Error messages on the Moneris Go terminal

Cannot connect to host.

The terminal cannot establish a connection to the Moneris host.

Refer to error message No connection.

Cannot process

Please re-try

There may be a problem with the customer’s card. Try the transaction again. If it fails again, ask the customer for another card or other form of payment.

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 Not Accepted

Try tapping/inserting/swiping the card again.  If the message re-appears, ask the customer for another form of payment.

Card not supported. Please re-try.

The card type swiped by the customer cannot be used for this transaction.

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 Removed

The chip card was removed during the transaction.

1.      Tap OK to clear the error message.

2.      Re-start the transaction.

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:

1.      Check their mobile device and respond to any prompts displayed there. They may need to enter a passcode.

2.      Tap OK or wait for the terminal to display the "Tap card" prompt.

3.      Tap the mobile device again.

Connection error

The terminal could not connect to Moneris.

Refer to error message No connection.

Contactless Transaction Limit Exceeded

The customer tapped a card for a dollar amount that exceeds the card’s contactless transaction limit.  

1.      Tap OK or wait for the terminal to display "Insert or swipe".

2.      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.

Refer to error message No connection.

Host sync failed

The terminal could not sync with the Moneris host.

1.      Check your connection to the Moneris host. Refer to error message No connection.

2.      Try to sync again.

Incorrect PIN

The PIN entered by the customer does not match the PIN on the card. Ask them to try again.

Insufficient access level

You do not have access to this operation.

To change your access level, contact your manager.

Invalid Expiry Date

Re-enter the expiry date in the correct 4 digit format.

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.

Login failed

Whoops! Looks like something went wrong.

Tap OK to clear the message.

Make sure your username and password are correct when signing in.

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 connection

Whoops! Looks like you’re not connected to the Internet

The terminal cannot establish a connection to Moneris.

For a 4G connection, follow these steps:

1.      Tap OK to clear the error message.

2.      Swipe down from the top of the screen if needed to reveal the status bar. Check the battery charge level and charge the battery as required.  

3.      Confirm that your terminal is connected to a 4G/3G network by checking for the presence of “4G” or “3G” in the status bar.

4.      Check the signal strength (number of bars) of the connection. It is best to have at least 2 bars to communicate with Moneris.

5.      Restart terminal. Press and hold the power button for about 2 seconds until a menu appears. Tap Reboot, then tap Reboot again to confirm.

To troubleshoot a Wi-Fi connection, follow these steps:

1.      Tap OK to clear the error message.

2.      Swipe down from the top of the screen if needed to reveal the status bar. Check the battery charge level and charge the battery as required.

3.      Ensure that your terminal is within range of your wireless router.

4.      Ensure the terminal is connected to the desired Wi-Fi network.

5.      Ensure that your Wi-Fi network is working. Contact your Internet Service Provider or your network helpdesk as needed.

6.      Restart your terminal. Press and hold the power button for about 2 seconds until a menu appears. Tap Reboot, then tap Reboot again to confirm.

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 the 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.

Not Completed

The transaction was not completed.  

Refer to error message No connection 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.

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 receipt paper.

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.  

Refer to error message No connection.

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.

Sorry, the PIN you entered is incorrect.

The customer entered an incorrect PIN.  Ask them to try again.

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:

1.      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.

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.

Sync failed

The terminal failed to sync with Moneris. Try syncing later.

If you continue to see this error message, check your network connection.  

Refer to error message No connection.

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.

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 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 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.

We're unable to connect

The terminal cannot establish a connection to the Moneris host.  

Refer to error message No connection.