Below is a list of frequently asked questions about Paragon chip and PIN terminals in WellnessLiving. If your question isn’t addressed in this article, please contact WellnessLiving Support.
Caution: Certain issues may require solutions that can only be provided by a Paragon customer support representative. We strongly recommend against tampering with your chip and PIN terminal or attempting to modify its settings if it behaves in unexpected ways, as this can lead to damaging the terminal.
General inquiries
How do I change the time on the terminal?
How do I change the time on the terminal?
To configure the time on your terminal, you must directly reach out to Paragon’s Customer Care team.
Do I receive an email once the terminal is shipped out?
Do I receive an email once the terminal is shipped out?
Yes, an email is always sent to you when the terminal is shipped out. The email will contain key information, such as the serial number of the device and the Terminal ID. Here's an example:
If you've specifically requested for the device to be configured via Wi-Fi, this email should contain an attachment with instructions on how to connect the device to your Wi-Fi network.
Are there any terminal features that can’t be enabled, disabled, or edited?
Are there any terminal features that can’t be enabled, disabled, or edited?
The following features can’t be changed:
Audio, such as keypad and touchscreen beeps
Keypad lights
Screen backlight
Contactless (tap) payments
Where do I find my Terminal ID?
Where do I find my Terminal ID?
There are two ways to identify the Terminal ID:
If you have the terminal on-hand, follow the instructions below:
From the Main Menu, click on 1.
At the bottom of the READY... page, look for Terminal ID followed by a 3-digit number.
The Terminal ID is also provided in the email sent to you when the device is shipped.
Can my device be covered by insurance if the terminal is damaged?
Can my device be covered by insurance if the terminal is damaged?
An insurance company may cover the cost of a payment terminal that was destroyed, depending on the specific terms and conditions of the insurance policy. Generally, insurance policies may only provide coverage for property damage caused by natural disasters such as fire, but the coverage details can vary.
Is the Verifone terminal compatible with the Elevate Staff App?
Is the Verifone terminal compatible with the Elevate Staff App?
No, the Verifone terminal isn’t compatible with the Elevate Staff App. Staff members must use the Staff Back Office to process transactions through the terminal.
Can I use the terminal as a standalone payment processing solution?
Can I use the terminal as a standalone payment processing solution?
No, the terminal must be set up as an integrated payment processing solution and synced with WellnessLiving in order for you to process payments.
How can I tell if my device is in “Standalone” mode?
How can I tell if my device is in “Standalone” mode?
The easiest way to identify whether a terminal is on standalone mode or integrated is by the number of options available on the main menu:
7 options indicates that the terminal is on standalone mode and needs to be changed to integrated.
3 options indicate that the terminal is in integrated mode.
How do I switch my device from “Standalone” to “Integrated” mode?
How do I switch my device from “Standalone” to “Integrated” mode?
To switch your device from standalone mode to integrated, please contact WellnessLiving Support.
Power or mechanical issues
Why is there blank or incorrect information on the display screen?
Why is there blank or incorrect information on the display screen?
This is usually due to an internal software error on the device that can be easily solved by power cycling the terminal. To do this, unplug the terminal from its power source, wait for five seconds, then plug the terminal back in.
Why is the keypad not responding when I press it?
Why is the keypad not responding when I press it?
This is usually due to an internal software error on the device that can be easily solved by power cycling the terminal. To do this, unplug the terminal from its power source, wait for five seconds, then plug the terminal back in.
Why is my Paragon chip and PIN terminal not receiving power?
Why is my Paragon chip and PIN terminal not receiving power?
This is usually because of a faulty connection to the power source. For more information, see Why is my Paragon chip and PIN terminal not receiving power?
Network Connectivity
Are there visible indicators which would help identify which network methods are connected?
Are there visible indicators which would help identify which network methods are connected?
Yes. To identify the network communication methods that are currently connected to the terminal, you need to navigate to the Communication Panel screen by following the steps below:
In the Main Menu, hold the 1, 5 and 9 keys at the same time.
Select the Com Control
On the Communication Panel screen, you’ll see several different network options. Each network method will either show Down, Off, or Up status:
Down indicates that the method is connected, but unresponsive.
Off indicates that the method isn’t connected.
Up indicates that the method is connected and functioning correctly.
How do I switch my IP configuration between DHCP and Static IP?
How do I switch my IP configuration between DHCP and Static IP?
