Installing a VX820 PIN Pad for Opayo (formerly SagePay)

Billy Fluck
Billy Fluck
  • Updated

PIN pads aren't 'plug and play' hardware - that means that unfortunately it's not possible to just plug them into a computer and start using them straight away. They require a bit of set-up before they're ready to use, but don't worry - even if you never normally deal with computers or hardware, we'll go through the process step by step.

Even if you've successfully installed a PIN pad before, we'd strongly recommend following this article very closely, in case there have been any changes to the process since you last completed it. Mistakes made during installation can be very difficult to rectify later, so it's best to get it right first time!

Installing a PIN pad for the first time covers three main stages:

  1. Installing the PIN pad on your PC: it's important that your computer recognises the PIN pad in order to communicate with it properly
  2. Configuring the PIN pad's software: this is how it will know which account transactions will be recorded against, how the pad should behave when in use, etc.
  3. Linking the PIN pad to Spektrix: this is how a transaction begun in Spektrix will automatically appear on the PIN pad when you're ready to take payment

There are also a couple of additional steps which may be required.

There's a lot to go through for this process, so we've laid out this article with collapsible sections. It's really important that you begin with the first section and work through each one in order before moving onto the next.

You may need to have Administrator privileges on the PC in order to install a PIN pad; without these you may not be able to install new drivers or software. If you're unsure, please check with whoever is responsible for your organisation's IT.

Don't plug in the PIN pad until you've installed the drivers.

Firstly, it's very important that you don't plug in your PIN pad just yet! You'll first need to download and install the PIN pad's driver – a component that the computer uses to be able to communicate with your PIN pad properly.

If you plug the PIN pad in before downloading the drivers, Windows will automatically attempt to find the best drivers itself – without having them already installed, it won't be able to find the correct drivers so will instead select ones which won't work properly.

Here's how to download the drivers:

  • Click this link to download the driver files for VX810 and VX820 PIN pads
  • You'll be asked to choose where to save the files on your PC – saving them to the Desktop will make them easy to find, although you can choose any location
  • Once they've downloaded, go to the download location and right-click on the file VX810 & VX820 Drivers.zip. Select Extract all and follow the instructions to create a new folder of the unzipped files:

Extract_Files_Verifone.JPG

NOTE: zipped (compressed) files take up less space than unzipped files, so are easier to use when transferring or downloading information. Once transferred, the files will then need to be unzipped before you're able to use them.

  • From the unzipped folder, double-click the setup.exe application to install the driver on your PC
    • You may be shown a pop-up asking if you want to allow the following program from an unknown publisher to make changes on your computer – if so, click Yes
  • You'll be asked to accept Verifone's licensing agreement. Select I accept the agreement and hit Next:

Verifone_Setup_1.jpg

  • The driver should automatically finish installing on your PC

NOW plug your PIN pad into the PC.

After you've plugged in your PIN pad, you may have to wait a moment while the computer installs it. You'll be able to see the progress in the computer's taskbar:

Installation_Progress.jpg

  • Once the PIN pad has finished installing, click the Windows icon in the bottom left-hand corner of the screen and type Device Manager, then select that option from the menu that appears
  • In the Device Manager window, expand the Ports menu by clicking the small arrow next to it
  • Your PIN pad should appear in the list as VX810 (COM9) or VX820 (COM9) depending on the PIN pad model:

Device_Manager.jpg

If your PIN pad is not showing under Ports as expected…

Sometimes the driver or PIN pad installation may not have completed successfully – if your device does not show up as VX820/10 (for example if the PIN pad is labelled as USB Trident Device) OR is not allocated to COM9, then do the following:

  • Right-click on the PIN pad in the Ports menu and select Update Driver Software
  • Select Browse My Computer for Driver Software
  • Click Let me pick from a list of device drivers on my computer
  • Click Have Disk
  • In the pop up click Browse..., then navigate to C:\Program Files\Verifone\USB Driver\Vx-Xp

NOTE: always select the XP folder, even if using a later version of Windows.

  • Double click VFIUSBF.INF
  • You'll be taken back to the pop-up window titled Install From Disk – click OK
  • You'll then see the pop-up window titled Update Driver Software – click OK, then Close once you're notified that Windows has finished installing the driver software

In the ports menu, you should now see the pad correctly listed as VX810 (COM9) or VX820 (COM9). If this doesn't happen immediately, try closing and then re-opening the Device Manager window.

