Moneris Core® Wireless
Move/5000
Using Your Terminal
(Oct 2019)
Need help?
Web: moneris.com/support-move5000
Toll-free: 1-866-319-7450
Record your Moneris merchant ID here:
____________________________________
Contents
Setting up your terminal ............................................................................................................................. 3
Moneris Core® Wireless Move/5000 terminal ............................................................................................. 4
Terminal keys and hardware .............................................................................................................................. 5
On-screen buttons .............................................................................................................................................. 6
Navigating the terminal ...................................................................................................................................... 6
Touch screen interaction ................................................................................................................................................ 6
Start up ........................................................................................................................................................................... 7
Getting to the Main menu .............................................................................................................................................. 7
Main menu ......................................................................................................................................................... 8
Security prompts ................................................................................................................................................ 9
Locking the screen ............................................................................................................................................10
Wireless communication .......................................................................................................................... 11
Network status indicator ..................................................................................................................................11
Signal strength indicator ...................................................................................................................................11
Battery use ............................................................................................................................................... 12
Helpful hints .....................................................................................................................................................12
Battery status indicators...................................................................................................................................12
Stand-by mode .................................................................................................................................................12
Power on ...........................................................................................................................................................12
Power off ..........................................................................................................................................................13
Card entry options .................................................................................................................................... 14
Insert: Chip cards ..............................................................................................................................................14
Wave/Tap: Contactless cards ...........................................................................................................................14
Swipe: Magnetic stripe cards ...........................................................................................................................14
Transactions ............................................................................................................................................. 15
Transaction guidelines ......................................................................................................................................15
Processing purchase transactions when your Internet connection is down ....................................................16
Notification before performing a SAF purchase transaction ........................................................................................ 16
Purchase - debit/credit .....................................................................................................................................17
Partially approved Purchase .............................................................................................................................17
Balance inquiry on pre-paid credit cards ..........................................................................................................18
Refund - debit/credit ........................................................................................................................................19
Void ...................................................................................................................................................................20
Pre-authorization ..............................................................................................................................................21
Completion .......................................................................................................................................................22
Merchant prompts ...........................................................................................................................................23
Purchase and pre-authorization ................................................................................................................................... 23
Refund .......................................................................................................................................................................... 24
Void ............................................................................................................................................................................... 24
Customer prompts ............................................................................................................................................25
Purchase and Pre-authorization ................................................................................................................................... 25
Refund .......................................................................................................................................................................... 27
Moneris Core® Move/5000: Using Your Terminal 1
Void ............................................................................................................................................................................... 28
Receipts ................................................................................................................................................... 29
Processing receipts from a transaction ............................................................................................................29
Customer copy .............................................................................................................................................................. 29
Merchant copy .............................................................................................................................................................. 29
Reprinting receipts ...........................................................................................................................................30
Reprint both customer and merchant receipt for the last transaction ........................................................................ 30
Reprint both customer and merchant receipt for a previous transaction ................................................................... 30
Receipt examples ..............................................................................................................................................31
Original receipt ............................................................................................................................................................. 31
Partial approval receipt ................................................................................................................................................ 32
Signing a credit card receipt ......................................................................................................................................... 32
Card masking ....................................................................................................................................................32
Reports .................................................................................................................................................... 33
Merchant Direct reporting ...............................................................................................................................33
Transaction reports ..........................................................................................................................................33
Clerk totals report ......................................................................................................................................................... 33
Terminal totals report ................................................................................................................................................... 34
Transaction Details report ............................................................................................................................................ 34
Pre-Authorization report .............................................................................................................................................. 35
Tip totals report ............................................................................................................................................................ 35
Settings reports ................................................................................................................................................36
Basic terminal report .................................................................................................................................................... 36
Enhanced report ........................................................................................................................................................... 36
End of day process .................................................................................................................................... 37
System close .....................................................................................................................................................37
Merchant close .................................................................................................................................................38
Troubleshooting ....................................................................................................................................... 39
Error messages on the Move/5000 terminal ...................................................................................................39
Equipment issues ..............................................................................................................................................41
Other issues ......................................................................................................................................................41
Merchant support .................................................................................................................................... 42
Moneris Core® Move/5000: Using Your Terminal 2
Setting up your terminal
To do this:
Refer to:
Set up your terminal hardware
The Moneris Core® Move/5000 Setting up Your Hardware guide
available at moneris.com/support-move5000.
Set up your terminal software
including Wi-Fi communications.
Note: No setup is required for
cellular (4G) communication.
The Moneris Core® Move/5000 Set up Your Software guide available
at moneris.com/support-move5000.
Moneris Core® Move/5000: Using Your Terminal 3
Moneris Core Wireless Move/5000 terminal
Use this wireless, all-in-one terminal and PINpad to process transactions virtually anywhere with cellular
coverage and/or Wi-Fi coverage. Both you and your customer will enter information and respond to prompts on
the terminal. When directed on screen, pass the terminal to the customer. When the customer has finished,
they will pass the terminal back to you as directed on screen. Respond to the prompts to complete the
transaction.
Moneris Core® Move/5000: Using Your Terminal 4
Terminal keys and hardware
Label
Terminal key or hardware
Function
1
Menu key
Go to the Main menu.
2
Red key
Cancel a transaction or function.
(Same as tapping the Cancel button on the
display screen)
3
Yellow key
Delete one or more characters in a data field.
(Same as tapping the Delete button on the
display screen)
4
Green key
Accept or submit data.
(Same as tapping the OK button on the
display screen)
5
Paper feed key
Advance the receipt paper.
6
Printer
Print receipts and reports.
7
Keypad
Enter numerical data.
To enter a period or other punctuation, use
the punctuation key.
8
Magnetic stripe reader
Read card information when a card is swiped.
9
Chip reader
Read card information when a chip card is
inserted.
10
Display screen
Display information.
11
Contactless reader (internal)
Read card information when a card is tapped.
Moneris Core® Move/5000: Using Your Terminal 5
On-screen buttons
Screen element
Action performed
Main menu icon
Go to the Main menu.
Note: You can also touch the key on the terminal keypad to perform
the same action.
Cancel a transaction and return to the Purchase screen.
Note: You can also press the red key on the terminal keypad to
perform the same action.
Delete one or more characters in a data-entry field.
Note: You can also press the yellow key on the terminal keypad to
perform the same action.
Submit the data shown on-screen. For example, tap OK to indicate the
transaction amount is correct.
Accept/confirm the choice or information displayed on-screen.
Note: You can also press the green key on the terminal keypad to
perform the same action.
Go back to the previous screen/menu.
Help icon
To view the website address of the Moneris support page for your terminal.
The screen of your terminal is touch sensitive, like a smartphone. You can move around the application and
choose options by touching the appropriate element on screen. Here are the most common icons and buttons
that you should be familiar with.
Navigating the terminal
Touch screen interaction
Your Moneris terminal features a color touch screen.
To access a function displayed on screen (for example, a button, a menu, a field), simply use your finger to
tap the item on the screen, or if a number is displayed beside the button text (for example, )
press that number on the terminal keypad.
To view content (for example, a menu or report) that extends past the bottom of the screen, swipe up.
Swipe down to go back to the top of the screen.
The Main menu includes two screens. Swipe left to view screen 2. Swipe right to go back to screen 1.
Moneris Core® Move/5000: Using Your Terminal 6
Start up
Main menu screen 1
Swipe left to view screen 2.
Main menu screen 2
Swipe right to return to screen 1.
If the “Card Not Present” function is disabled, the icon for “Card Not Present” will not appear on the
Main menu. You will see the Language icon instead.
