Credit Card Authorization

Theatre Manager provides two different mechanisms for credit card authorization, along with two modes of operating each option (schedule "C" or Schedule "D" compliance mode). Both are PCI PA/DSS 1.2 verified.

There is a great deal more information found by clicking here concerning installation, setup, USB credit card swipes, PCI compliance, and card encryption.

Definitions

There is often confusion between the purpose of a bank and a service provider and understanding difference helps make sense of the authorization options available to you.

The reason that service providers and banks are separate is historical. Banks started as local or regional entities in the USA. Most were not big enough to handle the infrastructure of authorizing credit cards. When cards became very popular in the 70's, they farmed out the business of authorizing cards to a service provider as an economical means of providing cards to their customers without the expense of hosting large computer centres.

Service providers provide the infrastructure to authorize cards and then then deposit YOUR funds in ANY bank.

Paymentech Orbital™

This option for credit card authorization allows the venue to connect directly to one of the major service providers in the world - and avoid installing middleware like PCCharge. Theatre Manager talks directly to the service provider Paymentech who talks to your bank and places money in it at the end of the day.

For further information about setting up Paymentech Orbital, please click here.

PCCharge™

This option requires that a middleware credit card server called PCCharge be installed on Windows machine behind the DMZ. A venue needs to set up a merhant account with one of the 15 +/- supported service providers (Paymentech is one of them). Installation is done using the standard PCCharge™ installers following the PCCharge™ Secure Implementation Guide.

For further information about installing PC Charge, please click here.

System Flow

With either solution, the money always gets to your bank account. You enter or swipe the card information into Theatre Manager and it sends all the correct information to the appropriate service provider. The following illustrates the difference in flow of the authorization. In either case, a merchant has to maintain a PCI compliant Office setup.

Advantages and Disadvantages

  Pro Con
Paymentech
  • supports CVV2 and address verification in USA AND Canada
  • supports mutliple simultaneous credit card authorization which is more suitable for web sales, concert onsales spikes or large volume venues.
  • faster authorizations (generally under 1 second)
  • direct connection to Paymentech (one less software component to manage for PCI compliance needed as there is no local database)
  • Always PCI compliant with no action required by you
  • for Mac only venues, no 'black box' PC is required
  • view card batches online from anywhere
  • can be set up for easier remote authorizations
  • world wide direct authorization capabilities - in 158 countries
  • small monthly fee
  • only operates as 'card not present' (means address verification and CVV2 only)
PCCharge
  • supports CVV2, address verification and sending track II information
  • connect to any number of service providers - North America only
  • does one authoriztion at a time
  • slower authorizations (approx 3 to 4 seconds)
  • user must access the PCCharge server to view batch history
  • some maintenance required to mange passwords and compress the pccw.mdb file when it reaches a threshold
  • software upgrade every 2 years to meet ongoing PCI PA-DSS compliance when Visa changes PCI requirements

Enabling Credit Card Authorization in Theatre Manager

Regardless of which of the options you choose (Orbital or PC Charge), there are two key areas to address inside Theatre Manager in order to enable credit card authorization.

Payment Methods Code Table

Click here for the Payment Methods Code Table setup instructions.

Merchant Accounts

Click here for steps to set up a Merchant Account inside Theatre Manager.

Paymentech Orbital

All users of the Orbital Virtual Terminal in conjunction with Theatre Manager are encouraged to download a Virtual Terminal Quick Reference Guide directly from Chase Paymentech. Additionally, once you log into your VT, there is a Help button for FAQ's and support from the Orbital Support team.

Installation
Installation and setup instructions for use with Paymentech Orbital start here.

End of Day


Instructions regarding the use of Orbital during the End of Day process are found here.

Current Batch Total

To find the batch total in the Orbital Virtual Terminal, follow the steps outlined here.

Allow Manual Settlement


Steps to turn off the automatic settlement of batches function inside the Orbital Virtual Terminal can be found here.

Reporting

To find information about the various reporting options inside the Orbital Virtual Terminal, click here.

Open Batch

Open Batch reports are just what they sound like they would be - reports on the current batch in the Virtual Teminal (and by extension, in Theatre Manager). A user can look up transactions based on:

  • Transaction Status

  • Account # - this could be either the full credit card number or just the last 4 digits.
  • Order # - the Order number assigned to that transaction.
  • Order Description - the description assigned to the order.
  • Card Type - Options in the drop-down will vary based on the types of cards accepted by each individual organization.
  • Amount Range - search for transactions based on minimum or maximum amounts.
  • Approval Code - search by the authorization/approval code - this will also be noted in the Payment record in Theatre Manager.
  • Transaction Reference -
  • Profile ID - the profile ID is set up inside the Admin area of the Virtual Terminal itself and does not correspond to fields in Theatre Manager.
  • User Logon - this is the user ID used to log into the Virtual Terminal. Theatre Manager clients likely only have one of these ID's, though it is possible there could be one for each user who performs EOD.
  • A date range can be added to the search if the checkbox for that area is checked and dates included. To exclude a date range and search any dates, simply remove the check from the box.

The Query Type determines the type of report that will result from the report query. Options include:

  • Detailed Transactions - all the details about each transaction in the batch.
  • Summary Query - a summary with totals of charges in the batch. This is the option to use in pulling the report to match to Theatre Manager's End of Day Wizard. More information about that here.
  • Generate Detail Report - will pull a detailed report in PDF format that can be recalled later in the Reporting area under Report Type.
  • Generate Detail File - will pull a CSV file that can be used to export/import to accounting packages and is also retrievable later in Reporting.

Review

Under the Review Tab, a user can choose to review entire Batches or specific Transactions or ranges of Transactions.

Batch Review

A Batch Review allows users to pull reports of in-progress, settled or rejected batches. Choose between searching by Batch Number range or a Date range.

The Query Type determines the type of report that will result from the report query. Options include:

  • Detailed Transactions - a report with specific details about each transaction in the selected batch(es).
  • Summary Query - shows totals of the batch(es) without detail on transactions.
  • Generate Detail Report - will pull a detailed report of the batch(es) in PDF format that can be recalled later in the Reporting area under Report Type.
  • Generate Detail File - will pull a batch detail CSV file that can be used to export/import to accounting packages and is also retrievable later in Reporting.
  • Pending Options - pull either a PDF report or CSV file on batches that meet the criteria and are still pending.
  • Rejected Options - pull either a PDF report or CSV file on batches that meet the criteria and were rejected by the processor.


Transactions Review

Reports can also be generated for single or groups of transactions based on selected criteria. Except for the Transaction Status selection, the criteria are the same as for pulling an Open Batch report as described here.

Under Transaction Status, a user can choose transactions which meet all the selected criteria and are:

  • Settled
  • Pending
  • Settled Sales (no refunds/credits will be included)
  • Settled Returns (the alternate of the above)
  • Rejected Items

Reporting

When pulling reports either under Open Batch or Review, users can choose to Generate Detail Files or Reports. Those previously generated reports can be recalled again in the Reporting Tab.

Reports can be narrowed down (or not) to include only those which are:

  • Complete
  • Queued/In Process
  • No Results
  • Deleted
  • Error

Reports are either a "Report," a PDF report of the results, or "File," a CSV file that can be imported into an accounting package. When the report is originally pulled, this distinction is made under Query Type.

Reports were pulled either under the Review Batch Tab, under the Open Batch Tab, or under the Admin Tab > Profile Management.

Moneris

This section contains information on how to use the Moneris Virtual Terminal in conjunction with Theatre Manager to obtain batch information, reports, and to charge cards directly in the Virtual Terminal.

Processing Charges Directly in Moneris Virtual Terminal

This page will contain instructions for processing credit card charges in the Moneris Virtual Terminal in the rare cases it might be necessary that you do so. All charges should be normally processed in Theatre Manager.

Viewing Transaction List in Moneris

You can view a list of Transactions by a number of different parameters (a specific batch, a time span, by card type, etc) directly in the Moneris Virtual Terminal:
  • Login to www.eselectplus.ca
  • Select Reports > Transactions from the top toolbars. The Transactions Search Parameters window will open.

  • Set the search parameters to capture the transactions you'd like to see. For example, you can enter a time frame or day under Date, and then check Batch Number under Other Criteria to get all transactions in a specific time span and in a particular batch. Click Submit Search to get a list of the transactions.

