My PDQ

My PDQ, PDQ Classic & Combined reader, 1-2-1 Portable terminal, Countertop, PDQ Classic terminal

Welcome to the Payment Acceptance support and advice pages. Here you’ll find all the information you need to help you get the most from your product or solution.

From technical solutions and general help and advice to useful phone numbers and terminal reference guides, it’s all in one place and designed to make the process of accepting payments simple.

Installation

Need help setting up your product?
Click below for an easy, step-by-step guide to installing your terminal.

PDQ Classic

How to install your PDQ Classic terminal

This should take about 5-10 minutes.

Before you start, please make sure you have your Merchant Number to hand. You’ll find it on your welcome letter or on the plate on your manual printer.

1. Once the terminal is powered up it will display "Terminal Installation. Plug in Phone Line". Make sure your phone cable is securely plugged into your phone line and press the green ENTER button. Terminal installation
2. Your terminal will prompt "Dial Prefix required?"

Option 1: If your terminal is connected via a direct line, select NO by pressing the yellow CLEAR button.

Option 2: If your terminal is connected to a switchboard/PABX, select YES by pressing the green ENTER button. If you select this option, key in the number used to get an outside line (this is usually 9) followed by the green ENTER button.
Dial prefix required
3. Your terminal will now prompt "Does the Tel. line have Call waiting or 1571?" If your telephone line has either of these services press the green ENTER button. If not, press the yellow CLEAR button. Does the Tel line have a Call waiting or 1571
4. Key in your Merchant Number and press the green ENTER button. Terminal installation Key in Merchant No
5. Your terminal will now display "Dialling GEMS" and shortly after "Contacting GEMS" followed by a series of different messages. This display shows that the terminal is loading your Merchant details. Contacting GEMS Self install
6. Your terminal will print a receipt to show that the configuration is complete.
7. Your terminal will now contact the card companies for each of the card types your terminal will accept and will print another receipt to confirm card acceptance. Terminal Installation Dialling <Acquirer name> Please wait…
8. Your terminal will then contact GEMS again to report the installation has been successful.
9. Your terminal will now display the READY prompt. It is now ready for you to use. READY <Date> Merchant Number: <Your Merchant Number>

Problems with the installation of PDQ Classic

TERMINAL DISPLAY PROMPT POSSIBLE CAUSES WHAT TO DO
Contacting GEMS
Line Disconnected
Check Telephone Line
Press Clear to Redial
The telephone cable is not plugged into the socket. Connect the telephone cable and then press the yellow CLEAR button to continue.
Installation Failed
Restart Install?
Enter = YES Clear = NO
Key in Function Code and then
press ENTER
There has been a problem with the installation of your terminal. Press the green ENTER button to select YES and restart the installation process. After three attempts the terminal will prompt you to contact the Helpdesk.

Do not select NO as this will ask for a function code – this should only be used under direction of the helpdesk

Read PDQ Classic Quick set-up and fast facts guide

PDQ Classic & Combined Reader

How to install your pdq classic terminal and combined reader

This should take about 5–10 minutes.

Before you start, please make sure you have your Merchant Number to hand. You’ll find it on your welcome letter or the plate on your manual imprinter.

1. Once the terminal is powered up it will display "Terminal Installation. Plug in Phone Line". Make sure your phone cable is securely plugged into your phone line and press the green ENTER button. Terminal installation
2. Your terminal will prompt "Dial Prefix required?"
Option 1: If your terminal is connected via a direct line, select NO by pressing the yellow CLEAR button.

Option 2: If your terminal is connected to a switchboard/PABX, select YES by pressing the green ENTER button.

Dial prefix required
. Your terminal will now prompt "Does the Tel. line have Call waiting or 1571?" If your telephone line has either of these services press the green ENTER button. If not, press the yellow CLEAR button. Does the Tel line have a Call waiting or 1571
4. Key in your Merchant Number and press the green ENTER button. Terminal installation Key in Merchant No
5. Your terminal will now display "Dialling GEMS" and shortly after "Contacting GEMS" followed by a series of different messages. This display shows that the terminal is loading your merchant details. Contacting GEMS Self install
6. Your terminal will print a receipt to show that the configuration is complete. Terminal Installation Dialling <Acquirer name> Please wait…
7. Your terminal will now contact the card companies for each of the card types your terminal will accept and will print another receipt to confirm card acceptance.
8. Your terminal will then contact GEMS again to report the installation has been successful.
9. It is now time for the combined reader to be installed. When you see this display press the green ENTER button. Hardware Serial Validation Required Press ENTER
10. Your terminal will now dial GEMS to validate the combined reader serial number. Dialling GEMS Tel.: <GEMS Tel. No> DPP xxx Prefix NONE Please Wait...
11. Your terminal will then display: Contacting GEMS HW SWOP OUT In Progress Please Wait...
12. Once the call to GEMS has completed the installation of the combined reader is complete.
13. Your terminal will now display the READY prompt. It is now ready for you to use. READY <Date> Merchant Number: <Your Merchant Number>
14. The combined reader will display "Barclaycard". The indicator on the left-hand side of the reader will flash approximately every five seconds. Barclaycard

Problems with the installation of your PDQ classic terminal and combined reader

TERMINAL DISPLAY PROMPT POSSIBLE CAUSES WHAT TO DO
Installation Failed Restart Install?
Enter = YES Clear = NO
Key in Function Code and then
press ENTER
There has been a problem with the installation of your terminal. Press the green ENTER button to select YES and restart the installation process. After three attempts the terminal will prompt you to contact the helpdesk.

Do not select NO as this will ask for a function code – this should only be used under direction of the helpdesk.
Contacting GEMS
Line Disconnected
Check Telephone Line
Press Clear to Redial
The telephone cable is not plugged into the socket. Connect the telephone cable and then press the yellow CLEAR button to continue. If the problems persist, connect your telephone to this socket and check whether it has a dialling tone. If there is no tone then the fault might be with your socket and not the terminal

Read PDQ Classic and Combined reader quick set up and fast facts guide

PDQ Classic Summary VAT

How to install your PDQ Classic Summary VAT terminal

This should take about 5-10 minutes.