When the terminal starts up (after your initial setup), it will go directly to the Purchase screen. However, there
may be one or more security prompts (refer to page 9) that appear before you see the Purchase screen.
Getting to the Main menu
You can access all of the terminal functions from the Main menu. To get to the Main menu, use one of these
methods:
Tap the Main Menu icon on the screen (if it is available).
Press the Menu key on the keypad.
Moneris Core® Move/5000: Using Your Terminal 7
Main menu
Menu item
Use this menu to:
Reprint
Reprint the last receipt or another receipt. Go to Reprinting receipts on page
30.
Screen Lock
Lock the screen using a temporary lock code. Go to Locking the screen on
page 10.
End of Day
Close your batch and print batch reports. Go to End of day process on page
37.
Quick Setup
Launch the Quick Setup procedure to set up the most common settings on
your terminal. Go to “Edit your settings using the Quick Setup menu” in the
Move/5000 Setting up Your Software guide available at
moneris.com/support-move5000.
Software Update
Display the Software Update menu. You can check for software updates, sync
your settings with the Moneris cloud, or sync all functions with the Moneris
host. For more information, go to the Move/5000 Online Operating Manual
available at moneris.com/support-move5000.
Card Not Present
Turn on or off the ability to process financial transactions when the
customer’s card is not present; for example, email and telephone orders. For
more information, go to the Move/5000 Online Operating Manual available
at moneris.com/support-move5000.
Note: If this function is off, the icon will not appear on the main menu.
Language
Set the language of the terminal to French or English. Tap the icon, select a
language, and tap Save.
Power Off
Tap this icon to power off the terminal. See Power off on page 13 for more
information.
Transactions
Display the Transactions menu. Go to the Transactions section on pages 15-28
for transaction guidelines and instructions for each procedure.
Reports
Display the Reports menu to run reports on transactions or on settings. Go to
Reports on page 33.
Settings
Display the Settings menu. For information and instructions for all settings, go
to the Move/5000 Online Operating Manual available at
moneris.com/support-move5000.
To navigate to the Main menu, refer to Getting to the Main menu on page 7.
Moneris Core® Move/5000: Using Your Terminal 8
Security prompts
Screen image
Prompt
Action
Screen saver
showing the date
and time (idle
screen)
The application has timed out.
Tap the screen or press any key to continue.
Enter Temporary
Lock code
This screen appears if you locked the terminal using a
temporary lock code.
To unlock, enter your temporary lock code.
You can also tap Use a User ID and Passcode instead. See
below.
Please enter your
User ID and
Passcode
To use protected menus and transactions, you must identify
yourself by user ID and passcode.
1. Tap the User ID field and enter your user ID.
2. Tap the Passcode field and enter your passcode.
3. Tap OK.
Enter Clerk ID
Key in your clerk ID, then tap OK. To set up clerk IDs, refer to
the Move/5000 Setting up Your Software guide at
moneris.com/support-move5000.
You may see various security prompts before you are able to process transactions and access functions. Some
examples include the screen saver (idle screen), the temporary lockcode prompt, the user ID/passcode prompt,
and the Clerk ID prompt.
Review the table below on how to respond to each prompt.
Moneris Core® Move/5000: Using Your Terminal 9
Locking the screen
In order to prevent unauthorized use, Moneris recommends locking the terminal screen when:
your terminal is unattended, for example, when you are away from the cash register area;
your business is closed. Leave the terminal powered on and lock the screen.
To lock the screen:
1. Think of a lock code you will remember (using 4 to 10 digits).
You cannot use 3 or more consecutive numbers (such as 1236) or 3 or more repeating numbers (such as
11125).
2. On the Main menu, tap Screen Lock.
The “Please enter a temporary lock code for this device” prompt appears.
3. Enter the lock code you determined in step 1, then tap OK.
The screen is locked.
To unlock the screen:
enter the same lock code you used to lock the screen, or
enter your user ID and passcode.
Moneris Core® Move/5000: Using Your Terminal 10
Wireless communication
Icons on the
status bar
Description
4G
The terminal is currently connected to and using the authorized carrier's 4G wireless network.
3G
The terminal is currently connected to and using the authorized carrier's 3G wireless network
(as fallback).
Wi-Fi
The terminal is currently connected to and using your local Wi-Fi network.
Icon
Description
5 bars: Terminal is receiving a very strong signal from the network and can process transactions.
4 bars: Terminal is receiving a strong signal from the network and can process transactions.
3 bars: Terminal is receiving a good signal from the network and can process transactions.
2 bars: Terminal is receiving a signal from the network and can process transactions but may take
longer to complete them.
1 bar: The terminal is receiving a weak signal and may not be able to process transactions and/or
print receipts.
0 bars: The terminal is not receiving any signal and CANNOT process transactions.
There are 2 variations of the Moneris Core® Move/5000 terminal: one variation supports dual communication
(both 4G cellular and Wi-Fi®), the other supports Wi-Fi communication only.
Terminals with dual communication -- both 4G and Wi-Fi
The terminal uses long-range cellular communication (4G or 3G) to send and receive information to and from
the Moneris host. The terminal communicates via 4G by default for faster communication, and uses 3G as a
fallback where 4G is not available. If you set up a Wi-Fi network, the terminal will switch to Wi-Fi when the
Wi-Fi signal is stronger. To setup a Wi-Fi network, refer to Setting up your terminal on page 3.
Terminals with Wi-Fi communication only
You must set up a connection to your local Wi-Fi network in order to communicate with Moneris. Refer to
Setting up your terminal on page 3. You may disregard any references to 4G in this guide.
Network status indicator
To test 4G/3G wireless communication:
1. While the terminal is powered on, confirm that the 4G/3G status icons listed above are displayed.
2. Confirm that there is sufficient signal strength (see the Signal strength indicator table below).
Signal strength indicator
Moneris Core® Move/5000: Using Your Terminal 11
Battery use
Terminal connected to external power source
The "lightning bolt" portion of the battery icon appears when the
terminal is connected to an external power source.
Battery charge level
The coloured bars blink (one level at a time) when the battery is charging.
100%
charge
or less
75%
charge
or less
50%
charge
or less
25%
charge
or less
0%
charge
To maintain battery charge, use any method below:
Direct-to-terminal charge cable: Connect this cable to the power port on the side of the terminal and plug
the other end into a working power outlet.
Charge base: Dock the terminal on the optional charging base.
If needed, refer to the Move/5000 Setting up Your Hardware guide at moneris.com/support-move5000.
Helpful hints
Check the battery charge level (see icons below) before use.
Power off the terminal when not in use or being charged.
Battery status indicators
The battery icon displays in the status bar. The icon reflects the battery charge status/charge level.
25% charge or less: Recharge the battery as soon as possible. The terminal may power off. Data will not be lost if
this happens.
0% charge: The terminal will power off unless connected to a power source. Data will not be lost if the
terminal powers off.
Stand-by mode
The terminal goes to the idle screen when it has not been used for a set time period. To exit this screen, press
any key and respond to any security prompts that appear, for example, “Enter your clerk ID”.
Power on
To power on the terminal, press and hold the green key until the screen illuminates.
Moneris Core® Move/5000: Using Your Terminal 12
Power off
1. Ensure that the terminal is not connected to a power source.
2. Go to the Main Menu using one of these methods:
Tap the Main Menu icon on the screen (if it is available).
Press the Menu key on the keypad.
1. On the Main Menu, tap Power Off.
The “This will power off this terminal.” message appears.
2. Tap OK or press the green key.
The terminal powers off.
Note: It is also possible to power off the terminal using a keypad combination. Press and hold down the
punctuation key, then press the yellow key. The terminal will power off.