  • In the resulting list, transactions with an Order ID beginning "mvt" were processed directly in the Moneris Virtual Terminal (and not in Theatre Manager). Those with a number for an Order ID were processed in Theatre Manager.

Clicking Process Grouped Transactions will settle any unsettled transactions in the list. Do not do so without direction from Arts Management Support as this will affect your End of Day in Theatre Manager.

Viewing the Current Open Batch Total in Moneris

You can view a summary total of any open batches in Moneris by:
  • Login to www.eselectplus.ca
  • Go to Reports > Batches in the top toolbars. The Batch Reports Search Parameters window will open.

  • Under Date, select Current - Open Batches
  • Click Search at the bottom of the page. A window displaying the totals of any open batches will open.

  • The Batch total should match the Theatre Manager Deposit List Total for authorized credit cards.

PCCharge

PCCharge

Setting up, moving, or editing a PC Charge Installation

The pages in this section have to do with setting up, moving, or changing settings in an existing PC Charge installation.

Creating a PC Charge Config Disk

A Config Disk is a backup file of the configuration settings for PC Charge. It is best to store a zipped copy of the Config Disk on a machine other than the one running PC Charge as a backup. Often a Config Disk is created before upgrading PC Charge or when moving PC Charge to a different machine.

 

Creating a PCCharge Config Disk
  1. Right click on the desktop of the machine with PC Charge
  2. Select New >> Folder
  3. Name the folder PCChargeConfigFiles
  4. Open PC Charge
  5. Select Utilities >> Config Disk
  6. Select the Update/Create Config Disk option
  7. Click "OK"
  8. Click "Yes"
  9. Click "OK"
  10. Click "Cancel"
  11. Navigate to the PCChargeConfigFiles folder on the desktop
  12. Click "Open"

Setup or Upgrade PC Charge

  1. Contact a Certified Merchant Provider to arrange account setup.

    This process needs to be started at least four weeks in advance of the date PC Charge is scheduled to be activated. Most Merchant Providers will require the submission of financial information from the organization prior to processing account setup. For a list of Certified Merchant Providers click here and select the merchant provider's pdf.

    There are a number of merchant providers in the USA. In Canada, we recommend Paymentech, although there is one other option which is no longer supported for new installations. For guidelines on setup information required for each service provider click here.

  2. Submit requested information to the Merchant Provider.

    It can take up to fifteen business days for a Merchant Provider to process information. Missing or incorrect information can often lead to delays. Current financial institutions are often helpful with assisting in filling out the required information sheets.

  3. Receive merchant account setup information from the Merchant Provider.

    This information is critical to the PC Charge setup process. Only once the Merchant Provider has replied with the necessary information can the installation of the software begin.

  4. Install PC Charge.
    1. Prior to the install, please perform all Microsoft Upgrades to avoid an issue with a specific MS update released around July 1010 - and make sure you reboot your computer.
    2. Then follow the detailed steps on installing PC Charge v5.9.0 or later click here.
    3. After installation, follow the first time startup steps
  5. Enable Credit Card Processing in Theatre Manager.

    For more information on enabling credit card processing in Theatre Manager click here.

Hardware Requirements for PC Charge

PC Charge requires a Windows Operation system.

System Requirements for PCCharge v5.9.3

  • Version 5.9.3 -> PC with Windows 2008 Server Edition (64 & 32-bit), Windows 7 Professional (64 & 32-bit), Windows 7 Enterprise (64 & 32-bit), Windows 7 Ultimate (64 & 32-bit), Windows Vista Business Edition (64 & 32-bit), Windows 2003 Server Enterprise Edition (64 & 32-bit), Windows XP Professional Edition (32-bit).
  • Version 5.9.2 (The one we currently upgrade ALL clients to use) -> PC with Windows 2008 Server Edition (64 & 32-bit), Windows 7 Professional (64 & 32-bit), Windows 7 Enterprise (64 & 32-bit), Windows 7 Ultimate (64 & 32-bit), Windows Vista Business Edition (64 & 32-bit), Windows 2003 Server Enterprise Edition (64 & 32-bit), Windows XP Professional Edition (32-bit), Windows Server 2000 Standard Edition, or Windows 2000.
  • Version 5.9.1 -> PC with Windows 7 Professional, Enterprise, or Ultimate Edition (32-bit), Windows Vista Business Edition (32-bit), Windows XP Professional Edition (32-bit), Windows Server 2003 Enterprise Edition, Windows Server 2000 Standard Edition, or Windows 2000
  • 256 MB minimum of RAM, 2 GB RAM preferred.
  • 50 MB of available hard-disk space, 100 MB preferred.
  • An Internet connection.
  • CD-ROM drive.
  • Pentium IV 3GhZ or higher processor. Recent vintage machine preferred.
  • Latest version of Microsoft's Internet Explorer (version 6 or later).
  • Latest Microsoft service pack updates installed.
  • Merchant Account with a PCCharge-certified processor.
  • SSL updates if required.

System Requirements for PCCharge v5.7.1iSP9

  • PC with Windows Vista Business Edition (32-bit), Windows XP Professional Edition, Windows Server 2003 Enterprise Edition, Windows Server 2000 Standard Edition, or Windows 2000.
  • 256 MB minimum of RAM, 512 MB preferred
  • 50 MB of available hard-disk space, 100 MB preferred.
  • An Internet connection.
  • CD-ROM drive.
  • Pentium IV 3GhZ or higher processor. Recent vintage machine preferred.
  • Latest version of Microsoft's Internet Explorer (version 6 or later).
  • Latest Microsoft service pack updates installed.
  • Merchant Account with a PCCharge-certified processor.

Optional Hardware

  • Magnetic stripe reader. For storefront (cardholder is present) transactions.
  • Practical Automation, BOCA, or Datamax Allegro Ticket Printer for receipt printing.

Installing PC Charge

Often PC Charge will be setup by the trainer onsite during an installation or upgrade. If this is a self installation please proceed with the steps below.

  1. Download the PC Charge installation file.
  2. Decompress the file.

    The file can be decompressed using applications such as WinZip or Windows XP's built in decompression tool.

  3. Run the installation file.
    1. Click Next to the Welcome message.
    2. Move the bullet to I Accept the terms of the license agreement.
    3. Click Next.
    4. Move the bullet to Custom.
    5. Click Next.
    6. Click the Change button.
    7. Change the directory to c:\
    8. Click Next.
    9. Click Next.
    10. Click Install.
    11. Click Finish.
  4. Open PC Charge.

    PC Charge can be found by clicking start >> All Programs >> VeriFone >> PCCharge Payment Server.

  5. Click No when asked for a configuration disk.
  6. Enter the PC Charge Serial Number.

    This will be the 16 digit number found in the Arts Management Systems Welcome Letter.

  7. Click Ok.

    The Preferences window will appear.

  8. Change the Last Valid Year to 10 - 15 years greater then the current year.
  9. Check all cards to be processed and uncheck any unnecessary cards.
  10. Click the Advanced button.

    The Advanced Configuration Setup window will appear.

  11. Check the TCP/IP Communications box.

    Ensure the Local Port Number is set to 31419.

  12. Click the Ok button.
  13. Click the System Log button.

    The System Log Settings window will appear.

  14. Check the box next to Create IOebug.Log File.
  15. Click the Ok button.
  16. Click Ok in the Preferences window.

    The PC Charge Payment Server password confirmation window will appear.

  17. Click the Ok button.

    The Merchant Setup Wizard will appear. Do not proceed into the Wizard unless setup information from the Merchant Provider has been received.

  18. Click the Next button.

    The Merchant Setup window will appear.

  19. Select the Credit Card Processing Company from the drop down.

    This will be the Merchant Provider.

  20. Click the Add button.

    The Register New Merchant Licence window will appear.

  21. Enter the Merchant/TID number.

    The Merchant Provider will have produced a Merchant/TID number. Depending on the Provided this may be a combination of the Bank ID and Merchant number.

  22. Click the Ok button.

    The System Code window will appear. In the organization resides in the US a Security Code can be obtained by visiting http://register.pccharge.com. If the organization resides in Canada Verifone will need to be contacted for the security code.

  23. Enter the Security Code.
  24. Click the OK button.

    The PCCharge Payment Server Merchant Setup Wizard window should now contain the Merchant number.

