Technical issues payment terminals
Where can the serial number of my terminal be found?
The serial number can be found at the bottom of the payment terminal or is visible after removing the cover. The serial number consists of a combination of five numbers, two letters and eight numbers.
Do you have a MOVE 5000 or a DESK 5000? Then the serial number consists of the last 8 digits of the long number on the payment terminal after “sn”on the sticker.
Do you have a Sunmi? The serialnumber is the whole combination of numbers after the “sn” on the sticker.
The screen of the payment terminal is white / mirror image / blank. What can I do?
This could be a bug in the software, a reboot should fix it. Reset the payment terminal by pressing the yellow button and the dot button (this is located directly to the right of the 0) simultaneously. If you have a mobile payment terminal, you can switch it on again after a few seconds with the green button. If you have a fixed payment terminal, the payment terminal will restart immediately.
What does "Alert Irruption" mean?
When a payment terminal indicates "Alert Irruption", it means that the terminal has detected danger and has therefore entered a security mode to prevent burglary and fraud. The terminal will lose all its security keys and cannot be used anymore. This can be caused by a fall, bump, extreme heat / cold or water. This can also happen when the terminal battery gets completely empty.
When this happens, please contact [email protected].
How can I fix an "Alert Irruption"?
You cannot fix an "Alert Irruption" yourself. If this happens, please contact us at [email protected].
The inserted amount from my cash register does not arrive at the payment terminal. What should I do now?
- Disconnect the payment terminal from the power supply for at least half a minute.
- Reset the payment terminal. You do this by simultaneously pressing the yellow button and the dot button (directly above the green button). If you have a mobile payment terminal, you can switch it on again after a few seconds by pressing the green button.
- Press the green button on the payment terminal (or enter a card) after you have prepared an amount from the cash register. If the amount does arrive at the payment terminal, port 8011 is probably closed in your network.
- Contact our helpdesk to perform a test transaction. In this way it can be ruled out whether the payment terminal has a problem or whether your Cash register supplier has to help you further.
What is the password to enter the payment terminal menu?
The password in the menu is 0951.
How do I connect a fixed payment terminal?
Put the plug in the wall socket and connect the network cable to the internet.
Is a fixed connection always required for the payment terminals?
No, a fixed connection is only required for a fixed payment terminal: the Ingenico IPP350, Desk5000 and the Lane3600.
For the mobile payment terminals, a 4G or WiFi connection is required, depending on the type of payment terminal.
How do I connect a mobile payment terminal?
This differs per machine:
- With a WiFi payment terminal, it only has to make a connection with your own WiFi network.
There are two options with a 4G payment terminal.
- The first option is that you have a CM.com SIM card. If so, just turn it on.
- The second option is that you have your own SIM card. If this is the case, the APN of the payment terminal may need to be adjusted to the APN of your provider. Please contact our helpdesk for this if you have any questions.
How do I set up my WiFi network on my MOVE 5000 WiFi payment terminal?
To set up the WiFi network for you MOVE 5000 terminal, complete the following steps:
- Press the Menu button
- Press Control panel
- Press Terminal settings
- Press Communication means
- Press Wi-Fi
- Press Scan networks
- Choose the correct network
- Enter your personal WiFi password (upper and lower case sensitive)
- Press the green button
My MOVE 5000 WiFi payment terminal cannot be used in all places in my shop. This is because it only connects to one of the access points. What can I do now?
Probably the option "Active roaming" is not enabled on the payment terminal. (If you do not have this option, please contact our helpdesk to have your payment terminal updated.) To enable this, follow these steps:
- Press the menu button (above the red button)
- Press Control panel
- Press Terminal settings
- Press Communication means
- Press Wi-Fi
- Press Advanced options
- Press Active roaming
- Press On
How to adjust the APN settings on your MOVE 5000 3G or MOVE 500 4G payment terminal.
In the event that you have purchased your own SIM card for the 3G and 4G payment terminal, the APN set in the payment terminal must be changed. You can adjust the APN with the following steps:
- Press the menu button (directly above the red one)
- Press Terminal settings
- Press Communication means
- Press Mobile networks
- Enter the password: 0951
- Press Parameters
- Press Slot 1
- Enter the APN information
* The SIM is located under the cover on the back of the terminal. Insert the SIM into the right slot correctly; pay attention to the sloping side of the SIM for this.
