Ingenico Desk/5000
and Move/5000
Keep this reference guide handy for quick tips on
popular features and answers to common questions.
Forget how to do something? Need help fast? To view
how-to instructions on your card reader’s screen, simply
press the gray Admin key
. Press anywhere on the screen
and swipe nger from right to left. The Self-Help icon
will display. Press the icon to begin in-reader support.
Touch
screen
navigation:
• Cancel
• Scroll keys
• Enter
Admin
Cancel
Correction
Enter
Touch
screen
navigation:
• Cancel
• Scroll keys
• Enter
Admin
Cancel
Correction
Enter
Touch screen and
key functions
Call us 24/7, at:
1-888-886-8869
Support 24/7, visit:
chase.com/POShelp
Voice Authorizations, call:
1-888-706-1526
Process sale
Press
[
]
key to pull up main menu.
Press
[
0
]
key or
[
]
Sale icon on
touch screen.
Enter sale amount, then press
[
]
key.
Screen says “Pass terminal to
customer,” press
[
]
key to conrm
sale amount. Select
[
1
]
for Yes or
[
2
]
for No.
Customer can tap, insert or swipe
their card. If chip card is used, leave
inserted until instructed to remove.
When screen says “Approved,”
customer will be prompted to
remove card.
Your receipt automatically prints. To
print customer’s receipt, press
[
]
key. If no selection is made after 30
seconds, it will print automatically.
When sale is complete, main menu
will appear.
Void sale
Press
[
]
key to pull up main menu.
Press
[
2
]
key or
[
]
Void icon
on touch screen.
Enter supervisor password, then press
[
]
key.
Use search menu to locate
transactions:
1
= All
2
= Reference #
3
= Clerk #
4
= Invoice #/PO #
5
= Account #
6
= Customer #
7
= RRN
8
= Approval code
Enter information based on
transaction type, then press
[
]
key.
If ALL is selected, use arrow keys to
scroll through transactions and press
[
]
key to select a transaction to be
voided.
The card reader will prompt you to
conrm void amount. Select
[
1
]
for Yes or
[
2
]
for No.
Once void is conrmed, your receipt
automatically prints.
To print customer’s receipt, press
[
]
key. If no selection is made after
30 seconds, it will print automatically.
When void is complete, main menu
will appear.
Process return
Press
[
]
key to pull up main menu.
Press
[
1
]
key or
[
]
Return icon
on touch screen.
Enter supervisor password, then press
[
]
key.
Enter the return amount and press
[
]
key.
Screen says “Pass terminal to
customer,” press
[
]
key to conrm
return amount. Select
[
1
]
for Yes
or
[
2
]
for No.
Customer can tap, insert or swipe
their card. If chip card is used, leave
inserted until instructed to remove.
When transaction is approved, your
receipt automatically prints.
If signature is required, have
customer sign your copy of receipt.
Press
[
]
key again to print
customer’s receipt, if desired. If no
selection is made after 30 seconds, it
will print automatically.
When return is complete, main
menu will appear.
Include tip (if reader congured for tip prompting)
Pass card reader to customer to enter tip amount. Press
[
1
]
for tip percentage,
[
2
]
for tip amount or
[
0
]
for no tip.
Enter tip amount, press
[
1
]
to Accept, press
[
2
]
to Change. Then customer
can tap, insert or swipe their card.
If you would like to congure your card reader to process a tip, please call
1-888-886-8869 to talk with a specialist.
Account settlement
Your card reader is preset to either automatic or manual settlement.
Automatic settlement:
If your card reader is set to auto settle, transactions in current
batch will settle at a specic time, (typically 0500) within a
24-hour period.
• At the end of every successful batch settlement, a report will
automatically print.
• If prompted unexpectedly to settle the batch, follow the
instructions below. Your batch may have reached capacity,
or encountered an issue that requires a new batch to begin.
Manual settlement:
• Press
[
]
key.
• Use the arrow key to scroll down to Settlement
and press
[
]
key.
• Press appropriate hot key for Yes and Accept to
settle/close the batch.
• At the end of every successful batch settlement, a
settlement report will automatically print.
Special restaurant features
Tip adjust
Press
[
]
. This is a hot key that can
be selected from main idle screen.
Use search menu to select
transaction to adjust.
If ALL is selected, use arrow keys to
scroll through the transactions and
press
[
]
key to select a transaction
to add tip.
Enter tip amount and press
[
]
key.
Accept or Change? Select Accept to
continue.
Adjust another? Select Yes to adjust
additional tips.
Server menu
Press
[
#
]
to access admin
menu (if prompted, enter admin
password).
From admin menu, select
[
1
]
for
Server Menu.
Select
[
1
]
, Server Menu.
Select from the list:
1
= Add ID
2
= Delete ID
3
= Print ID List
4
= Clerk Auto Add
5
= Server Prompt
6
= Clerk Wording
7
= Display Parameters
Select
[
1
]
to add a server ID.
Enter server ID and press
[
]
key.
Add another? Select Yes or No.
Open/close tab
Press
[
]
. This is a hot key that can
be selected from main idle screen.
Select
[
1
]
to open a tab.
Enter server ID and press
[
]
key.
Swipe, insert, tap or key the card and
press
[
]
key.
Select
[
2
]
to close tab. Use search
menu to select tab to close.
Close tab amount $X.XX, choose
Accept or Change.
Tip required? Select Yes or No.
Enter the tip amount and press
[
]
key.
Conrm total. Select Accept or
Change and remove card.
Merchant services are provided by Paymentech, LLC (“Chase”), a subsidiary of JPMorgan Chase Bank, N.A.
©2020 JPMorgan Chase & Co.
132464 20-1798 0420
Disputed charges/chargebacks
Chargebacks cost you time and money, so understanding how to manage them and protect your business is critical.
Customers may dispute charges because:
• They did not receive a product or service.
• They do not recognize the charge or business name on
their credit card statement.
• The product or service was defective, damaged or not as
it was described.
• They were a victim of fraud — their credit card was stolen
or used without consent.
To help prevent chargebacks:
• Use delivery tracking, including signature conrmation.
• Use your company name on card statements.
• Use accurate product descriptions and clearly-dened
refund policies.
• Use ID verication policies and services — also consider
accepting chip-enabled cards.
Visit chase.com/chargebacks to learn more.
More details on next steps, xes and additional
error codes available at chase.com/POShelp.
DECLINED
REMOVE CARD
Transaction was declined.
1. Remove card.
2. Try a dierent card.
Important: Don’t try the same card. A “Forced” transaction
could result.
FAILURE ON ALL
COMM MODES
The network
connection failed.
Verify reader’s network connections.
MUST SETTLE
BATCH
A previous attempt to settle
batch failed.
OR
An attempted action requires
empty batch.
1. Retry settling batch.
2. Check your card reader’s connection.
3. If problem persists, please call 1-888-886-8869.
TRANSACTION
FAILED
The network connection failed.
1. Check network connection.
2. Retry transaction.
SYSTEM
PROBLEM
CALL HELP
DESK
There are no pending
transactions.
Please call 1-888-886-8869.
Your card reader won’t work until you contact us for important
maintenance or security enhancements.
If you don’t see the error you are looking for, visit chase.com/POShelp and click on the “Error Message Help” link at the
top of the page, where you can search by error and quickly get the help you need to continue accepting payments.
QUICK ERROR
CODE HELP
Focus your mobile device camera
on this code, and a direct link will
take you to the tool.
Common errors explained
Chase oers your business more than payment processing
Checking Savings Business
Credit Card
Business
Line of Credit
Visit chase.com/business to learn more.