Ingenico Link 2500 User Manual

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Link 2500

User Guide

www.ingenico.com

17 Ridge Way, Donibristle Industrial Park, Dalgety Bay, Fife, KY11 9JU

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Table of contents

Introduction ....................................................................................................................................... 3

Contents of box................................................................................................................................. 3

Overview of Link/2500 ...................................................................................................................... 4

Battery .............................................................................................................................................. 6

Using the terminal keyboard & display ............................................................................................ 10

Supervisor Code ............................................................................................................................. 10

Display/Icons .................................................................................................................................. 11

Bluetooth Terminal .......................................................................................................................... 12

Wi-Fi Terminal ................................................................................................................................ 12

Transactions ................................................................................................................................... 13

Sale – contactless ...................................................................................................................... 16

Sale – swiped card ..................................................................................................................... 17

Refund ....................................................................................................................................... 18

Mailorder Transactions (Customer Not Present)......................................................................... 19

Mailorder Transaction ................................................................................................................ 20

Reversals ................................................................................................................................... 20

Declined Transactions................................................................................................................ 22

Referrals .................................................................................................................................... 23

Troubleshooting .............................................................................................................................. 32

Menu Structure ............................................................................................................................... 37

Recommendations .......................................................................................................................... 38

Security of the terminal ................................................................................................................... 41

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Link2500

terminal

Introduction

Thank you for choosing an Ingenico payment terminal.

We recommend that you carefully read this user guide: It gives you the necessary information about safety precautions, unpacking, installation, and maintenance of your terminal.

This symbol indicates an important warning

This symbol indicates a piece of advice

Contents of box

User Guide

Battery

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Overview of Link/2500

2”4 LCD display

Magnetic card reader

Contactless card reader

Chip card reader

Weight (without battery)

Dimensions (L x w x h) 129x70x17 mm

Electrical mains network 100-240VAC / 50-60 Hz - Class II equipment

Terminal Connections USB C connector

155g

Keyboard details and functionality

Function key (F) displays available menus

Red key cancels the procedure in progress

Yellow key cancels the last character

Green key validates input selections and information It also switches the terminal on.

Some keys can have other functions depending on the applications on the terminal.

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Ambient temperature

Switching ON / OFF terminal

 To switch ON the terminal press on the keyboard.

 To switch OFF the terminal press and for one second.

Installation

Location of the Link/2500

The terminal should be placed far from any very hot zones, protected from vibrations, dust, damp and electromagnetic radiation (computer screen, antitheft barrier etc.).

Operating Condition

0°C to +50°C

Max relative humidity 85% at +40°C

Battery charging conditions

Storage conditions

Max relative humidity 85% at +55°C

0°C to +40°C

-20°C to +55°C

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Terminal connections

 There is an USB connector (USB type C) on the right side of the

terminal. (see picture below). This connector manages Host and Slave connections as well as charging the battery.

 The terminal supports USB

keys with FAT16 or FAT32 file systems

 The USB key has to be used

with an USB adapter

Connector used for charging, USB

USB type C

key etc.

Battery Main characteristics

Operating Condition

Characteristics Li-ion 1200 mAh

Charge (power supply - 1.5A)

The battery capacity depends on the model of terminal and its use

80% capacity in 1 h; full capacity in 1.5 hours

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Opening the back cover

Turn the terminal over and unclip the back cover by pushing on the clip as shown with the arrows in the picture

Switch off the terminal before opening the back cover

Installing the battery

Remove the charging cable before exposing the battery

 Turn the terminal over and unclip the back

cover by pushing on the button as shown above

 Take the battery pack included in the box

 Locate the battery pack connector beside

the battery compartment

 Plug the battery pack into the battery pack

connector

 Verify that it locks

 Place the battery pack in its compartment.

 Close the back cover

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Charging the battery

When does the battery need to be charged?

 On initial startup, charge the battery for 4 hours under the environmental

conditions stated earlier in this guide

 When used with a USB socket power supply: connect the Link/2500

charging cable (USB Type C connector)

 The environment in which the charge takes place influences battery

lifetime and autonomy (number of transactions per charge)

 The optimal conditions are as follows:

- Charge away from any external heat source (radiator, sun,

enclosed area etc.)

- The optimal temperature is between +15°C and +25°C

How can the battery be charged?

Using a USB socket

 Connect the supplied USB cable to the USB power adapter and plug in

the type C connector to the socket located on the right side of the terminal.

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Card reading

Magnetic Stripe Card

The card can be read either from bottom to top or from top to bottom, with the stripe facing the terminal.

Use a regular movement in order to ensure a reliable card reading.

Chip Card

Insert the card horizontally into the terminal with the chip facing upwards.

Leave the card in position throughout the transaction.

