WatCard and Public Printing Troubleshooting

You're working on the Information Desk and someone reports a problem with their WatCard. Some things are outside the Library's domain. For problems with photocopiers, the person should negotiate with the Copy Centre people.

WatCard

The Davis Circulation Desk now has a WatCard machine (effective December 5, 2005). Circulation staff will use the machine to add money to WatCards for patrons paying with cash, debit, or credit (Visa or Mastercard). This will usually be done in person, however we are also willing to do this over the phone, though we don't want to manage this service on behalf of every retail outlet that accepts WatCards. The scenario that we anticipate might happen is when a patron wants to use their WatCard at another library on campus for photocopying, but the WatCard facility at their site is closed for the evening or weekend. Have the student phone x6913 - we'll only take credit cards by phone, of course. Davis Circulation desk hours are posted at: http://www.lib.uwaterloo.ca/hours/index.html

Circulation staff can also determine how much money is on a student's card, as well as deactivate lost cards.

Staff will also take fines payments using WatCards. These can also be done by phone, but we don't feel that Davis can handle patrons being routinely directed by other libraries to call x6913. Except in extenuating circumstances Davis will only handle telephone fines payments coming from patrons who are off-campus.

(All transactions done by phone will only be done where the name of the WatCard holder matches the name of the account for the fines being paid or the credit card being used).

Many questions are answered at the WatCard website

For problems with public printing

Since many of the bugs have been worked out it's pretty hard to list solutions for common problems. You are not expected to diagnose the problem, whether it is library hardware/software or WatCard hardware/software trouble. Please provide enough information for those responsible to work things out.

• If you are sure the problem is only printing then contact the Library Systems HelpDesk, ext. 2405.

Many problems are turning out to be something in the printing system. Consider printing the page(s) for the patron on the staff machine rather than going through the refund hassle.

• If and when it is determined that it is a Library problem and the amount of money isn't large:
  1. Send the person to the Circulation Desk
  2. Circulation will fill out a refund slip (the same one used for after-hours copier problems) and refund the money.
• If a larger refund is needed the person should contact the WatCard Office
        Student Life Centre - Lower level
        Mon. - Fri., 8:30 am - 4:30 pm
        Phone: x2751

No Funds on card that does have money

• The usual one is that a user swipes their card within a short time of having used it (1 min? 5 min?). The network blocks access to the account for that time; the money is not gone.

• There are several accounts on each WatCard, one for food and another called flexible funds (flex account, . . .) which is the acct that the printer, photocopier, and Tim Horton's recognizes. So if the student has no money in the "flex acct", printing will be refused.

• The "food account":
  
  • If the student is in residence and has had to buy a meal plan - all of the money goes into the "food account" and they have to put money into the flexible account separately.
  • If the student is off-campus and buys a meal plan - 60% of the money goes into the "food account" and the rest goes to the flexible account.
    So this should only happen with students in residence - in theory

  • Some other accounts on the WatCard I've heard of:
    - Printing in Math and the money gets added at CHIP in MC. So, if that's where the person had the money added that may be why they see nothing here.
    - Printing in other departments
    - PAC

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  Doug Morton
  Davis Centre Library
  x2648 dhmorton@library.uwaterloo.ca
  December 5, 2005