Moneris DESK/5000 User manual

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Moneris® Desk/5000
Reference Guide

Need help?
Web: moneris.com/support-desk5000
Toll-free: 1-866-319-7450
Record your Moneris merchant ID here:
____________________________________

Moneris® Desk/5000 Reference Guide 1
Contents
Setting up Your Terminal ....................................................................................3
Before you get started....................................................................................................................4
Hardware setup .............................................................................................................................5
Connect the Ethernet cable .................................................................................................................. 5
Connect the two-part power supply cable ........................................................................................... 6
Remove the protective film (if applicable) ........................................................................................... 6
Install the paper roll.............................................................................................................................. 7
Software setup...............................................................................................................................8
Connection setup .............................................................................................................................................8
Securing your terminal .....................................................................................................................................9
Editing your settings .......................................................................................................................................10
Enroll in Merchant Direct ...............................................................................................................................10
Choose what to do next .................................................................................................................................11
Communications troubleshooting .................................................................................................12
Error messages....................................................................................................................................12
Additional settings .......................................................................................................................13
Language settings................................................................................................................................13
Tip settings..........................................................................................................................................13
Multi-terminal settings ....................................................................................................................... 14
Clerk settings.......................................................................................................................................15
Receipt settings...................................................................................................................................16
Communication settings .....................................................................................................................17
Security settings.................................................................................................................................. 19
Using Your Terminal..........................................................................................22
Moneris Desk/5000 ......................................................................................................................23
Terminal keys and hardware...............................................................................................................24
On-screen buttons .............................................................................................................................. 25
Navigating the terminal ......................................................................................................................25
Touch screen interaction ................................................................................................................................25
Start up ...........................................................................................................................................................26
Getting to the Main menu ..............................................................................................................................26
Main menu..........................................................................................................................................27
Security prompts................................................................................................................................. 28
Locking the screen ..............................................................................................................................28
Card entry options........................................................................................................................29
Insert: Chip cards ................................................................................................................................ 29
Wave/Tap: Contactless cards.............................................................................................................. 29
Swipe: Magnetic stripe cards.............................................................................................................. 30
Transactions.................................................................................................................................31
Transaction guidelines ........................................................................................................................ 31
Purchase - debit/credit ....................................................................................................................... 31

Moneris® Desk/5000 Reference Guide 2
Partially approved Purchase ...............................................................................................................32
Balance inquiry on pre-paid credit cards ............................................................................................ 33
Refund - debit/credit ..........................................................................................................................33
Void ..................................................................................................................................................... 35
Pre-authorization ................................................................................................................................36
Completion.......................................................................................................................................... 37
Merchant prompts.............................................................................................................................. 38
Purchase and pre-authorization .....................................................................................................................38
Refund ............................................................................................................................................................39
Void.................................................................................................................................................................39
Customer prompts .............................................................................................................................. 40
Purchase and Pre-authorization .....................................................................................................................40
Refund ............................................................................................................................................................42
Void.................................................................................................................................................................43
Receipts .......................................................................................................................................44
Processing receipts from a transaction...............................................................................................44
Customer copy................................................................................................................................................44
Merchant copy ...............................................................................................................................................44
Reprinting receipts.............................................................................................................................. 45
Reprint both customer and merchant receipt for the last transaction ..........................................................45
Reprint both customer and merchant receipt for a previous transaction .....................................................45
Receipt examples ................................................................................................................................ 46
Original receipt ...............................................................................................................................................46
Partial approval receipt ..................................................................................................................................47
Signing a credit card receipt ...........................................................................................................................47
Card masking....................................................................................................................................... 47
Reports ........................................................................................................................................48
Merchant Direct reporting..................................................................................................................48
Transaction reports............................................................................................................................. 48
Clerk totals report...........................................................................................................................................48
Terminal totals report ....................................................................................................................................49
Transaction Details report ..............................................................................................................................49
Pre-Authorization report ................................................................................................................................50
Tip totals report..............................................................................................................................................50
Settings reports...................................................................................................................................51
Basic terminal report ......................................................................................................................................51
Enhanced report.............................................................................................................................................51
End-of-day process.......................................................................................................................52
System close........................................................................................................................................ 52
Merchant close (single terminal) ........................................................................................................ 53
Troubleshooting...........................................................................................................................54
Error messages on the Desk/5000 terminal .......................................................................................54
Equipment issues ................................................................................................................................ 55
Other issues ........................................................................................................................................55
Merchant support.............................................................................................56