Before you start, please make sure you have your Merchant Number to hand. You’ll find it on your welcome letter or on the plate on your manual printer.

1. Once the terminal is powered up it will display "Terminal Installation. Plug in Phone Line". Make sure your phone cable is securely plugged into your phone line and press the green ENTER button. Terminal installation
2. Your terminal will prompt "Dial Prefix required?"

Option 1: If your terminal is connected via a direct line, select NO by pressing the yellow CLEAR button.

Option 2: If your terminal is connected to a switchboard/PABX, select YES by pressing the green ENTER button. If you select this option, key in the number used to get an outside line (this is usually 9) followed by the green ENTER button.
Dial prefix required
3. Your terminal will now prompt "Does the Tel. line have Call waiting or 1571?" If your telephone line has either of these services press the green ENTER button. If not, press the yellow CLEAR button. Does the Tel line have a Call waiting or 1571
4. Key in your Merchant Number and press the green ENTER button. Terminal installation Key in Merchant No
5. Your terminal will now display "Dialling GEMS" and shortly after "Contacting GEMS" followed by a series of different messages. This display shows that the terminal is loading your Merchant details. Contacting GEMS Self install
6. Your terminal will print a receipt to show that the configuration is complete.
7. Your terminal will now contact the card companies for each of the card types your terminal will accept and will print another receipt to confirm card acceptance. Terminal Installation Dialling <Acquirer name> Please wait…
8. Your terminal will then contact GEMS again to report the installation has been successful.
9. Your terminal will now display the READY prompt. It is now ready for you to use. READY <Date> Merchant Number: <Your Merchant Number>

Following the above installation process, the terminal now needs to be configured for Purchasing Cards. Please press the menu button twice and the “System Menu” will be displayed. Use the arrow key to highlight “Select Function” and press the green ENTER button. Key in 48 and press the green ENTER button, you will now be prompted to swipe your supervisor card. You can now personalise your terminal configuration as follows:

1. Merchant Set Up – Registers and stores your VAT number
2. VAT Rate – Set up/amendment VAT Rates
3. Commodity Codes – Personalise up to 10 Favourite Commodity Codes with their respective VAT Rates, for quick access while performing transactions.

Problems with the installation of your PDQ Classic Summary VAT terminal

TERMINAL DISPLAY PROMPT POSSIBLE CAUSES WHAT TO DO
Contacting GEMS
Line Disconnected
Check Telephone Line
Press Clear to Redial
The telephone cable is not plugged into the socket. Connect the telephone cable and then press the yellow CLEAR button to continue.
Installation Failed
Restart Install?
Enter = YES Clear = NO
Key in Function Code and then
press ENTER
There has been a problem with the installation of your terminal. Press the green ENTER button to select YES and restart the installation process. After three attempts the terminal will prompt you to contact the Helpdesk.

Do not select NO as this will ask for a function code – this should only be used under direction of the Helpdesk.

Read PDQ Classic summary VAT Quick set up and fast facts guide PDF

PDQ Portable

How to install your PDQ Portable terminal

This should take about 5-10 minutes.

Before you start, please make sure you have your Merchant Number to hand. You’ll find it on your welcome letter or on the plate on your manual printer.

Where to put your terminal

Your terminal uses Bluetooth short-range radio to communicate between the handset and the base unit. For best coverage we would recommend, where possible, keeping your terminal around 4 metres away from glass, lift shafts, mirrors, steel girders and metal objects. These objects, and other obstructions such as walls, doors and screens, will reduce the level of the radio signal.

Once you have installed your terminal

We suggest you carry out a test to establish the strength of signal from various locations within your premises. To do this you will need to complete a function 90 on your terminal ‘test radio link’. The handset will then print a high, medium or low reading and test number. If it indicates a low reading – i.e. a test number 180 or lower – you may experience ‘out of range’ signals when attempting transactions at this location. If so, you may wish to relocate your base unit to improve your signal strength and coverage.

1. Place the handset onto the base unit if you have not already done so. 
2. Your terminal will prompt you to ensure that the battery is charged prior to assigning the handset to the base unit. Press the green ENTER button to continue.
Note: The first charge of the battery should be for 16 hours. Transactions can still be performed providing the terminal is returned to the base unit to continue charging.
Charging... Terminal Install Press ENTER when ready to proceed
3. You will now need to assign the handset to the base unit. To begin the assignment process press the green ENTER button. Terminal Install Press ENTER to start Installation Proces
4. Your terminal will check the assignment of the base unit. This may take up to 2 minutes to complete. The terminal will confirm that this is successful. If the assignment fails 3 times you will be prompted to contact the Helpdesk. ASSIGN TO BASE  Base Assignment SUCCESSFUL
5. Your terminal will now display "Terminal Installation. Plug in Phone Line". Make sure your phone cable is securely plugged into your phone line and press the green ENTER button. Terminal Installation Plug in Phone Line and then press ENTER
6. Your terminal will prompt "Dial Prefix required?"
Option 1: If your terminal is connected via a direct line, select NO by pressing the yellow CLEAR button.
Option 2: If your terminal is connected to a switchboard/PABX, select YES by pressing the green ENTER button.
If you select this option, key in the number used to obtain an outside line (this is usually 9) followed by the green ENTER button.
Dial Prefix required?  Enter=YES   Clear=NO
7. Your terminal will now prompt "Does the Tel. line have Call waiting or 1571?" If your telephone line has either of these services press the green ENTER button. If not, press the yellow CLEAR button. Does the Tel. line have Call waiting or 1571? Enter=YES   Clear=NO
8. Key in your Merchant Number and press the green ENTER button. Terminal installation Key in Merchant No  and then press ENTER
9. Your terminal will now display "Dialling GEMS" and shortly after "Contacting GEMS" followed by a series of different messages. This display shows that the terminal is loading your merchant details. Contacting GEMS Self install <various messages will appear in this field> Please wait…
10. Your terminal will print a receipt to show that the configuration is complete.
11. Your terminal will now contact the card companies for each of the card types your terminal will accept and will print another receipt to confirm card acceptance. Terminal Installation Dialling <Acquirer name> Please wait…
12. Your terminal will then contact GEMS again to report the installation has been successful.
13. Your terminal will now display the READY prompt. It is now ready for you to use. READY <Date> Merchant Number: <Your Merchant Number>

Problems with the installation of PDQ Portable

TERMINAL DISPLAY PROMPT POSSIBLE CAUSES WHAT TO DO
Contacting GEMS
Line Disconnected
Check Telephone Line
Press Clear to Redial
The telephone cable is not plugged into the socket. Connect the telephone cable and then press the yellow CLEAR button to continue.

