application. If you want to accept the
application displayed, press the function key below the word
“Select” or press the function key below “>>>” to go to the next
application
5. Remove the card when the display prompts you to do so
To Conduct a Magnetic Stripe Transaction External PIN Pad)
1. Select the transaction type on the terminal
2. Position a magnetic stripe card with the stripe outward, away from
the keypad
3. Swipe it through the magnetic card reader as shown below
NOTE:
The location and direction of the card reader may vary
depending on the PIN Pad model.

To Conduct a Contactless Transaction
1. After processing a transaction on the POS, ask the customer to
wave or tap their card in close proximity to PIN Pad Screen so that
maximum surface area is parallel to the antenna as shown below.
2. A series of beeps and LED flashes will indicate that the card has
been validated
3. A receipt is printed with the purchase amount
5 –Sale Transactions (Credit or Debit)
Using the External PIN Pad
1. Press MENU ▼ until you see Sale
2. Select Sale by pressing the appropriate function key
3. Select Merchant and enter merchant password (optional)
4. Enter Invoice Number (optional)
5. Enter Employee Number (optional)
6. Key in the total purchase amount and press enter
7. Select Yes or No for prompting tip (optional)
8. Hand the Pin Pad to cardholder
9. Swipe/Insert card on the External PIN Pad
10. Enter the V-Code (3 or 4 digit code from the back or front of the
card) (Optional)
11. If prompted, enter last 4 digits of the card number. This extra step
helps to reduce fraud and charge backs (credit card only)
12. Enter tip amount (optional)
13. For chip cards, the cardholder must confirm the amount of the
transaction and if required enter their PIN on the external PIN Pad
14. For debit purchases, enter cash back amount (optional) and hand
the pin pad to the cardholder

15. The terminal connects to Global Payments for an authorization and
the response will be displayed on the screen
16. Terminal prints receipt
17. The first receipt (merchant’s copy) is signed by the cardholder and
retained by the merchant. A signature is not required for debit
cards
NOTE:
For chip transactions, check the receipt to determine if a
signature is required.
Some chip cards may require:
a) Both a PIN and signature b) signature only c) PIN
only
18. Hand the second copy to the cardholder. It does not need to be
signed.
NOTE:
If the terminal cannot read the card, you must enter the
card number manually, and then use our imprinter to
take an imprint of the card and retain signed copy for
your records.
If the chip card is not supported, you will see a
message “Application not supported” or “chip
malfunction”. Press Enter to continue. The following
prompt will appear on the screen: “Override chip
requirement”. Select “yes” to continue. If “no” is
selected, the transaction will be cancelled. The next
message will be “Please remove card” then “use mag
stripe”. You may then attempt to process the
transaction using the magnetic stripe.
NOTE:
To quickly reprint the last transaction, press Reprint and
then select Last Receipt

Tipping Options
Tipping can be completed in one transaction using the SALE
Transaction if Tipping is enabled. The SALE Transaction will prompt the
cardholder for a Tip amount and send the full amount for authorization.
This eliminates the need to perform a Pre Auth and Completion to
capture the TIP amount. Depending on the configuration, tipping can be
completed by selecting either a percentage amount or dollar amount
option. When percentage tipping options are enabled, the card
holder will be presented with three default percentage amounts to
choose from: 10%, 15% and 20%. These values can be customized by
calling the Global Payments Helpdesk. Should the cardholder not want
to use any of the three default percentage options, the dollar amount
tipping option allows the cardholder to enter a specific c dollar amount
for the tip.
Chip Error Processing
For chip cards, alternative processing using magnetic stripe or manual
entry may be permitted under certain circumstances. Always follow the
terminal prompts.
1. If you have swiped a chip card and the terminal displays “Use Chip
Reader”, press CANCEL to restart the transaction. Select the
transaction type, then instruct the cardholder to insert the card into
the chip reader.
2. If the terminal displays “Application Not Available” or “Use Mag
Stripe” during the chip transaction, remove the card and then press
CANCEL and proceed using the magnetic stripe. When the terminal
displays “Override Chip Requirement?”, select YES.
6 –Void (Credit or Debit)
If you have entered the wrong amount or need to cancel a transaction,
use the Void transaction (instead of Refund) wherever possible.

