HelpCenter

US/Canada - PicoMarket - FAQ
Updated

Table of Contents

 

GENERAL QUESTIONS

What is the 365PicoPlatform brand?

The 365PicoPlatform is the all new innovative answer for smaller and semi-public locations. The new brand of products includes the PicoCooler, PicoMarket, PicoVend, and PicoVend Mini making the PicoPlatform the most versatile MicroMarket product in the industry.

 

What is the step-by-step process for a consumer to purchase a product with a credit/debit card or their GMA account on a PicoMarket device?

  1. Scan snack(s) on the PicoMarket.
  2. Scan app QR code, market card, or swipe, insert, or tap credit/debit card.
  3. Enjoy!

Wing Cards:

 

What types of payment are accepted with PicoMarket?

  • AMEX, Master Card, Visa with Tap, Chip & Swipe 
  • Discover with Tap & Chip 
  • Google, Apple, and Samsung Pay 
  • Connect & Pay and Connect & Pay Key Tags

 

Does the PicoMarket device encrypt the credit/debit card data after the card is swiped?

Yes, it encrypts just like our other readers.

 

What backend does the operator manage the PicoMarket from?

ADM. See ADM User Guide for more information on ADM processes.

 

Can an operator setup a new PicoMarket in their VMS system?
(i.e., If they set up their product list and product pricing in their VMS, will this information be sent to ADM and automatically set up in ADM?)

Yes, we have integrations with ADM to allow for adding the device to your VMS system and the products, pricing and inventory will be sent over to ADM automatically. We can help configure each location at the launch of the PicoMarket.

 

How does 365 or Heartland Payment pay the operator for credit/debit card transactions at a PicoMarket device?

365 pays operators for GMA purchases made using our V5, NanoMarket, PicoPlatform systems, and the Connect & Pay, 365Pay, or Social Feedia apps through weekly ACH disbursements.

 

Does the Operator have to install the Pico device on the stand?

When the operator orders a brand new PicoMarket, the PicoMarket comes pre-assembled on the stand and will just need to be connected to the internet and self-provisioned.

If an RMA is needed, the operator keeps the stand and SIM card (if in use) - only the Pico device is removed/replaced. The old Pico must be removed from the stand, and the new one installed. The operator will need to return one of the antenna cables/antenna and the scanner shield that comes in the RMA kit when they send back the old Pico device.

The complete replacement process is covered HERE.

 

How do operators order a PicoMarket device?

They should contact their Account Representative to place an order for a PicoMarket.

 

Does the PicoMarket have menu capabilities?

Yes, it has the same menu capabilities as the PicoCooler and NanoMarket. The operator can manage these in ADM. Click HERE for more information on creating menus.

 

Can Consumers create and/or manage their accounts at the PicoMarket device?

Yes! Consumers have the same capabilities as with the PicoCooler and NanoMarket to both create an account using a scancode and manage their existing accounts.

 

What are the login methods?

The consumer can scan their app QR code, scan their market card, or use their email and PIN to login to the device. Click HERE for instructions on how to checkout with an account.

 

Does the PicoMarket have offline capabilities?

Yes, the PicoMarket device has the same offline capabilities as the PicoCooler and NanoMarket. These can be turned on and off in ADM on the Location Summary page, like you can currently for all other devices.

 

Does the PicoMarket have home commercials?

Yes, Home Commercials can be added on ADM using the same process as our other technology. Click HERE for instructions on adding a home commercial.

 

Does the PicoMarket have promotions?

Yes, PicoMarket offers the same promotion types as all of our other 365 devices. Click HERE for instructions on creating promotions.

 

Is there an Exit screen?

Yes, the operator can access the Exit screen by tapping the logo in the left corner of the device five times, the same way as it is done currently on the V5, PicoCooler, and NanoMarket. The first time they will have to login using their ADM credentials. After that, they will be able to use their Driver PIN for access. Click HERE for more information on the Exit screen.

 

How long is the warranty?

