VeriFone VX820 Pin Pad User manual

Terminal Guide
VeriFone
nVX520 with VX820 PIN Pad
nVX820 Duet
nVX680 3G

Getting Started
The VeriFone Terminal Guide will help you set up your terminal, understand your terminal’s
functionality, and troubleshoot common payment application and terminal issues.
Please note that terminal options may vary depending on the device and application you are using.
Contents
Navigating and Setting Up Your VeriFone Terminal
nVX520 with VX820 PIN Pad
nVX820 Duet
nVX680 3G
Transactions
nBasic Transactions (Credit and Debit Cards)
nBasic Transactions (Credit Card Only)
nContactless Payments Transactions
nGift Card and Stored Value Card Transactions (Optional)
Functions and Features
nBasic Functions and Features
nClerk Server Management
nReports
nSettling the Batch
Reference
nPrompts
nCommon Error Codes
nChip Card Error Codes
4
5
6
8
12
13
13
16
17
18
20
22
23
24

Navigating and Setting Up
Your VeriFone Terminal

4
VX520 with VX820 PIN Pad
How to plug in your VX520 with VX820 PIN Pad:
To USB (if applicable)
To Internet
To Phone Line
Connect the VX820 PIN pad
To Power Supply
Function
Variable key
Variable key
Variable key
Variable key
Arrow Key
Tip Adjust
ALPHA
Gift Card
Reports
VX520 VX820 PIN Pad
Note:
The cable from the VX820 PIN Pad needs to be connected to the VX520 before the power supply is plugged in.

5
VX820 Duet
Function
Variable key
Variable key
Variable key
Variable key
Arrow Key
Tip Adjust
ALPHA
Gift Card
Reports
To Phone Line
To Internet
To Cash Register (if applicable)
Connect the VX820 Duet PIN Pad
To USB (if applicable)
How to plug in your VX820 Duet terminal:
Note:
Port to power supply located on the right side of the base.

6
To Power Supply
VX680 3G
Function
Variable key
Variable key
Variable key
Variable key
Arrow Key
Tip Adjust
ALPHA
Gift Card
Reports
How to plug in your VX680 3G terminal:
Note:
To turn ON the terminal, press and hold the green button. To turn OFF the terminal,
unplug from power source then press and hold the red button until the terminal turns off.

Transactions

8
Basic Transactions (Credit and Debit Cards)
Refer to this section for information on what transactions are available and when to
use them.
Begin a Transaction
In general, to begin a non-sales transaction, use the [] (VX520) or [ ] (VX820 Duet and
VX680 3G) at the Main Menu or idle prompt to navigate to the transaction type you wish
to perform. Scroll through the menu and press the corresponding [F] key when your desired
transaction appears on the terminal display.
Sale
Perform a credit or debit card sale transaction when the card is present.
Display
Idle Screen
Amount: $ 0.00
VX520
Press [F2] to select Sale
Key in amount and press [OK]
VX820 / VX680
Press [F1] to select Sale
Key in amount and press [OK]
Customer is prompted to Tap/Insert/Swipe
or Enter Acct #
1. Customer confirms the sale amount
2. Selects Chequing or Savings (Debit Only)
3. Enter PIN and press OK
4. While terminal connects, do not remove card
For contactless (tap) transactions, the customer holds their card
over the terminal until the reader flashes and/or beeps.
Sale
$0.00
Tap/Insert/Swipe
APPROVED XXXX
Remove Card
Receipt prints and approval is displayed.
Press [Enter] to print the customer copy.
What the customer sees:
Note:
Failure to obtain an authorization code for a sale may lead to a chargeback.

