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Offline Mode on your Carbon Mobile 5: FAQs

By October 21, 2020December 7th, 2020Uncategorized

How do I know if my terminal is in Offline Mode?

The  icon will display in your Notification bar. Swipe down from the Notification bar to expand the Notification panel. The Offline Mode notification card will confirm your terminal is offline and prompt you to perform a manual logon.

You will also be prompted to capture signatures for all/most transactions while in Offline Mode. Your customers can sign on screen and their signature will be printed on the merchant receipt.

What do I do if my terminal faults or becomes inoperable while it has stored Offline transactions in it?

Contact our Technical Helpdesk on 0800 EFTPOS (0800 338 767, option 2) for assistance.

Why won’t some cards work in Offline Mode?

Whether a card will allow Offline transactions depends on the rules the issuing bank has applied. A card issuer may set a card up with a lower transaction limit or limit a card to a specific number of offline transactions.

Do I always have to get the customers signature?

All transactions where a card is swiped will require signature capture. In some cases, the terminal may prompt for PIN entry. In these instances, a signature is not necessary.

What happens if the customer doesn’t sign the receipt?

If the terminal prompts for signature capture, a signature must be obtained for the transaction to be deemed to be approved. If the cardholder queries the transaction with their bank and you can’t produce a signed copy of the receipt you are liable for the chargeback.

Why do I have to store the receipts in a secure location?

In order to provide them to your bank if requested.

How many transactions can I process in Offline Mode?

The terminal will store up to 200 transactions or up to $5,000 worth of credit card and/or debit card transactions per Offline Mode session.

What is the maximum amount per transaction that can be processed in Offline Mode?

The maximum amount per transaction is $300.

Can a settlement be processed in Offline Mode?

If a terminal is in Offline Mode, a successful logon is required before settlement can take place.

If a settlement is attempted the terminal will display ‘Error processing transaction’.

What happens if a customer uses an expired card while the terminal is in Offline Mode?

The terminal checks the card expiry date against the terminal’s internal clock. If the card has expired, the terminal will display EXPIRED CARD and the transaction will not be stored.

 What should I do if my terminal keeps going into Offline Mode?

If your terminal goes into Offline mode frequently, or for a prolonged period of time, contact our Technical Helpdesk for assistance.


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