# Verifone Help Centre
................................................................................ How can we help? ..................................................................
{% hint style="danger" icon="circle-info" %}
***Cardinal Songbird Integration Update.***
*Visa is introducing Subresource Integrity (SRI) and a new quarterly release model for the Songbird JavaScript library that may require action on your part.* [*See more here.*](/cardinal-songbird-integration-update)
{% endhint %}
{% hint style="success" icon="cloud-arrow-up" %}
**Terminal Software Update – Version 2.10.0.43**
Verifone have now released a new software for your Verifone payment terminal. This applies to P400, V240m, V200c and E285 devices. [*See how to update here.*](/terminal-software-update-version-2.10.0.43)
{% endhint %}
How Can We Help?
Need help now? Use for AI-powered Step-by-Step solutions
# Cardinal Commerce Infrastructure Change
Please be aware of upcoming infrastructure changes being made by Cardinal Commerce that may require action on your part.
Cardinal Commerce are migrating their endpoints to new IP addresses. If your integration connects directly to Cardinal (sometimes referred to as a Songbird integration) and you use IP allow-listing in your firewall or network configuration, you will need to add Cardinal's new IP addresses before their cutover date to avoid disruption to your 3D Secure processing.
Cardinal have published full details of the new IP addresses and the change here:\
[https://cardinalcommercecorporation.statuspage.io/incidents/6x4q77c2yg33](https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fcardinalcommercecorporation.statuspage.io%2Fincidents%2F6x4q77c2yg33\&data=05%7C02%7CCharles_W3%40VERIFONE.com%7Ca8e355094c014f1bcfd008de7bbe2790%7C611a22d68c40495884e3ce47d8205d98%7C0%7C0%7C639084253889114028%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C\&sdata=j%2FPURVQHC9lEtzSOcfOL0Sf5%2BANAk3jI8VMpZ6rGgCw%3D\&reserved=0)
Planned testing schedule (all times approximate, starting \~10:00 AM ET / 15:00 UTC):\
• 11 March – Flash test (\~15 minutes)\
• 18 March – Medium duration test (\~30 minutes)\
• 25 March – Extended test (\~60 minutes)\
• April – Permanent DNS cutover in production
If you do not connect directly to Cardinal, or do not use IP allow-listing, no action is needed.
If you're unsure whether this affects you, please share this email with your technical or network team.
# Cardinal Songbird Integration Update
Visa is introducing Subresource Integrity (SRI) and a new quarterly release model for the Songbird JavaScript library.
{% hint style="warning" %}
**Not sure if this affects you?** If your role is not related to technical integrations — for example reconciliation, reporting, or operations — please **forward this page to your technical or development team**. If you are unsure who that is, your IT contact or e-commerce manager is a good starting point.
{% endhint %}
This post is to inform you of an upcoming change to the Cardinal Songbird JavaScript library that may require action from your technical team **before 17th June 2026.**
***
#### What Is Changing
Visa is implementing **Subresource Integrity (SRI)** in the Songbird JavaScript library and shifting the deployment process from a single release to a **quarterly release cadence**. Each release will include a new URL path with semantic versioning and a corresponding hash value.
With this new release schedule, **Visa will not support versions older than 18 months**. Integrations must be kept up to date with each quarterly release, or they risk service interruption when unsupported versions are decommissioned.
The current migration to **v2.1.0** is the first release under this new model and must be completed by **17th June 2026**.
***
#### Does This Apply To You?
No Action Required
Verifone Hosted Checkout
If you use the Verifone Hosted Payment Page (HPP) exclusively, Songbird is managed by Verifone. No changes are required on your side.
Action Required
Direct / Custom Integration
If your site or app directly embeds the Cardinal Songbird script, your team must update the URL and hash before 17th June 2026.
***
#### What Your Technical Team Needs To Do
A full integration guide is attached as a PDF below. In summary, your development or integration team will need to:
1. **Update the Songbird script URL**
Replace the existing Songbird script URL with the new v2.1.0 versioned URL for your environment (staging or production).
2. **Add the integrity and crossorigin attributes**
Include the SHA-384 hash and crossorigin="anonymous" on the script tag. Both are required — one without the other provides no security benefit.
3. **Test in staging before promoting to production**
Verify the full 3DS authentication flow completes successfully in your non-production environment before deploying to live.
{% hint style="warning" %}
**Deadline: 17th June 2026.** Legacy Songbird endpoints will be decommissioned following Cardinal's data centre migration. Integrations not updated by this date may experience service interruption.
{% endhint %}
{% hint style="info" icon="paperclip" %}
**Attached:** Cardinal Songbird v2.1.0 — Integration Guide (PDF)
\
Includes implementation examples for Plain HTML, React, Next.js, Angular, Vue, and PHP, plus environment configuration guidance and a verification checklist.
[**Click here to download the Integration Guide (PDF)**](https://files.gitbook.com/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvDGc88JdibqKr5ck81hW%2Fuploads%2FEMxw8Hn5oUj3Jayzg5jn%2FVerifone_CardinalSongbird_v2.1.0_Migration%20Guide.pdf?alt=media\&token=a595cba4-d326-4488-970b-67777ce5be0a)
{% endhint %}
***
#### Support
If you encounter issues during migration, contact the appropriate Verifone support team based on the environment you are working in:
# Verifone Cardinal Songbird V2.1.0 Migration Guide
{% file src="/files/qt43P64wAbrQYLJiElaZ" %}
# Terminal Software Update – Version 2.10.0.43
Verifone have now released a new software for your Verifone payment terminal. This applies to P400, V240m, V200c and E285 devices.
### What's New
* **Online refunds** – you can now process refunds online directly from the terminal.
* **Deferred authorisation** – added support for authorising eligible transactions at a later point.
* **Automatic security key renewal** – your terminal now renews its transaction encryption keys automatically before they expire, so there's no interruption to taking payments.
### **What You Need To Do**
{% hint style="warning" %}
**Please ensure you're on a software version of 2.10.0.26 or above before performing this upgrade.**
{% endhint %}
**Please follow one of the guides below to update a single terminal or multiple.**
Please allow up to **1 hour** for the update to complete and **leave the terminal alone** during that time. Interrupting an update can stop it from finishing properly.
#### **Release Note**
{% hint style="info" %}
[**Click here to download the 2.10.0.43 Release Notes.**](https://files.gitbook.com/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FvDGc88JdibqKr5ck81hW%2Fuploads%2FsUhrY6KPBU5cNjzg16ly%2F2.10.0.43%20Release%20Notes.pdf?alt=media\&token=39f928b3-b80b-4796-a950-d7596f925e0d)
{% endhint %}
If you have any issues following the update, please contact the Verifone Helpdesk via live chat on the bottom left or via email at
# 2.10.0.43 Release Notes
{% file src="/files/0A3vewr0GyRC3KOOLmP6" %}
# Overview
## P400
More Errors
[Unable To Connect To Host](/p400-error-page/unable-to-connect-to-host)
[Reports Failed on the Terminal](/p400-error-page/reports-failed-on-the-terminal)
[Unexpected Login ID](/p400-error-page/unexpected-login-id)
[Not Detecting Inserted Cards](/p400-error-page/not-detecting-inserted-cards)
[HVP Not Working (Apple/Google Pay)](/p400-error-page/hvp-not-working-apple-google-pay)
[SRED Not Operational](/p400-error-page/sred-not-operational)
***
## V240M
More Errors
[Waiting For Merchant Login](/v240m-error-page)
[Reports Failed on the Terminal](/v240m-error-page/reports-failed-on-the-terminal)
[Red Dot Error](/v240m-error-page/red-dot-error)
[Not Detecting Inserted Cards](/v240m-error-page/not-detecting-inserted-cards)
[Contactless Not Working](/v240m-error-page/contactless-not-working)
[HVP Not Working (Apple/Google Pay)](/v240m-error-page/hvp-not-working-apple-google-pay)
[Total Reverting to Zero](/v240m-error-page/total-reverting-to-zero)
[Printer Not Working](/v240m-error-page/printer-not-working)
***
## V200C
More Errors
[Waiting For Merchant Login](/v200c-error-page)
[Unable To Connect To Host](/v200c-error-page/unable-to-connect-to-host)
[Unexpected Login ID](/v200c-error-page/unexpected-login-id)
[Red Dot Error](/v200c-error-page/red-dot-error)
[Contactless Not Working](/v200c-error-page/contactless-not-working)
***
## T650P/C/M
# Restart Network Interface
To restart the Network Interface on the terminal, please follow the below;
* **Open the Main Menu** \
Press the \* button on the terminal keypad or tap the Verifone banner.
* **Go to Supervisor Menu** \
Select Supervisor and enter the password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
* **Open Communication** \
Select Communication.
* **Access More Options** \
Tap More.
* **Open Configuration** \
Select Configuration.
* **Restart Network Interface** \
Tap Start/Restart Network Interface.
