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V400C
User Manual
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Moneris V400C User Manual

Moneris® V400c
Reference Guide
(Apr 2019)
Need help?
Web: moneris.com/support-v400c
Record your Moneris merchant ID here:
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Contents
Setting up Your Terminal ..............................................................................................3
Before you get started ................................................................................................................................ 4
Hardware setup.......................................................................................................................................... 5
Connect cables to the all-in-one cable ............................................................................................................... 5
Remove the protective film (if applicable) ......................................................................................................... 6
Install the paper roll ........................................................................................................................................... 7
Software setup ........................................................................................................................................... 8
Connection setup ............................................................................................................................................................ 8
Securing your terminal ................................................................................................................................................... 9
Editing your settings ....................................................................................................................................................... 9
Enroll in Merchant Direct® ........................................................................................................................................... 10
Choose what to do next ................................................................................................................................................ 10
Communications troubleshooting ............................................................................................................. 11
Error messages .................................................................................................................................................11
Additional settings ................................................................................................................................... 12
Language settings .............................................................................................................................................12
Tip settings........................................................................................................................................................12
Multi-terminal settings .....................................................................................................................................14
Clerk settings ....................................................................................................................................................14
Receipt settings ................................................................................................................................................15
Communication settings ...................................................................................................................................17
Security settings ...............................................................................................................................................19
Processing purchase transactions when your Internet connection is down ....................................................21
Using Your Terminal ................................................................................................... 22
Moneris V400c ......................................................................................................................................... 23
Terminal keys and hardware ............................................................................................................................24
On-screen buttons ............................................................................................................................................25
Navigating the terminal ....................................................................................................................................25
Touch screen interaction .............................................................................................................................................. 25
Start up ......................................................................................................................................................................... 26
Getting to the Main menu ............................................................................................................................................ 26
Main menu .......................................................................................................................................................27
Security prompts ..............................................................................................................................................28
Locking the screen ............................................................................................................................................28
Card entry options .................................................................................................................................... 29
Insert: Chip cards ..............................................................................................................................................29
Wave/Tap: Contactless cards ...........................................................................................................................29
Swipe: Magnetic stripe cards ...........................................................................................................................30
Transactions ............................................................................................................................................. 31
Moneris V400c Terminal: Reference Guide 1
Transaction guidelines ......................................................................................................................................31
Purchase - debit/credit .....................................................................................................................................31
Partially approved Purchase .............................................................................................................................32
Balance inquiry on pre-paid credit cards ..........................................................................................................33
Refund - debit/credit ........................................................................................................................................33
Void ...................................................................................................................................................................35
Pre-authorization ..............................................................................................................................................36
Completion .......................................................................................................................................................37
Merchant prompts ...........................................................................................................................................38
Purchase and pre-authorization ................................................................................................................................... 38
Refund .......................................................................................................................................................................... 39
Void ............................................................................................................................................................................... 39
Customer prompts ............................................................................................................................................40
Purchase and Pre-authorization ................................................................................................................................... 40
Refund .......................................................................................................................................................................... 42
Void ............................................................................................................................................................................... 43
Receipts ................................................................................................................................................... 44
Processing receipts from a transaction ............................................................................................................44
Customer copy .............................................................................................................................................................. 44
Merchant copy .............................................................................................................................................................. 44
Reprinting receipts ...........................................................................................................................................45
Reprint both customer and merchant receipt for the last transaction ........................................................................ 45
Reprint both customer and merchant receipt for a previous transaction ................................................................... 45
Receipt examples ..............................................................................................................................................46
Original receipt ............................................................................................................................................................. 46
Partial approval receipt ................................................................................................................................................ 47
Signing a credit card receipt ......................................................................................................................................... 47
Card masking ....................................................................................................................................................47
Reports .................................................................................................................................................... 48
Merchant Direct reporting ...............................................................................................................................48
Transaction reports ..........................................................................................................................................48
Clerk totals report ......................................................................................................................................................... 48
Terminal totals report ................................................................................................................................................... 49
Transaction Details report ............................................................................................................................................ 49
Pre-Authorization report .............................................................................................................................................. 50
Tip totals report ............................................................................................................................................................ 50
Settings reports ................................................................................................................................................51
Basic terminal report .................................................................................................................................................... 51
Enhanced report ........................................................................................................................................................... 51
End of day process .................................................................................................................................... 52
System close .....................................................................................................................................................52
Merchant close .................................................................................................................................................53
Troubleshooting ....................................................................................................................................... 54
Error messages on the V400c terminal ............................................................................................................54
Equipment issues ..............................................................................................................................................55
Other issues ......................................................................................................................................................55
Merchant support ....................................................................................................... 56
Moneris V400c Terminal: Reference Guide 2
In this section, we go over everything you need to know to set up your V400c terminal.