  25. Click the Next button.

    The Extended Data Fields window will open. This window is different for each Merchant Provider. For most providers the Company Type should be set to retail unless otherwise indicated by the Provider. In addition, if the window contains an Advanced button this area will need to be visited and the correct information entered to allow for processing. Failure to complete the required extended information may prevent the system for processing transactions.

  26. Click the Ok button to return to the Merchant Setup Wizard.

PCI 1.2: Updating PCCharge to V5.92

 

If you are looking for assistance with login information for PC Charge and are not an Arts Management Systems client please contact Verifone directly at 1 (866) 659-8981.

 

PCCharge Users Only: Backing Up Your PCCharge Data

WARNING: The following instructions MUST be followed PRIOR to upgrading your existing version of PCCharge. Failure to observe proper upgrade procedure may result in loss of valuable payment data and/or program functionality. The section Upgrade Preparation (in the PCCharge Manual PDF) contains the complete set of directions for the upgrade preparation process, but it is vital that you at least back up your existing data prior to upgrading PCCharge.

Before you can install this update, you MUST have pre-purchased the license migration for PCCharge AND received acknowledgement that the license migration has been completed. It normally takes 2 - 3 business days to process the migration request BEFORE you are able to upgrade PCCharge. Contact tod@artsman.com or (403)536-1214 to order your license migration.

  1. Start your copy of PCCharge if it isn't already running.
  2. Process and Settle/Close any outstanding transactions prior to installing this upgrade using the standard Theatre Manager End-Of-Day processing. Then make sure that there is no outstanding batch in PC charge.
  3. Click Utilities on the menu bar.
    1. Click Backup Files….
    2. Click BackUp. The Backup Data Files To… window will appear.
    3. Click Open. It may take a few moments for PCCharge to complete this procedure.
    4. Click OK when you see the message "Backup was Successful".
    5. PCCharge has created a file named BACKUPID.ZIP and placed it the PCCharge installation directory. Do not delete this file, as certain PCCharge files can be recovered from this file in case of data loss.
  4. You may now shut down PCCharge.
    1. Click File on the menu bar.
    2. Click Exit
    3. Ensure the green dollar sign in the Windows System Tray (near the clock) is not present.
  5. To be absolutely certain that you have all necessary information (in the unlikely event of upgrade issues), you must back up the entire PCCharge directory. To do this, complete the following steps:
    1. Double Click on the My Computer icon on the desktop (or look for it in the Start Menu)
    2. Double Click on the C: drive
    3. Double Click on the Program Files folder. It might ask you to show the contents - please do so
    4. Right-click the folder named Active-Charge. A menu will appear. Left-click and select the option Copy. The menu will disappear.
    5. Move your mouse pointer to the right of the folder's name, over empty space (while remaining in the same window). Right-click this empty space.
    6. Another menu will appear. Left-click and then select Paste. The menu will disappear, and Windows will make a copy of your entire PCCharge folder.
    7. After the files have finished copying, you may close the C:\Program Files window by clicking File, then selecting Close

How to Install the PCCharge v5.92 Upgrade:

  1. Please install all MS updates for your computer and reboot after reading the following cautionary note about an MS upgrade released July 2010
  2. Click on the download link.
    Before you can install this update, you MUST have pre-purchased the license migration for PCCharge AND received acknowledgement that the license migration has been completed. It normally takes 2 - 3 business days to process the migration request BEFORE you are able to upgrade PCCharge. Contact tod@artsman.com or (403)536-1214 to order your license migration.
  3. You will be prompted to Open, or Save to Disk. Select Save to Disk and change the destination to Desktop
  4. After the file download is complete to the Desktop, it is important to settle any open batches currently in PCCharge as per the instructions in the first section and Make a Backup of the Active-Charge directory. If you did not do this already, please do so now.
  5. After visually verifying that you have a copy of the Active-Charge folder, Right-Click on the .zip file that you just downloaded, and select Unzip.
  6. When the file is unzipped, a file named Setup.exe will be available in the "Payment Server" folder.
  7. Double Click on Setup.exe, and the PCCharge upgrade process will launch.
  8. When prompted for the Setup Type choose Custom. Change the Installation path from C:\Program Files to C:\ and follow the remaining prompts.
  9. When the upgrade installation is complete, reboot the computer
  10. When the computer has restarted, please launch PCCharge as you normally would.
  11. Attempt a test transaction and settlement (if applicable).

Starting PCCharge 5.93 for the first time

 

If you are looking for assistance with login information for PC Charge and are not an Arts Management Systems client please contact Verifone directly at 1 (866) 659-8981.

 

Before Beginning
  1. Review the hardware requirements for they have changed from your existing version of PCCharge. The requirements can be reviewed at http://theatremanagerhelp.com/theatre-manager-help/Hardware-Requirements... - do not attempt to install PCCharge on a computer that does not meet these minimum requirements.
  2. If upgrading from 5.71, PCCharge 5.71 must be already installed on the computer that you are installing PCCharge 5.93 or later onto. You will not be able to copy in the PCCharge Configuration Files from a different installation.
  3. Please contact your merchant provider before upgrading to PCCharge version 5.93 and let them know what you are doing as they "may" need to make adjustments to your account on their side before you will be able to authorize and settle transactions using PCCharge 5.93. This is especially true for:
    • Global Payment Systems (NDC) - Do not call the merchant provider. Call Arts Management at (403)536-1211 after you have upgraded PCCharge. Your new Datawire ID will be assigned by VeriFone via a telephone call from Arts Management when you have indicated that PCCharge is upgraded. Arts Management will need remote access to the PCCharge computer to complete the new Datawire ID setup. Theatre Manager's Remote Assistance option can be used for providing the the required remote access.
    • FDMS (All various providers) - a NEW Datawire ID will be issued for you, along with new URLs for Primary and Secondary
    • Wells Fargo - a NEW Datawire ID will be issued for you
    • TSYS Acquiring Solutions(VisaNet/Vital) - your merchant provider just needs to be aware of the upgrade to PCCharge 5.92
  4. Reboot your computer before starting this process. Microsoft Windows Security Update KB2229593 has the possibility of conflicting with PCCharge if both the Microsoft Windows Update is run at the same time as PCCharge upgrade happens without rebooting between updates. Microsoft Windows Security Update KB2229593 can be run either before or after the PCCharge upgrade as long as the computer is rebooted immediately after this Windows Update is completed.

    Why is it important to reboot prior to installing PCCharge? Because some computers have the automatically download/install Windows Updates option turn on (although it is highly recommended to have this turned off for the Database Server, Apache Server and PCCharge Server) and the Microsoft Windows Update may have been installed without your knowledge.

    Failure to reboot prior to installing PCCharge (and no installation of any other updates until PCCharge has been upgraded and the computer rebooted), may require you to reinstall the deleted system files (.dlls) from the original Windows Operating System CD/DVD's that came with your computer. VeriFone and Arts Management is unable to provide you the missing files, as they are dependent on your version of Windows and type of operating system.

Starting Process
  1. Shut down all web listeners and have the box office staff log out and quit Theatre Manager.
  2. Complete Theatre Manager's EOD Process to close out the existing PCCharge batch.
  3. Quit PCCharge.
  4. Create a .zip backup of the c:\Active-Charge folder (just in case you need to restore and start over).
  5. Reboot the computer (VERY IMPORTANT as per Microsoft Windows Security Update KB2229593 issue)
  6. Extract the files from the PCChargeServer593.zip folder
  7. Install PCCharge 5.93 by double-clicking on the \PCChargeServer593\PaymentServer\Setup.exe

    		8.

    PCCharge MUST be installed in the c:\Active-Charge folder - otherwise it may not function correctly!