Moneris® Desk/5000 Reference Guide 3
In this section, we go over everything you need to
know to set up your Desk/5000.
Setting up Your Terminal
Setting up
Your
Terminal

Moneris® Desk/5000 Reference Guide 4
Before you get started
1. Confirm you have received the required hardware.
2. Review the Moneris Ethernet Readiness Checklist to ensure that your Ethernet service is ready to
support your terminal. The checklist is available online at moneris.com/support-desk5000.
3. Go to Hardware setup on page 5.

Moneris® Desk/5000 Reference Guide 5
Hardware setup
Connect the Ethernet cable
1. Plug one end of the Ethernet cable into the Magic
Box port labelled ETH.
2. Plug the other end of the Ethernet cable into the
router/switch/hub/internal wiring —whatever is
applicable to the high-speed Internet service at your
location. (If necessary, please refer to the Moneris
Ethernet Readiness Checklist).

Moneris® Desk/5000 Reference Guide 6
Connect the two-part power supply cable
1. Insert the plug connector into the adaptor box to form
the complete power cable.
2. Insert the power cable's barrel connector into the
Magic Box's circular port labelled with the power
symbol .
3. Plug the other end of the power cable into a power source. The terminal will power on.
Recommendations: Always plug the power cable into the power source last to avoid power surges.
Use a power bar equipped with surge protection if possible. Do not use the power cable from your
existing terminal, as it may damage your new terminal.
IMPORTANT! You must use the exact power adaptor and cables provided by Moneris to work
with your terminal. Failure to do so may affect the operability of, or cause damage to, the
equipment.
Remove the protective film (if applicable)
If your Desk/5000 terminal has a protective film covering the display screen, peel the film off.
Hint: Peel from the top right to the bottom left corner.

Moneris® Desk/5000 Reference Guide 7
Install the paper roll
1. Lift the printer latch up, and then pull back to open the
lid and expose the paper well.
2. Insert the paper roll into the paper well with the loose
end unrolling from the bottom of the roll toward the
back of the terminal.
Note: If the paper is installed backward, your printouts
will be blank.
3. Unroll enough paper to extend at least one inch (2.5
cm) past the faceplate.
4. Close the lid, and press down to snap it back into place
so that the extended paper is pressed securely against
the closed lid and the faceplate.
Note: The paper should unroll back over the top of the
printer, not unroll over the faceplate.
Note: To advance the paper from the printer when the
lid is closed, you must press and hold down the paper
feed key when the terminal is powered on. DO NOT
attempt to manually advance the paper by pulling it as
this will damage the printer.
5. Your hardware setup is complete. Go to Software setup on page 8.

