How long does it take for funds to be returned to the Customer’s Account?

• This is determined by the Card holder’s bank account.

How do I Reprint Transaction Receipt?

• VL100 / VL110 / VP100 = Favorites Button, 1.Reprint Receipt
• VL500 = Menu button, Reprint Receipt

Why did my card Decline?

• Decline Reasons

How do I view a previous Batch?

• VL100 / VL110 / VP100 = Menu Button, Reports, Closed Summary or Detailed Report, Select Referenced Batch
• VL500 = Menu Button, Report, Cllosed Batch or Detailed Report
• Online Portal = Reports in the Sidebar Menu, BatchOut Report, enter EPI in the Search field while selecting the Date range of the Batch Report.

Inconsistent Battery in VL110 / VL500

• Discharge the battery and let it charge overnight. Ensure you are using the provided charging cable and wall adapter to ensure the best usecase.

To discharge the battery; let the battery reach 0% and power itself off

I modified my Merchant’s Device Parameters. How do I update the Terminal?

• Perform a Package Download on the Terminal
• VL100 / VL110 / VP100 = Favorites Button, 6.Package Download, OK
• VL500 = Menu Button, Updates, ENTER

How do I perform a Full Board as an ISO?

• Full-Board

How do I modify Sub-ISO visibility of Merchants?

• Navigate to User Management, locate the Admin Account of the Sub-ISO, select the Vertical Ellipsis followed by Edit. Towards the bottom of the page you will be able to toggle Merchant accounts this Sub-ISO will have visibility to. Save your changes to reflect.

While performing a Full or Quick Board I am unable to continue; why?

• Ensure all necessary fields are populated, these are marked with an *.

How do I move a Merchant between different Processors?

• Navigate to Merchant Management, locate the Merchant account, select the Vertical Ellipsis followed by Edit. Navigate to page 3. Devices, change the Processor information for each of the Merchant’s devices according to the new Processor information. You will then need to perform a Package Download on the Terminals to reflect the changes after Saving.

How do I update a VL300 or VP300 to the latest App Version?

• Ensure the device is connected appropriately to the VL100 / VP100 and perform a Package Download to ensure the latest software is installed. Your ISO needs to ensure that App Download is toggled to Enabled on your Terminal within the Online Portal for this to work as expected.

I want to create Promotions on the Paper Receipt.

• Promotions

What connection types are supported on my Terminal?

• VL100 / VP100 = Ethernet, WIFI
• VL110 / VL500 = Cellular, WIFI
• RCKT = Bluetooth to Mobile Phone

How do I enable my SIM in my VL100 / VL500?

• VL110 = Favorites Button, 7.Comm Config, 2.Comm Config, GPRS, Connect.
• VL500 = Menu Button, Settings, WIFI Config, toggle WIFI Off.

How do I receive a Merchant receipt to my email for each Transaction?

• From the Merchant Account navigate to My Setting, Email Setting, select SEND in the drop-down box below Merchant copy via email followed by Saving.

How do I enable Paper Receipts?

• From the Portal, select Device Management, Locate your Device’s EPI, select the Vertical ellipsis followed by Edit Parameters. In the receipt section, select Yes on Paper Receipt. Save and perform a Package Download on the Terminal.

My Receipt prints very light; why?

• Ensure that the receipt tray is clean and closed appropriately, ensure the Terminal is not in Power Save mode (VL110 only) and has at least 45% battery life.(VL110 / VL500)

How do I Batch Out via the Mobile App?

• Select the Menu Button followed by Batch followed by selecting the Menu button again then Batch Out. To complete select Submit.

Can I manage multiple stores in the Mobile App?

• Yes, tap on the Merchant Name on the top of the screen; then a drop down will appear with all the individual Stores listed.

How do I perform a Manual Entry on the Terminal?

• At the Present Card screen start entering the Card Details on the Keypad. If it will not allow or say Transaction not Permitted reach out to your ISO for enabling Manual Entry for both Credit and Debit.

I enabled an AppDownload for my Merchants, how will I know their devices updated?

• Within Device Management if the AppDownload was pushed to the Terminal, the toggle then would be Disabled. You can also see the current version of a Terminal on the Device Management screen that will reflect the updated version as well as the assigned version.

How do I view a Transaction’s Decline Reason?

• Within the Transactions tab in the Online Portal, if you hover over the Decline Icon it will post the reason.

How do I enable both Paper and SMS Receipts?

• From the Portal, select Device Management, locate your Device’s EPI, select the Vertical ellipsis followed by Edit Parameters. In the receipt section, select Yes on Paper Receipt as well as Yes on SMS Receipt. Save and perform a Package Download on the Terminal.

My VL500 communicates Invalid Parameter.

• Close the Terminal’s batch via the Online Portal, then reattempt the Download.

How do I Close a Batch via the Online Portal?

