Error messages on the Desk/5000 terminal

A message will appear on the display if an error occurs. In the table below, find the error message that appears on the terminal and try the solution.

If the error message re-appears, contact Moneris Customer Care for assistance at 1-866-319-7450.

All error messages are listed in alphabetical order.

Error message	Problem and solution
Batch Close Fail	The terminal could not reach the Moneris host to close your batch. Check your network connection. Go to error message "Cannot connect to host".
Batch is closed	You tried to close the debit/credit batch, but no transactions have been processed on the host since the last batch close. You cannot close an empty batch.
Cancelled	The transaction was cancelled by the customer. Retrieve the terminal from the customer and re-start the transaction if required.
Cannot connect to host.	The terminal cannot establish a connection to the Moneris host. Tap OK or press the green key to clear the error message. Make sure that the Ethernet cable is securely plugged into the ETH port on the multi-port box. If needed, go to Hardware setup. Make sure that the router and hub/switch (if any) are working. Go to the Moneris Ethernet Readiness Checklist available at moneris.com/support-desk5000 to confirm that messages from the terminal to the Moneris host can pass through your firewall. Confirm that your network is working and the Internet is accessible: Public Internet: Contact your Internet Service Provider (ISP) for help. Corporate network: Contact your corporate help desk to make sure your terminal can access the Moneris host. Make sure the communication settings on your terminal are correct. Go to Connection setup. Restart your terminal. From the Main menu, swipe left, and tap Restart.
Cannot connect to cloud.	The terminal cannot connect to the Moneris cloud. Go to error message "Cannot connect to host".
Cannot swipe a chip card	The customer swiped a chip card on the magnetic stripe reader. Ask the customer to insert the card in the chip card reader.
Card disabled	The gift card swiped by the customer has been deactivated and cannot be used. Request another card.
Card Not Accepted	Try tapping/inserting/swiping the card again. If the message re-appears, ask the customer for another form of payment.
Card not active	The gift card swiped by the customer has not been activated. Activate the card (go to Activating/Reloading a gift card), or ask the customer for another gift card or other form of payment.
Card not supported. Please re-try.	The card type swiped by the customer cannot be used for this transactions. Here are some examples: when performing a gift card transaction, they might have swiped a loyalty card; or vice versa; when performing a loyalty card transaction, they might have swiped a gift card or a credit card. Confirm with the customer whether they are using the right type of card.
Card or application is blocked.	The card or one of the applications on the card is blocked. Ask the customer to choose another application or use another card.
Card Problem	Re-try the transaction. If the message re-appears, ask the customer for another form of payment.
Card read error	There is a problem with the magnetic stripe on the gift or loyalty card that was swiped. Try swiping the card again, this time more slowly or quickly, or from front of the terminal to the back.
Card Removed	The chip card was removed during the transaction. Press the green key to clear the error message. Re-start the transaction.
Cashback exceeds limit	The cashback amount requested exceeds the limit set on the terminal. Enter a lower amount for cashback when the prompt re-appears. If this error message appears on a regular basis, consider increasing the cashback limit in the Cashback settings.
Check phone for instructions	The customer may see this error message when tapping a mobile device (for example, a smartphone phone, tablet, e-reader, or smartwatch). Ask the customer to: Check their mobile device and respond to any prompts displayed there. They may need to enter a passcode. Press the green key or wait for the terminal to display the "Tap card" prompt. Tap the mobile device again.
Clerk ID already in use	The clerk ID you are attempting to add already exists. Use another name or number. To see your existing clerk IDs, tap Display Clerk IDs.
Cloud Not Connected	The terminal could not connect to the Moneris cloud. Go to error message "Cannot connect to host".
Connection error	The terminal could not connect to Moneris. Go to error message "Cannot connect to host".
