0800 038 5389

FAQ

General faq

Billing, Admin, Delivery etc…

Technical faq

Hardware, Software and Apps

Trouble Shooting

Problem solving and how too’s

General faq

Hardware, Software and Apps

How can I tell who my merchant bank provider is?

If you check your bank statement it will state either First Data, World Pay or Valitor.

How do I cancel my contract?

All our contracts are a service agreement for a 36 or 48 month period. To terminate your contract you will need to contact our administration team on 020 7012 8660, select option 2.

Am I PCI compliant?

Unfortunately we do not have access to your bank statements (due to FCA regulations), contact your bank merchant directly to find out if you’re PCI compliant.

How do I change my bank details?

If your legal entity has changed please contact our Administration team on 020 7012 8660, select option 2. If you would like to change your bank details, please contact your bank merchant directly.

How can I view card machine transactions?

Please contact your bank directly to view transactions

How long does it take for my payments to be settled?

Depending on who your agreement is with, it will be between 3-5 working days.

How do I amend payment details for my service agreement?

Contact Paytek on 0203 300 1656 and quote your reference number (starting with CONXX).

What happens to my chip and pin machine contract if I sell my business?

You have two options, you can pay the remainder of your contract or the contract can be transferred to the new owner. Please contact our team on 020 7012 8660 to find out what is involved for each option.

How do I order till rolls?

Please place your order with our admin team on 020 7012 8660.

Useful contact numbers for card machine services

PCI DSS Team | 0330 808 1606 Option 6.
PCI DSS World Pay | 0845 874 0374
Paytek | 0203 300 1656 or 0203 300 1609
First Data Merchant Services | 0345 606 5055

Technical faq

Hardware, Software and Apps

Tills

What is an End of Day?

An End of Day will archive that days sales and reset the till for the next day, producing a daily financial report. It is very useful to help reconcile your accounts. Completing an End of Day report checks that transactions have been processed correctly and are not stored in the terminal, which could delay the funds being credited to your account.
If an end of day is ignored for a long period of time, the till will eventually fill its memory with previous days/weeks/months sales which can slow the performance of the till down.

How do I perform an End of Day on my till?

You must have manager access to conduct an End of Day. Press:
1. Function > Menu> Reports >
2. Select End of Day, End of Week or End of Month
3. Press Print & Reset > Confirm (after the report has printed)
4. Confirm the report has been produced
5. The end of day is now complete

Payment Terminals

How do I change my network / GPRS provider?

If you have a supervisor swipe card press Menu twice to get to the System Menu > scroll to Select Function > press Enter. The Function code will either be 91 or 92.

How do I rectify a power failure?

Most issues with power failures are due to a cable being unplugged, either from the device/base or at the wall/plug socket. If these have been checked then please call the helpdesk.

How do I swap out my terminal?

Contact the helpdesk on 0845 206 8665 and we will go through trouble shooting before exchanging a terminal. You are covered for terminal failures under your lease agreement, except where there is physical damage to the terminal (broken/damaged/missing covers, screen, number pad or cable) where you could be charged.

How do I perform an End of Day on my card machine?

If you have a Supervisor Password to access your card machine:
Press Menu twice > F1 > enter your supervisor password > press F1 for the End of Day
Or, if you were issued a Supervisor Card to access your card machine:
Press Menu twice > Totals > End of Day > swipe your supervisor card
Please note: End of Day banking should be done between 3pm and 11pm. If these times do not match your business hours then they can be amended by speaking to your Acquirer. Check Useful Contacts in General FAQ for phone numbers.

Lolly HQ

How to add / amend products

How do I add a product?
The animation below shows you step by step how to add products to a category.
To remove a product just use the clear button as seen on step 4.

Its Lolly Software - add products

What are my login details

We are developing a new system for this. Please consult with your manager or ask your manager to call Lolly Support on 0845 206 8665.

Can I export my reports to different formats

Yes, when you have run the required report, you can click on the export icon and export to excel, word or PDF.

