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Table of Contents
Troubleshooting
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Summary of Contents for Moneris DESK/5000
- Page 1 Moneris® Desk/5000 Reference Guide (10/18)
- Page 2 Need help? Web: moneris.com/support-desk5000 Toll-free: 1-866-319-7450 Record your Moneris merchant ID here: ____________________________________...
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Page 3: Table Of Contents
Receipt settings ........................... 16 Communication settings ........................17 Security settings ..........................19 Using Your Terminal ..................22 Moneris Desk/5000 ........................23 Terminal keys and hardware ....................... 24 On-screen buttons ..........................25 Navigating the terminal ........................25 Touch screen interaction ..........................25 Start up ................................ - Page 4 End-of-day process ........................52 System close ............................52 Merchant close (single terminal) ......................53 Troubleshooting ........................... 54 Error messages on the Desk/5000 terminal ..................54 Equipment issues ..........................55 Other issues ............................55 Merchant support ..................... 56 Moneris® Desk/5000 Reference Guide...
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Page 5: Setting Up Your Terminal
Setting up Your Terminal Setting up Your Terminal In this section, we go over everything you need to know to set up your Desk/5000. Moneris® Desk/5000 Reference Guide... -
Page 6: Before You Get Started
Before you get started 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-desk5000. 3. Go to Hardware setup on page 5. -
Page 7: Hardware Setup
Box port labelled ETH. 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). Moneris® Desk/5000 Reference Guide... -
Page 8: Connect The Two-Part Power Supply Cable
Failure to do so may affect the operability of, or cause damage to, the equipment. Remove the protective film (if applicable) If your Desk/5000 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® Desk/5000 Reference Guide... -
Page 9: Install The Paper Roll
DO NOT attempt to manually advance the paper by pulling it as this will damage the printer. 5. Your hardware setup is complete. Go to Software setup on page 8. Moneris® Desk/5000 Reference Guide... -
Page 10: Software Setup
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. -
Page 11: Securing Your Terminal
Note: If you already have a Desk/5000 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. -
Page 12: Editing Your Settings
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. -
Page 13: Choose What To Do Next
To change settings: From the Main menu (see page 27), tap Settings. For an overview of the terminal, refer to Moneris Desk/5000 (see page 23). If you are experiencing issues with setting up your terminal to communicate with Moneris, go to Communications troubleshooting (see page 12). Moneris® Desk/5000 Reference Guide... -
Page 14: Communications Troubleshooting
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® Desk/5000 Reference Guide... -
Page 15: Additional Settings
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. Moneris® Desk/5000 Reference Guide... -
Page 16: Multi-Terminal Settings
2. To change these settings, follow the instructions in the table. Menu option Instructions Multi-Terminal Tap the toggle to turn this setting on or off. Support When this setting is on, the next two fields appear. Moneris® Desk/5000 Reference Guide... -
Page 17: Clerk Settings
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 Tap this menu item to add a clerk ID. -
Page 18: Receipt Settings
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. Moneris® Desk/5000 Reference Guide... -
Page 19: Communication Settings
1. From the Main menu, tap Settings > Communication > Communication Setup Respond to any security prompts (see page 28) that appear. 2. Tap the IP Address Type field, and select Static IP or Dynamic IP. Moneris® Desk/5000 Reference Guide... - Page 20 If you changed one of the other fields, the screen returns to the Communication Settings menu. Go to the next step. 5. When “Settings Saved” appears, press the green key to clear the message 6. Press the red key to return to the Main menu. Moneris® Desk/5000 Reference Guide...
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Page 21: Security Settings
This passcode will have the ability to assign medium level or high level passcodes to other users. Change Passcode Tap each field and enter the required information: User ID Existing passcode New passcode If needed, review the passcode rules above. Moneris® Desk/5000 Reference Guide... - Page 22 3. In the New Passcode field, enter a new passcode, then tap Next. If needed, review the passcode rules on page 19. 4. Call Moneris to obtain an unlock code. We will ask you for the unlock token found at the top of the screen.
- Page 23 The screen returns to the Security Settings menu. 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® Desk/5000 Reference Guide...