Moneris Core® Move/5000: Using Your Terminal 13
Card entry options
1. The screen displays “Tap, insert, or swipe”.
2. The customer inserts the card into the terminal’s chip reader.
Note: Unless the device prompts otherwise, do not swipe a chip card
even if the card has a magnetic stripe.
3. The customer may be prompted to key in a PIN.
4. The chip card must remain inserted until the screen displays “Please
remove your card”.
1. The screen displays “Tap, insert, or swipe”.
2. The customer taps their card over the embedded contactless
reader which is located behind the display screen.
Note: The card must be tapped or waved by itself (the
customer cannot leave the card in their wallet and wave it over
the contactless reader).
Note: If the customer is using a mobile device, they may be
directed to enter a passcode on their smartphone or tablet.
3. Note the following:
Your merchant account must be configured for contactless functionality.
Only Purchases, Refunds, and Balance Inquiries can be processed using a contactless card.
The transaction amount must be equal to or less than the contactless transaction limit set for
the card. If the amount is greater than the contactless limit for the card, when the customer
taps their card, the terminal displays “Limit exceeded” followed by “Insert or swipe”. To
complete the transaction for the same amount, the customer inserts or swipes their card.
1. The screen displays “Tap, insert, or swipe”.
2. The customer swipes the card on the terminal’s magnetic stripe
reader.
Note: If the card has a chip, the card must be inserted into the
terminal’s chip reader.
Insert: Chip cards
Wave/Tap: Contactless cards
Swipe: Magnetic stripe cards
Moneris Core® Move/5000: Using Your Terminal 14
Transactions
Transaction guidelines
To process financial transactions, follow these general guidelines.
1. Make sure you are connected to Moneris. Look for the presence of the 4G/3G icons, and check the signal
strength indicator in the status bar at the top of the screen. If the 4G/3G symbol is not present, the terminal
will not be able to process the transaction. Also, if the signal strength is 2 bars or below, the transaction may
be processed slowly, or the terminal may not be able to process the transaction. Refer to the connection
error messages section on page 39.
2. Determine which transaction you want to process (for example, Purchase, Refund, Void, Pre-authorization,
Completion, among others).
3. Start the transaction on the terminal and follow the prompts. For instructions, refer to pages 17-22.
If prompted, pass the terminal to your customer so they can respond to the customer prompts (refer to
page 25).
If card entry is required to complete the transaction, the customer enters their card using tap, insert, or
swipe.
The merchant prompts and the customer prompts may vary depending on:
the transaction type (for example, Purchase or Refund)
the payment type (for example, credit or debit)
the method of card entry (for example, insert, swipe, or tap)
any features you have turned on (for example, tipping or cashback)
4. Process any printed receipts (refer to page 29).
Moneris Core® Move/5000: Using Your Terminal 15
Processing purchase transactions when your Internet connection is
Please note that Store and Forward is an optional feature which will allow you to process
transactions which are not authorized by the issuing bank at the time you submit the transaction
for acceptance by the bank. For that reason, SAF carries increased risks and if you enable the
feature you will be agreeing to assume these risks, including that you may not receive settlement
funds for some of these transactions because the cards may not have sufficient funds available,
the cards may be blocked, stolen or fraudulently used, the stored transactions data on the
terminals may be lost or damaged, you may exceed the capacity of the terminals to store
transactions, etc. Additionally, many safety features cannot be used for such transactions and this
increases the risk of chargebacks with limited or no remedies available for the merchant, even if
chip and PIN are used. You should only use store and forward if you are prepared to assume these
risks and you are allowed to do so by the Card Brand Rules and Regulations. It is your responsibility
to monitor how your terminals are used and you are fully liable for all transactions processed using
store and forward.
down
If your Internet connection is down, you can still process some credit card purchase transactions on your
terminal using an optional feature called Store and Forward (SAF). Store and Forward processing allows you to
continue to accept purchase transactions even when the terminal is unable to connect to the Moneris host. SAF
purchases are stored securely on the terminal and are automatically forwarded to Moneris once the host
connection is available.
To request Store and Forward, contact Moneris in order to understand the risks and restrictions around this
feature. Carefully review the statement below before requesting and using SAF.
Notification before performing a SAF purchase transaction
The steps for performing a SAF purchase are the same as a regular credit purchase, with two additional steps.
The terminal will prompt you before performing a SAF transaction. At the prompt, you can cancel the
transaction or proceed. Before deciding to proceed with performing the SAF transaction, Moneris advises you to
exercise caution in considering the customer’s credit card, the customer’s behavior, and the transaction amount,
among other factors in order to identify and minimize potential fraud. If you decide to proceed, you must enter
your user ID and passcode each time you perform a SAF purchase.
To view the terminal prompt associated with the SAF feature, go to Merchant prompts (“Your terminal is
currently offline! You can…”) on page 23.
Moneris Core® Move/5000: Using Your Terminal 16
Purchase - debit/credit
Follow these steps to process a Purchase transaction when the customer pays with a debit or credit card.
1. Start at the Purchase - Enter amount screen. This is the terminal's default screen.
Respond to any security prompts (refer to page 9) that appear.
If your terminal is at a different screen, go to the Main menu, tap Transactions, then tap Purchase.
2. Key in the amount of the purchase and tap OK.
Respond to any merchant prompts (refer to page 23) that appear. The terminal may ask for an invoice
number and other information.
3. When prompted, pass the terminal to your customer so they can respond to the customer prompts.
If tip entry is turned on, the customer enters a tip (or no tip).
The “Tap, insert or swipe” prompt appears, showing the final total and the cards you accept.
4. The customer enters their card on the terminal. Depending on the type of card, they can tap, insert, or
swipe it.
The customer responds to any additional customer prompts, including prompts related to cashback,
foreign exchange, and PIN entry among others (refer to page 25).
The “Processing your request” message appears.
5. Once the transaction is approved, the “How would you like your receipt?” prompt appears, showing the
customer the available options for receiving a receipt: 1 Email, 2 Text, 3 Print, and 4 None.
Note: You can choose which receipt options customers will see (refer to Receipt Settings in the Move/5000
Setting up Your Software guide at moneris.com/support-move5000.)
6. The customer selects a receipt format (or no receipt) by tapping one of the options on screen or by pressing
the corresponding number on the keypad.
The “Transaction Complete/Please pass terminal back to clerk” prompt appears.
7. The customer passes the terminal back to you. Press the green key to continue, if needed.
8. When “Transaction Approved” appears, tap OK.
9. Process any printed receipts (refer to page 29).
Note: A customer signature is always required for UnionPay® transactions, so the merchant copy of the receipt
is always printed. Ask the customer to sign the merchant copy of the receipt.
Partially approved Purchase
A Partial Approval of a purchase transaction occurs when the customer pays for a purchase with a pre-paid
credit card but the value on the pre-paid card is less than the purchase amount.
Pre-paid cards include:
A credit card (such as Visa® or Mastercard®) loaded with a specific value.
A gift card from a specific store.
When presented with a pre-paid card:
Moneris Core® Move/5000: Using Your Terminal 17
1. Follow the Purchase transaction (refer to page 17).
IMPORTANT! Process any pre-paid cards first -- the customer may have more than one.
2. The terminal approves the partial amount tendered on the pre-paid card, then displays to the customer and
to the merchant the amount still owing. For example:
Amount approved $10.00
Amount due $20.50
3. Tap OK to accept the partial approval.
The amount due can be paid by another tender type, e.g. another pre-paid card, a credit card, a debit card,
or cash.
4. Follow the merchant prompts on screen for each tender type offered by the customer until the full purchase
amount is paid.
