Error Messages on the iCT250 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.

If an error message appears on the external PINpad, refer to the " Error Messages on the PINpad " .

If the terminal is set up as a semi-integrated device to work with your ECR, refer also to the "Error Messages in Semi-Integrated Mode" section for error messages specific to using the terminal in Semi-Integrated mode.  

IMPORTANT:  If you are using PUBLIC IP communication, you may need to contact your ISP for assistance before contacting Moneris. Check the Error Message resolution to determine if this is the case.

All error messages are listed in alphabetical order (regardless of their cause).
Click on the first letter of the error message to access the first message that starts with that letter.
Symbols
  A   B   C   D   E   F   G   H   I   J   K   L   M   N   O   P   Q   R   S   T  U   V   W  X   Y   Z

ERROR MESSAGE

PROBLEM & SOLUTION

ict250_icon__ethernet.jpg

not coloured green
= Ethernet
Connection
Not Available

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MAIN MENU, TRANSACTIONS, REPORT This icon (which always appears at the top of the display screen) is coloured green when an Ethernet connection has been established.  If it is not coloured green, there is a problem with your Ethernet connection.

If a dial cable is connected to the terminal's magic box, the terminal will attempt to use dial communication.

1.  See the solution for the ETHERNET DOWN PRESS OK error message.

2.  Check that your Internet service is available.
- If it is not available, contact your ISP.
- If it is available, contact the Moneris Merchant Service Centre for assistance.

saf_90.jpg

= SAF Log 90% Full

This icon appears on the following menus when the SAF log is nearly full: MAIN MENU, TRANSACTIONS, REPORT FUNCS, ADMIN FUNCS, and CONFIG FUNCS.

A manual SAF Upload transaction should be performed as soon as possible.

 

saf_full.jpg

= SAF Log is
100% Full

This icon appears on the following menus when the SAF log is full: MAIN MENU, TRANSACTIONS, REPORT FUNCS, ADMIN FUNCS, and CONFIG FUNCS.

The next time the terminal returns to the READY screen, it will perform an automatic SAF Upload . No other transactions (Air Miles, debit, credit or Ernex) can be processed until the SAF Upload has been successfully completed.

Wait while the terminal performs the SAF Upload .

Do NOT cancel the SAF Upload . It must be completed before any other transactions can be performed.

TRAINING

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This text appears on the READY screen when the terminal is in Training mode.

Exit Training mode to remove the text from the display.

training_icon.gif  
= Training Mode

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This icon appears on the following menus when the terminal is in Training mode: MAIN MENU, TRANSACTIONS, REPORT FUNCS, ADMIN FUNCS, and CONFIG FUNCS.

Exit Training mode to remove the icon from the display.

AMOUNT EXCEEDED
RETURN TO CLERK

or

AMOUNT EXCEEDED
RETURN PINPAD

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The Refund Amount entered exceeds the limit set on the terminal during Initialization.

- Ask the cardholder to return the PINpad/ terminal.
- Press the key_okay-r.jpg  key to display the merchant prompts.
- The REFUND LIMIT EXCEEDED prompt appears.

APP CA06

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Contact the Moneris Merchant Service Centre for assistance.

ASSERT

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Contact the Moneris Merchant Service Centre for assistance.

CANCELLED
REMOVE CARD

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The key_cancel.jpg key was pressed during a chip card transaction:

- Remove the chip card from the chip card reader.  The terminal will beep once per second until the card is removed.
-  If receipts had begun printing before the card was removed, CARD REMOVED and CANCELLED are printed on the receipt.
-
The READY screen appears.

CANCELLED
RETURN TO CLERK

or

CANCELLED
RETURN PINPAD

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The cardholder has pressed the key_cancel.jpg key during the cardholder prompts.

- Ask the cardholder to return the PINpad/ terminal.
- Press the key_okay-r.jpg  key to display the merchant prompts.
- Retry the transaction.

If an external PINpad is attached, the terminal will display CANCELLED, then print a CANCELLED receipt.
Press the key_cancel.jpg key or the key_okay-r.jpg  key on the terminal again to finish cancelling the transaction.
The terminal returns to the READY screen.

CANNOT SWIPE
CHIP CARD
PRESS OK

A chip card was swiped on the magnetic stripe card reader; however, this is not allowed for this card.

- Press the key_okay-r.jpg  key to return the READY screen
- Request another form of payment.

CARD BLOCKED
REMOVE CARD

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The chip card that you inserted cannot be used.

CARD NOT
ACTIVE

The gift/loyalty card you entered has not been activated.  Refer to the Activate a Gift Card or Activate a Loyalty Card procedures.

