VeriFone PCCharge Frequently Asked Questions

1. Will PCCharge run on Windows Vista?
2. What should I do if I keep getting an error during a transaction?
3. Which versions of PCCharge products are currently supported?
4. Is there a charge for changing a merchant number?
5. What should I know about modems?
6. What should I do if I keep getting a result of Not Captured Connect Failure, No answer, or No dialtone?
7. Can I use my remote desktop software to access PCCharge?
8. How do I edit my company's information in PCCharge?
9. How do I check to see what transactions are currently authorized?
10. I have a new computer. How do I move my PCCharge data over to the new computer?
11. How can I make sure PCCharge is operating at top performance?
12. What is the difference between PCCharge Pro and PCCharge Payment Server?
13. Will PCCharge Pro work with "xyz company's" software?
14. Can VeriFone's PCCharge brand products be upgraded?
15. Will I need to use a credit card terminal in conjunction with your software?
16. What are the system requirements for VeriFone's PCCharge branded products?
17. What should I do if I keep getting a result of INVALID TERMINAL ID?
18. How do I know who my credit card processing company is?
19. I can process Visa and MasterCard transactions, but I cannot process American Express or Discover cards?
20. How do I change my PCCharge password?
21. How do I make/edit a configuration disk?
22. Why is my printer not printing receipts?
23. Why can't I see the whole credit card number in my reports?
24. How can I stop PCCharge from asking me if I want add a ticket number or address verification information when I process transactions?
25. How can I process several transactions at once, or as a batch?
26. What kind of encryption does PCCharge use when processing TCP/IP (Internet) transactions?
27. How should I enter my company name in the Company Information window? Is the field case-sensitive?
28. Can I run PCCharge in a Terminal Service environment?
29. Can I run PCCharge through PC Anywhere or over a VPN?

1. Will PCCharge run on Windows Vista?
• As of PCCharge version 5.7.1i SP8, VeriFone officially supports using PCCharge on Windows Vista Business Edition (32-bit). However, due to the fact that this is a completely new operating system, there are certain issues that must be addressed. Please carefully review the document VISTA_README.rtf (found on your PCCharge installation CD) prior to installing and using PCCharge in your Vista-based transaction processing environment.

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2. What should I do if I keep getting an error during a transaction?
• Try restarting your computer and trying the transaction again.
• From the PCCharge Utilities menu, try running the Repair command and then the Compact command.
• Read through the PCCharge manual and help files thoroughly. Many problems can be solved by applying the information in the manual and the help files (The help files can be accessed from the Help | Contents menu in PCCharge .)
• If you are having modem connection problems, please make sure that communications programs such as HyperTerminal or Dial-Up Networking are able to access your modem properly. Also, make sure that no communications or fax programs are running while trying to process transactions.
• If these steps do not solve your problem, please contact technical support . To maximize the effectiveness of your contact with technical support representatives, we ask that you have the following information included in your email or ready when you call:
1. Version of PCCharge you are using (select Help | About from PCCharge.)
2. Your credit card processing company and/or Merchant Service Provider.
3. Your merchant information (Terminal ID, Merchant ID, extended data, etc.)
4. Brand, model, and speed of the modem you are using.
5. Information on any 3rd party POS software (when applicable.)
6. The type of error you are getting:


• Installation error
• Modem/dialing problem
• GPF (General Protection Fault) - please note the information that is displayed when the error occurs
7. If possible, step through the transaction and document the step that is causing the error.

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3. Which versions of PCCharge products are currently supported?
• As of November 1st, 2007, VeriFone will no longer support any version of PCCharge earlier than 5.7.0. These versions were created over three years ago, and therefore do not meet the high security standards required to function in today's payment processing industry. VeriFone recommends an immediate PCCharge upgrade for those consumers who are using any version of PCCharge earlier than 5.7.0.

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4. Is there a charge for changing a merchant number?
• There is no charge, provided that the customer has an active support contract. The merchant number is changed by means of a certain file that is e-mailed to the customer.

