Introduction

Thank you for signing your EPOS installation order with us. We’re looking forward to working with you to build a payment system that enhances your guest experience and streamlines your operations. 

This guide will help you get started–it’s packed with useful support information, details on your ports and network, and some tips on how to get the most from your new EPOS equipment. 

Remember, your system is unique–it’s designed and configured to meet the requirements specifically for your business, so you may find the setup information detailed in this pack differs slightly to your setup. 

We’ll also send you a Support Guide, which details our service level guidelines, escalation procedures and the general processes used within our support centres. 

AMEX

For AMEX approvals, the port range is 44300 - 44399.

Ingenico devices

Kitchen Video System

For the Kitchen Video System, open outbound/inbound traffic to vpn.ptcert.com using port 11194.

This will allow traffic for the OpenVPN which is the remote connection solution we use to support the KVS devices.

Mobile EPOS (Pax)

Please check which mobile EPOS device you have if unsure.

Pre-Installation Information

System build information:

Your new system build will start after your initial project call–this is your opportunity to ask any questions about your upcoming installation and to give us the details we need of any system or site specific requirements.

Information that will be requested:

We’ll need the following information from you, which will form part of your system build:

• Your company logo for customer receipts. This’ll be displayed on all customer receipts. If you need more than one logo on the receipt, such as for different business areas, please let us know. Logos will be printed in black and white on the receipt.

Logo specification: 

• File Type:  .Jpg - 

• Size: 500x500 pixels

• Your VAT number for customer receipts. If you need more than one VAT number on the receipt, such as for different business areas, please let us know. 

• Your POS Media Display content - this content will be preloaded onto customer displays for customers to see. 

Spec for static image: 

• Image resolution: 1024x600. 

• File extension: jpg

Spec for video/image: 

• Video file extensions: MP4, AVI, MOV. FLV.  

• Aspect Ratio: 19:9 (resolution 720p, 1280x600 pixels). 

• Video file size: Limit to 50MB. 

• One video file only. 

• If you’d like to display images with a video, all content must be contained within one video file.

• We advise avoiding the use of videos in fast paced environments

• Filenames should be 25 characters maximum and shouldn’t contain any special characters, such as &!£._-

• Maximum file size is 50MB and the number of files that can be uploaded is limited to five.

• Company logo: Typically used on POS login screens. Can also be used on POS Media if no POS Media content is supplied.

• If self-service kiosks are being deployed, your brand guidelines and associated assets will be required in advance. This will be discussed in your project meeting. 

WBO creation:

Your new system will be provided with a Web Back Office, known as WBO. We’ll send you your new WBO URL during the installation process or the WBO training session, whichever comes first. Your WBO is created and configured with the foundational information as soon as possible. We’ll usually build your stores, terminals and screens first as these are important when it comes to product file importation.

Mobile EPOS (GP Nucleus)

Please check which mobile EPOS device you have if you’re unsure.

Installation engineers:

All installations are carried out by our experienced engineering team, unless we’ve discussed an alternative. Our engineers will try their best to arrive on site together but there may be instances where additional passes and/or parking may be required on an ad hoc basis.

We’ll also allocate you a lead engineer who’ll keep you updated on the progress of your project and you can go to for any questions or change requests during the installation process.

Understanding your System

We offer a range of solutions and it’s important to know which system you use as this’ll help to speed up any support queries you raise with us. See below for an overview of our core solutions: 

Electronic Point of Sale (EPOS), software and POS media 

• TS813 EPOS Terminal: An EPOS terminal with built in thermal printer, POS Media and scanner. The built-in printer uses paper size 80x60x12mm. 

• R10 EPOS Software: POS software used across tills, mobile terminals and Self Service Ordering Unit (SSOU’s).

• POS Media: Built-in customer display. A space to advertise both internal and external marketing content. You could even sell this space to generate additional revenue. Suitable for displaying still images and video.