If your pad is not displaying as COM9

Sometimes PIN pads show up with other COM ports, in which case you can try manually setting which port it should use. Here's how to do that:

  • In the Device Manager, right-click on the PIN pad and click Properties
  • Click on the Port Settings tab and then the Advanced button:

COM_Ports.jpg

  • Click on the COM Port Number dropdown and choose COM9
  • Click OK on both of the pop-ups to return you to Device Manager
    • If it tells you that the COM port is already in use, just click OK. You will also need to restart your PC at this stage.

You're now ready to configure and install SagePay's Guardian software on your PIN pad. To do this, SagePay have provided a piece of software called the PayRouter Guardian Configuration Utility, which you'll need to install on your PC.

NOTE: in some cases, the person or team responsible for installing hardware at your organisation may already have a copy of this software, if they've previously installed a PIN pad on another PC. It's important to ALWAYS check that you are using the most up-to-date version – please contact Support to confirm which version you should be using if you are unsure.

If you are following this guide for the first time, the following link will be for the latest version.

  • Click this link and select the latest Guardian zip file. It will be called something like GuardianvX.XX.zip, and clicking it will automatically launch a download of the zipped files to your computer
  • You'll be asked to choose where to save the files on your PC - saving them to the Desktop will make them easy to find, although you can choose any location
  • Once they've downloaded, go to the download location and right-click on the file GuardianvX.XX.zip. Select Extract all and follow the instructions to create a new folder of the unzipped files:

Extract_Files_Guardian.JPG

  • From the unzipped folder, double-click the setup.exe application to install the software configuration utility on your PC
    • You may be shown a pop-up asking if you want to allow the following program from an unknown publisher to make changes on your computer – if so, click Yes
  • A pop-up will appear asking you to close any running applications (e.g. browsers, e-mail clients, Word, Excel, etc.) - once you've done this, click OK:
Verifone_Setup_2.jpg
  • Another pop-up will appear with the message Begin the installation by clicking the button below above a picture of computer:
Verifone_Setup_3.jpg


NOTE:
the default directory for the Guardian software is usually C:\Program Files (x86)\IntegralCreditCard\, although this may change depending on which version of Windows you use

  • Click the picture as instructed. This will begin the installation of the Guardian software. At various stages of the installation you may be shown a message like this; click Yes whenever you do:
Verifone_Setup_4.jpg
  • A percentage bar will keep track of the installation progress - once it's completed, you'll be notified with another pop-up. Click OK to continue:
Verifone_Setup_5.jpg
  • The PayRouter Guardian Configuration Utility will then launch automatically, and you'll see a window appear as follows:

Guardian_home_screen.JPG

The program should now have been installed on your computer, in the C:\Program Files (x86)\IntegralCreditCard directory. In this article we're going to refer to this directory any time we mention where Guardian is installed – if you have chosen to set the directory elsewhere, please make sure you navigate there instead.

Permissions

Information about transactions processed on your PIN pad will be stored in this folder, and passed to SagePay. It is very important that any user who logs in to the PC has permission to write to this folder. If they don't, information about transactions processed while they're logged in to the PC won't be passed back to SagePay, and the transactions won't successfully settle into your bank account.

To set the correct permissions on the folder:

  • Navigate to C:\Program Files (x86)
  • Right click on the IntegralCreditCard folder and select Properties from the menu
  • Go to the Security tab and click Edit:
Permissions_1.jpg
  • In the new Permissions window that appears, click Add:
Permissions_2.jpg
  • Another window will appear. Type Everyone into the empty box, before clicking OK:
Permissions_3.jpg
  • In the Permissions window highlight Everyone in the Group or user names list, then in the Permissions for Everyone list, tick Allow against Full Control:
Permissions_4.jpg
  • Click Apply, followed by OK
  • You can now click OK to close any other Integral Credit Card windows that are still open

Configuring your Guardian Software

Depending on how you connect to the internet there are some network exceptions you may need to add in order to allow communication with SagePay (see the section on Additional Tasks). This is very common in council-operated organisations. If you're unsure, please check with whoever is responsible for your organisation's IT.

Once the permissions on the Integral folder have been set so that everyone can write to it, you're ready to configure the Guardian software.

The Payrouter Guardian Configuration Utility window should still be open on your desktop. If not, you can launch it by navigating to C:\Program Files (x86)\IntegralCreditCard and double-clicking the application IntegralConfig.exe.

Click Next to move onto the first configuration screen, then update the settings as follows before clicking Next to move onto each following screen – fields highlighted in green will require information specific to your organisation:

Merchant_Configuration_1.jpg 

Merchant Configuration

Merchant's Acquirer:

Set this to your acquiring bank. Check with whoever is responsible for Finances in your organisation if unsure.

Currency:

GBP

Fuel Type:

Blank

Configuration Mode:

Fully Integrated

Installation Type:

Live

SagePay ID:

This should be PR142 but if unsure, or if that's not one of the available options, Spektrix Support will be able to advise.

