Moneris VX 820 Duet User manual

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Moneris® VX 820
Duet
Reference Guide

Need help?
Web: moneris.com/support-VX820
Toll-free: 1-866-319-7450
Record your Moneris merchant ID here:
____________________________________

Moneris® VX 820 Duet: Reference Guide 1
Contents
Setting up your terminal...............................................................................................4
Before you get started................................................................................................................................5
Hardware setup .........................................................................................................................................6
Tips for moving through the menus on the terminal .........................................................................................8
Using the touchscreen on the terminal..............................................................................................................8
Touchscreen tips.............................................................................................................................................................9
Setting up the terminal password ......................................................................................................................9
Communications setup.............................................................................................................................10
Using dynamic IP ..............................................................................................................................................10
Using static IP ...................................................................................................................................................10
Using dial communications as backup for IP (optional)................................................................................................11
Using dial ..........................................................................................................................................................11
Entering the initialization phone number.....................................................................................................................12
Entering merchant IDs and terminal IDs ....................................................................................................13
Initialization and logon.............................................................................................................................14
Additional options....................................................................................................................................15
Changing the terminal language.......................................................................................................................15
Enabling tipping, cashback, or invoice number................................................................................................15
For basic tip processing ................................................................................................................................................15
For cashback option......................................................................................................................................................16
For invoice number.......................................................................................................................................................16
Password protection on manual entry.............................................................................................................16
Enabling password protection on manual entry...........................................................................................................16
Changing manual entry options....................................................................................................................................17
Enabling Gift & Loyalty programs.....................................................................................................................17
Gift & Loyalty initialization ...........................................................................................................................................17
Dial communications setup ..........................................................................................................................................18
Using Your Terminal ...................................................................................................20
Moneris VX 820........................................................................................................................................21
Terminal keys and hardware ............................................................................................................................22
Card types................................................................................................................................................23
Magnetic stripe card.........................................................................................................................................23
Chip card...........................................................................................................................................................23
Contactless card ...............................................................................................................................................23
Cardholder verification.............................................................................................................................24
Cardholder verification methods (CVM) ..........................................................................................................24
Cardholder verification limit.............................................................................................................................24
Card entry options....................................................................................................................................25
Insert: Chip cards..............................................................................................................................................25
Wave/Tap: Contactless cards ...........................................................................................................................25
Maximum Contactless Dollar Value (CDV)....................................................................................................................25
Swipe: Magnetic stripe cards ...........................................................................................................................26
Manual card entry ............................................................................................................................................26

Moneris® VX 820 Duet: Reference Guide 2
Transactions.............................................................................................................................................27
General guidelines............................................................................................................................................27
Purchase ...........................................................................................................................................................27
Partially Approved Purchase ............................................................................................................................27
Advice ...............................................................................................................................................................27
Pre-authorization..............................................................................................................................................28
Pre-auth Completion ........................................................................................................................................28
Refund ..............................................................................................................................................................28
Correction.........................................................................................................................................................29
Delete Pre-auth ................................................................................................................................................29
Balance Inquiry .................................................................................................................................................30
Merchant and customer prompts ....................................................................................................................30
Merchant prompts........................................................................................................................................................30
Customer prompts........................................................................................................................................................32
Receipts ...................................................................................................................................................35
Signing credit card receipts ..............................................................................................................................35
Merchant copy..............................................................................................................................................................35
Cardholder copy ...........................................................................................................................................................35
Reprinting receipts ...........................................................................................................................................35
Card masking ....................................................................................................................................................35
Signatureless transactions................................................................................................................................36
Maximum Signatureless Dollar Values (SDV)................................................................................................................36
Receipt samples................................................................................................................................................36
Credit/Debit card Purchase receipt ..............................................................................................................................36
Partial Approval receipt sample....................................................................................................................................37
Useful codes .................................................................................................................................................................37
Reports ....................................................................................................................................................38
Masking on reports...........................................................................................................................................38
Transaction Inquiry...........................................................................................................................................38
Merchant Sub-totals report..............................................................................................................................38
Pre-auth Transactions report ...........................................................................................................................39
Tip report..........................................................................................................................................................39
Stored Transactions report...............................................................................................................................39
Deposit Totals report........................................................................................................................................40
Clerk Sub-totals report .....................................................................................................................................40
EMV Parameters report....................................................................................................................................41
Batch History report .........................................................................................................................................41
Administrative transactions......................................................................................................................42
Logon ................................................................................................................................................................42
Logoff................................................................................................................................................................42
Re-initialization.................................................................................................................................................42
Batch Reclaim ...................................................................................................................................................43
End-of-day process...................................................................................................................................44
Merchant close .................................................................................................................................................44
System close .....................................................................................................................................................44
Troubleshooting.......................................................................................................................................46
Error messages .................................................................................................................................................46