Moneris® Desk/5000 Reference Guide 8
Software setup
To set up your terminal software quickly and start processing transactions, simply respond to the
prompts on screen. If you need help, follow these step-by-step instructions.
1. At the “Welcome! Let’s get you payment ready” screen, tap OK.
The terminal displays the message “Please wait while your device syncs with Moneris”.
If the “Please make sure your device is connected to the Internet”message appears, the
terminal is not able to connect to the Internet. Make sure your terminal is connected to your
network by Ethernet cable. If needed, refer to the Moneris Ethernet Readiness Checklist to
make sure your terminal is ready for Internet communication.
2. Wait while the terminal connects to Moneris to obtain your account settings.
If the “We're unable to connect”message appears, the terminal is unable to connect to
Moneris. See Connection setup below.
3. The next step is to set up a high security user ID and password. Go to the Securing your terminal
section below on page 9.
Connection setup
The terminal is unable to connect to Moneris and requires information about your network to establish
the connection settings. If you are not sure how your network is set up, contact your network
administrator.
Note: When entering IP addresses, use the terminal's keypad. To enter a period, press the key.
1. Tap the Select IP Address Type field and select the type of IP addressing used by your network.
If you selected Dynamic IP, the screen shows the Automatic DNS setting with the toggle set to
ON. Go to step 2.
If you selected Static IP, the screen shows the fields required for static IP. Go to step 3.
2. Review the Automatic DNS setting.
If your network uses automatic DNS, tap OK to accept the setting and continue. Go to step 4.
If your network does not use automatic DNS, tap the toggle to change it to the OFF position,
then tap OK.
i. Tap the Primary DNS field and enter the IP address of your primary DNS server.
ii. Tap the Secondary DNS field and enter the IP address of your secondary DNS server.
iii. Tap OK at the bottom of the screen then go to step 4.
3. At the static IP setup screen, tap each field and enter the requested IP address, then tap OK.
Note: The automatic DNS toggle (set to off) is shown for information only and cannot be changed at
this screen.
4. The terminal displays: “Please wait while your device syncs with Moneris”.
5. Go to the Securing your terminal section on the next page.

Moneris® Desk/5000 Reference Guide 9
Securing your terminal
A high security user ID and passcode are required to protect the terminal. Use this user ID/passcode to
perform protected transactions and to set up other users/clerks on the terminal.
Note: If you already have a Desk/5000 terminal, the user ID/passcode setup prompt will not appear.
Moneris will download the high security user ID/passcode you created when setting up your first
terminal.
1. At the “Let's secure this device”screen, tap the User ID field and enter a user ID consisting of 1 to 4
digits, then tap OK.
2. Tap the Passcode field and enter a passcode consisting of 4 to 10 digits, then tap OK.
You cannot use 3 or more consecutive numbers such as 1236, 65439, or 3 or more repeating
numbers such as 9996, 1113.
3. Tap the Personal Identifier field and enter a name, then tap OK.
This field is optional.
It can be letters or numbers.
It could be your name or employee number, or other descriptor such as Manager or Supervisor.
4. Tap OK at the bottom of the screen to accept the information you entered.
The “Congratulations, you're payment ready!”message appears.
5. Go to the Editing your settings section below to review the most common settings on your terminal
to ensure they match the needs of your business.

Moneris® Desk/5000 Reference Guide 10
Editing your settings
The Quick Setup menu appears after you tap 1 Edit your Settings or you press 1 on the keypad.
1. Tap each menu item to view the settings. You can edit them, if needed.
Menu
Instructions
Tip
Use this screen to turn tip entry on or off. Once tipping is on, you can set the
options that your customers will see when leaving a tip. See Tip settings page 13
for more information.
Multi-terminal
Use this screen to enable multi-terminal settings, in order to use multi-terminal
batch close. See Multi-terminal settings on page 14 for more information.
Clerks
Use this screen to turn clerk IDs on or off. Once clerk IDs are on, you can create
new clerk IDs and display clerk IDs. See Clerk settings page 15 for more
information.
Receipts
Use this receipt settings screen to:
enable the options for how a customer can receive their receipt (email, text,
and no receipt, in addition to printing which is always available)
enable or disable specific options for customer receipts (for example, enable
print and text only)
set the print delay (in seconds) between the customer and merchant copies
being printed
specify the number of merchant receipt copies
set up or modify a header on your receipts
set up or modify a footer on your receipts
See page 16 for more information.
2. When finished reviewing or editing your settings, tap Next.
The Congratulations, you're payment ready! message appears.
3. Tap OK.
4. Go to the Enroll in Merchant Direct section below.
Enroll in Merchant Direct
Merchant Direct is the Moneris online tool for accessing all of your merchant reports, including end-of-
day reports. To sign up for Merchant Direct, follow these steps.
Note: If you have already enrolled for Merchant Direct, you do not have to enroll again.
1. Go to Moneris.com
2. In the top, right area of the screen, click Login and select Merchant Direct.
3. Click Online Enrolment.
4. Fill in the fields in the online form to complete your enrolment.
5. Go to Choose what to do next on the next page.