* **Choose Connection Method** \
Select the connection type you are currently using (e.g., Wi-Fi or Lan).
1. **Config Started:** \
The terminal will state Interface started if it has established a connection.
2. **Config Failed:** \
The terminal will state an error message with a Red X. This will either be related to a network issue or the terminal not having the network setup.
#### [Back to P400 - How To Guides](/p400-how-tos#p400-how-to-guides)
# Enable POS Mode
To enable POS Mode on the device to allow for seamless Integration, please follow the below;
1. **Open the Main Menu** \
Tap the blue Verifone banner or press the \* key.
2. **Enter Configuration Settings** \
Select Configuration and enter the Configuration PIN (default is 12345). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
3. **Go to POS Settings** \
Select POS.
4. **Enable POS Mode** \
Tap Enable POS Mode.
5. **Confirm** \
Select Yes.
6. **Wait for Merchant Login** \
The screen will display “Waiting for Merchant Login” until the EPOS system sends the login command.
#### [Back to P400 - How To Guides](/p400-how-tos#p400-how-to-guides)
# Standalone Mode
To change the device from Integrated to Standalone Mode, please follow the below;
1. **Open Main Menu**\
Tap the blue Verifone banner or press the \* key.
2. **Go to Configuration**\
Select Configuration and enter the Configuration PIN (default is 12345). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
3. **Open POS Settings**\
Select POS.
4. **Disable POS Mode**\
Select Disable POS Mode.
5. **Confirm Change**\
Tap the Green Tick to confirm.
#### [Back to P400 - How To Guides](/p400-how-tos#p400-how-to-guides)
# Enable or Disable Extended Receipt
1. **Open Configuration Menu** \
On the Sale screen after login, tap the blue banner at the top of the screen.
2. **Enter Configuration Settings** \
Select Configuration.
3. **Enter Password** \
Type the Configuration password (default is 12345). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
4. **Go to Printer Setup** \
Select Printer Setup.
5. **Select Extended Receipt** \
Tap Extended Receipt.
6. **Confirm Action** \
The terminal will ask if you want to enable (if currently disabled) or disable (if currently enabled) the extended receipt.
7. **Apply Changes** \
Press the OK/green arrow to confirm.
#### [Back to P400 - How To Guides](/p400-how-tos#p400-how-to-guides)
# Run Reports from the Terminal
1. **Access Reports Menu** \
On the Sale screen after logging in, tap the blue banner at the top of the screen.
2. **Select Reports** \
Choose the Reports option.
3. **Enter Configuration Password** \
Enter the configuration password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
4. **View Available Reports** \
You will have access to the following reports:
* Q Report
* X Report
* Z Report
* Stored Offline Report
* Transaction Report
* Live Store Report
* Session Report
* Summary Settlement Report
* Detailed Settlement Report
* System Info Report
5. **Choose the Required Report** \
For end-of-day reporting, Please Select Z Report.
6. **Important Note** \
Reports only show transactions stored in the LIVE store on the device. Transactions already submitted will not appear in these reports.
#### [Back to P400 - How To Guides](/p400-how-tos#p400-how-to-guides)
# How to Process a Customer Not Present Transaction.
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Tap the blue banner at the top of the screen.
3. **Select Card Not Present** \
Choose Card Not Present from the menu.
4. **Choose Transaction Type** \
On the next screen, select your preferred CNP method and specify whether you are processing
* Purchase
* Refund
* Account Verification
#### [Back to P400 - How To Guides](/p400-how-tos#p400-how-to-guides)
# How to Process a Refund
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Tap the blue banner at the top of the screen.
3. **Select Refund Choose** \
Refund from the menu.
4. **Enter Refund Pin**\
Type your refund pin in. If you do not know this please refer to page 29-31 on the [Webcom Manual](/webcom-manual).
5. **Enter Amount** \
Type the refund amount and proceed with the payment.
#### [Back to P400 - How To Guides](/p400-how-tos#p400-how-to-guides)
# How to Process Auth Only
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Tap the blue banner at the top of the screen.
3. **Select Authorisation Only** \
Choose Authorisation Only from the menu. You will return to the Sale screen, and above Enter Amount, it will now display Authorisation Only.
4. **Enter the Amount** \
Type the amount you want to generate an Auth Code for.
5. **Proceed with Payment** \
Press the green button or Next.
6. **Present the Card** \
Insert, swipe, or tap the card when prompted.
7. **Receive the Auth Code** \
Once the card is processed, the terminal will display the Auth Code.
**Important Note**\
This step only authorises the funds—it does not complete the payment.\
To ensure the payment reaches your bank:
* You must perform a [**Charge Only**](/p400-how-tos/how-to-process-charge-only) transaction later using the same Auth Code for the same amount.
* If this is not done, the authorisation will expire, and the customer’s funds will return to their account.
#### [Back to P400 - How To Guides](/p400-how-tos#p400-how-to-guides)
# How to Process Charge Only
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Tap the blue banner at the top of the screen.
3. **Select Charge Only** \
Choose Charge Only from the menu. You will return to the Sale screen, and above Enter Amount, it will now display Charge Only.
4. **Enter the Amount** \
Type the amount you wish to charge. Important: This must match the value from the original Authorisation Only transaction.
5. **Enter the Auth Code** \
Input the Auth Code from the previous Authorisation Only transaction.
6. **Present the Card** \
Insert, swipe, or tap the card when prompted.
7. **Complete the Charge** \
Once the card is processed, the terminal will confirm that the charge for the Auth Code has been successfully completed.
#### [Back to P400 - How To Guides](/p400-how-tos#p400-how-to-guides)
# Submit Offline Transactions
**For Terminals on Version 2.10.0.10 and Above**
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Tap the blue banner at the top of the screen.
3. **Go to Supervisor Menu** \
Select Supervisor and enter the password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
4. **Go to SAF Diagnostics** \
Select SAF Diagnostics.
5. **Send Offline Transactions** \
Select Send Offline Transactions.
If there are no offline transactions, the device will notify you. If there are offline transactions, they will be submitted automatically.
***
**For Terminals Below Version 2.10.0.10**
1. **Check Network Connection** \
Ensure the terminal is connected to the network ([Restart the network interface](/p400-how-tos/restart-network-interface) if needed).
2. **Attempt Login** \
Log in to the terminal. This will trigger any stored offline transactions to be submitted.
3. **Update Terminal** \
To access SAF Diagnostics for manual submission, update your terminal to version 2.10.0.10 or above. Please refer to page 33 on the [Webcom Manual](/webcom-manual) to schedule a software update on the terminal.
#### [Back to P400 - How To Guides](/p400-how-tos#p400-how-to-guides)
# How to Force a Heartbeat
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Tap the blue banner at the top of the screen.
3. **Navigate to Supervisor** \
Press the down arrow until you see Supervisor, then select it.
4. **Enter Supervisor Password** \
Input the Supervisor password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
5. **Select Force Heartbeat** \
Choose Force Heartbeat from the options.
6. **Choose Heartbeat** \
Type Select either:
* *Regular Heartbeat*
* *Maintenance Heartbeat*
7. **Device Update** \
The terminal will now pull the latest information and packages from VHQ.
#### [Back to P400 - How To Guides](/p400-how-tos#p400-how-to-guides)
# Reprint Receipt
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Tap the blue banner at the top of the screen.
3. **Navigate to Reprint Receipt** \
Press the down arrow until you see Reprint Receipt, then select it.
4. **Choose Receipt** \
Type Select either:
* *Merchant*
* *Customer*
The terminal will then reprint the chosen receipt.
#### [Back to P400 - How To Guides](/p400-how-tos#p400-how-to-guides)
# TMS Update
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Tap the blue banner at the top of the screen.
3. **Navigate to Supervisor** \
Press the down arrow until you see Supervisor, then select it.
4. **Enter Supervisor Password** \
Input the Supervisor password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
5. **Perform TMS Update** \
Select TMS Update to start the update process.
#### [Back to P400 - How To Guides](/p400-how-tos#p400-how-to-guides)
# How to Find MAC Address
1. **Enter Supervisor Menu** \
Go to Supervisor and enter the PIN (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
2. **Open Communication** \
Menu Select Communication.
3. **Access More Options** \
Tap More at the bottom of the screen.
4. **Check Status** \
Select Status.
5. **View Connections** \
Choose Connections.
6. **Select Connection Method** \
Pick the connection type you are using (e.g., Wi-Fi or Lan).
7. **Locate MAC Address** \
The MAC address will be displayed at the bottom of the screen.
#### [Back to P400 - How To Guides](/p400-how-tos#p400-how-to-guides)
# How to Check Terminal IP's on Device
To locate the IP's your terminal is currently using please follow the guide below;
* **Open the Main Menu** \
Press the \* button on the terminal keypad or tap the Verifone banner.
* **Go to Supervisor Menu** \
Select Supervisor and enter the password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
* **Open Communication** \
Select Communication.