Moneris® VX 820 Duet: Reference Guide 3
Equipment issues..............................................................................................................................................52
Merchant support.......................................................................................................53

Moneris® VX 820 Duet: Reference Guide 4
In this section, we go over everything you need to
know to set up your VX 820 Duet terminal.
You can also view our setup videos online at
moneris.com/support-VX820
Setting up your terminal
Setting up
your
terminal

Moneris® VX 820 Duet: Reference Guide 5
Before you get started
1. Use the table below to confirm that you received all the necessary items in your Welcome Kit.
VX 820 TERMINAL
POWER CABLE AND POWER ADAPTOR CABLE
VX 820 DUET BASE
PAPER ROLL
ETHERNET CABLE AND/OR DIAL CABLE
2. If your terminal will communicate with the Moneris host over high-speed Ethernet, review the Moneris IP
Readiness Checklist (available at moneris.com/checklist) to ensure that your Ethernet service is ready to
support your terminal.
3. Make sure you have the following information:
Your 13-digit Moneris Merchant ID(found in your “Important information” email).
Settlement responsibility (found in your Welcome Email): System Close (Moneris closes your batch at
the end of each day), or Merchant Close (you are responsible for closing your batch at the end of each
day).
Optional features e.g., gift cards, loyalty cards, Ernex Terminal ID (found in your Moneris Gift & Loyalty
Welcome letter).
If any of the above required elements are missing, please call Moneris Customer Care toll-free at
1-866-319-7450.

Moneris® VX 820 Duet: Reference Guide 6
Hardware setup
Follow these instructions to set up your terminal hardware.
1. Connect the VX 820 terminal to the Duet base
a. Locate the terminal cable (attached to the
terminal).
b. Plug the RS232 connector into the port
on the back of the Duet base.
2. High-Speed Ethernet setup Dial setup
a. Plug one end of the Ethernet cable into the
ETH port on the back of the Duet base.
b. 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 specific location
(please refer to the Moneris IP Readiness
Checklist if necessary; available at
moneris.com/checklist).
a. Plug one end of the dial cable into the dial port on the
back of the Duet base (below the icon).
b. Plug the other end of the dial cable into an analog
phone jack.
Recommendation: Use a dedicated phone line for the
terminal. Sharing the line with another device can cause
communication problems on the terminal. If using a
splitter, test both devices and note that the terminal
and the other device cannot use the phone line at the
same time.

Moneris® VX 820 Duet: Reference Guide 7
3. Connecting the power cable
a. Locate the power cable and the power
adaptor cable, and plug the power cable into
the power adaptor cable. Then plug the other
end of the power adaptor cable into the
power port ( ) on the side of the Duet base.
b. Plug the other end of the power cable into a power source.
Recommendations: Always plug the power cable into the power source last to avoid power surges. Use a
power bar with surge protection where possible.
Important: You must use the exact power adaptor and cables provided by Moneris to work with the Moneris
VX 820 Duet terminal. Failure to do so may affect the operability of, or cause damage to, the equipment.
c. Wait while the device powers up. When the applications menu appears, proceed to step 4.
Load paper
Note: You must use thermal-sensitive paper rolls. Shop for point-of-sale supplies and paper online at
shop.moneris.com.
a. Remove the terminal from the base.
b. On the base, gently pull up on the latch (look for
the icon), then lift the printer cover up and
back.
c. Prepare the new paper roll: Loosen the glued leading edge of paper and unwind the paper roll past any glue
residue on the paper, or remove the protective strip.