Setting up Your Terminal

Setting up Your Terminal
Moneris V400c Terminal: Reference Guide 3

Before you get started

V400c terminal
All-in-one cable (connected to terminal)
Power cable
Paper roll
Ethernet cable
1. Confirm you have received the required hardware.
2. Review the Moneris Ethernet Readiness Checklist to ensure that your Ethernet service is ready to support
your terminal. The checklist is available online at moneris.com/support-V400c
3. Go to Hardware setup on page 5.
Moneris V400c Terminal: Reference Guide 4

Hardware setup

1. Plug one end of the Ethernet cable into the
port on the multi-port box labelled with the
network symbol ( ).
2. Plug the other end of the Ethernet cable into
the router/switch/hub/internal wiring — whatever is applicable to the high-speed Internet service at your location. (If necessary, please refer to the Moneris Ethernet Readiness Checklist).

Connect cables to the all-in-one cable

The all-in-one cable is already connected to the terminal when Moneris ships it to you. These steps explain how to connect cables to the all-in-one cable.
Moneris V400c Terminal: Reference Guide 5
3. Plug the barrel connector of the power cable
into the port on the multi-port box labelled
with the power symbol ( ).
4. Plug the other end of the power cable into a power source. The terminal will power on.
Recommendations: Always plug the power cable into the power source last to avoid power surges. Use a power bar equipped with surge protection if possible. Do not use the power cable from your existing terminal, as it may damage your new terminal.
IMPORTANT! You must use the exact power adaptor and cables provided by Moneris to work with your terminal. Failure to do so may affect the operability of, or cause damage to, the equipment.

Remove the protective film (if applicable)

If your V400c terminal has a protective film covering the display screen, peel the film off.
Hint: Peel from the top right to the bottom left corner.
Moneris V400c Terminal: Reference Guide 6

Install the paper roll

1. Lift the printer latch up, and then pull back to open the
lid and expose the paper well.
2. Insert the paper roll into the paper well with the loose
end unrolling from the top of the roll toward the back of the terminal.
Note: If the paper is installed backward, your printouts will be blank.
3. Unroll enough paper to extend at least one inch (2.5
cm) over the top of the lid.
4. Close the lid, and press down to snap it back into place
so that the extended paper is pressed securely against the top of the closed lid.
Note: The paper should unroll back over the top and back of the terminal, not unroll over the faceplate.
5. Your hardware setup is complete. Go to Software setup on page 8.
Moneris V400c Terminal: Reference Guide 7

Software setup

To set up your terminal software quickly and start processing transactions, simply respond to the prompts on screen. If you need help, follow these step-by-step instructions.
1. At the “Welcome! Let’s get you payment ready” screen, tap OK.
The terminal displays the message “Please wait while your device syncs with Moneris”.
If the “Please make sure your device is connected to the Internet” message appears, the terminal is not
able to connect to the Internet. Make sure your terminal is connected to your network by Ethernet cable. If needed, refer to the Moneris Ethernet Readiness Checklist to make sure your terminal is ready for Internet communication.
2. Wait while the terminal connects to Moneris to obtain your account settings. If the “We're unable to connect” message appears, the terminal is unable to connect to Moneris. Refer
to Connection setup below.
3. The next step is to set up a high security user ID and password. Go to the Securing your terminal section on
page 9.

