Support & Training

Contact Support

TouchBistro is committed to responding to all support inquires. ​ For reporting inquiries or critical issues, please use the below form or email us at support@touchbistro.com.

Email Support

You can also reach us by phone at 888-342-0131 (Outside of North America 647-925-4154). If you are experiencing a longer than normal wait time, please use the form above or email us at support@touchbistro.com and a representative will contact you.

stevie customer service16 st side

Support Department of the Year!

Setting Up and Using the VeriFone MX 915 Genius Device

Print

Chapter 1. Introduction

This document will guide you through setting up a Cayan MX 915 PIN pad card reader and how to process payments with a credit card or a gift card.

Chapter 2. Using Other Payment Processors with Cayan

With the Cayan Payment Gateway Services, you are able to register with Cayan and use another payment processor behind the Cayan platform. You should discuss signup and cost of using another payment processor behind Cayan’s Payment Gateway Services, directly with Cayan.

Section 1. Supported Processors

  • Chase Paymentech
  • Elavon
  • FirstData (Supports ApplePay/AndroidPay)
  • GlobalPayments
  • Heartland
  • TSYS (Supports ApplePay/AndroidPay)
  • Vantiv (Supports ApplePay/AndroidPay)
  • WorldPay

Note: the Cayan Genius handheld device does not support gateway services.

Chapter 3. Verify Your Restaurant Name Does Not Contain an Ampersand

Note: Cayan uses your Restaurant Profile information to process payments. If your restaurant profile name has an ampersand (&) this will result in a processing error. Visit the Restaurant screen and edit the name of your venue in the Name field and change & to “and”.

Chapter 4. Setting Up the VeriFone MX 915 Cayan PIN pad

Section 1. Verify if your Cayan Genius Device Supports EMV

Before you begin, you may want to confirm with Cayan that the Genius device sent you supports EMV (“chip and PIN”) transactions. Some Genius devices are not pre-set to support EMV. It would be best before you start to install your hardware that you double check Cayan has sent you the proper device.

Section 2. Connecting the Hardware

Ensure you plug the Genius device into a power source and the unit fully boots up.

1) To Your Router

If you have a free LAN port on your Airport you can connect your Genius device in this manner:

1. Ensure you have a CAT5 Ethernet cable in the WAN https://support.apple.com/library/APPLE/APPLECARE_ALLGEOS/Product_Help/en_US/PUBLIC_USERS/PP409/WAN_osx.png port connecting to your Internet modem.

2. Run a CAT5 Ethernet cable between the Cayan Genius device’s left most Ethernet port (i.e., the port closest to the power port) and a free LAN port on the Airport router.

2) To a Switch

It is probably more typical your Airport has no more free LAN ports and you require an Ethernet switch:

1. Ensure you have a CAT5 Ethernet cable in the WAN https://support.apple.com/library/APPLE/APPLECARE_ALLGEOS/Product_Help/en_US/PUBLIC_USERS/PP409/WAN_osx.png port connecting to your Internet modem.

2. Run a CAT5 Ethernet cable between the the Cayan Genius device’s Ethernet port and any free LAN port on the switch.

3. Run a CAT5 Ethernet cable from any free LAN port on your Airport router to any free LAN port on your switch (all ports on your switch are LAN ports).

Section 3. Reserve Your Cayan Genius Device’s IP Address

By default your router will randomly assign any available IP address to your Cayan Genius devices and will change these IP addresses from time to time. Hence, you need to set your router to always assign your Genius Device a static, never changing IP address.

1. On the Cayan Genius device you need to get the device’s current IP address. This is the address we will reserve on the router for this device.

2. Ensure the Genius device is powered on, connected via an Ethernet cable, and at the Genius by Cayan screen.

setupmerchantimage001 Setting Up and Using Cayanx

3. Press the 0 button three times.

setupmerchantimage002 Setting Up and Using Cayan

4. Enter your PIN Pad’s password on the Admin screen. Normally the default password is 9416557. However, consult your Cayan documentation for the password.

setupmerchantimage003 Setting Up and Using Cayan

5. Write the IP address found at the top of the screen on a piece of paper. You will need it later.

setupmerchantimage004 Setting Up and Using Cayan

6. Press the X button to return to the normal operation of your PIN Pad.

7. Turn the device over and look for a 12 digit letter and number combination. This is the MAC address of this machine. It is unique to this machine and is the address the router uses to recognize a device on the network. Copy this MAC address on a piece of paper. You will need it later.