9
Sale (With Tip)
Perform a credit or debit card sale transaction with a tip when the card is present.
Display
Idle Screen
Amount: $ 0.00
VX520
Press [F2] to select Sale
Key in amount and press [OK]
VX820 / VX680
Press [F1] to select Sale
Key in amount and press [OK]
What the customer sees:
Customer is prompted to Tap/Insert/Swipe
or Enter Acct #
1. Customer confirms the sale amount
2. Customer is prompted to select Tip Method (per cent,
amount, no tip)
3. Selects Chequing or Savings (Debit Only)
4. Enter PIN and press [ ]
5. While Terminal connects do, do not remove card.
Sale
$0.00
Tap/Insert/Swipe
APPROVED XXXX
Remove Card
Receipt prints and approval is displayed.
Press [Enter] to print the customer copy.
Note:
Failure to obtain an authorization code for a sale may lead to a chargeback.

10
What the customer sees:
Return/Refund
Perform a return to refund money to a cardholder’s account from a sale completed in a
closed batch (e.g., previous day). May also be used to adjust a previous transaction.
Display
Idle Screen
Refund
Mgr Password:
*******
Amount: $ 0.00
VX520
Press [] to select Refund
Key in password and press [OK]
Key in amount and press [OK]
VX820 / VX680
Press [F4] to select Refund
Key in password and press [OK]
Key in amount and press [OK]
Customer is prompted to Tap/Insert/Swipe
or Enter Acct #
1. Customer confirms the refunded amount
2. Selects Chequing or Savings (Debit Only)
3. Enter PIN and press OK
4. While terminal connects, do not remove card
For contactless (tap) transactions, the customer holds their card
over the terminal until the reader flashes and/or beeps.
Refund
$0.00
Tap/Insert/Swipe
APPROVED XXXX
Remove Card
Receipt prints and approval is displayed.
Press [Enter] to print the customer copy.
Note:
Having an imprinted copy of the card does not prevent you from receiving a chargeback.

11
Void
Perform a void to reverse a credit or debit sale, force, or return transaction and prevent any funds from transferring
from the cardholder’s account. Only available for transactions in the current batch (e.g. same day).
Display
Idle Screen
Void Last Trans?
Yes F1
Yes F2
Inv #: XXX
[Card Type]
[Tran Type]
[Card number]
$ X.XX
APPROVED
XXXXXX
VX520
Press [F4] to select Void
Press [F1] to void last transaction.
Press [F2] to search by invoice
or account number.
IF F2 selected, next screen prompts:
RETRIEVE BY?
Inv# = F1, Acct# = F2
Press [F1] to select displayed
transaction.
Press [F2] to cancel back to
the previous screen.
Press [F3] to go to the next
transaction.
No action. Terminal returns
to main menu.
VX820 / VX680
Press [F3] to select Void
Press [F1] to void
last transaction.
Press [F2] to search by
invoice or account number.
IF F2 selected, next screen prompts:
RETRIEVE BY?
Inv# = F1, Acct# = F2
Press [F1] to select displayed
transaction.
Press [F2] to cancel back to
the previous screen.
Press [F3] to go to the next
transaction.
Key in amount and press [OK]
Yes F1
No F2
Next F3
Note:
You can get your monthly statement via email by opting in for this service through your Resource Online account.

12
Basic Transactions (Credit Card Only)
You can perform additional credit card sale transactions when the credit card is present.
Force*
Perform a force sale when the terminal cannot reach the host (Chase Paymentech) to authorize a transaction,
or to finalize a Pre-Auth transaction. Contact your voice authorization center for an authorization code, and
then force the transaction.
To force a sale use the [] and then select Force (VX520);
or press [ ] and then select Force (VX820 Duet and VX680 3G).
Pre-Auth/Pre-Auth Completion (for retail only)*
A pre-auth transaction provides an approval, but the consumer is not charged until a pre-auth completion is performed.
The terminal stores up 999 pre-auth transactions.
To perform a Pre-Auth/Pre-Auth Completion press the [] and then select Pre-Auth (VX520);
or press [ ] and then select Pre-Auth (VX820 Duet and VX680 3G).
Open Tab (for restaurant only)
The Open Tab transaction enables you to preauthorize a transaction for a specific, pre-determined dollar amount.
To use the Open Tab function, press [] to scroll, and select Tab > Open Tab (VX520);
or press [ ] and scroll to Tab > Open Tab (VX820 Duet and VX680 3G).
Close Tab (for restaurant only)
To close an Open Tab and place it in the settlement batch file a Close Tab transaction is required.
To use the Close Tab function, press [] to scroll, and select Tab > Close Tab (VX520);
or press [ ] and scroll to Tab > Close Tab (VX820 Duet and VX680 3G).
* Purchase and Commercial cards are supported.

