Ingenico IPP350

Ingenico IPP350

Requirements

STX Version Requirement: STX 3.1 v300

OS X Version Requirement: OS X 10.9.5 or higher
      • If on El Capitan 10.11, the version must be 10.11.6

Always apply version updates for your specific OS X. Never upgrade to a new OS X without confirming STX compatibility first. Contact the Support department for more information.



Activating Ingenico IPP350

Start with STX completely closed and the IPP350 unplugged from the computer.

Go to the STX menu and select the Quit option to completely close STX. 

IMPORTANT NOTE: If STX is still running before starting the activation process, or the IPP350 is plugged in before it is necessary, the activation will not be successful. Without proper activation, you will not be able to process credit cards.

Plug the Ingenico IPP350 terminal into the computer.

The terminal will boot up and run through a series of screens until it stops at the point of asking for the RNID. This process take between 20 – 30 seconds.

The following information was emailed to you from your merchant services representative after setting up your merchant account.
  1. Enter the 4-digit RNID number and press the green button.
  2. Enter the 5-digit Zip Code and press the green button.
  3. Enter the 10-digit Activation Code and press the green button.

The IPP350 will state Activating Device. 

Launch and log into the STX Software. 

After logging into the STX Software, the terminal will go through a series of screens stating the following:
  1. Settings Saved
  2. Checking in Device
  3. Getting Profile Info

Once the activation process is complete the terminal will revert to the Payment Mate screen. 

Unplug the Ingenico IPP350 terminal and completely close STX by going to the STX menu and selecting the Quit option. 

The terminal is now activated and ready to use with the STX Software. 

Plug the Ingenico IPP350 terminal back into the computer.

The terminal will boot up and run through a series of screens until it stops at Checking in Device. 

Once the terminal reads Checking in Device launch the STX Software, but do NOT log into the STX Software.

The terminal will show Getting Profile Info and then revert to the Payment Mate screen. The terminal is now connected and ready to use with STX. You may now enter your Employee ID and Password to log into the STX Software.

IMPORTANT INFORMATION: The Ingenico IPP350 terminal must be rebooted each day. 

END OF DAY:
  1. Completely close STX by going to the STX menu and selecting the Quit option.
  2. Unplug the Ingenico terminal from the computer. 

NEXT MORNING:
  1. Replug the Ingenico terminal into the computer.
  2. Wait until you see the message Checking In Device on the terminal screen.
  3. Launch the STX software but don’t login.
  4. Wait until you see the Payment Mate message on the terminal screen.
  5. Log into STX.


Processing without the Tip Line option included

STX allows the option for including Tips for electronic payments. Go to Setup > General > Merchant.

When the option Receipts Include Tip Line for Electronic Payments is not checked, there will not be an option for including a tip when processing the electronic payment. Use the following steps to process an electronic payment using the Ingenico IPP350
  1. Create a new ticket or open an existing unpaid ticket. Go to the Payments tab.
  2. Select the appropriate credit card payment type. The credit card processing drop-down sheet will appear.
    1. You will notice the CC Number field is not editable and displays Ingenico Attached.
    2. Click the Charge button
  3. The terminal will light up allowing you to do one of the following:
    1. Swipe the credit card without a chip
    2. Dip/Insert the credit card  with a chip
    3. Press the F1 button to manually enter a credit card
  4. Once you have swiped, inserted or manually entered the card, the Ingenico IPP350 will ask what type of processing to perform. You must select the credit option. 
    1. If a Debit card with Credit capabilities is being used, only choose the first credit option listed. 
      1. Example:
      2. 0 – VISA DEBIT (or MC DEBIT)
      3. 1 – US DEBIT
  5. Hit the green button to select the first choice, VISA DEBIT (or MC DEBIT).
  6. Authorize the amount displayed on the screen by pressing the green button.
  7. The terminal will finish processing the transaction. 
    1. If the credit card was swiped you will get a Charge Accepted screen in STX. 
    2. If the credit card was dipped/inserted, you will need to wait until the terminal prompts you to REMOVE CARD. 
  8. After removing the card from the terminal, you will get a Charge Accepted screen in STX. 
  9. Select OK on the Charge Accepted screen in STX. 
  10. The ticket will already be in the saved state. Simply close the ticket and proceed with the next transaction.
    1. If you require the client to sign a receipt, check the Print Receipt checkbox prior to closing the ticket. 
    2. With any screen on the Ingenico IPP350 terminal, you have 30 seconds to take action before the terminal times out and reverts back to the Payment Mate screen. 
    3. At any time, click the red button on the terminal to cancel the transaction. 


Processing with the Tip Line option Included

STX allows the option for including Tips for electronic payments. Go to Setup > General > Merchant.

