Move/5000 terminal support

Find everything you need to set up, use and troubleshoot your Move/5000 terminal. All in one place.

Meet your Move/5000 terminal

The Move/5000 is an all-in-one wireless card reader designed for you to move around with and take payments from anywhere in your store or restaurant. Created to help you effortlessly process credit, debit or gift-card payments, it offers convenience of use with both a touch screen and keypad.

Terminal features

See what you can do with the Move/5000

Accept card payments: contactless, chip and pin, swipe and manual entry
Freely move around with a Wi-Fi, 4G or Bluetooth connection
Create and manage user profiles
Set up automatic tip option
See all your reporting on Resource Online

Unboxing your Move/5000

Ready to get started? Follow these quick and easy steps.

1

Make sure your device is off

If your terminal is on when you unpack it, power it off by holding the yellow and # key for a couple of seconds.

2

Connect to power

Connect the wall/power charger to the card reader directly or to the optional base.

3

Charge up

Let your terminal charge for 16 hours to ensure it is fully powered before use. After that, you’re ready to get connected and start taking payments with the instructions in the FAQs below.

Move/5000 terminal FAQs

Explore the frequently asked questions below to get set up, tailor your device, process any transactions and troubleshoot issues.

In order to start processing transactions with your Move/5000 terminal you will first need to connect it to the internet using Wi-Fi.

From the Home Screen with the Chase logo, press the green [Enter] key to access the Main Menu
From the Main Menu, press ADMIN with the gear icon on the bottom left of the screen
Choose [3] for Setup Menu
Terminal may ask for Manager ID and Password, enter if needed
Press [2] for Communications
Press [3] for Wi-Fi
Press [1] for Wi-Fi to enable if disabled
Choose [1] for Wi-Fi Easy Conn and the terminal will search for available networks
Enter your Wi-Fi password then press [Enter]
- Press the Keyboard arrow on the screen to expand keyboard if needed
Once set-up is completed, the terminal will display Connection to Network Succeeded

To view a video of the step by step instructions, please click here.

As an additional safety feature and measure against fraud, certain functionalities on your terminal are protected by a user ID and password. Whenever you access one of those functionalities it will ask you for a password. Follow the steps below to set up your Manager ID and password.

From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
From the Main Menu, press ADMIN with the gear icon on the bottom left of the screen
Press [6] for Security
Terminal will ask you for a password to be entered. Contact Chase Payment Solutions to get a Dynamic Password. Enter Dynamic Password provided, then press [Enter] to confirm
Press [1] for Supervisor/Manager
Press [1] for Add User then click on Manager or Supervisor as desired
Enter a number for Manager/Supervisor ID
- Must be a maximum of seven characters
Enter a Manager/Supervisor Name
- Must be a maximum of 10 characters
Create password and type it in the Enter Password field
- Passwords must be exactly seven characters and must include minimum of one number/alpha character
Re-type the seven digit alphanumeric password you have just created
Tap the green [Enter] button on the screen or the green [Enter] key on the keypad to save the information. Terminal will confirm the User Added
Terminal will ask if you want to add another user. If another user needs to be added, choose [1] for Yes and go through steps 7–13 again. Once done, choose [2] for No

To view a video of the step by step instructions, please click here.

You can use your functional terminal base to extend the range of your terminal wireless communication. In order to do this you will need to associate your terminal to a functional base.

Ensure that terminal is within range and is off the base
From the Home Screen with the Chase logo, press the green [Enter] key to access the Main Menu
From the Main Menu, press ADMIN with the gear icon on the bottom left of the screen
Choose [3] for Setup Menu
Enter Manager ID and Password, then press [Enter]
Press [2] for Communications
Press [5] for Bluetooth
Press [1] for New Base and at this point you will be asked to dock the terminal back on its base
Once the base is successfully connected the terminal will confirm Base Association Ok and you can now remove the terminal from the base

If your business takes tips, we usually would have discussed this prior to ordering your terminal and your Move/5000 is likely to arrive already set up with the options. However if you wish to adjust the tip options or simple enable them for the first time follow the steps below:

From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
From the Main Menu, press ADMIN with the gear icon on the bottom left of the screen
Press [3] for Setup Menu
Enter Manager ID and Password then press [Enter]
Press [4] for Trans Option
Press [5] for Tip Options
Press [1] for Tip
Choose the desired tip prompt option then press [Enter]

Note: If the options are enabled directly on the terminal, you may lose them if there is an update done on the terminal. To make these parameters permanent, please give us a call.

