Ingenico DESK/3500 User Manual (English)

Other manuals for Ingenico DESK/3500

Instruction Manual41 pages

Quick Start Guide4 pages

Quick Guide6 pages

Questions and Answers:

C
Chloe HowardJul 29, 2025
What to do if my Ingenico DESK/3500 Payment Terminal freezes and none of the keys work?
- S
  Stacey ThomasJul 29, 2025
  If your Ingenico Payment Terminal freezes, restart it by holding down the yellow “Clear” button and the full stop/comma button simultaneously. Release the buttons and wait approximately 30 seconds for the terminal to restart. If it remains frozen, remove the power cable or battery to ensure the display goes dark, then reconnect the power cable/battery. If the problem persists, further assistance may be needed.
C
cookericAug 5, 2025
Why is my Ingenico Payment Terminal not connected to the network and only providing backup solutions?
- R
  Ronnie WrightAug 5, 2025
  If your Ingenico terminal cannot connect to the network, try restarting it by holding the yellow “Clear” button and the full stop/comma button simultaneously until it restarts (about 30 seconds). If using GPRS, ensure the signal strength is displayed at the top. If there's no signal, contact your network provider to verify coverage and SIM card subscriptions. If using Ethernet/Broadband, ensure the Ethernet cable is securely connected to both the terminal and the network socket.
C
cmillerAug 12, 2025
How to fix an 'Incorrect Card' message when swiping the Merchant Card on my Ingenico DESK/3500?
- E
  ehernandezAug 12, 2025
  If you receive an “Incorrect Card” message when swiping the Merchant Card on your Ingenico Payment Terminal, you may have used the wrong card or the card details may need to be reset. To reset, go to Menu > 9 > 7 (“Reset Merchant Card” option). The terminal will prompt you for the Merchant Code (contact Customer Service to obtain this code). Enter the code, and then swipe your card when prompted. After swiping, you should be able to use the terminal again.
A
Aaron MarshallAug 20, 2025
How to troubleshoot problems with the modem on my Ingenico DESK/3500?
- D
  Daniel CooperAug 20, 2025
  To troubleshoot modem issues with your Ingenico Payment Terminal, first check if the modem is lit up. Ensure all cables are correctly connected to the terminal, modem, and wall socket. Disconnect the line and power cables from the modem, then reconnect the line cable first (the one with a clip), followed by the power cable.

Ingenico DESK/3500 Specifications

General

Power Supply	External power supply
Connectivity	Ethernet
Card Readers	Magnetic stripe, Contactless
Security	PCI PTS 5.x certified
Operating System	Telium Tetra
Payment Methods	EMV Chip & PIN, Contactless
Keypad	15 keys

Summary

Introduction to Viking Software Payment Terminals

Countertop Terminals

Overview of countertop payment terminals like iCT250E, Desk/3500, iPP350.

Integrated Payment Terminals

Details on integrated terminals including Lane/3000 and Link/2500.

Mobile Payment Terminals

Information on mobile terminals such as iWL250B and iWL250G.

Mobile Integrated Terminals

Explains mobile integrated terminals like Move/3500 and iSMP4.

Payment Terminal Features and Capabilities

Countertop Terminal Features

Details features and accessories for Lane/3000, iCT250E, iPP350 terminals.

Mobile Terminal Features

Features and accessories for iWL250B, iWL250G, iSMP4 terminals.

Link/2500 Integrated Features

Explains features and accessories for the Link/2500 Integrated terminal.

Connectivity Features

Details Bluetooth pairing and barcode reader functionality for specific terminals.

Terminal Display and Navigation Guide

Menu Structure Overview

Illustrates the main menu structure and sub-menu options for terminals.

Quick Menu Operation

How to use the Quick Menu for swift terminal operations.

Parameter Menu Configuration

Details the various parameter options available on the terminals.

Display Indicators Explained

Explains Ethernet, Bluetooth, GPRS, Battery, and Clock symbols on the display.

Payment Card Reading Methods

Chip Card Reading Process

Instructions for reading cards using the chip insertion method.

Magnetic Stripe Card Reading

Instructions for reading cards using the magnetic stripe.

