This article is relevant to Spektrix users in the UK and Ireland who accept payment by credit or debit card. When taking card payments in the box office, you will need one or more PIN Pads (also known as Chip & PIN machines or PEDs/peds). Spektrix uses the Verifone P400 integrated PIN Pad provided by Opayo (formerly SagePay).
PIN Pads require setting-up and configuring before they can be used. This article guides you through an installation step by step.
WARNING: Mistakes during installation can be time-consuming to rectify. Even if you’ve installed a PIN Pad before, please follow this article closely, observing any changes to the process since your last installation.
To proceed, you will need one of the following:
- Administrator privileges on your PC; or
- Access to your Administrator Password (ask your IT team); or
- A member of your IT team to complete the installation on your behalf
TIP: During installation you may see a Windows User Account Control screen pop up asking Do you want to allow this app to make changes to your device? Click Yes to proceed with the installation
All files for the Verifone P400 PIN Pad are contained in a single zip file, found in our Software Downloads article.
Download the zip file, then follow these steps:
- In your PC’s Downloads folder, locate the zip file sagepay-v14.01.XXX.XXX.zip where XXX.XXX represents the current version of the software.
- Unzip the file and you will see a folder named sagepay-v14.01.XXX.XXX (without the .zip).
- Open (double-click) this folder and you will see a folder called sagepay.
- Copy this sagepay folder to the C: Drive on your PC.
Open the sagepay folder from your C: Drive and you will find a sub-folder called guardian, containing the following folder structure:
WARNING: This folder structure and the subfolder names must not be changed. The Guardian software used to operate the Verifone P400 PIN Pad will only work if it is extracted to the correct location.
Once you have downloaded and extracted the required software, connect your P400 PIN Pad.
The PIN Pad is supplied with a USB cable and a power lead. The USB cable connects the PIN Pad to any USB port on your computer. Slide off the back panel from the P400 PIN Pad to connect this cable.
You will notice that the USB connector which plugs into your PC also has a short additional lead. This must be connected to mains power via the power lead.
Ensure that both cables are connected, and power switched on before you continue.
Below is a video that shows how to connect your PIN Pad to your PC and mains power.
The image below shows a P400 PIN Pad with the back cover removed. The cable which connects the P400 to your PC should be plugged in here
The next image shows the P400 PIN Pad with the cable correctly connected, ready for the back cover to be replaced.
Once you have connected the P400 PIN Pad to your PC and power supply, you should next install the Verifone P400 drivers.
- From the C:\sagepay\guardian folder, open the folder called VerfioneDrivers (not Alternative Verifone Drivers)
- Open the folder named VerifoneUnifiedDriverInstaller-188.8.131.52-B7 (without the .zip)
- Open the folder named VerifoneUnifiedDriverInstaller-184.108.40.206-B7 again
- Open the folder named 32 or 64, depending on whether your computer is 32 or 64 bit
- Double click the file named VerifoneUnifiedDriverInstallerXX.msi where XX is either 32 or 64 depending on your computer
Note: During installation, you may see a Windows pop-up asking ‘Do you want to allow this app to make changes to your device’. If this happens, click Yes. You will first see a Welcome screen:
Click Next: The following screen will show which Com Port the PIN Pad is connected to. It should default to COM9.
Check this is correct, then click Next:
Finally, click Install to install the drivers.
Once you've installed the drivers, check that Windows can detect the PIN Pad.
- Check that your PIN Pad’s power cable is connected, plugged in and switched on
- Check that the PIN Pad’s USB cable is connected to your PC
Open Device Manager by clicking the Windows/Start button in your taskbar, typing Device, then clicking Device Manager.
Under the Ports section, you should see the PIN Pad listed against COM9, as an Mx Family POS Terminal:
If your PIN Pad is listed against COM9, as an Mx Family POS Terminal, you can now proceed to the next step, Setting Permissions.
If you can’t see your PIN Pad listed under COM9, or it is showing a different device name, first, restart your PC.
If problems persist, right-click to uninstall the driver from the Device Manager and repeat the Installing the Verifone P400 Drivers steps above. Ensure you’ve selected the correct folders (32 or 64 bit) appropriate to your version of Windows.
If these steps still do not resolve the issue, try using the ‘Alternative Verifone Drivers’ found within the guardian folder instead, and repeat the installation.
Again, ensure you select the correct folders (32 or 64 bit) appropriate to your version of Windows.
After you have correctly installed the Verifone P400 drivers, you’ll need to set the correct permissions to run the Guardian software.