Open the paper compartment by gently lifting the paper cover latch at the top of the terminal
Insert the roll of paper with the loose end unrolling the bottom of roll toward the back end of the terminal
- Ensure you are using an appropriate thermal paper roll
- If the paper is installed backward, your paper will print blank as it requires the thermal glossy side to print
Unroll enough paper to extend it slightly over the top of the lid
Close the lid and press down to snap it back into place, so that the extended paper is pressed securely against the closed lid
- The paper should unroll back over the top of the printer, not unroll over the screen
- Once closed you can advance the paper using the Advance paper feed key on the bottom left of your keypad

Note: if you need to order more paper for your printer or any other accessories, click here to learn more.

From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
From the Main Menu, press the Sale icon
Key in the sale amount then press the green [Enter] key to confirm
- Terminal screen may ask you to Pass the Terminal to Customer
Terminal will ask you to confirm the sale amount. Press [1-Yes] to accept or [2-No] to cancel
The customer may be asked to choose a Tip Method if tip is enabled
- If Tip% is chosen, choose the percentage tip from the list
- If TipAmt is chosen, key in preferred amount
- If No Tip is chosen, no tip to enter
Tap, Insert, swipe or key in the card manually and press the green [Enter] key to continue
- If card is manually keyed in, terminal will ask for expiration date and Postal Code. Postal Code can be skipped by clicking on the green [Enter] key
- If card is inserted it may ask to enter the PIN
Once the terminal successfully connects, it will confirm the sale is approved and print a receipt
- If customer receipts have been turned the terminal will ask if you want to print a Customer Copy?, choose [2-Yes] then press the green [Enter] key to print

To view a video of the step by step instructions, please click here.

From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
From the Main Menu, press the Return icon
Enter Manager ID and password then press the green [Enter] key to confirm
Key in the sale amount then press the green [Enter] key to confirm
- Terminal screen may ask you to Pass the Terminal to Customer
Tap, insert, swipe or key in the card information manually
Once the terminal successfully connects, it will show Refund Confirmation on the screen
Press the green [Enter] key to continue
- Terminal screen may ask the customer to Pass the Terminal to Merchant
The terminal prints the receipt

To view a video of the step by step instructions, please click here.

If your batch has not yet settled, you can cancel a same-day transaction by processing a void.

From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
From the Main Menu, press the Void icon
Terminal will prompt on whether to void a Pre-auth or not
- Press [1] for Yes to void an open pre-auth
- Press [2] for No and follow screen prompts
- Note: This prompt appears even when there are no open pre-auth transactions
Choose the options applicable from the Search Menu
- Press [1] to search all the transactions in the batch
- Press [2] to search transactions by the reference number
- Press [3] to search transactions by the clerk/server number
- Press [4] to search transactions by the invoice number
- Press [5] to search transactions by the last 4 digits of the card number
- Press [6] to search transactions by the PO number
- Press [7] to search transactions by the RRN number
- Press [8] to search transactions by the Approval code
- Press [9] to search transactions by the customer ref. number
Press the green [Enter] key to continue
- Press [<] to choose the previous transaction, or [>] for the next transaction
- Press the red [Cancel] key to cancel and exit the menu
Press [1] for Yes to confirm the transaction to be voided
Once the terminal successfully connects, it will confirm the void is approved and print a receipt

If you do not wish to charge a customer’s card directly but want to ensure they have the funds available to pay, you can choose to place a hold on a customer’s card to obtain prior approval before completing the transaction.