If the problems persist, connect your telephone to this socket and check whether it has a dialling tone. If there is no tone then the fault might be with your socket and not the terminal.
Installation Failed
Restart Install?
Enter = YES Clear = NO
Key in Function Code and then
press ENTER
There has been a problem with the installation of your terminal. Press the green ENTER button to select YES and restart the installation process. After three attempts the terminal will prompt you to contact the Helpdesk.

Do not select NO as this will ask for a function code – this should only be used under direction of the Helpdesk.

PDQ Portable PDF

1-2-1 Portable

how to install your 1-2-1 Portable terminal

This should take about 5-10 minutes.

Before you start, please make sure you have your Merchant Number to hand. You’ll find it on your welcome letter or on the plate on your manual printer.

Installation demo.

View our demo to find out how to install your 1-2-1 Portable terminal.

Where to put your terminal.

Your terminal uses Bluetooth short-range radio to communicate between the handset and the base unit. For best coverage we would recommend, where possible, keeping your terminal around 4 metres away from glass, lift shafts, mirrors, steel girders and metal objects. These objects, and other obstructions such as walls, doors and screens, will reduce the level of the radio signal.

Once you have installed your terminal.

We suggest you carry out a test to establish the strength of signal from various locations within your premises. To do this you will need to complete a function 90 on your terminal ‘test radio link’. The handset will then print a high, medium or low reading and test number.

If it indicates a low reading – i.e. a test number 180 or lower – you may experience ‘out of range’ signals when attempting transactions at this location. If so, you may wish to relocate your base unit to improve your signal strength and coverage.

1. Place the handset onto the base unit and press the green ENTER button. The terminal handset will now assign to the base unit. PLACE TERMINAL ON A BASE WITH A PHONE LINE and press ENTER
2. Your terminal will now display "Terminal Installation. Plug in Phone Line". Make sure your phone cable is securely plugged into your phone line and press the green ENTER button. Terminal Installation Plug in Phone Line And then press ENTER

3. Your terminal will prompt "Dial Prefix required?"


Option 1: If your terminal is connected via a direct line, select NO by pressing the yellow CLEAR button.


Option 2: If your terminal is connected to a switchboard/PABX, select YES by pressing the green ENTER button.
If you select this option, key in the number used to obtain an outside line (this is usually 9) followed by the green ENTER button.

Terminal Install Press ENTER to start Installation Process
Dial Prefix Required: Enter=YES   Clear=NO
4. Your terminal will prompt: "Does the Tel. Line have Call Waiting or 1571?" If your telephone line has either of these services press the green ENTER button. If not, press the yellow CLEAR button. Call Waiting or 1571? Enter=YES   Clear=NO
5. Key in your Merchant Number and press the green ENTER button. Terminal Installation Key In Merchant No. And then press ENTER
6. Your terminal will now Dial GEMS and display various messages. CONNECTION DIALLING
7. Your terminal will print a receipt to show that the configuration is complete.  
8. Your terminal will now contact the card companies for each of the card types your terminal will accept and will print another receipt to confirm card acceptance. Terminal Installation Connecting to <Acquirer name> Please Wait...
9. Your terminal will then contact GEMS again and the following message will be displayed: "Hardware Serial Validation Required press Enter". Press ENTER to continue. READY MERCHANT NUMBER: <Your Merchant No>>
10. Your terminal will now display the READY and also the Barclaycard logo. It is now ready for you to use.  

Problems with the installation of 1-2-1 Portable

TERMINAL DISPLAY PROMPT POSSIBLE CAUSES WHAT TO DO
Contacting GEMS
Line Disconnected
Check Telephone Line
Press Clear to Redial
The telephone cable is not plugged into the socket. Connect the telephone cable and then press the yellow CLEAR button to continue. If the problems persist, connect your telephone to the socket and check whether it has a dialling tone. If there is no tone then the fault might be with your socket and not the terminal.
Installation Failed
Restart Install?
Enter = YES Clear = NO
Key in Function Code and then
press ENTER
There has been a problem with the installation of your terminal. Press the green ENTER button to select YES and restart the installation process. After three attempts the terminal will prompt you to contact the Helpdesk.

Do not select NO as this will ask for a function code – this should only be used under direction of the Helpdesk.

Read 1-2-1 Portable quick set up and fast facts guide PDF

View our demo to find out how to install your 1-2-1 Portable terminal.

Countertop

How to install your Countertop terminal

This should take about 5-10 minutes.

Before you start, please make sure you have your Merchant Number to hand. You’ll find it on your welcome letter or on the plate on your manual printer.

Installation demo.

View our demo to find out how to install your Countertop terminal.