Contactless Card

Bring the card firmly up to the active zone above the screen.

Keep the card close to the contactless logo during the transaction.

The 4 virtual LEDs will light sequentially during the transaction.

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Using the terminal keyboard & display

To enter numbers press the relevant keys. If you make a mistake you can correct this using the correction keys. Press the yellow button once to delete one character at a time. Press the red button once to delete the entire line; pressing the red button again will cancel the transaction or exit the menu.

When typing in an authorisation code, for example, you may need to enter letters as well as numbers. Where you see the 123 graphic (see below) on screen you can toggle the input mode by pressing the function ( ) button.

To enter uppercase letters use the ABC input mode, and to enter lowercase letters use the abc input mode.

When entering letters, you should press the number key repeatedly until the desired letter appears. For example, if you want to type B then you must press 2, 2. To move on to next character either press another key, or wait for the flashing cursor to appear.

Terminal is in the lowercase letter mode, mode is changed by pressing button

Terminal is in the uppercase letter mode, mode is changed by pressing button

Terminal is in the numeric mode, mode is changed by pressing

button

Supervisor Code

The default Supervisor Code is 01483. Please note: The terminal will require you to change this to a new code of your choosing before you can process any transactions.

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Display/Icons

Please note the terminal is uses the following colour scheme:

No icon means the function is not present in the terminal or it is switched off. Grey icon represents an active feature but not connected.

Orange icon represents connection in progress

Green icon is used during connection when the terminal is ready to exchange

data.

Following power icons will be displayed, depending on the battery charge.

Battery charge greater than 80%

Battery charge greater than 60% and less than 80%

Battery charge greater than 40% and less than 60%

Battery charge greater than 20% and less than 40%

Battery charge less than 20%

Terminal powered by external power supply, battery full charge

Icons displayed on your terminal display depend on your terminal type

Time displayed in 24 hour format with long date format

Time displayed in 12 hour format with short date format

Date and time formats can be changed to suit your preference. Please call helpdesk for further information

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Bluetooth Terminal

No icons Network card not yet activated / Bluetooth not yet activated

Bluetooth present but not activated.

Bluetooth connection is in progress.

Terminal connected to at least one base.

Wi-Fi Terminal

No icons Network card not yet activated / Wi-Fi not yet activated

Not connected to the Wi-Fi network Wi-Fi connection is in progress. . No IP address set/received

from the network Wi-Fi connected and IP address set/received from the network

Please note: Some terminals have multiple comms capability; therefore you might see a combination of various comms icons on the display.

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Transactions

In order to perform a transaction, enter the required details onto your Point Of Sale (POS) and send the transaction to the terminal.

This will initiate the Sale process on the Link 2500 terminal.

Contactless card transactions are performed when the transaction value is under the contactless card limit (e.g. £30.00). Your terminal will only prompt for a card to be presented when a contactless transaction is allowed. When a contactless transaction is allowed your terminal will show a contactless icon on the screen. The terminal will prompt for contactless card or contactless device to be presented depending on the amount.

Contactless transactions that are above a pre-set value (Floor Limit) will go online for authorisation.

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Contactless High Value Payment (HVP) – Wallet Payments

High Value Payments are contactless payments that are above the limit for contactless cards (e.g. £30.00) but are protected by the cardholder verifying themselves to the mobile phone either by the use of a scanned thumb/fingerprint in the case of Apple Pay, or by the entry of a pass code for other mobile phone manufacturers. This process is known as a Cardholder Device Cardholder Verification Method or CDCVM for short.

This means that once HVP is enabled, the contactless logo will be displayed on your terminal for all transactions rather than just those under the contactless card limit (e.g. £30.00).

Acceptance of normal contactless cards for transactions below the £30 limit will continue as normal and, if a cardholder taps a contactless card for a transaction above the £30 limit, the terminal will instruct them to complete the transaction using chip and PIN.

In some cases, a cardholder may need to tap their mobile phone against the contactless reader twice. This is because they have not pre entered their CDCVM on their device prior to starting the transaction and their device has prompted them to complete their CDCVM and tap the phone again. The cardholder should follow the instructions on their device to complete the transaction.

Dealing with Contactless Card Read Failures

A contactless card read may fail, and the customer will be prompted to represent their card.

If the card is removed too soon, before all four contactless status lights are lit; before the confirmation tone is heard; or before prompted to remove the card, the card read will fail.

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present

If more than one card is presented the card

present

£1.23

TRY AGAIN

If more than one contactless card is presented to the contactless card read zone together then the card read will fail. This may occur if the card is presented in a wallet with other contactless payment cards, or other contactless cards such as public transport smart cards.

If the card is removed too soon the card read will fail. An alert tone will sound and the customer will be prompted to rethe card.

