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 the
key
on the terminal to continue the transaction.
CANNOT SWIPE
CHIP CARD
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.
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.
- 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
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.
CONTACTLESS
TRANSACTION
LIMIT EXCEEDED
A credit card was tapped for an amount that exceeds the card’s maximum Contactless Dollar Value. If the card has a chip, insert it into the terminal chip reader; otherwise, swipe the card.
DECLINED BY CARD
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.
INCORRECT PIN
PRESS OK
The PIN entered does not match the PIN on the card.
- The cardholder presses the
key
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
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.
- 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
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.
- Wait a few moments.
- Restart the transaction on the 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 the
key on the PINpad.
- Request an alternate form of payment.
TAP
FAILED
PLEASE INSERT
OR SWIPE CARD
The contactless reader was unable to read a card or (contactless debit only) the card has been tapped for an amount that exceeds its maximum Contactless Dollar Value. 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.
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.
- Press the
key on the PINpad.
- Wait a few moments.
- Restart the transaction on the terminal.
WRONG CARD TYPE
USED
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.
- Wait a few moments
- Retry the transaction on the terminal.