Camp Hill,PA 17001,USA
1-800-922-8079
sales@memoco.com

Frequently Asked Questions

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We have compiled a list of questions that current and future agents of MEMO frequently ask their sales representatives. Please click below to open FAQs for each.

MEMO aXcess FAQs

Electra FAQs

Verifone FAQs

How do I Print a Previous Daily report?

Click Money Order Reports
Click Daily Report
  Enter Date (MMDDYYYY) Ex. 052819 for May 28th, 2019

Press Ok

How do I Print a Cumulative Summary report?

Click Money Order Reports
Click Cumulative Report
Enter Date (MMDDYYYY) Ex. 052819 for May 28th, 2019
Press Ok

How do I Load Documents?

Click Load/Unload Documents
Click Load Document
Enter 1st serial number plus number to the far right
Enter the last serial number plus the number to the far right
Click Ok
Close printer door

How do I Void a Sold Document?

Click Void Money Order
Click Void Sold Document
Type the Serial number and check digit
Enter the amount and click ok

How do I Unload Documents (Required before loading New Docs)?

Click Load/Unload Documents
Click Unload
Type your four digit passcode
Click Ok

How do I Void Remaining Documents?

(Must have 10 or less left)
Click Admin
Click Void All Documents
Click ok if you are sure you want to void all documents

How do I Add Operator Passcodes?

Click Admin
Click Operator Passcode
Type a four digit passcode, select IsActive and/or IsManager
Click Add
To enter another passcode
Type a four digit passcode, select IsActive and/or IsManager
Click Add
Click back when done

How do I load the money orders into the Electra dispenser?
  1. Remove the new pack of money orders from the cardboard box.
  2. Look at the serial numbers of the first & last money orders in the new pack. You must load the documents into the dispenser starting with the first serial number of the new pack.  This will be the lowest number in the new pack.
  3. Open the printer door of your money order dispenser with your MEMO key.
  4. Place the new pack of money orders inside the printer with the lowest serial number facing up.
  5. Feed the first money order up through the middle of the curved silver slot.
  6. The holes on the sides of the money order must catch the black plastic tabs on BOTH sides of the printer assembly, or else jamming may occur. The black plastic tabs can be adjusted to match the money order width.
How do I print my reports?
  1. When you open your printer door, the screen on your keypad will display: “Select Option: Print Reports *01.
  2. Press ENTER and the screen will display: “Enter Date:”.
  3. Type in the desired date of the report (mm/dd/yy) and press ENTER. (Default date is yesterday)
  4. Your Cumulative Summary report will print automatically. Depending on your reporting schedule to MEMO, your Cumulative Summary report may print once or twice a week.
How do I set the system clock?
  1. Use Option 7 to set the time, date and day of the week. Your programming will automatically adjust for Daylight Savings Time, if applicable.  To change the time/date/day manually, you will have to open the printer door, Press 7, then ENTER. The keypad will display: “Enter Date *01/01/2008”.
  2. Enter today’s date then press Enter. Keypad will display:  “Select Day *Monday”.  Change the day by pressing Next Option or Previous Option.  Once the desired day is selected, press ENTER.
  3. The screen will display “Enter Time *09:00 AM”. Enter the correct time and press ENTER.
  4. The screen will display “Auto DST?” (Daylight Savings Time). Enter once to make asterisk appear.  Use Next Option button to change to NO then press the ENTER button
The keypad screen reads “Enter Exposed Serial #.” What can I do?
  1. REMINDER: Every time you open and close your money order printer door, the money order will automatically advance to reveal the serial number of the first money order to issue to a customer.  You will have to enter the exposed serial number to continue selling money orders.  Remember to enter the entire ten-digit number.
  1. A money order should be exposed approximately one inch at the top of the money order dispenser. Key in the ten-digit serial number of the exposed money order and press ENTER.
Why does the keypad screen “Invalid Check Digit”
  1. The entire money order serial number was not entered correctly. Please CLEAR and key the entire ten-digit serial number.  Press ENTER.
Why does the money order dispenser’s screen read “OPERATOR LOCK”?

If the money order dispenser’s time is incorrect.  Follow the steps below to correct the time on the money order dispenser.

  1. Using your key, open the printer’s door.
  2. The keypad screen will read, Print Reports *01.
  3. Press the OPTION key two or three times until the keypad screen reads, “SET SYSTEM CLOCK *07.” Press ENTER.  Today’s date will appear.
  4. Press ENTER again and the day of the week will appear.
  5. Press ENTER again and the time appears. Press CLEAR and key in the correct time.

IMPORTANT NOTE:  If the time is 9:15 a.m. key in “0915”.  If the screen reads a.m., press the NEXT OPTION key to change a.m. to p.m.

  1. After completing this procedure be sure to close and lock the printer door.

 

Can I print a money order when the screen reads init. modem?

The money order dispenser needs to dial into MEMO’s main office to transmit your money order sales information. Call the MEMO Help Desk at 1-800-922-8079.

Can I print a money order when the screen reads “doc array full”?

Call the MEMO Help Desk at 1-800-922-8079. The money order dispenser needs to dial into MEMO’s main office and transmit your money order sales information before you can print money orders.

What can I do if the printer jams and the wheel will not turn in the printer box?
  1. Follow these steps:
    1. Using the key, open the printer door.
    2. Clear the jammed money orders.
    3. Feed the remaining money orders through the dispenser.
    4. Align the holes on the money orders with the pins on the roller ends.
    5. Call the MEMO Help Desk at 1-800-922-8079 if the problem continues.
How do I load the money orders into the Money Order dispenser?
  1. Remove the new pack of money orders from the cardboard box.
  2. Look at the serial numbers of the first & last money orders in the new pack. You must load the documents into the dispenser starting with the first serial number of the new pack. This will be the lowest number in your new pack.
  3. Open the printer door of your money order dispenser with your MEMO key.
  4. Place the new pack of money orders inside the printer with the lowest serial number facing up.
  5. Feed the first money order up through the middle of the curved silver slot.
  6. The holes on the sides of the money order must catch the black plastic tabs on BOTH sides of the printer assembly, or else jamming may occur. The black plastic tabs can be adjusted to match the money order width.
How do I print my reports?

When you open your printer door, the screen on your keypad will display:

Select Option:
Print Reports *01

Press Enter and the screen will display:

Report Type
*Previous Daily

To print a Previous Daily, press Enter. The keypad will display:

Enter Date:

Type in the desired date of the report (mm/dd/yy) and press Enter.

Your Cumulative Summary report will print automatically. Depending on your reporting schedule to MEMO, your Cumulative Summary report may print once or twice a week.

REMINDER: Every time you open and close your money order printer door, the money order will automatically advance to reveal the serial number of the first money order to issue to a customer. You will have to enter the exposed serial number to continue selling money orders. Remember to enter the entire ten-digit number.

The keypad screen reads "Enter Exposed Serial #." What can I do?

A money order should be exposed approximately one inch at the top of the money order dispenser. Key in the ten-digit serial number of the exposed money order and press ENTER.

Why does the keypad screen read "Invalid Check Digit"?

The entire money order serial number was not entered correctly. Please Cancel (Red Button) and type in the entire 10-digit serial number again. Press ENTER.

Why does the money order dispenser's screen read "Terminal Locked unlock will occur at"?

The money order dispenser’s time is locked out during the time the store is closed. Once the store opens, the money order dispenser will unlock.

Can I print a money order when the screen says Machine not polled in timeout period?

The money order dispenser needs to communicate with MEMO’s main office to transmit your money order sales information. Call the MEMO Help Desk at 1-(800) 922-8079.

Why does my screen read “Terminal Shutdown Remotely?

Call the MEMO Help Desk at 1-(800) 922-8079. The money order dispenser has been locked by credit.

What can I do if the printer jams and the wheel will not turn in the printer box?

Follow these steps:

  1. Using the key, open the printer door.
  2. Clear the jammed money orders.
  3. Feed the remaining money orders through the dispenser.
  4. Align the holes on the money orders with the pins on the roller ends.
  5. Call the MEMO Help Desk at 1-(800) 922-8079 if the problem continues.
Reports are not printing. Why?

Follow these steps:

  1. Make sure the green light is illuminated on your Money Order Verifone.
  2. If the green light is not illuminated on the Money Order Verifone, then check and make sure the thermal paper is not empty.
  3. If the reports still don’t print, look at the roller on top of the lid to make sure it is not broken
  4. Try to print a report again.
  5. Call the MEMO Help Desk at 1-(800) 922-8079 if the problem continues.
Why does the key pad screen read "No Documents"?

The Money Order serial numbers need added to the Verifone. Follow these steps:

  1. Using your key, open the printer door.
  2. The key pad screen will read, PRINT REPORTS *01.
  3. Press the NEXT OPTION key one time.
  4. The key pad screen will read, LOAD DOCUMENTS *02. Press ENTER.
  5. Key the first ten-digit serial number from the new pack of money orders. Press ENTER.
  6. Next, key the last ten-digit serial number from the new pack of money orders. Press ENTER.
  7. Press ENTER if the keypad reads “partial pack” press ENTER.
  8. Close the printer door.
Why does the key pad screen read "serial number out of range"?

The Money Order Serial numbers are out of sequence. Follow these steps:

  1. Using your key, open the printer door.
  2. Press the NEXT OPTION key three times. The screen will read, CLOSE OUT DOCUMENTS *4.
  3. Press ENTER two times. Next, press ANY KEY.
  4. Next, the screen will read, VOID REMAINING DOCS *5.
  5. Press the PREV.OPTION key three times. The screen will read, LOAD DOCUMENTS *2. Press ENTER.
  6. Enter the first ten-digit serial number from the new money order pack and press ENTER
  7. Enter the last serial number from the new money order pack. Press ENTER.
  8. The screen will read partial pack press ENTER or CANCEL. Press ENTER.
  9. Next, the screen will read, Load Paper in Printer and Press a Key. Press ENTER
  10. Close the printer door.
COVID – 19: During this time of uncertainty being faced by all of us, the team at MEMO Financial Services, Inc. is here to assist with all of your money service needs. Our Customer Service & Help Desk Teams are available during regular business hours. You can also find answers to many of your questions here on our website or by calling our automated phone attendant at 1-800-922-8079. Our automated phone attendant is available 24 hours per day, 7 days a week. For additional inquiries please contact us via email at cc@memoco.com. We truly appreciate your business and the trust you have placed in us. Please be safe and stay healthy.
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