Help Using Verifone VX 520

Have a quick question about the terminal? Check out our short how-to instructions and reference guides, and get the answers you need right away. Click on the tabs below or review the Verifone Quick Reference Guide.

How to Connect Your Verifone Terminal

  • Select a location for the terminal near a power outlet and an Internet router, modem or wall jack that is convenient for the operator and offers adequate ventilation and protection for the equipment.
  • If you are connecting your terminal to a telephone line, plug one end of a standard telephone cord into the phone port on the terminal and the other end into your telephone wall jack. Note: For optimal performance, we suggest using the provided phone cable on a dedicated phone line, and not connecting through a splitter.
  • If you are going to use an Internet connection, plug one end of an Ethernet cable into the terminal's Ethernet port, which may be labeled as "ETH" or "10Base-T." These cables are very common and are technically named "Cat5 cables." Plug the other end into your router, modem or Ethernet wall jack. Note: You can connect both Internet and phone cables to the terminal, so that your terminal can automatically switch over if you ever suffer from Internet connectivity problems.
  • Make sure that one end of the power cord is plugged into the adapter and then plug the other end into an indoor outlet.
  • Attach the small plug on the adapter cord to the power port on the rear of the terminal.

It's important to note that you should never plug a PIN pad into a powered-on terminal – it could damage the equipment. For assistance connecting a peripheral PIN pad to your terminal, please contact the Help Desk at 1-888-886-8869.

How to Process a Sale Transaction

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Payment Processing Methods:

  • Insert - if the customer has an EMV chip card, and your terminal is enabled to accept EMV transactions, then the customer should insert their card into the terminal's chip card slot, which is on the front of the terminal, beneath the colored keys.
  • Swipe – the customer can swipe their card down the magnetic-stripe reader on the terminal's right side.
  • Tap (optional) – if the customer has a contactless payment instrument, such as a contactless card or a mobile wallet on a smart phone, then they should tap or wave it directly over the terminal's display screen.
  • Manual Entry – you can key the card number into the machine in the event that the card or terminal does not accept the other transmission methods, however, this could cause the transaction to downgrade and incur a higher interchange fee. Learn more about interchange here.

Note: steps may differ slightly if you're using a separate PIN pad with your terminal

For other transaction types, please review the Verifone Quick Reference Guide.

How to Reprint Receipts

  • To reprint a receipt, press the purple hot key furthest to the left to scroll down.
  • Press [F3] to select Reprint.
  • To reprint the receipt for the most recent transaction, press the [F2] key.
  • Or, you can press the [F3] key and key in the invoice number for the receipt you wish to reprint. Press the green [Enter] key when you're finished.

How to Add a Tip

If tip processing is enabled for your terminal, then you can perform tip adjustments on transactions in your open batch.

  • Begin by pressing the second purple hot key from the left to open the Tip Adjust menu.
  • There are several ways to identify the transaction to be adjusted.
    • Press the [F1] key to search by the ID of the clerk or server who entered the original transaction.
    • Or, press [F2] to search based on the amount of the original transaction.
    • You can press [F3] to search using the last four digits of the customer's card number.
    • Or, press [F4] to identify the transaction based on the invoice number, which is printed on the receipt.
  • When the transaction detail displays, you can press [F1] to confirm that this is the transaction in which you'd like to add a tip.
  • Enter the tip amount, press [Enter] and you'll be done. You can only add a tip to transactions in your current (open) batch.
  • If the Tip Adjust 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.

How to Refund Transaction

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  • Main Menu Screen is displayed, press the purple function key (far left button below display). This expands the menu.
  • Press the [F1] key to begin a Refund transaction.
  • Enter the Refund amount and press the green [Enter] button.
  • Pass the terminal to customer to present their card. Press [Enter] to display the next screen for cardholder.
  • Customer will insert (chip card), swipe, or tap their card.
  • The customer leaves card inserted, press [F1] Yes to confirm the refund amount.
  • Refund will transmit and be authorized. No action required.
  • Refund approved, customer instructed to remove card.
  • The customer returns the terminal to merchant. Press [Enter] to print the merchant receipt.
  • Press [F1] Yes to print the customer receipt.
  • The Refund is complete. The Main Menu screen displays.

How to Void a Transaction

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A void allows you to cancel a transaction in your current (open) batch.

  • Press the [F4] key to select Void from the menu.
  • To void the most recent transaction, press the [F1] key. You can press [F1] again to confirm that this is the transaction to void, and you'll be done.
  • If you want to void a transaction other than the most recent transaction, you can search for a transaction by pressing the [F2] key.
  • Press the [F1] key to search in the current batch of unsettled transactions. Or, press [F2] to search for authorization-only transactions.
  • Press the [F1] key to search by invoice number. Or, press [F2] to search by account number.
  • When the transaction detail displays, you can press [F1] to confirm that this is the transaction to void, and you'll be done.

How to Run a Report and Settle Your Batch of Transactions

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Your Verifone terminal offers several reports that help you view details and summaries for the transactions in your open batch.

  • Press the purple hot key furthest to the right to view the Reports menu and select a report to research your sales figures.

The information in the Detail Report can be used to research a specific customer's transaction in your current (open) batch.

  • To access reports, press the purple hot key furthest to the right to view the Reports menu.
  • Select Detail Report to print detail information for each transaction in your current (open) batch.

The information in the Totals Report can be used to make sure your terminal totals are balancing with your registers.

  • To access reports, press the purple hot key furthest to the right to view the Reports menu.
  • Select Totals Report to print a totals summary for each card type and issuer for the transactions in your current (open) batch.

Running these terminal reports does 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, Resource Online featuring the Instant Dashboard offers an at-a-glance view of your daily sales and settlement figures from any computer.

Settle Your Batch of Transactions

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 Chase to begin the funding process. Your Verifone terminal uses a Terminal Capture System (TCS), meaning it stores transactions throughout the day and sends batch totals of sales and refunds to Chase after the close of business. There are two settlement options.

  • Manual Settlement – if your terminal is set to manually settle, press the [F3] key to select Settlement from the main menu, and then follow the prompts.
  • Auto Settlement – if your terminal is set to automatically settle, it will automatically settle transactions in the current batch at a specific, predetermined time, within a 24-hour period. For instance, if you configure your terminal to perform Auto Settlement at 10 p.m., after your business has closed for the day, then every day at or after 10 p.m., any unsettled transactions in your batch will automatically be submitted for processing. This will occur as long as your terminal is powered on and connected to an available phone or Internet communication service.

At the end of every successful batch settlement, a settlement report automatically prints from your terminal - you should review any settlement printouts to confirm the batch settled successfully. To change your settlement option, call the Help Desk at 1.888.886.8869. Follow the call menu promptings for Technical Assistance.

How to Reload Printer Paper

  • Access the printer roll by pulling the release on the top of the cover.
  • Remove any empty paper roll. 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, then push the paper cover closed.
  • Tear off the excess paper. If necessary, you can press and hold the [3] key to feed the paper.

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 during transactions but is blank:

  • Make sure you are using thermal-sensitive paper, not plain paper. You can verify this by running your fingernail down the side of the paper – it should leave a line.
  • Make sure that the paper roll is loaded so that the paper feeds from the bottom of the roll.

How to Get Help

If you are having technical trouble and would like help from a member of our Help Desk, then call 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 Client Services at 1-888-886-8869.

Anytime you contact us, please have your merchant ID and other merchant information available for identity verification purposes.

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"), a subsidiary of JPMorgan Chase Bank, N.A.

Reference Guides

If you have accessibility issues with the attached documents and require further assistance, please contact the Help Desk @ 1-800-934-7717 for further support.