Manual Card Data Entry

Procedures for entering card data manually on the terminal.

Contactless (NFC) Payment Guide

Information on performing contactless payments using NFC technology.

Performing Transaction Operations

Standard Purchase Process

Step-by-step guide for completing a standard purchase transaction.

Purchase with Cash Withdrawal

Guide for processing purchases that include a cash withdrawal.

Transaction Cancellation and Reversal

Procedure for cancelling or reversing the most recent transaction.

Receipt Management and Tips

Details on creating, copying receipts, and tip functionality.

Prepaid Gift Card Services

Gift Card Deposit and Balance Check

Details on depositing funds and checking balances on gift cards.

Hardware Connections and Terminal Setup

Desk/3500 Terminal Connections

Instructions for connecting the Desk/3500 via MagicBox or USB.

Move/3500 Base Station Setup

Guide for installing and charging the Move/3500 via Base Station.

ICT250E Terminal Connections

Connecting the iCT250E via Ethernet/Broadband and MagicBox.

iWL250B Base Station Setup

Installing, charging, and connecting the iWL250B Base Station.

Network Connection Configuration

Network Setup by Terminal Type

Table showing network set-up by payment terminal type.

GPRS Access Point Name (APN) Settings

Configuration of APN settings for GPRS terminals.

Ethernet Static IP Address Setup

Steps for setting static IP addresses for Ethernet terminals.

Wi-Fi Terminal Setup Guide

Wi-Fi set-up instructions for Move/3500 and iSMP4 terminals.

Merchant Card Functions

Merchant Card Usage and Activation

Explains the functions and usage of the Merchant Card.

Receipt Paper Roll Management

Ordering Receipt Rolls from Nets

Information on how to order receipt rolls from Nets.

Inserting a Receipt Roll into Terminal

Step-by-step guide for inserting a receipt roll into the terminal.

Reconciliation Procedures

Manual Reconciliation Process

Procedure for performing manual reconciliation on the terminal.

Automatic Reconciliation Activation

Information on activating and using automatic reconciliation.

Generating Terminal Reports

Transaction List Report

How to print a list of all stored transactions.

X-Total Report Generation

How to generate an X-Total report showing accumulated sales.

Z-Total Report Generation

How to generate a Z-Total report showing accumulated sales.

Operator Management and Setup

Creating New Operators

Step-by-step guide to register a new operator on the terminal.

Deleting Operators from Terminal

Procedure for deleting a registered operator from the terminal.

Printing Operator List

How to print a list of all registered operators on the terminal.

Multiterminal and Merchant Setup

Multiple Merchant Setup Guide

Instructions for selecting a merchant and performing a purchase on multi-merchant terminals.

Administrative Tasks and Updates

Card Agreement Management

Update, download, and print terminal card agreements for payment methods.

Software Update Procedure

Steps for manually updating the terminal's software.

Terminal Parameter Updates

How to update terminal parameters and network settings.

Troubleshooting Payment Terminal Issues

General Troubleshooting Steps

Common problems and their solutions for terminal operation and connectivity.

Terminal Freezing and Unresponsiveness

Steps to resolve issues when the terminal freezes or becomes unresponsive.

Transaction and Modem Connectivity Problems

How to check transaction status and troubleshoot modem connectivity issues.

Backup and Offline Transaction Procedures

Electronic Offline Transaction (EOT) Process

Procedure for using EOT for transactions when communication fails.

EOT Printing and Submission

Instructions for printing and submitting stored EOT backup solutions.

Terminal Servicing and Lease Termination

Swap Service for Defective Terminals

Process for obtaining a replacement terminal for a defective unit.

Lease Termination Procedures

Procedures for terminating a terminal lease agreement.

Terminal Security Best Practices

PCI PTS Compliance Overview

Information on the PCI PTS security standard for payment terminals.

Secure PIN Entry Guidelines

Guidelines for secure PIN entry to prevent fraud.

Terminal Inspection and Skimming Prevention

Importance of regular checks for terminal integrity and preventing skimming.

Terminal Cleaning and Maintenance

Terminal Cleaning Advice

Advice on cleaning the terminal parts to avoid damage.

Customer Service Contact Information

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