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. |
CANNOT SWIPE |
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. |
CHIP NOT ALLOWED |
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. |
CHIP TYPE |
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. |
CONTACTLESS |
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. |
DECLINED |
The DCC currency rate look-up has failed. Choose one of the options below: • To re-send the rate look-up request, press the green key on the terminal. The terminal displays PLEASE WAIT while waiting to receive the currency information. • To cancel the transaction completely, press the red key on the terminal. The terminal returns to the READY screen. You may now start a new transaction. |
DECLINED BY CARD |
The chip card has declined the transaction. - The PINpad beeps once per second until the chip card is removed. |
INCORRECT PIN |
The PIN entered does not match the PIN on the card. - The cardholder presses the
key
on the PINpad. 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 |
The second attempt to enter a PIN for this transaction was incorrect. The cardholder can try one more time. - The cardholder presses the
key
on the PINpad. If the PIN is entered incorrectly again, the transaction is
cancelled. |
INVALID ENTRY |
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 the key to continue. |
SYSTEM PROBLEM |
One or more of the messages sent between the PINpad, the terminal and the Moneris Host are missing data or have incorrect data. - Press the
key on the PINpad. If the message reappears, contact the Moneris Merchant Service Centre for assistance. |
SYSTEM PROBLEM |
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 the
key on the PINpad. |
TIME-OUT |
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. |
USE MAGSTRIPE |
Other methods of card entry have failed. When the SWIPE CARD prompt re-appears, swipe the card on the PINpad's magnetic stripe reader. |
WRONG CARD TYPE |
Ensure the card is the correct type for the transaction (e.g. a credit card for a Pre-Auth). - Press the
key on the PINpad. |