User Guide — Credit Card Plus — EMV and Contactless Payments

Elavon and athenahealth occasionally update the firmware for the Ingenico Lane/3000 and Lane/3600 credit card terminals. These updates add new features and improve security.

• Major updates to firmware are issued as part of an athenaOne release, and a release note will announce the update. When a major update is required, a notification and update button appear on the Collect Payment page until you update the Ingenico terminal firmware.
  Note: After the firmware is updated, the update message no longer appears on the Collect Payment page.
• Minor updates to firmware are not issued automatically to minimize disruption to service. If you want these updates sooner, you can update your terminals manually. (The manual firmware update procedure can also be useful for troubleshooting.)

To determine the firmware version on your Ingenico device

 

To determine whether your device has the latest firmware, press 0 when the terminal screen displays the athenahealth logo. On the credit card terminal screen, the format for the build number is: Version: V-OG-2.02.XXXXX. (This information appears on line 3 of the terminal screen.)

 

You can update your device manually (see the manual update procedure in the Ingenico Credit Card Terminal Installation, Testing & Usage guide).

 

Updating Ingenico device firmware

 

To make sure that the update runs successfully, please verify that your network meets the technical requirements listed in the Ingenico Credit Card Terminal Installation, Testing & Usage guide, specifically:

• Make sure that ports 450 and 7000 are open in your firewall for communication with the update servers.
• Make sure that the following outbound hosts and ports are allowed: fuseboxtrant.elavon.net on port 7000 and termmgt.elavon.com on port 450.

To test your connection with these port, follow the instructions in the Advanced Network Troubleshooting section of the Ingenico Credit Card Terminal Installation, Testing & Usage guide.
Note: For more information, see athenaOne Technical Requirements.

 

To update your Ingenico device firmware to the latest version, follow one of these procedures.

 

Collect Payment page

1. On the Collect Payment page, click Update Now in the informational message. The page closes and the update begins. (This process may take several minutes to complete.)
2. After the update is complete, reboot the Ingenico device.
   You can now collect payments.

Note: If you continue to see the upgrade message on the Collect Payment page, verify the firmware version for your device. If it is not the latest version, perform the manual update procedure (described in the Ingenico Credit Card Terminal Installation, Testing & Usage guide).

 

Manual update process

Please see the Ingenico Credit Card Terminal Installation, Testing & Usage guide. Follow the manual update procedure for each terminal that you need to update.

Note: If the manual update process does not update the firmware on your device, contact athenahealth, and we will assist you in contacting Elavon to troubleshoot the issue if necessary.

 

After you update the device firmware

After the update is complete, we encourage you to leave the device connected to the network overnight. This procedure allows the device to register properly with Elavon's update servers, ensuring that future updates to the device run smoothly.

 

After you update the Ingenico firmware, your Ingenico device may display a "Network Problem" message on startup. This message indicates that the device is searching for a network connection. In most cases your practice does not need to take additional action to resolve this message. However, if the message continues for an extended period of time, see the Ingenico Credit Card Terminal Installation, Testing & Usage guide for more information.

 

1. Payment type — Select Credit Card or Telephone/Mail.
2. Entry Method — Select Swipe to swipe the card, or select Manual to manually enter the credit card number on the terminal.
   Note: If you select Telephone/Mail as the Payment type, the Entry Method field defaults to Manual, and you must manually enter the card number on the terminal.
3. Cardholder's name — Enter the cardholder's name as it appears on the card.
4. Click Collect payment.
   A dialog box appears.
5. Follow the prompts on the Ingenico terminal to complete the payment collection process.
   The dialog box displays the terminal's status during the transaction.

Since the transition to EMV cards in the U.S., most credits cards are "chip-and-signature." The more secure "chip-and-PIN" cards should become more widely available in the future.

1. When prompted by the terminal, the cardholder inserts the chip end of the card into the slot and leaves it inserted.
   The card must remain in the terminal until the transaction is complete.
   Note: If the cardholder swipes the card by mistake, the terminal recognizes that the card is a chip card and prompts the cardholder to insert the card instead of swiping it.
   
2. For "chip-and-PIN" cards, the terminal prompts the cardholder to enter his PIN. For "chip-and-signature" cards, no other action is required.
3. When the transaction is complete, the terminal prompts the cardholder to remove the card. If the card is not removed promptly, the terminal beeps to remind the cardholder to remove the card.
   Note: The cardholder should remove the card only when prompted; removing the card before the transaction is completed causes the transaction to fail.

athenaOne supports these contactless payment methods:

• Apple Pay
• Android Pay
• Samsung Pay
• Google Wallet
• Most near-field communication (NFC) capable credit cards

Contactless transactions can be disrupted if more than one contactless credit card or device is near the terminal. Contactless transactions work best when only one NFC-capable card or device is in range of the terminal.