EPOS Till:

Till is not a Microsoft Retail Management Till

Merchant ID:

This is the your MID as supplied by SagePay. If unsure, please contact Spektrix Support.

Client ID:

This is a POS number supplied by SagePay. Each POS number can only be in use on one terminal. It's a good idea to label each PIN pad with its POS number to keep track. Spektrix Support will be able to let you know which POS numbers SagePay have assigned for your use.

Device:

Set this to the appropriate model of PIN pad. (VX810 or VX820).

Updated_Guardian_screen_2.jpg

Configuration (General)

Split Card Tendering:

Card split tendering is controlled by EPOS application

Card Swipe Location:

Card is swiped on chip and pin device

Uncheck all the tickboxes apart from:

  • Automatically close add-in if transaction is pin verified (no accept/cancel button option)
  • Automatically close add-in if transaction is tapped and there is no customer verification
  • Mask card number of merchant copy of receipt
Guardian_screen_3.JPG

Receipt Printing Configuration

Uncheck all the tickboxes apart from:

  • Font Bold
  • Make a merchant copy receipt available to client if Guardian is not printing the receipt
Guardian_screen_4.JPG

Chip And Pin Device Configuration

COM Port:

Set to the port the pad is assigned to (usually COM 9)

Guardian_screen_5.JPG

Size Positioning and Logo

Tick the following:

  • Force Guardian to always be 'on top'

Once you've completed all of the configuration screens, click Finish, then select Run TMS Call on the following screen:

Guardian_screen_6.JPG 

This will prompt the PIN pad to download the software required to complete the setup.

NOTE: if the PIN pad doesn't respond to this TMS Call, you may need to manually place it into Download mode first. See the section below on Additional Tasks for instructions on how to do that.

You should see the PIN pad start to cycle through some configuration screens as it processes the download and installs the software. The following stage can take a few minutes if you're installing software onto the pad for the first time, or if you've previously had to wipe the pad's memory.

If the PIN pad displays a Downloading X% progress bar, but the % doesn't increase, you will need to check that the relevant Firewall Exceptions are in place on your network.

If at any point the pad displays the message WAITING FOR DOWNLOAD REQUEST… for longer than 10 seconds, you will need to run another TMS call using the Guardian Configuration Utility.

Here's how to run another TMS call:

  • First, launch the Guardian Configuration Utility if it isn't still open on your computer; it should be installed in C:\Program Files (x86)\IntegralCreditCard\IntegralConfig.exe

Guardian_home_screen.JPG

  • To force Guardian to make a TMS call you just need to make a change on any one of the screens – the easiest thing to do is to untick an option and re-tick it, as Guardian interprets that as a change being made
  • From the first screen, keep clicking Next to get to the final Size, Positioning and Logo screen, then untick and re-tick the Force Guardian to always be on top check box before clicking Finish:

Guardian_screen_5.JPG

  • On the following screen, select Run TMS Call, after which the PIN pad screen will once again begin to show the process of the download and installation

It can occasionally take around 5-6 separate TMS calls, but the pad should eventually display the SagePay Welcome screen, at which point the installation is complete. Once you see that screen, click the Close button to exit the Guardian tool.

If you see the message Failed to Initialise Download at any point, you may need to press OK or the green Enter key on the device itself before the PIN pad will return to the WAITING FOR DOWNLOAD REQUEST... screen, at which point you can continue with the TMS calls as per the above.

NOTE: it's normal to see Certificate Error messages while the PIN pad is running through the updating process. However, if at any point during the installation you get a certificate error and are asked to press Enter to continue, there may have been multiple unexpected certificate failures. This can happen if there are old certificates installed on the pad, due to manufacturer error, or if the pads have previously been used with another  payment provider and need to be repurposed.

Please contact the Spektrix Support team in this case, who will be able to advise further.

You will now need to make your PIN pad available to use with Spektrix. For this step, you'll need to have the Box Office App installed on the PC – look for the following icon in the bottom right-hand corner of your screen to see if it's already installed:

App_on_Taskbar.jpg


If it's not immediately visible, try hitting the small white arrow to see any hidden icons.
If you don't currently have the Box Office App installed, please refer to this article on installing the Box Office App.

When you can see the icon of a registered App in your taskbar, perform the following steps:

  • Right-click on the App icon and select Open 
  • The App should open; if you don't see the window appear, then you may need to click the large icon (see below) which will have appeared at the bottom of the screen on your taskbar:App_on_Taskbar_2.jpg
  • In the Chip and Pin Terminal tab, select the SagePay option and give the terminal a name, enter your merchant name and address, and make sure the Guardian V14 check box is unticked:

mceclip0.png

NOTE: this information only prints out onto your card receipts and does not need to match any information stored in SagePay or Spektrix.