To set permissions, navigate to the C: Drive, right-click on the sagepay folder and select Properties from the menu:
Next, click on the Security tab and click Edit:
In the new Permissions for sagepay window that appears, click Add:
Another window will open. Type "Everyone" into the empty box, before clicking OK:
Back in the Permissions for sagepay window, highlight Everyone in the Group or user names list. In the panel below, marked Permissions for Everyone, tick Allow against Full Control:
Click Apply, then OK, then click OK again to close the sagepay properties window.
TIP: If you prefer, you can add individual users or user groups here instead of Everyone. However, you must ensure all users who will be using the PIN Pad have the correct permissions. Using Everyone saves time, by adding all users at once.
WARNING: It is vital to set the correct permissions on the sagepay folder in the C: Drive on your PC. Every user who logs in to the PC must have permission to write to this folder to ensure transactions are processed correctly.
Once you have correctly set the Windows permissions for sagepay, ask your IT team to set exceptions for Opayo IPs and Ports on your firewall.
This allows the PIN Pad to take payments, authorise transactions and communicate with Opayo’s servers to download updates.
Once you have correctly set permissions, you will need to configure the Guardian software with your merchant information.
In C:\sagepay\guardian\bin, locate the file named Integral.WinApp.GuardianConfiguration.exe. Right-click on the file and select Run as administrator.
TIP: A Windows Defender/User Account Control box may pop up when running this software. If this happens, click more info and then run the file.
If you don’t see an option to run the file, then you do not have the required permissions to complete the installation. Contact your IT department for assistance.
Next, you'll see a welcome screen with a number of tabs, beginning with the General Configuration tab. You'll need to complete the information required in each tab.
Note: if all sections appear blank, this indicates that the sagepay folder hasn't been correctly extracted to the C: Drive. If this happens, repeat the steps listed in Downloading and extracting required software before proceeding.
Please complete the following fields:
- IntegrationType: should default to Direct; if it hasn't, choose this option from the dropdown
- MerchantName: your organisation's name
- Address 1: your organisation's address line 1
- Address 2: your organisation's address line 2
- Address 3: we suggest you put your organisation's city/town into this field
- Address 4: we suggest you put your organisation's postcode into this field
- PhoneNumber: we suggest you put your organisation's public phone number here, e.g. your box office number
No adjustment should be needed from the default settings of this tab, however it’s best to check that the information matches the screenshot below:
Please complete the following fields (note: you will need to scroll down to see all fields):
- MerchantsAcquirer: select your merchant acquirer (Lloyds, Streamline, Barclays, HSBC, AIB or Elavon.) – this is the bank which issued your merchant numbers. This may be a different name than you are expecting - for example if Worldpay is your merchant bank, then you should select Streamline.
- AvailableCurrency: select your currency type (GBP or EUR)
- ConfigMode: this should default to Fully Integrated; if it hasn't, choose this from the dropdown
- InstallationType: select LIVE
- SagepayLiveID: select PR142
- EposType: this should default to Till is not a Microsoft Retail Management till; if it hasn't, choose this from the dropdown
- PayrouterMerchantID: contact Spektrix Support for confirmation of this ID, e.g. ADN-SPTX-ORGANISATIONNAME
- PayrouterClientID: This will be POS1 for your first pin pad, and any subsequent devices will be POS2 and so on. Please check with Spektrix Support if you have multiple pin pads to ensure all appropriate Client IDs and POS numbers have been set up by Opayo.
- ChipAndPinDevice: select Engage
- ChipAndPinDeviceComPort: select COM9
- SplitCardTendering: should default to Card split tendering is controlled by EPOS application; if it hasn't, choose this from the dropdown
- CardSwipeLocation: should default to Card is swiped on chip and pin device; if it hasn't, choose this from the dropdown
- AutoAcceptonPinVerification: select True
- AutoAcceptTappednoVerification: should default to True; if it hasn't, choose this from the dropdown
- CashbackType: select Cashback not enabled
- P2pePed: If you have requested that your PIN Pad be P2PE compatible, select True. If you don’t know or aren’t sure, select False
- MakeReceiptsAvailabletoClient: select True
This tab should not require any changes. However, scroll down to check that the following fields are correct:
- ClientStartupPosition: this should default to Centered on screen; if it hasn't, choose this from the dropdown
- ClientAlwaysOnTop: this should default to True; if it hasn't, choose this from the dropdown
TMS calls enable security enhancements and updates for PIN Pads, such as changes to contactless payment limits.
No settings should need to be changed here. However, it is important to ensure that TMS calls auto update your PIN Pad on a regular basis.
For some major changes (like the recent £100 contactless limit in the UK), Opayo requires evidence of regular TMS calls being automatically run before the changes will take effect.
WARNING: Regular TMS calls must be run as a Scheduled Windows Task.