8. On one of your iPads, launch Airport Utility.

9. Tap on your router image. You may be prompted for a password. If so enter it and tap Edit.

10. Tap Advanced.

11. Tap DHCP and NAT.

12. Tap Reservations.

13. Tap New Reservations.

14. In the Description field, give this device a name that will help identify the hardware. For example, Cayan Front.

15. Enter the MAC address you copied down in the MAC Address field.

16. In the IPv4 Address field, enter the IP address from the Cayan admin screen.

17. After adding the MAC address and deciding on an IP address to reserve, tap Done.

18. Your Genius device now appears in the reservation list.

19. Tap Done several more times.

20. When you are prompted to update your router, tap Update.

21. It will take a few minutes to update and you may lose your Internet connection briefly.

Section 4. Configuring Cayan in TouchBistro

1. Open your restaurant on TouchBistro.

2. Log in as Admin.

3. Tap Admin | Admin Settings in the top right hand corner.

4. Tap Payment Gateways under Settings.

5. Tap Cayan to enable it as your payment gateway. Ensure there’s a checkmark setupmerchantimage008 Setting Up and Using Cayanin the Cayan cell row.

6. Tap Setup.

setupmerchantimage009 Setting Up and Using Cayan

7. Enter the Merchant Name, Merchant Site ID, and Merchant Key provided by Cayan.

Your Merchant Name needs to be the same as your restaurant name entered on the TouchBistro Restaurant Profile screen. Ensure all spacing and capitalization are identical.

8. Choose either Quick Service or Fine Dining. Tap Quick Service if you are giving customers access to the VeriFone PIN pad at the counter. Customers will be able to enter a tip and sign on the screen. See Accepting Credit Card Payments – Counter for information how to process cards at the counter. Tap Fine Dining if customers will present your waiter with a payment card, the waiter will run the payment card through the machine, and then bring the customer a printed receipt to sign and write in a tip. See Accepting Credit Card Payments – Tableside for information how to process cards tableside.

9. If you are setting up a VeriFone PIN Pad, tap Manage Terminals.

10. Tap the Add setupmerchantimage010 Setting Up and Using Cayan icon to add your terminal.

setupmerchantimage011 Setting Up and Using Cayan

11. Enter a name to help identify the terminal. For example indicate where it’s located.

12. Enter the IP address you wrote down following the steps under Retrieve the VeriFone’s IP Address.

setupmerchantimage012 Setting Up and Using Cayan

13. Tap Status Check you entered to ensure the IP address was entered correctly and the PIN Pad is connected properly. You should see an “Online” status report. Tap Cancel to close the dialog box.

14. Tap Done to return to the Payment Terminals screen.

setupmerchantimage013 Setting Up and Using Cayan

15. Ensure there’s a checkmark setupmerchantimage014 Setting Up and Using Cayanassociated with the PIN Pad. This indicates this iPad should use this PIN Pad by default. If the payment terminal is unchecked, simply tap it.

16. Tap Done to return to the Cayan Settings screen.

17. Tap Save to return to the Payment Gateways screen.

18. Tap Options.

setupmerchantimage016 Setting Up and Using Cayan

19. Tap Batch Summary to verify. If the setup is correct, you can view a batch summary.

setupmerchantimage017 Setting Up and Using Cayan

20. You should get a screen that looks like the one above. Tap Ok.

Chapter 5. Accepting Credit Card Payments – Counter

After you’ve set up your Merchant details in the Admin section, you or your staff are now ready to start accepting credit card and gift card payments. This section assumes you’re using TouchBistro in register mode. See Accepting Credit Card Payments – Tableside if you’re using TouchBistro in tableside mode.

Also, you might want to double check Cayan was properly set up for Quick Serve. If Fine Dining is enable, TouchBistro will expect you to complete pre-auths.

setupmerchantimage018 Setting Up and Using Cayan

1. From your Register screen, tap Debit or Credit based on card offered.

setupmerchantimage019 Setting Up and Using Cayan

2. Tap Pay in Full. Do not include tip.

setupmerchantimage020 Setting Up and Using Cayan

3. Slide, tap, or insert the card as prompted by PIN Pad reader.

setupmerchantimage021 Setting Up and Using Cayan

4. Turn the PIN Pad towards the customer and let them choose a tip or no tip. The screen is touch sensitive. (The tip screen is set up when you set up your Cayan account. If you don’t see a tip screen or want the time screen removed, consult with your Cayan representative to have this feature added/deleted from your Cayan account.) The chosen tip percentage is applied to the post-tax amount (that is, the subtotal plus the tax).