5. Process any printed receipts (refer to page 29).
Balance inquiry on pre-paid credit cards
Use the Balance Inquiry procedure to allow customers to check the balance on a pre-paid credit card.
1. From the Main menu, tap Transactions, then tap Balance Inquiry.
2. As prompted on screen, pass the terminal to your customer so they can respond to the customer prompts.
The “Tap, insert or swipe” screen appears.
3. The customer enters their card on the terminal. Depending on the type of card, they can tap, insert, or swipe
as described in Card entry options on page 14).
4. The customer responds to any customer prompts, such as PIN entry.
The terminal displays the card balance on the screen.
5. The customer views the balance on screen.
To print the balance, the customer taps Print or presses 1 on the keypad.
Note: Respect the customer's privacy. Do not look at the balance, whether printed or on screen. The
terminal prints only one copy of the receipt, the customer copy.
6. After viewing or printing the balance, the customer taps OK to end the balance inquiry.
7. The screen prompts the customer to return the terminal to you.
The customer passes the terminal to you.
8. Tap OK to continue.
Moneris Core® Move/5000: Using Your Terminal 18
Refund - debit/credit
A refund credits a customer's account. You can refund the whole amount of a purchase transaction or a portion
of the amount.
1. From the Main menu, tap Transactions, then tap Refund.
Respond to any security prompts (refer to page 9) that appear.
The Refund screen appears.
2. Key in the amount of the refund and tap OK.
Respond to any merchant prompts (refer to page 24) that appear. The terminal may ask for an invoice
number and other information.
The terminal prompts you to “Enter the authorization number of the transaction that is to be refunded”.
3. Key in the 6-digit authorization number found on the Purchase receipt, and tap OK. See the original receipt
example on page 31.
If you do not have the receipt or the authorization number, simply tap OK to continue without entering
a value.
4. Pass the terminal to your customer so they can respond to the customer prompts.
The “Tap, insert or swipe” prompt appears, showing the total refund and the cards you accept.
5. The customer enters their card on the terminal. Depending on the type of card, they can tap, insert, or
swipe it.
The customer responds to any customer prompts (refer to page 27).
The “Processing your request” message appears.
6. Once the transaction is approved, the “How would you like your receipt?” prompt appears, showing the
customer the available options for receiving a receipt: 1 Email, 2 Text, 3 Print, and 4 None.
7. The customer selects a receipt format (or no receipt) by tapping one of the options on screen or by pressing
the corresponding number on the keypad.
The “Transaction Complete/Please pass terminal back to clerk” prompt appears.
8. The customer passes the terminal back to you. Press the green key to continue, if needed.
9. When “Transaction Approved” appears, tap OK.
10. Process any printed receipts (refer to page 29).
Note: A customer signature is always required for UnionPay transactions; therefore the merchant copy of
the receipt is always printed. Ask the customer to sign the merchant copy of the receipt.
Moneris Core® Move/5000: Using Your Terminal 19
Void
Void last transaction
Search for transaction to void
a. Tap Void last transaction.
The terminal displays the last
completed transaction that
can be voided.
a. Tap Search for transaction to void.
b. When prompted, enter the sequence number of the
transaction you want to void. To locate the sequence
number, refer to the receipt sample on page 31.
The terminal searches the current batch and displays the
transaction(s) that match the sequence number you
entered.
b. Tap OK to void the
transaction.
To cancel the Void operation,
tap Cancel.
c. Tap the appropriate transaction on the screen to proceed
with voiding it. If there is only one transaction, simply tap
OK.
To enter a different sequence number, tap Back.
To cancel the Void operation and return to the Purchase -
Enter amount screen, tap Cancel.
Perform a void when a transaction has been entered incorrectly and needs to be cancelled and re-done.
The whole transaction will be voided -- you cannot perform a partial void.
Only transactions in the current batch can be voided. For example, if the purchase transaction that you
want to void is in a batch that is already closed, perform a refund instead.
To void a pre-authorization, perform a completion for $0 (refer to page 22).
1. From the Main menu, tap Transactions, then tap Void.
Respond to any security prompts (refer to page 9) that appear.
The Void menu appears.
2. Follow the instructions in one of the columns in the table below.
3. When prompted, pass the terminal to your customer so they can respond to the customer prompts.
The “Insert or swipe” prompt appears, showing the total void amount and the cards you accept.
4. The customer enters their card on the terminal.
The customer responds to any customer prompts (refer to page 27).
The “Processing your request” message appears.
5. Once the transaction is approved, the “How would you like your receipt?” prompt appears, showing the
customer the available options for receiving a receipt: 1 Email, 2 Text, 3 Print, and 4 None.
6. The customer selects a receipt format (or no receipt) by tapping one of the options on screen or by pressing
the corresponding number on the keypad.
The “Transaction Complete/Please pass terminal back to clerk” prompt appears.
7. The customer passes the terminal back to you. Press the green key to continue, if needed.
8. Process any printed receipts (refer to page 29).
Moneris Core® Move/5000: Using Your Terminal 20
Pre-authorization
Perform a pre-authorization to hold funds on a credit card until the goods or services are delivered and the final
purchase amount is known (for example, car rental or hotel stay).
1. From the Main menu, tap Transactions, then Pre-Authorized Transactions, then Pre-authorization.
Respond to any security prompts (refer to page 9) that appear.
2. Key in the amount you want to pre-authorize and tap OK.
Respond to any merchant prompts (refer to page 23) that appear. The terminal may ask for an invoice
number and other information.
3. Pass the terminal to your customer so they can respond to the customer prompts.
4. At the “Insert or swipe” prompt, the customer visually confirms the pre-authorization amount.
5. The customer enters their card on the terminal. Depending on the type of card, they can insert or swipe it.
Note: Tapping the card is not allowed for pre-authorization.
The customer responds to any additional customer prompts, including prompts related to foreign
exchange and PIN entry among other scenarios (refer to page 25).
The “Processing your request” message appears.
6. Once the transaction is approved, the “How would you like your receipt?” prompt appears, showing the
customer the options for receiving a receipt: 1 Email, 2 Text, 3 Print, and 4 None.
7. The customer selects a receipt format (or no receipt) by tapping one of the options on screen or by pressing
the corresponding number on the keypad.
The “Transaction Complete/Please pass terminal back to clerk” prompt appears.
8. The customer passes the terminal back to you. Press the green key to continue, if needed.
9. When “Transaction Approved” appears, tap OK.
10. Process any printed receipts (refer to page 29).
Note: A customer signature is always required for UnionPay transactions; therefore the merchant copy of
the receipt is always printed. Ask the customer to sign the merchant copy of the receipt.
If the customer swiped their card, obtain the customer signature on the merchant copy of the receipt, then tap
OK as indicated on screen.
Moneris Core® Move/5000: Using Your Terminal 21
Completion
Perform this transaction to:
complete a pre-authorization when the goods or services have been delivered and the final purchase
amount is known (for example, at the end of a hotel stay, or when a rental car is returned);
cancel a pre-authorization that is no longer needed.
1. From the Main menu, tap Transactions, then Pre-Authorized Transactions, then Completion.
Respond to any security prompts (refer to page 9) that appear.
The terminal prompts you to “Please enter the sequence number of the pre-authorized transaction you
would like to complete”.
2. Enter the 6-digit sequence number from the receipt of the pre-authorization transaction (refer to page 31),
then tap OK.
The terminal displays any matching transactions.
3. Tap the pre-authorization transaction you wish to complete or cancel. If only one pre-authorization was
found, go directly to step 4.
If there are no matching transactions:
Tap Back to re-enter the sequence number; or
Tap Cancel to cancel the completion process.