1. Once your terminal is powered up it will display "Terminal Installation. Plug in Phone Line". Make sure your phone cable is securely plugged into your phone line and press the green ENTER button. Terminal Installation Plug in Phone Line And then press ENTER
2. Your terminal will prompt "Dial Prefix required?"
Option 1: If your terminal is connected via a direct line, select NO by pressing the yellow CLEAR button.
Option 2: If your terminal is connected to a switchboard/PABX, select YES by pressing the green ENTER button.
If you select this option, key in the number used to obtain an outside line (this is usually 9) followed by the green ENTER button.
Dial Prefix Required? Enter=YES   Clear=NO
3. Your terminal will prompt "Does the Tel. Line have Call Waiting or 1571?" If your telephone line has either of these services, press the green ENTER button. If not, press the yellow CLEAR button. Does the Tel. Line have Call Waiting or 1571? Enter=YES   Clear=NO
4. Key in your Merchant Number and press the green ENTER button. Terminal Installation Key In Merchant No. And then press ENTER
5. Your terminal will now Dial GEMS and display various messages. CONNECTION DIALLING
6. Your terminal will now contact the card companies for each of the card types your terminal will accept and will print another receipt to confirm card acceptance Terminal Installation Connecting to <Acquirer name> Please Wait...
7. Your terminal will then contact GEMS again and the following message will be displayed: "Hardware Serial Validation Required press Enter". Press ENTER to continue.
8. Your terminal will then dial GEMS again to complete the terminal installation.
9. Your terminal will now display the READY prompt. It is now ready for you to use. READY MERCHANT NUMBER: <Your Merchant No>>
10. The terminal and combined reader will display the Barclaycard logo. The indicator on the top of the combined reader will flash approximately every 5 seconds.

Problems with the installation of Countertop

TERMINAL DISPLAY PROMPT POSSIBLE CAUSES WHAT TO DO
Contacting GEMS
Line Disconnected
Check Telephone Line
Press Clear to Redial
The telephone cable is not plugged into the socket. Connect the telephone cable and then press the yellow CLEAR button to continue. If the problems persist, connect your telephone to the socket and check whether it has a dialling tone. If there is no tone then the fault might be with your socket and not the terminal.
Installation Failed
Restart Install?
Enter = YES Clear = NO
Key in Function Code and then
press ENTER
There has been a problem with the installation of your terminal. Press the green ENTER button to select YES and restart the installation process. After three attempts the terminal will prompt you to contact the Helpdesk. Do not select NO as this will ask for a function code – this should only be used under direction of the Helpdesk.


1-2-1 Portable PDF


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Problem Solving

A simple, easy to follow 'how to' guide providing assistance on various aspects of accepting card payments and answers to frequently asked questions.

Not reading cards

All Barclaycard PDQ machines have the ability to process cards using chip and PIN. If your PDQ machine is not reading chip cards when they're inserted into the card reader:

  • Check that the card is being inserted correctly. To insert a chip card, the chip should be facing towards the terminal keypad. (The terminal can detect if a chip card has been swiped as a magnetic card and if the card has not been inserted previously). If the card is inserted the wrong way or there is a problems with the chip, the terminal will prompt for the card to be removed and reinserted. The terminal will prompt when the card is to be removed.
  • Try using a different chip card if possible. If the terminal reads this, then this would indicate that the chip on the Customer's card is damaged.
  • Turn the power off at the mains.
  • Leave the machine powered off for 2 minutes before switching back on.
  • Once the machine has powered up, try inserting your pin training card to see if you can complete a test transaction for £1 – if you can, the problem is resolved.


If the problem isn't resolved

Dust and dirt can affect your machine's ability to read cards, so you could try the following:

  • Blow into the chip reader to remove any debris.
  • Gently tap the machine near the reader to dislodge any larger bits of debris.
  • Try a test transaction for £1 using your PIN training card.
  • If the problem continues, insert your chip cleaning card into the card reader and move it backwards and forwards a few times to clear any remaining dirt.
  • Retry the test transaction as above.

If you see the message 'general chip error'

This usually means that the problem relates to the memory of the PDQ machine rather than the chip reader.

  • Try powering the machine off again for a further 2 minutes before powering back on.
  • Once the machine powers on try inserting your PIN training card.
  • If you can process a test transaction for £1 the problem has been resolved.

Frozen display

PDQ machines are sensitive to environmental changes such as power cuts, power surges and static electricity which can cause the machine to freeze on the same screen and become unresponsive.

  • Turn the machine off at the power source and leave it off for 5 minute.
  • Turn the machine back on.
  • If the PDQ machine froze during a sale, the machine may print off a receipt showing 'transaction void' – in this case, if the machine is operational again, the transaction will need to be reprocessed.

If the problem isn't resolved

If the screen is still frozen, check the connections and cables for signs of any breakages or kinks. The power supply unit is the large rectangular box that the mains cable plugs into; ensure the cable from the plug socket is securely inserted into this.

Finally, check the back or underside of the PDQ machine to ensure all connections are firmly in place and not loose or damaged. Next:

  • Turn the power off and then on again.
  • When the machine powers back on, wait 10 seconds before pressing any of the keys.
  • Then, try pressing the menu button.
  • Or, insert your PIN training card and perform a test transaction.
  • If the machine is close to other electrical equipment try moving at least one foot away.

Installation problems

Need help setting up your product?
Click below for an easy, step-by-step guide to installing your terminal.

Terminal failure/Alert Eruption

Depending on your type of PDQ you could get the warning messages 'terminal failure' or 'alert eruption'.

These are responses that can appear on the screen of your PDQ and cannot be fixed so you’ll need to request a replacement machine.

However, there are measures you can take to reduce the likelihood of this happening.

  • Always ensure the terminal is handled carefully to avoid it being dropped.
  • Make sure it is positioned away from the edge of surfaces to avoid it being knocked or dropped.
  • Relocate the machine if it’s connected to a circuit prone to power cuts.
  • Use a surge protector to lower the chances of a surge causing terminal failure.
  • If used around liquids, avoid any spillages.

Store full

The "store full message" indicates that your machine is storing transactions in its memory because it's unable to dial out. The maximum number of transactions it will store is 5 per acquirer. Firstly, perform a function 83 on the machine, according to the type of machine you have:

Using a 5100 Classic/7770 or 7780 Portable PDQ/ICT250/EFT930

  • From the 'Ready' screen press the menu button twice until you see the menu.
  • Scroll down to select function and press enter.
  • Key in ‘83' and press enter.
  • The terminal will prompt you to swipe your supervisor card.
  • Check the status – if 'available', follow the onscreen steps to perform a GEMS call. Then perform a test transaction for £1 with your PIN training card. If this works, the problem is resolved. If the response is ‘unavailable' move onto the next steps below.

