Merchant Services

Help Using Ingenico Terminals



Ingenico Terminals

Have questions about the Ingenico® iCT250 and iWL 250? Check out our how-to and reference guides, and get the answers you need right away. Click on the tabs below.

Access the User Guide (PDF) for detailed instructions, to learn more.

Online Tutorials:

How to Connect Your Terminal

Your Ingenico terminal will arrive with the Magic Box cable management cord already connected. The magic box is the power cord and has two ports to plug in your phone or internet cable.

  • Connect your phone, power and/or Internet cables to the Magic Box.
  • Secure the Magic Box in a nearby location, using a screw, zip tie or hook. This reduces stress on the connections, prevents unintentional disconnections and keeps clutter off your counter.
  • Connect the power adapter to a nearby outlet.

For assistance connecting a PIN pad to your Ingenico iCT250 terminal, please contact the Help Desk: at 1-888-886-8869. Follow the call menu promptings for Technical Assistance.

How to Process a Sale Transaction

View Online Tutorial
  • To begin a Sale Press [0]
  • Enter the dollar amount of the transaction, and pass the terminal to your customer.
    • For magnetic stripe payments, the customer should swipe their card, and then specify credit or debit
    • For EMV chip card payments, the customer should insert their card and leave it inserted for the entire transaction. If the chip card is swiped, the terminal may prompt the customer to insert the card in the chip reader slot.
    • For contactless payments, the customer should tap/wave their card or mobile device on or in close proximity to the terminal’s screen.
  • The terminal will communicate with our host, and when the response is received, a receipt will be printed.
  • To begin the next transaction.
  • Press the Green [Enter] and then use the hot keys to navigate to the type of transaction you wish to perform next.

If you are processing transactions using our Restaurant Application and Tip Processing is enabled, follow these steps:

  • On your terminal's Main Menu, scroll down and select Tip
  • Select which option to search for the transaction to be adjusted
  • Follow the instructions on the terminal's screen to select the transaction that requires adjustment
  • Press the appropriate hotkey to accept the tip and new total

Note: you can add a tip to only transactions in your current (open) batch.

If the Tip option is not available on your terminal screen, call the Help Desk at 1-888-886-8869 to discuss modifying your setup options to add tip processing. Follow the call menu promptings for Technical Assistance.

Note: steps may differ slightly if you're using a separate PIN pad with your terminal. For other transaction types, please read the Quick Reference Guide (PDF).

How to Process a Return

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How to Reprint Receipts

  • Press 1 to reprint the last receipt or
  • Press 2 to Search for a receipt to reprint.
    • Follow the prompts to reprint the receipt

How to Reporting and Settlement

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A settlement operation is used to close out the current batch of transactions and open a new batch. The closed batch is then submitted to begin the funding process. Your Ingenico terminals use a Terminal Capture System (TCS), meaning it stores transactions throughout the day and sends batch totals of sales and refunds after the close of business. There are two settlement options.

  • Manual Settlement: if your terminal is set to manually settle
    • Press the green [ENTER] button
    • Use the Arrow Key to scroll down to Settlement and press the green [ENTER] button
    • Press the appropriate hotkey for YES and ACCEPT to settle/close the batch
    • At the end of every successful batch Settlement, a settlement report will automatically print
  • Auto Settlement: if your terminal is set to auto settle, transactions in the current batch will settle at a specific, predetermined time, within a 24-hour period.
    • When configured, auto settlement begins any time after the set time occurs.
    • At the end of every successful batch Settlement, a settlement report will automatically print
  • To change your settlement option to Auto, call the Help Desk at 1-888-886-8869.

Note: the terminal must be powered on for the Auto Settlement to occur.

How to Reload Printer Paper

  • Access the printer roll by lifting up the paper cover on the rear of the terminal.
  • Remove any empty paper roll and place the new roll of paper in the compartment with the paper feeding from the bottom of the roll and a small amount of paper pulled out
  • Close the paper cover
  • Press and hold the yellow Back [<] key to feed the paper.

How to Run a Report

Your Ingenico terminals offer multiple reports that help you view or print details and summaries for the transactions in your open batch. To begin:

  • Press the Pound [#] key
  • Select Reports to view the Reports Menu
  • Use the arrow key and press the green [ENTER] button to select the report you wish to view or print.

Running these terminal reports will not Settle your batch or in any way alter the transactions that have been processed. For more reporting power and instant access to your merchant statement, use Resource Online featuring the reporting Dashboard. The Dashboard offers an at-a-glance view of your daily sales and settlement figures from any PC.

How to Void a Transaction

View Online Tutorial
  • Press the green Enter key
  • Select Void in the Main Menu
  • Select which option to search for the transaction to be voided
  • Follow the prompts to select the transaction you wish to void
  • Select the appropriate hotkey for YES to void the transaction

Compared to processing a refund, a void allows you to cancel a transaction in your current (open) batch, which lets your customer hang on to their funds and can save you on transaction fees.

How to Troubleshoot the Printer

If receipts are not printing and a "No Paper" error displays on your terminal:
  • Open the paper compartment
  • Remove the paper roll and check for any jammed paper.
  • When finished, replace the paper roll and close the compartment.

If the paper advances from the printer but is blank:

  • Make sure you are using thermal-sensitive (not plain) paper.
  • Make sure the paper feeds from the bottom of the roll.

How to Get Help

Contact the Help Desk for immediate technical assistance: 1-888-886-8869. Follow the call menu promptings for Technical Assistance.

If you have a question about fees or need general support for your existing processing account, you can call Chase Paymentech Merchant Services at 1-888-886-8869.

The products and services found on commercesolutions.jpmorganchase.com are intended for approved U.S. merchants only and comparable products and services may not be available for non-U.S. merchants. For information on non-U.S. products and services, please visit our other sites at www.chasepaymentech.ca and www.chasepaymentech.eu. All U.S. merchant services are provided by Paymentech, LLC ("Chase Paymentech"), a subsidiary of JPMorgan Chase Bank, N.A.