Frequently asked questions
Q. A payment for a consumer was not successful – what happened?
A. 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:
i. Access the Aloha BOH site controller and type services.msc in 'Run.'
ii. Right-click Radiant Heartbeat and select either Start or Restart.
iii. Close the services function.
iv. Confirm the card type the consumer is attempting to use is accepted at your restaurant.
v. Confirm the consumer has a good connection on their device (either 3G/4G or Wi-Fi.)
Q. How does a consumer split a guest check?
A. A consumer works with their server to split a check at the POS and print two QR codes.
Q. Why is NCR Mobile Pay telling me "The code doesn't sound right."?
A. The code is always three letters and three numbers, with no dashes, is globally unique, and reset daily – confirm the consumer is entering it correctly.
Q. What is the code to pay my check?
A. The code is always three letters and three numbers (For example, DZF678) – confirm the consumer is entering it correctly.
Q. Can a consumer use NCR Mobile Pay on any device?
A. Yes, a consumer may visit www.ncrpay.com on any mobile device with a web browser.
Q. Does a consumer have to enter credit card information each time they use NCR Mobile Pay?
A. If you are using Google Chrome or Safari browser, you may have the option to save your credit card details and use them on NCR Mobile Pay for subsequent transactions.
Q. How do I turn certain features on/off?
A. 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 firstname.lastname@example.org.
Q. Why is my dashboard not rendering correctly?
A. The Operator Dashboard works best with Chrome, Firefox, Safari, and IE9+.
Q. Are the payments secure?
A. Yes, Mobile Pay securely encrypts payment information in our cloud database and processes host-to- host. Mobile Pay does not store payment information on a device.
Q. Will I have to run a different batch for Mobile Pay transactions?
A. 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.
Q. Is there a quick service version of NCR Mobile Pay?
A. Coming soon.
Q. Can the consumer order items from their phone?
A. No. This functionality may make a comeback into Mobile Pay in the future, if the market demands it.
Q. How do I reprint the NCR Mobile Pay code for the consumer?
A. The system prints a check code on each guest receipt. Recall the guest check on the POS and reprint the receipt(s), as needed.
Q. Where can I view information collected through NCR Mobile Pay?
A. Visit your dashboard at https://ncrpay.com/dash and log in with your operator credentials. If you do not yet have operator credentials, email email@example.com.