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Desk/5000 and Move/5000 support

 

Find everything you need to set up, use, and troubleshoot your all-in-one terminal.

 

View video guides

Get help for the all-in-one card reader — Move/5000 (Wireless) and Desk/5000 (Countertop). Choose your terminal below to get the right guidance:

Just received your Move/5000?

 

Expand the steps below to follow the setup process—from unboxing your device to running your first transaction.

Let’s make sure you’ve got everything before starting the setup:

 

You should have:

  • Move/5000 terminal
  • Power adapter and charging cable
  • Charging base (if included)
  • Receipt paper roll

If anything is missing, contact us before continuing.

 

All set? Awesome — let’s get things rolling!

Make sure you have access to a power outlet and allow enough time for the terminal to fully charge before first use

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1. Remove the terminal from the box

 

Let’s start by getting your device ready:


  1. Open the box and take out your terminal and all accessories
  2. Remove any protective film from the screen and device
  3. Check inside the receipt paper compartment to make sure there’s no packaging left inside

 

2.  Insert the paper roll

 

Your terminal needs paper to print receipts

  1. Locate the paper compartment on top of the terminal
  2. Pull the flip tab to open the compartment
  3. Place the paper roll inside so the paper feeds from the bottom (toward you)
  4. Pull a small amount of paper out over the edge
  5. Close the cover firmly until it clicks
  6. Tear off any extra paper

 

Tip: If receipts don’t print later, open the compartment and flip the roll.

 

3. Connect to power

 

Before first use, your terminal should be charged

  1. Plug the charging cable into the terminal
  2. Plug the power adapter into a wall outlet
  3. If you have a charging base, place the terminal securely in the base.
You should see a battery icon on the screen

 

Tip: The terminal may power on automatically once connected.

This is required to process refunds, add users, change your Move5000’s settings, and more.

 

 

1. Give us a call:

  • Dial 1-888-886-8869
  • Have your merchant ID ready—this helps us find your account quickly

 

2. Request credentials:

  • Tell the representative you’re setting up your terminal and need your Admin username and password

 

3. Record information:

  • Write down both the username and password exactly as provided
  • You’ll need these for steps like connecting to Wi-Fi and managing terminal settings

 

4. Store safely

  • Keep your credentials in a secure and accessible place
  • You’ll use them whenever you need to access Admin Mode or make changes to your terminal

 

Tip: If you ever misplace your Admin or Manager credentials, just call us and we will help you recover them.

Ready to get online? Make sure you have your Wi-FI password handy, Here’s how:

 

 

1. Give us a call:

  1. Press the gray key for the Admin Menu
  2. Tap Admin Mode
  3. Enter the Admin Password and press the green key
  4. Tap the Tetra Admin icon
  5. Press [3] for Configure Wi-Fi
  6. Press [1] for Scan Networks
  7. Tap on your Wi-Fi network and enter your Wi-Fi password then press the green key
  8. Tap on the ABC icon on the screen if your password contains letters
  9. Once you’re connected, you’ll see “New Profile Okay”

 

Tip: Your terminal will remember your Wi-Fi, so you won’t need to reconnect next time!

 

Go here to watch a video tutorial.

Let’s make sure everything’s working before serving customers—try running a quick $0.01 sale with your own card:


 

 

  1. Press the green key to access the Main Menu
  2. Press [0] or tap the Sale icon
  3. Enter $0.01, then press the green key
  4. Tap, insert, swipe or manually enter your card
  5. When “Approved” appears, you can remove your card
  6. The receipt prints—want a customer copy? Just press [2-Yes] or the green key

 

Boom! You just ran your first transaction.

 

Go here to watch a video tutorial.

 

Your terminal is usually set up for automated settlement at a set time each day, but you can manually close a batch and settle whenever you need. Here’s how to close your batch:

 

 

  1. Press the green key to access the Main Menu
  2. Press [0] or tap the Sale icon
  3. Enter $0.01, then press the green key
  4. Tap, insert, swipe or manually enter your card
  5. When “Approved” appears, you can remove your card
  6. The receipt prints—want a customer copy? Just press [2-Yes] or the green key

 

Boom! You just ran your first transaction.

 

Go here to watch a video tutorial.