  • Click Ok to close the App

You can now log into Spektrix and put through a test chip and PIN transaction. The card reader should respond as expected; if it doesn't, please make a note (or take a screenshot) of the error you receive and contact Spektrix Support.

Once that's all done, you should be up and running with your PIN pad. There are however a few other tasks you may need to complete, depending on how your system is set up and whether you're re-purposing a PIN pad which has been used with another payment provider in the past. These won't need to be done for every installation, but we've provided details in case you do need them.  

If your system has a firewall or proxies then there are some exceptions you may need to add to your network in order to allow communication with SagePay. This will probably need to be carried out by whoever is responsible for your organisation's IT. Before installation can continue the following exceptions will need to be put in place:

  • *.payrouter.net on Port 4545
  • *.payrouter.net on Port 4480
  • *.payrouter.net on Port 3135
  • *.payrouter.net on Port 3134
  • *.payrouter.net on Port 3108
  • *.payrouter.net on Port 3107
  • *.payrouter.net on Port 3104
  • *.payrouter.net on Port 3105
  • *.payrouter.net on Port 3102
  • *.payrouter.net on Port 3101
  • *.payrouter.net on Port 3003
  • *.payrouter.net on Port 3002
  • *.payrouter.net on Port 3001

We would always recommend doing this via DNS, as this allows SagePay to move their servers in the case of disaster recovery.

However, if you need to do this via IP address then you should make exceptions for:

  • 86.47.188.13
  • 86.47.188.20
  • 31.193.220.103

If you are upgrading a PIN pad which has previously been used by YESpay, before installation you will need to wipe its memory to clear the YESpay firmware. If your pad is a VX810, please follow the instruction below. However, if your pad is a VX820 you will need to contact Spektrix Support to clear the pad's security certificates.

You may also sometimes need to put the pad into Download Mode if it does not automatically accept the download from the Guardian software. The instructions to do this are as follows:

Accessing the PIN pad menus

VX820

VX810

  • Hold 7 and press Enter
  • Type the password 166831 and press Enter
  • Press F2 and F4 together
  • Type the password 1 [Black Button] [Black Button] 66831 and press Enter

Clearing the memory

Clearing the memory

  • On the display, use the right-hand arrows to select Clear Memory, and press Enter
    • Alternatively, select this menu item by pressing 6 on the PIN pad
  • The next screen should display Group ID: _1. Press Enter
  • Type the password 166831 and press Enter
  • On the display, use the right-hand arrows to select Clear all Groups, and press Enter
    • Alternatively, select this menu item by pressing 4 on the PIN pad
  • On the display, use the right-hand arrows to select Confirm, and press Enter
    • Alternatively, select this menu item by pressing 2 on the PIN pad
  • From the menu press the down arrow [2nd purple button]
  • Select Memory Functions
  • Select Clear Mem [F4 button]
  • Select Group 1 and press Enter
  • Enter password 1 [Black button] [Black button] 66831 and press Enter
  • Clear all groups
  • Confirm

Setting the pad to Download Mode

Setting the pad to Download Mode

  • If you've just completed the previous steps to clear the PIN pad's memory, press Cancel on the PIN pad to return to the main menu. Otherwise, hold down 7 and press Enter, then enter the password 166831 and press Enter
  • On the display, use the right-hand arrows to select Download, and press Enter
    • Alternatively, select this menu item by pressing 3 on the PIN pad
  • The next screen should display Group ID: _1. Press Enter
  • On the display, use the right-hand arrows to select Single-app, and press Enter
    • Alternatively, select this menu item by pressing 1 on the PIN pad
  • On the display, use the right-hand arrows to select Full dnld, and press Enter
  • Alternatively, select this menu item by pressing 1 on the PIN pad
  • On the display, use the right-hand arrows to select USB Dev, and hit Enter
    • Alternatively, select this menu item by pressing 7 on the PIN pad
  • The PIN pad should say Unit Receive Mode WAITING FOR DOWNLOAD
  • Press Cancel to go back to the menu
  • Select Download
  • Group ID is 1
  • Enter password 1 [Black button] [Black button] 66831 and press Enter
  • Select Single App
  • Select Full
  • Scroll down to USB Dev
  • The PIN pad should say Unit Receive Mode

Once this has been completed, you'll then be able to follow the installation instructions above.

***

If you have any further questions about installing a PIN pad for SagePay, please don't hesitate to get in touch with the Spektrix Support team.

Was this article helpful?

1 out of 2 found this helpful

Have more questions? Submit a request