Missing Payment Terminal credentials – Verosa

Problem

In a limited number of cases, the Payment Terminal may prompt for credentials when launched, showing a dialog box that "the settings have not been filled out yet." This often happens when launching the Payment Terminal after a reboot/power cycle.

If the Payment Terminal is showing an error regarding a corrupt settings database, review our troubleshooting guide.

Explanation

This occurs when the settings database has been corrupted, generally due to a conflict with the antivirus client on the computer, network connectivity issues, and/or multi-user environment issues. Generally speaking, the issue happens very rarely, and is easily corrected/prevented.

Solution

If this problem occurs frequently, please contact Payment Terminal Services.

1. Retrieve your Payment Terminal credentials.

In your initial boarding emails, you should have received an email with your Payment Terminal credentials (Company ID, User ID, Store Key), or an email requesting that you retrieve this information. Make sure you have that information handy.

If you don't have this information, please contact Payment Terminal Support.

2. Enter the credentials into the Payment Terminal.

Key in a display name for this integration account (only shown on the Payment Terminal), as well as the Company ID, Store Key, User ID, and the country the merchant account is based out of. Then, click the Test button, and click Save.

3. Close Payment Terminal when ending session.

The Payment Terminal should be closed using the close button at the top of the window before shutting your computer down, or disconnecting from your Remote Desktop session (if applicable). This may alleviate some of the issues seen.

4. Correct network issues, if needed.

To prevent issues, we recommend connecting any computers running the Payment Terminal to a wired internet connection. Internet connection issues may cause the settings database to become invalidated if the Payment Terminal is unable to communicate with our servers.

5. Add exclusions to virus scanners, if needed.

We have documented issues with certain anti-virus clients and the Payment Terminal, specifically quarantining our configuration files. Therefore, we recommend adding the following folders to your anti-virus client's exclusion list:

%PROGRAMDATA%\Payment Terminal\* - the configuration files/folders for the Payment Terminal
%PROGRAMFILES(X86)%\Payment Terminal\* - the program files/folders for the Payment Terminal

The above paths contain environment variables, which point to the default locations of these folders. If needed, adjust these paths as needed for your anti-virus client/installation.