Connection setup

The terminal is unable to connect to Moneris and requires information about your network to establish the connection settings. If you are not sure how your network is set up, contact your network administrator.
Note: When entering IP addresses, use the terminal's keypad. To enter a period, press the punctuation key once.
1. Tap the Select IP Address Type field and select the type of IP addressing used by your network. If you selected Dynamic IP, the screen shows the Automatic DNS setting with the toggle set to ON. Go to
step 2.
If you selected Static IP, the screen shows the fields required for static IP. Go to step 3.
2. Review the Automatic DNS setting.
If your network uses automatic DNS, tap OK to accept the setting and continue. Go to step 4. If your network does not use automatic DNS, tap the toggle to change it to the OFF position, then tap
OK.
a. Tap the Primary DNS field and enter the IP address of your primary DNS server. b. Tap the Secondary DNS field and enter the IP address of your secondary DNS server. c. Tap OK at the bottom of the screen then go to step 4.
3. At the static IP setup screen, tap each field and enter the requested IP address, then tap OK.
Note: The automatic DNS toggle (set to off) is shown for information only and cannot be changed at this screen.
The terminal displays: “Please wait while your device syncs with Moneris”.
4. Go to the Securing your terminal section on the next page.
Moneris V400c Terminal: Reference Guide 8

Securing your terminal

Menu
Instructions
Tip
Use this screen to turn tip entry on or off. Once tipping is on, you can set the options that your customers will see when leaving a tip. Refer to Tip settings on page 12 for more information.
Multi-terminal
Use this screen to enable multi-terminal settings, in order to use multi-terminal batch close. Refer to Multi-terminal settings on page 14 for more information.
Clerks
Use this screen to turn clerk IDs on or off. Once clerk IDs are on, you can create new clerk IDs and display clerk IDs. Refer to Clerk settings page 14 for more information.
A high security user ID and passcode are required to protect the terminal. Use this user ID/passcode to perform protected transactions and to set up other users/clerks on the terminal.
Note: If you already have a V400c terminal, the user ID/passcode setup prompt will not appear. Moneris will download the high security user ID/passcode you created when setting up your first terminal.
1. At the “Let's secure this device” screen, tap the User ID field and enter a user ID consisting of 1 to 4 digits,
then tap OK.
2. Tap the Passcode field and enter a passcode consisting of 4 to 10 digits, then tap OK. You cannot use 3 or more consecutive numbers such as 1236, 65439, or 3 or more repeating numbers
such as 9996, 1113.
3. Tap the Personal Identifier field and enter a name, then tap OK.
This field is optional. It can be letters or numbers. It could be your name or employee number, or other descriptor such as Manager or Supervisor.
4. Tap OK at the bottom of the screen to accept the information you entered.
The “Congratulations, you're payment ready!” message appears.
5. Go to the Editing your settings section on page 9 to review the most common settings on your terminal to
ensure they match the needs of your business.

Editing your settings

The Quick Setup menu appears after you tap 1 Edit your Settings or you press 1 on the keypad.
1. Tap each menu item to view the settings. You can edit them, if needed.
Moneris V400c Terminal: Reference Guide 9
Menu
Instructions
Receipts
Use this receipt settings screen to:
enable the options for how a customer can receive their receipt (email, text, and
no receipt, in addition to printing which is always available)
enable or disable specific options for customer receipts (for example, enable print
and text only)
set the print delay (in seconds) between the customer and merchant copies being
printed
specify the number of merchant receipt copies set up or modify a header on your receipts set up or modify a footer on your receipts
Refer to Receipt settings on page 15 for more information.
2. When finished reviewing or editing your settings, tap Next.
The “Congratulations, you're payment ready!” message appears.
3. Tap OK.
4. Go to the Enroll in Merchant Direct section below.

Enroll in Merchant Direct®

Merchant Direct is the Moneris online tool for accessing all of your merchant reports, including end-of-day reports. To sign up for Merchant Direct, follow these steps.
Note: If you have already enrolled for Merchant Direct, you do not have to enroll again.
1. Go to moneris.com
2. In the top, right area of the screen, click Login and select Merchant Direct.
3. Click Online Enrolment.
4. Fill in the fields in the online form to complete your enrolment.
5. Proceed to Choose what to do next on the next page.

