Frequently Asked Questions (FAQs)
Have another question? Email it to merchants@card-smith.com
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What type of paper is used in the terminal and where can I buy more?
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My terminal displays the message "Line Busy, Please Wait" - what does this mean?
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What is the number to call for all issues, concerns, and maintenance with the terminal?
How does the Generals Bucks program work?
Students and parents make deposits into Generals Bucks and use the account to make purchases without using cash; just like you would use a debit card. You swipe the Generals Cash Card in the provided Hypercom terminal and CardSmith processes the payment.
What type of terminal is available?
There is a
separate Hypercom T7 Plus dial up terminal used to process Generals Bucks
transactions at your location.
Click here
for a description of the terminal.
Do I need a dedicated phone line?
No, the terminal can share the phone line with another piece of equipment (i.e. fax machine) using the splitter provided. Please be advised that you cannot use multiple dial up devices at the same time while sharing a phone line.
If the card is DECLINED, what do I do?
The Generals Bucks account associated with the card has insufficient funds. You need to ask for an alternative method of payment (cash or credit).
What type of paper is used in the terminal and where can I buy more?
The Hypercom T7 Plus series uses standard thermal receipt paper, commonly available at wholesale warehouses and most office supply retailers. Roll paper should be 2 ¼” wide and can be up to 250’ in length, but shorter rolls will work. Your first roll is complimentary so after that you will need to supply any additional rolls you may need.
My terminal displays the message "Line Busy, Please Wait" - what does this mean?
The "Line Busy, Please Wait"
error message occurs when the terminal's communication is being interrupted
by another device (i.e. fax, phone), the terminal's phone line is plugged
into the wrong port, or the phone line being used is not working.
The first step to solve this problem is to check and make sure that all
wires are properly connected. Be sure that the phone line is securely
connected into the port that displays "Line" on the back of your terminal
and that the other end is securely connected to a telephone wall jack. You
can also try a different telephone cable. If the terminal is being shared,
check to see if the other device(s) are communicating or not. To check to
see if the phone line is still working properly, unplug the cord from the
"Line" port on the terminal and plug it into a regular phone. If there is a
dial tone, dial 1-877-898-1787 and confirm that you hear computer tones.
If you hear anything else, write down the error message and call Merchant
Care or your phone provider as appropriate. If there is no dial tone, please
call your phone company to fix the line.
If these steps do not resolve your problem, please call CardSmith Merchant
Care at 1-877-711-9089 for additional support and troubleshooting.
How often can the terminal be batched?
The terminal can be batched at any time and prints out a receipt which will report your sales, refunds, and net sales. You must batch your terminal at least once per day if you have transactions.
How does my business get paid?
You must batch out your terminal in order to be paid so please settle transactions at the end of every day you accept the Generals Cash Card for payment. You will receive payment in your designated bank account 8-10 business days after you run settlement.
What cannot be purchased with Generals Bucks?
Generals Bucks cannot be used to pay for Alcohol, Lottery Tickets, Gift Cards, Prepaid Cell/Phone Cards, and Tobacco Products.
Will I receive monthly statements?
Monthly statements are typically mailed out on the 5th business day of the month.
When will my monthly fees be debited from my bank account?
Your monthly fees will be debited from your bank account between the 8th and 12th business day of the month. Please ensure there are enough funds in your account prior to this time to avoid NSF fees.
What is the number to call for all issues, concerns, and maintenance with the terminal?
Please call 1-877-711-9089 if you require assistance with your terminal or program information. Representatives are available Mon. – Fri. 8 a.m. – 6 p.m. ET. If technical assistance is needed outside those hours, you may follow the after-hours support prompts to leave a message and receive a call-back from after-hours support, usually within 15 minutes or less.
