Error Messages on the PINpad

A message will appear on the PINpad display if an error occurs. In the table below, find the error message that appears on the PINpad and try the solution. If the error message re-appears, contact the Moneris Merchant Service Centre for assistance.

ERROR MESSAGE

DESCRIPTION & ACTION

AMOUNT EXCEEDED

 

The Refund Amount entered exceeds the limit set on the terminal during Initialization.

- If the REMOVE CARD message appears under the AMOUNT EXCEEDED message, ask the cardholder to remove the chip card from the chip card reader on the PINpad.
- Press OK on the terminal to continue the transaction.

Authenticate
xxx...Failed!

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xxx = the application name or "OS" or "Sec Data" or " SSA"

See Code Authentication error messages.

CANNOT SWIPE
CHIP CARD

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The chip card error message was followed by the SWIPE CARD prompt and the chip card was swiped on the Magnetic Stripe reader, however this is not allowed for this card.

- The PINpad returns to the WELCOME/BONJOUR screen.
- Request another form of payment.

Can't Read
Certific File!

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See Code Authentication error messages.

CARD NOT
SUPPORTED

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There are two possible problems:
- You have swiped a Credit or Debit card that is not valid. Check that the cardholder has activated the card with their financial institution.

- During a Payment or Payment Void transaction, you have swiped a card at the SWIPE OR INSERT CARD prompt that is not a Private Label card. Check the card to ensure that it is a Private Label card.

Check the card and press CORR on the PINpad then

If the WELCOME/BONJOUR screen appears on the PINpad, retry the transaction.

If the SWIPE OR INSERT CARD prompt appears on the PINpad, swipe the card again.

You may need to swipe the card more quickly or more slowly or from the front of the reader back to read it properly.

If the message reappears, swipe the card on the 6200.

If the message re-appears on the 6200:
- for a credit card, key in the Card number manually on the 6200;
- for a debit card, request another form of payment;
- for a Private Label card, cancel the transaction.
Then direct the cardholder to report the problem to their card Issuer.

CARD PROBLEM

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You have swiped a card on the PINpad's magnetic stripe reader and the card stripe could not be read properly.

Press CORR on the PINpad, then:
- If the WELCOME/BONJOUR screen appears  on the PINpad, restart the transaction.
- If the SWIPE OR INSERT CARD prompt appears on the PINpad, try swiping the card more quickly or more slowly or from the front of the reader back.

If the message reappears, press CORR on the PINpad then swipe the card on the 6200.

If the messages re-appears on the 6200:
- for a credit card, key in the Card number manually on the 6200;
- for a debit card, request another form of payment.

CARD REMOVED

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The chip card was removed from the chip card reader on the PINpad during the transaction, before the REMOVE CARD prompt was displayed.

The transaction is cancelled.

Start the transaction on the 6200 again and leave the chip card in the chip card reader until the REMOVE CARD prompt appears.

Certific File
Authenticate
Failed!

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See Code Authentication error messages.

CFS xxx
can't open!

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xxx = CFS name

See Code Authentication error messages.

CFS xxx has
no certific info!

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xxx = application name or CFS name

See Code Authentication error messages.

CFS xxx MAC
Verification Failed!

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xxx = CFS name

See Code Authentication error messages.

CHECK
CONNECTION

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Contact the Moneris Merchant Service Centre for assistance.

CHECK ECR
CONNECTION

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Contact the Moneris Merchant Service Centre for assistance.

CHIP NOT ALLOWED
DO PURCHASE
REMOVE CARD

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A chip card has been used to attempt a Pre-Authorization transaction and the terminal is not configured to allow this.

- Ask the cardholder to remove the chip card from the chip card reader on the PINpad.
- Process a Purchase using the chip card
OR
request another credit card and retry the Pre-Authorization.

CHIP TYPE
NOT SUPPORTED

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The chip on the chip card inserted into the chip card reader on the PINpad cannot be used on this terminal.

- Remove the card from the chip card reader.
- The SWIPE CARD prompt appears.
- Swipe the chip card in the magnetic stripe reader on the PINpad to continue the transaction.

DECLINED BY CARD

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The chip card has declined the transaction.

- The PINpad beeps once per second until the chip card is removed.
- Remove the card from the chip card reader.
- Request another form of payment.

Err Authenticate
CFS xxx

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xxx = CFS name

See Code Authentication error messages.

File xxx
Authentication
Failed!

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xxx = path/ DFS file name

See Code Authentication error messages.

INCORRECT PIN
PRESS OK

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The PIN entered does not match the PIN on the card.