13
Contactless Payments Transactions
Your VeriFone terminal automatically accepts contactless payments. During a sale transaction, the terminal will
display the “Tap/Insert/Swipe” prompt and the contactless symbol. At this time, customers with contactless-enabled
cards should touch/tap their card on or in close proximity to the top of the terminal screen for a few seconds. Your
terminal will process contactless payment transactions as if a card were swiped or inserted. As an added security
measure, the terminal will prompt for a card insert or swipe if the transaction amount is over a pre-set threshold.
Note: Contactless option can be disabled, please contact Merchant Support at 1.800.265.5158. Cashback and
surcharge functions require the card to be inserted or swiped.
Gift Card and Stored Value Card Transactions (Optional)
Your VeriFone terminal supports gift card and stored value card (e.g. loyalty card) transactions. If you participate in
a gift or stored value cards program your terminal is capable of performing various transactions for these types of
cards. This guide outlines some of the most common transactions for gift and stored value cards. For more advanced
transactions or additional details, contact your gift and/or store value cards program provider for assistance.
Note: The transactions and menu options outlined below may vary depending on your third party gift or stored value
card program provider or application.
Begin a Gift or Stored Value Card Transaction
To start a gift or stored value card transaction, press [Gift Card] (VX520)*;
or press the [ ] (VX820 Duet and VX680)
* The [Gift Card] button is the third purple hot key from the left on the VX520 terminal or the [ ] button on the VX820 Duet and VX680 3G terminals.
Issuance/Add Value
This transaction adds value to the gift or stored value card account and can be used to issue and activate a new card,
or to reload an active card with incremental value.
Press [Gift Card] and then select Issue Add Value (VX520);
or press the [ ] and choose Issue Add Value (VX820 Duet and VX680).
Activation/Block Activate
The Activation function creates a consumer’s gift or stored value card account by assigning a value to the gift
or stored value card. The Block Activate function is used to activate up to 999 gift or stored value cards for
a specific amount using one transaction flow. Activation/Block Activate can only be performed on cards that
have not been previously activated.
Press [Gift Card], press [] to scroll and then select Activation or Block Activate (VX520); or press the [ ],
press [ ] to navigate, and then select Activation or Block Activate (VX820 Duet and VX680).

14
Redemption
The redemption transaction is performed when a consumer uses the card to purchase goods or services.
The function decreases the value of the consumer’s gift or stored value card account.
To perform a Redemption, press [Gift Card], and then select Redemption (VX520);
or press [ ] and then select Redemption (VX820 Duet and VX680).
Balance Inquiry
The Balance Inquiry is performed when a consumer wishes to know the balance remaining on their gift or
stored value card account.
To perform a Balance Inquiry, press [Gift Card], and then select Balance Inquiry (VX520);
or press [ ] and then select Balance Inquiry (VX820 Duet and VX680).
Force Redemption/Force Activation
Perform a force stored value card redemption, activation or issuance when the terminal cannot reach the gift card host.
Press [Gift Card], press [ ] to scroll, and then select Force Redempt; or press [] to scroll, and then select Force
Activate (VX520).
Press [ ], press [ ] to scroll, and then select Force Issuance or Force Redempt; or press [ ] to scroll, and then
select Force Activate (VX820 Duet and VX680).