 

Good to know before your first customer
Good to know before your first customer Infographic text , Opens overlay

Something not working? Let’s fix it together

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Common issues and troubleshooting tips

No worries — let’s walk through some quick steps to get your terminal back online

 

1. Restart your terminal

  • Hold [#] and Yellow key together for 5 seconds
  • Wait 10 seconds, then power it back on

 

2. Check date and time

  • Press the gray key to access the Admin Menu
  • Go to Admin Mode, enter your password, and press the green key
  • Tap Tetra Admin
  • Press [2] for Set Date and Time
  • Update Date [1] or Time [2] if needed

 

3. Determine your connection method first:

Check the icons in the upper left of your screen: Wi-Fi, Bluetooth, or 4G

 

Wi-Fi Connection

Check your connection status

Look for the Ethernet icon (three squares forming a triangle in a circle) at the top left of your screen

Green = connected

White = not connected

Orange = trying to connect (If you see orange, reach out to your local IT or internet service provider for help with your connection or IP settings)

If you see a white or orange light, try these steps:

1. Check your Wi-Fi

  • Move closer to your router
  • Avoid guest networks that require browser login

2. Restart your modem/router

  • Unplug for 30 seconds, then plug back in

3. Check your internet

  • Open a website on another device using the same network

4. Check you’re connected to the right Wi-Fi:

  • Press the gray function key to access the Admin Menu
  • Go to Admin Mode, enter your password, and press the green [Enter] key
  • Tap Tetra Admin
  • Press [3] for Configure Wi-Fi
  • Press [2] for My Networks
  • Check your network settings

 

Bluetooth Connection

Check Bluetooth indicator:

Green = connected

White = not connected

Orange = connected but IP not configured

If you see a white or orange light, try these steps:

  • Restart your terminal
  • Validate your network settings
  • If still not connected, follow the Base not found steps

 

4G Connection

Check the signal bars on your screen

  • 5 bars = very strong signal
  • 4 bars = strong signal
  • 3 bars = good signal
  • 2 bars = may be slow
  • 1 bar = weak signal
  • 0 bars = no signal

 

If signal is low:

  • Restart your terminal
  • Try moving to a different location for better signal
  • Validate your network settings
  • Confirm date and time is correct
  • Try a test transaction

 

Still not working?

 

Note: If you prefer a visual walkthrough, go here.

Try these quick steps:

 

1. Check your Wi-Fi

  • Make sure your internet is working on another device
  • Move closer to your router
  • Avoid guest networks that require browser login

2. Restart the terminal

  • Hold the Yellow key and # key together for 5 seconds
  • Wait for “Reset in Progress”

3. Reconnect to Wi-Fi

  • Go to Admin mode ⟩ Tetra Admin ⟩ Configure Wi-Fi ⟩ Scan Networks
  • Choose your network and re-enter the password
  • If it doesn’t ask for the password, click on FORGET NETWORK and try again

4. Restart your router

  • Unplug for 30 seconds, then plug back in

 

If you’re still not connected, contact us and we’ll help you get back up and running.

No worries — let’s get your terminal reconnected to its base:

 

  1. Make sure your terminal is close by and off the base
  2. Press the gray function key to access the Admin Menu
  3. Tap Admin Mode
  4. Enter the Admin Password and press the green key
  5. Tap the Tetra Admin icon
  6. Press [4] for Configure Bluetooth
  7. Press [1] for Base
  8. Press [3] for Remove Base
  9. Choose a base and tap the green circle on the screen to confirm. Repeat if you have multiple bases
  10. Back in the Bluetooth Menu, press [1] for Add Base and dock your terminal
  11. When you see “Base Association Ok,” you’re all set

 

Go here to watch a video tutorial.

Try these quick steps:

 

1. Check your Wi-Fi

  • Make sure the Wi-Fi symbol is showing on your screen

 

2. Restart the terminal

  • Hold the Yellow key and # key together for 5 seconds
  • Wait for “Reset in Progress”

 

3. Try another payment method

  • Ask your customer to use a different card, or try inserting instead of tapping

 

4. Check the error message

  • Transaction declined: The card issuer declined it
  • Communication error: There’s an internet issue. Learn how to fix it here
  • Batch full: Run settlement from Menu › Settlement

 

If the issue keeps happening, contact us and and have your Merchant ID and the error message ready.

Missed your batch report because of a paper jam or running out of paper? No worries — here’s what you can do:

 

If your batch is already settled:

  • Check online: Log in to your online Chase account to view, download, or print your batch reports anytime
  • Give us a call: Our support team can email reports directly to you if you need a copy

 

If your batch is still open:

  1. Press # to access Admin Menu
  2. Enter Admin name [ADMIN]  and Admin password
  3. Choose [2] for batch menu
  4. Choose [2] for view history
  5. Choose [3] for last batch
  6. Choose how to sort transactions
  7. Tap the the print icon on the screen to print

Tip: For settled batches, Chase Business Online is your go-to for reports. Go here for more information.

