Newland N910 User manual

Process transactions faster
and more easily on your smart
Speedpoint® device
Newland N910 user guide

Introduction
This manual will guide you in performing transactions on your Speedpoint®
device. All our Speedpoint® devices are able to process any Visa, Mastercard,
UnionPay International, *Amex, *Diners Club, Private Label and Loyalty, credit,
debit or cheque cards including chip and PIN cards, magnetic stripe cards, eet
and contactless cards. Our Speedpoint® devices are also enabled to process
Cash@TILL and eWallet transactions.
*Association agreements with Amex, Diners and Private Label’s must be set up directly.
INTRODUCTION
BANK CARD RULES
TROUBLESHOOTING
USER MANAGEMENT
RETAIL TRANSACTION OPTIONS
DAILY PROCESSES
TO COMPLETE
eWALLET

Bank card rules
Chip & PIN cards (EMV) Europay, MasterCard, Visa
• EMV cards include debit, cheque and credit cards. If a Chip & PIN card is linked to more than one account, the cardholder
will need to select ‘Cheque’ or ‘Savings’ and press ‘Enter’ to conrm the account.
All cards
• Cardholder receipts will no longer print automatically from the Speedpoint® device.
• The cardholder receipt will only print if requested.
• The Speedpoint® device will automatically print a merchant receipt showing whether the transaction has
been approved or declined.
• If the transaction has been declined a reason for the decline will be displayed on the receipt.
Contactless
• Contactless acceptance has been enabled on all Speedpoint® devices for purchase transactions.
• The Speedpoint® device will prompt the cardholder for a PIN if it is required.
Debit cards
• Allow cash advance transactions.
• Do not allow refunds (alternative means must be used for refunds).
T’s & C’s apply
INTRODUCTION
BANK CARD RULES
TROUBLESHOOTING
USER MANAGEMENT
DAILY PROCESSES
TO COMPLETE
eWALLET
RETAIL TRANSACTION OPTIONS

If there is no response from the host, the Speedpoint® device will automatically reverse the transaction.
The reversal will go online immediately to Base24 to determine if reversal is possible, If not, then a refund
may be applicable.
Mobile Speedpoint® device:
• Check the GPRS signal (check the signal strength displayed on the Speedpoint® device).
• If these problems persist, contact the FNB Merchant Services Help Desk on 087 575 0012.
Troubleshooting
Speedpoint® device tries to connect but a communication timeout error occurs:
‘Communication failure’ message displays on the screen:
INTRODUCTION
BANK CARD RULES
TROUBLESHOOTING
USER MANAGEMENT
RETAIL TRANSACTION OPTIONS
DAILY PROCESSES
TO COMPLETE
Communication errors
Hotcard/Parameters
and Settlement/
Banking Issues
Authorisation issues
Hotcard / Code 10 /
Hold and Call
Cash withdrawal/
Purchase with cash/
eWallet transactions
not available
Screen is frozen
Printing Issues
Faulty device
eWALLET

Troubleshooting
Below this message on the receipt, a reason for decline will be displayed.
If this message is still unclear, contact the FNB Merchant Services Help Desk on 087 575 0012
and select option 1.
‘Authorisation failed’ message displays on the screen:
When “Hotcards le old” is displayed, connection fails and parameters cannot download, and/or settlement
fails follow these steps:
Press setting icon, top right of screen.
Press ‘Operator Options’.
Press ‘Supervisor log in’.
Insert PIN.
Press ‘Update Parameters’.
Press ‘Reload’.
Hotcard/parameters and settlement/banking issues:
2
1
3
4
5
6
INTRODUCTION
BANK CARD RULES
TROUBLESHOOTING
USER MANAGEMENT
RETAIL TRANSACTION OPTIONS
DAILY PROCESSES
TO COMPLETE
Communication errors
Hotcard/Parameters
and Settlement/
Banking Issues
Authorisation issues
Hotcard / Code 10 /
Hold and Call
Cash withdrawal/
Purchase with cash/
eWallet transactions
not available
Screen is frozen
Printing Issues
Faulty device
eWALLET