Next steps if problem is not resolved

  • If the words 'line disconnected' or 'line in use' appear, refer to our advice about communication problems, as these can cause a PDQ machine to store transactions in its memory.
  • If the words 'voltage read failure' appear on screen when performing a function 83, read our tips to help you deal with that too.

'Voltage Read Failure' on screen-7770 or 7780 Portable PDQ

This is caused by a build up of static electricity in the base unit which interferes in the connectivity between the hand set and base. Try the following:

  • Turn the power off at the mains for the base unit.
  • Power the base unit back on.
  • On the handset press "enter" to return back to ready.
  • If this is successful try Function 83.
  • If the PDQ shows "out of range" remove the battery from the handset.
  • Replace the battery in the handset.

You should now see the response 'available', and follow the on-screen instructions to perform a GEMS call, then perform a test transaction for £1 using your PIN training card. If successful, the problem has been resolved.

If the response is 'voltage read failure', you may need to repeat this step up to three times.

If the PDQ terminal still shows 'voltage read failure' then please call us to arrange to swap the base unit.

'Voltage Read Failure' on screen-5100 Classic PDQ

This is caused by a build up of static electricity in the base unit which interferes in the connectivity between the hand set and base. Try the following:

  • Turn the power off at the mains for 1 minute.
  • Power the unit back on – the display will return to the ready prompt.
  • Perform a Function 83.


You should now see the response 'available', and follow the on-screen instructions to perform a GEMS call, then perform a test transaction for £1 using your PIN training card. If successful, the problem has been resolved.

If the response is 'voltage read failure', you may need to repeat this step up to three times.

If the PDQ terminal still shows 'voltage read failure' then please call us to arrange to swap the base unit.

Radio link disabled

The portable handset is designed to work off the base unit. Occasionally you may find the message, 'radio link is disabled – terminal must be used on the base'. This message indicates that the portable functionality of the handset has become temporarily unavailable as the connectivity between handset and base is not enabled.

Sometimes this message will not be displayed, but another sign of this being an issue is a downwards pointing arrow where you would normally find a signal strength indicator, or the PDQ machine displaying 'ready' when on the base and 'out of range' when lifted off the base.

  • Lift the handset off the base.
  • Press the up arrow, down arrow and cancel keys simultaneously for a couple of seconds and then release – this should force the machine to restart.
  • Before the handset restarts, put it back onto the base unit – this should cause the machine to display the message, 'radio link is disabled – enable 'yes/no?' – select 'yes' and press 'enter'.
  • This should resolve the problem and can be checked by looking in the top right hand corner of the screen for a radio strength indicator.

Further steps if the problem isn't resolved

If you find that the handset still only works on the base unit you can perform a function on the machine to try and fix this.

  1. Press menu twice until you see 'system menu'.
  2. Scroll down to select function and press 'enter'.
  3. Key in '36' and press 'enter'.
  4. When prompted swipe the supervisor card.
  5. 'radio set-up' – press enter for 'yes'.
  6. Scroll down to connect mode and press 'enter'.
  7. Key in 1 as the connect mode and press 'enter'.
  8. If the response is out of range, please follow the out of range guide.

Terminal dead

If your PDQ machine is powered off, but is still connected to the mains, disconnect it from the power supply. Check all the connections and cables for damage then test the power socket with a different piece of equipment to check whether the issue is with the power supply.

If the power supply is good, check that all the cables are connected securely into the back of the machine. Once you're confident the connections are securely in place, turn the power back on. If the PDQ machine loads up the problem has been resolved.

Further steps to try if the problem isn't resolved

If after turning the power back on, you find nothing happens, the next step is to check the Power Supply Unit (PSU) – the black box the mains lead plugs into. If it feels warm, call the helpdesk as this means that electricity is passing through the PSU normally, and the machine is not working.

If you touch the unit and it feels cold, despite being connected for at least 30 minutes, the machine will need replacing.

If the PSU feels very hot, power the machine off immediately at the mains and call our helpdesk.

Communications problems

PDQ machines require an analogue telephone line with a clear uninterrupted dial tone to dial out for downloads, updates and to process transactions. If you’re experiencing connection problems, read the handy hints below to help resolve the issue.

There are some telephone services that may interrupt the dial tone, for example, the 1571 answer service. If there are messages waiting, you’ll need to listen to these. Other services that can interrupt the dial tone are call waiting and call divert. These may need to be removed as they may affect the PDQ communicating for future transactions.

Also, your terminal won’t work on any line that has an alarm system, as this too will interrupt the dial tone.

If you have broadband on your telephone line then you’ll need an ADSL filter connected to all working telephone sockets on the line. The PDQ machine then plugs into the filter and uses the analogue signal on the line to dial out.

PDQ machines are not compatible with an ISDN line as these type of lines are purely digital and the PDQ can’t get a dial tone.

If an analogue phone is not working in the phone socket, then a PDQ terminal won’t either. You could try the following:

  • Unplug the PDQ from the telephone socket and plug an analogue phone in its place.
  • Check for a dial tone – if there isn’t one, it’s likely there’s a problem with the line and you’ll need to report it to your telecommunications provider.
  • If there is a dial tone, try calling 0844 822 2015, then 0800 385 5201 – both of these should connect you to a high pitched tone like a fax machine. If they don’t, then there may be a problem on the line.