* **Selecting Connection Method**\
Select your method of connection.
* **Open Status**\
Select Status.
* **Open IPV4**\
Select IPV4.
* **View Terminal IP's**\
You will now be able to see the terminal IP's on the device.
#### [Back to P400 - How To Guides](/p400-how-tos#p400-how-to-guides)
# How to Reboot the a P400
Follow the steps below to restart or power off your terminal safely
{% stepper %}
{% step %}
#### Initiate the Menu
Press and hold the **Red X** button for **10 seconds**.
{% endstep %}
{% step %}
#### Choose an Option
When the menu appears, select either:
* Restart – to reboot the terminal, or
* Shutdown – to power the terminal off completely
{% endstep %}
{% step %}
#### Powering Back On
If you selected **Shutdown**, simply press and hold the **Green O** button to switch the terminal back on.
{% endstep %}
{% endstepper %}
#### [Back to P400 - How To Guides](/p400-how-tos#p400-how-to-guides)
# Waiting For Merchant Login
**Terminal is Integrated**\
If the terminal is integrated but stuck on the “Waiting for Merchant Login” screen, it means the terminal is not receiving a login command.\
Check the following:
* **Send a Transaction**\
To begin a sale, send the transaction from your EPOS system. This will automatically prompt the terminal to log in, connect, and display the sale so you can continue with the payment.
* **Verify Network Connection**\
Ensure the terminal is connected to the network. [(Network Restart Guide)](/p400-how-tos/restart-network-interface)
* **Check IP Configuration in EPOS Software**\
Confirm the terminal has the correct IP addresses entered. [(IP Setup Guide)](/p400-connections/ip-setup-guide)
* **Confirm Login Command Format**\
Ensure the EPOS system is sending the login command in the correct format. If you are unsure of this please obtain you EPOS logs from your EPOS provider and email them to [Contact Support](https://my.verifone.com/s/supportbyemail).
***
**Terminal is NOT Integrated**\
If the terminal is not integrated but shows “Waiting for Merchant Login”, integration mode is enabled, which prevents manual login.\
To disable integration and allow manual login please see the [Standalone Mode Guide](/p400-how-tos/standalone-mode).
# Unable To Connect To Host
If the device is unable to connect to the network, please follow the [Restart Network Guide](/p400-how-tos/restart-network-interface).
# Reports Failed on the Terminal
1. **Check for Transactions** \
Ensure the terminal has processed transactions today. You can verify this via Webcom – refer to page 73 in the [Webcom Manual](/webcom-manual).
2. **Check Account Name for Special Characters** \
Make sure the account name does not contain special characters (e.g., &, /, -). To check and amend, refer to page 29 in the [Webcom Manual](/webcom-manual).
3. **Apply a Configuration Update** \
If you changed the account name in Webcom, mark your terminal(s) for a [configuration update](/webcom-tms/terminals/configuration-update).
4. **Reboot the Terminal** \
Once the update is complete, reboot the terminal(s) and try generating the report again.
# Unexpected Login ID
The message “Unexpected Login ID” means the user tried to log in with a different login ID than the one used previously.
1. **Verify Login ID** \
Ensure the login ID is correct for the account/MID combination you want to use.
2. **Replace Account** \
After the error appears, press Replace Account.
3. **Enter Manager PIN** \
The device will prompt for the Manager PIN (default is 12345) If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
4. **Update Account Settings** \
The device will update the account settings and return to the main screen.
# Red Dot Error
If you see a red dot in the top-right corner of the main screen, it means there is an offline transaction stored on the device that has not yet been submitted.
1. **Check Network Connection** \
Ensure the terminal is connected to the network ([Restart the network interface](/p400-how-tos/restart-network-interface) if needed).
2. **Send Offline Transactions**\
Please refer to the [Send Offline Transaction](/p400-how-tos/submit-offline-transactions) Guide.
3. **If the Issue Still Persists** \
Please [Contact Support](https://my.verifone.com/s/supportbyemail) to log a replacement terminal.
# Not Detecting Inserted Cards
If your terminal is not detecting inserted cards but still accepts contactless payments, the chip reader may be dirty or damaged.
1. **Power Off the Terminal** \
Hold down the red X button until the device turns off.
2. **Mark for Configuration Update** \
Log in to Webcom and mark the terminal for a default [configuration update](/webcom-tms/terminals/configuration-update).
3. **Clean the Chip Reader**
* Take a card (preferably a debit/credit card with raised numbers).
* Insert the card upside down and back to front, so the chip is not in the reader.
* Remove and insert the card 10 times, wiggling it each time to dislodge dirt inside the reader.
4. **Power On the Terminal** \
Hold down the green button until the device turns back on.
5. **Perform a Test Transaction** \
Try a test transaction to confirm the chip reader is working.
6. **If Still Not Working** \
Please [Contact Support](https://verifoneuk.github.io/CONTACT-FORM./Contact%20Form%20V1.0.1) to log a replacement terminal, as the chip reader may be damaged.
# Contactless Not Working
If your terminal is not prompting to contactless symbol and only asks customers to insert their card, please follow the below:
1. **Power Off the Terminal** \
Hold down the red X button until the device turns off.
2. **Mark for Configuration Update** \
Log in to Webcom and mark the terminal for a default [configuration update](/webcom-tms/terminals/configuration-update).
3. **Power On the Terminal** \
Hold down the green button until the device turns back on.
4. **Perform a Test Transaction** \
Try a test transaction to confirm the contactless reader is working.
5. **If Still Not Working** \
Please [Contact Support](https://my.verifone.com/s/supportbyemail).
# HVP Not Working (Apple/Google Pay)
If your terminal does not prompt contactless payments above £100 or €50 and this was working before or on another terminal on site, please follow the below guide:
1. **Power Off the Terminal** \
Hold down the red X button until the device turns off.
2. **Mark for Configuration Update** \
Log in to Webcom and mark the terminal for a default [configuration update](/webcom-tms/terminals/configuration-update).
3. **Power On the Terminal** \
Hold down the green button until the device turns back on.
4. **Perform a Test Transaction** \
Try a test transaction to confirm the contactless reader is working.
5. **If Still Not Working** \
Please [Contact Support](https://my.verifone.com/s/supportbyemail) and state you have tried a configuration update.
# SRED Not Operational
A security key is assigned to the PED during setup. If the key expires, the device will stop processing transactions and display "SRED NOT OPERATIONAL."
{% hint style="danger" %} **THIS IS FOR P400 TERMINALS ONLY**
{% endhint %}
This issue can be resolved by updating to **v.35\_KEY**. This update enables automatic key renewal, allowing the device to refresh its security key automatically during the maintenance period.
{% hint style="info" %}
* If your P400 terminal is running an older software version, you can still apply the update and upgrade the terminal software at the same time.
* If you wants to keep the same software version - this will still need to be raised as a replacement. Please [Contact Support](https://my.verifone.com/s/supportbyemail) to log a replacement terminal.
{% endhint %}
**Please follow the steps below to update the terminal:**
{% stepper %}
{% step %}
### **Login To Webcom**
{% endstep %}
{% step %}
### **Navigate To Terminals**
Hover over TMS and select Terminals.
{% endstep %}
{% step %}
### **Filter terminals**
Use the Filter function to locate a terminal. Enter the PTID number and click filter.
{% endstep %}
{% step %}
### **Edit terminal**
Click the pencil icon next to relevant terminals.
{% endstep %}
{% step %}
### **Set configuration download**
1. Tick Download Required.
2. Select 'Software Download' as 'Yes'
3. Set Config Download to Mandatory.
{% endstep %}
{% step %}
### **Set Schedule**
Select 'Maintenance Window'.
{% hint style="warning" %}
**This update will not work for 'Next Contact'.**
{% endhint %}
{% endstep %}
{% step %}
### Software Version
Select version '2.10.0.35\_P400\_KEY'
{% endstep %}
{% step %}
### Update
Press Update to apply the software update.
{% endstep %}
{% endstepper %}
{% hint style="info" %}
Please ensure the terminals are connected to the network or else they will be unable to pull the update down during the 'Maintenance Window'.
The terminal will be operational the following morning after the software update has been applied.
{% endhint %}
# P400 - Connection Guides
P400 - Connection Guides
# Wifi Setup
1. **Open the Main Menu**\
Tap the bar at the top of the screen or press the \* button.
2. **Go to Supervisor Menu**\
Select Supervisor and enter the password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
3. **Open Communication Settings**\
Choose Communication, then select the Wi-Fi option.
4. **Configure Wi-Fi**\
Tap Configuration, then go to Wi-Fi Scan. The device will search for available networks.
5. **Select Your Network**\
Find your Wi-Fi name and tap Add.
6. **Enter Wi-Fi Password**\
In the Password screen, choose Pre-Shared Key (PSK) and type your Wi-Fi password. Tap OK.