• The transaction has been declined because this card has been reported lost/stolen, and could be fraudulent.
• Call the FNB Authorisations Centre on 011 369 2888 and say ‘I have a code 10 authorisation request’.
Then follow the instructions given to you over the phone.
• Do not make the call if you feel your life will be put in danger.
Troubleshooting
A ‘Hotcard’/‘Code 10’/‘Hold and Call’ message displays on the screen or is
printed on the receipt:
• Separate agreements need to be signed in order to have access to Cash advance / purchase + Cash@TILL™/
eWallet transaction options.
• Please contact the FNB Merchant Services Help Desk on 087 575 0012 for assistance.
Cash advance / purchase + Cash@TILL™ /eWallet transactions not available:
INTRODUCTION
BANK CARD RULES
TROUBLESHOOTING
USER MANAGEMENT
RETAIL TRANSACTION OPTIONS
DAILY PROCESSES
TO COMPLETE
Communication errors
Hotcard/Parameters
and Settlement/
Banking Issues
Authorisation issues
Hotcard / Code 10 /
Hold and Call
Cash withdrawal/
Purchase with cash/
eWallet transactions
not available
Screen is frozen
Printing Issues
Faulty device
eWALLET

• It will not read any cards when they are inserted or swiped.
• It will not power up.
• The screen displays an error message.
• Should you be unsure, please contact the FNB Merchant Services Help Desk on 087 575 0012.
• Check that there is enough paper in the Speedpoint® device.
• Ensure that the paper roll is correctly inserted.
• Check that the paper closure lid is properly closed.
• If the problem persists contact the FNB Merchant Services Help Desk on 087 575 0012.
If you are experiencing a problem when printing:
Your Speedpoint® device is faulty when:
Troubleshooting
• Please contact the FNB Merchant Services Help Desk on 087 575 0012 and select option 4 for the
technical department.
Screen is stuck:
INTRODUCTION
BANK CARD RULES
TROUBLESHOOTING
USER MANAGEMENT
RETAIL TRANSACTION OPTIONS
DAILY PROCESSES
TO COMPLETE
Communication errors
Hotcard/Parameters
and Settlement/
Banking Issues
Authorisation issues
Hotcard / Code 10 /
Hold and Call
Cash withdrawal/
Purchase with cash/
eWallet transactions
not available
Screen is frozen
Printing Issues
Faulty device
eWALLET

Add a user:
Press setting icon, top right
of screen.
Press ‘Support Options’.
Press ‘Manager log in’.
Insert PIN.
Press ‘User setup’.
User management
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1
3
4
5
6
7
User details to be added:
user name, user number, PIN,
Conrm PIN and select user
permission type e.g. cashier /
supervisor / manager
Select Save if only one user is
being added.
Please indicate which option is to
be selected.
Add additional user details if
required, Press ‘Save’.
Press ‘Finish’ if all users
are added.
9
8
10
Add a user
Delete a user
Change Manager /
Supervisor PIN
Enabling a reference
number
INTRODUCTION
BANK CARD RULES
TROUBLESHOOTING
USER MANAGEMENT
RETAIL TRANSACTION OPTIONS
DAILY PROCESSES
TO COMPLETE
eWALLET

Delete a user:
User management
Press setting icon, top right
of screen.
Press ‘Support Options’.
Press ‘Manager log in’.
Insert PIN.
Press ‘User setup’.
2
1
3
4
5
6Press ‘Delete Add user’.
7Enter User details.
Press ‘Save’.
Press ‘Finish’ if all users
are added.
9
8
Add a user
Delete a user
Change Manager /
Supervisor PIN
Enabling a reference
number
INTRODUCTION
BANK CARD RULES
TROUBLESHOOTING
USER MANAGEMENT
RETAIL TRANSACTION OPTIONS
DAILY PROCESSES
TO COMPLETE
eWALLET