PLEASE PRESENT

ONLY ONE CARD

read will fail. An alert tone will sound and the customer will be prompted to rethe card.

In both cases the terminal will continue as per a normal contactless sale to complete the transaction.

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SALE from the

successful when all four

Sale – contactless

Initiate a POS

Terminal connects to the acquirer using the selected communication type

Insert / Swipe / Present screen is shown. Present the contactless card

Contactless read is

status lights are lit and confirmation tone is heard

Terminal receives from the acquirer using the selected communication type

Transaction is approved and receipt printed by POS

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Sale – swiped card

Initiate a Sale on the POS

Insert / Swipe / Present screen is shown

Terminal will check the card

Auth code is returned by the acquirer

If signature is a match press the button

POS will print a receipt

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signature and press the

Refund

Initiate a Refund on the POS

Insert / Swipe / Present screen is shown

Terminal will check the card

Enter the supervisor code and press the button

Refund is accepted by the acquirer

POS will print the merchant receipt Tear off and press the

button.

Ask the customer to sign the receipt

Check the customer

button

POS will print the customer receipt, tear off and press the button

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Mailorder Transactions (Customer Not Present)

You must ensure that this option is enabled on your acquirers Merchant Account.

Your terminal is pre-configured for Mailorder (Customer Not Present) transactions. Mailorder transactions are performed without the customer or the card being present. All card details must be manually entered so please take note of what information will be asked for by your terminal. If supported by your acquirer and by the card type taken, you will have the option of entering the CSC (Card Security Code) and using the AVS (Address Verification Service).

The CSC is the last three digits of the number printed on the signature strip on the back of the card. To use AVS checking, you will be prompted to input only the digits from the customer’s postcode and address.

For American Express cards there is a four digit Card Security Code printed on the front of the card, any numbers on the signature strip should be ignored.

The response from the acquirer will then give you the result of the security checks to help you decide if you wish to continue with the transaction.

Mailorder - CSC/AVS Results

Please be aware that the CSC/AVS result is intended only to guide you in a decision to void or confirm an already authorised transaction. Contact your acquirer for more information and details of liability.

The data may not be checked if the service is not supported or if there is a temporary system failure.

DATA MATCHED

AVS MATCH ONLY

CSC MATCH ONLY

DATA NON MATCH

NOT CHECKED

Both the CSC and AVS data matches.

Only the AVS data matches.

Only the CSC data matches.

Neither the CSC nor AVS data matches.

The data was not checked.

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displayed, together with

cide

whether to continue

with the transaction.

Mailorder Transaction

Initiate a Mail Order transaction on the POS

Enter the Card details,

CSC and AVS info as required.

When you see this prompt, enter the numbers from the card’s billing address postcode (e.g. 119 for KY11 9JU) and press the button.

If you see this prompt, enter the numbers from the card’s billing address (e.g. 221 for 221b Baker Street) and press the button.

Enter the sale amount in pence (e.g. 2134 for £21.34) and press the

button. The terminal will connect to the acquirer for authorisation.

If the transaction has been authorised then an auth code will be

the CSC/AVS check result. You must de

Reversals

If a mistake in a transaction is identified immediately after the transaction has been completed, then the transaction can be completely reversed by selecting the Reversal function within 30 seconds of the end of the transaction.

This function is particularly useful when the wrong transaction amount has been entered, and the mistake is only noticed on the customer copy.

To perform a Reversal select REVERSAL on the POS.

If the 30 second timer has not expired then your terminal will perform the Reversal, contacting the acquirer if necessary.

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When a Reversal has been successfully performed the original transaction and the Reversal will not appear on the customer’s bank statement.

The original transaction and the Reversal will appear on your Banking and X/Z Balance reports. Reversals are recorded as the opposite of the original transaction: if you reverse a Sale then the Reversal will be shown as a Refund; or if you reverse a Refund then the Reversal will be shown as a Sale.

You have 30 seconds of the end of transaction to perform reversal. Once that elapsed the transaction cannot be reversed.

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Declined Transactions

The customer’s card, card issuer or the acquirer can decline to authorise any transaction.

A declined response from the acquirer’s host system will display a message on your terminal in place of the usual AUTH CODE: xxxxx message. This can be, for example, DECLINED, NOT AUTHORISED, or RETAIN CARD. This message will be displayed on the screen for up to 60 seconds, or until the enter key is pressed.

A declined receipt will be printed which clearly indicates that the transaction has not been authorised. It will also show the message from the acquirer if such message is present.

Transactions with an inserted chip card may be declined by the card without the terminal contacting the acquirer’s host system. You should advise the customer to contact their card issuer and request another means of payment.

If your terminal is unable to contact the acquirer for a transaction with an inserted Chip card, the transaction maybe declined by the card with the message COMMS FAILURE DECLINED.