7. **Save Settings**\
Press Save, then OK when the device confirms.
8. **Apply Network Settings**\
Select Yes to apply the changes.
9. **Exit and Log In**\
Tap the top bar or press X to close menus, then log in as usual.
#### [Back to P400 - Connection Guides](/p400-connections)
# Hidden Wi-Fi Setup Guide
1. **Open the Main Menu** \
Tap the bar at the top of the screen or press the \* button.
2. **Go to Supervisor Menu** \
Select Supervisor and enter the password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
3. **Open Communication Settings** \
Choose Communication (press 2).
4. **Access Configuration** \
Scroll up to view more options and select Configuration.
5. **Open Network Interface** \
In the Configuration menu, select Network Interface.
6. **Choose Wi-Fi** \
Select Wi-Fi from the Network Interface options.
7. **Add New Network** \
Tap New to manually set up the hidden Wi-Fi network.
8. **Enter Network Name (SSID)** \
Select SSID, type your network name, and press OK.
9. **Set Authentication** \
Select Authentication and choose the correct security type (most routers use WPA-PSK).
10. **Enter Wi-Fi Password** \
Select Pre-Shared Key (PSK), type your Wi-Fi password, and press OK.
11. **Exit Authentication Menu** \
Press X or tap the blue Authentication bar to exit.
12. **Confirm Settings** \
Press OK to confirm.
13. **Apply Network Settings** \
Select Yes when prompted to apply changes.
14. **Exit and Log In** \
Tap the top bar or press X to close menus, then log in as usual.
#### [Back to P400 - Connection Guides](/p400-connections)
# Removing a Wi-Fi Network
1. **Open the Main Menu** \
Tap the bar at the top of the screen or press the \* button.
2. **Go to Supervisor Menu** \
Select Supervisor and enter the password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
3. **Open Communication Settings** \
Choose Communication, then select the Wi-Fi tile.
4. **Open Configuration** \
Tap Configuration to access Wi-Fi settings.
5. **Select the Network to Remove** \
In the Wi-Fi menu, choose the network you want to remove.
6. **Remove the Network** \
Tap Remove Network.
7. **Confirm Removal** \
Select Yes to confirm.
8. **Press OK** \
Tap OK to complete the process.
9. **Re-Scan for Networks (Optional)** \
You will return to the configuration screen where you can scan for a new Wi-Fi network if needed.
#### [Back to P400 - Connection Guides](/p400-connections)
# Amending a Wi-Fi Network
1. **Open the Main Menu** \
Tap the bar at the top of the screen or press the \* button.
2. **Go to Supervisor Menu** \
Select Supervisor and enter the password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
3. **Open Communication** \
Settings Choose Communication, then select the Wi-Fi tile.
4. **Open Configuration** \
Tap Configuration to access Wi-Fi settings.
5. **Select the Network to Edit** \
In the Wi-Fi menu, choose the network you want to amend.
6. **View/Edit Network** \
Tap View / Edit.
7. **Open Authentication** \
Settings Select Authentication.
8. **Update Password** \
Choose Pre-Shared Key (PSK). Clear the old password or enter a new one if it was missed during setup.
9. **Confirm Changes** \
Press OK.
10. **Return to View/Edit Screen** \
Press the red X once or tap the arrow on the blue bar.
11. **Save Changes** \
Tap Save.
12. **Confirm Save** \
Press OK.
13. **Apply Network Settings** \
Select Yes when prompted to apply changes.
14. **Complete Update** \
Press OK when the interface restarts, then tap the top bar or press the red X to exit menus and log in.
#### [Back to P400 - Connection Guides](/p400-connections)
# IP Setup guide
#### Please ensure you match the IP on the EPOS system to the terminal.
1. **Select Communication Type** \
Choose the communication type you want to configure for a static IP (e.g., Wi-Fi or Lan).
2. **Open Configuration** \
Tap Configuration and enter the password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
3. **Select Network to Edit** \
Choose the network you want to edit (for example, your Wi-Fi network).
4. **View/Edit Settings** \
Tap View / Edit.
5. **Open IP Settings** \
Select IP Settings.
6. **Choose IPv4** \
Tap IPv4.
7. **Disable DHCP** \
Select DHCP and choose No.
8. **Enter IP Address** \
Set the IP address. Note: All IP addresses must be entered in **3-digit blocks** with zeros as padding (e.g., 192.168.001.010).
9. **Enter Subnet Mask** \
Type the correct Subnet Mask.
10. **Enter Gateway IP Address** \
Type the Gateway IP address.
11. **Enter DNS 1** \
Type the primary DNS server address.
12. **Enter DNS 2** \
Type the secondary DNS server address.
13. **Save and Apply Changes** \
Press Save, then confirm to apply the changes.
14. **Test Connectivity (Optional)**\
Run a Ping test to ensure the device is connected to the network correctly.
#### [Back to P400 - Connection Guides](/p400-connections)
# Whitelisting IP's and Ports
The following ports and IPs will need to be whitelisted for inbound and outbound access on your network to connect to our server.
**Transaction \ Update Server:**\
Host IP: 91.207.36.31\
Ports: 29006, 29005 & 29002
**Download Server:**\
Host IP: 91.207.36.37\
Ports: 29006, 29005 & 29002
Please also ensure that the VHQ Messaging URL is whitelisted for inbound and outbound traffic to and from the terminal on your network.\
LIVE VHQ Messaging URL:
#### [Back to P400 - Connection Guides](/p400-connections)
# V240M - How To Guides
V240M - How To Guides
# Restart Network Interface
To restart the Network Interface on the terminal, please follow the below;
1. **Open the Main Menu** \
Press the \* button on the terminal keypad or tap the Verifone banner.
2. **Go to Supervisor Menu** \
Select Supervisor and enter the password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
3. **Open Communication** \
Select Communication.
4. **Access More Options** \
Tap More.
5. **Open Configuration** \
Select Configuration.
6. **Restart Network Interface** \
Tap Start/Restart Network Interface.
7. **Choose Connection Method** \
Select the connection type you are currently using (e.g., Wi-Fi or Lan).
* **Config Started:** \
The terminal will state Interface started if it has established a connection.
* **Config Failed:** \
The terminal will state an error message with a Red X. This will either be related to a network issue or the terminal not having the network setup.
#### [Back to V240M - How To Guides](/v240m-how-tos)
# Enable POS Mode
To enable POS Mode on the device to allow for seamless Integration, please follow the below;
1. **Open the Main Menu** \
Tap the blue Verifone banner or press the \* key.
2. **Enter Configuration Settings** \
Select Configuration and enter the Configuration PIN (default is 12345). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
3. **Go to POS Settings** \
Select POS.
4. **Enable POS Mode** \
Tap Enable POS Mode.
5. **Confirm** \
Select Yes.
6. **Wait for Merchant Login** \
The screen will display “Waiting for Merchant Login” until the EPOS system sends the login command.
#### [Back to V240M - How To Guides](/v240m-how-tos)
# Standalone Mode
To change the device from Integrated to Standalone Mode, please follow the below;
1. **Open Main Menu**\
Tap the blue Verifone banner or press the \* key.
2. **Go to Configuration**\
Select Configuration and enter the Configuration PIN (default is 12345). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
3. **Open POS Settings**\
Select POS.
4. **Disable POS Mode**\
Select Disable POS Mode.
5. **Confirm Change**\
Tap the Green Tick to confirm.
#### [Back to V240M - How To Guides](/v240m-how-tos)
# Enable or Disable Extended Receipt
1. **Open Configuration Menu** \
On the Sale screen after login, tap the blue banner at the top of the screen.
2. **Enter Configuration Settings** \
Select Configuration.
3. **Enter Password** \
Type the Configuration password (default is 12345). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
4. **Go to Printer Setup** \
Select Printer Setup.
5. **Select Extended Receipt** \
Tap Extended Receipt.
6. **Confirm Action** \
The terminal will ask if you want to enable (if currently disabled) or disable (if currently enabled) the extended receipt.
7. **Apply Changes** \
Press the OK/green arrow to confirm.
#### [Back to V240M - How To Guides](/v240m-how-tos)
# Run Reports from the Terminal
1. **Access Reports Menu** \
On the Sale screen after logging in, tap the blue banner at the top of the screen.
2. **Select Reports** \
Choose the Reports option.
3. **Enter Configuration Password** \
Enter the configuration password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
4. **View Available Reports** \
You will have access to the following reports:
* Q Report
* X Report
* Z Report
* Stored Offline Report
* Transaction Report
* Live Store Report
* Session Report
* Summary Settlement Report
* Detailed Settlement Report
* System Info Report
5. **Choose the Required Report** \
For end-of-day reporting, Please Select Z Report.
6. **Important Note** \
Reports only show transactions stored in the LIVE store on the device. Transactions already submitted will not appear in these reports.
