ERROR MESSAGE
PROBLEM & SOLUTION
not coloured green
= Ethernet
Connection
Not Available
MAIN MENU, TRANSACTIONS, REPORT This icon (which always appears at the top of the display screen) is coloured green when an Ethernet connection has been established. If it is not coloured green, there is a problem with your Ethernet connection.
If a dial cable is connected to the terminal's magic box, the terminal will attempt to use dial communication.
1. See the solution for the ETHERNET DOWN PRESS OK error message.
2. Check that your
Internet service is available.
- If it is not available, contact your ISP.
- If it is available, contact the Moneris Merchant
Service Centre for assistance.
= SAF Log 90% Full
This icon appears on the following menus when the SAF log is nearly full: MAIN MENU, TRANSACTIONS, REPORT FUNCS, ADMIN FUNCS, and CONFIG FUNCS.
A manual SAF Upload transaction should be performed as soon as possible.
= SAF Log is
100% Full
This icon appears on the following menus when the SAF log is full: MAIN MENU, TRANSACTIONS, REPORT FUNCS, ADMIN FUNCS, and CONFIG FUNCS.
The next time the terminal returns to the READY screen, it will perform an automatic SAF Upload . No other transactions (Air Miles, debit, credit or Ernex) can be processed until the SAF Upload has been successfully completed.
Wait while the terminal performs the SAF Upload .
Do NOT cancel the SAF Upload . It must be completed before any other transactions can be performed.
TRAINING
This text appears on the READY screen when the terminal is in Training mode.
Exit Training mode to remove the text from the display.
= Training Mode
This icon appears on the following menus when the terminal is in Training mode: MAIN MENU, TRANSACTIONS, REPORT FUNCS, ADMIN FUNCS, and CONFIG FUNCS.
Exit Training mode to remove the icon from the display.
AMOUNT EXCEEDED
RETURN TO CLERK
or
AMOUNT EXCEEDED
The Refund Amount entered exceeds the limit set on the terminal during Initialization.
- Ask the cardholder to return the PINpad/
terminal.
- Press the
key
to display the merchant prompts.
- The REFUND
LIMIT EXCEEDED prompt appears.
APP CA06
Contact the Moneris Merchant Service Centre for assistance.
ASSERT
Contact the Moneris Merchant Service Centre for assistance.
The
key was pressed during a chip card transaction:
- Remove the chip card from the chip card reader. The
terminal will beep once per second until the card is removed.
- If receipts had begun
printing before the card was removed, CARD REMOVED and CANCELLED
are printed on the receipt.
- The READY screen appears.
CANCELLED
RETURN TO CLERK
or
CANCELLED
The cardholder
has pressed the
key during the cardholder prompts.
- Ask the cardholder to return the
PINpad/ terminal.
- Press the
key
to display the merchant prompts.
- Retry the transaction.
If an external PINpad
is attached, the terminal will display CANCELLED, then print a
CANCELLED receipt.
Press the
key or the
key
on the terminal again to finish cancelling the transaction.
The terminal returns to the READY screen.
CANNOT SWIPE
CHIP CARD
PRESS OK
A chip card was swiped on the magnetic stripe card reader; however, this is not allowed for this card.
- Press the
key
to return the READY screen
- Request another form of payment.
CARD BLOCKED
REMOVE CARD
The chip card that you inserted cannot be used.
CARD
NOT
ACTIVE
The gift/loyalty card you entered has not been activated. Refer to the Activate a Gift Card or Activate a Loyalty Card procedures.
CARD NOT
SUPPORTED
or
CARD NOT
SUPPORTED
PLEASE RETRY
There are a number
of possible problems:
- You have keyed in or swiped a credit or debit or gift/loyalty
card that is not valid. Check that the cardholder has activated
the card with their financial institution.
- You have keyed in or swiped a card at the SWIPE ADMIN CARD prompt that is not a POS admin card. Check the card to ensure that it is a POS Admin Card.
- You have keyed in a credit card or debit chip card or gift card/loyalty number that is not valid. Check that you have keyed in the card number exactly as it appears on the card.
- During a Payment or Payment Void transaction, you have keyed in or 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.
