Working with Payment Processing Equipment
Merchants who wish to obtain user guides for terminals at their location can find them in this section or contact Merchant Services when troubleshooting issues with an existing terminal.
About Payment Card Terminals at UCSF
UCSF has contracted with Bluefin for deployment of payment card terminals with Point-to-Point Encryption (P2PE). This both ensures that payment card data is processed under the highest level of security available to avoid vulnerability to a breach and reduces the scope of our PCI DSS liability in the event of a breach, should one occur. As such, UCSF is working to decommission all payment terminals that do not support P2PE capabilities.
If you are a merchant operating with the following Bank of America devices or other outside terminal providers you will need to include an update to a Bluefin device in your immediate forecast.
Common Bank of America terminals to be decommissioned:
- FD130
- FD130DUOEMV
- FD100Ti
- FD100TiWiFi
- FD410
Process Steps for Working with Merchant Equipment
Troubleshooting Payment Processing & Equipment:
Bluefin Standalone Terminals
The first step in working through a payment terminal failure is always to reboot and restart the terminal. It can take some time to power back on and fully reboot as this is when software and firmware updates are picked up as sent by the provider. Be patient and follow any instruction prompts on the screen as the terminal powers on.
A full reboot of every payment terminal should be conducted at least monthly to ensure that security and fraud prevention software is current at all times.
If you are still unable to process payments after a full reboot, open a service ticket by emailing [email protected]. We work to resolve all down terminals with the highest priority, understanding the need to get back online within the business day if at all possible.
User guides for our most popular terminal models are also linked at the bottom of this page.
Bluefin with Epic Connectivity
Bluefin terminals that are used for swiping cards for payment of services being processed via Epic are configured very differently. While Merchant Services can assist in validating the functionality of the Bluefin terminal, each department’s IT and Epic Administrators are responsible for maintaining IP addresses and communications between Epic and the terminal itself over the network. As an example, the quick guide for restoring Bluefin and Epic communications within the School of Dentistry, as drafted for ease of reference by Merchant Services, is linked below.
*Merchant Services is not part of IT and does not have visibility into how every merchant department maintains their Epic and IT management.
E-commerce (Heartland/Touchnet)
In the event of a missing Journal Entry or out of balance GL for an e-commerce payment site hosted by Heartland/Touchnet and email should be sent to [email protected] with the following data:
- Date(s) of missing transactions
- Amount(s) of missing transactions
- Journal ID number(s), should they be available
E-commerce (Authorize.net)
Although some e-commerce sites within the UCSF system are still operating under Authorize.net, UCOP has chosen not to continue with the contract as of 2021. With that in mind, services support via Merchant Services is not available for Authorize.net issues, and merchants will need to contact Authorize.net directly for troubleshooting assistance: [email protected].
A transition to utilizing Heartland/Touchnet for e-commerce solutions is highly recommended to ensure appropriate PCI Security is in place and support is available to merchants as needed. Merchant Services is available to assist in this transition. Email [email protected] for more information.
Requesting Replacement Equipment
To request replacement equipment, please email [email protected] including the merchant name, merchant ID number, terminal ID number, and complete address for shipping replacement equipment. The merchant ID number and terminal ID number can be found on the sticker on the terminal. Please include the associated terminal ID number with the request, as well as the pin pad serial number, so that the existing terminal can be appropriately decommissioned.
Current terminal model information and pricing will be provided within two business days of your request, and a meeting to review options and implementation expectations can be setup, should you desire.
Returning Credit Card Equipment
To return credit card equipment (defective or no longer needed, etc.), please email [email protected] to request decommissioning documentation. Include the merchant name, merchant ID number, equipment ID number or serial number, and the reason for the return.