2
1
3
4
5
6
Change Manager /
Supervisor PIN:
User management
Press setting icon, top right
of screen.
Press ‘Support Options’.
Press ‘Manager log in’.
Insert PIN.
Press ‘User setup’.
Add new user details.
Press ‘Save’.
Press ‘Finish’ if all users
are added.
9
8
7Select ‘Manager’ in “select
user permission.
Add a user
Delete a user
Change Manager /
Supervisor PIN
Enabling a reference
number
INTRODUCTION
BANK CARD RULES
TROUBLESHOOTING
USER MANAGEMENT
RETAIL TRANSACTION OPTIONS
DAILY PROCESSES
TO COMPLETE
eWALLET

2
1
3
4
5
6
Enabling a reference
number:
User management
Select ‘Managers Menu’.
Enter Supervisor PIN.
Select ‘Get Invoice Number’.
Select ‘Enable reference
number / disable reference
number’.
Enter a PIN for the Cashier.
Enter the PIN again.
Select ‘Yes’ to conrm.
9
10
8
7Enter Cashier name.
Press ‘F’ button.
Select ‘FNB’.
Enter the reference number
during the transaction when
prompted by Speedpoint®
device.
Add a user
Delete a user
Change Manager /
Supervisor PIN
Enabling a reference
number
INTRODUCTION
BANK CARD RULES
TROUBLESHOOTING
USER MANAGEMENT
RETAIL TRANSACTION OPTIONS
DAILY PROCESSES
TO COMPLETE
eWALLET

3.1
3.2
Checklist to follow at the end of everyday
Leave the Speedpoint® device powered up and plugged in at night. Every evening at the same time, the
terminal will perform an automatic settlement for all transactions processed that day.
4
3
Check the end of day batch report everyday.
If a settlement was unsuccessful, the Speedpoint® device will try to reconnect three times after
which a ‘Settlement failed’ message will be printed.
If the parameter download is unsuccessful a ‘Parameter download failed’ message will be printed.
Check that the parameter report has been printed everyday.
1.1
1.2
2
1
In order to manually bank/settle the Speedpoint® device:
• Press setting icon, top right of screen.
• Press ‘Support Options’.
• Press ‘Supervisor Log in’.
• Insert PIN.
• Select ‘Batch upload’.
If there are any new parameters for the Speedpoint® device, these will be downloaded automatically.
To manually download parameters:
• Press setting icon, top right of screen.
• Press ‘Operator Options’.
• Press ‘Supervisor Log in’.
• Insert PIN.
• Select ‘Update parameters’.
INTRODUCTION
BANK CARD RULES
TROUBLESHOOTING
USER MANAGEMENT
RETAIL TRANSACTION OPTIONS
DAILY PROCESSES
TO COMPLETE
eWALLET

Retail transaction options
Purchase
Enter Amount on main screen.
Press ‘Conrm’.
Cashier log in.
Follow screen prompts
for completion.
2
1
3
4
INTRODUCTION
BANK CARD RULES
TROUBLESHOOTING
USER MANAGEMENT
RETAIL TRANSACTION OPTIONS
DAILY PROCESSES
TO COMPLETE
Purchase
Purchase including tip
Refund
Reversal
Balance enquiry
Cash advance
eWALLET
Purchase + Cash@TILL™

Purchase including tip
Enter Purchase Amount and
Tip Amounts separately.
Press ‘Conrm’.
Cashier log in.
Follow screen prompts
for completion.
2
1
3
4
Retail transaction options
INTRODUCTION
BANK CARD RULES
TROUBLESHOOTING
USER MANAGEMENT
RETAIL TRANSACTION OPTIONS
DAILY PROCESSES
TO COMPLETE
Purchase
Purchase including tip
Refund
Reversal
Balance enquiry
Cash advance
eWALLET
Purchase + Cash@TILL™

