Vantiv WorldPay

WorldPay Support Department Responsibilities

WorldPay’s Corporate Contacts for Salon Owners

Please refer business owners to these contacts for matters that are outside the area of Technical Support.

Calling About Merchant Accounts

1. After dialing 1-800-846-4472, press 1 when asked if you are an existing customer.

2. Enter the merchant ID number for the account that you are calling about.

3. When prompted, give a brief verbal explanation of the reason for your call.

Calling About Partner Accounts

1. After dialing in, press 0 when prompted for a merchant ID number.

2. To reach Channel Support, say any of these keywords:

   • Channel Partner

   • Channel Coordinator

3. If the system does not recognize your request, press 2 for Value Added Reseller or Software Developer or press 3 for Channel Support.

Support Departments

IQ Portal Login Credentials REAL

NOTE: All answers to the secret questions are case sensitive!

• https://www.accessmyiq.com/login

• Username: support@rogerspos.com

• Password: ntmfvW43viWcV9C1

• Secret question 1: What’s your first pet’s name?

  • Your answer: worldpay

• Secret question 2: In what city or town was your first job?

  • Your answer: worldpay

• Secret question 3: Where did you spend your last vacation?

• Your answer: worldpay

IQ Portal: Portal: Merchant Lookup

1. From the Welcome Page, select Self Service.

 2. With Merchant selected in the Hierarchy Level dropdown, enter a value in the text field, or press the plus icon to lookup.

 3. Search for the business using a phone number in the Merchant Name column, then use the Select button.

4. The Merchant ID will populate into the search field. click the Search button.

5. Now select the “Express Credentials” tab which will show the Account ID , Acceptor ID, and Token ID.

WorldPay Corporate Training and Informational Documentation

CAUTION: Treat merchant account details as confidential, sensitive information! If WorldPay support requests all 3 merchant processing numbers, do not include the entire Activation Code! They only require the last 4 digits of this number, as a security requirement!

Below are two resources given to all clients who opt in for the WorldPay payment platform.

iPP320 Package Contents

• Ingenico iPP320 Credit Card Terminal

• Standard AC Power Adapter

• Specialized Ingenico device cable

• No Signature capture, but does support NFC/Contactless payments

MX915 Package Contents

• MX915 Credit Card Terminal

• Standard AC Power Adapter

• (Ethernet cable not included)

• Features Signature capture, and NFC/Contactless payments

Installing the CCT

1. Un-package the card terminal, and connect the proprietary cable to the back of the device.

2. Connect the power cable to the triangular shaped adapter at the end of the cable, and the other end to a power supply.

3. Connect the ethernet portion of the cable directly to the salon’s router.

4. Wait for the iPP320 to complete it’s boot cycle, after which you will see an activation code displayed on the screen. Please take note of this activation code, as it will be required for configuring SuperSalon to process with Vantiv (see below).

IQ Portal Login Credentials REAL

NOTE: All answers to the secret questions are case sensitive!

• https://www.accessmyiq.com/login

• Username: support@rogerspos.com

• Password: ntmfvW43viWcV9C1

• Secret question 1: What’s your first pet’s name?

  • Your answer: worldpay

• Secret question 2: In what city or town was your first job?

  • Your answer: worldpay

• Secret question 3: Where did you spend your last vacation?

• Your answer: worldpay

2. With Merchant selected in the Hierarchy Level dropdown, enter a value in the text field, or press the plus icon to lookup.

3. Search for the business using a phone number in the Merchant Name column, then use the Select button.

4. The Merchant ID will populate into the search field. click the Search button.

5. Now select the “Processing Credentials” tab which will show the Account ID, Acceptor ID, and Token ID.

Example Merchant Sheet

Enable Vantiv in Software Settings

CAUTION: Before enabling Vantiv, any CC/Debit Payment Methods associated with the previous processor need to be deleted. Once enabled, Vantiv will auto-populate with its own Payment Methods.

1. Remove all current credit payment methods in Setup → Payment Methods. Leave the cash, check, and any other non-credit payment types alone!

2. Navigate to Setup → Software Settings → Hardware → Payment Processor and set the Payment Processor to Vantiv, and save the page and press f5.

