ERROR MESSAGE
PROBLEM & SOLUTION
BATCH ALMOST FULL
The GIFT & LOYALTY Batch Limit on the terminal has almost been reached.
Perform a GIFT & LOYALTY batch close (see Gift & Loyalty Batch Close) and a DEBIT & CREDIT batch close if applicable (see Processing a Batch Close).
BATCH FULL
The batch is full.
If your account is configured for System Close, perform a Batch Reclaim now.
If your account is configured for Merchant Close, perform your normal end of day process now, even though it might not be the end of your day.
Batch Reclaim
Not Required
You tried to perform a Batch Reclaim, but your batch is not yet near capacity.
Press the green OK key to return to the transactions menu.
The type of card swiped on the terminal does not match the card type selected at the READY screen. For example, a Debit card was swiped during a Credit Pre-Authorization transaction or a Gift Card was swiped for a Loyalty Card transaction.
Try swiping the card again.
If this message reappears, press the red CANC ANNUL key to cancel the transaction and retry the transaction.
-OR-
Your merchant account with Moneris is not set up to accept the card type that was swiped.
Request another form of payment.
If desired, contact the Moneris Merchant Service Centre to discuss how to add the card type to your merchant account.
CARD REMOVED
The chip card was removed before the end of the transaction.
Refer to "TRANS CANCELLED OK to Continue" in this table for more information.
CARD SWIPE ERROR
There is a problem with the magnetic stripe on the card that was swiped.
Try swiping the card again, this time more slowly or quickly, or from front of the terminal to the back.
If the message reappears:
for credit card with stripe – key in the card number.
for debit card with stripe or chip – request another form of payment.
CARRIER TIME-OUT
The terminal was not able to connect to the wireless Ethernet provider.
Press the green OK key to return to the transactions menu and try the transaction again.
Chip
Malfunction
Use Mag Stripe
There was an error reading the chip card.
Remove the card and retry the transaction. If the message reappears, swipe the card.
CHIP CARD SWIPED
A chip-enabled card was swiped.
Insert the card in the chip card reader and resume the transaction.
CONNECT FAILED
The terminal could not connect via wireless Ethernet.
Press the green OK key to return to the transactions menu.
Ensure the SIM card is in the SIM card slot and is inserted correctly then retry the transaction.
This symbol appears when the terminal is in Demo Mode.
Exit Demo Mode to remove the symbol from the display.
About
UTILITIES>
The "8" key was pressed when the terminal was at the applications menu (e.g. attempting to key in a dollar value of $8.00 or another value that includes an 8).
Press the * (asterisk) key to return to the applications menu.
Empty Batch
There are no transactions in the current open batch
OR
If you attempt a Pre Auth Completion but there are no uncompleted pre auths in the terminal memory, the Empty Batch message appears.
Press the green OK key to return to the Pre Auth menu.
ERR READ CARD NO.
There is a problem with the magnetic stripe on the card that was swiped.
Try swiping the card again, this time more slowly or quickly, or from front of the terminal to the back.
If the message reappears:
for credit card with stripe – key in the card number.
for credit card with chip – swipe the card.
for debit card with stripe or chip – request another form of payment.
EXCEEDS REFUND LIMIT
The total value of refunds performed today is greater than your daily refund limit.
Call the Moneris Merchant Service Centre for a temporary increase. Please have the original purchase receipt available for reference.
Exc Refund Limit
The total value of refunds performed today is greater than your daily refund limit.
Call the Moneris Merchant Service Centre for a temporary increase. Please have the original purchase receipt available for reference.
EXPIRED CARD
The expiry date on the card that was swiped has passed.
Request another form of payment.
The terminal has been logged off to protect it from attempts to perform unauthorized transactions.
Perform a Logon transaction.
Init Failed 0xx
If the prompt reappears, contact the Moneris Merchant Service Centre for assistance.
When this message is displayed at the top of the screen (alternating with the date and time), the Moneris host is requesting a re-initialization of the terminal.
INVALID ACCNT NO.
During a swiped credit card transaction, the digits entered as the last four of the credit card do not match the last four digits of the card number encoded on the card's magnetic stripe.
Check the card number and re-enter the last four digits when the "Last 4 digits:" prompt re-appears.
If the prompt reappears, contact the Moneris Merchant Service Centre for assistance.
INVALID CARD
An invalid card type was used.
Use another card or request another form of payment.
INVALID DATE
The
date entered is not a valid date.
The date must be entered in the MMYY format and must be a valid
calendar date, e.g. 1409 is not a valid date.
Check the date and re-enter it when the prompt re-appears.
Invalid Password
Press the red CANC ANNUL key, then re-enter the manager password and press the green OK key.
Inv#
7 char max
Press OK key
The Private Label card or Purchasing card used for this transaction only supports invoice numbers with a maximum of 7 characters. The invoice number keyed in earlier in the transaction was longer than 7 characters.
Press the green OK key. The "Invoice #:" entry screen appears.
Check the invoice number, enter the correct number of characters and press the green OK key to continue the transaction.
IP CONNECTION FAILED
The terminal could not connect via wireless Ethernet.