FIxed card terminals 

• Ingenico Lane3000: A fixed card terminal, requires a Point of Sale (POS) or SSOU to function.

• Card Terminal Space Pole: A mounting pole for the Lane3000, used to elevate the device for ease of use and minimise spillage damage.

Mobile card terminals 

• Verifone MobilePOS Terminal: A mobile EPOS terminal manufactured by Verifone. Functions both as a till and a payment device. The built-in printer uses paper size 57x40mm. 

• Pax MobilePOS Terminal: A mobile EPOS terminal manufactured by Pax. Functions both as a till and a payment device. The built-in printer uses paper size 57x40mm.

• Move5000: A standalone mobile terminal with limited functionality and reduced product file. The built-in printer uses paper size 57x40mm. 

Accessories 

• IP Thermal Printer: A network printer typically used in bar locations or dispense locations other than a kitchen. Prints using thermal technology (requires thermal paper). The printer uses paper size 80x80x12mm. 

• IP Kitchen Printer: A network printer typically used in a kitchen environment. Printing via ink ribbon (standard kitchen printer paper is required). Printer uses paper size 76x76mm, available in 1ply or 2ply.

• SSOU: Self Service Unit, includes built-in thermal printer (requires thermal paper). Built-in printer uses paper size 80x60x12mm.

• Kitchen Video System (KVS)/Kitchen Video Display (KVD): A touchscreen device that can be used as either a SSOU order display or an alternative to a kitchen printer. Can be wall mounted (brackets aren’t supplied).

• Web Back Office (WBO): For maintaining, monitoring and reporting on all aspects of the EPOS system.

For more information on any of our products or services please reach out to your account manager.

Installation support:

We understand that navigating a new system isn’t always easy, especially for your first trade. But we’ll happily support you through this and we’ll discuss your requirements for support of trade during the initial project call.

Pre-event/match checks:

We recommend you carry out pre-trade checks of the system, we refer to these as pre-event/matchday checks.

Some checks you should consider include:

Power

• Is the device powered on or awake? 

• Is the device charging or does it have sufficient battery life (mobile only)?

Data

• Is the device online? Does the device have an IP address and show network status active?

Program

• Are any recent changes or updates in place?

Paper

• Do the printers have enough paper? And is it the correct type of paper?

Penny testing

• Sell a product for 1p, take payment and view the transaction in the back office. It’s a great way of testing the entire setup as it goes through multiple touchpoints of the system.

(Touch response/Comms between fixed POS & fixed PED/confirms apps running on mobile devices/Comms between POS system and WBO).

WBO healthcheck

• Use WBO healthcheck to see if any terminals are offline. Following penny testing you’ll be able to see if any terminals have pending transactions as a result of being offline.

End of Day process without deferred authorisation

We’ll cover the end of day process for your system during the EPOS and managerial training.

End of Day process with deferred authorisation

If your system uses deferred authorisation, we’ve outlined the general flow below but we’ll also cover this during the EPOS and managerial training.

End of Day process/sending SAF for Mobile POS

Step 1: Ensure the device has a network connection.

Step 2: Access the Reports screen > Press the function key ‘SEND STORE AND FORWARD SALES” > If any files have been stored, the screen will display the number of stored files and count down as the files are uploaded.

Step 3: Ensure all files have been uploaded by pressing the same function key ‘SEND STORE AND FORWARD SALES’. The screen will flash up briefly showing the SAF screen then go back to the Reports screen, this means all files have been uploaded.

Step 4: While in the Reports screen, press ‘PED/CARD X’. This will print a report from your printer.

Step 5: Still in the Reports screen, press ‘EOD PED/CARD Z’, this will print a Card End of Day Report. If it doesn’t, try repeating steps 1-4, and if this still doesn’t print the report, you’ll need to contact our support team for further assistance.

Step 6: Again, still in ‘Reports’ on R10, press ‘EOD POS Z’ and this completes the process.