  8. Follow the prompts to install the application (i.e click next, next, next, next)
  9. Reboot the computer (again) (VERY IMPORTANT as per Microsoft Windows Security Update KB2229593 issue)
Startup PCCharge Server
  1. Start PCCharge Server via the shortcut on the desktop
  2. Click Cancel to the message regarding downloading the latest upgrade
  3. Click OK to the message about "SSL TCP/IP Error"
  4. Double click on the PCCharge Server icon in the lower Windows Toolbar
  5. Click OK to the information window
Creating SYSTEM User
  1. Type PCC@[4 digit customer number] into the password
  2. Click Log On...
  3. Enter a NEW "password" of ArtsmanSupport@[4 digit customer number]
  4. Enter NEW "confirm password" of ArtsmanSupport@[4 digit customer number]
  5. Select a Password Hint #1
  6. Enter the Password Hint in the Answer field
  7. Select a Password Hint #2
  8. Enter the Password Hint in the Answer field
  9. Click OK
Creating MANAGER User
  1. Click OK to the message about "Cashiers must be setup"
  2. Click "Add Cashier"
  3. Create name of MANAGER
  4. Create a new password of Temp@[4 digit customer number]
  5. Click OK
  6. Click OK to 'MANAGER' has been saved
  7. Click Close to close the window
  8. Click OK to the message about "SSL TCP/IP Error"
System Configuration
  1. Go to Setup >> Configure System
  2. Set the "Last Valid Year" to 25 (for 2025)
  3. Click Advanced
  4. Click Configure IP Settings
  5. Remove the Check from Enable Secure TCP/IP Integration only if you do not intend to use PC Charge Client software.

    If you will be using PC Charge Client software in conjunction with PC Charge Payment Server you will need additional authentication. You will need to:
    - Leave the Enable Secure TCP/IP Integration box checked
    - Change Store Location to "Current User"
    - Change Store Name to "MY"
    - Click Display Store
    - Select Issued To "PCChargeDefaultCertificate-CA"

  6. Click OK
  7. Click OK
  8. Click System Log
  9. Activate "Create Logfile.pcc File"
  10. Activate "Create IODebug.Log File"
  11. Click OK
  12. Click OK
Utility Settings
  1. Go to Utilities >> Transaction Archive/Purge
  2. Locate the Archive Location field
  3. Change the path to C:\Active-Charge\backup\
  4. Click OK
Reset MANAGER Login Password
  1. Quit PCCharge Server (not minimize, actually quit the application)
  2. Start PCCharge Server via the shortcut on the desktop
  3. The error message about "SSL TCP/IP Error" should not appear. If it does, refer to Installing PCCharge SSL Certificate below.
  4. Double click on the PCCharge Server icon in the lower Windows Toolbar
  5. Click OK to the information window
  6. Enter User Name of MANAGER
  7. Enter Password of Temp@[4 digit customer number]
  8. Click Log On...
  9. Enter NEW "password" of PCC@[4 digit customer number]
  10. Enter NEW "confirm password" of PCC@[4 digit customer number]
  11. Select a Password Hint #1
  12. Enter the Password Hint in the Answer field
  13. Select a Password Hint #2
  14. Enter the Password Hint in the Answer field
  15. Click OK
Update PCCharge's Configuration Disk
  1. Goto Utilities >> Configuration Disk
  2. Select Update/Create Config Disk
  3. Follow the prompts
To Log Out of MANAGER or SYSTEM account
  1. From the File menu, select Log off...
To Log Out of MANAGER or SYSTEM account and MINIMIZE PCCharge
  1. From the File menu, select Logout and Minimize
Duplicate Existing Merchant Account
  1. Log into Theatre Manager as the Master User or with master user access
  2. In Theatre Manager goto Setup >>System Tables>>Merchant Accounts
  3. Double click on your existing merchant account
  4. Click Duplicate in the toolbar
  5. Alter the Account Name of the duplicated merchant
  6. Enable Card Use for "At the Box Office" (if required)
  7. Enable Card User for "By the Web Listener" (if required)
  8. Select "PC Charge 5.90 (PA DSS 1.2) from the Server Software
  9. Click the Employees tab
  10. Move this window to the right side of the screen
  11. SWITCH to the OLD Merchant Account Window (Still keeping the duplicated merchant account window open)
  12. Click the Employees tab
  13. Select ALL the employees in the list
  14. Drag the employees from the OLD Merchant into the NEW Merchant's Employee list
  15. Drop the employees in the NEW Merchant's Employee list
  16. While still in the OLD Merchant window, click the Status option box to make the OLD Merchant in-active
  17. Click Save
  18. Close the Window
  19. Go back to the NEW Merchant window, click Save
  20. Close the Window
Updating Payment Methods to use the New Merchant Account
  1. Goto Setup >> System Tables >> Code Tables
  2. Select Payment Methods
  3. Edit American Express, Diners, Discover, MasterCard, Visa, etc. payment methods
  4. Click the Merchant Charges tab
  5. Update the Merchant # with your new merchant account number
  6. Click Save
Please Remember your PCCharge SYSTEM and MANAGER passwords
If you change these passwords, and subsequently lose or forget the SYSTEM password, there will be at minimum a $400 charge to your organization to reset the password. As PCCharge version 5.93 has many more security requirements, resetting the SYSTEM password is not a simple process and involves bringing together Arts Management Support with VeriFone Support together to create customized re-initialization programs.

Logging back into Theatre Manager
  1. Quit Theatre Manager
  2. Employees and the Web Listener's may now log back into Theatre Manager and process credit cards as normal

Common Issues Experienced when Upgrading PCCharge


Installing PCCharge SSL Certificate

These steps are only used when the PCCharge's SSL Certificate does not appear by default in the System Configuration process. If the certificate did appear, then there is no need to follow these steps.

  1. Extract the files from the PCChargeServer590.zip or from the PCChargeServer593.zip folder
  2. Install PCCharge SSL Certificate by double-clicking on the \PCChargeServer593\PCC593\SSL Certificate\PCChargeDefaultCertificate-CA.pfx
  3. Follow the prompts to install the application (accept all the defaults, do not enter in a password)
  4. After installing PCCharge's SSL Certificate, go back and complete the System Configuration Setup
Pre-Existing Datawire ID Customers
If you have a pre-existing Datawire ID for version 5.71, you will need to get it reprovisioned for version 5.93. Contact your Merchant Provider who will contact Datawire to get it reprovisioned for version PCCharge Server 5.8 (yes, 5.8) and higher. This is especially true for:
  • Global Payment Systems (NDC) - Do not call the merchant provider. Call Arts Management at (403)536-1211 after you have upgraded PCCharge. Your new Datawire ID will be assigned by VeriFone via a telephone call from Arts Management when you have indicated that PCCharge is upgraded. Arts Management will need remote access to the PCCharge computer to complete the new Datawire ID setup. Theatre Manager's Remote Assistance option can be used for providing the the required remote access.
  • FDMS (All various providers) - a NEW Datawire ID will be issued for you, along with new URLs for Primary and Secondary
  • Wells Fargo - a NEW Datawire ID will be issued for you
  • TSYS Acquiring Solutions(VisaNet/Vital) - your merchant provider just needs to be aware of the upgrade to PCCharge 5.93
or during a pre-arranged scheduled time with Arts Management
  1. Contact Arts Management Support at the pre-arranged date/time
  2. Provide Arts Management Support remote access to the computer
  3. Arts Management will contact VeriFone Tier II support and provide them your PCCharge License Number and will be your Datawire ID converted.
Then follow these steps to get your new and updated Datawire ID
  1. Goto PCCharge
  2. Clear Datawire ID
  3. Enter updated primary and secondary URL (if required)
  4. Click Register button
The new Datawire ID will auto populate with the new ID. If you are provided your new Datawire ID verbally, you can manually enter the ID into the field and save the window changes.

New Installations of PCCharge using a Datawire ID
When you are obtaining your merchant information, you must tell your merchant provider that you will be using PCCharge version 5.93. A Datawire ID may not be supplied to you, rather it will be automatically configured when the Merchant Account is Registered for the first time. Follow these steps to get your new and updated Datawire ID:
  1. Goto PCCharge
  2. Clear Datawire ID
  3. Enter updated primary and secondary URL (if required)
  4. Click Register button
The Datawire ID will auto populate. If you are provided your new Datawire ID beforehand, you can manually enter the ID into the field and save the window changes.