If you are prompted to retain the customer card you should follow the standard procedures as laid down by your acquirer.

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Referrals

A transaction may be referred for voice authorisation if an extra security check is required by the acquirer. The terminal will display or print instructions to call the acquirer. If a telephone number is not shown please use the standard voice authorisation number as supplied by that acquirer.

Once you have dialled or made a note of the telephone number press the button to continue.

Please be ready to quote your merchant number, the full card number and any referral message that was displayed (such as REFERRAL B or CODE 10 REFER). The authorisation centre may need to speak to the customer.

If the transaction is authorised by the authorisation centre, your terminal will prompt you to enter both your supervisor code and the authorisation code. You should take care entering the authorisation code to avoid unnecessary chargebacks from your acquirer.

Your terminal will also refer transactions if it is unable to contact the acquirer. This can happen during exceptionally busy periods when the acquirer’s host system cannot answer the authorisation request.

If requested to do so by the authorisation centre operator, you may remove the card from your terminal after a referral request in order to do further visual checks on the card; at all other times, you should only remove the card when prompted to do so by your terminal.

If you experience a high volume of referrals there may be a problem with your connection. This will be indicated by the diagnostic (DIAG) codes printed on the receipt. Refer to the section entitled Diagnostic Codes for more details

FRAUD ALERT: Your acquirer will never contact you via telephone call asking you to use a temporary authorisation centre telephone number.

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Supervisor Functions

Supervisor code

Default supervisor code is 01483

The Supervisor code is designed to limit access to the Supervisor functions (such as the Supervisor Menus, or Refund transactions) on the terminal to those who have access to the code.

Your terminal is shipped with an initial default code of 01483, but is configured so that a change of this code is required before you process any transactions. If you forget your code, please contact the terminal Helpdesk who will be able to reset the code back to the default.

The following codes are not valid choices for your Supervisor

To change your Supervisor code press the function button twice, then choose SUPERVISOR from the list. You will be asked to type your current supervisor code (i.e. 01483), then press button, choose PASSWORD then CHANGE PWD.

code: 01483, 1234, 0000, or 9999. Any other numerical code of four or more digits will be a valid Supervisor code. The Supervisor code allows entry into the Refund option on the terminal.

You will need to enter your new numerical code (4 digits or more) twice, pressing the button after each input, before the Supervisor code is updated to this new value.

If your terminal is lost or stolen you should contact the terminal Helpdesk immediately.

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You are strongly advised to ensure that privileged access to your terminal (including access to the Supervisor code) is only granted to staff that have been independently verified as being trustworthy.

Supervisor code change – initial transaction

If you have not changed the Supervisor code before you process your first transaction the terminal will prompt you to change the code from the default during the transaction.

During the transaction, you will be prompted that the code needs to be changed, press any key to continue.

Enter a new code and press the button.

Re-enter the new code and press the button.

A confirmation will be shown if the two entries match and the code has been changed.

The terminal will continue as normal, refer to the instructions for transaction type that you chose to complete the transaction

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Refund Password

Your terminal is configured to use the Supervisor code to protect both the Refund and the Supervisor functions. If you would like a separate code enabled in order to protect the Refund function please contact the terminal Helpdesk.

This feature could be used to allow one member of staff the added ability to perform a Refund; while allowing another member(s) of staff the ability to perform the Supervisor functions.

Supervisor Menus

The Supervisor menus allow access to various management functions in your terminal. To be able to access the Supervisor menu, you must use the Supervisor code.

To access the Supervisor menus press the button twice, then choose SUPERVISOR and press button. You will be asked to type your current supervisor code, and confirm this by pressing the button.

Once you have access to the Supervisor menus, press the button to cycle through the various menu screens.

The following pages show a summary of the Supervisor functions and how to access them, and what they do.

Some Supervisor functions MUST only be used when instructed to do so by the terminal Helpdesk.

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value displayed on

the idle screen and printed on each ticket to

s in the terminal to be

Allows the access to various extended

Allows the terminal to perform a test with

some, or all, of the acquirers loaded on the

terminal. Do not use this feature unless

Allows access to advanced configuration

see

Allows the Gratuity/Tip mode to be switched

Allows the setting of when the terminal will

contact the acquirer for authorisation during

the transaction. Gratuity/Tip mode is only

Immediately sets off a configuration data call

to the Terminal Management System (TMS).

Do not use this feature unless instructed to

First Supervisor Menu Screen

HANDSET ID

Allows the HANDSET ID

be set. The default value is 01.

Allows the various code

PASSWORD

reset or changed. Enters the PASSWORD

- see next section.

CONFIG

configuration options. Enters the CONFIG menu - see next section.

LOGON

instructed to do so by the terminal Helpdesk.

