mPRIME Service & Support FAQ Frequently asked questions mPRIME general Who is mPRIME the right solution for? mPRIME is the ideal solution for small and medium-sized businesses or market stalls from all industries with a smaller monthly turnover that require a non-stationary, flexible point of sale. The compact device is ideal as an additional, second payment terminal. What pricing model is the mPRIME available in? mPRIME is available in attractive packages, comprising the payment terminal and card acceptance. Which credit and debit cards/payment method does mPRIME accept? Mastercard/Maestro, Visa/VPay, American Express, China Union Pay, JCB, Diners/Discover, PostFinance and TWINT Does mPRIME accept Apple Pay, Samsung Pay or TWINT as well? mPRIME accepts all common mobile payment methods, such as Apple Pay, Samsung Pay, Google Pay, Android Pay or TWINT. How secure is card acceptance with mPRIME? mPRIME comes with the latest PCI PTS safety certificate 4.x (can be used until 2026). Is there a minimum contract term? No, there is no minimum contract term. The contract can be terminated at any time with a notice period of three months. Can I also use mPRIME abroad? No, mPRIME is only licensed for use in Switzerland and exclusively in CHF. Can I order an additional card reader? It is not possible to order an additional card reader online. If you already have an existing mPRIME contract, please contact us on the following customer service number: 0848 66 33 33 mPRIME app and card reader What are the prerequisites for operating mPRIME? iOS smartphone or tablet from iOS Version 10 and up or Android smartphone or tablet from Version 6 and up Active SIM card with data bundle (operation via a WLAN not possible) Do I need a permanent internet connection for mPRIME? Yes, you can only process transactions online. The smartphone or tablet must have an active SIM card with data bundle for internet access. Can I operate mPRIME via a WLAN as well? No, it isn’t possible to operate mPRIME via a WLAN. The smartphone or tablet must have an active SIM card with data bundle for internet access. Where can I download the mPRIME app? The mPRIME app can be found in the Apple App Store (compatible from Version 10 onwards) and in the Google Play Store for Android devices (from Version 6 onwards) and can be downloaded free of charge. Can I print out the payment receipt? A printout via the card reader is not possible. If requested, the customer can receive a transaction receipt by email. The customer’s email address can be entered into the app at the end of the transaction and the receipt sent via the standard email program on the tablet or smartphone. How is the receipt sent by email to my customers? You must have an email account (or app) set up on your smartphone/tablet. The mPRIME app uses this account to send the receipt by email. It is not possible to send a receipt if you have not set up the corresponding account. I do not have an email account set up on my smartphone/tablet. How can I send the receipt to my customers despite this? It is not possible to send a receipt if you have not set up an email account on your smartphone/tablet. Please set up a corresponding account. Can I connect an external Bluetooth printer to the card reader? No, that is not possible. You can only send the receipt via email. Why is a “daily closing” necessary – and do I have to retain the receipt? By carrying out the daily closing, you initiate the remuneration of the payment transaction to your bank account. You are required to archive the receipt, which is sent to you by email after every daily closing. It contains all the important information regarding the payment transaction. How do I charge the card reader? The card reader can be charged using the USB charging cable supplied. Which warranty is guaranteed for the card reader? The card reader is rented. If it becomes defective during proper use, it is repaired or replaced free of charge. Can I connect mPRIME to my existing checkout? mPRIME has been developed to operate with the Worldline mPRIME app and the card reader cannot be directly integrated into the checkout environments. However, we can offer a range of solutions for checkout integration. Please get in touch with your checkout partner about what devices we support or contact our sales team on: 0848 66 33 33 Initial setup/Installation First steps – what do I need to do? After receiving the card reader: Download the mPRIME app (Apple App Store or Google Play Store) and Follow the instructions in the app to carry out the initial set up. Once pairing has been successfully completed, mPRIME is ready for payments. What do I need to do after downloading the app? Please follow the instructions in the app to install your new card reader. You will be taken through the individual steps of the installation. In daily use When do I need to switch off the card reader? You can manually switch off the card reader whenever it is not in use by holding down the X button for five seconds. Does the card reader have a standby or power-saving mode? The screensaver is activated after 60 seconds in the standard setting. The screen automatically switches off after 120 seconds (power-saving mode). The device will remain in standby mode until a payment is initiated through the app (or by pressing any key on the card reader). The card reader takes a very long time to boot up. Is that normal? After switching on the card reader, it will need 1-2 minutes to start up and pair with the smartphone/tablet. As soon as the screen displays “Welcome”, the device is ready for payment. Can different smartphones or tablets be paired with the same card reader? Yes, in principle this is possible. However, you can only keep track of the transactions on the selected device in the app. Can different card readers be paired with the same smartphone or tablet? Yes, in principle this is possible. Please make sure that before pairing a new card reader you have unpaired and removed the previous device from the list of paired Bluetooth devices on your smartphone/tablet. The message "New terminal software available" appears in the app. What do I have to do? This lets you know that there is a necessary software update for the card reader software. To update the card reader software, ensure the device is switched on and that it is connected to the smartphone/tablet. Confirm the update in the app or through the “Software update” menu item. The update can take several minutes. Where can I download the email address for my booking documents? The email address to which your booking documents are sent after the “daily closing” can be changed at any time in the “Settings” menu item in the app. Troubleshooting The “Send email” function after a transaction does not work. Ensure that an email account has been set up for your smartphone/tablet and that it is active. The app will use the respective standard account for sending customer receipts. Connection problems when pairing / connecting with the card reader Connection problems can have several different causes. Try the following steps in this order: Switch off the WLAN function on the smartphone/tablet. Remove the card reader from the list of paired devices in the settings. Completely restart the app and card reader (close by pressing the “X” button, start by holding down the “O” button for 5 seconds). Carefully follow the instructions in the app to connect via Bluetooth. Do not press any buttons on the card reader without being prompted to do so. The connection via WLAN no longer works after the mPRIME app update. The connection of the card reader to the mPRIME app via a smartphone/tablet is only possible with Bluetooth. Use via WLAN with an earlier version of the app is now no longer supported. Please connect your card reader via Bluetooth by following the instructions in the app. I cannot establish a connection to the card reader after the mPRIME app update. The latest version of the mPRIME app is optimised for the latest card reader software. Please ensure that you have the latest software installed on the card reader. To do so, connect the card reader as normal via the smartphone/tablet settings using a Bluetooth connection. Now carry out an update through the “Software update” menu item in the app. Then restart the card reader and the app and follow the instructions in the app. The card reader displays the message “Not ready for operation”. Please completely restart the card reader (close by pressing the “X” button, start by holding down the “O” button for 5 seconds). Close and then open the app again and follow the instructions for pairing / connecting in the app. If the problem occurs again, please contact the hotline for technical support.