NOTE:
Transactions can only be voided before they are settled
The customer must be present for a Debit void.
You can also search for transactions by using the FIND
feature: From the main menu, press 2.
At the main menu:
1. Press MENU ▼
2. Select Void by pressing the appropriate function key.
3. Enter the supervisor password and press ENTER
4. If you want to void the last transaction, press F1, then go to Step 5.
Otherwise press F2 to search for the transaction based on
Invoice# or Account#:
Select one of the following:
Invoice # (F1) and enter the invoice number
Or
Account # (F2) and enter the last 4 digits of the account
number
5. Confirm that the screen displays the transaction you wish to void
by selecting Yes (F1)
6. To void a debit or chip transaction, hand the terminal or PIN Pad (if
applicable) to the cardholder. Swipe or Insert the card when
prompted
7. Printer prints receipt and receipt is signed (for credit cards) by the
merchant
8. Provide the signed copy to the cardholder
7 –Return (Credit or Debit)
Use the Return transaction to credit a cardholder.
At the Main Menu:
1. Press MENU ▼
2. Select Refund by pressing the appropriate function key.
3. Enter Supervisor password and press ENTER
4. Follow the prompts on the screen. For a debit or chip transaction,
hand the terminal or PIN Pad (if applicable) to the customer

5. Printer prints receipt and receipt is signed (for credit cards) by
merchant
6. Provide the signed copy to the cardholder
NOTE:
The customer must be present for a Debit return.
8 –Phone Order Sale (Credit Only)
Use the phone order transaction to process a purchase that was
received by phone or mail order.
NOTE:
You must be approved by Global Payments before
accepting phone/mail order purchases.
1. Press MENU ▼ until you see Phone Order
2. Select Phone Order by pressing the appropriate function key.
3. Enter the card number and follow the prompts on the screen
4. After entering the amount, you may be asked to key in the address
and postal code of the cardholder, or enter the V-Code (3 or 4 digit
code from the back or front of the card). This extra step helps you
to make a better decision about the transaction
NOTE:
It is possible that the transaction is authorized, but the
address and postal code and/or V-Code did not match
with information that the card issuer has. (See V-Code
response code on the receipt and Section 18 –
Response Codes). This transaction may represent
higher risk and you may choose to proceed as is or void
it.

9 –Pre-Auth and Complete (Restaurants,
Hotels & Car Rentals)
Using the Pre-auth transaction allows you to enter a different amount at
the end of the transaction.
For restaurants, if a chip card is presented, do not use pre-auth and
completion. A purchase transaction with a tip is recommended because
the cardholder will need to enter their PIN (similar to debit cards).
If you operate a restaurant, hotel or car rental, your terminal may be
configured to display Pre-auth (F3) and Completion (F4) on the fi rst
page of the Main Menu.
NOTE:
Special rules apply for hotels and car rentals. Please
contact your sales representative or consult your
merchant agreement for more details.
Pre-Auth –Authorize the amount (before tip)
1. Press MENU ▼ until you see Pre-Auth
2. Select Pre-Auth by pressing the appropriate function key
3. Select merchant and enter merchant password (optional)
4. Enter Invoice number (optional)
5. Enter employee number (optional)
6. Key in the total purchase amount and press enter
7. Swipe/Insert card
8. Enter the V-Code (3 or 4 digit code from the back or front of the
card) (Optional)
9. Hand the internal PIN Pad to the cardholder or hand the external
PIN Pad to the cardholder
10. If prompted, enter last 4 digits of the card number. This extra step
helps to reduce fraud and charge backs (credit card only)
11. For chip cards, the cardholder must confirm the amount of the
transaction and if required enter their PIN on the terminal and then
hand the terminal back to merchant
12. The terminal connects to Global Payments for an authorization and
the response will be displayed on the screen

13. Terminal prints receipt
14. The first receipt (merchant’s copy) is signed by the cardholder and
retained by the merchant. After the cardholder has entered a tip
amount, do a Completion
15. For hotels, attach this receipt to the guest folio. When the guest
checks out, do a Completion
16. For car rentals, attach this receipt to the contract. You may be
asked to enter the V-Code (3 or 4 digit code from the back or front
of the card). This extra step helps you to make a better decision
about the transaction. When the customer returns the vehicle, do a
Completion
Completion –Complete the transaction for the fi nal amount (including
tip)
1. At the Main Menu select Completion or press MENU ▼ until
Completion is displayed
2. Select the method that you would like to use to locate the
transaction (Inv # (F1) or Acct # (F2))
3. For restaurants, press ENTER when prompted for “new amount”
4. Add tip and press ENTER
5. For hotels and car rental, key in the new amount and press
ENTER
NOTE:
The new amount must not exceed the amount of the
authorizations by more than 15%.
A receipt showing the details of the completion is optional for
restaurants. Contact Global Payments’ Customer Care to turn this
feature ON or OFF.
NOTE:
Pre-Auth is not a Sale transaction and it will not settle
Completion is similar to Sale transaction and will
settle