Note, tips left on credit cards are assigned to the owner of the table. If another staff member clocks in and processes the payment, the tip will be assigned to the table owner, not the clocked-in staff member who takes the payment. For example, Sally opens and serves the table. During her break James clocks in and the table asks to pay. James processes the payment. The tip left on the credit card will be assigned to Sally.

setupmerchantimage022 Setting Up and Using Cayan

5. Prompt the customer to sign on the screen with the stylus and tap Accept (with the stylus or with a finger).

6. TouchBistro prints a Merchant and Customer copy of the credit card receipt with the entered signature to your configured receipt printer. (Note, for security purposes, TouchBistro does not store customer signatures.) Give the customer a copy and retain a copy for your records.

setupmerchantimage023 Setting Up and Using Cayan

7. After the bill has been paid in full, TouchBistro will prompt you to close the table. Tap a receipt option.

Chapter 6. Accepting Credit Card Payments – Tableside

After you’ve set up your Merchant details in the Admin section, you or your staff are now ready to start accepting credit card and gift card payments. This section assumes you’re using TouchBistro tableside. See Accepting Credit Card Payments – Counter if you’re using TouchBistro in register/POS mode.

Also, if you are letting customers enter a tip on the receipt (a “pre-auth“), you might want to double check Cayan was properly set up for Fine Dining. If Quick Serve is enable, TouchBistro won’t generate a credit card receipt with a tip and signature line.

setupmerchantimage024 Setting Up and Using Cayan

1. From your Checkout screen, tap Payment Terminal.

setupmerchantimage025 Setting Up and Using Cayan

2. Tap Pay in Full. Do not include tip. Alternatively, if the customer only wishes to pay a portion of the full amount, enter the amount the customer wishes to charge to the card and tap Charge. See Closing the Table for how to handle a bill that requires multiple payments.

setupmerchantimage020 Setting Up and Using Cayan

3. Slide, tap, or insert the card as prompted by PIN Pad reader.

4. If your Genius device prompts you for a tip, tap No Tip. Remember, you are going to let the customer write the tip on the credit card receipt. (If you never need this tip screen, contact your Cayan representative for information on how to turn it off.)

5. If prompted for a signature, simply have the server make an X and tap Accept. If set for Fine Dining, TouchBistro does not put the signature on the credit card receipt.

6. After the card is processed, your designated receipt printer will print out Merchant and Customer credit card slips. Return the card and slips to the customer and direct the customer to sign, complete, and leave the merchant copy. For any tip entered, you need to complete the pre-auth procedure.

setupmerchantimage026 Setting Up and Using Cayan

7. After the bill has been paid in full, TouchBistro will prompt you to close the table. Tap one of the receipt options.

1) Split by Seating

If the customers each want to pay a portion of the bill, do not use the multiple payment method. Use Split by Seating.

setupmerchantimage028 Setting Up and Using Cayan

1. Tap Split by Seating.

2. Seats are split into separate bills. Tap the seat/bill you wish to process with the offered card.

Chapter 7. Reconciling Tips Written on Receipts

If the customer writes in a tip on the credit card receipt, the server or a user with a manager or admin passcode needs to access the closed bill and enter the tip.

setupmerchantimage029 Setting Up and Using Cayan

1. From the floor plan layout screen, tap Orders.

2. Tap the All Closed Bills tab.

3. Locate the bill with Tip Required. If you have a lot of closed bills, slide Only show if tip required to the green position to filter out bills not requiring tip reconciliation.

4. Tap the bill’s cell area.

5. Tap the listed payment’s cell area.

6. Enter the tip written on the receipt in the Tip field. Tap Process Card.

setupmerchantimage033 Setting Up and Using Cayan

7. Verify you want to charge the credit card for the new amount and tap Yes.

setupmerchantimage034 Setting Up and Using Cayan

8. You will see an approval message.

9. Repeat if the bill had multiple payments requiring the entry of tips.

10. If you tap on the bill’s associated Information setupmerchantimage036 Setting Up and Using Cayan icon and tap the Print Preview option, you will see the tip has been added to the final bill.

Chapter 8. Credit Card Voids, Returns, or Reprints

If you need to void a credit card payment, perform a credit card return, or reprint a slip for signing, revisit the bill’s payment.

setupmerchantimage029 Setting Up and Using Cayan

1. From the floor plan layout screen, tap Orders.

setupmerchantimage035 Setting Up and Using Cayan

2. Tap the All Closed Bills tab. Tap the bill’s associated Information setupmerchantimage036 Setting Up and Using Cayanicon.

setupmerchantimage037 Setting Up and Using Cayan

3. Tap View Payments.

setupmerchantimage038 Setting Up and Using Cayan

4. Tap the Information setupmerchantimage036 Setting Up and Using Cayanicon associated with the payment.

setupmerchantimage039 Setting Up and Using Cayan

5. Tap the function you wish to perform.

6. Tap Void Payment if you want to void a payment that is still in the current batch. A void will not appear on the customer’s credit card bill.