Currently, Verifone terminals don't support static IP addresses.
Can I connect the terminal to both Ethernet and Wifi, or set it to automatically backup to a different network?
Can I connect the terminal to both Ethernet and Wifi, or set it to automatically backup to a different network?
The V200C and V400C can use both Ethernet and Wi-Fi. However, the terminal can only be configured to use one or the other at once. This means that they can’t be automatically backed up to a different network.
When switching from Ethernet to Wi-Fi or vice versa, you'll need to reach out to Paragon for assistance. For Paragon’s contact information, please see Contact information for merchant processors and ACH providers.
What happens when you lose network connectivity during a sale? Are there any error messages?
What happens when you lose network connectivity during a sale? Are there any error messages?
If the terminal disconnects from the network during a sale, there will still be an opportunity to complete the transaction once you’ve resolved the connectivity issue and the terminal reconnects to the network. After the issues are resolved, press 1 on the terminal keypad to complete the sale.
What do I do if my Paragon chip and PIN terminal can’t connect to the internet through a wired connection?
What do I do if my Paragon chip and PIN terminal can’t connect to the internet through a wired connection?
This is usually due to either a faulty connection through the ethernet cord or an internet outage. For more information, see What do I do if my Paragon chip and PIN terminal can't connect to the internet through a wired connection?
What do I do if my Paragon chip and PIN terminal isn’t receiving network connectivity via Wi-Fi?
What do I do if my Paragon chip and PIN terminal isn’t receiving network connectivity via Wi-Fi?
This is usually due to the connection between the router and the terminal being interrupted or an internet outage. For more information, see What do I do if the terminal is not receiving network connectivity via Wi-Fi?
Syncing
Is it possible to use one terminal across multiple locations using different Merchant accounts?
Is it possible to use one terminal across multiple locations using different Merchant accounts?
No. Each terminal and its Terminal ID are configured to a specific Merchant account.
To learn how to sync or desync a terminal from its location, see Getting started with the Verifone V200c/V400c Plus.
NOTE: To avoid manually switching terminals between locations, it's recommended to purchase one terminal per location.
What happens if I’ve synced a terminal to a specific location, and then I change the name of the location within WellnessLiving?
What happens if I’ve synced a terminal to a specific location, and then I change the name of the location within WellnessLiving?
If you change the name of a location that a terminal is assigned to, it will automatically change the location name assigned to the terminal in WellnessLiving.
To learn how to desync a terminal from its location, see To modify or remove a card reader under Getting started with the Verifone V200c/V400c Plus.
Payment Methods
Do WellnessLiving gift cards work with Paragon terminals?
Do WellnessLiving gift cards work with Paragon terminals?
No. WellnessLiving doesn’t provide physical gift cards that can be used at locations, only redeemable codes. For more information, see Redeeming a gift card.
Do Paragon Verifone terminals work with Google and Apple Pay?
Do Paragon Verifone terminals work with Google and Apple Pay?
Yes, but only if the cardholder is paying with Visa, Mastercard, Discover, or American Express.
Is PIN Debit Accepted?
Is PIN Debit Accepted?
Yes, as long as:
The debit card doesn’t have a credit card payment logo on it such as Visa or Mastercard.
PIN debit is enabled on the merchant account.
Paragon accepts the specific debit network.
Do Apple cards work on the Verifone terminals?
Do Apple cards work on the Verifone terminals?
No, physical Apple cards won’t work on the Verifone terminals because they don't have Near-Field Communication (NFC) capabilities.
Saving credit card information
Can a client’s credit card information be saved to WellnessLiving after completing a transaction through a Verifone terminal?
Can a client’s credit card information be saved to WellnessLiving after completing a transaction through a Verifone terminal?
Yes. In the checkout page, the Save Payment to Client Profile option must be turned ON. For more information, see Managing a client’s credit card information.
Is credit card information saved if a transaction fails or is declined?
Is credit card information saved if a transaction fails or is declined?
No, the sale must be approved for the information to be saved to WellnessLiving.
Can credit card information manually be saved via a Verifone terminal?
Can credit card information manually be saved via a Verifone terminal?
No, you can’t use the terminal to save a credit card on file. For more information, please see Managing a client’s credit card information.
Transactions
Can refunds or voids be processed directly on a terminal?
Can refunds or voids be processed directly on a terminal?