- You have entered a card that is not supported for the transaction you are performing e.g. swiping a debit card during a pre-authorization transaction (the latter applies to credit cards only)
Check the card (or Card number) then:
If the READY screen appears, retry the transaction.
If the SWIPE OR INSERT CARD prompt appears, swipe (or key in) 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 this message appears again:
- For a credit card that was swiped: try the transaction
again, but key in the Card number
- For a keyed in credit Card number or a debit card: cancel
the transaction and request another form of payment.
- For a private label card: cancel the transaction.
- For a pre-authorization transaction or similar situation: ask the customer for the right type of card.
Direct the cardholder to report the problem to their card issuer.
CARD PROBLEM
or
CARD PROBLEM
PLEASE RETRY
You have swiped a card on the terminal's magnetic stripe reader and the card stripe could not be read properly.
If the READY screen appears, retry the transaction. If the SWIPE OR INSERT CARD prompt appears, try swiping the card more quickly or more slowly or from the front of the reader back.
If this is a contactless transaction: The reader could not read all of the information that it required, or there is more than one contactless card within range of the reader.
1. Hold the card by itself in front of the reader for 3 to 5 seconds until the reader beeps. Try this step twice more if it doesn't work the first time.
2. If step 1 doesn’t work, try inserting the card into the chip reader if the card is also a chip card.
3. If step 2 doesn’t work, try swiping the card on the terminal.
4. If step 3 doesn’t work, manually enter the card number, or use an alternative form of payment.
CARD REMOVED
RETURN TO CLERK
or
CARD REMOVED
The chip card was removed from the chip card reader during the cardholder prompts, before the REMOVE CARD prompt was displayed.
The transaction is cancelled.
- Retrieve the terminal from the cardholder.
- Wait until the CARD
REMOVED PRESS OK prompt appears.
The chip card was removed before the transaction was completed and has been cancelled.
- Press the
key.
- The CARD REMOVED prompt appears while the receipts are printed.
- CARD REMOVED and CANCELLED are
printed on the receipt.
- The READY screen appears.
CASH BACK
EXCEEDS LIMIT
OR
CASH BACK
LIMIT EXCEEDED
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 set on the terminal.
CHECK PHONE
THEN TAP AGAIN
The customer may see this error message when paying by tapping a mobile device (e.g. a mobile phone, tablet, e-reader, watch, key fob, mobile tag, etc ). The customer performs the following actions:
1. Checks the mobile device and responds to any prompts displayed there. They may need to enter a passcode.
2. Presses the
key or waits for the terminal to return to the SWIPE/INSERT/TAP
CARD prompt.
3. Taps the mobile device again.
CHECK PRINTER
A problem has been detected with the printer.
Open the printer and check that:
- there is paper in the printer
- the paper feed is clear.
- the paper roll is seated correctly.
Close the printer lid and ensure that it is closed completely.
If the problem is fixed:
The printer will finish printing the receipt or report that was
in progress and complete the transaction.
If the problem is not fixed:
Press the
key.
The terminal will complete the transaction. Fix the problem then
reprint
the transaction.
CHIP NOT ALLOWED
DO PURCHASE
PRESS OK
- Press the
key
again to return to the READY screen.
- Process a Purchase using the Chip card. Refer to Purchase
with Tip Entry Enabled or Purchase
with Tip Entry
Disabled.
OR
- request another credit card and retry the Pre-Authorization.
CHIP NOT ALLOWED
DO PURCHASE
REMOVE CARD
A chip card has been used to attempt a Pre-Authorization transaction and the terminal is not configured to allow this.
If this appears during merchant prompts:
- You remove the chip card
- Press the
key
to return to the READY screen.
If this message appears during the cardholder prompts:
- the cardholder removes the card.
- The CHIP NOT ALLOWED DO PURCHASE RETURN TO CLERK prompt appears.
CHIP NOT ALLOWED
DO PURCHASE
RETURN TO CLERK
The cardholder passes the terminal back to you.
- Press the
key.
THE CHIP NOT ALLOWED DO PURCHASE PRESS OK prompt appears.
- Press the
key
again to return to the READY screen.
- Process a Purchase using the Chip card. Refer to Purchase
with Tip Entry Enabled
or Purchase with Tip Entry
Disabled.
