Verifone V400M4G User Manual

V400m Terminal & Base

Installation Guide

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Verifone Part Number DOC475-003-EN-A, Revision A.3

V400m Terminal & Base

Installation Guide

© 2017 Verifone, Inc.

All rights reserved. No part of the contents of this document may be reproduced or transmitted in any form without the written
permission of Verifone, Inc.

The information contained in this document is subject to change without notice. Although Verifone has attempted to ensure the
accuracy of the contents of this document, this document may include errors or omissions. The examples and sample programs are
for illustration only and may not be suited for your purpose. You should verify the applicability of any example or sample program
before placing the software into productive use. This document, including without limitation the examples and software programs, is
supplied “As-Is.”

Verifone and the Verifone logo are registered trademarks of Verifone. Other brand names or trademarks associated with Verifone’s
products and services are trademarks of Verifone, Inc.

All other brand names and trademarks appearing in this manual are the property of their respective holders.

Product Warranty

For product warranty information, visit http://www.verifone.com/terms.

Comments? Please e-mail all comments on this document to your local Verifone Support Team.

Verifone Inc.

1-800-Verifone

www.verifone.com

Verifone Part Number DOC475-003-EN-A, Revision A.3

CONTENTS

PREFACE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Audience. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Related Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Guide Conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Acronym Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

CHAPTER 1

Overview V400m . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Front Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Back Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

V400m Bases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

V400m Charging Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

V400m Full-Function Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Features and Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Exceptional Ease of Use and Ergonomics . . . . . . . . . . . . . . . . . . . . . . . . . . 12

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Critical Security Protection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

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CHAPTER 2

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Setup Selecting Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

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PIN Protection Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Unpacking Shipping Carton . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Installing MSAM, SIM, and Micro SD Cards. . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Loading Printer Paper. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Power Supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Cable Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Smart Card Reader . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Magnetic Stripe Card Reader. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Contactless Transactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Optional Accessories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Periodic Inspection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

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Environmental Factors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Electrical Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Contactless Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

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Accessing Card Compartments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Changing or Installing an MSAM Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Changing or Installing a SIM Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Changing or Installing a Micro SD Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Cable Connections Using the FF Base. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

FF Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Charging Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

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CHAPTER 3

Specifications V400m Terminal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Unit Power Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Temperature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

V400M TERMINAL & BASES INSTALLATION GUIDE 3

Humidity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

External Dimensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Weight. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Processor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Memory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

SD Memory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

SAM Card Reader. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

CTLS Reader . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Magnetic Card Reader . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Primary Smart Card . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Speaker. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Battery Pack . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Power Pack. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Integrated Printer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

V400m Bases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Unit Power Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Temperature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Humidity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

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Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

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Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

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CHAPTER 4

Troubleshooting

Guidelines

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CHAPTER 5

Service and Support Maintenance and Cleaning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

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Display Panel Does Not Work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Keypad Does Not Respond . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Transactions Fail To Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

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Service Returns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Accessories and Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Cables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Power Supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Cleaning Kit. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Caution and Warning Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

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4 V400M TERMINAL & BASES INSTALLATION GUIDE

PREFACE

This guide is the primary source of information for setting up and installing the
V400m and V400m

Bases.

Audience

Organization

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This guide provides simple descriptions of the product features and information for
installing and configuring V400m terminals and the V400m Charging and Full­Function Bases.

This guide is organized as follows:

Chapter 1, Overview. Provides an overview of V400m Terminal & Bases.

Chapter 2, Setup. Explains how to set up and install the V400m Terminal & Bases

and establish connections with other devices.

Chapter 3, Specifications. Discusses the power requirements and dimensions of

the V400m Terminal & Bases.

Chapter 4, Troubleshooting Guidelines. Provides troubleshooting tips.

Chapter 5, Service and Support. Provides information on contacting your Verifone

service provider, ordering accessories or documentation from Verifone, and
maintaining the V400m Terminal & Bases.

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Appendix A, Caution and Warning Messages. Shows the UL/cUL certification-

compliant translations of all Warning and Caution messages in this installation
guide.

