Error Messages on the Moneris VX 520 Terminal

A message will appear on the display if an error occurs. In the table below, find the error message that appears on the terminal and try the solution. If the error message re-appears, contact the Moneris Merchant Service Centre for assistance.

All error messages are listed in alphabetical order (regardless of their cause).

ERROR MESSAGE

PROBLEM & SOLUTION

Adjust Not Allow

You cannot perform a Correction (void) on a Contactless Purchase or Refund.

APP EXPIRED

The application on the contactless card is expired.

Request another form of payment.

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 Green_Key.jpg key to return to the transactions menu.

CARD BLOCKED

The contactless card was blocked.

Request another form of payment.

Card Fail
Insert or Swipe

There was an error reading the contactless card.

Insert or swipe the same card or another card.

Card Fail

There was an error reading the contactless card.

Request another form of payment.

CARD NOT SUPPORTED

or

INVALID CARD

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.

CD NOT SUPPORTED

The type of contactless card tapped is not supported by the contactless reader.

OR

The contactless card was tapped too fast.

Retry the tap - if the same error occurs, request another form of payment.

OR

You performed a Balance Inquiry on a card that does not allow balance inquiries.

        For pre-paid credit cards: The customer must contact the card issuer to determine the balance.

        For all other cards: Press the green Green_Key.jpg key to return to the transactions menu.

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.

CommServer Not Responding to VMAC

The Ethernet cable was connected to the Magic Box and the wall jack while you configured the static IP parameters.

Power off then power on the terminal (leave the Ethernet cable connected to the Magic Box and the wall jack).

CONNECTION FAILED

The IP connection failed.

1.      Check all connections on the cables to make sure everything is plugged in correctly.

2.      Check that the router and hub/switch (if any) are functioning and are correctly configured. Refer to the IP Readiness Checklist.

3.      Confirm the network is functioning – contact the ISP for help.

If the message re-appears, call the Moneris Merchant Service Centre.

DECLINED BY CARD – XXX

The chip card was declined by the terminal.

Re-try the transaction. If the message re-appears, request another form of payment.

demo_mode_icon.jpg  

This symbol appears when the terminal is in Demo Mode.

Exit Demo Mode to remove the symbol from the display.

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 Green_Key.jpg 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 LIMIT

INSERT OR SWIPE

The transaction amount is over the contactless card's maximum Contactless Dollar Value (CDV).

Insert or swipe the same card or another card.

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.

HOST LOGON REQUIRED

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.

INIT REQUIRED

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 Amount

The amount entered is invalid. During a transaction: Tip amount, cashback was too high.

Check the amount and re-enter a valid amount.

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 Red_Key.jpg key, then re-enter the manager password and press the green Green_Key.jpg key.

IMPORTANT: If the manager password is entered incorrectly five times in a row, the terminal will lock and will be unable to perform transactions. To unlock the terminal, contact the Moneris Merchant Service Centre and request a password reset.

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 Green_Key.jpg key. The "Invoice #:" entry screen appears.

Check the invoice number, enter the correct number of characters and press the green Green_Key.jpg key to continue the transaction.

LINE BUSY

Check if the phone line is shared with another piece of equipment, e.g. a fax machine.

If it is, disconnect the other piece of equipment to leave the line free for the terminal and try the transaction again.

OR

Check if a prefix is required to dial out.

If it is, set the PABX code to the required prefix then try the transaction again.

Must Insert Card

A chip-enabled card was swiped.

Insert the card in the chip card reader and resume the transaction.

Must Settle Soon

Your batch is very nearly at capacity.

        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.

NO ACTIVITY

There are no transactions associated with that clerk ID.

OR

That clerk ID entered does not exist.

Check the clerk ID and try the Clerk Subtotals report again.

No Chip CD On Pre Auth
Please Remove Card

Your terminal is not configured to process Pre Auth transactions using a chip card and a chip card has been inserted during a Pre Auth transaction.

Remove the chip card, press the red Red_Key.jpg key to return to the transactions menu and perform a Purchase transaction with the chip card.

NO LINE

The terminal cannot detect a dial communications line.

1.      Check that all communications cables are connected to the Magic Box and the wall jack correctly. If they are, check the phone line for dial tone.

2.      Check that the phone line is an analog dial line. The terminal will not work on a digital phone line or on VoIP.

3.      Try the transaction again. If the message reappears, unplug and replug the power cable at the power source.

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 NETWORK CONNECTION

Check the communications cable to ensure it is connected to the terminal and the wall jack.

NOT COMPLETED

The transaction was not completed, most likely because of a communication error. A "Not Completed" receipt is printed.

Check the communication setup: for merchants on dial connection, check Configuring Dial Communications. For merchants on IP connections, check Configuring Dynamic IP Communications or Configuring Static IP Communications.

Begin a new transaction.

Out of Range

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.

Paper Out

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 Green_Key.jpg 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.

PHONE NUM FLDS EMPTY

The terminal has attempted to dial out but the phone number parameters are empty. If this message occurs during:

        a financial transaction, call the Moneris Merchant Service Centre for assistance.

        a Batch Close transaction, perform a Re-initialization then try the transaction again.

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  red Red_Key.jpg key at the “Enter PIN & OK” prompt

Refer to “TRANS CANCELLED OK to Continue” in this table for more information.

PRINTER ERROR

Open the printer, check that there is a paper roll and that the roll is loaded properly then close the printer.

PRESENT 1 CARD

Two or more contactless cards were detected in the range of the contactless reader.

Request the customer to use one contactless card only.

READ CARD ERR

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.

RETRY TRAN?

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.

SETTLE FAILED

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.

SYSTEM PROBLEM

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.

TABLE FULL

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.

TAP NOT ACCEPTED

INSERT OR SWIPE

A contactless error occurred during the transaction.

Insert or swipe the same card or another card.

TCP Error ########

There has been a communication error with the host, most likely due to firewall configuration.

Check that the router and hub/switch (if any) are correctly configured. Please refer to the Moneris IP Readiness Checklist available at moneris.com/checklist.

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 red Red_Key.jpg key at the “Enter PIN & OK” prompt

1.      Press the  green Green_Key.jpg key on the terminal twice to print the Customer and Merchant copy of the cancelled receipt.

2.      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 Green_Key.jpg key at the "Remove Card" prompt.

Press the  red Red_Key.jpg key and request another form of payment.