OR
- request another credit card
and retry the Pre-Authorization.
CHIP TYPE
NOT SUPPORTED
REMOVE CARD
The chip on the chip card cannot be used on this terminal.
- Remove the chip card.
- The SWIPE OR INSERT CARD prompt appears.
- Swipe the chip card on the magnetic
stripe card reader to start the transaction.
CLERK ID NOT
SETUP
PRESS OK
The Default Clerk ID has not been set.
Press the
key
to return to the READY screen.
If you wish to use a Default Clerk ID, add the Default Clerk ID. OR If you wish to use a number of Clerk IDs, change the prompt for Clerk ID to YES.
A credit card was tapped for an amount that exceeds the card’s Contactless Transaction Limit. If the card has a chip, insert it into the terminal chip reader; otherwise, swipe the card.
CUSTOMER -
INSERT CARD
INTO READER
A chip card was swiped on the Magnetic Stripe Card Reader instead of inserted into the chip card reader.
Insert the card into the chip card reader to start the transaction.
See Declined Messages.
DO A PURCHASE
WITH CHIP CARD
The chip card
cannot be used for a Pre-Auth transaction because the terminal
is not configured to allow this. Retrieve the terminal
or ipp320, remove the chip card, pressthe
key,
and perform a Purchase using the chip card.
The chip card cannot be used for a Pre-Auth transaction because the terminal is not configured to allow this.
Retrieve the terminal or
PINpad , remove the chip card, press the
key,
and perform a credit Purchase using the chip card.
DUPLICATE TERMINAL NAME
The terminal name you have attempted to assign to this terminal is already assigned to another one of your terminals.
Try keying in another terminal name.
OR
To assign the terminal name to this terminal, first delete it from the
other terminal then assign
it to this one.
ENTER UNLOCK KEY PROVIDED BY SERVICE CENTRE
See message PASSWORD LOCKED CALL SERVICE CENTRE.
An unknown communication error has occurred.
Press the
key
to return to the READY screen and try the transaction again.
If the message reappears, contact the Moneris Merchant Service Centre for assistance.
ERROR 402
HOST DISCONNECT
The Host has dropped the connection to the terminal during a transaction.
Press the
key
to return to the READY screen and try the transaction again.
If the message reappears, contact the Moneris Merchant Service Centre for assistance.
ERROR 403
CONNECTION LOST
The terminal has lost the connection to the Host during a transaction.
Press the
key
to return to the READY screen and try the transaction again.
If the message reappears, contact the Moneris Merchant Service Centre for assistance.
ERROR 405
NO ENQ FROM HOST
This applies to dial Communication only.
The terminal has connected to the Host but the Host has not responded with the ENQ to begin data transmission.
Press the
key
to return to the READY screen
and try the transaction again.
If the message reappears, contact the Moneris Merchant Service Centre for assistance.
ERROR 406
NO NETWORK RESP
The terminal has sent the transaction request to the Host but the Host has not responded.
Press the
key
to return to the READY screen and try the transaction again.
If the message reappears, contact the Moneris Merchant Service Centre for assistance.
ERROR 407
ACK NOT SENT
The application did not send the final message to the Moneris Host. The transaction is considered cancelled.
- Press the
key.
- If a chip card was used in the transaction, remove the chip card.
- Any receipts finish printing
with CANCELLED on them.
- The READY screen appears.
The terminal was unable to communicate with the Moneris Host over the Ethernet connection and dial backup was used to process the transaction.
Press the
key
to acknowledge the message and return to the READY screen.
The terminal will revert to Ethernet communication for the next transaction.
The terminal has checked the Ethernet connection and determined that it is unavailable for communication.
Press the
key
to return the READY screen then check the following:
- Check all the cables to ensure everything is plugged in tightly.
- Check that the router and hub/switch (if any) are functioning.
If you use Public Internet: Contact your ISP (Internet service provider) for assistance.
If you use Private Internet: Call the Moneris Merchant Service Centre.
If you use Corporate WAN: Call your corporate help desk to confirm that the Corporate WAN is functioning properly.
The terminal attempted to communicate with the Moneris Host but failed. The terminal will display this message for 3 seconds then return to the previous prompt.
