POSiPay with Shift4 Card Processing - Offline Mode

Description: Most sites will have Offline Mode enabled by default, and the system should go into offline mode automatically if internet connectivity is lost. Learn more below. 

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The Shift4 Gateway offers an offline mode when used with the Ingenico iPP320 and Lane 3000 pin pads. The offline mode allows businesses to process credit cards when there is a loss of internet activity.

• The UTG constantly pings the internet for connectivity.
• When the connection is lost, the UTG will go into offline mode depending on a defined trigger.
• In this circumstance, all credit card transactions processed will be stored.
• When connection is restored, the system will send transactions to the processor for authorization.
• Once in offline mode, connectivity is tested every 30 minutes and will remain offline until internet connectivity is restored. 

One of the options available in offline mode is that you can restrict the dollar amount of transactions allowed while running in this mode. This option helps reduce the loss of revenues in the event of declined authorizations. This option is configured under the Stand-In Limit setting in the Offline Mode tab of the UTG program.

Offline Mode Automatically Enabled

Shift4 UTG versions 3133 and above have offline mode enabled at the time of installation by default. To verify your version of the UTG software, navigate to the SHIFT4 folder on your system, then the UTG2 folder. 

1. Right-click the UTG2.EXE program.
2. Choose Properties.
3. Choose Details.
4. View the Product Version.

What to do if Offline Mode is not working

If Offline Mode is not working, follow the below instructions. 

For sites using UTG version 3133 and above

Verify Offline Mode is enabled, and start the program. 

1. Stop the credit card service from running.
2. Go to your Positouch service PC or back office PC.
3. Right-click on the Windows taskbar and select Task Manager.
4. Locate the service Shift4 Gateway. After selecting the service, select the option to End Task.
5. Once the service has ended, select the Windows Start icon located at the bottom left corner of your screen.
6. Locate the Shift4 Payments folder and select UTG (v2) TuneUp.
7. Choose the Offline Mode tab.
   
8. Maximum Hours will populate by default. Users may change the value to a higher value if the outage is expected to last several hours.
   Note: If the outage lasts longer than the value set in MAXIMUM HOURS, the software will continue to stay in offline mode automatically. Changing this option is NOT REQUIRED. 
9. Select Global Override and then set the Stand-In Limit Amount. The Stand-In Limit Amount will be the maximum amount allowed to be approved in offline mode per card transaction.
   
10. Choose Save to save the changes.
11. Start the UTG program.
12. Navigate to the Shift4\ UTG folder on your computer.
13. Right-click on the UTG2.EXE program and choose Run as Administrator.
14. Test a card transaction.
    

For sites using UTG version below version 3133

Verify Offline Mode is enabled, and start the program. 

Use the following instructions to implement Offline mode:

1. The first step is to stop the credit card service from running.
2. Go to your POSitouch service PC or back office PC.
3. Right-click on the Windows taskbar and select Task Manager.
4. Locate the service Shift4 Gateway. After selecting the service, select the option to End Task.
5. Once the service has ended, select the Windows Start icon at the bottom left corner of your screen. Locate the Shift4 Payments folder and select UTG (v2) TuneUp.
6. In the TuneUp screen, select the Offline Mode tab. Use the Offline Level drop-down menu to select the number of timed-out transactions allowed in a time span (measured in seconds) to trigger Offline Mode.
   
   • Never - This is the default setting. Use this if you do not plan to use Offline processing.
   • Low - This will restrict pin pads to process no more than 3 transaction failures in a 120 second time span.
   • Medium - This will restrict pin pads to process no more than 5 transaction failures in a 120 second time span.
   • High - This will restrict PIN pads to process no more than 25 transaction failures in a 300 second (5 minute) time span.
   • Custom - This setting allows you to increase both the transaction failure and time span settings beyond the preset levels of the other three options.
7. Select the API Interface tab and configure the following:
   
   • Stand In - Must be enabled
   • Bin Management Floor Limits Field- Use the default amount of $0.00.
   • Stand In Floor Limits Field - This setting determines the maximum amount. Enter the dollar amount the business is willing to risk if a transaction is declined for authorization that could occur when returning to online mode. Any dollar amount above the "Stand In" amount will trigger a voice authorization. This setting must be "0.00" if not using Offline Mode.
8. Select Save on the top of the TuneUp window to save your settings.
   
9. Navigate to the Windows Start option and locate the Shift4 Payments folder.
10. Right-click on UTG (v2) Stand Alone and select Run as administrator.
11. Once the Stand Alone application starts, each device will load and show Idle when ready.

Test to Verify Offline Mode

Follow the steps below on how to identify and process a transaction offline. The system will require 3 failed attempts before switching to offline mode. Once in offline mode, failed attempts will no longer be required. Please contact the Positouch Support team 24/7/365 for further assistance by calling 888.276.2108 ext 6257.

Please be sure to reconcile your deposits within 24 to 48 hours of internet connectivity. Contact support immediately if offline transactions have not been deposited.

The only other steps required are if any transactions fail in the batch, you will receive emails from Shift4 regarding fraud transactions. Those offline transactions that fail will need to be reauthorized or deleted from the LightHouse Transaction Manager batch. 

Offline Mode in the Front of the House

1. When the system goes offline, there will be a message on the Positouch terminal screens.
2. The first transaction attempted will take longer than usual, and you will get a message “TRANSACTION NOT APPROVED.”
3. Next, the screen will prompt you, “PLEASE SLIDE CARD OR TAP.” Offline cards cannot process. 
   
4. Once the system comes back online, the system will automatically switch over. The reader will prompt you with the normal message “INSERT, SWIPE OR TAP CARD.”
   
5. If you slide the card, like you already were for offline transactions, the reader will prompt you to insert an EMV card.