Functions and Features

16
Basic Functions and Features
This section provides additional information on basic transactions, terminal functions and features, that you may want
to use. Some options may vary depending on the device you are using.
Reprint a Receipt
The Reprint function is accessible through the main menu. Press [] (VX520) and select Reprint; or [ ] (VX820 Duet
and VX680 3G) to scroll, and select Reprint. You will be prompted to select last receipt, or enter criteria to search for
another receipt to reprint.
Access Reports
To access the Reports Main Menu press [Reports] (purple hot key on the far right of VX520); or [ ] (VX820 Duet and
VX680 3G) to access the Reports menu. Scroll to the desired report or report category, then press the corresponding
[F] key and follow the prompts to view or print your report.
Review the Reports section on page 18 for additional details.
Access Clerk/Server Setup
For all VeriFone terminals, at the main menu, press [OK] to access the Configuration menu. Then, navigate to the
Clerk Setup or Server Setup option.
Review the Clerk Server Management section on page 17, for additional details.
Edit Auto Shift Times
If you are in auto shift mode, use this procedure to edit the shift start and end times. For all VeriFone terminals,
press [1] at the idle screen to access the Shift menu.
Manual Shift Close
If you are in manual shift mode, use this procedure to close the current shift and start a new shift. For all VeriFone
terminals press [1] at the idle screen to access the Shift menu.
Download Updates*
Your terminal will automatically check for software updates every 30 days (which is the default setting). If an update is
available, the terminal will schedule a time to perform the automatic download. The terminal will not proceed with the
download at the scheduled time if there are any transactions in your batch that need to be settled.
*To download automatic updates connect the VX680 3G terminal to a power supply overnight.
Set a Password
Call our 24/7 Merchant Support and we can outline your options for password settings and help you set up passwords
for your terminals. Once set up, this security feature requires a password to be entered to perform specific transactions
on the terminal such as refunds and voids.

17
Clerk/Server Management
Clerk/Server Management
To perform a variety of Clerk/Server Management functions access the Clerk/Server Management Menu.
For all VeriFone terminals, from the idle prompt press the [OK] key to launch the Configuration menu.
From this menu select “Servers”.
Clerk/Server Setup
The Clerk/Server Setup functions allow you to manage IDs and passwords of employees that use the Terminal.
For all VeriFone terminals, from the idle prompt, press the [OK] key to launch the Configuration menu.
From this menu, select “Servers”.
Log On/Off Clerk/Server
Used to log on Clerks/Servers as their shifts begin, and log them off at the end of their shift.
To log on a Clerk/Server, from the Servers menu select “Log On Server” [F2] key (VX520); or the [F1] key
(VX820 Duet and VX680 3G) and follow the terminal prompts.
To log off a Clerk/Server, from the Servers menu select “Log Off Server” [F3] key (VX520) or [F2] key
(VX820 Duet and VX680 3G). The terminal will guide you through the Server Log Off process.
Add Clerk/Server
Adds a new Clerk/Server to your terminal, you will be prompted to create an ID and a password for each
new clerk/server.
To add a Clerk/Server, from the Servers menu select “Add Server” [F4] key (VX520) or [F3] key (VX820 Duet
and VX680 3G) and follow the terminal prompts to set up an ID and password for the new Clerk/Server.
Modify Clerk/Server
Allows you to modify a clerk/server’s password.
From the Servers menu, press the [] to scroll and then select the [F1] key “Modify Server” (VX520); or select [F4]
(VX820 Duet and VX680 3G) and follow the prompts on your terminal to modify the Clerk/Server password.
Delete Clerk/Server
Removes a single clerk/server from the terminal.
From the Servers menu, press the [] to scroll and select “Delete Server” [F2] (VX520), or select [ ] to scroll
and choose “Delete Server” [F1] (VX820 Duet and VX820) and follow the terminal prompts.

