ritical Passport POS Software Upgrade Notice – HPS-C Payment Network

Below is important information regarding a required software upgrade for Passport POS systems processing payments on the Heartland Payment Systems – Chicago (HPS-C) network via TCP/IP communications with “SSL” activated. Please share this information with your Sales and Service personnel.

• Issue Description:  The Passport POS HPS-C software application contains “SSL” certificates used to authenticate TCP/IP communications to the payment host.  For security reasons, Heartland will routinely expire old certificates and issue new certificates for inclusion in the Passport POS application.  Retailers, in turn, must upgrade their Passport POS software to have access to these latest certificates.  Failure to upgrade Passport POS software before the old certificates expire will result in a “Network Offline” condition, and the site will not be able to process credit or debit sales.
• Sites Affected:  Retailers processing payment transactions on the HPS-C network and programmed for TCP/IP communications with “SSL” activated.
• Sites not Affected:  HPS-C sites programmed for Dial communications.  HPS-C sites programmed for TCP/IP, but with “SSL” turned off.  Sites processing payments on the HPS-Dallas payment host.
• Timing:  Retailers should complete the upgrade of their Passport POS HPS-C software application no later than June 5, 2017.
• Upgrade Requirements: 

Passport POS software kits are available for purchase from Customer Service for sites without active PSO or complimentary delivery from the Gilbarco Help Desk for sites with active PSO.

• Retailers with Active PSO:  Gilbarco can identify “most” sites programmed for TCP/IP with “SSL” communications and will proactively ship software to sites with active PSO.  However, due to the dynamic nature of network conversions and new sites coming online, some locations may not receive a software upgrade automatically and will need to call the Help Desk at 800-800-7498.
• Retailers with Expired PSO:  Gilbarco will attempt to contact Retailers with expired PSO and notify them about expiring certificates and options to upgrade (purchase software or renew PSO).  Retailers that renew their PSO agreement should receive a software upgrade kit automatically or can request an upgrade from the Gilbarco Help Desk.  Retailers that do not renew PSO are not eligible for complimentary software and will be instructed to contact their local Gilbarco ASC to discuss a software purchase or potential options for reprogramming POS communications.
• Potential Outcomes:  Retailers that upgrade their Passport POS software before the certificates expire (estimated June 7, 2017) will continue to process “TCP/IP SSL” transactions normally with no disruption to retail operations other than the software upgrade itself.

Conversely, Retailers that fail to upgrade their Passport software before the certificates expire WILL experience a “Network Offline” condition around June 7, 2017, and will not be able to process credit or debit transactions.  If this situation occurs, the Retailer should contact the Gilbarco Help Desk at 800-800-7498 to obtain a temporary security code that will allow the Passport to communicate with the HPS-C network for an additional seven days.

During this 7-day grace period, the Retailer MUST take immediate steps to upgrade their Passport POS software or network communications will continue to be disrupted every seven days until the Passport POS software application updates with new security certificates.