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5. What should I know about modems?
• Your computer system must include a Hayes or compatible 300, 1200, or 2400 baud modem. The modem can be connected to either serial port 1, 2, 3, 4 (COM 1 - COM 4) of your system and must be connected to a standard analog phone jack.
• VeriFone suggests that customers avoid "Win-modems" if at all possible. Win-modems are popular because of their low price, high speeds, and advanced compression techniques (which makes them ideal for connecting to the Internet.) Unfortunately, most Win-modems are incapable of non-compressed data transfer and the 300/1200 baud speeds that most financial networks require. Check with your modem manufacturer to see if your modem is capable of running without compression and can operate at these low speeds.
• VeriFone has found that the following external non-Win-modems work well with most financial networks:
• 3Com US Robotics 56k Faxmodem
• Zoom 56k (older chipsets only)
• VeriFone has found that the following internal non-Win-modem works well with most financial networks (but not in a Windows 2000 environment):


• Actiontec PCI Pro (Model PC156019)
• We have also found that older modems (pre 14.4 baud) and external modems work well with most financial networks.
• If a modem can communicate using the Bell 212A protocol (1200 baud), it can almost always be made to successfully transmit transactions to any dial-up credit card processing company.

Modem troubleshooting:

• It is not uncommon for a PC running Windows to run out of serial ports. There are only a limited number of IRQ numbers that devices such as serial mice and modems can use.
• Factory IRQ setting most widely used for serial ports are:


• COM1: Uses IRQ 4
• COM2: Uses IRQ 3
• COM3: Uses IRQ 4
• COM4: Uses IRQ 3
• Two devices cannot use the same IRQ at the same time. Therefore, if a pinpad is using COM1 (IRQ4), then COM3 cannot be used because it also uses IRQ4. Most Windows users who install modems set up the modem to use COM2, because other devices use COM1. However, some machines also have scanners, serial printers, or other devices that use COM2 or some other COM port. In this case, there may not be another COM port available. For customers who want to use more than two serial devices in Windows, it is recommended they install a serial port card which allows them to configure the COM ports to use different IRQs. Hardware conflicts are the most common problems customers have with PCs. An IRQ conflict is especially frustrating for novice computers users and an experienced technician may be required to solve these problems. In general, if programs such as HyperTerminal or Dial-Up Networking cannot access your modem, then PCCharge Pro will not be able to either. If this is the case, these problems will need to be resolved before PCCharge Pro will function properly.

High speed modems and Win-modems:

• If you have a new modem that operates at 14.4, 28.8, 33.6 or 56 kbps, it is very likely you will need to modify the modem's initialization string to force it to connect at 300/1200 baud, disable data compression, and error correction features. This information is normally found in the modem's manual or by contacting the modem manufacturer. It is impossible for us to know all the methods necessary to disable these techniques with all of the different types of modems. Consequently, you may need to call your modem manufacturer and ask them, "How do I get my modem to act like a dumb 1200 baud Hayes modem?"

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6. What should I do if I keep getting a result of Not Captured Connect Failure, No answer, or No dialtone?
• Make sure you have no other programs that are using the modem. If there are any running, shut them down and re-attempt the transaction.
• Restart the computer. Re-attempt the transaction.
• Click Setup | Modem (In PCCharge Payment Server, click Setup | Hardware | Modem).
• Click Detect Modem Setting. If that button is not shown, click Use Manual Modem Setup and you'll be taken to the correct window.
• Make sure your modem is shown in the Modem box. Click OK on the Modem Setup window and re-attempt the transaction.
• If the transaction still does not work, re-access that same modem setup window and change the modem shown in the Modem box to GS Special, Generic Fax/Modem, US Robotics 28.8, or Simple1. Click OK. Re-attempt the transaction using each of these modem types.
• If the transaction still does not work, contact the PCCharge Technical Support Department at 1-877-659-8981.

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7. Can I use my remote desktop software to access PCCharge??
We currently do not support accessing PCCharge via Windows Remote Desktop, Virtual Private Network (VPN), or any other remote interface application. Programs like these allow PCCharge to initiate multiple instances of itself, causing lost transactions, duplicate charges, and database corruption.