A Scheduled Windows Task runs a TMS call at a time when the PIN Pad isn’t being used but the computer is switched on and logged in as the user running the Scheduled Task.
To schedule a TMS call, from Task Scheduler in the Windows Start menu, create a basic task to run this file daily, at a time of your choosing using this file: C:\sagepay\guardian\config\tmscall.vbs
If you're not confident about setting up a basic task in Windows, you'll need to ask your IT Team to complete this for you.
Once you have completed the Guardian software configuration, in the bottom right-hand corner of the TMS Settings tab, click the Run TMS Call Now button.
You'll then be presented with a dropdown with three options:
- Standard TMS Call: this option updates the configuration on the PIN Pad. Select this option if you are setting up a brand new PIN Pad for use with Spektrix
- Force full download to ped: you may be asked to select this option by the Spektrix Support team whilst troubleshooting
- Upload log files from ped: this option is not used
After selecting the appropriate option, click Run TMS Call.
Following a successful TMS Call the PIN Pad should go through a number of automatic downloads and finish on a screen saying Welcome to Opayo.
The final step before testing a live Chip and Pin/Contactless payment in Spektrix is to assign the PIN Pad to the Box Office App.
If you have not yet installed the Spektrix Box Office App, please read Understanding and Installing the Spektrix Box Office App before proceeding.
Once you have installed and registered the App, follow these steps:
- Right-click on the Box Office App icon your PC's system tray and click Open.
- Click on the Chip & Pin Terminal tab.
- Select SagePay (Integral) as the Terminal Type
- Add a recognisable Terminal Name, (e.g Box Office 1) to allow you to select the correct PIN Pad when taking payments.
- Add your Merchant Name and Address for customer receipts.
- Finally, tick the checkbox labelled Guardian V14
The Guardian V14 checkbox must be ticked to allow the Box Office App to communicate with the Guardian Software in order to process Chip and Pin payments.
To test a payment, you'll need to use the Chip & Pin payment method:
If this payment method is missing, contact Support.
To test a payment, we recommend starting a new Counter or Counter Quick transaction, and entering a 1p Chip and Pin payment. There is no need to add any Customer or item to the basket.
If successful, a Chip and Pin message will pop up on your screen asking you to Key Card or Cancel Transaction.
A blue Opayo screen will now appear, asking you to Insert, Tap or Swipe Card. Your PIN Pad will also display a message asking you to Tap or Insert a card.
If you don’t see a pop up or any prompts when processing a transaction, check that the Guardian V14 box is ticked in the Box Office App. Then, restart the PC or read how to restart the Box Office App Service before trying again.
If you see a pop up message reading ‘Error Connecting to Server’, please Contact Support.
On 1st April 2020 the limit for contactless card payments increased from £30 to £45. It later increased to £100.
To take contactless payments up to £100, you’ll need to update your PIN Pad(s).
Read this section to increase the contactless payment limit for your PIN Pads to £100.
TMS calls enable security enhancements and updates for PIN Pads. For some major changes (like contactless limit updates in the UK), Opayo requires evidence of regular TMS calls being automatically run before the changes will take effect.
WARNING: Daily TMS calls must be run as a Scheduled Windows Task.
A Scheduled Windows Task runs a TMS call every day at a time when the PIN Pad isn’t being used but the computer is switched on. The PC must be logged in as the user running the Scheduled Task.
To schedule a TMS call, from Task Scheduler in the Windows Start menu, create a basic task to run this file C:\sagepay\guardian\config\tmscall.vbs
If you're not confident setting up a basic task in Windows, ask your IT Team to complete this for you.
This process needs to be carried on each PC a PIN Pad is connected to:
- Run a Daily TMS call as a scheduled task every day.
- After two consecutive days, go to C:\sagepay\guardian\logfiles and look for a file called P2_zontalk.log.
- Contact Support, attaching a copy of the P2_zontalk.log file with Contactless Limit Increase in the subject line.
- Our Support team will forward your log file to Opayo to confirm the TMS calls have been run.
- Once Opayo has seen two days of TMS calls, they’ll increase the contactless limit.
- One of our Support team will get in touch to confirm the limit has been increased.
- Finally, you’ll be asked to Run a TMS Call to update the PIN Pad with the increased limit.
WARNING: Opayo will check the P2_zontalk.log file to ensure TMS calls have been run for two consecutive days.
If TMS calls haven’t been run for this length of time, our Support team will get in touch to advise this and you’ll be asked to run TMS calls for a further two days, repeating the steps above.
Once completed, you’ll be able to take contactless card payments up to £100.
You can now begin taking card payments in Spektrix.