Issues And Solutions; Frequently Asked Questions - Ingenico I7910 User Manual

Issues and Solutions

Frequently Asked Questions

I forgot my password. What should I do?
Call the Help Desk to obtain a master password that will allow you to:
•
Change your password back to one you know;
•
Unlock your terminal in the case it locked itself after you attempted to enter the wrong password.
See page 9 for the Help Desk telephone number.
Which cards does the terminal accept?
The card types depend on what is specified at the host for each merchant. The terminal can be
configured via host parameter download to accept all major brand credit cards and direct payment cards
(that is, debit cards).
Who do I call if the totals reported by the host do not match the ones I have?
Call the Help Desk. See page 9 for the telephone number.
How Should I proceed if the host is down and I cannot get transactions approved?
If the host is down, debit transactions cannot be processed. Ask the customer to provide another
payment method.
Perform credit transactions off-line, without using the terminal. Use the credit card manual slips you have
stored. Get a voice authorization number from the credit card issuer. Take an imprint of the credit card
number embossed on the credit card. Ask the customer to sign the manual slip.
When the host connection is re-established, enter the off-line transactions using the forced post
transaction described on page 52. Additional information on forced posts can be found on page 35.
If a receipt was not printed correctly, do I need to perform the transaction again?
Do not perform the transaction again. If the approved transaction message was displayed, the host
processed the transaction regardless of the receipt being printed or not.
If the problem is the paper roll, follow the replacement instructions (page 14) and perform a receipt reprint
(page 84) after you set the printer working. The reprint must be done before you perform the next
transaction or function.
However, if the printer was turned off during the original transaction, you cannot reprint the receipt even if
you turn the printer on and perform a receipt reprint.
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