7. Tap Perform Credit Card Return to refund all or part of the payment to the customer’s credit card. The return will appear on the credit card bill and can be performed if you’ve submitted a batch. Tap Adjust Amount if you wish to correct the tip amount.

setupmerchantimage040 Setting Up and Using Cayan

8. If you are processing a return, enter the amount and tap Refund.

9. Confirm you want to process the return and wait for the approval message.

Section 1. Creating a Return Invoice and Balancing your Sales

Although you’ve voided or refunded the payment, TouchBistro does not delete the actual bill. You need to balance a voided/refunded bill with a bill indicating a sale return. So tap the Information  icon associated with the bill you voided/refunded and tap Return Sale.

1.  After tapping Return Sale, TouchBistro creates the returned sale invoice under My Bar Tabs. So tap that.

2  The return sale invoice is automatically named after the bill number of the voided or returned bill. In this example, created a Return Sale invoice for bill 9242. To look for the tab named 9242 Return Sale. Tap it to open it.

3.  When you open the return sale invoice, you will notice all items in the voided bill are negative quantities. As well TouchBistro correctly calculates the returned tax. Tap the Checkout  icon to close out this return invoice.

4.  Tap the Non-Integrated Credit Refund option.

5. Tap the card type that was refunded (for example MasterCard).

6. Tap Full Refund.

7. Close the sales return invoice.

8. Your end of day will properly reflect the original bill and the matching void/return. In the example pictured above, we’ll assume we’ve only performed a single transaction for the day. An order for $39.52 which was then voided and matched with a $39.52 return.

Section 2. Reprint a Credit Card Slip

setupmerchantimage041 Setting Up and Using Cayan

1. If you need to reprint a credit card slip tap Payment Info from the Edit Payments screen.

setupmerchantimage042 Setting Up and Using Cayan

2. Tap Reprint Slip.

setupmerchantimage043 Setting Up and Using Cayan

3. On the Signature Line screen, tap Yes if you need to reprint the credit card slip with the signature line. For example, you sent the slip to print and the paper ran out. You need to reprint the slip with the signature line because the customer still needs to sign the slip. Tap No if you just need to generate an additional copy that doesn’t require a signature.

Chapter 9. Using Cayan Gift Cards

setupmerchantimage047 Setting Up and Using Cayan

1. The gift card option is available from the Checkout screen. If you are using TouchBistro in register mode, tap Checkout in the top right to access the Checkout screen.

setupmerchantimage048 Setting Up and Using Cayan

2. The checkout screen will have a payment option labeled Gift Card. Tap Gift Card.

setupmerchantimage020 Setting Up and Using Cayan

3. TouchBistro will prompt you to slide the gift card through the reader.

setupmerchantimage045 Setting Up and Using Cayan

4. You will see the Charge Amount screen. Tap Pay in Full.

5. Print a receipt and close the order.

If you print a receipt, the receipt will display the remaining balance.

Section 1. Managing the Gift Card

You can activate/add funds to a gift card, process a refund onto the gift card (return a dollar amount to the card), or view a gift card’s balance from the checkout. You can do this from the Checkout screen.

setupmerchantimage049 Setting Up and Using Cayan

To access the Gift Cards options menu, tap the Information setupmerchantimage050 Setting Up and Using Cayanicon associated with the Gift Card link.

1) Activate or Reload a Gift Card

Activating or reloading a gift card requires Manager approval. If the user is not a manager, they will see a Manager Confirmation screen first before they are shown the Activation screen.

To activate or reload a card:

1. Tap Activate/Reload Gift Card.

setupmerchantimage051 Setting Up and Using Cayan

2. Enter in amount the customer wants to put on the card.

3. Swipe the card.

2) View remaining balance on gift card

If you wish to check a gift card’s balance before processing it follow these steps:

1. Tap View Balance.

setupmerchantimage052 Setting Up and Using Cayan

2. Swipe  the card.

Chapter 10. Selling Gift Cards

When you activate or load a gift card, TouchBistro logs the sale in the Gift Card Activity report’s Gift Card Activity section (pictured above). However, it’s important to log any value added to a gift card as a menu item sale to help balance out your cash drawer and credit card receipts as well as accurately log payment methods.