Instead, we recommend that you use either PCCharge Client or PCCharge DevKit (via integration) to remotely access PCCharge.

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8. How do I edit my company's information in PCCharge?
• Click Setup | Company (In PCCharge Payment Server, click Setup | Merchant Setup | Setup Wizard. Continue clicking Next until you reach the Company Information window.)

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9. How do I check to see what transactions are currently authorized?

PCCharge Pro Terminal-based Processors

• Click Reports | Batch | Pre-Settle.
• Click OK.
• This report will display what transactions have been authorized and are approved for settlement.

  PCCharge Payment Server Terminal-based Processors

• Click Reports | Report Filter. Select the Pre-Settle from the Report Type: drop-down list.
• Click OK.
• This report will display what transactions have been authorized and are approved for settlement.

  PCCharge Pro Host-based Processors

• There is no actual batch residing on your computer when using a Host-based processor; therefore, PCCharge can only show you what the processor has communicated as being approved.
• Click Reports | Transactions | Credit Card Detail. Select Approved in the box labeled Status.
• Click OK.
• This report will display today's approved transactions.
• Alternatively, your processor may be able to fax you a list of currently authorized transactions.

  PCCharge Payment Server Host-based Processors

• There is no actual batch residing on your computer when using a Host-based processor; therefore, PCCharge can only show you what the processor has communicated as being approved.
• Click Reports | Report Filter. Select the Credit Card Detail from the Report Type: drop-down list. Select Approved in the box labeled Status.
• Click OK.
• This report will display today's approved transactions.
• Alternatively, your processor may be able to fax you a list of currently authorized transactions.

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10. I have a new computer. How do I move my PCCharge data over to the new computer?
• You will need a formatted 3.5" floppy disk.
• Click Utilities | Configuration Disk. Select Update/Create Config Disk. Click OK
• Click Yes. Insert your formatted floppy disk and click OK. Click Open to start the process. Click OK and remove the disk when the process is complete.
• Label the disk "PCCharge Configuration Disk".
• Install PCCharge on your new computer, if you haven't already. Follow the standard installation instructions shown in your manual.
• Start PCCharge on your new computer. Click Utilities | Configuration Disk. Select Restore from Config Disk. Click OK.
• Click Yes. Insert floppy disk labeled "PCCharge Configuration Disk" and click OK. Click Open to start the process. Click OK and remove the disk when the process is complete.
• PCCharge will shut down after the process is complete. All of your merchant account's information has been restored.
• At this point, you can begin processing on your new computer using PCCharge. However, your customer/transaction history database has not been transferred to your computer. If you need/want to transfer your database to your new computer, continue with the following instructions.
• To transfer your old database to your new computer, you'll either need a Zip disk, LAN connection, or some other means a transporting a large (>1.4meg) file from your old computer to your new computer.
• The PCCharge database file is named pccw.mdb and can be found in your PCCharge directory.


• The PCCharge Pro default directory is C:/Program Files/pccw.
• The PCCharge Express default directory is C:/Program Files/Win-Charge.
• The PCCharge Payment Server default directory is C:/Program Files/Active-Charge.
• Use Windows Explorer (Start | Programs | Windows Explorer) or some other suitable program to copy this file from your old computer to your new computer.
• After that's complete, start PCCharge on your new computer. PCCharge is now completely updated with all of your old information.

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11. How can I make sure PCCharge is operating at top performance?
• To make sure PCCharge is operating at maximum capability, it's important to perform regular maintenance on your PCCharge database.
• Click Utilities | Repair. Click OK when the process is complete.
• Click Utilities | Compact. Click OK when the process is complete.
• It's recommended that this process be repeated weekly.

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12. What is the difference between PCCharge Pro and PCCharge Payment Server?
• PCCharge Pro is our single user and networkable award winning end user (merchant) product with Recurring and Installment Billing. PCCharge Payment Server is the payment processing engine used by software developers, ISP's and CSP's to integrate into their applications and web sites to provide a seamless eCommerce solution.