Moneris® Desk/5000 Reference Guide 11
Choose what to do next
To process a Purchase transaction, refer to Purchase –debit/credit on page 31.
To process another transaction: From the Main menu (see page 27), tap Transactions then select
the transaction you wish to perform.
To change settings: From the Main menu (see page 27), tap Settings.
For an overview of the terminal, refer to Moneris Desk/5000 (see page 23).
If you are experiencing issues with setting up your terminal to communicate with Moneris, go to
Communications troubleshooting (see page 12).

Moneris® Desk/5000 Reference Guide 12
Communications troubleshooting
Error messages
Click on each error message link to see troubleshooting solutions.
Please make sure your device is connected to the Internet.
We're unable to connect.
Cannot connect to cloud / host.

Moneris® Desk/5000 Reference Guide 13
Additional settings
If you change a setting and save it, the terminal displays “Settings Saved” or a similar message. To clear
the message, you have 3 options:
Tap it;
Press the green key; or
Simply wait for 3 seconds for the message to disappear.
Language settings
Use this screen to set the language of the terminal to English or French.
1. From the Main menu , tap Settings > Application > Language
Respond to any security prompts (see page 28) that appear.
2. To change the language, tap the Language field, then tap English or French.
3. When you are finished, tap Save.
The screen returns to the Application Settings menu in case you wish to change other settings.
4. When “Settings Saved” appears, press the green key to clear the message.
5. Press the red key to return to the Main menu.
Tip settings
This screen allows you to:
turn tip entry on or off
choose which options your customers will see when entering a tip
1. From the Main menu, tap Settings > Application (or Quick Setup) > Tip.
Respond to any security prompts (see page 28) that appear.
2. To change the settings, follow the instructions in the table.
Menu option
Instructions
Tip Support
Tap the toggle to turn this setting on or off.
Turn this setting on if you want your customers to be prompted to leave a
tip.
Tip by Dollar
Tap the toggle to turn this setting on or off.
Turn this setting on if you want your customers to be able to enter a tip as
a dollar amount.
Tip by Percent
Tap the toggle to turn this setting on or off.
Turn this setting on if you want your customers to be able to enter a tip as
a percentage of the bill.

Moneris® Desk/5000 Reference Guide 14
Menu option
Instructions
Tip Preset 1
Tap the toggle to turn this setting on or off.
Tap the preset value field and key in a percentage value (for example, 15).
Turn this setting on if you want your customers to be able to enter a tip as
a pre-set percentage.
Tip Preset 2
Tap the toggle to turn this setting on or off.
Tap the preset value field and key in a percentage value (for example, 20).
This value must be greater than Tip Preset 1.
Turn this setting on if you want your customers to be able to enter a tip as
a pre-set percentage.
Tip Preset 3
Tap the toggle to turn this setting on or off.
Tap the preset value field and key in a percentage value (for example, 25).
This value must be greater than Tip Preset 2.
Turn this setting on if you want your customers to be able to enter a tip as
a pre-set percentage.
Tip Warning
Tap the toggle to turn this setting on or off.
Tap the preset value field and key in a percentage value (for example, 40).
This value must be greater than Tip Preset 3.
Turn this setting on if you want your customers to see a notification on
screen when they enter a tip as a large percentage of the purchase amount.
It protects customers from data entry errors. The notification will allow
customers to change the amount or to proceed.
3. When you are finished setting the tip options, tap Save.
The screen returns to the Application Settings menu (or the Quick Setup menu if you accessed it
from there).
4. When “Settings Saved” appears, press the green key to clear the message.
5. Press the red key to return to the Main menu.
Multi-terminal settings
This screen allows you to:
enable multi-terminal support, such as multi-terminal batch close and multi-terminal reports;
assign a name to a terminal so that you can easily select it for multi-terminal operations.
1. From the Main menu, tap Settings > Application or Quick Setup > Multi-terminal.
Respond to any security prompts (see page 28) that appear.
2. To change these settings, follow the instructions in the table.
Menu option
Instructions
Multi-Terminal
Support
Tap the toggle to turn this setting on or off.
When this setting is on, the next two fields appear.