 

Sending deferred authorisation from Ingenico Lane 3000

Step 1: Press the Menu button > Use the down arrow button located under the screen to highlight the DEFERRED option and then press the green button > Type Manager Password > Use the down arrow to highlight the VIEW option and press the green button. 

If there are any transactions listed, press the green button to exit the menu. Repeat Step 1 but this time press the green button on the UPLOAD option to send up the deferred authorisation transactions. 

Repeat from Step 1 again to the View menu to ensure all deferred authorisation transactions have been sent up. 

Step 2: On the R10 software on a TS-813 EPOS terminal, go to ‘Reports’ then press ‘PED/CARD X’. This will print a report from your printer.

Step 3: Still in the ‘Reports’ screen on R10, press ‘PED/CARD Z’, this will print a report. It should state ‘TOTALS CONFIRMED’. If it doesn’t, try repeating Steps 1-3, and if this still doesn’t print the report, you’ll need to contact our support team for further assistance.

Step 4: Again, still in ‘Reports’ on R10, Press ‘POS Z’ and this completes the process.

End of Day process for Move 5000

Step 1: R5000 (WBO) - Press the Global Payments logo and enter '04' on keypad > If the message returns 'Transactions Sent', repeat step 2 until the message reads 'No Transactions Available' > On the Global Payments menu enter '02' on the keypad > Enter 97811 and press Enter > Press the green button to print.

Step 2: A40_EMV (End of Day report) - Press the grey button to go to the home screen > Select A40_EMV > Select Reports > Enter 97811 and press the green button > Press the green button again to select END OF DAY.

Step 3: A40_EMV (Deferred Auth Store) - Press A40_EMV > Press Deferred > Enter 97811 and press the green button > Select Upload.

The counters at the top of the terminal screen are indicators only. The processes are put in place to assist with completing an accurate and successful End of Day process. Our processes must ensure that all transactions are written to WBO and all deferred authorisation transactions are sent to the Global Payments authorisation host.  

More information on deferred authorisations can be found in your service agreements.

Installation handover:

Once your system has been fully installed, your lead installation engineer will hand over the new system to you and let our support and accounts team know that installation is complete.

We’ll give you some tips and advice on fault finding and how to resolve these, as well as best practices to maintain a healthy and fully operational system. If you need any support, please get in touch with us and we’ll be happy to help–you’ll find our contact details in the Support section below.

Support

We’re committed to supporting you with everything you need from a payment system that enhances guest experience and streamlines your operations.

We use a support ticket tracking system so we can manage your requests quickly and efficiently, and track the progress through to completion. 

You will be sent a full guide on our support processes and procedures separately.

If you have any questions or need support, please contact us using the details below and we’ll be happy to help.

Our opening hours are:

Consumables

If you need to order any consumables such as paper rolls or additional ink ribbons, please contact our consumables team on:

*If you have a speech or hearing impairment, you can call us using the Relay Service by dialling 18001 followed by the number you wish to call. Calls may be recorded. To help us continually improve on our service and in the interests of security, we may monitor and/or record your telephone calls with us. Any recordings remain our sole property.

Global Payments is a trading name of GPUK LLP. GPUK LLP is authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 (504290) for the provision of payment services and under the Consumer Credit Act (714439) for the undertaking of terminal rental agreements. GPUK LLP is a limited liability partnership registered in England with company number OC337146. Registered Office: Granite House, Granite Way, Syston, Leicester, LE7 1PL. The members are Global Payments U.K. Limited and Global Payments U.K. 2 Limited. Service of any documents relating to the business will be effective if served at the Registered Office.

Global Payments is also a trading name of Pay and Shop Limited. Pay and Shop Limited is a limited company registered in Ireland with company number 324929. Registered Office: The Observatory, 7-11 Sir John Rogerson's Quay, Dublin 2, Ireland. Service of any documents relating to the business will be effective if served at the Registered Office.