Moneris® VX 820 Duet: Reference Guide 8
Load paper
d. Place the paper roll into the paper well so that the
paper rolls out from the underside of the roll.
e. Pull the leading edge of the paper up until any glue residue on the paper roll is past the cutting teeth of the
printer.
f. Close the printer cover and lock it by gently pressing directly on it until it clicks shut.
g. Tear off the loose end of the paper by pulling it down then sideways across the metal teeth.
h. Place the terminal back on the base.
i. From the applications menu, select DEBIT & CREDIT and then press the 3key to feed paper through the
printer to ensure it is working properly.
j. Press the *(asterisk) key to return to the applications menu.
k. Proceed to Setting up the terminal password on page 9.
Tips for moving through the menus on the terminal
To scroll down or up: On the touchscreen, press the (Arrow) icon, i.e. the first blue icon from the left.
To change the direction of the arrow, press the yellow CORR key.
To select a menu item: On the touchscreen, press the (Blue Function) icon that appears to the right of
the menu item.
To finish entering information and move on to the next step, press the green OK key.
Using the touchscreen on the terminal
The VX 820 Duet features a 3.5” colour touch-sensitive screen (referred to in this guide as the “touchscreen”).
The terminal reacts when you touch various areas on the screen (icons) in the same way it reacts when you
press a key on the keypad.

Moneris® VX 820 Duet: Reference Guide 9
Touchscreen tips
Use your fingertip or an approved stylus with a soft plastic tip.
Do not use sharp or pointed objects (e.g., pens, pencils, golf tees, etc.) to press icons on the touchscreen.
Keep the touchscreen clean and free of fingerprints by using a dry microfibre cloth to wipe down the
touchscreen.
Do not use liquid cleaning agents, such as glass cleaner, on the touchscreen.
Setting up the terminal password
Important: You will need to use this password every time you log on and whenever you need to change
settings, so be sure to create a password you can remember that is difficult for others to guess.
Note: If the manager password is entered incorrectly five times in a row, the terminal will lock and will be
unable to perform transactions. To unlock the terminal, contact Moneris Customer Care at 1-866-319-7450 and
request a password reset.
1. At the applications menu, select DEBIT & CREDIT.
The Change Password menu appears.
2. At the “New Password:” prompt, key in a password to be used as your manager password and press the
green OK key.
Note: The password must be 5-10 digits long and must consist of numbers only.
The “Confirm:” prompt appears.
3. Re-key the manager password and press the green OK key.
The applications menu appears.
4. Proceed to Communications setup on page 10.

Moneris® VX 820 Duet: Reference Guide 10
Communications setup
Your terminal must be configured to communicate with the Moneris host.
1. Ensure the communications cables are properly connected to the Duet base based on your
communications type before proceeding with these steps. Refer to Hardware setup on page 6 for more
information.
2. Do one of the following based on your requirements:
If you are using dynamic IP as default, proceed to Using dynamic IP below.
If you are using static IP as default, proceed to Using static IP below.
If you are using dial as default, proceed to Using dial on page 11.
Using dynamic IP
The terminal is already configured for dynamic IP communications. Proceed to Using dial communications as
backup for IP (optional) on page 11.
Using static IP
Important: Disconnect the Ethernet cable from the Duet base BEFORE completing these steps.
1. From the applications menu, press the 2key.
The CommServer screen appears.
2. Press the (Settings) icon, i.e. the first icon from the right.
The Ethernet Cfg menu appears.
3. On the Ethernet Cfg menu, select IP.
The IP Config menu appears.
3. On the IP Config menu, at the “IP Settings” prompt, select Edit.
4. Select Static.
5. If your Ethernet network requires the parameters listed below, perform steps 6 and 7 for each parameter.
Otherwise go to step 8.
Note: Contact your Internet Service Provider (ISP) to determine the addresses for these parameters.
IP Address
Subnet mask
Gateway IP Address
DNS1 IP Address
DNS2 IP Address
6. Select Next to view these parameters.