CARD NOT
SUPPORTED

or

CARD NOT
SUPPORTED
PLEASE RETRY

 

 

 

 

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There are a number of possible problems:
- You have keyed in or swiped a credit or debit or gift/loyalty card that is not valid. Check that the cardholder has activated the card with their financial institution.

- You have keyed in or swiped a card at the SWIPE ADMIN CARD prompt that is not a POS Admin card. Check the card to ensure that it is a POS Admin Card.

- You have keyed in a credit card or debit chip card or gift card/loyalty number that is not valid. Check that you have keyed in the card number exactly as it appears on the card.

- During a Payment or Payment Void transaction, you have keyed in or 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 (or Card number) then:

If the READY screen appears, retry the transaction.

If the SWIPE OR INSERT CARD prompt appears, swipe (or key in) 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 this message appears again:

 - For a credit card that was swiped: try the transaction again, but key in the Card number
 - For a keyed in credit Card number or a debit card: cancel the transaction and request another form of payment.
 - For a private label card: cancel the transaction.

 Direct the cardholder to report the problem to their card issuer.

CARD PROBLEM

or

CARD PROBLEM
PLEASE RETRY

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You have swiped a card on the terminal's magnetic stripe reader and the card stripe could not be read properly.

If the READY screen appears, retry the transaction.  If the SWIPE OR INSERT CARD prompt appears, try swiping the card more quickly or more slowly or from the front of the reader back.

If this is a contactless transaction:  The reader could not read all of the information that it required, or there is more than one contactless card within range of the reader.  

1. Hold the card by itself in front of the reader for 3 to 5 seconds until the reader beeps.  Try this step twice more if it doesn't work the first time.

2. If step 1 doesn’t work, try inserting the card into the chip reader if the card is also a chip card.  

3. If step 2 doesn’t work, try swiping the card on the terminal.

4. If step 3 doesn’t work, manually enter the card number, or use an alternative form of payment.

CARD REMOVED
RETURN TO CLERK

or

CARD REMOVED
RETURN PINPAD

The chip card was removed from the chip card reader during the cardholder prompts, before the REMOVE CARD prompt was displayed.

The transaction is cancelled.

- Retrieve the terminal from the cardholder.
- Wait until the CARD REMOVED PRESS OK prompt appears.

CARD REMOVED
PRESS OK

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The chip card was removed before the transaction was completed and has been cancelled.

- Press the key_okay-r.jpg  key.
- The CARD REMOVED prompt appears while the receipts are printed.
- CARD REMOVED and CANCELLED are printed on the receipt.
-
The READY screen appears.

CASH BACK
EXCEEDS LIMIT

OR

CASH BACK
LIMIT EXCEEDED

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The Cashback amount requested exceeds the limit set on the terminal.

Enter a lower amount for Cashback when the prompt re-appears.

If this error message appears on a regular basis, consider increasing the Cashback limit set on the terminal.

CHECK PHONE
THEN TAP AGAIN

The customer may see this error message when paying by tapping a mobile device (e.g. a mobile phone, tablet, e-reader, watch, key fob, mobile tag, etc ).  The customer performs the following actions:

1. Checks the mobile device and responds to any prompts displayed there.  They may need to enter a passcode.

2. Presses the key_okay-r.jpg key or waits for the terminal to return to the SWIPE/INSERT/TAP CARD prompt.

3. Taps the mobile device again.

CHECK PRINTER

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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 key_okay-r.jpg  key. The terminal will complete the transaction. Fix the problem then reprint the transaction.

CHIP NOT ALLOWED   
DO PURCHASE           
PRESS OK

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- Press the key_okay-r.jpg  key again to return to the READY screen.

- Process a Purchase using the Chip card.  Refer to Purchase with Tip Entry Enabled or Purchase with Tip Entry Disabled.
OR
- request another credit card and retry the Pre-Authorization.

CHIP NOT ALLOWED
DO PURCHASE
REMOVE CARD

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A chip card has been used to attempt a Pre-Authorization transaction and the terminal is not configured to allow this.

If this appears during merchant prompts:

- You remove the chip card
- Press the key_okay-r.jpg  key to return to the READY screen.

If this message appears during the cardholder prompts:

- the cardholder removes the card.
- The CHIP NOT ALLOWED DO PURCHASE RETURN TO CLERK prompt appears.

CHIP NOT ALLOWED
DO PURCHASE
RETURN TO CLERK

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The cardholder passes the terminal back to you.