A pre-authorization puts a temporary hold on funds — perfect for bookings or services to ensure the funds are available at the time of payment. Here’s how to do it:

  1. Press the green key for the main menu
  2. Swipe up and tap the Pre-Auth icon, then press the green key
  3. Key in the amount and press the green key
  4. Customer taps, inserts, or swipes. You also have the option manually enter their card details
  5. Press the green key to continue
  6. Receipt prints — want a customer copy? Just press [2-Yes] and then the green key

 

Go here to watch a video tutorial.

Quick fixes

 

Showing slides 1 through 3, selected
Slide 1 of 6, show slides 1 through 3

Reboot your terminal

Fix most glitches fast:

  • Hold the Yellow key and # key together for 5 seconds
  • Wait for “Reset in Progress”

When the Chase logo appears, you’re good to go

 

Check your connectivity

Look at the connectivity indicator on your screen:

Green connected White not connected Orange connected but IP not configured

Reprint a receipt

Need a copy ?

  • Press the green key
  • Swipe up and tap Reprint
  • Press [1] for Last Receipt or [2] to search
  • Pick how to search, then choose [1-merchant] , [2-customer] or [3-both]
  • Press [Enter] — your receipt prints

Pro tip: You can press the keys or tap the screen — whichever feels easiest for you.

Move/5000 terminal FAQ

 

Explore frequently asked questions to learn how to get the most out of your All-in-One Card Reader

  1. Press the green key for the main menu
  2. Press [0] or tap the Sale icon on the screen
  3. Enter the amount and press the green key. If tips are enabled, add or review the tip
  4. Ask the customer to tap, insert, swipe or manually enter their card details
  5. Approved appears. Customer removes their card
  6. Receipt prints — want a customer copy? Just press [2-Yes] and then the green key

 

Go here to watch a video tutorial.

 

Note: Debit cards can’t be entered manually.

  1. Press the green key to open the main menu
  2. Press [1] or tap the Return icon
  3. Enter your Manager password then press the green key
  4. Enter the refund amount and press the green key
  5. Ask the customer to tap, insert, swipe or manually enter their card details
  6. When “Refund Confirmation” appears, press the green key
  7. Receipt prints — want a customer copy? Just press [2-Yes] and then the green key

 

Go here to watch a video tutorial.

 

Note: Debit cards can’t be entered manually.

Need to cancel a transaction before your batch settles? No problem—just follow these steps:

 

  1. Press the green key for the main menu
  2. Press [2] or tap the Void icon
  3. Enter your Manager password then press the green key
  4. Choose [1-No] or [2-Yes] to void a pre-auth.
  5. Use the search menu to find your transaction (search by All, Reference #, Clerk #, Invoice #, Card #, PO #, RRN, Approval code or Customer ref. number)
  6. If you choose All, use the arrows to scroll through transactions and press the green key to choose
  7. Confirm void by pressing [2] Yes and the green key
  8. Receipt prints — want a customer copy? Just press [2-Yes] and then the green key

 

Go here to watch a video tutorial.

A pre-authorization puts a temporary hold on funds—perfect for bookings or services to ensure the funds are available at the time of payment. Here’s how to do it:

 

  1. Press the green key for the main menu
  2. Swipe up and tap the Pre-Auth icon
  3. Key in the amount and press the green key
  4. Ask the customer to tap, insert, swipe or manually enter their card details
  5. Press the green key to continue
  6. Receipt prints — want a customer copy? Just press [2-Yes] and then the green key

 

Go here to watch a video tutorial.

To complete a pre-authorization and turn it into a sale, follow these steps. Once finished, the pre-authorization will be processed as a sale and funded:

 

  1. Press the green key for the main menu
  2. Swipe up and tap the Force icon
  3. Enter your Manager password then press the green key
  4. Choose [2] for Pre-auth completion
  5. Use the search menu to find your transaction (search by All, Reference #, Clerk #, Invoice #, Card #, PO #, RRN, Approval code or Customer ref. number)
  6. Choose [1-Accept] to confirm or [2-Change] to update the amount
  7. Terminal connects and processes the completion
  8. Receipt prints — want a customer copy? Just press [2-Yes] and then the green key

Don’t see what you need?

 

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