Wait for a few minutes, and then try the transaction again. If the message reappears, do the following:
1. Follow these steps:
• If the terminal is configured for dial:
a. Confirm that the dial cable is securely plugged into the “Modem” port located in the compartment inside the base.
b. If the terminal must use a prefix to dial out, ensure that the dial PREFIX parameter has been configured correctly.
• If the terminal is configured for IP:
a. Confirm that the Ethernet cable is securely plugged into the Ethernet port located in the back of the base.
b. Check that the router and hub/switch (if any) are functioning (refer to the Moneris IP Readiness Checklist at moneris.com/checklist), and confirm that your firewall rules have been updated.
c. Confirm that your network is functioning.
- Public Internet: Contact your ISP (Internet service provider) for assistance.
- Corporate WAN: Call your corporate help desk to confirm that the corporate WAN is functioning properly.
2. If the message reappears, contact the Moneris Merchant Service Centre for assistance.
INCORRECT PIN --
LAST RETRY
PRESS OK
The cardholder has not entered the correct PIN, i.e. (the PIN entered does not match the PIN on the card). The cardholder can retry entering their PIN correctly one last time.
The PIN entered does not match the PIN on the card.
- The cardholder presses the
key.
- The ENTER PIN & OK prompt re-appears.
- 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.
INCREMENTS OF 10
DOLLARS, PLEASE
The Cashback amount that was entered is not a rounded amount (i.e., there must be no cents included, and the dollar position must be zero).
Key in a Cashback amount like $10 or $20 or $30 or $40, etc.
INITIALIZATION ERROR
PLEASE WAIT
Please wait while the terminal is re-establishes an Ethernet connection to the Host in order to retry the initialization.
When the connection is established, the INITIALIZATION ERROR RETRYING TRANSACTION prompt appears.
INITIALIZATION
FAILED, CONTACT
SERVICE CENTRE
There has been a terminal, host or communication problem during the Initialization.
Press the
key
to return to the READY screen.
Contact the Moneris Merchant Service Centre for assistance.
INITIALIZATION
FAILED, MERCHANT
ID ERROR
The Merchant ID entered during the Initialization was not correct.
- Press the
key
to return to the READY screen
- Check the Merchant ID.
- Retry the Initialization.
If the Merchant ID was entered correctly and the message re-appears, contact the Moneris Merchant Service Centre for assistance.
INITIALIZE
ERNEX
The Moneris Host is requesting a re-initialization of the terminal.
Re-initialize for Ernex.
INIT FAILED-###
CALL HELP CENTRE
PRESS OK
There has been a parameter error during the Initialization. ### indicates the specific error.
- Record the 3-digit number that appears where the ### is in
this example.
- Press the
key
to return to the READY screen.
Contact the Moneris Merchant Service Centre for assistance.
INIT REQ'D
The Moneris Host is requesting a re-initialization of the terminal.
Re-initialize the terminal.
INSUFFICIENT
POINTS FOR
REDEMPTION
There are not enough points on the card to redeem the number of loyalty points requested.
Perform a gift/loyalty Card Inquiry to obtain the balance on the card then retry the Redemption with a valid number of points.
INVALID CARD NO.
The swiped card failed the MOD 10 check.
If the READY screen appears, retry the transaction.
If the SWIPE OR INSERT CARD prompt appears, try swiping the card again.
If using a UnionPay card that has only a magnetic stripe, perform an assisted UnionPay transaction.
If this message reappears, contact the Moneris Merchant Service Centre for assistance.
INVALID CARD
TYPE
The card that was swiped cannot be used for this transaction. Ask for another card (e.g. a credit card) and retry the transaction.
Try swiping the card again. If this message reappears, press
the
key to cancel the transaction and retry the debit
or credit
transaction.
INVALID DATE
The date entered
is not a valid date.
The date must be entered in the MMDD
or YYMMDD format and must be a valid
calendar date, e.g. 0231 ( Feb. 31)
is not a valid date.
Check the date and re-enter it when the prompt re-appears.
INVALID ENTRY
While in Training mode you have attempted to enter a transaction amount, a Cashback amount or a Tip amount greater than $1.00.