18
Reports
Reports
A report is like a snap shot in time of business activities. Use this data to help you make crucial business decisions.
Access Reports
To access your reports press [Reports] (purple hot key on the far right of VX520); or [ ] (VX820 Duet
and VX680 3G). Scroll to the desired report or report category, then press the corresponding [F] key and
follow the prompts to view or print your report.
The following reports are available to you from the Reports Main Menu:
Reports: Main Menu
Totals Report
Detail Report
Clerk/Server Reports
Batch Review
Batch History
Host Totals
Terminal Reports
Outstanding Pre-Auth
Report (retail only)
Prints totals by card type and card issuer.
Prints detail information for each transaction.
Launches Clerk or Server Reports Menu options.
(See Reports: Clerk/Server Reports Menu.)
Launches Batch Review menu options. View details on all transactions
in the current batch. This can be used to retrieve transactions in the current
batch by entering search criteria. Once the transaction is retrieved, you may
adjust or void the transaction. To access the Batch Review for all transactions,
the Supervisor or Manager password level is required.
Prints a series of settlement reports by date.
Runs the host totals transaction and prints a report.
Launches Terminal Reports menu options. These reports are used by your
Help Desk Associate to troubleshoot your terminal.
Prints the details or totals of the current open pre-auth transactions in
the terminal.
Description

19
Clerk/Server Reports Menu
You also have access to a number of Clerk/Server reports for additional insights into your business operations.
To access these reports go to the Reports Main Menu by pressing [Reports] (purple hot key on the far right of VX520);
or [ ] (VX820 Duet and VX680 3G). Scroll to Clerk/Server Reports then press the corresponding [F] key and follow
the prompts to view or print your report.
Gift and Stored Value Card Reports*
Gift and stored value card program subscribers have access to a number of gift card based reports to assist with
their end of day reconciliation process.
For VX520, from the Main Menu press the [ ]**, and then press [GC] (fourth purple hot key from the left) and
use the [] to scroll and select ‘GC Reports’.
For VX820 Duet and VX680 3G, from the Main Menu press the [ ], select [ ] key to scroll, and then
select ‘GC Reports’ [F1].
Follow the above steps, and then select the related [F] key to print one of the following reports:
Clerk/Server Reports Menu
Totals Report
Detail Report
Shift Report
Clerk/Server Table
Prints totals by card type and card issuer.
Prints detail information for each transaction.
Prints transaction totals per shift.
Prints login and logout information
Description
Gift Card Reports Description
Totals Reports Prints a summary report of all gift card transaction types.
Detail Reports Prints detailed information for each transaction and a summary report of
transaction types.
Server Report Prints a detailed gift card report by clerk/server that includes transaction type,
amount and total.
Cash Out Report Prints a report showing the cash amount that was applied to a gift card
transaction.
* Stored Value Card reports for loyalty programs are are not available.
**The alpha/gift card key is the third purple hot key from the left on the VX520.

20
Settling the Batch
Your terminal batch contains all the daily transactions that need to be settled. Settlement is the process of
managing your electronic payment transactions so they clear through the payment brands and are funded to
your account.
Your VeriFone terminal uses a Host Capture System (HCS) application. In the HCS environment, all transactions
are sent online to the Chase Paymentech Host and are captured at the moment they occur. This includes Returns,
Auth / Force Sales, Voids and Reversals. Auth only transactions are not settled until they are completed or closed.
There are three settlement options for VeriFone terminals.
 n Host Auto Close
 n Auto Settlement
 n Manual Settlement
Host Auto Close
If your terminal is set to Host Auto Close, the host will close the current open batch at a designated time each
day. There is no end of day batch processing required from the merchant.
Manual Settlement
For all VeriFone terminals, if your terminal is configured to manually settle, navigate to Settlement from the Main
Menu and follow the prompts displayed.
Timed Auto Settlement*
If your terminal is set to Timed Auto Settlement, it will automatically settle transactions in the current batch at
a specific, predetermined time, within a 24-hour period. When configured, auto settlement begins any time after
the set time occurs if there are transactions in the batch. For example, if auto settlement time is set to 22:30:00
(10:30 PM) then auto settlement occurs at approximately 22:30:00. If the terminal is turned off before the set
time, and turned on again (usually the next morning), auto settlement occurs at that time.
*For VX680, make sure the terminal is connected to a power supply overnight when set to timed auto settlement.