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13. Will PCCharge Pro work with "xyz company's" software?
• Only if "xyz company" has integrated their product with PCCharge Pro software. Call our sales department (1-800-725-9264) to find out about a specific integration.

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14. Can VeriFone's PCCharge brand products be upgraded?
• Yes, PCCharge may be upgraded any time. Contact the company that sold you your current version of PCCharge to obtain information on updating to the latest version of the software.

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15. Will I need to use a credit card terminal in conjunction with your software?
• There is no need to have a credit card terminal with PCCharge. If a card swipe or PIN pad is needed, you may attach a card reader to your computer. Our software works with all major brands of peripherals.

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16. What are the system requirements for VeriFone's PCCharge branded products?

System Requirements

You must have the following:

• PC with Windows Vista Business Edition (32-bit), Windows XP Professional Edition, Windows Server 2003 Enterprise Edition, Windows Server 2003 Standard Edition, or Windows 2000
• 256 MB minimum of RAM, 512 MB preferred
• 50 MB free space on hard drive, 100 MB recommended
• Hayes compatible modem (capable of 1200 baud or less) with an analog phone line OR an Internet connection
• CD-ROM drive
• Merchant Account
• 600 MHz or higher processor
• MS Internet Explorer v6 or higher
• Latest MS service packs installed

The following are optional:

• Track I & II reader
• Check Reader/Scanner
• Debit Card PIN pad
• Windows compatible receipt printer

SSL Requirements

Depending on your payment processing company, connection type, and operating system, you may need to install some upgrades/enhancements to your operating system. Some processing companies are beginning to process transactions via SSL2 (a highly secure Internet protocol).

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17. What should I do if I keep getting a result of INVALID TERMINAL ID?
• Access the Credit Card Company Setup window and very that your Merchant Number is correct. To do so, click Setup | Credit Card Company (In PCCharge Payment Server, click Setup | Merchant Setup | Setup Wizard.) Contact your Merchant Service Provider to confirm that you have the correct merchant number.
• In the same Credit Card Company Setup window, verify that you're using the correct phone numbers.
• If all numbers are correct or you need to change your merchant number, contact the PCCharge Technical Support Department at 1-877-659-8981.

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18. How do I know who my credit card processing company is?
• To find out which credit card processing company you're using, access the Credit Card Company Setup window and very that your Merchant Number is correct. To do so, click Setup | Credit Card Company (In PCCharge Payment Server, click Setup | Merchant Setup | Setup Wizard.) Contact your Merchant Service Provider to confirm that you have the correct merchant number.

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19. I can process Visa and MasterCard transactions, but I cannot process American Express or Discover cards?
• Your account may not be configured to accept that type of card. Contact your Merchant Services Provider and confirm that your account can process that type of card.

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20. How do I change my PCCharge password?
• Access the Configure System/Preferences window. To do so, click Setup | Configure System (In PCCharge Payment Server, click Setup | Preferences). You can edit your password from this window.

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21. How do I make/edit a configuration disk?
• Click Utilities | Configuration Disk. Select Update/Create Configuration Disk.
• Make sure a formatted 3.5" floppy disk in the drive and click OK.

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22. Why is my printer not printing receipts?
• Click Setup | Printer | Receipt Printer (In PCCharge Payment Server, click Setup | Hardware Setup | Printer | Receipt). Verify that the correct printer is selected.
• If you're processing a Pre-Auth transaction, verify that the box labeled Print Receipts for Pre-Auths is checked.
• Verify that the Number of Copies is set to one or more.

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23. Why can't I see the whole credit card number in my reports?
• The credit card account numbers in PCCharge's reports are obscured for your protection and your customers' protection.
• To obtain individual card numbers, determine the TROUTD of the transaction in question (shown in the PCCharge reports). Return to the main PCCharge screen. Click Utilities | Retrieve Account Number. Enter the TROUTD, click OK, and PCCharge will display that account number.

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24. How can I stop PCCharge from asking me if I want add a ticket number or address verification information when I process transactions?
• Access the Configure System/Preferences window. To do so, click Setup | Configure System (In PCCharge Payment Server, click Setup | Preferences).
• Uncheck the box labeled Prompt for CPS 2000 qualifiers. Click OK.
• You will no longer be prompted for the additional information.