When the option Receipts Include Tip Line for Electronic Payments is checked, there will be an option for including a tip when processing the electronic payment. Use the following steps to process an electronic payment using the Ingenico IPP350.
  1. Create a new ticket or open an existing unpaid ticket. Go to the Payments tab.
  2. Select the appropriate credit card payment type. The credit card processing drop-down sheet will appear.
    1. You will notice the CC Number field is not editable and displays Ingenico Attached.
  3. Click the Charge button
  4. The terminal will light up allowing you to do one of the following:
    1. Swipe the credit card without a chip
    2. Dip/Insert the credit card  with a chip
    3. Press the F1 button to manually enter a credit card
  5. Once you have swiped, inserted or manually entered the card, the Ingenico IPP350 will prompt for Tip Entry.
  6. Use the following keys to add a Tip value:
    1. F1 – 15% F2 – 18% F3 – 20% F4 – 23% # - Manual Entry 
  7. Press the green button when complete.
  8. Once you have selected/entered the appropriate tip amount, the Ingenico IPP350 will ask what type of processing to perform. You must select the credit option. 
    1. If a Debit card with Credit capabilities is being used, only choose the first credit option listed.
      1. Example:
      2. 0 – VISA DEBIT (or MC DEBIT)
      3. 1 – US DEBIT
  9. Hit the green button to select the first choice, VISA DEBIT (or MC DEBIT).
  10. Authorize the amount displayed on the screen by pressing the green button.
  11. The terminal will finish processing the transaction. 
    1. If the credit card was swiped you will get a Charge Accepted screen in STX. 
    2. If the credit card was dipped/inserted, you will need to wait until the terminal prompts you to REMOVE CARD. 
  12. After removing the card from the terminal, you will get a Charge Accepted screen in STX.
  13. Select OK on the Charge Accepted screen in STX. 
  14. The ticket will already be in the saved state. Simply close the ticket and proceed with the next transaction.
    1. If you require the client to sign a receipt, check the Print Receipt checkbox prior to closing the ticket.
    2. With any screen on the Ingenico IPP350 terminal, you have 30 seconds to take action before the terminal times out and reverts back to the Payment Mate screen. 
    3. At any time, click the red button on the terminal to cancel the transaction.


Processing a Refund

Use the following steps to process a Refund using the Ingenico IPP350.

  1. Create a new ticket or open an existing unpaid ticket to add the Refund items. 
  2. Go to the Payments tab.
  3. Select the appropriate credit card payment type. The credit card processing drop-down sheet will appear.
    1. You will notice the CC Number field is not editable and displays Ingenico Attached.
    2. Enter the amount to Credit (Must be a negative number)
    3. Tab out of the amount field to activate the Credit button.
  4. Click the Credit button
    1. The terminal will light up allowing you to do one of the following:
      1. Swipe the credit card without a chip
      2. Dip/Insert the credit card  with a chip
      3. Press the F1 button to manually enter a credit card
  5. Once you have swiped, inserted or manually entered the card, the Ingenico IPP350 will ask what type of processing to perform. You must select the credit option. 
    1. If a Debit card with Credit capabilities is being used, only choose the first credit option listed. 
      1. Example:
      2. 0 – VISA DEBIT (or MC DEBIT)
      3. 1 – US DEBIT
  6. Hit the green button to select the first choice, VISA DEBIT (or MC DEBIT).
  7. Authorize the amount displayed on the screen by pressing the green button. The amount will be in parenthesis denoting a negative value. 
  8. The terminal will finish processing the transaction. 
    1. If the credit card was swiped you will get a Credit Accepted screen in STX. 
    2. If the credit card was dipped/inserted, you will need to wait until the terminal prompts you to REMOVE CARD. 
  9. After removing the card from the terminal, you will get a Credit Accepted screen in STX. 
  10. Select OK on the Credit Accepted screen in STX. 
  11. The ticket will already be in the saved state. Simply close the ticket and proceed with the next transaction.
    1. With any screen on the Ingenico IPP350 terminal, you have 30 seconds to take action before the terminal times out and reverts back to the Payment Mate screen. 
    2. At any time, click the red button on the terminal to cancel the transaction.


Troubleshooting Ingenico

Question: I rebooted my computer and now the Ingenico is not working. What do I do?

Answer: The terminal did not reconnect during the reboot. This could also be the case after losing and restoring an internet connection, or possibly at any time during the day. The terminal needs to be rebooted.  

Always pay attention to the terminal during the reboot process. Do not launch the STX software until you see Checking In Device on the terminal screen. If you don’t see that message, the terminal has timed out and needs to be rebooted. 
  1. Completely close STX by going to the STX menu and selecting the Quit option.
  2. Unplug the Ingenico terminal from the computer. 
  3. Wait approximately 30 seconds.
  4. Replug the Ingenico terminal into the computer.
  5. Wait until you see the message Checking In Device on the terminal screen.
  6. Launch the STX Software but don’t login.
  7. Wait until you see the PaymentMate or Welcome message on the terminal screen.
  8. Log into STX.

If you wait to launch the STX Software until the PaymentMate or Welcome message appears on the terminal screen, you have waited too long. You must launch the STX Software at the time the Checking In Device message appears on the terminal screen.


Question: Manual Entry is processing, but the swiping or inserting are not. What do I do?

Answer: The terminal is working and so is the account if a manual entry is processing as expected. However, the terminal may need to be rebooted if swiping or inserting are failing. If rebooting the terminal does not solve the issue, the card itself does not allow for the chip to work. This is something the issuing bank has to resolve. The cardholder should contact their bank to let them know the challenges when using the card.

Question: Only swiping is working, but not inserting. What do I do?

Answer:  The terminal is working and so is the account if a the swiping is processing as expected. However, the terminal may need to be rebooted if inserting the card is failing. If rebooting the terminal does not solve the issue, the card itself does not allow for the chip to work. This is something the issuing bank has to resolve. The cardholder should contact their bank to let them know the challenges when using the card.

Question: I am getting a message “Ingenico not ready” when trying to process a payment in STX. What do I do?

Answer: Try rebooting the terminal. If you still receive the “Ingenico not ready” message, reboot the computer. When the computer is rebooted, reboot the terminal again.