Press the green OK key to return to the transactions menu.
Ensure the SIM card is in the SIM card slot and is inserted correctly then retry the transaction.
NO MATCH
The information you have used to find a transaction in memory can not be found.
Check the information and try again.
No Merch ID Match
Any Key to Exit
This message may occur during initialization. Check the Merchant ID displayed on the terminal against your records to ensure you have the correct value entered. Re-enter the value and try initializing again.
No Ppad SN Match
Any Key to Exit
This message may occur during initialization.
If the prompt reappears, contact the Moneris Merchant Service Centre for assistance.
The Cashback amount requested exceeds the maximum cashback value set on the terminal.
Ask the cardholder to key in an amount lower than the maximum amount when the "Cash: " prompt re-appears.
If this error message appears on a regular basis, consider increasing the cashback limit set on the terminal.
OR
The total amount of the transaction, including the amount, tip and Cashback, exceeds $999,999.99.
Ask the cardholder to key in lower amounts when prompted.
OR
If this message appears while the terminal is in Demo mode, ensure the amount of the transaction plus Cashback is $1.00 or less, and the tip is $1.00 or less.
A problem has been detected with the printer.
Open the printer and check that:
there is paper in the printer
the paper feed is clear
the paper roll is seated correctly.
Close the printer lid and ensure that it is closed completely.
If the problem is fixed:
The printer will finish printing the receipt or report that was
in progress and complete the transaction.
If the problem is not fixed:
Press the green OK key.
The terminal will complete the transaction. Fix the problem then
reprint
the transaction.
Note: Transactions should not be performed until the printer problem is fixed.
PIN CANCELLED
or
PIN Cancelled
This message occurs:
when a customer removes their chip card at the “Enter PIN & OK” prompt
when a customer presses the CANC ANNUL key at the “Enter PIN & OK” prompt
Refer to “TRANS CANCELLED OK to Continue” in this table for more information.
PRINTER ERR
Open the printer, check that there is a paper roll and that the roll is loaded properly then close the printer.
Note: If the battery charge level is at less than 20%, the terminal cannot print receipts however transactions can still be processed. Please the terminal on the charging base to print receipts.
There is a problem with the magnetic stripe on the card that was swiped.
Try swiping the card again, this time more slowly or quickly, or from front of the terminal to the back.
If the message reappears:
for credit card with stripe – key in the card number.
for credit card with chip – swipe the card.
for debit card with stripe or chip – request another form of payment.
RECORD NOT FOUND
The information you have used to find a transaction in memory can not be found.
Check the information and try again.
REFUND LIMIT EXCEEDED
The total value of refunds performed today is greater than your daily refund limit.
Call the Moneris Merchant Service Centre for a temporary increase. Please have the original purchase receipt available for reference.
Select YES to retry the transaction. The terminal will try to send the transaction to the Moneris host using the card data already entered.
Select NO to return to the transactions menu.
The connection with the Moneris host was lost during the batch close function and the settlement was not completed.
Try the Batch Close again. If the batch totals are $0, print a Deposit Totals report and a Stored Transactions report then call the Moneris Merchant Service Centre.
This message will be followed by one of the three following messages:
TCP INIT ERR: ####
TCP RECV ERR: ####
TCP SEND ERR: ####
A communication error has occurred.
Call the Moneris Merchant Service Centre and give the agent the four-digit number.
You have tried to add too many Clerk IDs or Terminal Names.
You can add a maximum of 255 different Clerk IDs and 100 different Terminal Names.
TCP INIT ERR: ####
Refer to the SYSTEM PROBLEM error message.
TCP RECV ERR: ####
Refer to the SYSTEM PROBLEM error message.
TCP SEND ERR: ####
Refer to the SYSTEM PROBLEM error message.
TERMINAL
LOCKED
Call Service Centre
MM/DD/YY
Unlock Number: nnnn
Password:
You have locked your terminal by attempting more than 5 invalid password entries.
Call the Moneris Merchant Service Centre and quote the date and Unlock Number to the agent to unlock the terminal.
TIP ERROR
The cardholder has keyed in a tip amount that is greater that the standard percentage or a tip percentage that is not defined in the terminal.
TRANS CANCELLED
OK to Continue
This message occurs:
when a customer removes their chip card at the “Enter PIN & OK” prompt
when a customer presses the CANC ANNUL key at the “Enter PIN & OK” prompt
Press the green OK key on the terminal twice to print the Customer and Merchant copy of the cancelled receipt.
Retry the transaction.
TRANS NOT ALLOWED
You have attempted to perform a transaction that is either not configured on your terminal or not set up in your merchant account.
If this appears during a Batch Close transaction, your merchant account is set up to close your batches automatically. Simply print a Merchant Sub-totals report at the end of each business day.
Call the Moneris Merchant Service Centre for assistance.
USE MAG STRIPE ON TERMINAL
Your terminal is configured for Visa Debit Opt Out and you have attempted to perform a Visa Debit transaction. The message appears when you remove the card from the terminal after you receive a "Card Not Accepted" message and then press the green OK key at the "Remove Card" prompt.
Press the red CANC ANNUL key and request another form of payment.