4. The terminal prompts you to “Please enter the completion amount”.
5. Do one of the following:
To complete the pre-authorization, enter the final purchase amount and tap OK.
To cancel the pre-authorization and release the pre-authorized funds, enter a single zero then tap OK.
The “Processing your request” message appears.
6. When “Transaction Approved” appears, tap OK.
7. Process any printed receipts (refer to page 29).
Moneris Core® Move/5000: Using Your Terminal 22
Merchant prompts
Merchant prompt
Merchant action
Your terminal is
currently offline!
You can cancel this
transaction or press
OK to proceed and we
will store the details
and send the
transaction once the
terminal is online
This prompt appears if your account is set up for store and forward (SAF)
processing and if your terminal is unable to connect to the Moneris host. For
more information, go to Processing transactions when your Internet
connection is down on page 16.
Tap Cancel to cancel the transaction. You will need to re-establish a
connection to Moneris in order to process transactions. Go to “Cannot
connect to host” in the Troubleshooting section on page 39.
Tap OK to proceed with SAF processing. If the transaction is eligible for
SAF, the terminal will store it and then send it to Moneris once the
connection is restored.
Please enter invoice
number, if applicable.
This prompt appears if your terminal is set up to ask for an invoice number.
To enter a numeric invoice number, use the number keys on the
terminal's keypad.
To enter an alphanumeric invoice number, tap the invoice number field. A
virtual keyboard appears. Use the virtual keyboard to enter the number
and letters, then tap the Enter icon.
To bypass the invoice prompt, simply tap OK without entering a value.
Please pass the
terminal to your
customer
Pass the terminal to your customer so they can respond to the customer
prompts.
Amount due $NN.NN
Tender type?
This screen appears during a partial approval transaction where the customer
used a pre-paid card to pay for a portion of the total amount. The terminal
prompts you to ask the customer for their next form of payment to complete
the purchase.
If the customer offers another card, tap Cards.
If the customer offers cash, tap Cash.
If the customer is unable to pay, tap Cancel to cancel the transaction.
Please pass terminal
back to the clerk
You may see this prompt when the customer passes the terminal back to you.
Press the green key to continue.
For security related screens, including clerk ID, refer to Security prompts on page 9.
Purchase and pre-authorization
This table shows, in order of appearance, the merchant prompts that you would see on the terminal during a
financial transaction if the applicable feature is enabled. Only some of the prompts will appear for any single
transaction.
Moneris Core® Move/5000: Using Your Terminal 23
Refund
Merchant prompt
Merchant action
Please enter invoice
number, if applicable.
This prompt appears if your terminal is set up to ask for an invoice number.
To enter a numeric invoice number, use the number keys on the
terminal's keypad.
To enter an alphanumeric invoice number, tap the invoice number field. A
virtual keyboard appears. Use the virtual keyboard to enter the number
and letters, then tap the Enter icon.
To bypass the invoice prompt, simply tap OK without entering a value.
Enter the
authorization number
of the transaction
that is to be refunded
Enter the authorization number of the transaction you want to void.
To locate the authorization number, refer to the original receipt sample (refer
to page 31).
Please pass the
terminal to your
customer
Pass the terminal to the customer. The customer will respond to the
customer prompts then pass the terminal back to you.
Merchant prompt
Merchant action
Enter the sequence
number of the
transaction that is to
be voided
This screen appears if you selected Search for transaction to void from the
Void menu.
Enter the sequence number of the transaction you want to void.
To locate the sequence number, refer to the original receipt sample (refer to
page 31).
Please pass the
terminal to your
customer
Pass the terminal to the customer. The customer will respond to the
customer prompts then pass the terminal back to you.
Transaction Approved
Tap OK to print any receipts.
Void
Moneris Core® Move/5000: Using Your Terminal 24
Customer prompts
Customer prompt
Customer action
Would you like to leave
a tip?
This screen appears when the tip feature is turned on.
There are 4 possible tip options the customer can choose, depending on how
you have set up tip entry (refer to Tip Settings in the Move/5000 Setting up
Your Software guide at moneris.com/support-move5000).
Pre-set tip percentages. For example, 15%, 20%, 25%. Customer taps the
desired percentage.
No tip. Customer taps No Tip on screen or presses 1 on the keypad.
Tip as a specific dollar amount. The customer taps $ on screen or
presses 2 on the keypad, then enters the tip amount in dollars and cents.
Tip as a specific percentage amount. The customer taps % on screen or
presses 3 on the keypad, then enters the tip amount as a percentage.
Ready to pay?
Tap, insert or swipe
The customer taps, inserts, or swipes their card. The customer may also tap
their mobile device (a smartphone, for example) or other mobile format.
Which language would
you like to proceed in?
Dans quelle langue
souhaitez-vous
continuer?
This screen appears after the customer enters their credit or debit card on
the terminal.
The customer taps 1 English or 2 Français on screen, or presses the
corresponding number on the keypad.
The language they select will be used on screen for the rest of the customer
prompts and on the customer copy of the receipt.
If the language code on the card is not readable, or the language code is
neither English nor French, the terminal will display the customer prompts in
the same language as the merchant prompts.
Which application
would you like to use?
This screen appears for chip cards when more than one card is available on
the chip. Each card is considered an application.
a. The customer taps one of the applications from the list of available
applications.
The Confirm application screen appears with two options, No and OK.
b. The customer responds to the confirmation screen.
To proceed with the selected application, the customer taps OK.
To return to the list of applications, the customer taps No.
If the “Please pass the terminal to your customer” prompt appears, pass the terminal to your customer so they
can respond to their prompts.
This table shows, in order of appearance, the prompts that a customer would see on the terminal during a
financial transaction. The prompts will depend on the transaction being processed and on the features you have
enabled.
Purchase and Pre-authorization
Moneris Core® Move/5000: Using Your Terminal 25
Customer prompt
Customer action
Would you like
cashback?
This screen appears when the cashback feature is turned on and the
customer pays with a supported debit card or pre-paid credit card.
Note: For Visa and Mastercard, the card must be inserted into the
terminal.
There are 5 possible cashback options the customer can choose, depending
on how you have set up cashback.
Up to 3 pre-set cashback amounts. For example, $40, $60, $100. The
customer taps the desired cashback amount.
No cashback. The customer taps No Cashback on screen or presses 1 on
the keypad.
A different dollar amount. The customer taps $ on screen or presses 2
on the keypad, then enters the desired cashback amount in dollars then
taps OK. The dollar amount must in increments of $10.
There is a surcharge for
this transaction. Would
you like to proceed?
This screen appears when the customer uses an Interac debit card and you
have turned on surcharge fees on the terminal. The customer responds to
the two choices:
To accept the surcharge, the customer taps Yes.
To cancel the transaction, the customer taps No.
Which account would
you like to use?
This screen appears when the customer uses an Interac debit card.
The customer taps 1 Chequing or 2 Savings on screen, or presses the
corresponding number on the terminal keypad.
Which currency would
you like to pay in?
This screen appears when the Dynamic Currency Conversion (DCC) feature is
turned on and the customer swiped or inserted a foreign Visa or Mastercard
debit or credit card.
The screen displays the exchange rate and the fee for the DCC service, as
well as the purchase total in two currencies, Canadian dollars and the
currency of the card, for example:
1 $ N.NN CAD
2 £ N.NN GBP
The customer taps their preferred currency on screen, or presses the
corresponding number on the terminal keypad.
Please enter your PIN
This prompt appears if the customer inserts their card into the terminal's
chip reader.
The customer enters their PIN, then taps OK on screen. They can also key in
their PIN on the terminal's keypad and then press the green key.
Note: Please respect the cardholder’s privacy, and encourage them to
protect their PIN.
