What is Monetico Mobile?
Monetico Mobile is a solution from Desjardins that provides a simple, secure, affordable way to accept credit
card payments through a card reader connected via Bluetooth to a smart device.
What does the Monetico Mobile app do?
The Monetico Mobile app lets you accept credit card payments and see all the transactions you’ve processed. You can also enter transaction amounts, issue electronic receipts and track your activities in real time.
Where can I use Monetico Mobile?
Anywhere you have access to the Internet (through mobile data on your smart device or Wi-Fi). Monetico Mobile’s intelligent and secure design lets you quickly accept card payments no matter where you are.
Does Monetico Mobile work on all smartphones?
The solution is compatible with Android (Google) and iOS (Apple). You’ll need a smart device with one of these operating systems to use Monetico Mobile. Click here to see the list of compatible devices.
How do I sign up for Monetico Mobile?
Fill out the online form.
Where can I download the Monetico Mobile app?
You can download the app for free on Google Play or the AppStore.
How does the Monetico Mobile Keypad work?
The Monetico Mobile keypad is used to securely read chip credit cards via Bluetooth technology. You’ll need to wirelessly pair the keypad to your smart device for it to work. When your customers are ready to pay, all they have to do is insert their credit card and enter their PIN to authorize payment.
What is Bluetooth? How do I activate Bluetooth1 on my smart device?
Bluetooth is a wireless communication technology that works within a 10-metre range of your device. You can activate Bluetooth through the Settings menu in your smart device.
What is “pairing”? How do I pair my smart device with the Keypad?
Pairing means using Bluetooth to wirelessly connect your smart device with your Monetico Mobile keypad. You only have to do this the first time you use the service on your device. Afterwards, your smartphone will automatically recognize your keypad.
How do I turn on the Monetico Mobile Keypad?
Press the grey button on the left side of the keypad. The Monetico Mobile logo will appear on the keypad, and a few seconds later you’ll hear a beep that means the keypad is ready to be connected to your device. To turn off the keypad, just press the button again.
Is the app ever updated?
The Monetico Mobile app will be updated every so often to improve your user experience and add new features. You will be advised when a new version becomes available on the App Store or Google Play.
Can I change the password sent to me via email?
Yes. Select the Monetico Mobile icon on your smart device to open the app and enter the username and password you received by email. On the next screen, enter a new password to replace the temporary password. It must include 8 alphanumeric characters.
Can I use the Monetico Mobile app without a keypad?
Without a keypad, you won’t be able to accept payments. However, you can perform other tasks:
- Provide refunds
- Modify your profile
- Change your password
- Search/view transactions
- Send a receipt
How is the Monetico Mobile keypad powered?
The keypad works on 2 AAA batteries. When the battery level is low, a security feature displays a warning message at start-up and then turns the keypad off in order to reduce the risk of it shutting down during a transaction.
How much data does a transaction use?
About 120 KB.
How do I accept a payment through Monetico Mobile?
It’s easy! Once Bluetooth is activated on your smart device and your keypad is paired, enter the transaction amount in the Monetico Mobile app and tap Payment. Hand the keypad to your customer so they can insert a credit card, confirm the amount and enter their PIN. Once the transaction is approved, ask your customer to enter their email address or cell phone number so you can send an electronic receipt.
How secure are Monetico Mobile payments?
Monetico Mobile complies with the payment industry’s standards and certifications (PCI DSS, EMV), providing you with increased security against fraud. All communications between the keypad, smart device and banking servers are encrypted, and no data is stored in your smart device or keypad.
What credit cards are accepted?
Monetico Mobile accepts Visa and MasterCard credit cards.
Are magnetic stripe cards accepted?
The keypad only accepts chip cards, to provide the most secure payment solution possible for you and your customers.
Is contactless payment available on the keypad?
No, the keypad only accepts credit cards with chip technology.
What happens if a payment is declined?
Payment authorization is given by the bank that issued the credit card. If a transaction is declined, you can try again or ask your customer for a different credit card.
Do I need an Internet connection to use the service?
Yes. Each payment transaction requires authorization from the bank that issued the credit card, so you’ll need mobile data or Wi-Fi access to use the service.
When are the transactions deposited in my account?
Most of the time, transactions are deposited to your account the next business day. For transactions made on weekends, the money is deposited the following Monday.
Can I send my customers receipts?
Yes. At the end of the transaction, you can ask your customers for their email address or cell phone number and enter it in the mobile app so you can send a receipt. If your customers ask for a paper receipt or refuse to provide their email address, you can use a template available in the Documentation section of the control panel. Just print it and hand it to them.
Can I use several different smart devices with the same keypad?
Yes, you can use a keypad with several different smart devices. Just download the app onto each smart device that you want to use with the keypad and connect using the same login information that you chose when you signed up. Remember though that you are responsible for how your staff uses the service.