Second Supervisor Menu Screen (press function once)

SHORT CUT

TIPS

options. Enters the SHORT CUT menu next section.

on and off. Setting TIPS to ON, sets OP MODE to LATE.

OP MODE

available in LATE mode. Setting OP MODE

EARLY, sets TIPS to OFF.

CALL TMS

do so by the terminal Helpdesk.

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Allows the international dialling code to be

set. Do not use this feature unless instructed

Allows the default transaction type to be set,

so the transaction type will begin as soon as

a card is swiped or inserted from the idle

Supervisor

not

terminal options.

Do not use this feature unless instructed to do

Immediately sets off a software upgrade call

to the Terminal Management System (TMS).

Do not use this feature unless instructed to do

Allows the date and time to be set. The date

and time is automatically updated when a

Allows the setting of the time taken after a

is pressed before the backlight turns

Allows the setting of the time taken after a

is pressed before the terminal enters

Prints a summary report of software versions

use this feature

unless instructed to do so by the terminal

Third Supervisor Menu Screen (press twice)

INTL

to do so by the terminal Helpdesk.

SALETYPE

screen. If REFUND is set then the code check will

be done.

Allows the setting of internal

TERM PARAM

so by the terminal Helpdesk.

UPGRADE

so by the terminal Helpdesk.

Fourth Supervisor Menu Screen (press three times)

DATE TIME

successful TMS call is made.

BACKLIGHT

button off.

AUTO-OFF

button power save mode.

RELEASE

loaded on the terminal. Do not

Helpdesk.

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acquirers from

the terminals memory. Do not use this feature

unless instructed to do so by the terminal

Allows the Message Authentication Code (MAC)

key to be reset to the initial value for one or all

e unless

used for

communications to the TMS to be reset to the

initial value. Do not use this feature unless

(and/or Refund

must be

Supervisor Sub-Menus

There are three Supervisor sub-menus. They are the Password menu, the Config menu and the Shortcut menu. They allow access to extended options within the Supervisor menus.

To access the Password menu press the button twice, then choose SUPERVISOR and press button. You will be asked to type your current supervisor code, and confirm this by pressing the button, and choose PASSWORD.

Below is a summary of the functions within the Password menu and how to access them, and what they do.

Some Supervisor functions MUST only be used when instructed to do so by the terminal Helpdesk.

Password Menu Screen

DELETE ACQ

MAC RESET

TMS RESET

CHANGE PWD

Deletes all datasets for one or all

Helpdesk.

acquirers. Do not use this featur instructed to do so by the terminal Helpdesk.

Allows the secure code

instructed to do so by the terminal Helpdesk.

Allows the Supervisor code code) to be changed. The new code used for all future code requests.

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Prints EMV data loaded on the terminal. Do not

use this feature unless instructed to do so by

Prints Certificates loaded on the terminal. Do

feature unless instructed to do so

Allows the telephone network (PSTN) prefix

Prints a rolling data sheet of the mobile

network. Do not use this feature unless

the selection of a different mobile

network. Do not use this feature unless

To access the Config menu press the button twice, then choose SUPERVISOR and press button. You will be asked to type your current supervisor code, and confirm this by pressing the button, and choose CONFIG.

Below is a summary of the functions within the Config menu and how to access them, and what they do.

Some Supervisor functions MUST only be used when instructed to do so by the terminal Helpdesk.

First Config Menu Screen

PRINT EMV

PRINT CERTS

PSTN PREFIX

GSM N/W

TEST

SEL GSM N/W

the terminal Helpdesk.

not use this by the terminal Helpdesk.

number to be set.

instructed to do so by the terminal Helpdesk.

Allows

instructed to do so by the terminal Helpdesk.

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Configures the internal/external Contactless

Reader support. Do not use this feature unless

Configures the external PINPad support. Do not

use this feature unless instructed to do so by

Configures the EPoS (till) Interface

functionality. Do not use this feature unless

Allows the terminal to be associated to a

To access the Shortcut menu press the button twice, then choose SUPERVISOR and press button You will be asked to type your current supervisor code, and confirm this by pressing the button. Press the

button and choose SHORT CUT.

Below is a summary of the functions within the Shortcut menu, how to access them and what they do.

Some Supervisor functions MUST only be used when instructed to do so by the terminal Helpdesk.

Shortcut Menu Screen

CONTACTLESS

PINPAD

EPOS INTERF

BLUETOOTH

WIFI SETUP

instructed to do so by the terminal Helpdesk.

the terminal Helpdesk.

instructed to do so by the terminal Helpdesk.

Bluetooth base.

Configures the Wi-Fi network.

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Troubleshooting

Frequently Asked Questions

Q My terminal displays NOT READY on the idle screen, what do I do?