When the prompt reappears, key in an amount of $1.00 or less
and press the
key
to continue.
OR
The information you have entered
for the gift/loyalty transaction is not valid. Check the information
and retry.
OR
The Air Miles Reward incentive you entered was greater than 0.99.
Check the value and re-enter a value equal to or less than 0.99.
Invalid Expiry Date
The gift card that you entered has passed its expiry date. Request another gift card.
INVALID
EXPIRY DATE
PLEASE RETRY
The 4-digit Expiry date entered is not a valid date.
Check the date and re-enter it when the prompt re-appears.
The date must be entered in the MMDD format and must be a valid calendar date, e.g., 0231 ( Feb. 31) is not a valid date.
If using a UnionPay card that has only a magnetic stripe, perform an assisted UnionPay transaction.
INVALID IP
ADDRESS
The
IP address entered does not match the standard IP address format
of #.#.#.# where each # can be a minimum of 1 and a maximum of
3 digits long with a minimum value of 0 and a maximum value of
255. For example:
0.10.127.255
Check the IP Address and re-enter it when the prompt re-appears.
INVALID PASSWORD
The password entered does not match the password downloaded.
INVALID PHONE #
The number that was keyed in is not the correct length.
Key in a 10-digit phone number (including the area code but without any spaces).
Invalid Redemption Points/Amount
You have entered a redemption value that is outside the minimum or maximum value allowable for your loyalty program.
INVALID
TAG LIST
Contact the Moneris Merchant Service Centre for assistance.
INVALID TIME
The time entered
is not a valid time.
The time must be entered in the HHMM
format and must be a valid time (HH must be from 00 to 23 and
MM must be from 00 to 59.)
Check the time and re-enter it when the prompt re-appears.
MAXIMUM BONUS
EXCEEDED
The multiplier was applied to the 10th Bonus Offer selected for the transaction and this has resulted in an 11th Bonus Offer. There is a maximum 10 bonus offers per transaction so this exceeds the maximum.
The terminal returns to the Bonus Offer menu screen.
Select the Bonus Offer again, but press the key to select NO at the APPLY MULTIPLIER prompt.
MERCHANT ID
ERROR
The Merchant ID entered does not match the Merchant ID in the terminal's configuration.
Check the ID, and re-enter it when the prompt re-appears.
If the Merchant ID was entered correctly and the message re-appears, contact the Moneris Merchant Service Centre for assistance.
MISMATCHED
During a swiped credit card transaction, the digits entered as the last four of the credit card do not match the last four digits of the card number encoded on the card's magnetic stripe.
Check the Card number and re-enter the last four digits when the prompt re-appears.
If the prompt reappears, contact the Moneris Merchant Service Centre for assistance.
MOBILE
PROCESSING
NOT SUPPORTED
Verify that the card being used is a Visa, MasterCard, or American Express. These cards support mobile processing. Ask the customer to tap their mobile device again. If the error message re-appears, contact Moneris Customer Care.
Clerk Subtotals are not available for that Clerk ID OR That Clerk ID does not exist.
Check the Clerk ID and try the report again.
NO MATCH ON
PINPAD, CONTACT
SERVICE CENTRE
The terminal was unable to initialize due to an invalid PINpad ID.
Contact the Moneris Merchant Service Centre for assistance.
The applications available on the terminal do not match any of the applications on the chip card.
- If the chip card was inserted into the chip reader, remove the card. Swipe the chip card on the magnetic stripe card reader to continue the transaction
If the card was tapped, insert it into the chip reader; otherwise, swipe it on the magnetic stripe reader.
No Totals Available
No gift/loyalty transactions have been processed since the last gift/loyalty Batch Close.
NOT ACCEPTED
REMOVE CARD
The chip card
inserted cannot be read
OR
A card-to-terminal communication error occurred.
- Remove the chip card.
If the SWIPE OR INSERT CARD prompt appears:
- re-insert the chip card to retry the transaction.
If the PURCHASE Ready screen appears:
- restart the transaction
If the SWIPE CARD prompt appears:
- Swipe the chip card on the magnetic stripe card reader to continue
If the NOT ACCEPTED message reappears:
- Remove the chip card.
- Request another form of payment.