Refund requires
Supervisor / Refund PIN
On the Main screen select the
‘Refunds’ tab on the slide bar
at the top of the screen.
Enter Amount to be refunded.
Press ‘Conrm’.
Cashier log in.
Follow screen prompts for
completion.
2
1
3
4
5
Retail transaction options
INTRODUCTION
BANK CARD RULES
TROUBLESHOOTING
USER MANAGEMENT
RETAIL TRANSACTION OPTIONS
DAILY PROCESSES
TO COMPLETE
Purchase
Purchase including tip
Refund
Reversal
Balance enquiry
Cash advance
eWALLET
Purchase + Cash@TILL™

Reversal
On the Main screen select the
‘Reverse’ last tab on the slide
bar at the top of the screen.
Cashier log in.
Supervisor log in.
Follow screen prompts for
completion.
2
1
3
4
Retail transaction options
INTRODUCTION
BANK CARD RULES
TROUBLESHOOTING
USER MANAGEMENT
RETAIL TRANSACTION OPTIONS
DAILY PROCESSES
TO COMPLETE
Purchase
Purchase including tip
Refund
Reversal
Balance enquiry
Cash advance
eWALLET
Purchase + Cash@TILL™

Balance enquiry
On the Main screen select the
‘Balance Enquiry’ tab on the
slide bar at the top of the screen.
Cashier log in.
No Supervisor required for
Balance Enquiry.
Follow screen prompts for
completion.
2
1
3
4
Retail transaction options
INTRODUCTION
BANK CARD RULES
TROUBLESHOOTING
USER MANAGEMENT
RETAIL TRANSACTION OPTIONS
DAILY PROCESSES
TO COMPLETE
Purchase
Purchase including tip
Refund
Reversal
Balance enquiry
Cash advance
eWALLET
Purchase + Cash@TILL™

Cash advance
On the Main screen select the
‘Cash Advance’ tab on the slide
bar at the top of the screen.
Enter Cash Amount.
Press ‘Conrm’.
Cashier log in.
Supervisor log in.
Follow screen prompts for
completion.
2
1
3
4
5
6
Retail transaction options
INTRODUCTION
BANK CARD RULES
TROUBLESHOOTING
USER MANAGEMENT
RETAIL TRANSACTION OPTIONS
DAILY PROCESSES
TO COMPLETE
Purchase
Purchase including tip
Refund
Reversal
Balance enquiry
Cash advance
eWALLET
Purchase + Cash@TILL™

Purchase + Cash@TILL™
On the Main screen select the
‘Purchase with Cash@TILL™’
tab on the slide bar at the top
of the screen.
Enter Purchase Amount.
Enter Cash@TILL™ amount.
Press ‘Conrm’.
Press ‘Conrm’.
Cashier log in.
Supervisor log in.
2
4
1
3
5
6
7
Follow screen prompts for
completion.
8
Retail transaction options
INTRODUCTION
BANK CARD RULES
TROUBLESHOOTING
USER MANAGEMENT
RETAIL TRANSACTION OPTIONS
DAILY PROCESSES
TO COMPLETE
Purchase
Purchase including tip
Refund
Reversal
Balance enquiry
Cash advance
eWALLET
Purchase + Cash@TILL™

eWallet purchase
On the Main screen select the
‘eWallet’ tab on the slide bar at
the top of the screen.
Select ‘E-Purchase’.
Enter ‘E-Purchase’ amount.
Press ‘Conrm’.
Enter cell number and reference.
Conrm.
2
1
3
4
5
6
Enter customers OTP.
Follow screen prompts for
completion.
10
9
eWallet
INTRODUCTION
BANK CARD RULES
TROUBLESHOOTING
USER MANAGEMENT
RETAIL TRANSACTION OPTIONS
DAILY PROCESSES
TO COMPLETE
eWALLET
Purchase
Cash advance
Purchase + Cash@TILL™