A payment for a guest was not successful – what happened?

A few things can cause this:

Confirm the check is not currently open on the terminal. A payment fails if the server is viewing that check on the POS. Mobile Pay cannot lock the check because the server may be making a modification to it at that moment.

Radiant Heartbeat service may be stopped. To restart the Radiant Heartbeat service:

Access the Aloha BOH site controller and type services.msc in 'Run.'

Right-click Radiant Heartbeat and select either Start or Restart.

Close the services function.

Confirm the card type the guest is attempting to use is accepted at your restaurant.

Confirm the guest has a good connection on their device (either 3G/4G or Wi-Fi.)

How does a consumer split a guest check?

Guests who want to split payment or split items on a check can work with their servers to split the check—and then can still pay through the NCR Mobile Pay.

Why is NCR Mobile Pay telling me "The code doesn't sound right."?

The code is always three letters and three numbers, with no dashes, is globally unique, and reset daily – confirm the guest is entering it correctly.

What is the code to pay my check?

The code is always three letters and three numbers (For example, DZF678) – confirm the consumer is entering it correctly.

Can a consumer use NCR Mobile Pay on any device?

Yes, a consumer may visit <www.ncrpay.com> on any mobile device with a web browser.

How do my guests scan the QR code?

On an Apple device: They open the camera app, position the phone so the QR code appears in the digital viewfinder and the device will recognize and launch the code.On an Android device: Not all Android phones can read a QR code. The Google Assistant can detect QR codes if the guest uses a long-press on the "home" icon or says, "OK Google" and then taps the Google Lens icon at the bottom right. They can also download a QR reader from the Google Play store. Once they have the QR scanning window open, they position the QR code and choose the correct option.Guests can additionally be sent a link to their unique check on NCRpay.com using the Text2Pay feature.

Does a consumer have to enter credit card information each time they use NCR Mobile Pay?

NCR Mobile Pay supports cards that have been saved in the browser. If guests are also iOS users, they may utilize the iOS "Scan Card" feature that is present when a user selects the credit card field.

How do I turn certain features on/off?

To override the default percentages on the tip buttons, log in to https://ncrpay.com/dash and click Configure. To enable or disable any other functionality, please contact us at support@alohaenterprise.com.

Why is my dashboard not rendering correctly?

The NCR Mobile Pay Dashboard works best with Chrome, Firefox, Safari, and IE9+.

Are the payments secure?

Yes, <www.ncrpay.com> is a PCI-DSS validated consumer-facing web site and NCR Mobile Pay does not store payment information on a device. Contact your NCR representative for a record of compliance.Visa maintains a list of Visa approved service providers, which is reviewed annually. To be on Visa's list of approved service providers, a product or service must have completed a PCI DSS validation (or audit) within the past year and submitted evidence—a form called the Attestation of Compliance or AOC—from the service provider and their independent auditor.For a list of PCI DSS products and services that NCR Hospitality validates, please see the list at the following link: https://ncr.sharepoint.com/sites/data_security/audit/SitePages/Home.aspx

Will I have to run a different batch for Mobile Pay transactions?

The answer to this question is based on your processing environment:For customers using EDC to process Mobile Pay transactions – No separate batch. Mobile Pay transactions are passed down to the site for processing.For customers using the NCR payment gateway (Connected Payments) to process Mobile Pay transactions - Separate batches. In this case there will be a batch for the store and an eCommerce batch above store.If both in-store transactions and Mobile Pay transactions are processing through the NCR payment processor, the batches are separate, but all sales will be seen in the same Merchant Portal.For customers using EDC in store and the NCR payment gateway above store – Separate batches.If both in-store transactions and Mobile Pay transactions are processing through the same processor (Vantiv/WorldPay or First Data are the only two that fit this category), the batches are separate, but total sales are viewable in the same merchant portal.

Can the guest order items from their phone?

No, this functionality may make a comeback into Mobile Pay in the future, if the market demands it.

How do I reprint the NCR Mobile Pay code for the guest?

The system prints a check code on each guest receipt. Recall the guest check on the POS and reprint the receipt(s), as needed.

Where can I view information collected through NCR Mobile Pay?

Visit your dashboard at https://ncrpay.com/dash and log in with your operator credentials. If you do not yet have operator credentials, email support@alohaenterprise.com.

Does the NCR Mobile Pay website work with quick service operations?

NCR Mobile Pay and the Text2Pay feature operate on both Table Service and Quick Service POS systems. Today these customers can offer mobile payments through app-based solutions.