Moneris® VX 820 Duet: Reference Guide 11
7. Select Edit to key in the address for each of these parameters. To key in a period (.), press the 1key, then
press the (Shift) icon once. Press the green OK key when finished entering each parameter.
8. Once all five static IP parameters have been entered, select Exit, then select Yes to save changes.
CommServer repairs the connection, and when successful, prompts you to press any key.
9. Press any key on the keypad to return to the Ethernet Cfg menu.
10. Press the red CANC ANNUL key, then press the *(asterisk) key to return to the applications menu.
11. Re-connect the Ethernet cable to the Duet base (see page 6).
12. Proceed to Entering merchant IDs and terminal IDs on page 13.
Using dial communications as backup for IP (optional)
When you have finished setting up communications for IP:
1. Plug in the dial cable: Follow the Dial setup steps on page 6.
2. On the applications menu, select DEBIT & CREDIT.
3. When the transactions menu appears, press the green OK key to access the CONFIGURATION menu.
4. Select Setup, key in the manager password and press the green OK key.
5. Scroll down and select Host.
6. Select Next until “Backup Support” appears.
7. Select Edit, select Next until “Auto Backup” appears, and then select Slct.
8. Select Exit, then select OK to save changes.
9. Press the red CANC ANNUL key, then press the *(asterisk) key to return to the applications menu.
Using dial
Ensure the dial communication cable is properly connected to the Duet base before proceeding with these
steps. Refer to Dial setup on page 6 for more information.
1. From the applications menu, select DEBIT & CREDIT.
2. When the transactions menu appears, press the green OK key to access the CONFIGURATION menu.
3. Select Setup, key in the manager password and press the green OK key.
4. Scroll down and select Host.
5. At the “Comm Link Type” prompt, select Edit, select Next until “Dial” appears, then select Slct.
6. Select Next until “Settle Comm Type” appears.
7. At the “Settle Comm Type” prompt, select Edit, select Next until “Dial” appears, then select Slct.

Moneris® VX 820 Duet: Reference Guide 12
8. Select Exit, then select OK to save changes.
The Setup menu appears.
9. If you need to dial a prefix (for example, a 9) to connect to an outside line, complete the steps below. If not,
go to step 10.
a. On the Setup menu, scroll down and select Terminal.
b. Select Next until “PABX Code” appears.
c. Select Edit, key in the prefix (e.g., 9) and press the green OK key.
d. Select Exit, then select OK to save changes.
10. Press the red CANC ANNUL key, then press the *(asterisk) key to return to the applications menu.
11. Proceed to Entering the initialization phone number below.
Entering the initialization phone number
1. From the applications menu, select DEBIT & CREDIT.
2. When the transactions menu appears, press the green OK key to access the CONFIGURATION menu.
3. Select Setup, key in the manager password and press the green OK key.
4. Scroll down and select Comm.
5. On the Edit CPT menu, select Next until “Pri Init Phone” appears.
6. Select Edit, key in the initialization phone number as follows, and then press the green OK key.
Note: Do not enter dashes (-) or spaces between the numbers.
If your merchant ID begins with: Key in:
00301 1-888-699-7299
00302 1-888-358-8602
00304 1-888-332-8433
7. Select Exit, then select OK to save changes.
8. Press the red CANC ANNUL key, then press the *(asterisk) key to return to the applications menu.
9. Proceed to Entering merchant IDs and terminal IDs on page 13.