3. Go back to the Software Settings page, and copy and paste the Account ID, Acceptor ID, Terminal ID (always 0001), and Account Token found on the Merchant Set-Up Sheet you found on the MercuryView portal.

4. Enter the Activation Code displayed on the Credit Card Terminal’s screen. See FAQ below to learn how to find the activation code again if you lost it.

5. Confirm one last time that you have the correct Merchant info, then click the Activate button, save the page, and press the f5 key to refresh SuperSalon.

6. Scroll down, and verify that the Status shows Activated.

Delete duplicated payment methods

CAUTION: These payment methods are REQUIRED by WorldPay for processing to work. Be absolutely sure you are deleting duplicates!

1. Go to Setup → Payment Methods.

2. Carefully check through the list of payment methods and delete any duplicates! See the image below for a reference of how the payment methods list should look.

3. Perform a test transaction with the user’s assistance, which gives you a chance to show them how the checkout process will work while also confirming that the salon can successfully process credit transactions.

Using two credit card terminals

Note: Requires true Primary/Replica setup!

• The same Acceptor ID, Account ID, and Activation Token will work on both terminals.

• Having 2 system identities also means 2 Closeouts, 2 printers, 2 drawers unfortunately, so this needs to be explained to the salon staff.

Go to Setup → Local Settings and name the identities in a format similar to this:

• Main Till – Use this for count

• 2nd Till – do not use

After doing this, they will simply use the Main Till – Use this for count identity when they perform closeout.

IMPORTANT: DO NOT UNIFY SYSTEM IDENTITIES IN SETUP → UTILITIES!

Troubleshooting & FAQ

Failed to Load Network Parameters error on CCT

1. If you are working with a customer that is using an MX915 terminal, it means that the ethernet cable is plugged into the wrong port. Have the end-user move it to the port closest to the power cable input and this should alleviate the error. If it doesn’t, contact Vantiv support.

2. If the customer you are working with has an iPP320, contact Vantiv support for further assistance.

Error Key Codes and Translations

Listed below are all possible errors that may be encountered while using the integrated WorldPay credit solution. The credit card transaction report will contain more a more descriptive analysis of the error, to assist in troubleshooting or to provide to WorldPay support.

• Error while processing payment. Verifone XPI S16 Cancelled response

  • • Transaction Cancelled at Terminal. So the customer stopped the transaction.

• Error while processing payment. Verifone XPI S16 response is card removed

  • • Card was removed during transaction before it could process.

• Error while processing payment. cURL error 6. Could not resolve host <url>

  • • Internet connection connection error.

• Error while processing payment. Verifone XPI C33 response is error, response code 99, EMV error…

  • • Card removed during processing.

• Error while processing payment: TriPos.CloudShared.Exceptions. ConnectionNotFoundException: connection not found for socket Key…

  • • No connected ethernet on terminal.

• Error while processing payment: VeriFoneXPI C31 response is unknown, response code 31

  • • Error while processing contact-less payment.

• Error while processing payment: VerifoneXPI C30 invalid point of service entry mode m=07

  • • Error while processing contact-less payment.

Logging

• Look in C:\SuperSalon\ssproject\logs in the vantiv_api folder. It contains transaction logging organized by day, which may aid you in troubleshooting and can also be provided to the development team for further analysis when necessary.

• One file is created per day, that logs basic transaction details (encrypted) related to a given sales day.

• These logs are automatically generated, and are kept for 30 days after they are generated.

Advanced Troubleshooting

Clearing a Lane ID

1. SuperSalon Support no longer has the access nor the tools necessary to perform this task. Call WorldPay Support, and immediately ask for the call to be escalated to upper-level support. 

   • First line support and customer service will most likely not even have any idea how to approach the situation.

2. Upon reaching upper-level support, ask that they open a three-way call with the salon to walk the staff through the process of resetting the device.

   • The serial number of the device will also need to be made known to the technician.

3. They will then go through the reset process on their end, and ensure connectivity.

4. Via remote connection, go to Settings > Software Settings > Hardware > Payment Processor.

5. Scroll to the Vantiv settings, and enter the Terminal ID (always 001) and the Activation Code which should be on the screen of the device.