NOT COMPLETED
PLEASE TRY AGAIN
or
NOT COMPLETED
RETURN TO CLERK
or
NOT COMPLETED
The terminal has encountered a communication error during the cardholder prompts.
If the cardholder is swiping or inserting the card:
- Ask the cardholder to return the terminal/PINpad.
- Press the
key
to display the merchant prompts.
- If communication error message appears, fine the error
message in this table and follow the instructions.
This error may appear in more than one context:
- The Admin code entered does not exist or the function has not been configured on this terminal. Check the Admin Shortcut Code and try again.
- You attempted to configure a pre-set TIP PERCENT before configuring the previous TIP PERCENT, for example, attempting to configure TIP PERCENT 3 before TIP PERCENT 2.
PASSWORD
LOCKED
CALL SERVICE CENTRE
9999
This message applies to merchants who are using an admin password vs the POS admin card to protect configuration settings.
The messsage appears if you have entered the incorrect admin password 4 times in a row. To unlock the password function, refer to Admin Password Locked.
The terminal is about to erase from its memory a transaction that includes a Cashback amount and has not been printed on a Stored Transactions List.
- Press the
key.
- Print a Stored
Transaction List.
- Retry the transaction.
PIN MUST BE
4 TO 12 DIGITS
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:
- Ask the cardholder to enter the PIN again.
- 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 the
key.
PIN TRIES
EXCEEDED
REMOVE CARD
The cardholder keyed in an incorrect PIN too many times in a row for this transaction. The transaction is declined.
- If the REMOVE CARD message appears under the PIN RETRIES EXCEEDED
message, remove the chip card from the chip card reader.
- Press the
key.
- Request an alternate form of payment.
PLEASE LOGON
The terminal has been logged off to protect it from attempts to perform unauthorized transactions.
Perform a Logon transaction.
PLEASE REMOVE
THE CARD
FROM FIELD
Ask the customer to remove their contactless card or their mobile device (e.g. a mobile phone, tablet, e-reader, watch, key fob, mobile tag, etc ) from near the contactless reader.
PLEASE WAIT
If this message appears when the terminal is powered on AND an external PINpad is attached to the terminal, the PINpad is still authenticating its applications. When the PINpad finishes its authentication process, the terminal will finish its power up process.
Contact the Moneris Merchant Service Centre to obtain a voice authorization. Once authorized, process an Advice Transaction.
Refund Amount
Greater Than
Original
The dollar amount you have entered for a gift/loyalty Refund is greater than the amount in the original Purchase transaction.
Press the
key,
and retry the Refund with the correct amount.
The Refund Amount entered exceeds the limit set on the terminal during Initialization.
Press the
key
twice then retry the Refund for a lower amount.
For Chip Card Refunds: Remove the card then press the
key
Check the amount of the Refund. If it is greater than the limit, cancel the Refund on the terminal.
The total value of Refunds performed today is greater than your daily Refund limit. Contact the Moneris Merchant Service Centre for a temporary increase. Please have the original Purchase receipt available for reference to discuss increasing your Refund limit.
REINITIALIZATION
REQUIRED
The First Initialization
attempt failed
OR
The Moneris Host has sent a Re-initialization request to the terminal
OR
An item of the Host Setup for (Ethernet parameter)has been changed
on the terminal.
Try to re-initialize again.
REMOVE CARD
A chip card has been left in the chip card reader (in the terminal or, if attached, the external 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 Idle prompt will appear on the screen.
RETRY - SYSTEM PROBLEM ###
The Moneris Host was unable to process the transaction.
Retry the transaction.
If problem persists, contact
the Moneris Merchant Service Centre for assistance.
RETRY - SYSTEM
TIME OUT ###
The Moneris Host or the Third Party Host was unable to process the transaction.
Retry the transaction.
If the problem persists, contact
the Moneris Merchant Service Centre for assistance.
The customer has taken too long to enter their PIN.
- Press the
key.
- The terminal will print the receipt(s)
including a NOT COMPLETED message then the RETRY
TRANSACTION? prompt appears.
YES NO
Press the
key to select YES and retry the transaction. The
CUSTOMER PRESS OK TO CONTINUE prompt appears. Pass the terminal
back to the customer and ask them to press the
key
then re-enter their debit card information.