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Page 24: Using Your Terminal
Using Your Terminal Using Your Terminal In this section, we go over everything you need to know to use your Desk/5000, including how to perform transactions and end-of-day processes. Moneris® Desk/5000 Reference Guide... -
Page 25: Moneris Desk/5000
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® Desk/5000 Reference Guide... -
Page 26: Terminal Keys And Hardware
Magnetic stripe reader Read card information when a card is swiped. Chip reader Read card information when a chip card is inserted. Display screen Displays information. Contactless reader (internal) Read card information when a card is tapped. Moneris® Desk/5000 Reference Guide... -
Page 27: On-Screen Buttons
Note: You can also press the green key on the terminal keypad to perform the same action. Go back to the previous screen/menu. To view the website address of the Moneris support page for your terminal. Help icon Navigating the terminal Touch screen interaction Your Moneris terminal features a color touch screen. -
Page 28: Start Up
Main menu screen 1 Main menu screen 2 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. Moneris® Desk/5000 Reference Guide... -
Page 29: Main Menu
Quick Setup 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 Software Update host. For more information, go to the Desk/5000 Operating Manual available online in WebHelp format at Moneris.com/support-desk5000. -
Page 30: Security Prompts
Key in your clerk ID, then tap OK. 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;... -
Page 31: Card Entry Options
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. Moneris® Desk/5000 Reference Guide... -
Page 32: Swipe: Magnetic Stripe Cards
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. Moneris® Desk/5000 Reference Guide... -
Page 33: Transactions
Transaction guidelines To process financial transactions, follow these general guidelines. 1. Make sure you are connected to Moneris. Look for LAN or the network connection icon in the notification area at the top of the screen. If the connection icon is red, refer to the connection error messages on page 54. -
Page 34: Partially Approved Purchase
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 (see page 44). Moneris® Desk/5000 Reference Guide... -
Page 35: Balance Inquiry On Pre-Paid Credit Cards
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. Moneris® Desk/5000 Reference Guide... - Page 36 10. Process any printed receipts (see page 44). 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® Desk/5000 Reference Guide...
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Page 37: Void
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 (see page 44). Moneris® Desk/5000 Reference Guide... -
Page 38: Pre-Authorization
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® Desk/5000 Reference Guide... -
Page 39: Completion
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 (see page 44). Moneris® Desk/5000 Reference Guide... -
Page 40: Merchant Prompts
If the customer is unable to pay, tap Cancel to cancel the transaction. Please pass terminal You may see this prompt when the customer passes the terminal back to you. back to the clerk Press the green key to continue. Moneris® Desk/5000 Reference Guide... -
Page 41: Refund
Please pass the Pass the terminal to the customer. The customer will respond to the terminal to your customer prompts then pass the terminal back to you. customer Transaction Approved Tap OK to print any receipts. Moneris® Desk/5000 Reference Guide... -
Page 42: Customer Prompts
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. Moneris® Desk/5000 Reference Guide... - Page 43 The sentence "Please do not remove your card" appears only if the customer your card inserted a chip card into the terminal. Approved. Please The transaction has been approved. The customer removes their chip card remove card from the card reader. Moneris® Desk/5000 Reference Guide...
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Page 44: Refund
1 Email, 2 Text, 3 Print, and 4 None Payment approved Moneris has approved the payment. Please pass terminal The customer passes the terminal back to you. back to clerk Press the green key to continue. -
Page 45: Void
Please enter your PIN The customer uses the keypad to enter their PIN, then presses the green key. Please pass terminal back The customer passes the terminal back to you. to clerk Press the green key continue. Moneris® Desk/5000 Reference Guide... -
Page 46: Receipts
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. -
Page 47: Reprinting Receipts
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® Desk/5000 Reference Guide... -
Page 48: Receipt Examples
Authorization number. Use this number to process a Refund. Amount. This is the dollar amount of the transaction. Tip. This line appears if you have tipping turned on. Total. This is the total sale amount including any tip. Moneris® Desk/5000 Reference Guide... -
Page 49: Partial Approval Receipt
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® Desk/5000 Reference Guide... -
Page 50: Reports
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. (Refer to page 10 for enrolment instructions.) Merchant Direct allows you to view and download transaction reports by batch, date, clerk ID, and device number. -
Page 51: Terminal Totals Report
Terminal Totals report (see page 49). 1. On the Main menu, tap Reports > Transaction Reports > Transaction Details. Respond to any security prompts (see page 28) that appear. The Transaction Details search screen appears. Moneris® Desk/5000 Reference Guide... -
Page 52: Pre-Authorization Report
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. Moneris® Desk/5000 Reference Guide... -
Page 53: Settings Reports
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® Desk/5000 Reference Guide... -
Page 54: End-Of-Day Process
System close If your account is set up for system close, Moneris automatically closes your batch for you at the end of each day. You must verify transaction totals on a daily basis. Here's how. -
Page 55: Merchant Close (Single Terminal)
Merchant close If you do not wish to have your batch closed automatically each day, contact Moneris Customer Care 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. -
Page 56: Troubleshooting
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 for assistance at 1-866-319-7450. -
Page 57: Equipment Issues
This message appears if you tried to close your batch or tried to generate obtain your totals. a totals report but the terminal was unable to reach the Moneris host. Please try again at Try closing the batch or generating the report later. If the error message another time. -
Page 58: Merchant Support
Merchant support Merchant support At Moneris, help is always here for you 24/7. Moneris® Desk/5000 Reference Guide... - Page 59 Visit moneris.com/support-desk5000 download additional copies of this guide and other resources; consult the Moneris Desk/5000 Operating 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.
- Page 60 Solutions Corporation. This manual is for informational purposes only. Neither Moneris 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 manual. Neither Moneris 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 manual in terms of their correctness, accuracy, reliability or otherwise.
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