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25. How can I process several transactions at once, or as a batch?

These instructions apply to PCCharge Pro. Instructions for PCCharge Payment Server follow this section.

PCCharge Pro

• Click File | New. This interface will allow you enter as many transactions as you need.
• The far left column will allow you to specify the type of transaction you wish to perform.
• Check the bottom of the window for the transaction code key.
• Scroll from left to right to enter all transaction information each line.
• Click in next row to enter the information for the next transaction. Click OK when you're done.
• Type in the name of your file in the File Name field and click Save.
• To process the transactions you just saved, click File | Import. Select the file you saved. Click Open.
• PCCharge will display the number of the transactions in the file and the balance. Click OK.
• PCCharge will contact the credit card processing company and process the transactions.

PCCharge Payment Server

These instructions apply to PCCharge Payment Server. Instructions for PCCharge Pro precede this section.

• Click the Process Offline button.
• PCCharge will allow you to name the file in which your group of transactions will stored. Enter a name of your choice and click the Open button.
• Begin entering your transactions. Click the Process button after entering each. Note that PCCharge is not connecting to your payment processing company for each transaction.
• After you're done entering transactions, click the Process Offline button again. PCCharge will close the file.
• Click File | Import. If you have more than one merchant account, select the merchant account you want to use to process the transactions. Click the OK button.
• Select the file containing the transactions you wish to process. Click the Open button.
• PCCharge will display the number of the transactions in the file and the balance. Click OK.
• PCCharge will contact the credit card processing company and process the transactions.

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26. What kind of encryption does PCCharge use when processing TCP/IP (Internet) transactions?
• PCCharge uses SSL encryption to protect TCP/IP (Internet) transactions and merchant information from being recorded and used to make fraudulent transactions. The strength of the SSL encryptions depends on your Internet browser's capabilities. For example, Microsoft's Internet Explorer can support 128-bit SSL encryption. Thus, a computer processing TCP/IP transactions via PCCharge would be transmitting 128-bit SSL-encrypted transactions.

The following definition of SSL was taken from http://www.webopedia.com:

SSL: Short for Secure Sockets Layer, a protocol developed by Netscape for transmitting private documents via the Internet. SSL works by using a public key to encrypt data that's transferred over the SSL connection. Both Netscape Navigator and Internet Explorer support SSL, and many Web sites use the protocol to obtain confidential user information, such as credit card numbers. By convention, Web pages that require an SSL connection start with https: instead of http:.

Another protocol for transmitting data securely over the World Wide Web is Secure HTTP (S-HTTP). Whereas SSL creates a secure connection between a client and a server, over which any amount of data can be sent securely, S-HTTP is designed to transmit individual messages securely. SSL and S-HTTP, therefore, can be seen as complementary rather than competing technologies. Both protocols have been approved by the Internet Engineering Task Force (IETF) as a standard.

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27. How should I enter my company name in the Company Information window? Is the field case-sensitive?
• Make sure that you enter exactly the same information into this window that your credit card processing company has on file. This information may or may not be case sensitive, depending on which credit card processing company you are using. Inconsistent information may cause transaction processing and/or end-of-day functions to fail with certain credit card processing companies. You should verify that your credit card processing company has the correct, most current company information.

  Example: VisaNet/Vital generally requires that this information be entered using all capital letters.

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28. Can I run PCCharge in a Terminal Service environment?
    • No, PCCharge is not supported in a Terminal Service environment.

      Details: Terminal Services allows multiple instances of the same application to run simultaneously. PCCharge cannot be supported in such an environment. Running multiple instances of PCCharge often results in duplicate charges and lost transactions.

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29. Can I run PCCharge through PC Anywhere or over a VPN?
    • No, PCCharge is not supported when run through PC Anywhere or through a VPN.

      Details: The connections provided by most VPNs are not stable enough for the requirements of payment processing. PCCharge cannot be supported in such an environment. It has been our experience that VPN users encounter duplicate charges and lost transactions, as well as settlement failure and transaction failure.

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