Q: I need to program my credit card processing equipment. What should I do?

Q: I just received my equipment, but there is nothing to indicate what the buttons do. How can I determine the key functions?

Q: I placed an order online. When will I receive confirmation and shipment?

Q: I received my tracking number via email, but the status comes up as "Not Found." What does this mean?

Q: What kind of paper and/or ribbon does my terminal or printer use?

Q: Why doesn't the "feed" button on my Hypercom terminal work?

Q: How do I know if my terminal is set to automatically batch out ("auto-batch") at the end of each day?

Q: Does my credit card machine need to be turned on in order for it to auto-batch?

Q: Can I set up the auto-batch feature on my wireless terminal?

Q: Will I lose information if I turn off my terminal?

Q: If I move my terminal to another location, do I need to reprogram it for the new phone line connection?

Q: What is an offline "store and forward" transaction?

Q: How can I find out if my wireless terminal will have coverage in a certain location?

Q: What is the difference between a "void" and a "refund?"

Q: Why are my customers' credit card numbers showing up on the receipts?

Q: How long will it take to reprogram my machine?

Q: I just received my new equipment, but for some reason, it's not functioning. How can I test to see if it's broken?

Q: Will my terminal work on VoIP/Digital/DSL lines?

Q: I need to program my credit card processing equipment. What should I do?

A: FOR NEW ACCOUNTS:

If you need to purchase new processing equipment, contact your sales representative to place your order.

If you have existing processing equipment, one of our technicians will contact you within 2 business days after your account has been approved to conduct the reprogram.

If you have ordered a payment gateway or software product, the programming information will be emailed to you within 24-48 business hoursfrom the time of your merchant account approval.

FOR EXISTING MERCHANTS:

If you have recently purchased new equipment from Charge USA, the equipment should already be programmed for ready-use.

If you already have processing equipment, simply contact Technical Support so they can guide you through the reprogramming over the phone.

If you have recently set up a new payment gateway or software product through another vendor, contact Customer Service to get the necessary programming information for proper installation.

Q: I just received my equipment, but there is nothing to indicate what the buttons do. How can I determine the key functions?

A: If you are missing an "overlay" for your terminal's keypad, contact your Processor or a Merchant Warehouse customer service representative to send you a copy.

Q: I placed an order online. When will I receive confirmation and shipment?

A: Once an online order has been placed, a confirmation email with an order number will be sent to the email address provided. All online orders are then designated to a sales representative who will contact you within 24 hours. Before we can ship your order, our representative needs to speak with you directly to avoid potential complications such as:

1) Compatibility issues between many products and processors. We need to verify that the equipment ordered will operate properly within your processing environment.

2) To confirm that all contact and shipping information is correct.

3) To ensure that your request includes all items needed for processing.

Q: I received my tracking number via email, but the status comes up as "Not Found." What does this mean?

A: An email with your tracking number is sometimes sent to you before the product is actually shipped. However, the tracking number can only be tracked AFTER the courier scans it in. Generally, our courier scans shipments around 5pm EST.

Q: What kind of paper and/or ribbon does my terminal or printer use?

A: Most terminals use 2 ¼" Thermal paper, which does not require any ribbon. Any terminal that has a dot matrix printer, such as the Hypercom T7P-dot matrix, uses ink ribbons to imprint on 2 ¼", 2-ply, non-carbon paper. You can find information regarding which type of paper your terminal uses within the product specifications in our section for credit card machines.

Q: Why doesn't the "feed" button on my Hypercom terminal work?

A: Unlike most terminals, all Hypercom terminals need to be programmed in order for the "feed" button to function. Please contact us or your processor for programming assistance.

Q: How do I know if my terminal is set to automatically batch out ("auto-batch") at the end of each day?

A: Charge USA will automatically program all merchant equipment to auto-batch, EXCEPT FOR:

• Wireless terminals
• Restaurant merchant terminals
• Multiple merchant terminals

Q: Does my credit card machine need to be turned on in order for it to auto-batch?

A: All machines must be turned ON so that it can dial-out to auto-batch.

Q: Can I set up the auto-batch feature on my wireless terminal?

A: Wireless terminals can be set for automatic batching, but if the terminal is not ON at the time the terminal is set to batch, it will not batch. Therefore, it is not recommended that the auto-batch feature be utilized for wireless terminals (wireless terminals typically run on batteries).

Q: Will I lose information if I turn off my terminal?

A: No transaction or programming information will be lost if you turn off your terminal. All terminals have an internal battery that stores the information and keeps the terminal from losing the programming. If you believe you have lost any information in your terminal, contact Technical Support for further assistance.

Q: If I move my terminal to another location, do I need to reprogram it for the new phone line connection?

A: All terminals should still function properly using any phone line connection, and do not need to be reprogrammed if they have been moved. However, if you have changed business location addresses and you provide receipts to your customers, you should contact Technical Support to have them update your equipment, so that your terminal will print out the correct address and phone number information on your receipts.

Q: What is an offline "store and forward" transaction?

A: The "store and forward" feature allows merchants, who cannot get a signal on their wireless terminal, or have a store and forward only, to still accept swiped or keyed payments. The card information will be stored for later authorization, when coverage or a phone connection is available. Store and forward transactions are offline because the terminal is not dialing-out to request an electronic authorization at the time the card and sale information is captured.

Q: How can I find out if my wireless terminal will have coverage in a certain location?

A: To determine whether you will have coverage in a certain area, visit http://www.apriva.com/apriva_secure_pos/coverage_area.aspx. Charge USA uses AT&T, Verizon Wireless, and Velocita Wireless networks for our wireless terminals. For more information, please contact Technical Support at (888) 519-6536.

Q: What is the difference between a "void" and a "refund?"

A: A "void" actually deletes a sale, as long as the transaction has been voided prior to having been settled. A void is never actually processed, so a cardholder will never see a charge posted to their credit card account, and a merchant will never receive payment. A "refund" is a credit issued back to a cardholder after the credit card has been authorized and the transaction has been settled. A refund can only be credited back to a card that has already been charged.

Q: Why are my customers' credit card numbers showing up on the receipts?

A: If your terminal has not been programmed to "truncate" the credit card numbers, the full number will print on your receipts. For security reasons, Visa® and MasterCard® require that all credit card numbers be "truncated" so that only the last four digits of the card will show up on your receipts. To comply with standard regulations, contact your processor to update your equipment.

Q: How long will it take to reprogram my machine?

A: Once a reprogram has been requested, and a programming file built, the reprogram procedure lasts approximately 10-30 minutes, depending on the terminal.

Q: I just received my new equipment, but for some reason, it's not functioning. How can I test to see if it's broken?

A: Charge USA tests all equipment for our merchants who process with us, and we also conduct random selection testing on products purchased by non-merchants. However, if for some reason your newly purchased terminal is not working properly, it is best to contact us or your processor for technical support and troubleshooting. If they are unable to correct the problem, you should then contact Merchant Warehouse for troubleshooting so we may detect and resolve the issue.

Q: Will my terminal work on VoIP/Ethernet/DSL lines?

A: Dial-up terminals generally have a hard time working through connections other than phone lines, but there are some exceptions:

• Digital/DSL Lines - Typically, dial-up terminals will not download using DSL phone lines. However, depending on your service carrier, you might be able to process transactions. To remove some of the static from the line and help the terminal maintain a valid connection, it is recommended to obtain a line connection filter.
• VoIP (Vonage, etc.) - The only way to make a dial-up terminal work via VoIP is to reduce the signal quality settings. Please contact your VoIP provider for assistance. Be sure to request that your service provider set the line to behave like an analog phone line.