Dojo P2PE Manuale di istruzioni - Pagina 14

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1. Poi Device Troubleshooting

6.2 Instructions for responding to evidence of POI device tampering

If you spot any evidence of tampering or suspicious activity having taken place you must stop using the device

immediately, remove it from service and notify Dojo Customer Support on 0800 044 3550 for return authorisation. You'll

need to follow the steps outlined in 5.1 when returning the device.

Suspicious activity and tampering include, but are not limited to the following:

Physical damage to the device

Unidentified stickers or objects attached to the device

The device has gone missing for a while and then reappeared

Training guidance that can be distributed to your staff is provided in Appendix A of the Data Security Policy.

7. Device Encryption Issues

7.1 I nstructions for responding to POI device encryption failures

If the encryption within your device fails, you should remove it from service and contact Dojo to report it.

We'll then investigate to find out what the issue is. You shouldn't use the device until we've confirmed that the issue has

been resolved and P2PE encryption has been restored, or we authorise for it to be returned. If we authorise a return of the

device you'll need to follow the steps in 5.1.

8. POI Device Troubleshooting

8.1 I nstructions for troubleshooting a POI device

If your device is not working as expected, please follow these troubleshooting instructions:

1. Restart the device

2. Check the device is still connected to the internet and you have a stable connection

3. Complete a 1p transaction to test the device

4. Otherwise, contact Dojo Customer Support

Financial Conduct Authority (FCA FRN 738728) and under the Electronic Money Regulations 2011 (FCA FRN 900925) for the issuing of electronic money and provision of payment

services.Our company number is 06730690 and our registered office address is The Brunel Building, 2 Canalside Walk, London W2 1DG.