6. Use the "Activate Vantiv CCT" button.

Error Code "400: Non-200 HTTP Status"

1. This has occurred after a hard drive replacement, but it should be assumed that it will most likely happen with any fresh Windows install. If after clearing the lane using the instructions listed above, you get this error, follow these steps.

2. Go into the Windows security settings, and take down the Windows Firewall.

3. Use the "Unify System Identities" utility.

4. Enter the Terminal ID and freshly cycled Activation Code, and use the "Activate Vantiv CCT" again.

Frequently Asked Questions

How does a user process manual transactions?

When the card terminal requests the card to be swiped:

• iPP320: Press f1 on the CCT

• MX915: Press the red cancel button

How do tips work with Vantiv?

Tips can be enabled to work in 3 different ways with Vantiv, through Setup -> Software Settings -> Hardware -> Payment Processor under the Vantiv section:

• Percentage value based

• Dollar value based

• Tips disabled

Tips are collected through the CCT, but are claimed on the POS by the stylist like with all other processors.

How can payments be taken with multiple credit cards during one transaction?

The salon staff simply enters the amount to be charged to the first card during the check out process, the POS and CCT will recognize that this is a partial payment and wait for the rest of the payment to be applied once the first one has been accepted. This can be done with any other payment type, including another credit card.

What happens if WorldPay experiences a server outage?

They will make an alert to their merchants via their partner notification system, and support management will send out the alert as quickly as possible, as well.

Can “contact-less” payment options be used with the Vantiv integration?

• The iPP320 is fully capable of accepting contact-less payment options.

• Contact-less payment in general is having issues on the MX915 terminals and Worldpay is working on fixing it already.

Can gift cards be processed through Vantiv?

• SVS processes directly through SuperSalon integration – not through the CCT. This means that the user will scan the gift card with a bar code reader, or otherwise enter the gift card number manually to process SVS payments.

• Factor4 gift cards can be processed through SuperSalon in the same way as it does with all other processors. To learn more, see the Factor4 SuperSalon Knowledge Base Article on the topic.

• Valutec currently does not function on the Vantiv platform, though we are working with Vantiv to find a solution for these customers. Current options are pursuing a direct integration with valutec like we have with SVS or converting their gift cards over to WorldPay’s StoreCard solution.

Can a supported card terminal model be re-used from a different payment option, that someone was using before switching to Vantiv?

No. The device must be configured by WorldPay and have TriPOS installed on it to operate.

What if I accidentally lose the activation code while installing a new CCT?

• Enter any letters or numbers into the Vantiv configuration fields on SuperSalon via Setup – > Software Settings – > Hardware – > Payment Processor and press activate.

• The Activation code will reappear on the credit card terminal screen, as a different code altogether – this is expected.

What if I lose the activation code and the above steps don’t work to recover it?

1. Please try contacting a supervisor first to do what is called a Lane Reset, you will need to provide to them with the Account ID, Account Token and the Acceptor ID for this location (verify on IQ Portal) If you do not have this, then go to step 2.

2. Call WorldPay support, follow the prompts to contact a customer service representative.

3. Explain that the activation code was lost and cannot be recovered, and that you need a new one. Use #15319512 as a ticket reference for them to more quickly find the resources they need to assist.

4. Once the WorldPay rep resets the device, it will show the activation code on the CCT shortly thereafter.

5. Return to software settings, populate all necessary fields, and press the activate button.

Is there a particular way to process a refund transaction with Vantiv?

No. Refunds are completed in the usual manner.

Can SuperSalon run more than one credit card terminal for salons that have a primary/replica system?

Yes, it’s possible but not recommended. The primary and replica must maintain separate system identities which means they will have 2 closeouts and 2 tills to count. Unifying System ID Utility will break this setup instantly so you must note this on type of configuration on admin.

*To have run different/separate system identities – delete the identity.dat file on the 2nd computer (Located in c:\SuperSalon\). Reopen SS on the 2nd computer and that should create a new system identity for the 2nd computer.