Losing Unlimited User Access
Losing Unlimited User Access Theatre Manager requires PCCharge to be setup with Unlimited User access. In PCCharge >> Setup >> User, at the top of the window it should say Maximum Users=Unlimited. If this does not, you'll require the assistance of VeriFone to re-instate your Unlimited User access. Contact contact VeriFone Tier II support and provide them your PCCharge License Number and your PCCharge Unlimited User License Number. If you need help finding your Unlimited User License Number, contact Arts Management Support.
Microsoft Windows Security Update KB2229593 Issue
If Microsoft Windows Update has caused a conflict with PCCharge, you will need to run the following command at the DOS prompt and depending on your Windows Operating System, you may need to insert the Windows Microsoft Operating System CD/DVD that came with your computer. VeriFone and Arts Management is unable to provide you the missing files, as they are dependent on your version of Windows and type of operating system.
  1. Log into the computer as Administrator
  2. Goto Windows >> Start >> Run...
  3. Enter CMD (to goto the command prompt line)
  4. Press OK
  5. Enter sfc/scannow
  6. Press ENTER
    • Windows will now run "Windows File Protection" (approximately 5 - 30+/- minutes depending on your computer) and will verify the integrity of every protected operating system file on your computer.
    • In some situations, especially in Windows XP and Windows 2000, you may also need to insert the original Microsoft Operating System CD/DVD if required by the process.
    • Restart your computer if sfc/scannow did repair any files.
    • Even if you are not prompted to reboot your computer after this process, reboot the computer anyway.
    • The integrity process is completed when the window closes.
  7. Reboot the PCCharge Computer
  8. Test again by starting up PCCharge and processing a credit card.
Losing Ability to Process Swiped Credit Cards
If after upgrading each and every 'swiped' credit card fails to get authorized yet if you manually type in the credit card number it works perfectly, then you need to alter the preference in PCCharge.
  1. Settle the existing open batch in PCCharge (if there are authorizations in it) by completing the EOD process in Theatre Manager
  2. In PCCharge, update the merchant account status from Mail Order to Retail
  3. Save the changes
Receiving a Communication Error when Attempting to Process a Credit Card
If after upgrading you receive a communication error each time when processing a credit card, then you may need to re-register PCCharge. The patch provided by VeriFone will re-set PCCharge's files.
  1. Quit PCCharge
  2. Download http://www2.artsman.com/Software/PCChargeServer58xFileRe-RegistrationToo...
  3. Unzip the downloaded file
  4. Run the "PCC 5.8.x File Re-Registration Tool.exe" and follow the prompts
  5. Start PCharge
  6. Attempt to process a credit card again
PCCharge stops authorizing or authorizes transactions randomly
If after upgrading, PCCharge sometime authorizes cards and other times it does not and stops responding after a period of time, you may need to check the installation folder of PCCharge. PCCharge needs to be installed in the c:\Program Files\Active-Charge folder. If it is installed in any other location, this may be the cause.
  1. This step may change depending on the circumstance - talk to Arts Management Support before proceeding. Goto PCCharge and manually setttle the exisiting batch and force settle Theatre Manager if they are in balance; or have the merchant provider manually settle the batch; or if there is no other option, we could copy over the pccw.mdb from this installation into the new c:\Program Files\Active-Charge folder and review all the system options to make sure there is no reference to the old c:\Program Files (X86)\Active-Charge or whatever the old folder was called.
  2. Quit PCCharge
  3. Make a backup of the system configuration files by following http://www.theatremanagerhelp.com/theatre-manager-help/pc-charge-config-...
  4. Uninstall PCCharge
  5. Manually delete the old folder (make sure that if you need the pccw.mdb file that you do not delete it)
  6. Re-install PCCharge into the c:\Program Files\Active-Charge folder
  7. If required to reinstall the pccw.mdb file, COPY the (do not use the original) pccw.mdb file into the c:\Program Files\Active-Charge replacing the empty/new pccw.mdb file.
  8. Start PCharge
  9. Restore the system configuration files when prompted during the initial startup of PCCharge
  10. Verify all system setup configuration fields.
PCCharge stops authorizing, fails to start, or always declines all charges
If after upgrading, PCCharge sometime authorizes cards, fails to start up, or does start up but declines all charges processed. Review the hardware specifications of the computer where PCCharge is installed to the minimum hardware requirements required to operate PCCharge.
  1. Review the hardware configuration setup for the computer operating PCCharge to the minimum hardware requirements at http://theatremanagerhelp.com/theatre-manager-help/Hardware-Requirements...
  2. Make any changes requiredy

Recovering from the MS patch

The following bulletin applies to those clients who have upgraded to PCCharge v5.9.x and only applies to the computer that has PCCharge running on it.

The Issue

It has come to our attention that Microsoft has recently released a Windows Security Update KB2229593 that fixes a security vulnerability in a file that PCCharge version 5.9.2 also fixes during its upgrade process. When the computer is rebooted, both PCCharge and Windows Operating System have a conflict in the file(s) effected as they both attempt to 'fix' it at the same time.

Does this affect me?

This may effect you if the Windows Security Update KB2229593 ran within the same reboot cycle as when the PCCharge Upgrade occurred. Meaning there was no reboot of the computer between when Windows Security Update was installed and PCCharge was upgraded.

If at any time a reboot of the computer happened 'before' or 'after' the Windows Security Update was installed AND 'before' or 'after' PCCharge was upgraded, then you may be ok and this situation may not effect you.

Even though you may have installed PCCharge a while ago, if your computer has not been rebooted after PCCharge was upgrade, you may be effected. If you are effected by this, the next time you reboot the computer, PCCharge may not start or function properly.

PRECAUTIONS to take in case this does affect you

  1. (VERY IMPORTANT) Locate the original Microsoft Windows Operating System CD/DVD that came with your computer.
  2. Plan a time to reboot the PCCharge computer. Choose a date/time when Arts Management, VeriFone Support (Monday - Friday 8:00am - 5:00pm MST) and your local IT person is available in case you require assistance. Choose a time early in the morning or on a dark day to test this to minimize any disruption to your online ticketing or box office sales. Avoid performing this test late in the day or when support may be unavailable.
  3. Turn off web sales
  4. Stop processing sales in the box office
  5. Complete your EOD processing and close out your existing batch in PCCharge
  6. Shut down PCCharge
  7. Reboot the PCCharge computer
  8. Test starting up PCCharge

If PC Charge starts up, process a credit card via the box office to test the PCCharge operation. If PCCharge authorizes properly, then you were not effected by this Windows Software Patch.

If PCCharge does not start up, or PCCharge fails to process credit cards, you may be encountering this conflict this file. To fix this conflict in the file, follow the following steps:

  1. Log into the computer as Administrator
  2. Goto Windows >> Start >> Run...
  3. Enter CMD (to goto the command prompt line)
  4. Press OK
  5. Enter sfc/scannow
  6. Press ENTER
    1. Windows will now run "Windows File Protection" (approximately 5 - 30+/- minutes depending on your computer) and will verify the integrity of every protected operating system file on your computer.
    2. In some situations, especially in Windows XP and Windows 2000, you may also need to insert the original Microsoft Operating System CD/DVD if required by the process.
    3. Restart your computer if sfc/scannow did repair any files.
    4. Even if you are not prompted to reboot your computer after this process, reboot the computer anyway.
    5. The integrity process is completed when the window closes.
  7. Reboot the PCCharge Computer
  8. Test again by starting up PCCharge and processing a credit card.

What if I do nothing at this time?

It is ok to do nothing at this time, just be aware that the next time you are required to reboot the PCCharge computer (normal reboot, power outage, etc) and if this patch has an effect on your PCCharge computer, then you will need to take corrective action at that time before you will be able to process credit cards via PCCharge.

Changing PCCharge Passwords

  1. Log into PCCharge as the SYSTEM user
  2. Goto Setup >> Cashier Privileges
  3. Single click on the MANAGER or SYSTEM user that you want to change the password for
  4. Press ENTER/RETURN on the keyboard
  5. Enter in a TEMPORARY password for the user
  6. Click OK
  7. Click Close
  8. Goto File >> Log Off
The next time this user logs into PCCharge, they will be prompted to change their password to a PERMANENT password good for the next 90 days.

This TEMPORARY and PERMANENT password is designed to allow the user to change the password to something that was not predetermined for them (i.e. someone else knowing what their password is).

Why Do PCCharge Passwords Change Every 90 Days

In order to maintain PCI compliance with PCCharge Payment Server version 5.9 and later, the SYSTEM and MANAGER passwords will be required to be changed every 90 days in order to maintain within this PCI compliance.

Starting 10 days prior to expiration, when you log into PCCharge, it will notify you that your password(s) are about to expire.

After the 90 day period, you will no longer be able to log into PC Charge with your existing passwords, however PC Charge will continue to run.

If you attempt to log into PC Charge, it will require you to immediately change your password(s).