Check your connections

  • If your PDQ is a portable it plugs into the 'ext line' socket on the base unit. Also check the cable has not been disconnected from the wall socket.
  • If your PDQ machine is wired it goes in the socket with the telephone symbol above it, which you’ll find on the underside of the machine. Also check the cable has not been disconnected from the wall socket.
  • If you have a line splitter in the socket to enable multiple devices to work simultaneously then try the first steps again by plugging a phone into the line splitter and dialling the above numbers. If the line is dead, this may mean your line splitter is faulty and you may need a replacement. Try removing the splitter and plugging the PDQ in the socket directly. If the PDQ still won’t connect, try another unshared telephone socket if available as 'line busy' will occur occasionally if other equipment shares the line and is using it.
  • If there is a problem with your telephone line you’ll need to contact your telecommunications provider.

Out of range

The Bluetooth signal between the handset and the base unit can be affected by environmental factors such as shiny surfaces like mirrors and metal worktops. The signal can also be affected if thick walls separate the handset from the base. These are factors you should consider when locating your base to avoid getting an 'out of range' response. 'Out of range' can be a result of other electronic devices interfering with signal quality between the handset and the base unit.

Try moving other portable handsets away from the one displaying the message. Also try to move the base unit away from tills, computers and fridges as these all produce an electro-magnetic field that can interfere with the signal.

If the message is still displayed, try assigning it to the base unit by performing the following on your PDQ machine:

  • Press 'MENU'.
  • Scroll down using the arrow keys to 'SELECT FUNCTION' and press 'enter'.
  • Key in '36' and press 'enter'.
  • When prompted swipe the supervisor card.
  • 'Radio set-up' – press 'enter'.
  • 'Assign to base' – press 'enter'.
  • Place the hand set on the base.
  • If the PDQ goes back to ready the problem is fixed, if it goes back to 'radio set up – assign to base' press 'CANCEL' and call our helpdesk.

Test transaction

All Barclaycard PDQ machines have the functionality to perform a test transaction. You can use this for training purposes or to check that the PDQ is working.

Please note that all test transactions should be for £1.00.

You will need your PDQ PIN training card from your card wallet (the PIN number is printed on the front of the card).

If your terminal is configured to accept Contactless payments, it will always expect you to enter the transaction amount first in order to start the transaction. If you terminal is not configured for Contactless payment, it will expect the card to be inserted first. Simply follow the instructions on your PDQ screen.

  • The terminal will then prompt for the PIN number which you'll find on the card.
  • Finally the terminal will connect and return a 'not authorised' message on the screen.
  • Please then follow the instructions on the screen to return to the READY prompt.

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Help & Advice

A simple, easy to follow 'how to' guide providing assistance on various aspects of accepting card payments and answers to frequently asked questions.

Processing a sale

If your terminal is configured to accept Contactless payments it will always expect you to enter the transaction amount first. Find out more about Contactless payments transaction flow.  
 
If your terminal is NOT configured for Contactless payments it will expect the Customer to insert their card into the PINpad to start the transaction. You should then enter the transaction amount and continue to follow the prompts on the screen. Find out more about card insert transaction flow. Find out more about card insert transaction flow.  
 

If your terminal is not chip and PIN capable the card will need to be swiped. Find out more about card swipe transaction flow. Find out more about card swipe transaction flow.
 

 

Processing a refund

IMPORTANT INFORMATION

If your terminal is NOT configured for Contactless payments it will expect the Customer to insert their card into the PINpad to start the transaction. You should then enter the transaction amount and continue from the ‘Checking Card’ prompt for the chosen transaction type.

At the READY prompt, press the MENU button which will take you to the Transaction Menu.

If your terminal is configured to accept Contactless payments it will always expect you to enter the transaction amount first.

If your terminal is NOT configured for Contactless payments it will expect the Customer to insert their card into the PINpad.

Key in the amount of the Refund and then press the GREEN ENTER button

Refund

Ask the customer to insert their card into the PINpad or pass the card to you to swipe through the terminal.

Insert or swipe card

The terminal will check the card. If a customer presents a card that supports multiple card schemes, you may be required to choose which card scheme to use.

Swipe PDQ Supervisor card.

PIN entry is not required on refunds.

The transaction will proceed as per a signature verified sale.

Swipe Supervisor Card

The terminal will prompt you to swipe your Supervisor Card.

Refund

Key in the refund amount and press the green ENTER button.

The terminal may prompt you to press the green ENTER button to obtain authorisation or it may do this automatically, depending on your product type.

Printing merchant receipt

The terminal will then print a merchant receipt before being prompted to confirm if the receipt printed successfully.

If a signature is required, press the green ENTER button to confirm the signature is ok or press the yellow CLEAR button to cancel the refund.

Printing customer receipt

The terminal will then print a customer receipt before being prompted to confirm if the receipt printed successfully.

 

End of day banking

You must carry out an end of day banking process at the end of each business day once the last customer has left the premises. By completing this process, your terminal connects to Barclaycard’s systems, processing all transactional data for that day.

  • At the READY prompt, press the MENU key twice. The system menu will now be displayed with the 'totals' option highlighted. Press the green ENTER button to select.
  • The 'End of Day Banking' option will now be highlighted. Press the green ENTER button.
  • Swipe the Supervisor Card through the terminal.
  • The terminal will display ‘End of Day Banking?’ Press the green ENTER button to select.
  • The terminal may give you two options. The first is to bank all by pressing the green ENTER button. The second option is to bank by each card company that your terminal is set up to accept individually by pressing the yellow CLEAR button. If you choose to bank by each card company you will need to select YES or NO as required. Just press either the green ENTER button or the yellow CLEAR button at each prompt.
  • Your terminal may now dial out to the various card companies that it is set up to accept.
  • Your terminal will now print an End of Day Banking report for your records.

Make sure you keep your End of Day Banking report as this will make reconciliation against your Barclaycard statement and Bank statement easier.

 

Authorisations & referrals

When you seek authorisation for a card payment, we check with the Card Issuer whether they will approve payment.

Our Authorisation department operates an automated Authorisation facility. If the system has not understood your input, you’ll be asked to repeat your information. If you continue to experience difficulties, your call will be routed to a Customer Service Advisor who will handle your enquiry.