10 –Performing a Settlement (Closing the
terminal)
You should perform a terminal settlement at least once per day. This
ensures prompt payment and reduces the chance of charge backs.
1. From the Main Menu, select Settlement
2. Enter the supervisor password
3. Confirm the deposit totals by pressing ENTER
These transactions will be processed and your account(s) will be
credited. The funds will be available in your account(s) according to the
arrangements you make with each card processor.
NOTE:
If the terminal displays Out of Balance at the end of
the Settlement procedure, contact Global Payments
Customer Care.
11 –Offline Sale (Credit Only)
The Offline Sale transaction can be used when an authorization number
has previously been obtained and needs to be entered in for the
transaction. For example, if a previous Sale Transaction required a
CALL FOR AUTH response.
1. At the Main Menu, press MENU ▼ until Offline Sale is displayed
2. Select Offline Sale by pressing the appropriate function key.
3. Follow the prompts on the screen
4. At the ACCT# Prompt, key in the Credit Card Number
5. At the EXP DATE Prompt, key in the EXP Date
6. Enter the Supervisor PW (if prompted)
7. Enter the Authorization Code
8. The terminal connects to Global Payments to send the
authorization and the response will be displayed on the screen
9. The first receipt (merchant’s copy) is signed by the cardholder and
retained by the merchant.

12 –Demo Mode
To become more familiar with the terminal or to train new staff, use
Demo Mode. All transactions in Demo Mode are simulated and are not
actually processed. Remember to exit Demo Mode before processing
real transactions. As an extra precaution, all transactions above $5.00
are declined while you are in Demo mode.
NOTE:
You must perform a settlement before you can enter
Demo mode.
Do not use a chip card while in Demo Mode.
1. From the Main Menu, press MENU ▼ until you see Other Setup
2. Select Other Setup by pressing the appropriate function key.
3. Key in the supervisor password
4. Select Demo
5. Select On or Off
13 –Employee Setup
Employee ID’s help to track the transactions processed by each
employee. The Employee configuration table can be accessed from the
Main Menu by pressing MENU ▼and selecting EMPLOYEE SETUP or
from the Main Menu by pressing the number “7” key.
Employee ID’s must be between 2 and 4 digits long & must be pre-
registered on the terminal. The Terminal is pre-configured for employee
ID’s 1 - 99. Each EMPLOYEE ID is also assigned a password, which
must be a numerical Password that is 5 –10 digits long.
To access the EMPLOYEE ID Configuration, the Manager Level
Password is required.
Using the Employee Setup allows you to do the following activities:
Log On Employee
oInitiates the Employee Log On process

Log Off Employee
oInitiates the Employee Log Off process
Add Employee
oInitiates the Add Employee process
Modify Employee
oInitiates the Modify Employee information process
Delete Employee
oInitiates the Delete Employee information process
Clear Employees
oInitiates the Clear All Employees process
Default Employee ID Table
The table below outlines the default Employee ID’s and their
corresponding passwords, that are pre-configured on the Terminal:
EMPLOYEE ID
EMPLOYEE PW
1
00001
2
00002
3
00003
…
…
97
00097
98
00098
99
00099
14 –Reports
Terminal reports provide a quick and easy way to review the day’s
activities. The Reports menu is accessed by pressing the Reports “Hot”
key (4th purple key on the terminal). The following reports can be
accessed from the Reports menu:
Totals Report
Prints totals by card type
Detail Report
Prints detailed information for each transaction
Employee Reports:
Totals Report
Prints transaction totals per Employee
Detail Report

Prints transaction details per Employee
Employee Table
Prints Login information
Discount Tip
Prints Tip information per Employee
Shift Report
Prints transaction totals per shift
Pre-Auth Report
Prints the list of open Pre-Auths
Batch History
Prints Settlement totals by date (Last 30)
Terminal Parameters
Prints parameter data card type
Cards Report
Prints specific data for each card range and card type
Terminal Stats
Prints statistical and diagnostic information about the
terminal by day or week
Merchant Report
Prints merchant information per Merchant
Cash Totals Report
Prints the Cash transaction totals by shift
15 –Handshake
Use the Handshake function to test the terminal connection with Global
Payments
1. Press MENU ▼ until you see “Test”
2. Select Test
3. Select Handshake
4. The terminal will attempt to connect and synchronize with the PIN
Pad
5. If the handshake was successful, the terminal should display
“Approved”
16 –Terminal Set-up