• To close a Batch via the Online Portal navigate to Transactions in the Sidebar Menu, locate the most recent Transaction via from this EPI, select the Vertical Ellipsis followed by Open Batch. Then select the Action Button followed by Close Batch.

How do I setup Auto-Batch or Manual Batch for the Terminal?

• Navigate to Device Management, locate the EPI of the Terminal, select the Vertical Ellipsis followed by Edit Parameters. In the Terminal & Transaction section, then toggle Batch Out to Auto followed by setting the Settlement Time. If choosing to setup Manual Batch, toggle Batch Out to Manual.

How do I turn off Tip Receipt when I perform a Settlement?

• Navigate to Device Management in the Online Portal, locate your device’s EPI followed by selecting the Vertical Ellipsis then Edit Parameters. In the Receipt section toggle Settlement Report Tip (Print) to No.

How do you input lower case or special characters into the WIFI Password field?

• Press the associating Number or Character key multiple times to reach the desired key. For example, to achieve a lowercase a, press the 2 button on the keypad 5 times. To achieve a % sign, press the # button on the keypad 5 times.

How do I add Additional Lines to the Receipt Disclaimer?

• Navigate to the device's EPI within the Merchant Management section. In Edit Parameters, in the Receipt Section, If you need to add a new line to the Disclaimer section of the receipt, check to see if there are less than 4 lines under the Disclaimer. If there are less than 4 lines, you can add a new line by pressing the Shift key and the Enter key at the same time.

What is the Paper Size for the Terminals?

• Our Terminals will accept 2¼" by 55' Thermal Paper rolls.

How do I Copy Parameters?

• Navigate to Device Management. Check the EPI you would like to copy the Parameter Settings from, select the Action button followed by Mark as Favorite. Then, uncheck the EPI, locate the EPI you would like to have the Parameters copied to followed by checking that EPI. Then select the Action button followed by Copy Parameters. You will then be met with a pop up asking you to select the from the Favorites which EPI's Parameters you would like to be copied within Source Devices. Select the desired Parameter followed by select Save to change your Terminal's Parameters. (Please note this is only an ISO functionality)

How do I delete a Store from a Merchant's account?

• Navigate to Merchant Management, select the Vertical Ellipsis on the Merchant account followed by Edit. Navigate to page 2. Store, and in the bottom-right section select the "X" button next to the store followed by Save and then Update Merchant to complete the removal.

Why am I seeing Home screen information that is not relevant to my Merchant?

• Navigate to Merchant Management, select the Vertical Ellipsis on the Merchant account followed by Edit. Navigate to the 3. Devices page and remove the Tax ID information or the Fiscal DB information. Save the Terminal, Save the Merchant and revisit Edit Parameters to view appropriate Home screen Options.

What time does a Recurring payment charge?

• Recurring Billing instances are set to process at 10:00am EST.

What are supported WIFI Connectivity Types?

• Currently Valor devices support WEP, WPA1, WPA2-PSK password encryptions.

How do I move a Merchant from one Sub-ISO to another?

• Navigate to Merchant Management, followed by locating the Merchant account. As the ISO Admin if you select Edit, you will be able to modify which Sub-ISO can view this by changing Offices.

What are the dimensions of the Merchant Logos displayed on the Terminal?

• The logos would need to be 240 x 60 pixels.

How do I delete or remove a Terminal from a Merchant?

• Navigate to Merchant Management, followed by going to the Stores page, delete the Device from the bottom-right section, and Save changes.
  Note: This will remove all recorded data from the system of this Merchant's past transactions via this EPI.

Can L2/L3 Processing be done on Valor?

• Yes, currently on TSYS via our Virtual Terminal only.

Does Valor support L2/L3 Processing on Physical Devices?

• No, not at this time.

Does Valor support L2/L3 Processing on First Data?

• No, not at this time.

How do I enable L2/L3 Processing?

• Old Portal Enable L2/L3 Processing
• New Portal Enable L2/L3 Processing

Does Valor support Dual Pricing and BIN-Based Surcharge via Virtual Terminal?

• Currently, we only support BIN-Based Surcharge via the Virtual Terminal. Dual Pricing has yet to be released but is coming soon.

What is Entered Amount mean?

• When selecting Cash or Card within Entered Amount, when keying in the Transaction Amount on the Dual Pricing homescreen, it will either present as the Cash Amount(Adding the Differential) or Card Amount(Adding a Cash Discount).

How do I Delete a Device from a Merchant?

• Within the Edit Merchant Store section, you will be able to Remove or Delete a Device by selecting the "x" next to the Device name or EPI when presented under that store.

Can I Reprint a Previous Report on a Device?

• You are able to Reprint previous Detailed Reports by navigating to the Reports menu followed by Detailed Reports. After selecting Detailed Reports you are able to reprint several previous Batch Reports.

How do I Soft Reset a Device?

• VL100/VL110/VP100 = Menu Button > Host Utility > Reset Terminal
• VL500/VP500 = Menu Button > Settings > Reset Terminal