A message will appear on the PINpad display if an error occurs. In the table below, find the error message that appears on the PINpad and try the solution. If the error message re-appears, contact the Moneris Merchant Service Centre for assistance.
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. |
Authenticate |
xxx = the application name or "OS" or "Sec Data" or " SSA" |
CANNOT SWIPE |
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. |
Can't Read |
|
CARD NOT |
There are two
possible problems: - During a Payment or Payment Void transaction, you have swiped a card at the SWIPE OR INSERT CARD prompt that is not a Private Label card. Check the card to ensure that it is a Private Label card. Check the card and press CORR on the PINpad then If the WELCOME/BONJOUR screen appears on the PINpad, retry the transaction. If the SWIPE OR INSERT CARD prompt appears on the PINpad, swipe the card again. You may need to swipe the card more quickly or more slowly or from the front of the reader back to read it properly. If the message reappears, swipe the card on the 6200. If the message re-appears on the 6200: |
CARD PROBLEM |
You have swiped a card on the PINpad's magnetic stripe reader and the card stripe could not be read properly. Press CORR on the PINpad,
then: If the message reappears, press CORR on the PINpad then swipe the card on the 6200. If the messages re-appears on the 6200: |
CARD REMOVED |
The chip card was removed from the chip card reader on the PINpad during the transaction, before the REMOVE CARD prompt was displayed. The transaction is cancelled. Start the transaction on the 6200 again and leave the chip card in the chip card reader until the REMOVE CARD prompt appears. |
Certific File |
|
CFS xxx |
xxx = CFS name |
CFS xxx has |
xxx = application name or CFS name |
CFS xxx MAC |
xxx = CFS name |
CHECK |
Contact the Moneris Merchant Service Centre for assistance. |
CHECK ECR |
Contact the Moneris Merchant Service Centre for assistance. |
CHIP NOT ALLOWED |
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. |
CHIP TYPE |
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. |
DECLINED BY CARD |
The chip card has declined the transaction. - The PINpad beeps once per second until the chip card is removed. |
Err Authenticate |
xxx = CFS name |
File xxx |
xxx = path/ DFS file name |
INCORRECT PIN |
The PIN entered does not match the PIN on the card. - The cardholder presses OK
on the PINpad. 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 |
The second attempt to enter a PIN for this transaction was incorrect. The cardholder can try one more time. - The cardholder presses OK
on the PINpad. If the PIN is entered incorrectly again, the transaction is
cancelled. |
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 OK to continue. |
Lose Certific |
|
NO APPLICATIONS |
Contact the Moneris Merchant Service Centre for assistance. |
NO SUPPORTED |
The applications available on the terminal do not match any of the applications on the chip card. - Remove the chip card from the chip card reader on the PINpad. |
NOT ACCEPTED |
The chip card
inserted cannot be read Ask the cardholder to remove the chip card from the chip card reader on the PINpad. If the SWIPE CARD prompt appears on the PINpad: |
NOT COMPLETED |
A prompt requiring data entry was left blank too long. The transaction has been cancelled. - If the REMOVE CARD message appears under the NOT COMPLETED
message, remove the chip card from the chip card reader on the
PINpad. |
PIN MUST BE |
The cardholder has entered a PIN that was too short (less than 4 digits) or too long (more than 12 digits). When the ENTER PIN prompt reappears on the PINpad: |
PIN TRIES |
The cardholder keyed in an incorrect PIN too many times in a row for this transaction. The transaction is cancelled. - If the REMOVE CARD message appears under the PIN RETRIES EXCEEDED
message, remove the chip card from the chip card reader on the
PINpad. |
REMOVE CARD |
A chip card has been left in the chip card reader on the PINpad after the transaction was completed. The terminal will beep once per second until the card is removed. - Remove the chip card from the chip card reader. The WELCOME/BONJOUR prompt will appear on the screen. |
SSA |
|
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 CANCEL on the
PINpad. If the message reappears, contact the Moneris Merchant Service Centre for assistance. |
SYSTEM PROBLEM |
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 CANCEL on the
PINpad. |
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. |