Choose what to do next

To process a Purchase transaction, refer to Purchase – debit/credit on page 31. To process another transaction: From the Main menu (refer to page 27), tap Transactions then select the
transaction you wish to perform.
To change settings: From the Main menu (refer to page 27), tap Settings. For an overview of the terminal, refer to Moneris V400c (refer to page 23). If you are experiencing issues with setting up your terminal to communicate with Moneris, go to
Communications troubleshooting (refer to page 11).
Moneris V400c Terminal: Reference Guide 10

Communications troubleshooting

Error messages

Click on each error message link to see troubleshooting solutions.
Please make sure your device is connected to the Internet. We're unable to connect. Cannot connect to cloud / host.
Moneris V400c Terminal: Reference Guide 11

Additional settings

Menu option
Instructions
Tip Support
Tap the toggle to turn this setting on or off.
Turn this setting on if you want your customers to be prompted to leave a tip.
Tip by Dollar
Tap the toggle to turn this setting on or off.
Turn this setting on if you want your customers to be able to enter a tip as a dollar amount.
Tip by Percent
Tap the toggle to turn this setting on or off.
Turn this setting on if you want your customers to be able to enter a tip as a percentage of the bill.
If you change a setting and save it, the terminal displays “Settings Saved” or a similar message. To clear the message, you have 3 options:
Tap it; Press the green key; or Simply wait for 3 seconds for the message to disappear.

Language settings

Use this screen to set the language of the terminal to English or French.
1. From the Main menu , tap Settings > Application > Language Respond to any security prompts (refer to page 28) that appear.
2. To change the language, tap the Language field, then tap English or French.
3. When you are finished, tap Save.
The screen returns to the Application Settings menu in case you wish to change other settings.
4. When “Settings Saved” appears, press the green key to clear the message.
5. Press the red key to return to the Main menu.

Tip settings

This screen allows you to:
turn tip entry on or off; choose which options your customers will see when entering a tip.
1. From the Main menu, tap Settings > Application (or Quick Setup) > Tip. Respond to any security prompts ((refer to page 28) that appear.
2. To change the settings, follow the instructions in the table.
Moneris V400c Terminal: Reference Guide 12
Menu option
Instructions
Tip Pre-set 1
Tap the toggle to turn this setting on or off.
Tap the pre-set value field and key in a percentage value (for example, 15).
Turn this setting on if you want your customers to be able to enter a tip as a pre­set percentage.
Tip Pre-set 2
Tap the toggle to turn this setting on or off.
Tap the pre-set value field and key in a percentage value (for example, 20). This value must be greater than Tip Pre-set 1.
Turn this setting on if you want your customers to be able to enter a tip as a pre­set percentage.
Tip Pre-set 3
Tap the toggle to turn this setting on or off.
Tap the pre-set value field and key in a percentage value (for example, 25). This value must be greater than Tip Pre-set 2.
Turn this setting on if you want your customers to be able to enter a tip as a pre­set percentage.
Tip Warning
Tap the toggle to turn this setting on or off.
Tap the pre-set value field and key in a percentage value (for example, 40). This value must be greater than Tip Pre-set 3.
Turn this setting on if you want your customers to see a notification on screen when they enter a tip as a large percentage of the purchase amount. It protects customers from data entry errors. The notification will allow customers to change the amount or to proceed.
3. When you are finished setting the tip options, tap Save.
The screen returns to the Application Settings menu (or the Quick Setup menu if you accessed it from there).
4. When “Settings Saved” appears, press the green key to clear the message.
5. Press the red key to return to the Main menu.
Moneris V400c Terminal: Reference Guide 13

Multi-terminal settings

Menu option
Instructions
Multi-Terminal Support
Tap the toggle to turn this setting on or off.
When this setting is on, the next two fields appear.
Single Terminal Support
When multi-terminal support is enabled, this setting allows you to close the batch or generate reports for just one terminal.
Tap the toggle to turn this setting on or off.
Terminal Name
To assign a name to the terminal, tap Terminal Name, enter a descriptive name (for example, Bar1), then tap OK.
This screen allows you to:
enable multi-terminal support, such as multi-terminal batch close and multi-terminal reports; assign a name to a terminal so that you can easily select it for multi-terminal operations.
1. From the Main menu, tap Settings > Application or Quick Setup > Multi-terminal. Respond to any security prompts (refer to page 28) that appear.
2. To change these settings, follow the instructions in the table.
3. When you are finished setting the multi-terminal options, tap Save.
The screen returns to the Application Settings menu (or the Quick Setup menu if you accessed it from there).
4. When “Settings Saved” appears, press the green key to clear the message.
5. Press the red key to return to the Main menu.