Please ensure you have the following information to hand before calling:

  • Your Outlet/Merchant Number.
  • Card Number.
  • Expiry Date.
  • Amount of the transaction – ensure that you enter the correct amount.
  • Issuer number (if applicable).

When the system has captured all the transaction information, we’ll let you know the decision.

Authorisation from the Card Issuer is not a guarantee of payment nor does it confirm that the person who presents the card is the genuine cardholder. The Card Issuer can charge the card payment back to you even if it had been authorised – particularly where the correct procedure has not been followed. Please refer to the 'Card Not Present' and 'Security advice for accepting payments' sections for further information.

Referrals
On occasions, when processing transactions, the Card Issuer may generate a referral and you’ll be prompted by your terminal to call for authorisation.

A referral occurs when the Card Issuer requests Barclaycard to contact them before releasing a decision. Referrals can be generated, for example, when there’s been an unusual pattern of spending or a large transaction value has triggered the fraud detection methods in operation.

Our aim is to process the referral in a quick and efficient manner to minimise the time spent processing the transaction. On most occasions we’ll ask you to put the cardholder on the phone. Simply follow our Customer Service Advisor’s instructions, and once we have spoken to the presenter of the card and the Card Issuer, we’ll give you a decision.

Print a transaction log

To help with reconciliation or to confirm the status of a transaction, a log of the last 100 transactions can be produced. Here's how:

  • At the READY prompt, press the MENU button twice.
  • Using the 'Down Arrow' button, select the Select Function option and then press the green ENTER button.
  • The terminal will prompt you to enter a function code. Key in 16 and then press the green ENTER button. Swipe the Supervisor Card through the terminal.
  • The terminal will now display an acquirer. If you wish to print a transaction log for this acquirer press the green ENTER button; if not press the yellow CLEAR button and the next acquirer will be displayed.
  • Once you have selected an acquirer, the terminal will print a report detailing the last 20 transactions. If there are more transactions the terminal will display the CONTINUE prompt. If you want to continue, press the green ENTER button again and the terminal will print the next 20 transactions. (The CONTINUE prompt may be displayed up to four times to produce a log of the last 100 transactions.)
  • The terminal will now provide you with the option to print a transaction log for another acquirer. Repeat the above steps as required.
  • The terminal will automatically return to the READY prompt.

Details will be printed in reverse order – i.e. most recent transaction first.

Successful (authorised) transactions will show the transaction type – e.g. SALE

Unsuccessful transactions will show the reason – e.g. VOID (where the SALE was voided out); CANCELLED (where the cancel key was pressed) & DECLINED

Latest BIN Ranges

If you use point of sale equipment, you need to be aware of changes to BIN ranges and rules, so that transactions processed electronically meet Card Scheme regulations. Without up to date information, you may not be able to:

  • Identify the acquirer
  • Apply the appropriate point of sale rules
  • Correctly group transactions for reconciliation.

Latest UK BIN ranges PDF

Latest EIRE BIN ranges PDF

Please be aware no Solo transaction should be accepted after 31st March 2011.

Terminal replacement & collections

If you’re waiting for a delivery or collection of a PDQ machine please be aware of the following information:

If you terminal is faulty and needs a replacement and you order this before 3pm, delivery can take up to two working days. If the swap is requested after 3pm the order will be completed on the next working day and delivery can take up to two working days from that time.

Collection will take place when the new product is delivered in the form of an exchange. The courier will deliver the new terminal in a foam bag and take the faulty terminal in the same bag, so you won’t need to package it up.

The courier will not deliver the new part unless the old part is ready for collection when they arrive. They will collect on a like for like basis and won’t need to take any cables. Unless advised by a Customer Service Advisor, please keep all cables as you may need them.

On the day of the delivery the courier will come to your site between the times of 7.30am and 5.30pm. If the courier attempts delivery before 8am but fails, they’ll return after 8am. If delivery is still not possible, the courier will leave a calling card with their details.

Upon delivery the courier will require a signature and will leave you a receipt confirming the exchange.


Sometimes your terminal may need to be upgraded to a higher software level or newer model and you’ll be advised of this when the terminal’s replaced. Once requested, delivery can take up to three working days.


The delivery of an additional product can take up to seven working days from the date you request it.


  • If you have a Barclaycard PDQ terminal and ask to have it swapped for a different Barclaycard PDQ terminal, delivery can take up to seven working days.
  • The new product will be delivered in a foam bag and you’ll need to put the old terminal in the same bag for collection.
  • We’ll arrange collection three weeks after your new product is ordered. A Collections Advisor will contact you to arrange a convenient time to have the old terminal collected. The old terminal will need to be boxed, but not sealed, but not sealed as the courier will need to check the contents for security.
  • A product swap from a non-Barclaycard product to a Barclaycard product can take up to ten working days. Once we receive your request we’ll post a PDQ Hire Agreement within 48 hours and once received back, we’ll order the new product the next working day. Delivery will then take three working days.
  • If you request to change your account from a Barclaycard PDQ terminal to a third party payment service provider, you’ll need to complete the necessary paperwork which will be posted out to you up to 48 hours after your request is received.
  • We’ll then contact you three weeks after your request to arrange collection of your old terminal at a convenient time.

A short-term hire request can only be completed on a like-for-like product basis except if you want to request a mobile GPRS terminal, which is provided by a third party.
Documentation will be issued to you up to 48 hours after your request. We require a minimum notice period of two weeks to complete the request.

We’ll contact you to arrange collection of the unit(s) at the end of the hire period.

A mobile terminal can be provided on a short term hire contract by contacting either of the following suppliers:

123 Short Term Hire – Telephone: 0800 074 1123

Thyron Systems Ltd – Telephone: 0845 661 2345

Card not present (CNP)

Card Not Present (CNP) transactions are where the card/cardholder is not physically present at the time of processing. There are potential fraud and chargeback risks surrounding transactions taken by mail, telephone or over the Internet so it may be a commercial decision as to whether you undertake such transactions. Whilst gaining authorisation for a transaction confirms that the card has not been reported lost or stolen at the time of the transaction and that there are enough funds to cover the amount, it does not guarantee payment or confirm that the person placing the order is the genuine cardholder.