These instructions are for contactless credit cards and mobile devices. Other cards and services are similar.

1. Hold the credit card or device to the terminal's screen area. A successful tap can take a moment to register.
   Note: "Bad Tap" appears on the terminal when a transaction fails.
   
2. Confirm the amount.
   • With NFC-capable credit cards, the terminal emits a series of tones, after which the Confirm Amount message appears.
   • With a mobile device, you may need to authorize the transaction ahead of time and re-tap the device on the terminal to trigger the tones and the Confirm Amount message.

Note: If a contactless payment method fails, try again with a different payment method, such as inserting a chip card, swiping a traditional credit card, or manually entering the card number.

Since October 2015, major credit card brands require that EMV cards in "card present" point-of-service situations be read via the chip instead of the magnetic stripe. Practices that do not have EMV-enabled terminals can still process credit cards with traditional magnetic stripes using the older MagTek and RDM machines. However, if a fraudulent transaction is processed with these older machines when a patient uses a chip card, your practice may be liable for the amount of the fraud.

The Ingenico Lane/3000 and Lane/3600 credit card terminals accept the following payment methods:

• EMV (chip) credit cards
• Magnetic stripe credit cards
• Near-field communication (NFC) capable credit cards
• Contactless payment methods (such as Apple Pay, Samsung Pay, Android Pay, and Google Wallet)

Note: If your organization purchased the Ingenico iPP320 credit card terminal, you can continue to use this device (Ingenico will continue to support the iPP320 device through December 31, 2030).

Note: If your organization purchased the Ingenico Lane/3000 credit card terminal, you can continue to use this device.

For information about purchasing the Ingenico Lane/3000 and Lane/3600 devices, see CCP Ingenico Device Purchase Instructions. You can also find detailed installation instructions for Ingenico Lane/3000 and Lane/3600 terminals on the Success Community.

Depending on how your organization is billed for Credit Card Plus, you may be able to order Ingenico Lane/3600 devices on these athenaOne pages:

• Departments page (see To order a credit card or check/ID card device on the Departments page)
• Credit Card Implementation page

After you install the Ingenico device, you can continue to use RDM check scanners to scan checks, but the credit card swipe function is disabled. Also, you can leave the MagTek credit card swiper plugged in to your computer, but you can no longer use it.

Because the RDM device lacks EMV and P2PE support, we recommend using the following devices:

• Ingenico Lane/3000 and Lane/3600 for credit card transactions. This device includes the latest EMV and P2PE and security features.
• Burroughs SmartSource Micro Elite device for check and ID card scanning. The Burroughs device does not scan credit cards. No device currently exists that supports both EMV credit card capture and check scanning.

Note: The Burroughs device is not required. You can continue to use the RDM device for check payments.

For more information about the Burroughs check and ID card scanner device and how to order one, see the Burroughs Check Scanner Installation, Testing, Usage, and FAQ guide on the Success Community. To learn more about the credit card security improvements made by athenahealth, the impact on your practice, and how to order new credit card terminals, see the detailed FAQ.

You can choose to enforce secure device use in athenaOne when processing credit card payments. With this functionality enabled, practice users must use the Ingenico Lane/3000 or Lane/3600 device to make all Credit Card Plus (CCP) credit card payments. Practice users cannot make payments using keyboard entry or any other device, such as the RDM 7011f or MagTek Dynamag. If a practice user attempts to make a credit card payment without the Ingenico device connected, an error message appears.

Enforcing the use of the Ingenico Lane/3000 or Lane/3600 device does not affect the following:

• Time-of-service check transactions or non-CCP transactions, such as cash
• Credit card payments made through the Patient Portal or the Online Statement-based Experience (formerly QuickPay Portal)
• Use of athenaCommunicator live operators to collect credit card payments

Enforcing secure payment device use restricts CCP payments entirely to Ingenico devices. In the case of a device or network malfunction, you will be unable to accept credit card payments with a backup method. Carefully consider the ramifications of enforcing secure payment device use before you ask athenahealth to enable it.

This functionality is not recommended for all organizations. Please contact your CSM if your organization needs this functionality enabled.