Related

Documentation

To learn more about the V400m and V400m Bases, please refer to the following

documents and their associated Verifone Part Numbers (VPN):

V400m Plus 3G Certifications and Regulations DOC475-001-EN
V400m Quick Installation Guide DOC475-002-EN
V400m Reference Guide DOC475-004-EN
V400m B-Charging Quick Installation Guide DOC475-006-EN
V400m B-FF Quick Installation Guide DOC475-007-EN
V400m Base C and FF Certifications & Regulations Sheet DOC475-011-EN
V400m Plus 4G Certifications and Regulations DOC475-031-EN

V400M TERMINAL & BASES INSTALLATION GUIDE 5

PREFACE

NOTE

CAUTION

WARNING

Guide Conventions

Guide

Conventions

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Please refer to the following document conventions for quickly identifying special
formatting.

Table 1 describes these conventions and provides examples of their use.

Table 1 Document Conventions

Convention Meaning Example

Blue Text in blue indicates terms that

are cross-references.

Italics Italic typeface indicates book

titles or emphasis.

The pencil icon is used to
highlight important information.

The caution symbol indicates
hardware or software failure, or
loss of data.

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See Guide Conventions.

You must not use this unit

underwater.

RS-232-type devices do not work
on the V400m Terminal & Bases
communication port.

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The unit is not waterproof or
dustproof, and is intended for
indoor use only.

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The lightning symbol is used as a

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warning when bodily injury might
occur.

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Due to risk of shock do not use
the unit near water.

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Acronym Definitions

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Please refer to Table 2 for the acronyms used in this manual.

Table 2 Acronym Definitions

Acronym Definitions

3DES Triple Data Encryption Algorithm

AC Alternating Current

ANSI American National Standards Institute

cUL Underwriters' Laboratories of Canada

DC Direct Current

DUKPT Derived Unique Key Per Transaction Method as defined in the

VISA’s POS Equipment Requirement: PIN processing and Data
Authentication, International Version 1.0, August 1988

ECR Electronic Cash Register

EMV Europay, MasterCard, and Visa

HSPA High Speed Packet Access

ISO International Organization for Standardization

MRA Merchandise Return Authorization

MSAM Multiple Secure Access Module

LAN Local Area Network

LCD Liquid Crystal Display

LED Light-Emitting Diode

6 V400M TERMINAL & BASES INSTALLATION GUIDE

Table 2 Acronym Definitions (continued)

Acronym Definitions

LTE Long-Term Evolution

PED PIN Entry Device

PIN Personal Identification Number

POS Point-of-Sale

RS-232 Recommend Standard number 232

SAM Secure Access Module

SD Secure Digital

UL Underwriters Laboratories

USB Universal Serial Bus

VPN Verifone Part Number

PREFACE

Guide Conventions

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V400

PREFACE

Guide Conventions

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8 V400M TERMINAL & BASES INSTALLATION GUIDE

Overview

TOUCHSCREEN DISPLAY

AND CTLS AREA

SECURE KEYPAD

SMART CARD

READER

CANCEL KEY

MAGNETIC
STRIP
READER

BACKSPACE KEY

ENTER KEY

THERMAL PRINTER

CHAPTER 1

This chapter describes the features of the V400m and the V400m Bases.

V400m

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The V400m is Verifone’s next generation integrated retail PINpad device. Its
touchscreen functionality and sophisticated design is perfect for high-end retail
establishments.

The V400m is a consumer-facing handheld device. The product’s design is
equally appealing as a handheld PINpad and robust enough to look and function
appropriately in a fixed mount setting.

The V400m can utilize over-the-air connectivity, facilitating mobile telephony
technology for sending and receiving data, using existing operator-provided 3G or
4G infrastructure:

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• V400m Plus 3G - provides third-generation High Speed Packet Access

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(HSPA) connectivity.

• V400m Plus 4G - provides fourth-generation Long Term Evolution (LTE)

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This guide provides an introduction and basic setup procedures for both 3G and
4G terminals, and will indicate where instructions vary for different models.

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connectivity.