When is an electronic receipt generated?
The app generates an electronic receipt as soon as your customer inserts a credit card into the keypad, regardless of whether the transaction is approved, cancelled, declined or interrupted due to a lost connection.
What should I do if a credit card can’t be read by the keypad?
If the credit card can’t be read by the keypad, you can ask your customer for a different credit card.
Are preauthorized transactions possible?
No. This feature is not available on Monetico Mobile.
How long are transactions saved in my account?
Transaction history is saved in your control panel for 12 months. Since it’s important to keep your receipts for 3 years, it’s a good idea to download a copy of your receipts for your files.
How do I give a refund?
Using the mobile app: Go to the Transactions menu and search the list of transactions for the one that you want to refund. Select the transaction to access the transaction record. Tap on Refund the transaction and enter your password as confirmation. If you want, you can also enter the reason for the refund.
Using the control panel: Go to the Transactions menu and search the list of transactions for the one that you want to refund. Select the transaction to access the transaction record. You’ll see a Refund the transaction button if the amount has already been debited from your customer’s account, or a Cancel button if the transaction has not yet been debited from your customer’s account.
How do I track and find transactions?
You can find your entire daily transaction history under the Transactions tab in the Monetico Mobile app. You can also track and find your transactions on the list of transactions in the control panel.
What happens if I get a new smart device or switch to another mobile operator?
If you get a new smart device, simply download the free app to your new device from Google Play or the App Store and connect with your username and password. Since you’ll be using a new device, you’ll need to pair it to your keypad. Pairing means using Bluetooth1 to wirelessly connect your smart device with the Monetico Mobile keypad. You only have to do this the first time you use the service on your device. Afterwards, your smartphone will automatically recognize your keypad.
How do I close my Monetico Mobile merchant account?
By contacting Business Customer Service at 514-397-4450 or 1-800-285-0015.
Can I save my password in the app so I don’t have to enter it every time?
No. For security reasons, the mobile app will remember your username, but you’ll need to enter your password every time you use it to make it work.
Is credit card data stored in my smart device?
No. No data or other information is stored in your smart device or in the keypad.
What is the discount rate?
The discount rate, or cost, per transaction is 2.50%. There are no other monthly or minimum fees.
How much business do I need to do to be able to use Monetico Mobile?
There is no minimum volume requirement. If you don’t perform any transactions, you won’t be billed.
Is the Monetico Mobile app free?
Yes, the Monetico Mobile app is free.
I didn’t get an email with my login information.
Check your spam folder. If you don’t see the email there, call Business Customer Service at 514-397-4450 or 1-800-285-0015.
I haven’t received my Monetico Mobile keypad.
Once your Monetico Mobile account is set up, you should receive your keypad within 3 to 5 business days. If you still haven’t received it after 5 business days, please contact Business Customer Service at 514-397-4450 or 1-800-285-0015.
I locked myself out of my Monetico Mobile account.
Please contact Business Customer Service at 514-397-4450 or 1-800-285-0015.
What should I do if my smart device is lost or stolen?
Since you can only access the Monetico Mobile app by entering your login information, there’s no security risk if your smartphone is lost or stolen. As an additional security measure, you can change your password using the control panel.
What should I do if my Monetico Mobile keypad is lost, stolen, or damaged?
Please contact Business Customer Service at 514-397-4450 or 1-800-285-0015. When a Monetico Mobile keypad is reported lost or stolen, it is disabled and can’t be used anymore. You will then have to get a new one at your own expense.
It’s taking a long time to process transactions.
Transaction processing times can vary depending on the speed of your Internet connection.
The keypad says “INSERT CARD” but nothing happens when my customer inserts a credit card.
This means that the app is not receiving information from the inserted card. This happens when your smart device has Bluetooth1 communication problems; it’s not an issue with the Monetico Mobile service. Make sure that Bluetooth1 is still activated on your smart device, restart your smart device or try again later. The problem may also be related to the chip on your customer’s credit card.
I can’t log on to the Monetico Mobile app.
Because your login information is authenticated online, you need an Internet connection (mobile data or Wi-Fi) to use the app.
When the app is searching for the Keypad, it can’t find it and an error message appears.
There are several reasons why this might happen:
- The keypad is not on. In this case, turn the keypad on (button on the left side), wait for the beep and then press Try again. The keypad should now be recognized.
- The keypad is on but you started using it before the beep. In this case, simply press Try again in the app. The beep means that your smartphone has found the keypad.
- Check to make sure your mobile data or Wi-Fi is working. If it’s not, the app can’t contact the server to carry out the security checks, and it won’t work.
I can’t activate Bluetooth.
This problem is specific to your smart device; it’s not an issue with the Monetico Mobile service. Contact your mobile phone provider (e.g., Apple, Samsung).
My customer never received an electronic receipt.
You can send it again through the Monetico Mobile app.