There are restrictions on password renewals:
  • They must follow the same format (a minimum of 8 characters in length, a mixture of numbers and letters, at least one "special" character)
  • They cannot be any of the 4 previous passwords used

pccwhist.mdb error on startup

If you receive an error that pccwhist.mdb is missing on startup, it means that there is a configuration setting that needs fixed.

We ask PCCharge to tell us the size of its database at startup. Part of that process requires that PC charge also know where its Archive database is. This is always in the 'backup' directory where the 'Active-Charge' directory was installed. If the directory is renamed, moved, or is installed to a place other than the standard location, you will get the error message above.

To fix it, you will need to:

  • Start PCCharge (if it is not started)
  • Open the interface for PC charge by double clicking on the green $ in the system tray (if it is not open)
  • Provide any credentials as required by logging in
  • Go to the Utilities Menu
  • Select the menu item Transaction Archive/Purge
  • Change the Archive Location path to the actual PCCharge directory. For example, looking at the screenshots below, the Archive Location in the first picture is 'C:\Program Files\PCCW\backup\' and is not reflective of where PCCharge was actually installed.

  • Change that to where PCCharge was installed as per the second image. Typical value is likely to be:
    • C:\Program Files\Active-Charge\backup\
    • C:\Program Files (x86)\Active-Charge\backup\
    • C:\Active-Charge\backup\

  • Once you have changed it, please close and restart PC charge, and try log in to Theatre Manager again. Do it twice to confirm that the change is effective.

PABP 1.3: Upgrading PC Charge to v5.7.1I SP9a

Note: PC Charge Version 5.7.1 Release I SP9a is PABP 1.3 certified and the certification lapsed around December 2009. These instructions are legacy instructions - and meant for those who just need to update to the latest 5.71 service pack.

Installing this service pack does not make you compliant as it is supplanted by a new release of PC Charge 5.92 that is PCI DSS 1.2 certified.

The most recent version of PC Charge contains stronger security features and you should upgrade as soon as you are available to. Before upgrading we ask that you stop web sales, run an End of Day and create a Config Disk for PC Charge. For detailed steps on creating a Config Disk click here.

These instructions pertain to upgrading to version 5.71 (a free upgrade). However, the suggested course of action is to upgrade to 5.92.

After you have created a Config Disk (a backup of your PC Charge setup files) you can close PC Charge and install the new upgrade.

Installing PC Charge

  1. Download the PC Charge installer 571SP9a
  2. Extract the files within the PCChargeServer571iSP9a.zip installer
  3. Follow the detailed step-by-step instructions in the “Payment Server Manual.pdf” user manual in the section called “Installation”. This manual can also be be downloaded from http://www2.artsman.com/Software/PCChargeServer571iSP9a.pdf

 

Once you have installed the upgrade file you are ready to start PC Charge again and continue with your daily sales.

Moving PC Charge

It is recommend that this process is done during normal business hours.
If there are any problems or issues, Arts Management may need to be involved to trouble shoot. VerfiFone Support may also need to be involved in extreme cases (not the norm).

To move PC Charge from one machine to another, you perform the following steps:

  1. Have everyone log off of Theatre Manager.

    Shut down the web listeners (so they do not attempt to process a credit card payment).

  2. Ensure the batch is settled in PC Charge, by completing an End of Day Deposit in Theatre Manager.
  3. Follow the creating a Config Disk instructions.
  4. Check the Version of PC Charge by clicking Help > About.
    Most clients are running either PC Charge 5.92 or 5.71SP9a. If you have a different version, please contact AMS support at support@artsman.com before proceeding.
  5. Copy the PCC Config disk to the new workstation's desktop.
  6. Download PC Charge to the new workstation.
    From http://www2.artsman.com/Software/PCChargeServer571iSP9a.zip
    Or http://www2.artsman.com/Software/PCChargeServer592.zip
  7. Extract the files from the download
    and Run the Installation file.
  8. When asked for a configuration disk say "Yes".
    You navigate to the PCC Config folder created on the desktop.

    9. Complete the installation process.

  9. In Theatre Manager click Setup >> System Tables >> Merchant Accounts

    Double click on your Merchant Account.

  10. On the Connection Tab, change the URL/IP address to that of the new workstation.
  11. Click "Save" and close the Merchant Account detail window

Auto-Settle Utility for PC Charge

PCCharge includes a utility allowing you to have your terminal-based credit card merchant account settle automatically--at a specified time--just like a host-based account's batch.

The PCCharge Auto-Settle utility creates a log of settlements in plain-test format and stores the log in the PCCharge installation directory. The file (named Settle.log) will contain the settlement response from the processor and the time.date of the settlement.

The PCCharge Auto-Settle utility can be used on the computer on which PCCharge is located, or a computer with read/write access (full permissions) to the PCCharge installation directory.

The Auto-Settle utility is primarily intended for use with one account. When used with multiple accounts, PCCharge will attempt to settle the batches in the order their respective accounts appear in the software. If a settlement attempt fails, the Auto-Settle utility will not continue on to the next account. We highly recommend that you check your Settled Batch Report after using the utility with multiple accounts.



Arts Management's thoughts on having PCCharge Auto-Settle
  • We strongly recommend you close the batch using Theatre Manager's End of Day process, rather then having your Merchant Provider or PCCharge auto-close the batch. This is particularly important if you are running web sales.
  • There are complications with having the merchant close your batch. For Example:
    You run your end of day at the end of your shift. At that time Theatre Manager includes all of the sales to be deposited from that moment back to the last time you ran the deposit process. This is the information you would be providing your accounting department.
    After you run your deposit the web listener continues to process sales. It processed transactions till midnight and then deposits the credit cards.
    Those sales are NOT in the deposit information you are providing accounting. They won't be in the deposit until you run the deposit the following evening at which time the next days sales will also be included.
    If there is ever a discrepancy between your monthly bank statement and Theatre Manager's End-of-Day reports, it can much harder to trackdown and resolve in a quick and timely fashion.
  • Another disadvantage is errors in the batch. If the batch has too much money or not enough money to match Theatre Manager you have no opportunity to correct the issue before you deposit. You are sending it to the bank and won't be able to locate differences until the account department finds them. By closing the batch at the box office there is more opportunity to fix things before they are sent on to accounting for posting.

    A great example would be, there is a duplicate charge in PCCharge, but only shows a single time in Theatre Manager, you will be double-charging the patron. Most likely only when the patron calls to complain about the extra charge will you know that something went wrong.

  • Finally, if the batch has an error in PC Charge, such as an invalid batch settlement error, you wouldn't know. Unless you are checking the PC Charge totals and PC Charge's auto-settle reports on a daily bases, something like this can be missed. The longer it went unnoticed the more likely you are to loose transactions and require to re-authorize any dropped transactions that have not been settled within your merchant provider's required time period.
  • Comparing the PC PCharge batch to Theatre Manager is a part of the end of day process. It is very easy and very obvious if there are any discrepancies.
  • If Arts Management is requested to provide forensic investigation in balancing any settlements between your bank and Theatre Manager, when the merchant account is set to auto-settle (regardless if the settlement was done via PC Charge, or via the merchant provider directly), any time incurred or resources used during the investigation will be deemed a billable service and invoiced to the Theatre Manager client.
Installing and Using the Auto-Settle Utility
Since the PCCharge Auto-Settle utility is a powerful tool, it's not included in the standard PCCharge installation. To install the utility, double click on the file Setup.exe found in the AUTOSETTLE directory from within the PCCharge 5.7.1 Auto-Settle Utility download. Follow the on-screen installation instructions to install the Auto-Settle utility.

PCCharge MUST be running while you're using the Auto-Settle utility. Additionally, it is necessary to select the default window (credit card screen) in PCCharge.

To use the Auto-Settle utility, browse the directory where it was installed. Double-click the file AutoBatch.exe. On your first execution of the program, you'll be prompted to specify the location of the PCCharge directory.

It may be convenient to create a shortcut to this file on your desktop. Consult your Windows help file for instructions on creating a shortcut (instructions vary among the versions of Windows).



  1. Browse to the directory of your PCCharge executable.
  2. Select the file named tid.pcc.
  3. Click the Open button.
  4. The Auto-Settle main window will appear.
Server Path: Displays the directory path of the PCCharge executable.

Settle Time: Default = 12:00am midnight. Enter the desired time (in 24 hour standards i.e. 15:00:00 for 3:00:00 pm) for the batch to be settled.