CNP transactions are prone to fraud because:

  • They are not protected by Chip & PIN.
  • You cannot physically check the card to make sure it is genuine.
  • You cannot verify the cardholder’s identity.

Card Not Present Transactions are taken at your own risk.

To minimise the threat of fraudulent CNP transactions you’ll need to follow three key steps:

Step 1 – Does it feel right? Ask yourself the following questions:

  • Are they a new customer?
  • Are they reluctant when asked for additional information or documentation?
  • Does the address provided seem suspicious?
  • Did the customer offer other cards for payment if a card was declined?
  • Why have they contacted your business – are there suppliers more local to them?
  • Does the customer want to place an order that is of higher value than is usual for your business?

Step 2 – Use all the security checks at your disposal

  • CSC/AVS checking.
  • Velocity Checking (Fraud Prevention).
  • Trend Analysis.
  • Maintain records of any fraudulent activity that affects your business.
  • Authentication – VbV and SecureCode.
  • Ask the customer to fax or post their signed authority to charge their card account.

Step 3 – Continue your checks

  • Ensure delivery notes are retained with any invoice/customer information.
  • Maintain all customer records. If previous transactions have been placed, check the product history for what is considered a 'normal' customer.
  • If you are using your own courier, use verification vouchers upon delivery so that an imprint of the card can be taken and signed by the cardholder. This type of documentation can be used as compelling evidence should a chargeback be raised.
  • Confirm the order with the customer by calling them back using a daytime/landline telephone number given.

Read more about Card Not Present (CNP) handy hints.

Handy hints

  • Ask for a landline telephone number where possible (this could include a work number).
  • Always use a reputable carrier to deliver goods, who can check and obtain an imprint of the card, verify the signature or request other identification. If in doubt, the goods should not be left. Also instruct them not to allow the cardholder to change the delivery address.
  • Be wary of urgent orders, particularly to an address where the recipient cannot be identified as the cardholder – such as a doorman at a block of flats etc. A fraudster may have temporary access to a delivery address.
  • Does the cardholder want an urgent delivery? This could limit the time you have to carry out additional verification checks.
  • Be very cautious if the customer decides that they want to collect the goods. Cancel the original transaction and complete a new one as a Card Present transaction. Ensure that the card number printed on the receipt matches the embossed number on the card.
  • Never release the goods to a third party (such as a taxi driver or a courier) who claims they were sent by the cardholder. Whenever the goods are released to someone other than the cardholder, the risk of chargebacks is increased.
  • Be wary if you know that the card was issued from abroad but the delivery address is in the UK.
  • Be wary of a delivery address outside of the UK if you do not advertise an export facility.
  • Be wary of large orders for new customers, especially where the delivery is to an overseas address.
  • Double check orders by using volume and value verification to monitor the number and value of orders from individual cardholders. Some fraudsters place a small number of modest orders, and then dramatically increase the volume and value of orders before the fraud stops.
  • If you are processing transactions taken over the Internet, note the location of your customers and bear in mind that standards of security differ from one country to the next.
  • Be wary of bounced emails. If a purchase receipt email is returned, ask yourself why? Did the cardholder simply spell their email address incorrectly or does it not exist?
  • Names within an email address with no apparent connection to the cardholder name, or composed of random numbers, could be attempts to mask their identity.
  • For telephone orders, always ask the cardholder to repeat their card number, then read it back for confirmation.

Remember, all the above can help prevent chargebacks but it cannot stop them.

Velocity checking (Fraud Prevention)

Velocity checking is a fraud prevention tool that enables you to keep a note of customer order patterns. By installing a check facility within your in-house computer system, you can keep a note of orders placed for individual card numbers, cardholder names and delivery addresses. That way, alarm bells ring when the system recognises:

  • Different card numbers being used against the same delivery address.
  • Customer or delivery addresses that have caused problems in the past.
  • A customer using a different delivery address.

Statements

You should receive a statement every month if you have processed transactions with us. If you don't personally receive it, it may have been sent to the head office of your company.

Your statement shows the following information:

  • Number and value of transactions which have been received and processed by Barclaycard since the previous statement
  • Amount of the service charge due on those transactions
  • Amount of any adjustments to the statement
  • Amount of any transactions which are unpaid and are being charged back to you
  • Rental costs for any PDQ terminals you may be renting from us

Payment for these charges will be collected via Direct Debit from your account a few days after the date the statement is issued.

Network Configuration Information

In most cases your current network configurations will allow the terminal to connect to our systems without any issues. However if you are unsure, it may be helpful to coordinate with your IT function or ISP to check the below:

DHCP (Dynamic Host Configuration Protocol) needs to be enabled on the Network

  • The terminal uses dynamic IP and will not work using static IP

Check if your network uses MAC Address Blocking/Filtering

  • Only applies to large/company networks
  • If MAC address blocking is used on the network, the terminals'
  • MAC address must be "Allowed" onto the Network
  • This will normally require the IT support to add the terminals
  • MAC address onto the "Allow List" on the network settings

Firewall Settings

  • If your network has a Firewall in place then it may block the terminal from communicating with our systems
  • You will need to liaise with your IT team to setup the below firewall rules to allow access to our systems

Required for all:

  • URL – https://SSL10.ingenicoaccess.com
  • Port Number (UDP & TCP) – 10000 (Inbound and Outbound Traffic)


Required for all:

  • URL – https://SSL7.TNSi.eu.com
  • Port Number (UDP & TCP) – 45135 (Inbound and Outbound Traffic)
  • Required for all:
  • URL – https://SSL7.TNSi.eu.com
  • Port Number (UDP & TCP) – 45139 (Inbound and Outbound Traffic)

Only if you take mobile topups:

  • URL – https://SSL7.TNSi.eu.com
  • Port Number (UDP & TCP) – 45470 (Inbound and Outbound Traffic)

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Procedure Guide

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