Moneris® Desk/5000 Reference Guide 15
Menu option
Instructions
Single Terminal
Support
When multi-terminal support is enabled, this setting allows you to close the
batch or generate reports for just one terminal.
Tap the toggle to turn this setting on or off.
Terminal Name
To assign a name to the terminal, tap Terminal Name, enter a descriptive
name (for example, Bar1), then tap OK.
3. When you are finished setting the multi-terminal options, tap Save.
The screen returns to the Application Settings menu (or the Quick Setup menu if you accessed it
from there).
4. When “Settings Saved” appears, press the green key to clear the message.
5. Press the red key to return to the Main menu.
Clerk settings
Follow these steps to:
turn clerk IDs on or off
create a new clerk ID
manage clerk IDs
Turning on clerk IDs allows you to identify which clerk processed a transaction. You can then generate
reports such as transaction totals by clerk and tip totals by clerk.
1. From the Main menu, tap Settings > Application or Quick Setup > Clerk
Respond to any security prompts (see page 28) that appear.
2. To change the settings, follow the instructions in the table.
Menu option
Instructions
Clerk IDs
Tap the toggle to turn this setting on or off.
Turn this setting on if you want the terminal to prompt for a clerk ID.
Display Clerk IDs
Tap the toggle to display the current list of clerk IDs.
The terminal connects to Moneris to retrieve the list of clerks.
Note: Your terminal must be connected to Moneris.
+ Add Clerk ID
Tap this menu item to add a clerk ID.
Key in a new clerk ID (minimum 1 and maximum 6 characters, using any
combination of numbers and letters), then tap OK.
3. When you are finished setting the Clerk ID options, tap Save.
The screen returns to the Application Settings menu (or the Quick Setup menu if you accessed it
from there).
4. When “Settings Saved” appears, press the green key to clear the message.

Moneris® Desk/5000 Reference Guide 16
5. Press the red key to return to the Main menu.
Receipt settings
Follow these steps to:
enable the options for how a customer can receive their receipt (email, text, none, in addition to
Print which is always available). If Cardholder Choice is turned off, the receipt will be printed by
default.
enable or disable specific options for customer receipts (for example, print and text only)
set the print delay (in seconds) between the customer and merchant copies being printed
specify the number of merchant receipt copies
set up or modify a header on your receipts
set up or modify a footer on your receipts
1. From the Main menu, tap Settings > Application or Quick Setup > Receipt
Respond to any security prompts (see page 28) that appear.
2. To change the settings, follow the instructions in the table.
Menu option
Instructions
Cardholder Choice
Tap the toggle to turn this setting on or off.
Turn this feature on to give your customers a choice of how to receive their
receipts.
The following options can be set only when Cardholder Choice is turned on.
Tap the toggle beside each option to turn the option on or off.
Note: The option to print the receipt does not appear on the list since a
printed receipt must always be available to the customer.
Email Receipt: Turn this option on if you wish to allow your customers
to receive their receipt by email.
Text Receipt: Turn this option on if you wish to allow your customers to
receive their receipt by text.
No Receipt: Turn this option on to allow your customers to choose not
to receive a receipt.
If you turn off these three options, the terminal will automatically print the
customer receipt without prompting.
Print Delay
The print delay determines how long the terminal pauses between printing
the customer receipt and printing the merchant receipt.
To change the default of 3 seconds, tap the Print Delay field, enter a new
value (in seconds), then tap OK.