Contactless Transaction Limit Exceeded	The customer tapped a card for an dollar amount that exceeds the card’s contactless transaction limit. Press the green key or wait for the terminal to display "Insert or swipe". If the card has a chip, ask the customer to insert the card; otherwise, ask them to swipe the card.
Declined	Advise the customer to contact their card issuer. To continue the purchase, ask the customer for another form of payment.
Declined by card	The chip card has declined the transaction. To continue the purchase, ask the customer for another form of payment.
Disconnected	The terminal could not connect to Moneris. Go to error message "Cannot connect to host".
Enter at least one of the search fields to lookup the receipt.	You must enter a value in one (or more) of the search fields to search for a receipt.
Host sync failed	The terminal could not sync with the Moneris host. Check your connection to the Moneris host. Go to error message "Cannot connect to host". Try to sync again.
Incorrect code entered.	The passcode you entered is incorrect. Try again. To reset your passcode, go to Security settings .
Incorrect PIN	The PIN entered by the customer does not match the PIN on the card. Ask them to try again.
Incorrect temporary lock code	The lock code you entered was incorrect. Try again. If you cannot remember the temporary lock code, tap "Use a User ID and Passcode instead" and enter the requested information to access the terminal.
Incorrect User ID or Passcode	The User ID or passcode you entered is incorrect. Enter the correct information.
Insufficient access level	You do not have access to this operation. To change your access level, contact your manager.
INVALID CARD NO.	If this message appears when processing a UnionPay transaction, perform an assisted UnionPay transaction.
Invalid entry. Please enter address like 255.255.255.255.	You entered an IP address incorrectly. Re-enter the IP address in the correct format.
Invalid Expiry Date	Re-enter the expiry date in the correct 4 digit format.
Invalid expiry date [for a promotional gift card]	The promotional gift card entered has passed its expiry date. Request another form of payment. Note: A promotional gift card is like a coupon. It is given, not sold, to customers at the merchant’s discretion and can be set up to expire. An expired promotional gift card cannot be used again nor can the balance be transferred to another card.
INVALID EXPIRY DATE PLEASE RETRY	If this message appears when processing a UnionPay transaction, perform an assisted UnionPay transaction.
Last PIN Retry or Last PIN Try	The second attempt to enter a PIN for this transaction was incorrect. The customer can try one more time.
Matching transaction not found	Go to error message "There were no transactions found based on your criteria".
Must be greater than option 1 Must be greater than option 2	The pre-set value you are trying to enter must be greater than the pre-set value(s) already configured. For example, Tip Pre-set 2 must be greater than Tip Pre-set 1, and Tip Pre-set 3 must be greater than Tip Pre-set 2.
Must be smaller than option 2 Must be smaller than option 3	The pre-set value you are trying to enter must be smaller than the pre-set value(s) already configured. For example, if Tip Pre-set 1 is 10% and Tip Pre-set 2 is 15%, you cannot change Tip Pre-set 1 to 15% or more, it must be smaller than 15%.
No card	The transaction timed out at the "Tap, insert or swipe" screen since no card was entered. Make sure the customer is ready to enter their card, then re-try the transaction.
No Clerks Configured	You have not created any clerk IDs.
No clerks found	You attempted to view a report based on clerk IDs but no clerk IDs were found. Perform one or more of these steps: To add a clerk ID or view Clerk IDs, go to Setting up clerk IDs; To ensure that the terminal is able to connect to the Moneris host to retrieve clerk information, go to error message "Cannot connect to host".
No clerks found corresponding to your search criteria.	Refer to There were no clerks found based on your criteria.
No supported applications on this card	No supported applications were found on the customer's card. Ask the customer to do one of the following: If card was inserted: Remove card from the chip reader, and swipe it. If card was tapped: If the card has a chip, insert it into the chip reader; if there is no chip, swipe the card.