Moneris® VX 820 Duet: Reference Guide 13
Entering merchant IDs and terminal IDs
1. From the applications menu, select DEBIT & CREDIT.
2. When the transactions menu appears, press the green OK key to access the CONFIGURATION menu.
3. Select Setup, key in the manager password and press the green OK key.
4. Scroll down and select Merchant.
“Term Id” appears.
5. Select Edit, key in the Moneris Terminal ID (the eight-digit number starting with “56” found on the back of
the terminal, e.g., 56123456) and press the green OK key.
6. Select Next until “Merch Num.” appears.
7. Select Edit, key in your 13-digit Moneris Merchant ID (e.g., 0030123456789) and press the green OK key.
8. Select Exit, then select OK to save changes.
9. Press the red CANC ANNUL key, then press the *(asterisk) key to return to the applications menu.
10. Proceed to Initialization and logon on page 14.

Moneris® VX 820 Duet: Reference Guide 14
Initialization and logon
Before processing any transactions, you must initialize your terminal with the Moneris host, and then logon.
1. From the applications menu, select DEBIT & CREDIT.
2. When the transactions menu appears, press the green OK key to access the CONFIGURATION menu.
3. Scroll down and select Initialize.
4. When “Retain ID?” appears, select Yes.
5. When “Transmitting…” and “Receiving…” appear, please wait while the terminal communicates with
Moneris.
6. When the initialization is finished, “Init Successful” appears on the terminal, then the transactions menu
appears.
7. On the transactions menu, press the green OK key to access the CONFIGURATION menu.
8. Scroll down and select Host Logon.
9. At the “Password:” prompt, key in the manager password and press the green OK key.
“Logon Success” appears, then the transactions menu appears.
Your terminal is ready to process transactions.

Moneris® VX 820 Duet: Reference Guide 15
Additional options
There are several options that you can choose to enable on your terminal to enhance its functionality.
Note: All instructions in this section begin at the applications menu.
Changing the terminal language
Note: The terminal language can only be changed AFTER the terminal has been successfully initialized (see
Initialization and logon on page 14).
1. From the applications menu, select DEBIT & CREDIT.
2. When the transactions menu appears, press the (LANG) icon.
The Set Language screen appears.
3. Select ENG (English) or FRN (French).
The transactions menu reappears in the selected language.
Enabling tipping, cashback, or invoice number
1. From the applications menu, select DEBIT & CREDIT.
2. When the transactions menu appears, press the green OK key to access the CONFIGURATION menu.
3. Select Setup, key in the manager password and press the green OK key.
The SETUP menu appears.
For basic tip processing
To enable basic tip processing (where the terminal only prompts the customer to enter an amount), follow the
steps below.
1. From the SETUP menu, select Terminal.
2. Select Next until “Tip Processing” appears.
3. Select Edit, select Next until “On - Prompt” appears, then select Slct.
4. Select Exit, then select OK to save changes.
The terminal returns to the SETUP menu.
Other tipping options include Enhanced Tip, Guided Tip, TipNone, and Default Tip. For information on
configuring these tipping options, refer to the “Tip Processing” topic in the VX 820 Duet Webhelp available at
moneris.com/support-VX820.

Moneris® VX 820 Duet: Reference Guide 16
For cashback option
To change the default values for cashback and to optimize dial communications for use with cashbacks, please
refer to the VX 820 Duet Webhelp available at moneris.com/support-VX820.
1. From the SETUP menu, select Terminal.
2. Select Next until “CashBack Option” appears.
3. Select Edit, then select On.
4. Select Exit, then select OK to save changes.
The terminal returns to the SETUP menu.
For invoice number
1. From the SETUP menu, select Merchant.
2. Select Next until “Ask Inv Num?” appears.
3. Select Edit, then select On.
4. Select Exit, then select OK to save changes.
5. Press the red CANC ANNUL key, then press the *(asterisk) key to return to the applications menu.
Password protection on manual entry
These parameters allow the merchant to control the manual entry of card information on the terminal keypad.
Enabling password protection on manual entry
Important: Moneris strongly recommends using the default value of “On” to help reduce the risk of fraudulent
transactions which can later be disputed and charged back.
1. From the applications menu, select DEBIT & CREDIT.
2. When the transactions menu appears, press the green OK key to access the CONFIGURATION menu.
3. Select Setup, key in the manager password and press the green OK key.
4. Select Terminal.
5. Select Next until “Manual Password” appears.
6. Select Edit.
7. To enable password prompting on manual card entry, select On (recommended).
OR
To disable password prompting on manual card entry, select Off.
8. Select Exit, then select OK to save changes.
9. Press the red CANC ANNUL key, then press the *(asterisk) key to return to the applications menu.