Moneris® Desk/5000 Reference Guide 17
Menu option
Instructions
Number of
Merchant Receipts
This setting determines how many copies of the merchant receipt are
printed. To change the default, tap the field, select a new value, then tap
OK.
Note: A merchant receipt is always printed for Interac transactions and
swiped transactions, even when Number of Merchant Receipts is set to
zero.
Header Settings
The header settings allow you to print information at the top of your
receipts, such as your website address or other social media contacts. You
do not need to enter the name of your business or your address in the
header. This information will be included automatically on your receipts.
Note: Information you enter in the header will only appear on the receipt
when printed from the terminal. It will not appear on the receipt if it is sent
by text or email to the customer.
To set up a header for your receipts, tap Header Settings, choose a
language, tap each field you want to fill out, enter the text you wish, then
tap OK.
Footer Settings
The footer settings allow you to print information at the end of your
receipts, such as a holiday greeting (for example, Happy Mother’s Day) or a
message of appreciation (for example, Thank you for your business).
Note: Information you enter in the header will only appear on the receipt
when printed from the terminal. It will not appear on the receipt if it is sent
by text or email to the customer.
To set up a footer for your receipts, tap Footer Settings, choose a language,
tap each field you want to fill out, enter the text you wish, then tap OK.
3. When you are finished setting the receipt options, tap Save.
The screen returns to the Application Settings menu (or the Quick Setup menu if you accessed it
from there).
4. When “Settings Saved” appears, press the green key to clear the message
5. Press the red key to return to the Main menu.
Communication settings
This screen allows you to set up your terminal to communicate with your network. You can choose
dynamic IP or static IP addressing.
Note: When entering IP addresses, use the terminal's keypad. To enter a period, press the punctuation
key.
1. From the Main menu, tap Settings > Communication > Communication Setup
Respond to any security prompts (see page 28) that appear.
2. Tap the IP Address Type field, and select Static IP or Dynamic IP.

Moneris® Desk/5000 Reference Guide 18
If you selected Dynamic IP, go to step 3
If you selected Static IP, complete the rest of the fields on the screen as described in this table. If
you need assistance with these fields, contact your network administrator.
Static IP fields
Instructions
IP Address
Tap the field, key in the IP address to be assigned to the terminal, and tap
OK.
Subnet Mask
Tap the field, key in the subnet mask, and tap OK.
Gateway
Tap the field, key in your gateway address, and tap OK.
Primary DNS
Tap the field, key in your primary DNS address, and tap OK.
Secondary DNS
Tap the field, key in your secondary DNS address, and tap OK.
Connection
Timeout (seconds)
This field indicates the number of seconds the terminal will try to connect
to the network before timing out.
If the default value is acceptable, go to step 4.
If you wish to change the value, tap the field, key in a new value, and tap
OK. Go to step 4.
3. After selecting Dynamic IP, complete the rest of the fields on the screen as described in this table. If
you need assistance with these fields, contact your network administrator.
Dynamic IP fields
Instructions
Automatic DNS
Tap the toggle to turn this setting on or off.
If you turn it on, go to the Connection Timeout field below.
If you turn it off, complete the next two fields: primary DNS and secondary
DNS.
Primary DNS
Tap the field, key in your primary DNS address, and tap OK.
Secondary DNS
Tap the field, key in your secondary DNS address, and tap OK.
Connection
Timeout (seconds)
This field indicates the number of seconds the terminal will try to connect
to the network before timing out.
If the default value is acceptable, go to step 4.
If you wish to change the value, tap the field, key in a new value, and tap
OK. Go to step 4.
4. When you are finished setting the Communication options, tap Save.
If you changed the IP Address Type (from static IP to Dynamic IP or vice versa), the terminal will
reboot, as indicated by the notification on screen “The terminal will now reboot. Please wait”. After
the terminal reboots, continue at Security Settings below.
If you changed one of the other fields, the screen returns to the Communication Settings menu. Go
to the next step.
5. When “Settings Saved” appears, press the green key to clear the message
6. Press the red key to return to the Main menu.