Common Error Messages - Nab EFTPOS Ingenico User Manual

COMMON ERROR MESSAGES

Below are some common error messages that may appear on your terminal that you can resolve
Message
DECLINED
OPERATOR TIMEOUT
SIGNATURE ERROR
TRANSACTION CANCELLED
CARD EXPIRED
BATCH FULL
INVALID NUMBER
NO RESPONSE
POWER FAILED
NO SIGNAL/
NETWORK ERROR
SYSTEM ERROR
Contact the Merchant Services Centre to resolve any other error codes. The numbers to call are noted on page 5.
58 NAB EFTPOS User Guide
Description
Card is not supported
The terminal has reached an
inactivity time out
Transaction has been cancelled
due to signature mismatch
Transaction has been deliberately
cancelled
An expired card has been presented
for payment
The transaction batch is full and the
terminal is unable to accept further
transactions
Card presented has failed a check
when it was read by the terminal
Communication error, no response
from host
No power to PINpad
No GPRS signal, or terminal is unable
to detect the signal
This is a terminal configuration issue
Action to take
Decline transaction.
Advise customer that the card cannot be accepted
by the terminal, and obtain another form of payment
The transaction is cancelled.
Wait for the error message to disappear and the
terminal to return to Idle state. Retry the transaction
Obtain another form of payment
Wait for the error message to disappear and the
terminal to return to Idle state. Retry the transaction
Decline transaction.
Advise customer that the card has expired, and obtain
another form of payment
Decline transaction.
Perform manual settlement and retry
the transaction
Decline the transaction.
Wait for the error message to disappear and
the terminal to return to Idle state. Retry the
transaction. If the error persists, advise customer
the card number is invalid and obtain another
form of payment
Decline the transaction.
Wait for the error message to disappear and
the terminal to return to Idle state. Retry the
transaction.
Remove terminal from base, and turn off terminal.
Ensure all cables are plugged in properly, and turn
on the terminal again. Ensure the battery symbol is
flashing (i.e. the terminal is charging).
Retry the transaction
Decline the transaction.
Restart the terminal and check for the GPRS signal
on the status bar
Call the Merchant Services Centre for help to resolve
the issue