Moneris Core® Move/5000: Using Your Terminal 26
Customer prompt
Customer action
Processing your request.
Please do not remove
your card
This message appears when the terminal is processing the payment request.
The sentence "Please do not remove your card" appears only if the customer
inserted a chip card into the terminal.
Approved. Please
remove card
The transaction has been approved. The customer removes their chip card
from the card reader.
Amount Approved
$NN.NN
Amount due $NN.NN
This screen appears when the customer used a pre-paid card to pay for a
portion of the total amount.
To accept the partial approval, tap OK.
To cancel the transaction, tap Cancel.
How would you like
your receipt?
1 Email, 2 Text, 3 Print,
and 4 None
The customer selects a receipt format by tapping one of the options on
screen or by pressing the corresponding number on the keypad.
Payment approved
Moneris has approved the payment.
Please pass terminal
back to clerk
The customer passes the terminal back to you.
Press the green key to continue.
Refund
Customer prompt
Customer action
Refund total
$NN.NN
Tap, insert or swipe
The customer taps, inserts, or swipes their card. The customer may also tap
their mobile device (a smartphone, for example) or other mobile format.
For UnionPay cards, only swipe is allowed.
Which currency would
you like your refund in?
This screen appears when the Dynamic Currency Conversion feature is
turned on and the customer paid for the original purchase using a foreign
Visa or Mastercard debit or credit card.
The screen displays the refund total in two currencies, Canadian dollars and
the currency of the card, for example:
1 $ N.NN CAD
2 £ N.NN GBP
The customer taps their preferred currency on screen, or presses the
corresponding number on the terminal keypad.
Please enter your PIN
This prompt appears for Refunds only if the customer is using an Interac
debit card or a UnionPay debit card.
The customer enters their PIN, then taps OK on screen. They can also key in
their PIN on the terminal's keypad and then press the green key.
Note: Please respect the cardholder’s privacy, and encourage them to
protect their PIN.
Moneris Core® Move/5000: Using Your Terminal 27
Customer prompt
Customer action
How would you like your
receipt?
1 Email, 2 Text, 3 Print,
and 4 None
The customer selects a receipt format by tapping one of the options on
screen or by pressing the corresponding number on the keypad.
Please pass the terminal
back to the clerk
The customer passes the terminal back to you.
Press the green key continue.
Void
Customer prompt
Customer action
Insert or swipe
The customer inserts or swipes their card. Tap is not allowed.
Which account would you
like to use?
The customer taps 1 Chequing or 2 Savings, or presses the corresponding
number keys on the keypad.
Please enter your PIN
The customer uses the keypad to enter their PIN, then presses the green
key.
Please pass terminal back
to clerk
The customer passes the terminal back to you.
Press the green key continue.
Moneris Core® Move/5000: Using Your Terminal 28
Receipts
Customer
option
Merchant action
1 Email
No action required.
Moneris does not store the customer's email address. This means the customer will have to
enter their email address each time they wish to receive a receipt by email.
2 Text
No action required.
Moneris does not store the customer's cell phone number. This means the customer will have
to enter their cell phone number each time they wish to receive a receipt by text.
3 Print
The customer copy of the receipt will print on the terminal, followed by a 3-second pause
which you can change. The pause allows you time to tear off the receipt before the merchant
copy begins printing.
Give the customer copy to the customer, but note:
If a merchant signature line is printed, sign this copy before giving it to the customer.
4 None
No action required.
Processing receipts from a transaction
Customer copy
The customer has up to 4 options for receiving a receipt: 1 Email, 2 Text, 3 Print, and 4 None, depending on how
you have set up the receipt options. For all receipt settings, refer to “Receipt settings” in the Move/5000 Setting
up Your Software guide at moneris.com/support-move5000.
Merchant copy
The merchant copy of the receipt prints after the cardholder copy. Always keep the merchant copy for your
records, but note:
If indicated on screen, ask the customer to sign your copy of the receipt, then tap OK.
Note: For UnionPay transactions, always obtain the customer's signature on the merchant copy of the
receipt.
You do not need to obtain a signature if any of these messages are printed:
VERIFIED BY PIN
NO SIGNATURE REQUIRED
Moneris Core® Move/5000: Using Your Terminal 29
Reprinting receipts
Reprint both customer and merchant receipt for the last transaction
1. From the Main menu, tap Reprint.
Respond to any security prompts (refer to page 9) that appear.
The Reprint menu appears.
2. Tap Reprint last receipt.
The terminal prints the customer copy of the receipt, then pauses (to allow you to tear off the customer
copy) before printing the merchant copy.
Reprint both customer and merchant receipt for a previous transaction
1. From the Main menu, tap Reprint.
Respond to any security prompts (refer to page 9) that appear.
The Reprint menu appears.
2. Tap Search for receipt to reprint.
The Reprint search screen appears.
3. Tap one or more of the three search fields and key in a value to search for a transaction:
sequence number;
last 4 digits of the card number;
transaction date.
4. After entering your search term(s), tap OK to continue.
The terminal displays all transactions that match your search criteria.
If the results extend past the screen, swipe up to see more.
To perform another search, tap Back.
To cancel the search and return to the idle screen, tap Cancel.
5. Tap the transaction for which you want to print the receipts.
The terminal prints the customer copy of the receipt, then pauses (to allow you to tear off the customer
copy) before printing the merchant copy.
Moneris Core® Move/5000: Using Your Terminal 30
Receipt examples
Item
Description
A
Transaction type. For example,
Purchase, Refund, Pre-authorization.
B
Card type and card number.
Examples of card type include Visa,
Mastercard, and American Express®.
The card number is masked — an
asterisk is printed in place of the card
number except for the last four
numbers.
C
Sequence number. Use this number
to process a Void or a Completion.
D
Authorization number. Use this
number to process a Refund.
E
Amount. This is the dollar amount of
the transaction.
F
Tip. This line appears if you have
tipping turned on.
G
Total. This is the total sale amount
including any tip.
These example receipts will help you to locate the authorization number (for refunds) or the sequence number
(for Void and Completion).
Original receipt
Moneris Core® Move/5000: Using Your Terminal 31
Partial approval receipt
Signing a credit card receipt
Card masking
When printed on receipts, all card numbers are masked except for the last 4 digits. Masking replaces a card’s
numbers with asterisks (e.g., ************1234). The expiry date is not printed on any copy of any
receipt. These measures help to prevent fraud.
Moneris Core® Move/5000: Using Your Terminal 32
Reports
There are many reports that can be viewed (and printed) on your terminal. These reports contain:
transaction details and transaction totals by various search criteria;
terminal settings and logs.
To view the Reports menu: From the Main menu, tap Reports, then Transactions or Settings.
Merchant Direct reporting
In addition to viewing reports on your Moneris terminal, you can also view reports online by logging into
Merchant Direct. (For enrolment instructions, refer to the Move/5000 Setting up Your Software guide at
moneris.com/support-move5000.) Merchant Direct allows you to view and download transaction reports by
batch, date, clerk ID, and device number. You can also view and download standard monthly merchant reports
and special reports. To login:
1. Go to moneris.com.
2. In the top, right area of the screen, click Login.
3. From the dropdown list, select Merchant Direct.
4. Enter your user ID and password.
Transaction reports
When card numbers are printed on reports, the card numbers are masked or truncated. Masking replaces a
card’s numbers with asterisks (e.g., ************1234). Truncation prints only the last 4 digits of a card (e.g.,
1234). The expiry date is not printed on reports. These measures help to prevent fraud.
Clerk totals report
Generate this report to see transaction totals for one or more individual clerks or for all clerks.