#### [Back to V240M - How To Guides](/v240m-how-tos)
# How to Process a Customer Not Present Transaction.
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Tap the blue banner at the top of the screen.
3. **Select Card Not Present** \
Choose Card Not Present from the menu.
4. **Choose Transaction Type** \
On the next screen, select your preferred CNP method and specify whether you are processing
* Purchase
* Refund
* Account Verification
#### [Back to V240M - How To Guides](/v240m-how-tos)
# How to Process a Refund
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Tap the blue banner at the top of the screen.
3. **Select Refund Choose** \
Refund from the menu.
4. **Enter Refund Pin**\
Type your refund pin in. If you do not know this please refer to page 29-31 on the [Webcom Manual](/webcom-manual).
5. **Enter Amount** \
Type the refund amount and proceed with the payment.
#### [Back to V240M - How To Guides](/v240m-how-tos)
# How to Process Auth Only
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Tap the blue banner at the top of the screen.
3. **Select Authorisation Only** \
Choose Authorisation Only from the menu. You will return to the Sale screen, and above Enter Amount, it will now display Authorisation Only.
4. **Enter the Amount** \
Type the amount you want to generate an Auth Code for.
5. **Proceed with Payment** \
Press the green button or Next.
6. **Present the Card** \
Insert, swipe, or tap the card when prompted.
7. **Receive the Auth Code** \
Once the card is processed, the terminal will display the Auth Code.
**Important Note**\
This step only authorises the funds—it does not complete the payment.\
To ensure the payment reaches your bank:
* You must perform a [**Charge Only**](/v240m-how-tos/how-to-process-charge-only) transaction later using the same Auth Code for the same amount.
* If this is not done, the authorisation will expire, and the customer’s funds will return to their account.
#### [Back to V240M - How To Guides](/v240m-how-tos)
# How to Process Charge Only
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Tap the blue banner at the top of the screen.
3. **Select Charge Only** \
Choose Charge Only from the menu. You will return to the Sale screen, and above Enter Amount, it will now display Charge Only.
4. **Enter the Amount** \
Type the amount you wish to charge. Important: This must match the value from the original Authorisation Only transaction.
5. **Enter the Auth Code** \
Input the Auth Code from the previous Authorisation Only transaction.
6. **Present the Card** \
Insert, swipe, or tap the card when prompted.
7. **Complete the Charge** \
Once the card is processed, the terminal will confirm that the charge for the Auth Code has been successfully completed.
#### [Back to V240M - How To Guides](/v240m-how-tos)
# Submit Offline Transactions
**For Terminals on Version 2.10.0.10 and Above**
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Tap the blue banner at the top of the screen.
3. **Go to Supervisor Menu** \
Select Supervisor and enter the password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
4. **Go to SAF Diagnostics** \
Select SAF Diagnostics.
5. **Send Offline Transactions** \
Select Send Offline Transactions.
If there are no offline transactions, the device will notify you. If there are offline transactions, they will be submitted automatically.
***
**For Terminals Below Version 2.10.0.10**
1. **Check Network Connection** \
Ensure the terminal is connected to the network ([Restart the network interface](/v240m-how-tos/restart-network-interface) if needed).
2. **Attempt Login** \
Log in to the terminal. This will trigger any stored offline transactions to be submitted.
3. **Update Terminal** \
To access SAF Diagnostics for manual submission, update your terminal to version 2.10.0.10 or above. Please refer to page 33 on the [Webcom Manual](/webcom-manual) to schedule a software update on the terminal.
#### [Back to V240M - How To Guides](/v240m-how-tos)
# How to Force a Heartbeat
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Tap the blue banner at the top of the screen.
3. **Navigate to Supervisor** \
Press the down arrow until you see Supervisor, then select it.
4. **Enter Supervisor Password** \
Input the Supervisor password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
5. **Select Force Heartbeat** \
Choose Force Heartbeat from the options.
6. **Choose Heartbeat** \
Type Select either:
* *Regular Heartbeat*
* *Maintenance Heartbeat*
7. **Device Update** \
The terminal will now pull the latest information and packages from VHQ.
#### [Back to V240M - How To Guides](/v240m-how-tos)
# Reprint Receipt
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Tap the blue banner at the top of the screen.
3. **Navigate to Reprint Receipt** \
Press the down arrow until you see Reprint Receipt, then select it.
4. **Choose Receipt** \
Type Select either:
* *Merchant*
* *Customer*
The terminal will then reprint the chosen receipt.
#### [Back to V240M - How To Guides](/v240m-how-tos)
# TMS Update
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Tap the blue banner at the top of the screen.
3. **Navigate to Supervisor** \
Press the down arrow until you see Supervisor, then select it.
4. **Enter Supervisor Password** \
Input the Supervisor password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
5. **Perform TMS Update** \
Select TMS Update to start the update process.
#### [Back to V240M - How To Guides](/v240m-how-tos)
# How to Find MAC Address
1. **Enter Supervisor Menu** \
Go to Supervisor and enter the PIN (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
2. **Open Communication** \
Menu Select Communication.
3. **Access More Options** \
Tap More at the bottom of the screen.
4. **Check Status** \
Select Status.
5. **View Connections** \
Choose Connections.
6. **Select Connection Method** \
Pick the connection type you are using (e.g., Wi-Fi or Lan).
7. **Locate MAC Address** \
The MAC address will be displayed at the bottom of the screen.
#### [Back to V240M - How To Guides](/v240m-how-tos)
# How to Check Terminal IP's on Device
To locate the IP's your terminal is currently using please follow the guide below;
* **Open the Main Menu** \
Press the \* button on the terminal keypad or tap the Verifone banner.
* **Go to Supervisor Menu** \
Select Supervisor and enter the password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](https://app.gitbook.com/o/uOpE0pwQaikBOHcfkMgY/s/pUJaNgtAXFm3tYpzxsyj/).
* **Open Communication** \
Select Communication.
* **Selecting Connection Method** \
Select your method of connection.
* **Open Status** \
Select Status.
* **Open IPV4** \
Select IPV4.
* **View Terminal IP's** \
You will now be able to see the terminal IP's on the device.
#### [Back to V240M - How To Guides](/v240m-how-tos)
# How to Reboot a V240m
Follow the steps below to restart or power off your terminal safely
{% stepper %}
{% step %}
#### initiate the Menu
Press and hold the **Red X** button for **10 seconds**.
{% endstep %}
{% step %}
#### Choose an Option
When the menu appears, select either:
* Restart – to reboot the terminal, or
* Shutdown – to power the terminal off completely
{% endstep %}
{% step %}
#### Powering Back On
If you selected **Shutdown**, simply press and hold the **Green O** button to switch the terminal back on.
{% endstep %}
{% endstepper %}
#### [Back to V240M - How To Guides](/v240m-how-tos)
# Waiting For Merchant Login
**Terminal is Integrated**\
If the terminal is integrated but stuck on the “Waiting for Merchant Login” screen, it means the terminal is not receiving a login command.\
Check the following:
* **Send a Transaction**\
To begin a sale, send the transaction from your EPOS system. This will automatically prompt the terminal to log in, connect, and display the sale so you can continue with the payment.
* **Verify Network Connection**\
Ensure the terminal is connected to the network. [(Network Restart Guide)](/p400-how-tos/restart-network-interface)
* **Check IP Configuration in EPOS Software**\
Confirm the terminal has the correct IP addresses entered. [(IP Setup Guide)](/p400-connections/ip-setup-guide)
* **Confirm Login Command Format**\
Ensure the EPOS system is sending the login command in the correct format. If you are unsure of this please obtain you EPOS logs from your EPOS provider and [Contact Support](https://my.verifone.com/s/supportbyemail).
***
**Terminal is NOT Integrated**\
If the terminal is not integrated but shows “Waiting for Merchant Login”, integration mode is enabled, which prevents manual login.\
To disable integration and allow manual login please see the [Standalone Mode Guide](/p400-how-tos/standalone-mode).
# Unable To Connect To Host
If the device is unable to connect to the network, please follow the [Restart Network Guide](/p400-how-tos/restart-network-interface).
# Reports Failed on the Terminal
1. **Check for Transactions** \
Ensure the terminal has processed transactions today. You can verify this via Webcom – refer to page 73 in the [Webcom Manual](/webcom-manual).
2. **Check Account Name for Special Characters** \
Make sure the account name does not contain special characters (e.g., &, /, -). To check and amend, refer to page 29 in the [Webcom Manual](/webcom-manual).
3. **Apply a Configuration Update** \
If you changed the account name in Webcom, mark your terminal(s) for a [configuration update](/webcom-tms/terminals/configuration-update).
4. **Reboot the Terminal** \
Once the update is complete, reboot the terminal(s) and try generating the report again.
# Unexpected Login ID
The message “Unexpected Login ID” means the user tried to log in with a different login ID than the one used previously.
1. **Verify Login ID** \
Ensure the login ID is correct for the account/MID combination you want to use.