Clerk settings

Follow these steps to:
turn clerk IDs on or off create a new clerk ID manage clerk IDs
Turning on clerk IDs allows you to identify which clerk processed a transaction. You can then generate reports such as transaction totals by clerk and tip totals by clerk.
1. From the Main menu, tap Settings > Application or Quick Setup > Clerk Respond to any security prompts (refer to page 28) that appear.
Moneris V400c Terminal: Reference Guide 14
2. To change the settings, follow the instructions in the table.
Menu option
Instructions
Clerk IDs
Tap the toggle to turn this setting on or off.
Turn this setting on if you want the terminal to prompt for a clerk ID.
Display Clerk IDs
Tap the toggle to display the current list of clerk IDs.
The terminal connects to Moneris to retrieve the list of clerks.
Note: Your terminal must be connected to Moneris.
+ Add Clerk ID
a. Tap this menu item to add a clerk ID. b. Key in a new clerk ID (minimum 1 and maximum 6 characters, using any
combination of numbers and letters), then tap OK.
3. When you are finished setting the Clerk ID options, tap Save.
The screen returns to the Application Settings menu (or the Quick Setup menu if you accessed it from there).
4. When “Settings Saved” appears, press the green key to clear the message.
5. Press the red key to return to the Main menu.

Receipt settings

Follow these steps to:
enable the options for how a customer can receive their receipt (email, text, none, in addition to Print which
is always available). If Cardholder Choice is turned off, the receipt will be printed by default.
enable or disable specific options for customer receipts (for example, print and text only). set the print delay (in seconds) between the customer and merchant copies being printed. specify the number of merchant receipt copies. set up or modify a header on your receipts. set up or modify a footer on your receipts.
1. From the Main menu, tap Settings > Application or Quick Setup > Receipt Respond to any security prompts (refer to page 28) that appear.
Moneris V400c Terminal: Reference Guide 15
2. To change the settings, follow the instructions in the table below.
Menu option
Instructions
Cardholder Choice
Tap the toggle to turn this setting on or off.
Turn this feature on to give your customers a choice of how to receive their receipts.
The following options can be set only when Cardholder Choice is turned on. Tap the toggle beside each option to turn the option on or off.
Note: The option to print the receipt does not appear on the list since a printed receipt must always be available to the customer.
Email Receipt: Turn this option on if you wish to allow your
customers to receive their receipt by email.
Text Receipt: Turn this option on if you wish to allow your
customers to receive their receipt by text.
No Receipt: Turn this option on to allow your customers to choose
not to receive a receipt.
If you turn off these three options, the terminal will automatically print the customer receipt without prompting.
Print Delay
The print delay determines how long the terminal pauses between printing the customer receipt and printing the merchant receipt.
To change the default of 3 seconds, tap the Print Delay field, enter a new value (in seconds), then tap OK.
Number of Merchant Receipts
This setting determines how many copies of the merchant receipt are printed. To change the default, tap the field, select a new value, then tap OK.
Note: A merchant receipt is always printed for transactions that require a customer signature, even when Number of Merchant Receipts is set to zero.
Header Settings
The header settings allow you to print information at the top of your receipts, such as your website address or other social media contacts. You do not need to enter the name of your business or your address in the header. This information will be included automatically on your receipts.
Note: Information you enter in the header will only appear on the receipt when printed from the terminal. It will not appear on the receipt if it is sent by text or email to the customer.
To set up a header for your receipts, tap Header Settings, choose a language, tap each field you want to fill out, enter the text you wish, then tap OK.
Moneris V400c Terminal: Reference Guide 16
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