Press the
key to select NO and return to the READY screen.
The total awards calculated for this Air Miles Rewards Purchase or Air Miles Rewards Refund are greater than the maximum reward limit configured on the terminal.
The READY screen re-appears.
Check the values entered during the Rewards transaction and retry the transaction.
The SAF Upload attempt (automatic during a transaction or manually started from the terminal menus) was not completed.
Press the
key.
If this was an automatic SAF upload attempted during a transaction (Close Batch or Multi-terminal Reporting), the transaction is cancelled then the READY screen appears.
If this was a manual SAF upload attempt, the READY screen appears.
Wait a moment then retry the upload.
If the problem persists, contact the Moneris Merchant Service Centre for assistance.
SAF UPLOAD
REQUIRED
The function you have attempted to process ( enter Training mode or Initialization ) is not available until a SAF upload of the Air Miles transactions in the SAF log has been processed.
Perform a manual SAF Upload then retry the function.
One or more of the messages sent between the terminal and the Moneris Host are missing data or have incorrect data.
Wait for a few minutes then try the transaction again.
If the message reappears, contact the Moneris Merchant Service Centre for assistance.
SYSTEM PROBLEM
RETRYING
The terminal is automatically retrying the transaction.
Please wait until the terminal returns to the READY screen or another message appears.
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.
After 3 seconds the last line of this message changes to "RETURN TO CLERK".
- Retrieve the terminal from the cardholder.
- Press the
key
twice.
- Request an alternate form of payment.
SYSTEM PROBLEM
SECURITY LIMIT
RETURN TO CLERK
or
SYSTEM PROBLEM
SECURITY LIMIT
This message appears 3 seconds after the SYSTEM PROBLEM SECURITY LIMIT PLEASE RETRY message appears.
- Retrieve the terminal from the cardholder.
- Press the
key
twice.
- Request an alternate form of payment.
You have tried to add too many Clerk IDs or Terminal Names.
You can add a maximum of 255 different Clerk IDs and 100 different Terminal Names.
TAP FAILED
PLEASE INSERT
OR SWIPE CARD
The contactless reader was unable to read a card or a contactless debit card has been tapped for an amount that exceeds its Contactless Transaction Limit.
• If the card is also a chip card, insert it into the chip reader.
• If the card does not have a chip, swipe the card on the terminal.
TCP CONNECTION
FAILED
The terminal has tested the Ethernet connection and was unable to establish a connection to the Moneris Host. The terminal will display this message for 3 seconds then return to the previous prompt.
1. Confirm that the Ethernet cable is securely plugged into the Ethernet port located in the back of the base.
2. Check that the router
and hub/switch (if any) are functioning (refer to the Moneris
IP Readiness Checklist
at
moneris.com/checklist),
and confirm that your firewall rules have been updated.
3. Confirm that your network is functioning.
- Public Internet: Contact your ISP (Internet service provider) for assistance.
- Corporate WAN: Call your
corporate help desk to confirm that the corporate WAN is
functioning properly.
4. If the message reappears, contact the Moneris Merchant Service Centre for assistance.
TERMINAL DATA
ERROR, CONTACT
SERVICE CENTRE
If the Initialization retry is not successful, contact the Moneris Merchant Service Centre for assistance.
Press the
key
to return to the READY screen.
TERMINAL SETUP
REQUIRED
The terminal has not been configured.
Contact the Moneris Merchant Service Centre for assistance with configuring the terminal.
or
TIME-OUT
The cardholder has taken too long to respond to their prompts.
- Ask the cardholder to return the PINpad/terminal.
- Press the
key.
- The RETRY
TERMINAL TIME-OUT PRESS OK prompt appears.
TIME-OUT
REMOVE CARD
The cardholder has taken too long to respond to their prompts.
- Ask the cardholder to remove their card. The TIME-OUT RETURN TO CLERK prompt appears.
TIP IS NOT
SUPPORTED FOR
MAIL/TEL
Tip entry must be performed by the cardholder, but during a Mail Order/Telephone Order (MOTO) transaction, the cardholder is not present so if a tip amount is entered, the transaction will not be processed.