Current Time: Displays the current time (in 24 hour standards i.e. 15:00:00 for 3:00:00 pm).

Enable Settlement: Select this option to enable automatic settlement of your batch.

As a safety precaution, the Auto-Settle utility is not enabled when it starts.

To make it so that settlement is enabled every time this utility starts, you'll need to edit the program shortcut's properties. If you want settlement to be enabled every time this utility starts:
  1. Right-click on the program's shortcut
  2. Select Properties from the context menu
  3. Add /e to the end of the address shown the Target: i.e. "C:\Program Files\AutoBatch\AutoBatch.exe" /e
  4. Click OK. The shortcut will now cause the utility to start with settlement enabled.
Account Name: Default=User1. Specify the user that PCCharge will use to settle your batch. Most users should leave this field at the default value.

Settlement Timeout: Default=60. Specify the number of seconds that the PCCharge Auto-Settle utility will wait for a batch to settle before displaying an error message. You will very likely need to adjust this value to accommodate the following:
  • the size of your batch
  • the average settlement speed of your processor
  • whether you're using a TCP/IP or dial-up connection
The exact time needed will have to be determined through trial and error. It's suggested that you time a normal "Manually settled batch before entering a value into this field.

Response TimeOut: Default=30. Specify the number of seconds that the PCCharge Auto-Settle utility will wait for any response from PCCharge. This response comes before actual settlement is attempted, and can be thought of as the initial "handshake" response. Most users should leave this field at the default value.

Manually Authorizing a Charge

 

Charges should only be manually added to PC Charge when they appear in Theatre Manager and not in PC Charge.

 

     

  1. Open PC Charge.

    2.  

  2. Click the Credit button.

    3.  

  3. Enter the Patrons Credit Card number.

    4.  

  4. Enter the Card Expiry Date.

    5.  

  5. Enter the amount to be charged.

    6.  

  6. Enter the Order number as the ticket number.

    7.  

  7. Click the Process button.

    8.  

  8. Click Yes, No, No.

    9.  

  9. Click Ok to the Authorization confirmation window.

    10.  

  10. Close the Credit Card Transaction window.

    11.  

  11. Minimize PC Charge.

 

Refunding a Charge in PC Charge

If there is a difference between PC Charge and Theatre Manager, PC Charge should be altered to match the totals in Theatre Manager. This may mean refunding a charge directly in PC Charge to balance the two.

 

  1. Open PC Charge
  2. Click the Credit button at the top of the window
  3. Click the Credit tab
  4. Enter the Credit Card Number
  5. Enter the Credit Card Expiry Date
  6. Enter the Value to be Refunded
  7. Click the Process button
  8. Click Yes
  9. Click No
  10. Click No
  11. Click OK to the authorization message
  12. Close the Credit Card Transaction window

End of Day Deposit Does Not Match

The pages contained in this section contain steps to follow when the PC Charge credit card batch does not match Theatre Manager's list total.

Please refer to the appropriate section below depending on your situation. If your issue is some other end of day balancing problem that is unrelated to PCCharge, please refer to troubleshooting end of day balance issues.

PC Charge - Indeterminate Batch

 

From time to time the totals inside PC Charge do not match the total the bank believes are in the batch. When this occurs the batch can not be settled in Theatre Manager. When attempting to setting the batch in PC Charge an INV BAT/STL error will appear preventing the batch from closing.

 

Correcting an Indeterminate Batch in PC Charge

 

These instructions will only work for some processors. If you are unable to follow these instructions in PC Charge (you get a "not enabled for host-based processors or other message), please contact AMS support.

  1. Go to the machine running PC Charge.

     

  2. Open PC Charge by double clicking on the PC Charge icon in the lower right corner of the screen by the time.

     

  3. Click Batch >> Inquire >> Open Batch.

     

  4. Click the OK button to populate the totals.

     

  5. Write down the totals for each field along with the field name.

     

  6. Close the Batch Inquire window.

     

  7. Click Setup >> Credit Card Company.

     

  8. Click the Extended button.

     

  9. Change the totals to match those written down in the step above.

     

  10. Click OK.

     

  11. Click OK.

     

PC Charge has more money than Theatre Manager in the End of Day

We know Theatre Manager is always right. If PC Charge has more money then Theatre Manager we need to refund the difference in PC Charge so it matches Theatre Manager. In order to do that we need to find the difference. You'll need to run the Payment Detail report in PC Charge and compare the Payment to the ones you find in the Deposit window in Theatre Manager. Once you locate the extra payment you can Void it directly in PC Charge.

 

Finding the Missing Charge
  1. Open PC Charge
  2. Click the Report icon
  3. Change the report option to Credit Card Detail
  4. Change the date range to be between the last time an EOD was run and now
  5. Click the OK button
  6. Print the report
  7. Close the report
  8. Minimize PC Charge

    9.  

  9. Open the End of Day in Theatre Manager
  10. Click the Deposit Funds button
  11. Click the second Deposit button to confirm the date range
  12. Select the Summary by Patron tab at the top of the window
  13. Compare the Payments in Theatre Manager to the report from PC Charge
  14. Note the additional Payment in the PC Charge report

 

    Correcting the Charge
  1. Open PC Charge
  2. Click the Credit button
  3. Select the Void Sale tab
  4. Click the Process or View List button
  5. Locate the additional charge in the list
  6. Double click on the charge
  7. Click the Process button
  8. Click Yes, No, No
  9. Click Ok to the Void confirmation window
  10. Close the Credit Card Transaction window
  11. Minimize PC Charge

Theatre Manager has more money than PC Charge in End of Day

On very rare occasions, a temporary network communication error or similar event will cause credit card charges to show up in Theatre Manager but won't get transmitted properly to PC Charge, causing the PC Charge batch to be less than the list total in Theatre Manager. When this occurs, the following steps can be taken to successfully complete the End of Day Process.

When the mismatch is a result of "dropped" authorizations - which can happen when an End of Day has not been run in several days during a holiday or other period of office-closure - then please start with the steps outlined here.



The batch does not match the list total (more in the list total) and the deposit has NOT been forced

This is the recommended course of action. Never force a deposit without first contacting Arts Management Support

  1. Isolate the transaction(s) in Theatre Manager that do not appear in the PC Charge batch. This is most easily done by:

    Select the Summary By Patron Tab in the End of Day Wizard

    Scroll across to the "Authorization #" and "TroutID" fields and look for the credit card transactions that have no TroutID number.

  2. In PC Charge, click Reports and select a Credit Card Detail Report. Verify that the charge(s) in Theatre Manager with no TroutID are not listed on that report. You'll want to expand your criteria to include all the days covered by the current batch to be certain.
  3. Once you've confirmed that you've found the transactions in question - and the amounts, if added into the PC Charge batch total would bring the batch into balance - then you can proceed with deleting the payment from the patron record in Theatre Manager.
  4. Find the patron in the database. For help, click here.
  5. Open the Payment Tab. For information on how, click here.
  6. Highlight the Payment that was not in PC Charge and click the Void button.

  7. Theatre Manager will ask whether you want to Void and Delete or just Delete the Payment. As the payment is not in the credit card server, select the Delete option.
  8. This will create a credit balance on the order to which you can now apply the payment. For instructions on doing so, click here.
  9. You can now proceed with your End of Day deposit as usual.


The batch does not match the list total (more in the list total) and the deposit has already been forced

This is NOT the recommended course of action. Once the deposit has been forced, then you'll need to run the manual charge in PC Charge in isolation from Theatre Manager and manually settle the PC Charge batch.

  1. First make sure there is no active batch in PC Charge or Theatre Manager. Settle any existing batch. You'll need to check the EOD button in PC Charge to check the batch but DO NOT click OK or Process on the EOD window in PC Charge as that will send the batch prematurely. Simply wait for information to populate, then close the window.
  2. Stop any web listeners running and make sure no one in the office puts through a credit card charge.
  3. Use the Deposit Detail report from the forced batch and the Credit Card Detail report in PC Charge (as discussed above) to discover the transaction(s) that were in Theatre Manager but not in PC Charge.
  4. You can get card info for the charge in the Patron Record in Theatre Manager by looking in the Cards Tab. More on this here. You may have to have a master user help get the full card info - and check the last four digits against the card used in the Payment Tab of the Patron record to make sure you have the right card.
  5. Follow the instructions here to manually run the charge in PC Charge.
  6. Click the EOD button in PC Charge.
  7. Make sure the batch total that shows up ONLY includes the charge(s) you just ran.
  8. Depending on your version of PC Charge, click either the OK or Process button to manually settle the batch.
  9. Restart web listeners and inform staff they can now process cards in Theatre Manager again.