From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
From the Main Menu, swipe left twice then press the Pre-Auth icon
- Your terminal may ask you to input your manager credentials and password
Key in the amount then press the green [Enter] key
- Terminal screen may ask you to Pass the Terminal to Customer
Tap, Insert, Swipe or key-in the card manually. Press the green [Enter] key to continue
- If card is manually keyed-in, terminal will ask for expiration date and postal code
- The postal code can be bypassed by clicking [Enter] on screen
Terminal will ask to confirm the amount then press [1-Yes] or [2-No] to cancel
- Terminal screen may ask the customer to Pass the Terminal to Merchant
Once the card is validated by the terminal, it will confirm the pre-auth transaction and print a receipt

If you processed a pre-auth transaction for one of your customers, follow the steps below to complete the transaction as a sale.

From the Home Screen with the Chase logo, press the green [Enter] key to access the Main Menu
From the Main Menu, swipe left then press the P-A Comp icon
Press [1-All] to search all the transactions in the batch
Navigate through the transactions and choose the desired transaction to complete by pressing on the left [<] or right [>] key
Press the green [Enter] key to continue or the red [Cancel] key to cancel and exit the menu
Terminal will ask you to confirm. Press [1] to accept the original pre-auth amount or [2] to change the amount
- You can complete the transaction for any amount up to the original pre-auth amount
Once the terminal successfully connects, it will confirm the transaction is approved and print a receipt

If you process offline transactions with a processor-provided approval code such as Voice Auth simply use the force a credit sale option on your terminal to complete it.

From the Home Screen with the Chase logo, press the green [Enter] key to access the Main Menu
From the Main Menu, swipe left and press the Force Sale icon
- Terminal may ask to key in the Manager ID & Password. Enter information if needed
Key in the sale amount then press the green [Enter] key
- Note: Terminal screen may ask you to Pass the Terminal to Customer
Tap, Insert, Swipe or enter the card manually. Press the green [Enter] key to continue
Enter the card expiration date and press [Enter] on the screen
Enter the approval code and press [Enter] on the screen
- Terminal screen may ask the customer to Pass the Terminal to Merchant
The terminal will validate the card and once it successfully connects, it will confirm the transaction is approved and print a receipt
The screen will display Imprint Card, press [Enter] to complete

The bar tab feature allows your clients to keep adding to their open tab but closing a tab is required to complete the transaction.

From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
From the Main Menu, press the [2] to close a tab
Choose the corresponding options applicable:
- Press [1] to search all the transactions in the batch
- Press [2] to search transactions by the reference number
- Press [3] to search transactions by the clerk/server number
- Press [4] to search transactions by the invoice number
- Press [5] to search transactions by the last 4 digits of the card number
- Press [6] to search transactions by the PO number
- Press [7] to search transactions by the RRN number
- Press [8] to search transactions by the Approval code
Press the green [Enter] key to continue
- Press [<] to choose the previous transaction, or [>] for the next transaction
- Press the red [Cancel] key to cancel and exit the menu
Press [1-Accept] to close the tab for the original amount or [2-Change] to change the amount
The customer is asked to confirm the amount
Once the terminal successfully connects it will show the approval and print a receipt

Whether you have misplaced a receipt or ran out of the paper at the time of transaction, you can always reprint a receipt for any transaction you have processed.

From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
From the Main Menu, swipe left twice then press the Reprint icon
Press [1] for Last Receipt or [2] for Search to locate a specific transaction in the batch
If you press [2] Search, choose the corresponding options applicable:
- Press [1] to search all the transactions in the batch
- Press [2] to search transactions by the reference number
- Press [3] to search transactions by the clerk/server number
- Press [4] to search transactions by the invoice number
- Press [5] to search transactions by the last 4 digits of the card number
- Press [6] to search transactions by the customer number
- Press [7] to search transactions by the RRN number
- Press [8] to search transactions by the Approval code
- Press [9] to search transactions by the customer ref. number
Choose the preferred item to reprint then press [Enter]:
- Press [1] for merchant copy
- Press [2] for customer copy
- Press [3] for both
Terminal will print the receipt

To make things simpler for you, your terminal is most likely set up for automated settlement at a specific time every day. However you also have the option to manually close a batch and settle at any point.

From the Home Screen with the Chase logo, press the green [Enter] key to access the Main Menu
From the Main Menu, swipe left twice and press the Settlement icon
Terminal will ask you if you want to Close Batch and Deposit Funds? Press [1-Yes] to settle the batch
Press [1-Accept] to confirm and settle the batch
Press [1-Yes] to print the batch report once settlement completes or press [2-No] to bypass printing the report

If you have already closed and settled your batch, you cannot reprint a settlement report directly from your terminal. However there are still ways to obtain that report:

Resource Online: All of your recent transactions and batch reports are ready to view in real time on your online reporting tool. They are available to view, download and print. For more information on Resource Online, click here.
Gives us a call: our customer support representative can email any reports available online directly to an email we have on file for you
While we cannot reprint a report for a batch already settled, you can print the report for open batch with transactions processed by following the steps below:
1. From the Home Screen with the Chase logo, press the green [Enter] key to access the Main Menu
2. From the Main Menu, swipe left twice and press the Reports icon
3. Press [1] for Detail
4. Press [1] to Print the report
  - Ensure that there is enough paper to print the Detail Report
  - If the batch is empty, the Detail Report shows no records found

When you order your terminal we usually discuss and apply a time for your Move/5000 to automatically close and settle your batch every day. If you notice this it not happening or you wish to stop the automatic settlement give us a call on 1.800.265.5158 and one of our customer support representative will assist you.

As with any technology these days, sometimes all it takes to fix an error is to reboot your terminal:

To turn off your terminal press the yellow [Clear] key and # key together for 5 seconds
To turn your terminal back on press the green [Enter] key

For security purposes if you enter a password wrongly three times into the terminal, that specific user ID and password will lock itself. Follow the steps below to unlock and use your user ID and password once again.

From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
From the Main Menu, press ADMIN with the gear icon on the bottom left of the screen
Press [6] for Security
Terminal will ask you for a password to be entered. Contact Chase Payment Solutions to get a Dynamic Password. Enter Dynamic Password provided, then press [Enter] to confirm
Press [1] for Supervisor/Manager
Press [3] for Unlock User
Press on the username with the locked out password
The terminal will ask you to confirm unlock. Choose [1] for Yes
The terminal will confirm user has been unlocked
The terminal will ask if you want to unlock another user. If no other user needs to be unlocked, press [2] for No

To view a video of the step by step instructions, please click here.

Note: If you do not remember your password at all, you will need to delete the user completely and set up a new user ID and password. To do so follow the steps above but at step six, press [2] for Delete User, press on the forgotten username and choose [1] for Yes. You can then follow the steps under “How do I set up a manager/supervisor ID & password?” to create your new user ID and password.

If you have previously set up and connected your terminal to your base but the message base not found is displayed, you can follow the steps below to fix this issue:

Ensure that terminal is within range and is off the base
From the Home Screen with the Chase logo, press the green [Enter] key to access the Main Menu
From the Main Menu, press ADMIN with the gear icon on the bottom left of the screen
Choose [3] for Setup Menu
Enter Manager ID and Password, then press [Enter]
Press [2] for Communications
Press [5] for Bluetooth
Press [4] for Remove All Bases
- The terminal will confirm if bases were successfully removed
Once terminal returns to Bluetooth Menu, press [1] for New Base
At this point you will be asked to dock the terminal back on its base
Once the base is successfully connected the terminal will show Base Association Ok and you can now remove the terminal from the base

If you terminal is displaying a communication error there are a few steps of troubleshooting you can attempt which may fix the issue prior to giving us a call:

Try to restart your internet modem/route
Reboot your terminal
Perform a key exchange
Perform a ping test

Step 1: How do I restart/reboot my terminal?

To turn off your terminal press the yellow [Clear] key and # key together for 5 seconds
To turn your terminal back on press the green [Enter] key
If the connection isn’t established, please go to next step

Step 2: How do I perform a key exchange?

The key exchange will determine if the terminal is able to connect to the server.

From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
From the Main Menu, press ADMIN with the gear icon on the bottom left of the screen
Press [8] for Host Management
Choose [1] for Key Exchange
Terminal will ask if you want to do a key exchange, press [1] for Yes
Once the terminal connects it will confirm whether the key exchange was successful or not
If the exchange is successful, perform a test sale
- If not, then please proceed to the next step

Note: This step will automatically correct the terminal date and time.

Step 3: How do I perform a ping test?

The ping test will determine if the terminal is able to connect to the internet.

From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
From the Main Menu, press ADMIN with the gear icon on the bottom left of the screen
Choose [5] for Diagnostics
Enter URL or IP address, then press the green [Enter] key
If terminal is able to ping URL or IP address, you will receive a message: Ping Ok
If the Ping Test fails, refer to your Internet Service Provider or IT Manager to determine the issue with the network connection
- If passed but you still have no network connection, please call Chase Support on 1.800.265.5158 for further assistance

A partial download is necessary to be completed in order to download your terminal file parameters onto your Move/5000. This will have been completed prior to receiving your terminal, however you will need to perform a partial download if you have called us to update features on your terminal and would like to enable them. If you are experiencing some errors and have not performed a download recently, please perform a partial download to make sure your terminal has up-to-date settings and the latest certificate.

From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
From the Main Menu, press ADMIN with the gear icon on the bottom left of the screen
Press [4] for Maintenance
Key in the Manager/Supervisor ID and Password then press [Enter]
Press [1] for Download
Press [2] for Start Download and the terminal will start the download process
- If download is successful, terminal will show Succeeded, otherwise it will display Download Failed
Once the download is completed, terminal will reboot. Terminal will return to the Main Menu after it reboots

Note: You cannot perform downloads if you have an open batch on your terminal. Follow the steps under How do I manually close and settle my batch? to do so. If you happen to have an open batch when attempting a download, the terminal will ask you to close them first

EMV provides the ability to support chip enabled cards via the smart card reader on the terminal. If you are experiencing any issues with processing a payment using chip and pin, perform an EMV Download as a troubleshooting step. If the EMV download does not solve your issues please give us a call. Performing an EMV download will also ensure you have the latest up-to-date EMV specifications.

From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
From the Main Menu, press ADMIN with the gear icon on the bottom left of the screen
Press [8] for Host Management
Press [2] for EMV Public Key Load
Press [1] EMV Public Key Load again
Once the terminal has connected, if successful it will display Succeeded, otherwise it will display Failed

Your terminal will already be set up with the appropriate date and time based on your location, however if you ever encounter any issues, follow the steps below to adjust the date and time.

From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
From the Main Menu, press ADMIN with the gear icon on the bottom left of the screen
Press [3] for Setup Menu
Enter Manager ID and Password then press [Enter]
Press [5] for Term Settings
From the Term Settings menu, scroll down to press on [8] for Set Date and Time
Enter Manager ID and Password then press [Enter]
Set the Date using the DD-MM-YY format, press the date tab and a numeric keypad will appear. Press yellow [Clear] button and input the current date. Press the green circle [Enter] button to continue
Set the time using the HH-MM in military format, press the time tab and a numeric keypad will appear. Press the yellow [Clear] button and input the current date. Press the green circle [Enter] button to continue
Press the [Enter] key to continue with the changes

Your terminal will already be set up with the appropriate date and time based on your location, however if you ever encounter any issues, follow the steps below to adjust the date and time.

From the Home Screen with the Chase Logo, press the green [Enter] key to access the Main Menu
From the Main Menu, press ADMIN with the gear icon on the bottom left of the screen
Press [3] for Setup Menu
Enter Manager ID and Password then press [Enter]
Press [5] for Term Settings
Press [2] for Term HW
Press [1] for Key Beep
Choose desired key beep option:
- [1] for all off
- [2] for all on
- [3] for invalid keys only
Press [Enter] to confirm

Don’t see what you need?

Explore all of our support topics and discover the answers to your questions.

Get support

Move/5000 terminal support

Meet your Move/5000 terminal

Terminal features

Unboxing your Move/5000

1 Make sure your device is off

2 Connect to power

3 Charge up

Move/5000 terminal FAQs

How do I set up my Wi-Fi?

How do I set up a manager/supervisor ID & password?

How do I connect my terminal to its base?

How do I enable tips on my terminal?

How do I install my paper roll?

Don’t see what you need?

1

Make sure your device is off

2

Connect to power

3

Charge up