Handheld

I can’t find my Merchantware credentials. What do I do?

We sent your Merchantware credentials in an email with “Merchantware Credentials” in the subject line. If you can’t find your Merchantware credentials, contact our Support Team.

Handheld Quick Start Guide

We provide a quick start guide (QSG) for your Handheld device that includes how to set up your device and FAQs.

The QSG is in PDF format. To view the QSG, you need a PDF viewer, for example, Adobe Acrobat Reader.… Read More “Handheld Quick Start Guide”

What are the Handheld’s default ports and hosts?

Your Semi-Integrated Handheld uses the following ports:

Port Protocol 443 SSL 7622 SFTP

Your Semi-Integrated Handheld uses the following hosts:

genius.merchantware.net
transport.merchantware.net
s01.merchantware.net
ps1.merchantware.net
logupload.merchantware.net

My Handheld’s keypad isn’t working, what do I do?

If any of the keys on your Genius Handheld are not working, contact our Genius Support Team.

My Handheld isn’t reading chip cards, what do I do?

Your Genius Handheld accepts EMV cards. If your Genius Handheld is not reading a chip card, check that the card is fully inserted into the card slot.

If the card is fully inserted, but still is not being read, contact your POS provider to confirm that the integration between your POS and your Genius Handheld is up to date.

How does my Handheld device work?

Note: Your Genius Handheld does not share any sensitive cardholder data with your POS.

Your POS sends information about the transaction to your Genius Handheld, such as the price and number of items.
Your Genius Handheld displays the information to your customer.

My Handheld device does not turn on, what do I do?

If your Handheld does not turn on, check if it has sufficient charge.
To check if your Handheld has sufficient charge, complete the following steps:

Insert the micro USB cable into the micro USB port on your Handheld.
Plug the micro USB cord into a power outlet.

My Handheld device is frozen, what do I do?

To unfreeze your Handheld, complete the following steps:

Tap .
Swipe up on the application to force close it.
Reopen the application.

If your Handheld is still frozen, contact our Support Team.

My Handheld device isn’t functioning correctly, what do I do?

My Handheld isn’t connecting to the internet

Step 1. Run a gateway connection test by completing the following steps:

a. From the home screen, tap .

b. Tap Test.

c. Confirm that the test shows Network test Pass, and then tap OK.… Read More “My Handheld device isn’t functioning correctly, what do I do?”

How can I find out the IP address of my Handheld device?

You can find the IP address of your Genius Handheld on the Admin screen. To find the IP address of your Genius Handheld, complete the following steps:

From the home screen, tap .
Your IP address displays next to My IP address.