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Figure 1 V400m Front

V400M TERMINAL & BASES INSTALLATION GUIDE 9

OVERVIEW

1

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MICRO SD SLOT

SIM

SLOTS

MSAM SLOTS

POWER PORT

USB PORT

SPEAKER

CHARGING

STAND

PORT

V400m

Front Functions

Back Functions

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The V400m includes the following features:

• Capacitive touch LCD display and CTLS tap area

• Smart card reader

• Magnetic card reader

• Integrated thermal printer

• Secure keypad supporting 4x4 matrix containing 0-9, *, #, Cancel, Backspace/

Clear, and Enter keys.

• Dual-function Backspace/Clear key.

• Customer-entry for Cancel and Enter keys.

After removing the rear cover and battery, the underside of the V400m Plus 3G
shows the following:

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Figure 2 V400m Underside

• A Micro SD slot

• Dual MSAM slots to support stored-value card programs or other merchant

card requirements

• Dual SIM Card compartments

10 V400M TERMINAL & BASES INSTALLATION GUIDE

OVERVIEW

TERMINAL CHARGING POINTS

EXTERNAL POWER PORT

TERMINAL CHARGING POINTS

EXTERNAL

BLUETOOTH

BUTTON

POWER PORT

TELEPHONE PORT

USB HOST PORT

USB DEVICE PORT

RS232 PORT ETHERNET

PORT

PAIRING

V400m Bases

V400m Bases

V400m Charging

Base

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The V400m Base provides a stable mounted platform for the V400m terminal. The
Base comes in two versions:

• V400m Charging Base

• V400m Full-Function Base

The Charging Base supports charging only with no communication functionality.
The Full-Function (FF) Base supports several connectivity options and provides
serial connection for peripherals (like ECR, check reader, barcode reader, etc.).
The USB host port is for maintenance purposes and supports a USB flash drive.

The Charging Base accommodates and supplies power to the V400m Plus 3G
and V400m Plus 4G portable terminals.

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V400m Full-

Function Base

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Figure 3 V400m Charging Base, Front and Rear

The FF Base supports any failover communication via dial up and Ethernet
connections for V400m Plus 3G and V400m Plus 4G units. The failover will be
supported in all network interfaces available in a terminal.

Figure 4 V400m FF Base, Front and Rear

V400

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OVERVIEW

Features and Benefits

The FF Base supports a minimum of seven simultaneous terminal connections via
Bluetooth (BT) as well as the following:

• 10/100M Ethernet

• 56K modem

• WiFi

• Wireless 3G (HSPA) and 4G (LTE)

• USB host

• USB device

Features and

Benefits

Exceptional Ease of

Use and

Ergonomics

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The V400m terminal and Bases provide the following functionality:

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• Touch screen enables easy menu control and signature capture.

• Battery-powered for mobility and portable operation.

• Integrated thermal printer for fast transaction processing.

• Large, hard-rubber keys provide improved tactile feedback.

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• 3.5” capacitive touch screen display.

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• 3G capability (for V400m Plus 3G only).

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• 4G functionality (for V400m Plus 4G only).

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• WiFi-, and Bluetooth-capable.

• Intuitive keypad interface simplify training and reduce support requests.

• Connects with most POS payment terminals, PCs, and ECRs.

• Supports payment transactions in a variety of payment environments.

• Rugged and reliable design absorbs hard knocks found at point-of-sale

counters.

• Sleek and stylish shape occupies minimal counter space.

• Bold, ergonomic design fits comfortably in the palm of a hand.

• Optional Charging or Full-Function Bases expand functionality while providing

a stable, battery-charging platform.

12 V400M TERMINAL & BASES INSTALLATION GUIDE

OVERVIEW

Features and Benefits

Critical Security

Protection

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• Offers a choice of Master/Session or DUKPT key-management methods to

protect PIN-based transactions.

• Offers secure, reliable PIN input for expanding range of PIN-based

transactions.

• PCI 5.x-compliant for secure solutions, meeting the PED standard.

• Meets ISO and ANSI standards for PIN encryption, key management, and

MAC.

• Key injection simplified and secured with Verifone’s SecureKit key loading

software.

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V400

OVERVIEW

Features and Benefits

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