Trouble Shooting

Problem solving and how too’s

Tills

I'm getting a 'System Memory is Below 100MB' error

This error means the till memory is full from either:
The Electronic Journal: This function records every till action and archives this information to your till
of Day/Week Reports: 45 days of sales data is automatically stored to the till, taking up space
To check the available memory:
Function Menu > Control Panel > Maximums
To clear the journal and save data onto a USB:
Function Menu > Control Panel > Import & Export > Export & Clear Audit Data
End of Day Report:
Function Menu > Reports >End of Day/View Reports > Print & Reset

My till has slowed down

This error means the till memory is full from either:
1. The Electronic Journal: This function records every till action and archives this information to your till
2. End of Day/Week Reports: 45 days of sales data is automatically stored to the till, taking up space
To check the available memory:
Function Menu > Control Panel > Maximums
To clear the journal and save data onto a USB:
Function Menu > Control Panel > Import & Export > Export & Clear Audit Data
End of Day Report:
Function Menu > Reports >End of Day/View Reports > Print & Reset

My Lolly Smart (X10) till is frozen

0. Ensure all cables are connected securely to the till
1. If you have a USB keyboard connected, please disconnect
2. Press and hold the power button until the till turns off
3. Restart the till
4. Once the Lolly Software has loaded, test the till to see if it is responding. If the problem persists, please call support 0845 206 8665

I can’t see the product I added, how do I display it?

Once a product is added it will not appear as a button on your sales screen until it is created. Find the PLU Panel that you want to add the new button to, these are normally set by department for ease of navigation but you can add a button from any department to another.
The buttons are numbered 1 to 10 from top left to bottom right on page one (swipe across to see second page) and 11 to 20 on page two. For this example we are adding a New Magazine so are looking for PLU Panel 14. Go back to Function Menu and Control Panel and Open PLU Panel 14 and click in Quick PLU Link in the top right of the screen.
The screen will show the PLU Panel, select which department that the new Product to come from, in this case sticking with Magazine as that is PLU we created but can add a button from any department.
Now click the product you want to add from the list on then, with that product highlighted click on the button where you want that product. Don’t worry about the appearance of the text, this can be edited in another screen.
Save PLU Assignments. This will take you back to Control Panel and you will see the PLU Panel here and can edit the buttons.

Payment Terminals

I am getting an 'ERROR252'/unable to connect on my card machine

Telephone Line
1.Ensure cables are connected correctly.
2.Make an outgoing phone call on that line, if you’re unable to, contact your telephone line provider.
Network/Internet
1.Restart your router (give it 5 minutes to restart)
2.Test the internet connection with a laptop/tablet (not your mobile phone) and go to a news website (that constantly updates stories to ensure it doesn’t load a cached (stored) page.
3. Try a cable in another port of the router or switch and, if possible, another network cable.
4.Restart your card machine holding down both the yellow Clear button and the punctuation button above the green button with the following symbols , . ‘ Hold these until the screen turns blue and the terminal bleeps. Press Enter or place back on charging base to turn back on.

IWL252 (Bluetooth)
1. Ensure the card machine is paired to the base. This is indicated by the letter B at the top of screen, Blue = connected. Red = disconnected
2. If the B is red, check the cable is plugged in properly? If the cable wobbles too freely then the base has probably been damaged and will need replacing.
3. Check the adapter is plugged in the power socket properly (most common reason for connection issues). If all of these are fine it maybe that the terminal needs pairing to the base.
Pairing to base – supervisor card holder
Press Menu twice to access the System Menu > scroll to Enter Function Code > press Enter > enter the code 36 – Radio Setup. Then swipe your supervisor card.
Pairing to base –supervisor passcode/PIN
4. If the B is blue then check the connections.
5. If you are connected to your network/internet, ensure the network icon on the screen is green, if so, restart your terminal. Restart your card machine holding down both the yellow Clear button and the punctuation button above the green button with the following symbols , . ‘ Hold these until the screen turns blue and the terminal bleeps. Press Enter or place back on charging base to turn back on.

How do I restart my card machine?

Restart your card machine holding down both the yellow Clear button and the punctuation button (located above the green button) with the following symbols , . ‘
Hold these until the screen turns blue and the terminal beeps. Press Enter or place back on charging base to turn back on.

Why is my receipt not printing?

If your machine is producing blank receipts, the paper roll is in the wrong way round. Change the roll around and test the printer by doing print last receipt, or by restarting the terminal
If the paper roll is not feeding through the machine it maybe a physical issue with the card machine. Open the paper cover, remove and replace the paper roll, ensure the cover closes correctly (but do not use excessive force). You can test the printer by doing print last receipt or by restarting the terminal.
If the problem persists please call our support team on 020 7012 8660

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