Moneris® VX 820 Duet: Reference Guide 17
Changing manual entry options
1. From the applications menu, select DEBIT & CREDIT.
2. When the transactions menu appears, press the green OK key to access the CONFIGURATION menu.
3. Select Setup, key in the manager password and press the green OK key.
4. Select Terminal.
5. Select Next until “Manual Entry” appears.
6. Select Edit, then select Next to move through the options. Choose from one of the following options:
To enable manual entry of all credit cards on the terminal, select On.
To disable manual entry of all credit cards on the terminal, select Off.
Do not select “Disable” unless instructed to do so by Moneris Customer Care.
Once your option is displayed, press Slct to select it.
7. Select Exit, then select OK to save changes.
8. Press the red CANC ANNUL key, then press the *(asterisk) key to return to the applications menu.
Enabling Gift & Loyalty programs
Didn’t order gift cards or a loyalty program but would like to find out more? Please call us at 1-855-219-3084.
Gift & Loyalty initialization
Note: If you are using IP communications, follow these instructions to initialize the Gift & Loyalty program on
your terminal.
If you are using dial communications, go to the Dial communications setup section on page 18 first. Once the dial
communications setup has been completed, return to this section and follow these initialization instructions.
1. From the applications menu, select GIFT & LOYALTY.
2. When the Gift & Loyalty transactions menu appears, scroll down and select Setup.
3. Key in the manager password and press the green OK key.
4. Select Merchant.
“Merchant ID” appears.
5. Select Edit, key in your Moneris Merchant ID and press the green OK key.
6. Select Next.
“Moneris Term ID” appears.
7. Select Edit, key in the Moneris Terminal ID and press the green OK key.
8. Select Next.
“Ernex Term ID” appears.

Moneris® VX 820 Duet: Reference Guide 18
9. Select Edit, key in the Ernex Terminal ID (provided to you when Moneris confirmed your terminal order) and
press the green OK key.
10. Select Exit, then select OK to save changes.
11. When the terminal returns to the Setup menu, select Comm.
12. Select Next until “Device Type” appears.
13. Make sure the “Device Type” is set to 7C. If it is, select Exit and go to step 16. If it is not, go to step 14.
14. Select Edit, key in 7C and press the green OK key.
Note: To key in the letter C, press the 2key, then press the (ALPHA)icon three times.
15. Select Exit, then select OK to save changes.
16. When the terminal returns to the Setup menu, scroll down and select Initialization.
“Ernex Term ID:” appears.
17. Press the green OK key.
The terminal will complete the initialization and return to the Setup menu.
18. Press the red CANC ANNUL key, then press the *(asterisk) key to return to the applications menu.
Your terminal is ready to process gift card and loyalty card transactions.
For instructions on performing:
gift card transactions, please refer to the Moneris VX 820 Duet Gift Card Program Reference Guide.
loyalty card transactions, refer to the Moneris VX 820 Duet Loyalty Programs Reference Guide.
These guides are available at moneris.com/support-VX820.
Dial communications setup
1. From the applications menu, select GIFT & LOYALTY.
2. When the Gift & Loyalty transactions menu appears, press the 6key to access the Quick Setup menu.
3. Key in the manager password and press the green OK key.
4. On the Quick Setup menu, select Communications and then select View.
“Comm Link Type” appears.
5. Select Edit, select Next until “Dial” appears, then select Slct.
6. Select Exit, then select OK to save changes.
7. Press the red CANC ANNUL key twice to return to the Gift & Loyalty transactions menu.
8. Scroll down and select Setup.
9. Key in the manager password and press the green OK key.