2. **Replace Account** \
After the error appears, press Replace Account.
3. **Enter Manager PIN** \
The device will prompt for the Manager PIN (default is 12345) If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
4. **Update Account Settings** \
The device will update the account settings and return to the main screen.
# Red Dot Error
If you see a red dot in the top-right corner of the main screen, it means there is an offline transaction stored on the device that has not yet been submitted.
1. **Check Network Connection** \
Ensure the terminal is connected to the network ([Restart the network interface](/p400-how-tos/restart-network-interface) if needed).
2. **Send Offline Transactions**\
Please refer to the [Send Offline Transaction](/p400-how-tos/submit-offline-transactions) Guide.
3. **If the Issue Still Persists** \
Please [Contact Support](https://my.verifone.com/s/supportbyemail) to log a replacement terminal.
# Not Detecting Inserted Cards
If your terminal is not detecting inserted cards but still accepts contactless payments, the chip reader may be dirty or damaged.
1. **Power Off the Terminal** \
Hold down the red X button until the device turns off.
2. **Mark for Configuration Update** \
Log in to Webcom and mark the terminal for a default [configuration update](/webcom-tms/terminals/configuration-update).
3. **Clean the Chip Reader**
* Take a card (preferably a debit/credit card with raised numbers).
* Insert the card upside down and back to front, so the chip is not in the reader.
* Remove and insert the card 10 times, wiggling it each time to dislodge dirt inside the reader.
4. **Power On the Terminal** \
Hold down the green button until the device turns back on.
5. **Perform a Test Transaction** \
Try a test transaction to confirm the chip reader is working.
6. **If Still Not Working** \
Please [Contact Support](https://verifoneuk.github.io/CONTACT-FORM./Contact%20Form%20V1.0.1) to log a replacement terminal, as the chip reader may be damaged.
# Contactless Not Working
If your terminal is not prompting to contactless symbol and only asks customers to insert their card, please follow the below:
1. **Power Off the Terminal** \
Hold down the red X button until the device turns off.
2. **Mark for Configuration Update** \
Log in to Webcom and mark the terminal for a default [configuration update](/webcom-tms/terminals/configuration-update).
3. **Power On the Terminal** \
Hold down the green button until the device turns back on.
4. **Perform a Test Transaction** \
Try a test transaction to confirm the contactless reader is working.
5. **If Still Not Working** \
Please [Contact Support](https://verifoneuk.github.io/CONTACT-FORM./Contact%20Form%20V1.0.1).
# HVP Not Working (Apple/Google Pay)
If your terminal does not prompt contactless payments above £100 or €50 and this was working before or on another terminal on site, please follow the below guide:
1. **Power Off the Terminal** \
Hold down the red X button until the device turns off.
2. **Mark for Configuration Update** \
Log in to Webcom and mark the terminal for a default [configuration update](/webcom-tms/terminals/configuration-update).
3. **Power On the Terminal** \
Hold down the green button until the device turns back on.
4. **Perform a Test Transaction** \
Try a test transaction to confirm the contactless reader is working.
5. **If Still Not Working** \
Please [Contact Support](https://my.verifone.com/s/supportbyemail) and state you have tried a configuration update.
# Screen Flickering
In cases where the terminal screen appears to jump or flicker, this is typically related to the device handling peak usage.
1. **Switch the Terminal Off** \
Hold down the red X button for 10 seconds until the terminal powers down.
2. **Remove All Power Sources** \
Ensure the terminal is not charging and is disconnected from any power supply.
3. **Leave the Terminal Off** \
Wait for 5 minutes to allow the device to perform a cold restart.
4. **Switch the Terminal Back On** \
Hold down the green 0 button until the terminal powers back on.
5. **Perform a Test Transaction** \
Log in and process a £0.01 test transaction to confirm the screen is functioning correctly.
If the issue is still persisting a [configuration update](/webcom-tms/terminals/configuration-update) may be needed.
# Total Reverting to Zero
In some instances, the terminal may revert an entered amount back to zero. This behavior is typically related to the system operating under heavy usage.
1. **Switch the Terminal Off** \
Hold down the red X button for 10 seconds until the terminal powers down.
2. **Remove All Power Sources** \
Ensure the terminal is not charging and is disconnected from any power supply.
3. **Leave the Terminal Off** \
Wait for 5 minutes to allow the device to perform a cold restart.
4. **Switch the Terminal Back On** \
Hold down the green 0 button until the terminal powers back on.
5. **Perform a Test Transaction** \
Log in and process a £0.01 test transaction to confirm the screen is functioning correctly.
If the issue is still persisting a [configuration update](/webcom-tms/terminals/configuration-update) may be needed.
# Printer Not Working
In cases where receipts print only partially, performing a cold restart of the terminal will resolve the issue.
1. **Switch the Terminal Off** \
Hold down the red X button for 10 seconds until the terminal powers down.
2. **Remove All Power Sources** \
Ensure the terminal is not charging and is disconnected from any power supply.
3. **Leave the Terminal Off** \
Wait for 5 minutes to allow the device to perform a cold restart.
4. **Switch the Terminal Back On** \
Hold down the green 0 button until the terminal powers back on.
5. **Perform a Test Transaction** \
Log in and process a £0.01 test transaction to confirm the screen is functioning correctly.
If the issue is still persisting a [configuration update](/webcom-tms/terminals/configuration-update) may be needed.
# V240M - Connection Guides
V240M - Connection Guides
# Wifi Setup
1. **Open the Main Menu**\
Tap the bar at the top of the screen or press the \* button.
2. **Go to Supervisor Menu**\
Select Supervisor and enter the password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
3. **Open Communication Settings**\
Choose Communication, then select the Wi-Fi option.
4. **Configure Wi-Fi**\
Tap Configuration, then go to Wi-Fi Scan. The device will search for available networks.
5. **Select Your Network**\
Find your Wi-Fi name and tap Add.
6. **Enter Wi-Fi Password**\
In the Password screen, choose Pre-Shared Key (PSK) and type your Wi-Fi password. Tap OK.
7. **Save Settings**\
Press Save, then OK when the device confirms.
8. **Apply Network Settings**\
Select Yes to apply the changes.
9. **Exit and Log In**\
Tap the top bar or press X to close menus, then log in as usual.
#### [Back to V240M - Connection Guides](/v240m-connections)
# Hidden Wi-Fi Setup Guide
1. **Open the Main Menu** \
Tap the bar at the top of the screen or press the \* button.
2. **Go to Supervisor Menu** \
Select Supervisor and enter the password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
3. **Open Communication Settings** \
Choose Communication (press 2).
4. **Access Configuration** \
Scroll up to view more options and select Configuration.
5. **Open Network Interface** \
In the Configuration menu, select Network Interface.
6. **Choose Wi-Fi** \
Select Wi-Fi from the Network Interface options.
7. **Add New Network** \
Tap New to manually set up the hidden Wi-Fi network.
8. **Enter Network Name (SSID)** \
Select SSID, type your network name, and press OK.
9. **Set Authentication** \
Select Authentication and choose the correct security type (most routers use WPA-PSK).
10. **Enter Wi-Fi Password** \
Select Pre-Shared Key (PSK), type your Wi-Fi password, and press OK.
11. **Exit Authentication Menu** \
Press X or tap the blue Authentication bar to exit.
12. **Confirm Settings** \
Press OK to confirm.
13. **Apply Network Settings** \
Select Yes when prompted to apply changes.
14. **Exit and Log In** \
Tap the top bar or press X to close menus, then log in as usual.
#### [Back to V240M - Connection Guides](/v240m-connections)
# Removing a Wi-Fi Network
1. **Open the Main Menu** \
Tap the bar at the top of the screen or press the \* button.
2. **Go to Supervisor Menu** \
Select Supervisor and enter the password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
3. **Open Communication Settings** \
Choose Communication, then select the Wi-Fi tile.
4. **Open Configuration** \
Tap Configuration to access Wi-Fi settings.
5. **Select the Network to Remove** \
In the Wi-Fi menu, choose the network you want to remove.
6. **Remove the Network** \
Tap Remove Network.
7. **Confirm Removal** \
Select Yes to confirm.
8. **Press OK** \
Tap OK to complete the process.
9. **Re-Scan for Networks (Optional)** \
You will return to the configuration screen where you can scan for a new Wi-Fi network if needed.
#### [Back to V240M - Connection Guides](/v240m-connections)
# Amending a Wi-Fi Network
1. **Open the Main Menu** \
Tap the bar at the top of the screen or press the \* button.
2. **Go to Supervisor Menu** \
Select Supervisor and enter the password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
3. **Open Communication** \
Settings Choose Communication, then select the Wi-Fi tile.
4. **Open Configuration** \
Tap Configuration to access Wi-Fi settings.
5. **Select the Network to Edit** \
In the Wi-Fi menu, choose the network you want to amend.
6. **View/Edit Network** \
Tap View / Edit.
