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PAX A920 Setup Guide for Heartland Retail (Canada)

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PAX A920 Setup Guide for Heartland Retail (Canada)

Overview 

This article describes how to configure Heartland Retail to use the PAX A920 device to process payments. The A920 terminal is an Android based, multilane transaction processing and mobile smart terminal. This service is only supported by Global Payments processing.
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To function properly, the device must be loaded with a Special PAX Store template for Heartland Retail. 

PAX devices are set up in BroadPOS or PAXStore with a pre-configured template for Heartland Retail.  We recommend you make any adjustments at the device level in the Portico BroadPOS application also be reflected at PAXStore level to ensure that, if the device’s firmware is ever updated or changed, those updates will include the site-specific settings. If they are not set at the PAX Store level, your settings will be overwritten by any downloads.

If you have any questions or concerns regarding the PAX device, please call the Global Payments Help Desk (1 888 682-3309, option 1)

Communication

WIFI Configuration

Since the A920 is an Android device, WIFI settings are managed locally directly on the device. 

  1. Power ON the device by holding down on the power button on the right side of the device until the screen lights up
  2. Select Settings icon on the main screen
  3. Enter password (pax9876@@), select the checkmark on the bottom of the keyboard, then select OK
  4. Select WIFI 
  5. Select your WIFI network
  6. Enter your password and select Connect (tip: use “show password” option to display password)
  7. Once connected, under the SSID, the screen will display the word “connected” (tip: Authentication error means there is an error in the password entered)
  8. To get the IP address, select the network and the unit will display IP address along with other information such as status, signal strength and frequency

To set DHCP type to static

  1. Long press on the network
  2. Select Modify Network
  3. Select Advanced Options
  4. Select the DHCP type and set it to Static. Once set to static, more fields will appear below.
  5. Fill in the fields - IP address, Gateway, Network prefix length, DNS 1 and DNS 2 (tip: scroll down to see the fields to be filled in)
  6. Select Save 

Note: 4G/SIM is supported on the A920 in Standalone mode only. For integration, the unit must be connected to WIFI. 

Ping Test

  1. Go to the Portico Canada application
  2. Select the menu option on the top right corner
  3. Enter password and press Enter (for details on setting a password, please refer to the Changing app password section of this document). Note: The password for the Portico BroadPOS app is different from the password to access the Android Settings menu of the device used to configure WIFI.
  4. Select Communication
  5. Select Ping
  6. Select Confirm
  7. The terminal will confirm Ping, then select OK to finish Ping test

Broadpos Portico App

App update

A GP Help Desk agent can activate a download in the PAX terminal management system remotely. As long as the terminal is connected to WIFI, the download will automatically initiate on the terminal. Since a settlement is required for the changes to apply, once the Portico BroadPOS app is opened post-download, if there is an open batch, the terminal will prompt for the following: “To apply update, please close the current batch. Do you want to close now?” with the options of “Yes” and “No”. Please select Yes.

Changing app password

Note: Terminals will require an override code to access the BroadPOS Portico application settings menu. Please reach out to Global Payments Help Desk (1 888 682-3309, option 1) to be provided with the override code.

  1. Select the menu option on the top right of the Portico BroadPOS app
  2. Enter current password or override code and select Enter. 
  3. Select Merchant Settings
  4. Scroll down to find Manager Password and select it
  5. Enter new password, and enter new password again, then select Confirm

Demo mode

  1. Select the menu option on the top right of the Portico BroadPOS app
  2. Enter password and select Enter
  3. Select Operation Settings
  4. Use the toggle bar on the right of Demo Mode to enable or disable Demo mode

Enabling/Disabling Printing

To enable or disable printing, follow these steps:

  1. From the Portico application main screen, select the Menu icon in the upper right corner, enter the manager password.
  2. Select Operation Settings.
  3. In Print Support, select Enable or Disable, depending on preference.

Configuring PAX A920 with Heartland (GP) Retail

Make sure your device is plugged into a power source and is connected to your store's network, either via Wifi.

Activate Heartland Gateway

In order to start processing transactions with Heartland, you need to activate it in your account.

  1. Log in to your Heartland Retail account and go to Settings > Credit Cards > Location, selecting the location in which you are using your new device.
  2. Click the Add Gateway button.
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  3. Click the Choose link under the Heartland logo.
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  4. Fill in the information required on the form. The information will be provided to you by the Dealer Account Manager. The subject line containing the required credentials will include “Enterprise Hub: Activation notice / Carrefour d’affaires : Avis d’activation”.
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Sync your Device

  1. In the Point of Sale left menu, click the Settings option as shown below.mceclip3.png
  2. In the Settings popup, select PAX Payment Terminal from the Payment Devices dropdown. The device should have a pre-configured IP address.
  3. For the PAX A920, the Portico App must be open on the device, as described in the following section, for up to 30 seconds in order for the device to appear in the list.
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  4. The Portico App must remain open during transactions in order for the device to detect that a sale is in progress.

You are now ready to process credit cards and your new payment device.

Payment Signature Capture

When connected with the PAX devices via Heartland processing the signature capture

will be enabled by default. In order to disable signature capture, you can do that for

each individual station by going to the Settings -> Location -> Station page to disable

signature capture for that station

Completing SI Payment Transactions

  1. The following procedures describe how to process a credit card transaction with the A920 device. 
  2. In the POS, select an invoice to pay and then select a credit card payment.
  3. Select Add Payment
  4. Select the card type (credit/debit)
  5. Tap or insert card to process payment

Note: tap is on the top of the PAX device rather than on-screen

Processing a Return

Processing a Return through the POS

Returns are processed in the same way as a sale and can be returned against a previous sale ticket.

  1. From the POS - Click the “Menu” button (the button with the three lines on the top left corner of the screen) to open the left menu panel.
  2. Click the “Find Ticket” button on the left menu panel.
  3. Search for the original transaction by ticket number or customer name
  4. Click the “Return” button.
  5. To return each item on the ticket, change the quantity from “0” to “-1.” The ticket line will automatically turn red to indicate that the item is being returned. You can also use the “Switch to Return” function located in the dropdown menu to the left of the item on the ticket line.
  6. When you have finished returning items to the ticket, click the “Tender” button to process the customer refund. You have the option to issue the return with a tendering method that is different from the original payment.
  7. When you have finished adding payments to the ticket, click the “Complete” button to complete the return.
  8. Once the ticket is completed, a receipt will print and the return will be processed.

More info can be found on the Heartland Help Site here. 

Other Considerations

Disabling Sleep Mode (Android Settings)

  1. Select the Android Settings application
  2. Enter password PAX9876@@
  3. Select Display
  4. Select Sleep
  5. Select Never

Setting Time Zone (Android Settings)

  1. Select the Android Settings application
  2. Enter password PAX9876@@
  3. Select Date and Time
  4. If the time zone is incorrect, disable automatic time zone
  5. Select the correct time zone

Note: Please do not change the actual time, only make adjustments to time zone if necessary

Changing auto settle time

Aside from EOD on the POS, Auto settlement is set at 2 levels: on the PAX terminal (auto-clear batch), and at the host Portico level (auto batch close). The default auto settlement time is 23:55. If a different settlement time than the default is required, please reach out to Global Payments Help Desk (1 888 682-3309, option 1) to adjust the settlement time at the host and PAX terminal management system levels. 

Override code not working

Since the override code is date-specific, please follow the steps in the "Setting Time Zone (Android Settings)" section of this article to ensure the time zone is correct.