Batch and Theatre Manager list do not match as a result of dropped Authorizations

Clients who use PC Charge may experience a mismatch between the PC Charge batch and the Theatre Manager list total on the first End of Day attempted after a prolonged absence from the office or any period of time where an End of Day has not been completed for a number of days.

Most Merchant Processors will only hold a credit card authorization for "x" days. If the batch is not settled within "x" days, authorizations will start to "drop off" from the batch, beginning with the "oldest" charges. As each authorized payment crosses the "more than x days" threshold, the authorization will drop off (stale authorization and unable to be settled in the current open batch) and there will be that much less money in the PC Charge batch. The value of "x days" varies from one processor to another and are typically set to 3 days, 5 days, 7 days, or 10 days, and some are greater. Our understanding is that most of the online processors (Paymentech Orbital, Authorize.net) do not drop stale dated authorizations at all - they will instead automatically refresh the authorization when the settlement is attempted. That automatic refresh is not possible with PC Charge.

The default value for settlement frequency in Theatre Manager is 3 days (the lowest common threshold). This value is set in:

  1. Setup > System Tables > Merchant Accounts.
  2. Select the active Merchant Account and open to the Settlement Tab.
  3. There is a line for "Settle Batch Frequency" and AMS sets the value to 3 days by default as a safety measure - to try to get the box office to complete an End-of-Day before authorizations drop from the batch.
This means that at 3 days, Theatre Manager will warn users upon login that End of Day has not been run and the batch has not been settled for 3 days. Theatre Manager will not allow further credit card authorization beyond the Batch Settlement Frequency value for the client's security until after an End of Day has been successfully completed (not forced). Regardless of the default settlement frequency, Web Sales will always continue to run and accept payments for authorizations.

The Settle Batch Frequency should be set to either match (or be lower than) your merchant's default batch settlement frequency. Avoid having it set to a longer duration for this will bypass Theatre Manager's warning and possibly have this same situation repeated in the future.

In the event that a batch is not settled within the requisite number of days (determined by your merchant provider) and authorizations have begun to drop off from the PC Charge batch, there will be a mismatch between the PC Charge batch and the Theatre Manager list total. The Theatre Manager list retains all charges that have been made - and is correct. The batch total will be less than the list total by an amount that equals the total amount of authorizations that have dropped. In order to correct the mismatch:

  1. Follow the steps outlined here for correcting an Indeterminate Batch. This will match up the current PC Charge batch to the latest information from your bank for what's in the active batch.
  2. When in the Deposit window, go to the Summary By Patron Tab to see a list of all of the patrons and charges. We recommend you sort by the TroutID column to put them in order from oldest (lowest TroutID) to newest (highest TroutID). The TroutID number comes directly from PC Charge and is the easiest way to compare charges in Theatre Manager to charges in PC Charge.
  3. Compare that list to a current Credit Card Detail report from PC Charge that will show you which charges are still in the batch. In PC Charge, click the Reports button in the main toolbar and select a Credit Card Detail Report from the drop-down of report options. Enter a date range that covers the time period from the most recent End of Day to the present time and click OK to run the report. The results should include the charges which are still in the current batch (the total on the report should match the current batch total) and will not include those which have dropped.
  4. Re-authorize directly in PC Charge the charges that you found in Theatre Manager's Summary By Patron that are no longer in PC Charge (they will typically be the oldest/lowest TroutID numbers). That will bring the PC Charge batch into balance with Theatre Manager's list total. You can get full credit card information by logging into Theatre Manager as a Master User and looking up the card on each Patron's Credit Card Tab.
  5. After all charges have been run again, restart the End of Day Wizard. Theatre Manager's deposit should now match PC Charge's batch. When they do, continue on with the deposit process as normal.

MANAGER password reset

We hear frequently from folks who have lost or forgotten the MANAGER cashier password for PC Charge. Follow the steps below to re-enable the MANAGER user in case of lock-out and to reset the password.

Note: if the SYSTEM user becomes locked out or the password is forgotten, Arts Management will need to assist by calling Verifone and having that password reset. This may be a billable service.

  1. Log into PC Charge as the SYSTEM user
  2. Go to Setup > Cashier Privileges

  3. You'll see a window with both SYSTEM and MANAGER users. If the MANAGER user has been locked out, the Locked Out column will be set to True.

  4. Highlight the MANAGER and click the Re-Enable Selected button at the bottom of the window.
  5. In cases where the password has been forgotten, highlight the MANAGER user and hit your Enter key
  6. A window will open prompting for a new temporary password for the user

  7. Enter the new password.

  8. Upon first login, the MANAGER user will be prompted to create the new "permanent" password.

PC Charge Tips

Help with PC Charge

When in need of assistance with PC Charge contact Arts Management Systems. If necessary a conference call between the Client, Arts Management and Verifone can be arranged.

Installation

When installing PC Charge the regional language on the Windows machine needs to be set to English (US).

Expiry Date

PC Charge stores a maximum expiry date within the program. This date needs to be increased from time to time as expiry dates continue in advance.

To adjust the Credit Card Date:

  • Open PC Charge
  • Click Setup
  • Click Configure System
  • Increase the Last Valid Year. The recommendation would be to increase the date by 10-15 years from the current year.

    • Closing Batches

    Make sure to check PC Charge after each End of Day Wizard to ensure the batch has successfully closed.

    To check the batch:

  • Open PC Charge.
  • Click the EOD button at the top of the window.
  • Review the totals displayed. If the batch is closed the totals should equal zero.

    • Pinging the Credit Card Server

    If you cannot authorize, or if you turn authorization off and on again, you may need to ping the server to re-establish your connection.

    1. Open Ping Computer via Setup > Ping Computer



    2. Ensure that your computer's IP Address as listed in the Ping Window is correct, as is that of the server or machine you want to Ping. Click here to find out how to check a computer's IP address.



      The Ping Window will automatically populate the IP information for the active Merchant Account (in the example, the Merchant Account is for Paymentech Orbital, so you see the Primary URL for Orbital in the image). If you wish to switch it to another IP, click the Pick Button for a list of commonly used IP's in Theatre Manager.


    3. Click the Ping Button.
    4. You will get a message in red indicating whether or not the Ping was successful.
    5. If you cannot communicate with the server, first check to make sure that PC Charge is running on the server or that the workstation is able to get online, and that your IP addresses are correct. Also check that the selected port (443 for Orbital, 31419 for PC Charge) is the correct port. If it is not, change the port in Theatre Manager to match. If you can still not communicate, please check with your network or IT department to ensure proper functioning of routers/port forwarding in the office.
    6. For more information about the Ping Function in Theatre Manager, click here.

    Checking a Computer's IP Address

    Theatre Manager

     

    TCP/IP Setup

    TCP/IP Setup - Mac OSX

    Setting Up TCP/IP for Mac OSX

    For More information on network setup in Mac OSX, please refer to Apple's Website or internal Mac Help.

      If you are unsure if you should be changing these settings, please contact your Network Administrator or your network's Technical Support.

      Theatre Manager Support does not cover network setup.
    1. Begin by going into your Apple, and System Preferences


    2. Click on Network, select your active connection on the left, and then click the Advanced Button.


    3. In the TCP/IP tab, if you are set for DHCP, you will see your IP Address listed under IPv4 Address (in the example, the IP is 10.0.1.2)

      **Not recommended without consulting your IT Department** To change the IP of this machine, click the drop-down by Configure IPv4 to change between Manual or Using DHCP.


    4. If you enter your IP manually, you can do so in this window

    5. Click "OK' to exit back to Network Settings, and 'Apply' to apply your change.

    ipconfig - Windows

    To check a computer's IP address in Windows:
    1. Go to Start > Programs > Accessories > Command Prompt
    2. The Command Prompt window will open
    3. Type ipconfig and hit Enter
    4. You'll see a list of a few different addresses. The IPv4 address or simply the line that says "IP Address" (depending on the version of Windows) is the IP address of the machine.