7. **Open Authentication** \
Settings Select Authentication.
8. **Update Password** \
Choose Pre-Shared Key (PSK). Clear the old password or enter a new one if it was missed during setup.
9. **Confirm Changes** \
Press OK.
10. **Return to View/Edit Screen** \
Press the red X once or tap the arrow on the blue bar.
11. **Save Changes** \
Tap Save.
12. **Confirm Save** \
Press OK.
13. **Apply Network Settings** \
Select Yes when prompted to apply changes.
14. **Complete Update** \
Press OK when the interface restarts, then tap the top bar or press the red X to exit menus and log in.
#### [Back to V240M - Connection Guides](/v240m-connections)
# Mobile Data Setup
1. **Open the Main Menu** \
Tap the bar at the top of the screen or press the \* button.
2. **Go to Supervisor Menu** \
Select Supervisor and enter the password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
3. **Open Communication Settings** \
Select Communication.
4. **Choose Mobile Data** \
In the Communication Panel, tap the Mobile Data tile.
5. **Open Configuration** \
Select Configuration.
6. **Check SIM Slot** \
Tap Select SIM Slot and ensure it is set to 1.
7. **Skip SIM PIN** \
Leave the SIM PIN option as skipped.
8. **Open Mobile Settings** \
Select Mobile Settings.
9. **Verify Settings** \
Ensure the following values are correct:
* APN: mobius.m2m (KPN via Mobius), verifone.inc.cxn (TELENOR) or internet.cxn (Mobius)
* Auto Start: Yes
* PPP Username: web
* Password: web
10. **Save Settings** \
Tap Save, then press X repeatedly to return to the login screen.
11. **Start Interface** \
Press OK when prompted to start the interface.
12. **Exit and Log In** \
Tap the top bar or press the Red X button to exit menus, then log in.
#### [Back to V240M - Connection Guides](/v240m-connections)
# Bluetooth Lan Setup
Follow the steps below to pair your V240m terminal with its base using Bluetooth:
{% stepper %}
{% step %}
### Access the Menu
Once the V240m has finished loading, tap the **blue banner** at the top of the screen to open the menu.
{% endstep %}
{% step %}
### Enter Supervisor Mode
Select **Supervisor** and enter the **Supervisor password** (default: **12345**). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
{% endstep %}
{% step %}
### Navigate to Bluetooth Settings
* Select **Communication**
* Scroll down and tap **Configuration**
* Select **Network Interface**
* Choose **Bluetooth**
{% endstep %}
{% step %}
### Pair With the Base
You can pair the terminal in one of two ways:
#### Option A: Docking Method
* Place the V240m on the base.
* Wait a few seconds.
* Select **Pair with Docked Base**.
#### Option B: Search for the Base (LAN Connection)
* Press the **button on the front of the base**.
* On the terminal, select **Search**.
* Press **OK** when the message “Make sure your base is reachable” appears.
* Select the device that matches the **base’s serial number**.
* Choose **Yes** when prompted to pair with the base.
* Enter the **PIN: 123456**.
* Confirm that **Pairing Established** appears.
* If not, repeat steps 1–5.
{% endstep %}
{% step %}
### Activate the Paired Base
* Select **Configured Devices**.
* Tap the entry that matches the base’s **serial number**.
* Select **Activate** and tap **OK**.
{% endstep %}
{% step %}
### Start the Bluetooth Network Interface
* Press the **red button** until you return to the **Configuration** menu.
* Scroll down and select **Start Network Interface**.
* Choose **BT LAN**.
The terminal should now display a **|| symbol** on the top black bar, indicating that Bluetooth is active. The interface will show as **Up**.
{% endstep %}
{% step %}
### Return to the Home Screen
Press the **red button** until you are back on the main screen.
{% endstep %}
{% endstepper %}
#### [Back to V240M - Connection Guides](/v240m-connections)
# IP Setup guide
#### Please ensure you match the IP on the EPOS system to the terminal.
1. **Select Communication Type** \
Choose the communication type you want to configure for a static IP (e.g., Wi-Fi or Lan).
2. **Open Configuration** \
Tap Configuration and enter the password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
3. **Select Network to Edit** \
Choose the network you want to edit (for example, your Wi-Fi network).
4. **View/Edit Settings** \
Tap View / Edit.
5. **Open IP Settings** \
Select IP Settings.
6. **Choose IPv4** \
Tap IPv4.
7. **Disable DHCP** \
Select DHCP and choose No.
8. **Enter IP Address** \
Set the IP address. Note: All IP addresses must be entered in **3-digit blocks** with zeros as padding (e.g., 192.168.001.010).
9. **Enter Subnet Mask** \
Type the correct Subnet Mask.
10. **Enter Gateway IP Address** \
Type the Gateway IP address.
11. **Enter DNS 1** \
Type the primary DNS server address.
12. **Enter DNS 2** \
Type the secondary DNS server address.
13. **Save and Apply Changes** \
Press Save, then confirm to apply the changes.
14. **Test Connectivity (Optional)**\
Run a Ping test to ensure the device is connected to the network correctly.
#### [Back to V240M - Connection Guides](/v240m-connections)
# Whitelisting IP's and Ports
The following ports and IPs will need to be whitelisted for inbound and outbound access on your network to connect to our server.
**Transaction \ Update Server:** \
Host IP: 91.207.36.31 \
Ports: 29006, 29005 & 29002
**Download Server:** \
Host IP: 91.207.36.37 \
Ports: 29006, 29005 & 29002
Please also ensure that the VHQ Messaging URL is whitelisted for inbound and outbound traffic to and from the terminal on your network. \
LIVE VHQ Messaging URL:
#### [Back to V240M - Connection Guides](/v240m-connections)
# V200C - How To Guides
V200C - How To Guides
# Restart Network Interface
To restart the Network Interface on the terminal, please follow the below;
1. **Open the Main Menu** \
Press the \* button.
2. **Go to Supervisor Menu** \
Select Supervisor and enter the password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
3. **Open Communication** \
Select Communication.
4. **Access More Options** \
Select More.
5. **Open Configuration** \
Select Configuration.
6. **Restart Network Interface** \
Select Start/Restart Network Interface.
7. **Choose Connection Method** \
Select the connection type you are currently using (e.g., Wi-Fi or Lan).
* **Config Started:** \
The terminal will state Interface started if it has established a connection.
* **Config Failed:** \
The terminal will state an error message with a Red X. This will either be related to a network issue or the terminal not having the network setup.
#### [Back to V200C - How To Guides](/v200c-how-tos)
# Enable POS Mode
To enable POS Mode on the device to allow for seamless Integration, please follow the below;
1. **Open the Main Menu** \
Press the \* button.
2. **Enter Configuration Settings** \
Select Configuration and enter the Configuration PIN (default is 12345). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
3. **Go to POS Settings** \
Select POS.
4. **Enable POS Mode** \
Select Enable POS Mode.
5. **Confirm** \
Select Yes.
6. **Wait for Merchant Login** \
The screen will display “Waiting for Merchant Login” until the EPOS system sends the login command.
#### [Back to V200C - How To Guides](/v200c-how-tos)
# Standalone Mode
To change the device from Integrated to Standalone Mode, please follow the below;
1. **Open Main Menu**\
Press the \* button.
2. **Go to Configuration**\
Select Configuration and enter the Configuration PIN (default is 12345). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
3. **Open POS Settings**\
Select POS.
4. **Disable POS Mode**\
Select Disable POS Mode.
5. **Confirm Change**\
Select the Green Tick to confirm.
#### [Back to V200C - How To Guides](/v200c-how-tos)
# Enable or Disable Extended Receipt
1. **Open Configuration Menu** \
Press the \* button.
2. **Enter Configuration Settings** \
Select Configuration.
3. **Enter Password** \
Type the Configuration password (default is 12345). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
4. **Go to Printer Setup** \
Select Printer Setup.
5. **Select Extended Receipt** \
Select Extended Receipt.
6. **Confirm Action** \
The terminal will ask if you want to enable (if currently disabled) or disable (if currently enabled) the extended receipt.
7. **Apply Changes** \
Press the OK/green arrow to confirm.
#### [Back to V200C - How To Guides](/v200c-how-tos)
# Run Reports from the Terminal
1. **Access Reports Menu** \
On the Sale screen after logging in, Press the \* button.
2. **Select Reports** \
Choose the Reports option.
3. **Enter Configuration Password** \
Enter the configuration password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
4. **View Available Reports** \
You will have access to the following reports:
* Q Report
* X Report
* Z Report
* Stored Offline Report
* Transaction Report
* Live Store Report
* Session Report
* Summary Settlement Report
* Detailed Settlement Report
* System Info Report
5. **Choose the Required Report** \
For end-of-day reporting, Please Select Z Report.
6. **Important Note** \
Reports only show transactions stored in the LIVE store on the device. Transactions already submitted will not appear in these reports.