When I press F1 on my payment terminal to initiate a payment and enter an amount, it immediately returns to the home screen. What should I do?
It seems that the payment terminal has no connection. To check this, you can run a TMS-com first.
You do this with a Telium payment terminal (IWL250, ICT250 and IPP350) as follows:
- Menu button (located directly above the red button)
- 2-TMS-Com
- 1-Remote Download
- 1-TMS-Com Settings
With a Tetra payment terminal (MOVE 5000, DESK 5000 and LANE 3600), do this as follows:
- Menu button (located directly above the red button)
- Control panel
- Software management
- Evolution
- Remote upgrade
- Start remote upgrade
When there is a connection, you will see numbers and letters passing by on the screen. The payment terminal will restart when it is ready. If there is no connection, the payment terminal will remain on the "Connection" screen and will eventually restart.
What can I do when my fixed payment terminal Ingenico ICT250 or IPP350 does not connect?
Probably the network icon (top center of the screen) is white instead of green.
- Disconnect the payment terminal from the power supply for at least half a minute.
- Reset the payment terminal by pressing the yellow button and the dot button (located directly above the green one) at the same time.
- Disconnect the network switch to which the payment terminal is connected for a while so that it restarts.
- Try a different network port on the network switch.
- Restart your modem.
- Try to connect the payment terminal to a network at a different location. This can be done elsewhere, for example at home or at the neighbors.
- Perhaps something has changed in your network? Then contact our helpdesk for assistance at [email protected] or call 020 240 0820.
The network icon on my payment terminal is red, what does that mean?
In the case of a red network icon, the payment terminal does see the network, but the payment terminal is not allowed to connect. Please contact your network administrator to check whether, for example, the mac address of the payment terminal has been blocked.
My Mobile MOVE 5000 3G/4G payment terminal has a white network icon, what can I do?
You will probably not see a mobile provider or you will not see a range at the top left of the screen.
- Reset the payment terminal by pressing the yellow button and the dot button (located directly above the green one) at the same time. Then turn it back on by pressing the green button.
- Disconnect the payment terminal from the power supply for at least half a minute by disconnecting the battery (carefully disconnect the white plug).
- Switch off the payment terminal, replace the SIM card and switch the payment terminal on again.
- If “No Sim” appears on the screen where the network provider is normally located (top left), check whether the SIM card is properly inserted. Reposition if necessary. Make sure that the payment terminal is off when you do this.
If you have a CM.com SIM card, you can contact our helpdesk team by phone. With help of our helpdesk Team, the status of your SIM card. If you have purchased a SIM card for the payment terminal yourself, please contact your provider so that they can help you with this.
My Mobile WiFi MOVE 5000 payment terminal has a white network icon, what can I do?
The network icon (top left) is white instead of green.
- Reset the payment terminal by pressing the yellow button and the dot button at the same time. Then turn it back on by pressing the green button.
- Disconnect the payment terminal from the power supply for at least half a minute by disconnecting the battery (carefully disconnect the white plug).
- Disconnect the WiFi access point to which the payment terminal is connected for a while so that it restarts.
- Restart your modem.
- Try to connect the payment terminal to another network, for example to the hotspot of your mobile phone, to determine if there is an issue with your normal network.
How do I place my terminal in a proper way?
Make sure that the terminal is always placed on a solid and dry, steady surface.
How do I change my receipts header & footer?
The footer can be changed by cm.com. Mail to [email protected] with your request to change the footer message and we will handle your request as soon as possible.
The header of your receipt always displays your merchant name and address, this cannot be changed.
How do I read terminal receipts?
At the bottom of the receipt, you can see whether the transaction has been approved or declined. This is always the leading outcome of the transaction.
How can I activate refunds on my terminal?
When you activated refunds at your bank, please send an e-mail to [email protected] to activate the refund option on your payment terminal. Administration costs of €35 will be charged for this request. When ordering a new terminal, the refund option is free of charge.
How do I change my name on the card holders bank statements?
The options for a name change on the card holders bank statements depends on your bank and your transaction processor. For more information about this, you can reach out to [email protected].