 Your terminal is not initialised, or has failed an automatic TMS call.

Press once, and choose the SETUP menu option. You should contact the terminal Helpdesk if the problem persists after a successful TMS Call.

Q What should I do if I have forgotten my Supervisor code?

 You should first try the default code of 01483, if this is not the code

then please contact the terminal Helpdesk who will reset the code

Q What does it mean when the terminal displays PIN TRIES EXCEEDED?

 The card has been locked after too many failed PIN entry attempts.

It may be possible to perform a PIN Bypass. The customer should contact their card issuer to change their PIN, or if they do know it they can unlock it at any ATM. .

Q What should I do if my Bluetooth terminal shows a flashing number, or no number, on the Bluetooth status section of the screen?

 If the number is flashing ensure that the base unit with the Serial

Number displayed is powered on and in range. If this is the case then power off the terminal and the base unit. Power back on the base unit and then place the terminal on that base unit and wait for the Bluetooth status to update. If the problem persists you should contact the terminal Helpdesk.

 If there is no number displayed then power off the terminal and the

base unit. Power back on the base unit and then place the terminal on that base unit and wait for the Bluetooth status to update. You should refer to the section entitled Bluetooth Association for further details. If the problem persists you should contact the terminal Helpdesk.

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Q What do I do if the customer has forgotten their PIN code?

 If your acquirer allows it, you can perform a PIN Bypass to bypass

the entry of the PIN code, by pressing the cancel button followed promptly by the button twice. If the card allows the PIN Bypass you may find that the acquirer declines the transaction. Transactions taken by PIN Bypass are subject to chargebacks so you should make other careful checks on the card and cardholder as laid out by your acquirer. For more information on the use of PIN Bypass please contact your acquirer.

Q I would like to refer a transaction before I attempt a transaction on the terminal as I am suspicious?

 You should contact the authorisation centre and ask for a ‘Code 10

Referral’, this alerts the operator why you are asking for the referral, without arousing suspicion with the customer.

Q Every transaction that I take is producing a referral, am I doing something incorrectly?

 Bluetooth terminals require either a telephone line or LAN in order

to operate. You should check that the base unit is connected correctly and that the telephone line or LAN are working correctly.

 If there is a problem with the internet connection you should contact

your telecommunications supplier.

Q A number of contactless transactions prompt that the card should be inserted or swiped, is this normal?

Q I am unable to take contactless transactions, am I doing something incorrectly?

 It is routine that a contactless card will require a further security

check occasionally. If the card is used for a lot of contactless transactions then this should be expected.

 The contactless option will only become active when the transaction

amount is under the contactless limit (e.g. £30.00).

 Not all cards are enabled for contactless transactions, please

ensure that the card presented to terminal is a contactless card, the customer should contact their card issuer if they are unsure.

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 Ensure that the contactless card is presented to the contactless

card read zone until prompted to remove the card. You can check the card read by observing the lighting of the contactless status lights - the card is read when the confirmation tone is heard and all four lights are lit steadily.

Screen Messages

During normal operation you may come across a number of screen messages. Some indicate an error, whereas others offer information. Below is a list of some of the messages that you may see on your terminal.

The security password is mismatched between

BAD MAC

CALL AUTH CENTRE

the terminal and the acquirer, please contact the terminal Helpdesk.

The transaction has been referred, call the authorisation centre on the number provided on the screen or printed on the receipt.

CANCELLED

DECLINED

BAD READ

BAD SWIPE

NOT ACCEPTED

PROCESSING ERROR

OPERATION NOT

ALLOWED

The terminal is displaying confirmation that you have cancelled the transaction.

The card, card issuer or acquirer has declined to authorise the transaction, you should ask for another means of payment.

The inserted card could not be read, check orientation of the card and try again.

The swiped card could not be read, check orientation of the card and try again.

The card presented is not configured for the selected transaction type, you should ask for another means of payment.

The selected operation is not allowed for the card presented, or the card is faulty. You should ask for another means of payment.

The selected operation has been disabled, is not allowed for the card presented, or the card is

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faulty. You should ask for another means of payment.

INVALID

TRANSACTION

INVALID CARD

EXPIRED CARD

PREVALID CARD

SORRY FOR DELAY…

RETRYING

The selected transaction type (e.g. Cashback) may not be active on your merchant account; you should contact your acquirer.

The card presented is of a type that is not supported, or is damaged and could not be read, you should ask for another means of payment.

The card presented is expired, you should ask for another means of payment. If the card is in date check the date and time on the terminal.

The card presented is not yet valid, you should ask for another means of payment. If the card is in date check the date and time on the terminal.

The terminal is unable to contact the acquirer due to a communications error. The terminal will make three dial attempts; if all three attempts should fail the transaction will be referred. For mobile terminals you should check the mobile network, for Bluetooth terminals you should check the telephone line or LAN; contacting the terminal Helpdesk if the problem persists.