- The cardholder presses OK on the PINpad.
- The ENTER PIN + OK prompt re-appears on the PINpad.
- The cardholder re-enters their PIN correctly to continue the transaction.

For chip cards with PIN: If the cardholder cannot remember their PIN the card may approve the transaction or the terminal may prompt for a signature at the end of the transaction or the transaction may be cancelled. If the transaction was cancelled, request another form of payment.

For debit cards: If the debit cardholder cannot remember their PIN, the transaction cannot be completed. Ask for another form of payment.

INCORRECT PIN
- LAST RETRY
PRESS OK

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The second attempt to enter a PIN for this transaction was incorrect. The cardholder can try one more time.

- The cardholder presses OK on the PINpad.
- The ENTER PIN + OK prompt re-appears on the PINpad.
- The cardholder re-enters their PIN correctly to continue the transaction.

If the PIN is entered incorrectly again, the transaction is cancelled.
- Request another form of payment.

INVALID ENTRY

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While in Training mode you have attempted to add a Cash Back amount or a Tip amount greater than $1.00.

- When the original prompt reappears, key in an amount of $1.00 or less and press OK to continue.

Lose Certific
File!

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See Code Authentication error messages.

NO APPLICATIONS
LOADED

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Contact the Moneris Merchant Service Centre for assistance.

NO SUPPORTED
APPLICATIONS
REMOVE CARD

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The applications available on the terminal do not match any of the applications on the chip card.

- Remove the chip card from the chip card reader on the PINpad.
- The SWIPE CARD prompt appears on the PINpad.
- Swipe the chip card on the magnetic stripe card reader on the PINpad to continue the transaction.

NOT ACCEPTED
REMOVE CARD

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The chip card inserted cannot be read
OR
A card-to-terminal communication error occurred.

Ask the cardholder to remove the chip card from the chip card reader on the PINpad.

If the SWIPE CARD prompt appears on the PINpad:
- swipe the chip card on the Magnetic Stripe reader on the PINpad to continue.
If not, the transaction is cancelled.
- Request another form of payment.

NOT COMPLETED

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A prompt requiring data entry was left blank too long. The transaction has been cancelled.

- If the REMOVE CARD message appears under the NOT COMPLETED message, remove the chip card from the chip card reader on the PINpad.
- Press CANCEL on the PINpad.
- Retry the transaction.
- Remind the cardholder to respond to each prompt within 30 seconds.

PIN MUST BE
4 TO 12 DIGITS

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The cardholder has entered a PIN that was too short (less than 4 digits) or too long (more than 12 digits).

When the ENTER PIN prompt reappears on the PINpad:
- Ask the cardholder to retry entering their PIN on the PINpad.
- Remind them that they must key in at least four digits (i.e. at least four asterisks **** appear on the display) but no more than 12 digits before pressing OK.

PIN TRIES
EXCEEDED

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The cardholder keyed in an incorrect PIN too many times in a row for this transaction. The transaction is cancelled.

- If the REMOVE CARD message appears under the PIN RETRIES EXCEEDED message, remove the chip card from the chip card reader on the PINpad.
- Press CANCEL on the PINpad.
- Request an alternate form of payment.

REMOVE CARD

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A chip card has been left in the chip card reader on the PINpad after the transaction was completed. The terminal will beep once per second until the card is removed.

- Remove the chip card from the chip card reader. The WELCOME/BONJOUR prompt will appear on the screen.

SSA
Security Mode
MLDT

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See Code Authentication error messages.

SYSTEM PROBLEM

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One or more of the messages sent between the PINpad, the terminal and the Moneris Host are missing data or have incorrect data.

- Press CANCEL on the PINpad.
- Wait a few moments.
- Restart the transaction on the 6200 terminal.

If the message reappears, contact the Moneris Merchant Service Centre for assistance.

SYSTEM PROBLEM
SECURITY LIMIT
PLEASE RETRY

The terminal limits the number of PINs that can be entered in a specific time frame.

This message appears if the number of PINs entered exceeds that limit. The current transaction is cancelled and debit and chip-with-PIN transactions cannot be performed for a period of up to 10 minutes.

- Press CANCEL on the PINpad.
- Request an alternate form of payment.

TIME-OUT

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The cardholder has taken too long to respond to their prompts.

- If the REMOVE CARD message appears under the TIME-OUT message, ask the cardholder to remove the chip card from the chip card reader.
- Press CANCEL on the PINpad.
- Wait a few moments.
- Restart the transaction on the terminal.