No totals available	This message appears when you run the Gift & Loyalty Host Totals report but no gift card or loyalty card transactions have been processed on the terminal since the last Gift & Loyalty batch close. In other words, the Gift & Loyalty batch is empty. If there are transactions recorded on the Gift & Loyalty Terminal Totals report but no transactions on the Gift & Loyalty Host Totals report, contact Moneris for reconciliation assistance.
Not Completed	The transaction was not completed. Go to error message "Cannot connect to host" and ensure the terminal is connected to Moneris, then re-try the transaction.
Partial authorization was rejected	A transaction using a pre-paid credit card was rejected. Ask the customer for another form of payment.
Passcode is locked	The passcode was locked after too many attempts to enter the correct value. To reset the passcode, follow the Forgot Passcode procedure under Security settings.
Passcode is locked. High security passcode required.	The passcode was locked after too many attempts to enter the correct value. To reset a high security passcode, follow the Forgot Passcode procedure under Security settings. You will need to contact Moneris Customer Care at 1-866-319-7450 to obtain an unlock code.
Passcode must be 4-10 digits	You did not enter a passcode or the passcode you entered was too short.
Passcode must be 4-10 digits. Cannot use consecutive numbers such as 123 or 000	You entered an invalid passcode. Make sure your passcode is 4 to 10 digits long. Avoid using 3 or more consecutive numbers such as 123. Avoid using 3 or more repeating numbers such as 555
Passcode table is full	You have exceeded the maximum number of user IDs and passcodes allowed. Delete user IDs for any employees who are no longer working for you or who no longer require access to the terminal. To delete user ID/passcodes, go to Security settings.
Printer out of paper. Retry?	The printer is out of paper. Open the printer compartment, remove the empty paper roll, and place a new roll of paper in the paper well. For instructions, go to Install the paper roll .
Passcodes do not match. Please retry.	The two passcodes you entered do not match. Re-enter the passcodes.
PIN Tries Exceeded	The customer keyed in an incorrect PIN too many times in a row. The transaction is declined. Request another form of payment.
Please enter PIN again	The customer entered an incorrect PIN. Ask them to try again.
Please make sure your device is connected to the Internet	The terminal cannot establish a connection to the Moneris host. Go to error message "Cannot connect to host".
Please tap one card only	The contactless reader was able to read more than one card. If needed, ask the customer to remove the card from their wallet and tap it again. Only one card should be tapped.
Please try again at another time	The operation could not be completed at this time. Try again later.
Please void any previous partial authorizations in this transaction sequence	When voiding a partial approval, you must process a separate void for each partially approved transaction that makes up the total transaction amount. For more information, go to Void - partial approval.
Preset amount exceeds limit	You entered a preset amount that exceeds the limit set for cashback. Re-enter the preset amount or change the limit. For more information, go to Cashback settings.
Refund amount greater than original	The gift card or loyalty card refund amount you entered is greater than the original purchase amount. Re-try the transaction with the correct refund amount.
Refund Limit Exceeded	The total value of debit card refunds performed today is greater than your daily refund limit. Contact Moneris Customer Care at 1-866-319-7450 for a temporary increase. Please have the original Purchase receipt available for reference.
Sorry, the PIN you entered is incorrect.	The customer entered an incorrect PIN. Ask them to try again.
Sorry, we're unable to close your batch. / Batch Close Fail. Please try again at another time.	This message appears if you tried to close your batch but the terminal was unable to reach the Moneris host. Try closing the batch later. If the error message re-appears, go to error message "Cannot connect to host".
Sorry, we're unable to obtain your Clerk list. Please try again at another time.	This message appears if you requested a report organized by clerk ID but the terminal was unable to reach the Moneris host to obtain the clerk information. Try generating the report later. If the error message re-appears, go to error message "Cannot connect to host".
Sorry, we're unable to obtain your totals. Please try again at another time.	This message appears if you tried to close your batch or tried to generate a totals report but the terminal was unable to reach the Moneris host. Try closing the batch or generating the report later. If the error message re-appears, go to error message "Cannot connect to host". If you are requesting terminal totals (vs. host totals), there may be no transactions for the requested date, or the batch may be empty .