No. Refunds and voids must be processed on the Staff Back Office. For more information, see:
What happens in the Staff Back Office when a payment is cancelled on the terminal?
What happens in the Staff Back Office when a payment is cancelled on the terminal?
When you cancel a payment directly from a terminal, a popup will appear on the Store page in your Staff Back Office notifying you that the payment has been canceled. This won’t impact the cart or any progress on the store page.
What happens on the terminal when you cancel a payment from the WellnessLiving checkout page?
What happens on the terminal when you cancel a payment from the WellnessLiving checkout page?
An error message will display on the terminal. Additional information about the error message will appear depending on how the transaction was canceled.
I didn’t process a void. Why do I see multiple voids on my WellnessLiving reports?
I didn’t process a void. Why do I see multiple voids on my WellnessLiving reports?
When using a Paragon terminal, voided transactions will appear in WellnessLiving reports when you take specific actions on the checkout page during the sale process.
For example, a void record will be generated if:
You start a transaction using the card reader and then click 'cancel transaction' before finishing the sale.
If a transaction is approved on the terminal but canceled before WellnessLiving confirms that it's successful.
A transaction is successfully processed on the terminal, but any action or change is made on the checkout page in WellnessLiving before the sale is confirmed and completed. This includes:
Modifying the tip or sale amount after processing
Adding a payment method.
Closing or refreshing the browser
Changing item quantities.
Any action that affects the sale amount before confirmation and completion in WellnessLiving.
When I process a sale, it continuously attempts a $1.11 authorization
When I process a sale, it continuously attempts a $1.11 authorization
Your terminal is most likely in Demo Mode. Please reach out to Paragon for instructions on how to disable Demo Mode.
How does it work if a client wants to split a payment on either one or more terminal?
How does it work if a client wants to split a payment on either one or more terminal?
When a payment is split, only one terminal can be used. The user can choose to select which payment goes first.
For more information on how to process a sale with split payments, see FAQ: The store.
Do error messages on the terminal during a transaction provide an accurate reason why a payment fails?
Do error messages on the terminal during a transaction provide an accurate reason why a payment fails?
The error messages that appear on the screen will be limited to statuses like Approved or Declined. Specific transaction error messages aren’t available.
For more information on why a transaction has failed, please contact WellnessLiving Support if you’re unable to identify the issue.
Security
What kind of encryption does Paragon use for these devices?
What kind of encryption does Paragon use for these devices?
E2EE: End-to-End Encryption.
What do I do if my terminal is lost or stolen?
What do I do if my terminal is lost or stolen?
If your Verifone terminal is lost or stolen, proceed as follows:
Create a new email with answers to the following:
What is the model of the missing device?
What is the Serial Number (S/N) or Terminal ID (TID) of the missing device? If you have more than one terminal, you can identify the S/N or TID through exclusion by checking the IDs in your store against the devices registered in WellnessLiving.
Where was the terminal lost or stolen?
If you suspect theft, did you file a police report?
If yes, please attach the report and send it to us as soon as possible.
If no, please file a police report and send it to us as soon as possible.
Send your email to the WellnessLiving Merchant Processing team at [email protected] and Paragon’s Customer Care team at [email protected].
Do these terminals have a security feature that prevents physical tampering?
Do these terminals have a security feature that prevents physical tampering?
Yes, if someone attempts to modify the internal hardware of a terminal, a Tamper Warning message will be displayed on the terminal.
If you see this message on your terminal, please immediately reach out to [email protected].
Receipts and printing
What does the receipt format look like?
What does the receipt format look like?
The receipt will contain six items in the following order:
MID: Your Paragon Merchant ID
Header Line 1: Business Name (DBA)
Header Line 2: Address
Header Line 3: Address (Continued)
Header Line 4: Phone Number
Header Line 5: N/A
How do I configure headings for our receipts?
How do I configure headings for our receipts?
If you’re changing any of the items in the headers, such as your business name or phone number, you first need to change these items on your merchant account. Reach out to Paragon to initiate this process.
Can the printer be turned off or on?
Can the printer be turned off or on?
Please reach out to Paragon’s Customer Care team for information on how to do this.
Why is thermal receipt printer not printing from my Paragon chip and PIN terminal?
Why is thermal receipt printer not printing from my Paragon chip and PIN terminal?
This is usually due to an issue with how the receipt roll was installed into the printer. For more information, see Why is thermal receipt printer not printing from my Paragon chip and PIN terminal?