Although it might seem unnecessary to log a gift card value addition as a sale when the Gift Card Activity report already captures a sale, it only provides half the necessary information. Imagine, for example, a customer topped up a gift card for $50  and paid with a $50 bill. Your Gift Card Activity report would show a $50 value addition but your End of Day sales report would have no record of the $50 cash payment. Your cash drawer would be $50 over and you could only guess that that $50 represents the $50 gift card top up. As well, many customers will want to pay for the gift card value add with  a credit card. To be able to process a sale, you need a gift card value menu item to execute the credit card sale.

To ensure complete and accurate accounting, follow the following steps:

Section 1. Setting Up Your Menu

1. Access Menu.

2. Tap Sales Category. Create a Sales Category called Gift Cards or Merchandise (if you want to sell other non food/drink items).

3. Create a Menu Category called Gift Cards. Set the Sales Category for Gift Cards or Merchandise (depending on what you created in step 2).

4. Ensure you disable Taxation by removing the checkmark from the included tax. Tap Done

5. Tap Icon and set an appropriate icon.

6. Tap Save.

7. Access Menu Items. Tap Gift Cards.

8. Create a  Gift Card Value Add menu item under the Gift Cards category.

9. Give the menu item name something like Gift Card Value Add. This will will be used when a new card is purchased and value is added to it or when an existing card is topped up.

10. Set it for an Open Price.

11. Ensure Taxes is set to No Tax.

12. Enable Is a Gift Card.

13. Return to the Menu setting screen and tap Menus.

14. Tap a menu category (for example Full Menu).

15. Tap Add Menu Category and add our Gift Cards menu category.

16. Tap Save and then add the Gift Cards menu category to additional Menus as necessary.

Section 2. Processing the Order

1.  Open your cash register.

2.  Tap your Gift Card menu category.

3.  Tap your Gift Card Value Add menu item.

4.  Enter the value you wish to add to the card and then tap Set Price.

5.  Double check you set this menu item up not to charge tax. In most jurisdictions, you do not charge tax on values added to a gift card, as the tax is paid when the gift card is used to pay for a good or service. Tap the Checkout  icon.

6.  Tap the Information  icon associated with Gift Card payment option. Select an option. In this example, we’re going to reload (add additional value) to an existing gift card.

7.  Enter the amount you wish to add to the card. You can swipe the card or tap Manual Entry and input the gift card number manually.

8.  Confirm the amount by tapping Yes.

9.  You will see the new balance. Tap OK.

10. Even though we’ve added a value to the card, we have yet to actually collect payment for the value addition. You can now tap a payment option to collect. If the customer wants to pay cash, tap Cash. Or tap an integrated payment option if the customer wants to pay with a card.

11. After selecting your payment method, tap Pay in Full and complete the sale as you would complete any other menu sale.

If you need to load a gift card (or perform another gift card function) without accessing the register screen, access Admin | Admin Settings | Payment Gateways. Tap the Gift Cards option.

Section 3. Reporting

When you do your end of day, you will be prompted to generate the Gift Card Activity Report along with the usual End of Day Report.

In the pictured example above, our Gift Card Activity report shows we sold one menu item flagged as a gift card (the Gift Card Value Add menu we created above). It also logs the actual value addition we did, indicating the amount loaded onto the card. Waiter indicates the staff member who added the card value.

In the pictured example above, our End of Day report also captures the gift card menu item sale in Sales Totals. It’s important to keep gift card value associated with their own sales category to help separate out such sales and keep food/alcohol cost reports accurate.

The Gift Card Activity report helps us properly account for sales we can recognize for that day or period. For example, we have $92.11 in pre-tax sales. However, our Gift Card Activity report indicates $50 was a gift card value addition. We know to deduct $50 from today’s sales, leaving us with $42.11 in sales we can realize for that day. Of course, when the customer spends the $50 gift card on food, drinks, merchandise, or services, TouchBistro will capture those menu sales and the $50 will be realized then.

Chapter 11. Closing Your Batch

Follow these steps to close your batch via TouchBistro:

1. Login as an Admin or Manager.

2. Tap Admin or Options (if you’re logged in as a Manager profile).

3. Tap Payment Gateway Options.

setupmerchantimage016 Setting Up and Using Cayan

4. Tap Batch Summary.

5. Review the batch summary and tap Batch Close.

6. TouchBistro will prompt you your batch has been submitted successfully. Tap OK.

Chapter 12. Testing Your Setup

1. Scroll to the bottom of your payment setup page.

2. Tap Test Payment Gateway.

3. Tap Untested next to each feature you support and follow the on-screen prompts.

Did you find what you
were looking for?
Yes!
Kind of...
No.

How could this page be improved?


Thanks for the feedback