Troubleshooting - Ingenico iWL220 Quick Reference Manual

Before calling the Helpdesk, please use the troubleshooting guide below to help resolve common issues. If these do
not provide a solution, then please contact our Technical Helpdesk on 0800 54 24 123.
TERMINAL DISPLAY
Whilst 123Send / 123Hire will endeavour to resolve any issue with your terminal in a timely manner we cannot
guarantee network connection.
PLEASE BE AWARE 123SEND / 123HIRE CANNOT BE HELD RESPONSIBLE FOR NETWORK ISSUES.
PLEASE REFER TO YOUR TERMS AND CONDITIONS FOR FURTHER CLARIFICATION.

Troubleshooting

The terminal is unable to communicate.
Try powering down the terminal and rebooting to try and establish a network connection.
If the GPRS status shows NO SIM, turn the terminal off, remove the SIM card and wipe
with a clean, dry cloth. Reinsert the SIM card and switch the terminal back on. If GPRS
Status shows NO SIM, contact the Helpdesk on 0800 54 24 123.
The customer's card inserted is not configured for the selected transaction type. Ask the
customer to pay by some other means.
The selected operation is not allowed for the card presented or the card is faulty. Ask the
customer to pay by some other means and advise them to contact their Card Issuer.
The selected operation is not allowed for the card presented, or the card is faulty. Try to
process the payment one more time. If the terminal displays the same message ask the
customer to pay by some other means and advise them to contact their Card Issuer
A referral has occurred. Call the Authorisation Centre on the number displayed or printed
by the terminal for voice authorisation of this transaction
The card issuer has declined to authorise the transaction, ask the customer to pay by
The terminal has not successfully contacted the Payment Processing Host within 3 dial
attempts. The diagnostic codes printed on the subsequent receipt will show whether there
is a problem with the network or the Payment Processor's Host system. Check signal
strength and if network coverage is good but problem persists, contact the Helpdesk.
The card presented is a card type that is not supported, or is damaged and cannot be
read by the terminal. Try to process the payment one more time and if the terminal
displays the same message ask the customer to pay by some other means and advise
You have attempted to perform a transaction but the payment processing provider has
not set you up for this facility, e.g. Cashback or Customer Not Present Transaction.
DESCRIPTION
another means.
them to contact their Card Issuer
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