1. Press the
key
or wait for the terminal to return to the purchase amount confirmation
screen.
2. Respond to the prompts but, this time, do not enter a tip even though the tip prompt appears.
Transaction amount over maximum
The transaction amount exceeds the allowable amount for a single transaction using a gift/loyalty card.
If the transaction is a gift Purchase, do a split-tender transaction, or request another gift card or other form of payment.
Transaction Code Invalid
The gift/loyalty transaction cannot be voided (possibly because the card used for the transaction has already been deactivated).
TRANSACTION DATA
NOT FOUND
Top
of page
No EMV data could be found. Wait until the terminal returns to the ADMIN FUNCS menu.
TRANSACTION
NOT ALLOWED
The terminal has incorrectly interpreted a Maestro debit card as a credit card.
and
A Maestro debit card with non-debit
Service code has been swiped for any non-debit supported transaction
type (i.e., a transaction type other than Purchase, Refund,
Purchase-Void or Refund-Void).
or
A Maestro card has been manually entered.
Retry the transaction with a credit card.
Purchase
Void;
Refund Void;
No Original Authorization number was found in the current Batch
that matches the one that was keyed in. Wait until the ENTER
ORIGINAL AUTHORIZATION # entry screen reappears, and then check
your criteria, and try again. OR Press the
key to return to the READY screen.
-Credit
Refund Void:
No Original Authorization number was found in the current Batch
that matches the one that was keyed in. Wait until the ENTER
ORIGINAL AUTHORIZATION # entry screen reappears, and then check
your criteria, and try again. OR Press the
key to return to the READY screen.
Debit Purchase Void:
No transactions were found that match the criteria you entered
during one of the following reports:
- debit/credit
Stored Transactions or
gift/loyalty Stored Transactions
:
Wait until the PRINT DATE OR BATCH? prompt OR the ENTER CLERK ID
entry screen reappears then check your criteria and try again.
- Pre-Authorization
List:
Wait until the PRE-AUTH LIST menu OR the ENTER CLERK ID entry screen
reappears then check your criteria and try again.
- Transaction
Inquiry or gift/loyalty
Transaction Inquiry :
Wait until the CARD TO SEARCH menu OR the ENTER CLERK ID entry
screen reappears then check your criteria and try again.
OR
Press the
key three times to cancel the report and return
to the READY screen.
- SAF
Inquiry :
There are no SAF transactions
in the Air Miles log waiting to be uploaded.
OR
No transactions were found that match the Ernex reference number
you entered during an gift/loyalty VOID.
Check the Ernex reference number on the loyalty/gift receipt and
re-enter it to continue the transaction.
OR
No matching transaction was found during a Pre-Auth
Advice. Check the Sequence
number of the transaction you are trying to find and re-enter
it to continue the transaction.
TRANSFER NOT
ALLOWED FOR
THIS CARD
The
card to which you are attempting to transfer a gift balance is
not a variable amount gift card. Press the
key
to return to the READY screen.
USE MAGSTRIPE
Other methods of card entry (tap, insert and/or manual keying) have failed.
Swipe the card on the terminal's magnetic stripe reader.
The Stabilization Timer time entered during dial communication configuration is not valid.
Check the number of seconds entered and enter a valid value when the prompt re-appears.
VALID VALUES
ARE FROM 1 TO
15 MINUTES
The value for the SAF upload time period was less than 1 or greater than 15.
Check the value and enter a valid value.
VALID VALUES
ARE FROM 15 TO
999 SECONDS
The Backlight delay time is not valid.
Check the number of seconds entered and enter a valid value when the prompt re-appears.
VALID VALUES
ARE FROM 5 TO
90 SECONDS
The Ethernet time-out or retry time is not valid.
Check the number of seconds entered and enter a valid value when the prompt re-appears.
VALID VALUES
FROM 0 TO 30%
PRESS OK
This message is displayed if the preset Tip percentage is not in the right range.
Enter a valid value.
No points were awarded for the Air Miles Rewards transaction.
The READY screen appears after 3 seconds.
Check the values that were entered at the ENTER AMOUNT, ENTER QUANTITY and the BONUS OFFER selected. They may not qualify the transaction for points OR may have been entered incorrectly.