#### [Back to V200C - How To Guides](/v200c-how-tos)
# How to Process a Customer Not Present Transaction.
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Press the \* button.
3. **Select Card Not Present** \
Choose Card Not Present from the menu.
4. **Choose Transaction Type** \
On the next screen, select your preferred CNP method and specify whether you are processing
* Purchase
* Refund
* Account Verification
#### [Back to V200C - How To Guides](/v200c-how-tos)
# How to Process a Refund
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Press the \* button.
3. **Select Refund Choose** \
Refund from the menu.
4. **Enter Refund Pin**\
Type your refund pin in. If you do not know this please refer to page 29-31 on the [Webcom Manual](/webcom-manual).
5. **Enter Amount** \
Type the refund amount and proceed with the payment.
#### [Back to V200C - How To Guides](/v200c-how-tos)
# How to Process Auth Only
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Press the \* button.
3. **Select Authorisation Only** \
Choose Authorisation Only from the menu. You will return to the Sale screen, and above Enter Amount, it will now display Authorisation Only.
4. **Enter the Amount** \
Type the amount you want to generate an Auth Code for.
5. **Proceed with Payment** \
Press the green button or Next.
6. **Present the Card** \
Insert, swipe, or tap the card when prompted.
7. **Receive the Auth Code** \
Once the card is processed, the terminal will display the Auth Code.
**Important Note**\
This step only authorises the funds—it does not complete the payment.\
To ensure the payment reaches your bank:
* You must perform a [**Charge Only**](/v200c-how-tos/how-to-process-charge-only) transaction later using the same Auth Code for the same amount.
* If this is not done, the authorisation will expire, and the customer’s funds will return to their account.
#### [Back to V200C - How To Guides](/v200c-how-tos)
# How to Process Charge Only
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Press the \* button.
3. **Select Charge Only** \
Choose Charge Only from the menu. You will return to the Sale screen, and above Enter Amount, it will now display Charge Only.
4. **Enter the Amount** \
Type the amount you wish to charge. Important: This must match the value from the original Authorisation Only transaction.
5. **Enter the Auth Code** \
Input the Auth Code from the previous Authorisation Only transaction.
6. **Present the Card** \
Insert, swipe, or tap the card when prompted.
7. **Complete the Charge** \
Once the card is processed, the terminal will confirm that the charge for the Auth Code has been successfully completed.
#### [Back to V200C - How To Guides](/v200c-how-tos)
# Submit Offline Transactions
**For Terminals on Version 2.10.0.10 and Above**
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Press the \* button.
3. **Go to Supervisor Menu** \
Select Supervisor and enter the password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
4. **Go to SAF Diagnostics** \
Select SAF Diagnostics.
5. **Send Offline Transactions** \
Select Send Offline Transactions.
If there are no offline transactions, the device will notify you. If there are offline transactions, they will be submitted automatically.
***
**For Terminals Below Version 2.10.0.10**
1. **Check Network Connection** \
Ensure the terminal is connected to the network ([Restart the network interface](/v200c-how-tos/restart-network-interface) if needed).
2. **Attempt Login** \
Log in to the terminal. This will trigger any stored offline transactions to be submitted.
3. **Update Terminal** \
To access SAF Diagnostics for manual submission, update your terminal to version 2.10.0.10 or above. Please refer to page 33 on the [Webcom Manual](/webcom-manual) to schedule a software update on the terminal.
#### [Back to V200C - How To Guides](/v200c-how-tos)
# How to Force a Heartbeat
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Press the \* button.
3. **Navigate to Supervisor** \
Press the down arrow until you see Supervisor, then select it.
4. **Enter Supervisor Password** \
Input the Supervisor password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
5. **Select Force Heartbeat** \
Choose Force Heartbeat from the options.
6. **Choose Heartbeat** \
Type Select either:
* *Regular Heartbeat*
* *Maintenance Heartbeat*
7. **Device Update** \
The terminal will now pull the latest information and packages from VHQ.
#### [Back to V200C - How To Guides](/v200c-how-tos)
# Reprint Receipt
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Press the \* button.
3. **Navigate to Reprint Receipt** \
Press the down arrow until you see Reprint Receipt, then select it.
4. **Choose Receipt** \
Type Select either:
* *Merchant*
* *Customer*
The terminal will then reprint the chosen receipt.
#### [Back to V200C - How To Guides](/v200c-how-tos)
# TMS Update
1. **Access the Sale Screen** \
After logging in, go to the Sale screen.
2. **Open the Menu** \
Press the \* button.
3. **Navigate to Supervisor** \
Press the down arrow until you see Supervisor, then select it.
4. **Enter Supervisor Password** \
Input the Supervisor password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
5. **Perform TMS Update** \
Select TMS Update to start the update process.
#### [Back to V200C - How To Guides](/v200c-how-tos)
# How to Find MAC Address
1. **Enter Supervisor Menu** \
Go to Supervisor and enter the PIN (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](/webcom-manual).
2. **Open Communication** \
Menu Select Communication.
3. **Access More Options** \
Tap More at the bottom of the screen.
4. **Check Status** \
Select Status.
5. **View Connections** \
Choose Connections.
6. **Select Connection Method** \
Pick the connection type you are using (e.g., Wi-Fi or Lan).
7. **Locate MAC Address** \
The MAC address will be displayed at the bottom of the screen.
#### [Back to V200C - How To Guides](/v200c-how-tos)
# How to Check Terminal IP's on Device
To locate the IP's your terminal is currently using please follow the guide below;
* **Open the Main Menu** \
Press the \* button on the terminal keypad or tap the Verifone banner.
* **Go to Supervisor Menu**\
Select Supervisor and enter the password (default is 12345, unless changed). If you have amended this please refer to page 43 on the [Webcom Manual](https://app.gitbook.com/o/uOpE0pwQaikBOHcfkMgY/s/pUJaNgtAXFm3tYpzxsyj/).
* **Open Communication** \
Select Communication.
* **Selecting Connection Method** \
Select your method of connection.
* **Open Status**\
Select Status.
* **Open IPV4** \
Select IPV4.
* **View Terminal IP's** \
You will now be able to see the terminal IP's on the device.
#### [Back to V200C - How To Guides](/v200c-how-tos)
# How to Reboot the a V200C
Follow the steps below to restart or power off your terminal safely
{% stepper %}
{% step %}
#### Initiate the Menu
Press and hold the **Red X** button for **10 seconds**.
{% endstep %}
{% step %}
#### Choose an Option
When the menu appears, select either:
* **Restart** – to reboot the terminal, or
* **Shutdown** – to power the terminal off completely
{% endstep %}
{% step %}
#### Powering Back On
If you selected **Shutdown**, simply press and hold the **Green O** button to switch the terminal back on.
{% endstep %}
{% endstepper %}
#### [Back to V200C - How To Guides](/v200c-how-tos)
# Waiting For Merchant Login
**Terminal is Integrated**\
If the terminal is integrated but stuck on the “Waiting for Merchant Login” screen, it means the terminal is not receiving a login command.\
Check the following:
* **Send a Transaction**\
To begin a sale, send the transaction from your EPOS system. This will automatically prompt the terminal to log in, connect, and display the sale so you can continue with the payment.
* **Verify Network Connection**\
Ensure the terminal is connected to the network. [(Network Restart Guide)](/p400-how-tos/restart-network-interface)
* **Check IP Configuration in EPOS Software**\
Confirm the terminal has the correct IP addresses entered. [(IP Setup Guide)](/p400-connections/ip-setup-guide)
* **Confirm Login Command Format**\
Ensure the EPOS system is sending the login command in the correct format. If you are unsure of this please obtain you EPOS logs from your EPOS provider and [Contact Support](https://my.verifone.com/s/supportbyemail).
***
**Terminal is NOT Integrated**\
If the terminal is not integrated but shows “Waiting for Merchant Login”, integration mode is enabled, which prevents manual login.\
To disable integration and allow manual login please see the [Standalone Mode Guide](/p400-how-tos/standalone-mode).
# Unable To Connect To Host
If the device is unable to connect to the network, please follow the [Restart Network Guide](/p400-how-tos/restart-network-interface).
# Reports Failed on the Terminal
1. **Check for Transactions** \
Ensure the terminal has processed transactions today. You can verify this via Webcom – refer to page 73 in the [Webcom Manual](/webcom-manual).
2. **Check Account Name for Special Characters** \
Make sure the account name does not contain special characters (e.g., &, /, -). To check and amend, refer to page 29 in the [Webcom Manual](/webcom-manual).
3. **Apply a Configuration Update** \
If you changed the account name in Webcom, mark your terminal(s) for a [configuration update](/webcom-tms/terminals/configuration-update).
4. **Reboot the Terminal** \
Once the update is complete, reboot the terminal(s) and try generating the report again.
---
[Next Page](/llms-full.txt/1)
No Action Required
Action Required