Sorry, we're unable to read your card	The customer swiped a card on the terminal's magnetic stripe reader but the card stripe could not be read properly. When "Tap, insert, or swipe" re-appears, try swiping the card more quickly or more slowly or from the front of the reader to the back. If this is a contactless transaction, ask the customer to do the following: Hold the card by itself above the contactless reader for 3 to 5 seconds until the reader beeps. Try this step twice more if it doesn't work the first time. If step 1 doesn’t work, try inserting the card into the chip reader if the card is also a chip card. If step 2 doesn’t work, try swiping the card on the terminal.
Sync failed	The terminal failed to sync with Moneris. Try syncing later. If you continue to see this error message, check your network connection. Go to error message "Cannot connect to host".
Sync not completed	The terminal failed to complete syncing with Moneris. Try syncing later. If you continue to see this error message, check your network connection. Go to error message "Cannot connect to host".
Table Full	Clerk IDs are stored at merchant level on all devices. Attempting to add more than 255 Clerk IDs will cause this error.
Tap Failed	Ask the customer to try tapping again. If tapping fails again, ask the customer to insert their card into the chip card reader. If the card does not have a chip, ask the customer to swipe the card.
Tap Not Accepted	The customer tapped a card that does not have contactless functionality. If the card has a chip, ask them to insert the card. If it does not have a chip, ask them to swipe it.
There were no clerks found based on your criteria.	Select another clerk ID or select all clerks to complete the report. If the message continues to appear, refer to No clerks found.
There were no receipts found based on your criteria.	The terminal could not find any transactions matching the sequence number, authorization number or other criteria you entered.
There were no transactions found based on your criteria. OR There were no transactions found.	This message appears when you perform a function but the terminal cannot find the target transaction(s). If you entered a date or authorization number or other criteria, there may not be any transactions that match your criteria. Verify the information you entered, and try again. If you attempted to "Void Last", there may not be any voidable transactions in the current batch. If you attempted to print a specific report, there may not be any transactions to report on.
Time-out	The transaction or operation you were performing timed out due to a lack of input. For example, the customer did not respond to the prompts in a timely manner. Make sure the card or other information is ready to input and try again.
Too many PIN attempts made, please try a different payment method	The customer entered an incorrect PIN too many times. Ask for another form of payment.
Too Many Taps	Ask the customer to tap their card once only.
Transaction amount over maximum	The transaction amount you entered exceeds the allowable amount for a single transaction using a gift card. If the transaction is a gift card Purchase, split the purchase amount and perform 2 transactions on the same card. You can also request another gift card or other form of payment.
Transaction canceled. Please pass terminal to clerk	The customer cancelled the transaction. Speak to the customer to determine the problem and try the transaction again.
Transaction cancelled	You or the customer pressed Cancel during the transaction. Re-start the transaction if required.
Transaction not approved	Try the transaction again. If you receive the same message, ask for another form of payment.
Transaction not completed	Try the transaction again. If you receive the same message, ask for another form of payment.
Transaction timeout	The terminal did not receive a response from the Moneris host. Try the transaction again. If the message re-appears, go to error message "Cannot connect to host".
Transfer not allowed for this card	The gift card to which you are attempting to transfer a balance is a fixed amount gift card. It cannot be re-loaded. Transfer the balance to a variable amount gift card.
Unlock code must be 5 digits	Enter the 5-digit unlock code as provided by Moneris.
User ID already in use	Enter a different user ID.
We're unable to connect	The terminal cannot establish a connection to the Moneris host. Go to error message "Cannot connect to host".
Wrong card type used	Based on your menu selections, the terminal was expecting a different card type. For example, the terminal was expecting a loyalty card but the customer presented a credit card. Ask the customer for the correct card type and try the transaction again.