1. On the Main menu, tap Reports > Transaction Reports > Clerk Totals.
Respond to any security prompts (refer to page 9) that appear.
The terminal may display Processing your request, please wait while it connects to the Moneris host to
retrieve the list of clerks.
2. Select the clerks to be included in the report:
For one or more individual clerks, tap the associated toggle to include them; OR
For all clerks, tap the toggle for All Clerks. This will deselect the individual clerks.
3. Tap OK to generate the report.
4. The terminal displays the report on screen.
If the report extends past the screen, swipe up to see more.
To print the report, tap Print, or press 1 on the terminal keypad.
To view the report for a different clerk or set of clerks, tap Back.
To clear the screen and return to the Transactions Reports menu, tap OK.
Moneris Core® Move/5000: Using Your Terminal 33
Terminal totals report
Generate this report to see transaction totals for the current batch or for a specific date. The totals are broken
down by card brand with a grand total at the end.
Note: Transaction totals are cleared when your batch is closed. If you need the transaction totals report, be
sure to print it before batch close.
1. On the Main menu, tap Reports > Transaction Reports > Terminal Totals.
Respond to any security prompts (refer to page 9) that appear.
The Terminal Totals search screen appears.
2. Tap the Select Type field to display the drop-down list, then tap the type of search you wish to perform.
By date: Tap Date to see totals for a specific date.
To enter or change the date, tap the date field, key in a new date using the terminal keypad, then
tap OK.
By batch: Tap Entire Batch to see totals for the current batch.
3. Tap OK to generate the report.
4. The terminal displays the report on screen.
If the report extends past the screen, swipe up to see more.
If no totals or transactions are displayed, there were no transactions approved on the date specified or
the current batch may be empty.
To print the report, tap Print, or press 1 on the terminal keypad.
To change the type of search, tap Back.
To clear the screen and return to the Transaction Reports menu, tap OK.
Transaction Details report
Generate this report to see details for all transactions stored on the terminal in the current batch or all
transactions processed on a specific date.
This report also prints the transaction totals at the end of the transaction details. If you wish to see the totals
only, generate the Terminal Totals report (refer to page 34).
1. On the Main menu, tap Reports > Transaction Reports > Transaction Details.
Respond to any security prompts (refer to page 9) that appear.
The Transaction Details search screen appears.
Moneris Core® Move/5000: Using Your Terminal 34
2. Tap the Select Type field to display the drop-down list, then tap the type of search you wish to perform.
By date: Tap Date to see transaction details for a specific date.
To enter or change the date, tap the date field and key in a new date using the terminal keypad,
then tap OK.
By batch: Tap Entire Batch to see details for all the transactions in the current batch.
3. Tap OK to generate the report.
4. The terminal displays the report on screen.
If the report extends past the screen, swipe up to see more.
If no transactions are found, there were no transactions approved on the date specified or the current
batch may be empty.
To print the report, tap Print, or press 1 on the terminal keypad.
To change the type of search, tap Back.
To clear the screen and return to the Transaction Reports menu, tap OK.
Pre-Authorization report
Generate this report to view open pre-authorization transactions. These pre-authorizations have not yet been
completed or cancelled.
1. On the Main menu, tap Reports > Transaction Reports > Pre-Authorizations.
The terminal displays any open pre-authorizations found.
If the report extends past the screen, swipe up to see more.
To print, tap Print or press 1 on the terminal keypad.
To clear the screen and return to the Transactions Reports menu, tap OK.
Tip totals report
Generate this report to see tip totals in the current batch for a specific date or for the entire batch. You can
request tip totals for one or more individual clerks or for all clerks.
1. On the Main menu, tap Reports > Transaction Reports > Tip Totals.
Respond to any security prompts (refer to page 9) that appear.
The Tip Totals search screen appears.
2. Tap the Select Type field to display the drop-down list, then tap the type of search you wish to perform.
Tap Date to see tip totals for transactions processed on a specific date in the current batch.
To enter or change the date, tap the date field, key in a new date using the terminal keypad, and tap OK.
Tap Entire Batch to see tip totals for all transactions in the current batch.
Moneris Core® Move/5000: Using Your Terminal 35
3. Tap OK to continue.
The terminal displays the list of all clerks.
4. Select the clerks to be included in the report:
For one or more individual clerks, tap the associated toggle to include them; OR
For all clerks, tap the toggle for All Clerks.
5. Tap OK to generate the report.
The terminal displays the report on screen.
If the report extends past the screen, swipe up to see more.
To print the report, tap Print, or press 1 on the terminal keypad.
To view the report for a different clerk or set of clerks, tap Back.
To clear the screen and return to the “Transactions” reports menu, tap OK.
Settings reports
View or print these reports to identify the settings on your terminal.
Basic terminal report
Use this report to find out basic information about your terminal, including the terminal ID, merchant ID, and
the version of the software.
1. On the Main menu, tap Reports, Settings Reports, then Basic Terminal.
Respond to any security prompts (refer to page 9) that appear.
The terminal displays the Basic Terminal report.
2. View the report and print it if you wish.
To print, tap Print or press 1 on the keypad.
To clear the screen and go back to the Settings Reports menu, tap OK.
Enhanced report
Use this report to find out detailed information about your terminal settings.
1. On the Main menu, tap Reports, Settings Reports, then Enhanced Terminal.
Respond to any security prompts (refer to page 9) that appear.
The terminal displays the Terminal Configuration report.
2. View the report and print it if you wish.
To print, tap Print or press 1 on the keypad.
To clear the screen and go back to the Settings Reports menu, tap OK.
Moneris Core® Move/5000: Using Your Terminal 36
End of day process
Debit and credit transactions processed on your terminal are stored in a batch. In order for Moneris to transfer
the funds from those transactions into your business account, the batch must be closed. There are two ways to
close a batch: system close and merchant close.
System close
If your account is set up for system close, Moneris automatically closes your batch for you at the end of each
day. If you would like to verify your totals for the day, follow these instructions.
1. View the Host Totals report.
Note: The Host Totals report must be accessed before 11:00 p.m. local time, that is, before Moneris closes
your batch. You can also view (and download) the host totals report online starting at 7 a.m. the next day by
logging into the Merchant Direct web portal and selecting Daily Transaction Report Menu, then Daily Batch
Summary Report.
a. From the Main menu, tap End of Day, then Host Totals.
The terminal communicates with the Moneris Host to obtain the batch totals recorded on the host.
b. To print the report, tap Print or press 1 on the keypad.
c. Tap OK to return to the End of Day menu.
d. Compare the Moneris Host totals with your receipts or other business records. If you determine there
are discrepancies with the Host Totals report, continue with the steps below. Otherwise, no further
action is needed.
2. View the Transaction Details report to find the missing transaction(s).
a. On the End of Day menu, tap Transaction Details.
The Transaction Details search screen appears.
b. Tap Select Type, then Entire Batch, then tap OK.
The terminal displays the details of the last 500 transactions, together with transaction totals, as
recorded on the terminal.
c. For each missing transaction, locate the date, time, dollar amount, and the last 4 digits of the card
number.
3. Call Moneris Customer Care toll-free at 1-866-319-7450, now or the next business day, to obtain assistance
with reconciliation.
a. When listening to the options on the telephone menu, select “Financial Inquiry”. We will ask you for the
information gathered in step 2c. You can read it from the Transaction Details report screen.
b. After speaking to Moneris, if the terminal still displays the Transaction Details report, press the yellow
key twice to return to the End of Day menu.
Moneris Core® Move/5000: Using Your Terminal 37
Merchant close
If you do not wish to have your batch closed automatically each day, contact Moneris Customer Care toll-free at
1-866-319-7450 to discuss merchant close. If your account is set up for merchant close, you must verify
transaction totals and close the batch yourself using the terminal.