Below is a list of the messages that you may see on the display of your terminal that specifically relate to contactless transactions.

APPROVED

UNSUPPORTED CARD

NOT AUTHORISED

TRY AGAIN

The contactless transaction has been approved.

The contactless card type is not enabled by the acquirer.

The card, card issuer or acquirer has declined to authorise the transaction, you should ask for another means of payment.

The card was removed too soon and the card read has failed. The cardholder should re-present the card. They should not remove the card until

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prompted to do so.

The card was presented with another contactless

PLEASE PRESENT

ONLY ONE CARD

card and the card read has failed. The cardholder should re-present the card ensuring that it is the only card presented.

The card requires a further security check. The

INSERT OR SWIPE

CARD

transaction must be completed with cardholder verification (PIN entry or Signature as appropriate).

The integrated contactless reader is being updated. This message is displayed during start

LOADING TPASS

PARAMETERS…

up, and after your terminal has performed a maintenance call. Please wait a few seconds for the idle screen to be displayed before starting a transaction.

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CONTACTLESS

Menu Structure

MAILORDER

REFUND

CASH

SALE

REPORTS

AUTH

SUPERVISOR

REVERSAL

HOTEL

FORCE TRANS

ACC VERIFY†

DUPLICATE

REFUND

SALE

END OF DAY

BANKING

X BALANCE

Z BALANCE (!)

STORED

REFUND

SALE

PREAUTH

COMPLTE

MAILORDER OP MODE

REFUND

CASH

SALE

HANDSET ID

PASSWORD

CONFIG

LOGON

SHORT CUT

TIPS

CALL TMS

INTL

SALETYPE TERM

PARAM UPGRADE

DATE TIME

BACKLIGHT

AUTO-OFF

RELEASE

† if the ACC VERIFY option is not shown in the menu on your terminal then the Account Verification functionality is not available to you.

DELETE ACQ

MAC RESET

TMS RESET

CHANGE PWD

PINPAD

EPOS INTERF SEL GSM N/W

BLUETOOTH WI-FI SETUP

PRINT EMV

PRINT CERTS

PSTN PREFIX

GSM N/W TEST

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Recommendations

Safety

Powering down the Link2500

 Disconnect the Link2500 charging cable from the terminal.

 Turn it off by simultaneously pressing and for one second.

Lithium cell

 The Link2500 is fitted with an internal lithium cell which can only be

accessed by a qualified technician

Battery

 The Link2500 is fitted with a battery specifically designed for this

terminal

 Only use appropriate chargers and batteries listed in the Ingenico

catalogue

 Do not short-circuit the battery

 Do not attempt to open the battery container

 Used batteries must be disposed of at the appropriate sites

There is a risk of explosion if the battery is incorrectly inserted or placed in a fire

SAM1/SAM2/SIM1/(SAM3/SIM2) readers compartment

 The back cover for battery and SAM / SIM readers located underneath

the terminal, must be in place during the normal operation of the terminal. See sections « SAMs & SIMs » as well as « Installing the battery ».

On airplanes

 The handset must be switched off by removing the battery pack.

Remove the battery from the terminal when on an airplane.

 Non-compliance with these safety rules may result in legal action and/or

a ban on later access to cellular network services.

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Explosion areas

 Certain regulations restrict the use of radio equipment in chemical

plants, fuel depots and any site where blasting is carried out. You are urged to comply with these regulations. The terminal shall be protected by a specially fitted and certified cover enabling use in proximity to a fuel pump.

Electronic health appliances

 The handset is a radio transmitter which may interfere with health

appliances, such as hearing aids, pacemaker, hospital equipment, etc.

 Your doctor or the equipment manufacturer will be able to provide you

with appropriate advice.

External connection

 All external circuits connected to the Link2500 must be SELV (Safety

Extra Low Voltage) and LPS (limited power source) within the meaning of section 2.2 and 2.5 of the standard IEC60950- 1:2005+/A1:2010 and EN60950-1:2006+/A11:2009+/A1:2010+/ A12:2011

. Cleaning

 To clean the terminal, use a soft cloth slightly moistened with water. Do

not clean the electrical connections; do not use solvents, detergents or abrasive products.

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electrical earth

completed by afferent values (voltage, and ma

x current)

The power supply contains the following symbols:

Double insulation symbol

Marking for Class II product. Such product does not require a safety connection to

DC current output

This marking indicates that your terminal is suitable for direct current (DC) only. It is

Indoor use only

Energy star level 6

International efficiency marking protocol

Environment (WEEE, batteries and packaging)

This product is labelled in accordance with European Directives 2002/96/EC concerning Waste Electrical and Electronic Equipment (WEEE) and 2006/66/EC concerning Batteries and Accumulators. Those provisions are requiring producers and manufacturers to become liable for take-back, treatment and recycling upon end of life of equipment and batteries.