The standard warranty is 12 months. Operators can purchase an extended warranty (5 years) for $150.

 

What is the RMA process?

The operator or driver will contact 365 Support to verify that all troubleshooting has been done. If Support determines that an RMA is needed, the Support agent will then submit an RMA.

If an RMA is needed, the operator keeps the stand and SIM card (if in use) - only the Pico device is removed/replaced. The old Pico must be removed from the stand, and the new one installed. 

The operator will need to return one of the antenna cables/antenna and the scanner shield that comes in the RMA kit when they send back the old Pico device. If these pieces are NOT returned, a flat rate of $30 will be charged.

  • Click HERE for complete instructions on the physical replacement process.

 

What information is shown in the Cancel Report for the PicoMarket?

The following information that is specific to the PicoMarket will be included in the Cancel Report:

  • Last four digits of the credit card
  • Name on the credit card
  • Transaction information

 

What if the barcode scanner goes black or stops working?

Someone on-site (DOES NOT have to be an Operator or Driver) taps the logo five times, then selects Restart Barcode Scanner. This should reboot the scanner and return it to its working state. See Pico Driver Menu.

 

NETWORK QUESTIONS

What connectivity options does the PicoMarket have?

It has cellular, Wi-Fi, or ethernet options.

 

What cellular service does the PicoMarket device use?

AT&T is the only service.
 
NOTE: The operator has the choice to order the Pico with the SIM card for cellular or without the SIM card for Wi-Fi. The customer can order the SIM card at a later date if they change their mind.

 

Can PicoMarket work on customer Wi-Fi? 

Yes, the operator can connect to their secure Wi-Fi. We recommend using a segmented or dedicated Wi-Fi. Guest Wi-Fi networks cannot be used.

 

Can PicoMarket work with NanoConnect?

Yes, we recommend using NanoConnect if Wi-Fi is going to be the operator’s only option.

 

How are the devices updated?

The devices will automatically check for updates as the PicoCoolers and NanoMarkets do. Operators can also use the Check for Updates function on the Device Summary page of ADM. The updates will be released with the PicoCooler and NanoMarket releases.

 

How do you troubleshoot the device?

Rebooting the device is the best way to begin troubleshooting since there is no remote access. The operator can reboot from the Device Summary page of ADM, or they can unplug and plug back in the power cord. Follow the same troubleshooting techniques that we currently use on the PicoCooler and NanoMarket devices.

 

How will the device names appear in ADM?

They will all have the prefix of picoXXXX (Xs representing numerical digits), which is the same format as PicoCooler's names today.

 

PROVISIONER QUESTIONS

Are all PicoMarkets self-provisioned?

Yes, all PicoMarkets will be self-provisioned. For new customers, Implementation will still create their Org and Location; however, the operators will still provision their devices on their own. Click HERE for the self-provisioning guide.

 

Can operators relocate the device?

Yes! They should contact the Sales Admin team at SalesAdmin@365smartshop.com. When the request has reached 365 Fulfillment, the operator will then be allowed to reprovision the device to a new location.

 

Can operators order a large batch of PicoMarkets to keep on-hand to deploy as needed?

Yes! Operators can order them and self-provision them as needed.

 

Does the PicoMarket have to be online to provision?

Yes, it will prompt you to setup a connection using Wi-Fi, cellular, or ethernet as the first step.

 

How long does the self-provisioning process take?

The entire process should take from five to ten minutes.

 

What information will the operator need?

If they are deploying the device to an existing location, no additional information is needed. However, if they are going to create a new location where they will deploy the device, they will need the standard information regarding contacts, minor settings, etc. for the new location.

NOTE: The operator can change these settings later in ADM if they are not sure of them at the time of provisioning.

 

Can operators self-provision the device offsite?

Yes! They can stage the device at their office or warehouse, then transport the device and re-establish the connection when it has been placed on-site.

 

Do operators have to call to enable CC to work on their device?

No, when they provision their device, the CC MID/DID is automatically set up so they will be ready to accept sales immediately!