To find out more about merchant close, go to the Move/5000 Online Operating Manual available at
moneris.com/support-move5000.
Moneris Core® Move/5000: Using Your Terminal 38
Troubleshooting
Error message
Problem and solution
Cannot connect to host
The terminal cannot establish a connection to the Moneris host or cloud.
For a 4G connection, follow these steps:
1. Tap OK or press the green key to clear the error message.
2. Check the battery charge level and charge the battery if needed.
Refer to Battery use on page 12.
3. Confirm that your terminal is connected to a 4G/3G network by
checking for the presence of the 4G/3G icon in the status bar. See
Network status indicator on page 11 for instructions.
4. Check the signal strength (number of bars) of the connection. You
need at least 2 bars to communicate with Moneris. Refer to Signal
strength indicator on page 11.
5. Restart terminal. Refer to the Power off and Power on instructions on
pages 12-13.
For a Wi-Fi connection, follow these steps:
1. Tap OK or press the green key to clear the error message.
2. Check the battery charge level and charge the battery if needed.
Refer to Battery use on page 12.
3. Ensure that your Wi-Fi network is working. Contact your Internet
Service Provider or your network helpdesk as needed.
4. Check the Wi-Fi setup on your terminal. Ensure the terminal is
connected to the desired network using the correct configuration (for
example, static IP vs. dynamic IP, manual DNS vs. auto DNS). If
needed, refer to the Moneris Core® Move/5000 : Setting up Your
Software guide available at moneris.com/support-move5000.
5. Ensure that your terminal is within range of your wireless router or
other network equipment.
6. Restart your terminal. Refer to the “Power off” and “Power on”
instructions on pages 12 to 13.
Cannot connect to cloud
Go to error message “Cannot connect to host” above.
Error messages on the Move/5000 terminal
A message will appear on the screen if an error occurs. In the table below, find the error message that appears
on the terminal and try the solution. If the error message re-appears, contact Moneris Customer Care toll-free at
1-866-319-7450.
All error messages are listed in alphabetical order.
Moneris Core® Move/5000: Using Your Terminal 39
Error message
Problem and solution
No clerks configured
You attempted to generate a report organized by clerk ID, but the
terminal did not find any clerks to report on.
Tap Back to revise your search.
Tap Cancel to cancel the report.
To see if you have created any clerk IDs, refer to “Clerk settings” in
the Move/5000 Setting up Your Software guide at
moneris.com/support-move5000.
Please make sure your device is
connected to the Internet.
Go to error message “Cannot connect to host” above.
Sorry, we're unable to close
your batch. / Batch Close Fail
Please try again at another time.
This message appears if you tried to close your batch but the terminal
was unable to reach the Moneris host.
Try closing the batch later. If the error message re-appears, refer to error
message “Cannot connect to host” (see above).
Sorry, we're unable to
obtain your Clerk list.
Please try again at
another time.
This message appears if you requested a report organized by clerk ID but
the terminal was unable to reach the Moneris host to obtain the clerk
information.
Try generating the report later. If the error message re-appears, refer to
error message “Cannot connect to host” (see above).
Sorry, we're unable to
obtain your totals.
Please try again at
another time.
This message appears if you tried to close your batch or tried to generate
a totals report but the terminal was unable to reach the Moneris host.
Try closing the batch or generating the report later. If the error message
re-appears, refer to error message “Cannot connect to host” above.
Sync failed
Go to error message “Cannot connect to host” above.
There were no clerks found
based on your criteria.
Select another clerk ID or select all clerks to complete the operation.
We're unable to connect.
Go to error message “Cannot connect to host” above.
Moneris Core® Move/5000: Using Your Terminal 40
Equipment issues
Issue
Solution
Blank receipts and reports
The terminal appears to be
printing receipts and reports but
the paper is blank.
The paper roll is installed backward.
To re-install the paper roll, refer to “Install the paper roll” in the Moneris
Core® Move/5000 Setting up Your Hardware guide at
moneris.com/support-move5000.
Issue
Solution
Terminal does not allow you to
manually enter card numbers.
The option to manually key in the card number is not available for card
present (face-to-face) transactions. If tapping, inserting, and swiping the
card all fail, ask the customer for another card or other form of payment.
If the customer is not present at your business location (for example,
Internet orders, telephone orders), you can perform a card-not-present
transaction. To find out more, go to the Moneris Core® Move/5000
Online Operating Manual available at moneris.com/support-move5000.
If the terminal does not display an error message but is not functioning correctly, review this list of equipment
issues to find suggested solutions.
Issues are shown in alphabetical order.
Other issues
Moneris Core® Move/5000: Using Your Terminal 41
Merchant support
If you need assistance with your payment processing solution, we’re
here to help, 24/7.
We’re only one click away.
Visit moneris.com/support-move5000 to :
download additional copies of this guide and other resources
consult the Moneris Move/5000 Online Manual in WebHelp format to understand all the options on
your terminal and how to use them
Visit shop.moneris.com to purchase point-of-sale supplies and receipt paper
Visit insights.moneris.com for business and payment news, trends, customer success stories, and quarterly
reports & insights
Need us on-site? We’ll be there.
One call and a knowledgeable technician can be on the way. Count on minimal disruptions to your business as
our Field Services provide assistance with your payment terminals.
Can’t find what you are looking for?
Call Moneris Customer Care (available 24/7) toll-free at 1-866-319-7450. We’ll be happy to help.
You can also send us a secure message 24/7 by logging in to Merchant Direct® at
moneris.com/mymerchantdirect.
Moneris Core® Move/5000: Using Your Terminal 42
MONERIS, MONERIS BE PAYMENT READY & Design and MERCHANT DIRECT are registered trade-marks of Moneris Solutions Corporation. Mastercard is a
registered trademark, and the circles design is a trademark of Mastercard International Incorporated. INTERAC is a registered trade-mark of Interac Inc.
AMERICAN EXPRESS is a registered trade-mark of American Express Company. VISA is a trademark owned by Visa International Service Association and
used under license. All other marks or registered trade-marks are the property of their respective owners.
© 2019 Moneris Solutions Corporation, 3300 Bloor Street West, Toronto, Ontario, M8X 2X2. All Rights Reserved. This document shall not wholly or in part,
in any form or by any means, electronic, mechanical, including photocopying, be reproduced or transmitted without the authorized consent of Moneris
Solutions Corporation. This document is for informational purposes only. Neither Moneris Solutions Corporation nor any of its affiliates shall be liable for
any direct, indirect, incidental, consequential or punitive damages arising out of use of any of the information contained in this document. Neither Moneris
Solutions Corporation or any of its affiliates nor any of our or their respective licensors, licensees, service providers or suppliers warrant or make any
representation regarding the use or the results of the use of the information, content and materials contained in this document in terms of their
correctness, accuracy, reliability or otherwise.
Your gift card processing is governed by your agreement for gift card services with Moneris Solutions Corporation. Your loyalty card processing is governed
by your agreement for loyalty card services with Moneris Solutions Corporation. Your DCC processing is governed by your agreement for Dynamic Currency
Conversion services with Moneris Solutions Corporation. Your credit and/or debit card processing is governed by the terms and conditions of your
agreement(s) for merchant credit/debit card processing services with Moneris Solutions Corporation. It is your responsibility to ensure that proper card
processing procedures are followed at all times. Please refer to the Moneris Merchant Operating Manual (available at: moneris.com/support) and the
terms and conditions of your applicable agreement(s) for credit/debit processing or other services with Moneris Solutions Corporation for details.
Move/5000 4G + Wi-Fi EN (10/2019)
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