The associated symbol means that WEEE and waste batteries must not be thrown away but collected separately and recycled.

Ingenico ensures that efficient collection and recycling schemes are set-up for WEEE and batteries according to the local regulation of your country. Please contact your retailers for more detailed information about the compliance solution in place for disposing of your old product and used batteries.

Packaging waste must also be collected separately to assure a proper disposal and recycling.

Please note that proper recycling of the electrical and electronic equipment and waste batteries will ensure safety of human health and environment.

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Security of the terminal

This device fulfils current applicable PCI PTS security requirements. Upon receipt of the terminal you should check for signs of tampering of the equipment. It is strongly advised that these checks are performed regularly after receipt. Check, for example: that the keypad is firmly in place; that there is no evidence of unusual wires that have been connected to any ports on the terminal or associated equipment, the chip card reader or any other part of the terminal. Such checks would provide warning of any unauthorised modifications to the terminal, and other suspicious behaviour of individuals that have access to your terminal. The terminal detects any “tampered state”. In this state the terminal will repeatedly flash the message ”Alert Irruption!” and further use of the terminal will not be possible. If the “Alert Irruption!” message is observed, contact the terminal helpdesk immediately.

It is strongly advised that privileged access to the terminal is only granted to staff that have been independently verified as being trustworthy.

The terminal must never be put in or left at a location where it could be stolen or replaced by another device.

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Fixed installation

If the device is to be used in a situation where it is not possible for the cardholder to pick up and shield their PIN entry themselves, the device may be used without PIN shield, but it must be installed in the following manner:

a) The device must be angled at 45 or more, so that oversight of the PIN

entry from the rear of the device is not possible.

b) The device must either be fitted in a swivel stand, so that the customer

can position the device in the best angle to prevent oversight or the device must be fixed in the best possible position to prevent oversight if such a generic position exists in the specific environment to which the device is installed.

c) The device environment must be accompanied with conspicuous notices

and educational material which informs the customer to shield their PIN during PIN entry.

d) The device must be deployed so that oversight from other customers,

either in different payment lanes, or in other areas of the shopping environment, is prevented. This may be achieved through the placement of the lanes and device, so that the customer is automatically positioned between the device keypad and other customers. Alternatively, it may be achieved by the environment in which the device is installed, so that the checkout itself shields the PIN entry process.

e) The terminal is exclusively made for indoor use.

If the above conditions are not fulfilled, a PIN shield must be used.

Positioning of the terminal on check stand must be in such a way to make cardholder PIN (Personal Identification Number) spying infeasible. Installing device on an adjustable stand must be in such a way that consumers can swivel the terminal sideways and/ or tilt it forwards / backwards to a position that makes visual observation of the PIN-entry process difficult. Positioning of in-store security cameras must be such a way that the PINentry keypad is not visible. NEVER ask the customer to divulge their PIN Code. Customers should be advised to ensure that they are not being overlooked when entering their PIN Code.

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Product

All product

Standards

CE Mark

The CE marking indicates Link2500 complies with the requirements of European Directive 1999/5/EC of 9 March 1999 on Radio and Telecommunications Terminal Equipment for:

 The protection of the health and the safety of the user and any other

person.

 The protection requirements with respect to electromagnetic

compatibility.

Depending Link2500 model involved standards are:

EU Directives:

According to harmonised EU standards:

Product

Type

All product type

Standards issue date

EN 60950-1

2006 +/ A11:2009 +/ A1:2010 +/ 12:2011

1999/5/EC

(R&TTE

Directive)

2011/65/EU

(RoHS

Directive)

EN 302 291-1/2

Contactless

Link 2500

GSM/GPRS/

UMTS

EN301 489-1 EN 301 489-3 EN 50357 EN 50364

EN 301 489-1 EN 301 489-7 EN 301 489-24 EN 301 511 EN 301 908-1 EN 62 311

type

EN 50581

2005 2008 2002 2001 2001

2008 2005 2007 2003 2010 2008

2012

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DIV434793A

This User Guide (x052) relates to terminal software APACS 40 97.12.01.9052 Whilst every effort has been made to ensure that the content of this document is accurate, Ingenico will not

accept responsibility for any loss, damage or injury that may be incurred as a result of any errors or inaccuracies. The product is varied to suit requirements and as such some features may vary or be disabled. This document should be accepted as a guide only to the use of the product.

In the effort for continued improvements in design and quality, products features and information regarding setting up, installation and use of all Ingenico products is subject to change without prior notice.

Ingenico Link 2500 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual