387742 stgw2690 0414 - st.george bank · mobile payway user guide 15 if prompted to accept...

User guide

MobilePayWay

The following help desks and authorisation centres are available to you 24 hours a day,7 days a week.

St.George Electronic Banking Service Centre

Service and Sales Support Help Desk(including card reader diffi culties)..................................1300 650 977

Key Auth Service

Cardholder Behaving Suspiciously

Note: When one of our operators asks you to retain a card, please always ensure your personal safety fi rst. Do not comply with the request if you or anyone else is placed at risk .........................................1300 301 831

Mobile PayWay User Guide 3

Mobile PayWay User Guide

1.0 Introduction ................................................................................. 5

1.1 Merchant responsibility for the card readers and equipment provided ......................................................................................... 5

1.2 Cancellation of facility .................................................................... 5

1.3 Damaged, lost or stolen equipment ............................................... 5

2.0 Getting started ............................................................................ 6

2.1 The Mobile PayWay app ................................................................ 6

2.2 The Mobile PayWay card reader .................................................... 6

2.2.1 Know your card reader ................................................................... 6

2.2.2 Card reader display ........................................................................ 7

2.2.3 Power supply ................................................................................. 7

2.3 Communications ............................................................................ 8

2.3.1 Card reader communications ......................................................... 8

2.3.2 Mobile data coverage..................................................................... 8

2.4 Card reader – software update ...................................................... 8

2.5 Passwords ...................................................................................... 8

2.6 Multiple card reader users.............................................................. 8

3.0 The mobile app ........................................................................... 9

3.1 Signing in to the mobile app .......................................................... 9

3.2 Pairing the card reader ................................................................. 10

4.0 Procedures ................................................................................. 11

4.1 Inserting a chip card ..................................................................... 11

4.2 Swiping a magnetic stripe card .................................................... 12

5.0 Transaction procedures ........................................................... 13

5.1 How to process a sale .................................................................. 13

5.2 How to process a refund .............................................................. 18

6.0 Reporting functions .................................................................. 22

6.1 Card reader settlement ................................................................ 22

6.2 How to review your dashboard .................................................... 22

6.3 How to review the last 20 transactions and send email receipts .... 23

6.4 How to review and resend a specifi c transaction ........................ 25

6.5 How to review the audit history .................................................... 27

4 Mobile PayWay User Guide

7.0 Additional Mobile PayWay features ....................................... 28

7.1 Merchant information ................................................................... 28

7.2 Merchant surcharge ..................................................................... 30

7.3 User administration ...................................................................... 32

7.4 Change my details ....................................................................... 38

7.5 Change password ........................................................................ 40

7.6 Change security questions ........................................................... 42

7.7 Forgotten password ..................................................................... 44

7.8 Request a limit change ................................................................. 46

7.9 Order additional card readers ...................................................... 48

8.0 Minimising fraud ....................................................................... 49

9.0 Troubleshooting ........................................................................ 49

9.1 Hardware faults ............................................................................ 49

9.2 Error codes ................................................................................... 50


1.0 Introduction

Mobile PayWay allows online transactions using debit cards (savings and cheque

accounts) and credit cards (Visa, MasterCard® and American Express®).

To accept American Express, you’ll need to contact American Express directly on

1300 363 614.

With Mobile PayWay you can:

• Process a sale

• Provide refunds

• Review transactions

• Apply surcharges

1.1 Merchant responsibility for the card reader and equipment provided

Card readers and equipment (where supplied by us), plus any unused accessories

and promotional material remain the property of the Bank.

• You must not sell, assign or in any way damage or dispose of equipment

• You shall not give or provide access to a third party

• You must ensure the card readers are covered by your business or contents

insurance.

Card readers must be located where cardholders can use the PINpad without the

risk of other people seeing them key in their PIN.

1.2 Cancellation of facility

If your merchant facility is cancelled for any reason, the card readers and

equipment must be returned to us. To make arrangements for return, call the

St.George Electronic Banking Service Centre on 1300 650 977.

You must ensure that all card readers and equipment are returned within

5 business days of our request. Fees and charges may be incurred if equipment

is not returned to the Bank or returned after the due date.

1.3 Damaged, lost or stolen equipment

You’re responsible for the equipment. If it is damaged, lost or stolen, you will be

charged replacement costs.


2.0 Getting started

2.1 The Mobile PayWay app

The Mobile PayWay app is one part of a secure, portable payments system that

works via a Bluetooth connection from your smartphone or tablet to the Mobile

PayWay card reader.

To install, search “Mobile PayWay” in the App Store or Google PlayTM and follow

the instructions.

2.2 The Mobile PayWay card reader

The Mobile PayWay card reader is one part of a secure, portable payments system

that works via a Bluetooth connection to the St.George Mobile PayWay app on

your smartphone or tablet. The Mobile PayWay card reader contains an integrated

PINpad for the Cardholder.

2.2.1 Know your card reader

1. Power / sleep button

2. Magnetic swipe channel

3. Chip card reader

4. PIN entry keypad

5. Display

6. Micro USB charger port

7. Battery cover

8. Lanyard attachment

9. Serial number

1

4

6

7

9

5

3

2

8


2.2.2 Card reader display

CARD READER/MOBILE APP DISPLAY PROCEDURE

Bluetooth

This symbol indicates the card

reader’s Bluetooth is connected and

will disappear when a Bluetooth

connection is lost.

Battery

Internal battery power level displayed

when card reader is not connected to

mains power.

Battery charging

This symbol will ‘blink’ when the card

reader is plugged into mains power

and charging.

2.2.3 Power supply

The card reader runs on batteries. It takes approximately 4 hours to fully charge,

providing up to 2 days of usage under normal conditions (i.e. approximately

200 transactions).

The card reader is recharged by plugging the micro USB cable into the card reader

and connecting it to a powered USB port.

Initial charging of the card reader

While the Mobile PayWay card reader will come with some battery charge

when delivered, it is recommended to complete a full charge of at least 4 hours

before using.

Powering the card reader off/on

When powered on and left idle for 1 minute, the card reader will go into sleep

mode to preserve battery. The card reader display will go blank, however the card

reader will still be able to wake up when you login to the mobile app or commence

a transaction.

To turn the card reader on, press the Power/Sleep button for approximately

5 seconds until you hear a beep.

To switch the card reader off, press the Power/Sleep button for approximately

5 seconds until the display goes blank. Then press “Enter”.


2.3 Communications

2.3.1 Card reader communications

The card reader accesses the internet through your smartphone or tablet; either via

a network provider or Wi-Fi connection.

2.3.2 Mobile data coverage

This will be dependent on your network provider. When using Mobile PayWay

ensure you have good signal strength for best performance.

2.4 Card reader – software update

The Bank will automatically upload any changes to the card reader’s software

(usually monthly). This update generally occurs the fi rst time you sign in to the app

and connect your card reader on any day an update is available.

The upload only takes between 1 to 2 minutes. However, occasionally it can take

up to 10 or 15 minutes. That’s why it’s important to keep the card reader switched

on until the update is complete.

2.5 Passwords

Your Mobile PayWay access requires a secure login with a password and

username. The password can be changed via the PayWay website or mobile app

at any time.

You are responsible for protecting this password against unauthorised use. If you

do not know or have forgotten the password you’ll need to request a reset via the

Mobile PayWay app or website.

2.6 Multiple card reader users

Mobile PayWay is capable of supporting multiple user IDs. When setting up new

users, you can select from any combination of 3 levels of transaction access and

2 levels of administration access.

Transaction access

• Take payment

• View payments and refunds

• Refund transactions


Administration access

• Administer surcharges, order card readers and request limit increases

• Administer users – Allows ‘admin’ rights to setup new users, change user

information and reset passwords

3.0 The mobile app

3.1 Signing in to the mobile app


Open the Mobile PayWay app on your

smartphone or tablet.

Enter Login Name and Password.

After successfully signing in, the

Home screen displays.


3.2 Pairing the card reader


Press and hold power button (1) on

the card reader for up to 5 seconds

until display turns on and the start-up

procedure commences.

The card reader is ready to continue

when the Bank logo is displayed on

screen.

From the Home screen, select

‘Pair card reader’.

The ‘Pair microPay’ screen displays

a list of all card readers in range and

ready for pairing.

To continue, select the card reader

you wish to pair to your smartphone

or tablet.

Where multiple devices are visible,

match the serial number displayed

on screen to the serial number fi xed

to the back of the card reader to

continue.


Home screen displays. Status bar at

the top will update within 60 seconds

confi rming the card reader is

connected.

4.0 Procedures

4.1 Inserting a chip card

Chip card should be inserted into the chip card reader (located below the keypad)

and left there for the duration of the transaction.

1. Check the card reader is

displaying the message

INSERT/SWIPE CARD.

2. Hold the card face-up with the

chip towards the card reader.

3. Insert the card as far as it will

go into the reader and continue

processing the transaction.

4. Leave the card in the card reader

until prompted to remove.

5. If there is an error with reading

the chip on the card, the card

reader may prompt you to

remove and re-insert or swipe

the magnetic strip on the card.


4.2 Swiping a magnetic stripe card

The magnetic stripe reader is located on the top of the card reader.

1. Check the card reader is

displaying the message

INSERT/SWIPE CARD.

2. Hold the card upside-down

with the magnetic stripe facing

backwards.

3. Swipe the card smoothly through

the card reader, in either direction.

Ensure the whole magnetic stripe

is swiped through the reader.

4. If there is no response from the

card reader, or CARD ERROR

message is displayed, swipe the

card again. You might need to

swipe faster or slower.

5. If you swipe a chip card the card

reader may beep and prompt you

to insert the card.


5.0 Transaction procedures

5.1 How to process a sale


Select ‘Take a payment’ from the

Home screen.

Enter the transaction amount and

optional reference fi eld, then select

‘Continue’.


The app will show a mirror of the

message displayed on the card

reader.

Swipe or insert chip card.

Refer to:

• Section 4.1 for more about

Inserting a chip card.


Swiping a magnetic stripe card.

Press soft key for the relevant

account type.


If prompted to accept surcharge,

request cardholder to select ‘Enter’

to continue, otherwise cancel the

transaction.

When prompted, have the cardholder

key in their PIN and press ‘Enter’.

Note: Entering a PIN is mandatory for

all transactions.

The terminal is connecting to the

Bank to process the sale.

If a chip card was inserted, and is yet

to be removed, the prompt ‘Remove

Card’ will appear.

Transaction confi rmation appears

on screen.

Before completing the sale, check

that the transaction was approved.

If the transaction is declined, the card

reader will display an error code. The

explanation is available in Section 9.2,

Error Codes.


To send a receipt to the cardholder

via email.

Enter cardholder’s email address and

select ‘Email receipt’.

The ‘Sent’ confi rmation screen will

display.


Approved purchase receipt

The following is an example of the email receipt that will be sent to the cardholder

upon selecting the ‘Email receipt’ button.

Sample merchant payment receipt

We have processed your payment of AUD 1.08. Approved

Payment Reference: Invoice 001 Transaction Date/Time: 04 Apr 2014 15:48 EST

Settlement Date: 04 Apr 2014

Card Number: 000000...000 Receipt No: 1111111111

Card Type: Transaction Source: Mobile Card Reader

Account Type: Credit

Merchant Id: 11111111 Transaction Amount: AUD 1.08

Transaction Type: Sale

Merchant Details

Merchant Name: Sample Merchant

Address: Level 7

182 Sample Street

Sydney, NSW 2032

Phone: 0411 111 111

Email: [email protected]

#iCIS_1111111111


5.2 How to process a refund

Refunds can only be processed to the same card as used on the original

transaction.


Select ‘Give refund’ from Home

screen.

Enter the transaction amount and

optional reference fi eld, then select

‘Continue’.


The mobile app mirrors the message

displayed on the card reader.

Swipe or insert chip card.

Refer to:


Inserting a chip card.


Swiping a magnetic stripe card.

Press soft key for the relevant

account type.

When prompted, have the cardholder

key in their PIN and press ‘Enter.’

Note: Entering a PIN is mandatory for

all transactions.

The card reader is connecting to the

Bank to process the sale.

If a chip card was inserted and is yet

to be removed, the prompt ‘Remove

Card’ will appear.


Transaction confi rmation appears

on screen.

Before completing the refund, check

that the transaction was approved. If

declined, the card reader will display

an error code. An explanation is

available in Section 9.2, Error codes.

To send a receipt to the cardholder

via email.

Enter cardholder’s email address and

select ‘Email receipt’.

The ‘Sent’ confi rmation screen will

display.


Approved refund receipt

Sample merchant payment receipt

We have processed a refund of AUD 2.00. Approved

Payment Reference: Invoice 002 Transaction Date/Time: 09 Apr 2014 15:08 EST

Settlement Date: 09 Apr 2014

Card Number: 000000...000 Receipt No: 1111111111

Card Type: Transaction Source: Mobile Card Reader

Account Type: Cheque

Merchant Id: 11111111 Transaction Amount: AUD -2.00

Transaction Type: Refund

Merchant Details

Merchant Name: Sample Merchant

Address: Level 7

182 Sample Street

Sydney, NSW 2032

Phone: 0411 111 111

Email: [email protected]

#iCIS_1111111111


6.0 Reporting functions

6.1 Card reader settlement

Transactions completed before 6pm (Sydney time) will automatically be settled to

your nominated St.George bank account that day.

6.2 How to review your dashboard


Enter Login Name and Password and

select ‘Sign in’.

The Home screen dashboard

displays the:

• Remaining dollar value of your

allocated monthly transaction limit

• Date and time at which this limit

will reset


6.3 How to review the last 20 transactions and send email receipts


Select ‘Last 20 transactions’ from

the Home screen.

A summary of the last 20 transactions

will be displayed, along with their

approval status.

Select the desired transaction to view

in more detail.


Full transaction data and

receipt displayed.

To send a receipt to the cardholder,

enter the cardholder’s email address

and select ‘Email receipt’.

If needed, you can also refund the

amount of the transaction being

viewed by selecting ‘Give refund’ and

following instructions from Section

5.2 How to process a refund.


6.4 How to review and resend a specifi c transaction

WEBSITE DISPLAY PROCEDURE

Sign in to Mobile PayWay via

www.payway.stgeorge.com.au

Select ‘Search’ from left hand menu.

There are 3 ways to search for

specifi c transactions:

• By date

• Cardholder reference number

entered on the transaction or

receipt

• Card number and total transaction

amount


Select the specifi c transaction from

the search results displayed.

Full transaction information is

then displayed.

If a receipt is required by a

cardholder, enter their email address

and select ‘Send’.


6.5 How to review the audit history

This function allows operator to review all changes.


Sign in to Mobile PayWay via

www.payway.stgeorge.com.au

Select ‘Audit History’ from the left

hand menu.

A detailed list of all activity displays

on screen.

Select ‘Print Audit History’ if a

printout is required.


7.0 Additional Mobile PayWay features

7.1 Merchant information


Select ‘Administration’ from the left

hand menu.

Select ‘Merchants’ from the listed

options.


Select ‘View’.

Your merchant information will display

on the screen.


7.2 Merchant surcharge

You may add a surcharge depending on the type of card used or transaction.

It’s automatically calculated as a percentage and is added as a separate entry on

the receipt.

Surcharges only apply to credit card transactions.

Note: The surcharge must be limited to the reasonable cost of accepting the

transaction.



hand menu.

Select ‘Surcharges’ from the listed

options.


Update surcharge fi elds for each

card type to the appropriate rate,

and select ‘Save’.

A summary of surcharges applied

is displayed.


7.3 User administration

7.3.1 How to set up a new user



hand menu.

Select ‘Users’ from the list of options.


Select ‘Create New User’.

• Enter the new user details

• Select user tasks as required

• Enter your password and select

‘Save’

The new user’s details and temporary

password are displayed (or emailed

to the new user if that option was

selected).


7.3.2 How to edit an existing user


Select ‘Administration’ from the

left hand menu.

Select ‘Users’ from the list of options.


Select user, then ‘Edit’.

• Update user details as required


‘Save’

Full list of users is displayed, along

with any updated details.


7.3.3 How to reset another user’s password



left hand menu.

Select ‘Users’ from the list of

available options.


Select user then ‘Reset Password’.

Confi rm User Password Reset screen

displays:

• Select ‘Email password to user’

if required


‘Save’

A summary screen displays

temporary password, or a note

confi rming it has been emailed to

the user.


7.4 Change my details



left hand menu.

Select ‘Change My Details’ from the

list of available options.


Update details as required.

Enter password and select ‘Save’.

A confi rmation screen summarising

changes is then displayed.


7.5 Change password



left hand menu.

Select ‘Change Password’ from the



Complete all fi elds and select ‘Save’.

A confi rmation screen displays

saved changes.


7.6 Change security questions



left hand menu.

Select ‘Security Questions’ from the



Update your 2 security questions and

answers as needed.

Enter your password and select

‘Submit’.

• A confi rmation screen displays any

saved changes to your security

questions and answers.


7.7 Forgotten password


Select ‘Password’ fi eld.

Select ‘Forgot?’ icon next to

‘Password’ fi eld to continue.


Enter the email address registered to

Mobile PayWay.

Enter verifi cation code then select

‘Continue’.

A security question will display.

Enter the appropriate answer then

select ‘Submit’.


A message will display confi rming

that a temporary password has been

emailed to you.

7.8 Request a limit change


From the ‘Home’ screen, select

‘Settings’.


Select ‘Request limit change’.

Enter ‘New total limit’.

Include reason for the change

(optional) then select ‘Submit’.

You will receive an email confi rming

the outcome of your request.


7.9 Order additional card readers


From the Home screen select ‘Order

card readers’.

Select ‘Number of readers’ required.

Check that mailing address is correct

then select ‘Submit’ to continue.


8.0 Minimising fraud

At St.George we take fraud very seriously, and you should too. Credit card fraud

can cost your business signifi cant amounts of money and time to remedy. This is

why we believe it’s essential for you to have a sound understanding of credit card

fraud, how it can be detected and, more importantly, how it can be prevented.

We have included information in the Mobile PayWay Terms and Conditions to help

combat credit card fraud. Refer to the section entitled: ‘Protecting business against

credit card fraud’.

We strongly urge you to read this document carefully. Additional fraud prevention

articles are available at www.stgeorge.com.au/business/payment-solutions/

merchant-support/fraud-protection

9.0 Troubleshooting

9.1 Hardware faults

Hardware faults action

No response from card reader

1. Check your card reader has battery power by connecting a power cable.

2. Power off the card reader for 10 seconds.

3. Power the card reader back on.

4. Retry the transaction.

5. Call Merchant Business Solutions if problem persists.

Device not reading cards

1. Re-insert/swipe the card as per instructions in Section 4.

2. If there is still no response, power off card reader for 10 seconds.

3. Power the card reader back on.

4. Attempt transaction again.

5. Call Merchant Business Solutions if problem persists.


9.2 Error codes

CODE DISPLAY CAUSE⁄ACTION

00 Approved • The transaction has been approved.

01 Contact bank • Contact Electronic Banking Service Centre.

• Obtain another form of payment.

03 Invalid PINpad • Contact Electronic Banking Service Centre.


04 Contact card issuer • Obtain another form of payment.

• Advise the cardholder to contact their card

provider.

05 Cannot pay • Obtain another form of payment.


provider.

06 Cannot pay • Retry the transaction.

• Contact Electronic Banking Service Centre if

the problem persists.

12 Invalid transaction • Retry the transaction, selecting a different

account.

• If the transaction is declined again, obtain

another form of payment.


provider.


• Advise cardholder to contact card issuer.



provider.

30 Format error • Power the card reader off and on and retry

the transaction.

• Contact Electronic Banking Service Centre

whilst the cardholder is present to confi rm if

the transaction has been processed correctly.

39 Wrong account • Retry the transaction, selecting a different

account.

• If the transaction is declined again, obtain

another form of payment.


provider.



41 Contact card issuer • Contact Key Auth Service.

• Press the option for extension 500.

43 Contact card issuer • Contact Key Auth Service.

• Press the option for extension 500.


• Advise the cardholder to contact their card provider.

52 Wrong account • Retry the transaction, selecting a different account.

• If the transaction is declined again, obtain another form of payment.


53 Wrong account • Retry the transaction selecting a different account.



54 Cannot pay • Check the card expiry date.



55 Re-enter PIN • The cardholder has entered the wrong PIN.

• Retry the transaction with the correct PIN.



58 Invalid transaction • Obtain another form of payment.


59 Transaction cancelled • Contact Electronic Banking Service Centre immediately.



62 Transaction cancelled • Obtain another form of payment.






75 Cannot pay • Retry the transaction.



90 Please retry • Retry the transaction.



91 Issuer not available • Bank is unavailable; retry the transaction.




98 System error • Turn terminal off, then back on, and retry the transaction.

• Contact Merchant Business Solutions if the problem persists.

C9 NO EFT GATEWAY • The internet is not available on the smartphone or tablet.

• To verify internet connectivity, ensure that the smartphone or tablet can communicate by opening a website in a web browser.


CA NO RESPONSE • Retry the transaction.


• Contact Merchant Business Solutions if the problem persists.

CE NO COMMS GATEWAY

• Contact Electronic Banking Service Centre.

S0 PINPAD BUSY • Turn terminal off, then back on, and retry the

transaction.

• Contact Merchant Business Solutions if the

problem persists.



S3 OPERATOR TIMEOUT • Retry the transaction.


problem persists.

S4 CARD DAMAGED • Retry the transaction.

• If the transaction fails again, obtain another

form of payment.


problem persists.

S7 CANCELLED BY POS • The transaction was cancelled by the

Mobile PayWay app.

• Perform the transaction again if required.

S9 ACCOUNT ERROR

REFER



provider.

SC EXCEEDS PINPAD

LIMIT



problem persists.

SG NO REFUNDS / INIT

REQD

• Turn terminal off, then back on, and retry the

transaction.


problem persists.

SH EXPIRED CARD • Obtain another form of payment.


provider.

SM REVERSAL PENDING • Turn terminal off, then back on, and retry the

transaction.


problem persists.

SP INVALID AMOUNT • Retry the transaction.


problem persists.

SQ REFUND NOT

ALLOWED

• Retry the transaction.


problem persists.

stgeorge.com.au

MasterCard and the MasterCard Brand Mark are registered trademarks of MasterCard International Incorporated.

American Express is a trademark of American Express.

App Store is a service mark of Apple Inc. Google Play is a trademark of Google Inc.

© 2014 St.George Bank – A Division of Westpac Banking Corporation ABN 33 007 457 141 AFSL and Australian credit licence 233714. STGW2690 (04/14)

For further information

` Visit stgeorge.com.au

387742 stgw2690 0414 - st.george bank · mobile payway user guide 15 if prompted to accept...

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