- Press the key_okay-r.jpg  key. THE CHIP NOT ALLOWED DO PURCHASE PRESS OK prompt appears.
- Press the key_okay-r.jpg  key again to return to the READY screen.
- Process a Purchase using the Chip card.  Refer to Purchase with Tip Entry Enabled or Purchase with Tip Entry Disabled.
OR
- request another credit card and retry the Pre-Authorization.

CHIP TYPE
NOT SUPPORTED
REMOVE CARD

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The chip on the chip card cannot be used on this terminal.

- Remove the chip card.
- The SWIPE OR INSERT CARD prompt appears.
- Swipe the chip card on the magnetic stripe card reader to start the transaction.

CLERK ID NOT
SETUP
PRESS OK

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The Default Clerk ID has not been set.

Press the key_okay-r.jpg  key to return to the READY screen.

If you wish to use a Default Clerk ID, add the Default Clerk ID. OR If you wish to use a number of Clerk IDs, change the prompt for Clerk ID to YES.

CONTACTLESS
TRANSACTION
LIMIT EXCEEDED

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A credit card was tapped for an amount that exceeds the card’s Contactless Transaction Limit.  If the card has a chip, insert it into the terminal chip reader; otherwise, swipe the card.

CUSTOMER -
INSERT CARD
INTO READER

A chip card was swiped on the Magnetic Stripe Card Reader instead of inserted into the chip card reader.

Insert the card into the chip card reader to start the transaction.

DECLINED ...

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See Declined Messages.

DO A PURCHASE
WITH CHIP CARD

The chip card cannot be used for a Pre-Auth transaction because the terminal is not configured to allow this. Retrieve the terminal or ipp320, remove the chip card, pressthe key_okay-r.jpg  key, and perform a Purchase using the chip card.

The chip card cannot be used for a Pre-Auth transaction because the terminal is not configured to allow this.  

Retrieve the terminal or PINpad , remove the chip card, press the key_okay-r.jpg  key, and perform a credit Purchase using the chip card.

DUPLICATE TERMINAL NAME

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The terminal name you have attempted to assign to this terminal is already assigned to another one of your terminals.

Try keying in another terminal name.
OR
To assign the terminal name to this terminal, first delete it from the other terminal then assign it to this one.

ERROR 401
COMM ERROR

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An unknown communication error has occurred.

Press the key_okay-r.jpg  key to return to the READY screen and try the transaction again.

If the message reappears, contact the Moneris Merchant Service Centre for assistance.

ERROR 402
HOST DISCONNECT

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The Host has dropped the connection to the terminal during a transaction.

Press the key_okay-r.jpg  key to return to the READY screen and try the transaction again.

If the message reappears, contact the Moneris Merchant Service Centre for assistance.

ERROR 403
CONNECTION LOST

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The terminal has lost the connection to the Host during a transaction.

Press the key_okay-r.jpg  key to return to the READY screen and try the transaction again.

If the message reappears, contact the Moneris Merchant Service Centre for assistance.

ERROR 405
NO ENQ FROM HOST

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This applies to dial Communication only.

The terminal has connected to the Host but the Host has not responded with the ENQ to begin data transmission.

Press the key_okay-r.jpg  key to return to the READY screen and try the transaction again.

If the message reappears, contact the Moneris Merchant Service Centre for assistance.

ERROR 406
NO NETWORK RESP

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The terminal has sent the transaction request to the Host but the Host has not responded.

Press the key_okay-r.jpg  key to return to the READY screen and try the transaction again.

If the message reappears, contact the Moneris Merchant Service Centre for assistance.

ERROR 407
ACK NOT SENT

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The application did not send the final message to the Moneris Host. The transaction is considered cancelled.

- Press the key_okay-r.jpg  key.
- If a chip card was used in the transaction, remove the chip card.
- Any receipts finish printing with CANCELLED on them.
- The READY screen appears.

ETHERNET COMMS
ERROR-DIAL USED
PRESS OK

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The terminal was unable to communicate with the Moneris Host over the Ethernet connection and dial backup was used to process the transaction.

Press the key_okay-r.jpg  key to acknowledge the message and return to the READY screen.

The terminal will revert to Ethernet communication for the next transaction.

ETHERNET DOWN
PRESS OK

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The terminal has checked the Ethernet connection and determined that it is unavailable for communication.

Press the key_okay-r.jpg  key to return the READY screen then check the following:

- Check all the cables to ensure everything is plugged in tightly.

- Check that the router and hub/switch (if any) are functioning.

If you use Public Internet: Contact your ISP (Internet service provider) for assistance.

If you use Private Internet: Call the Moneris Merchant Service Centre.

If you use Corporate WAN: Call your corporate help desk to confirm that the Corporate WAN is functioning properly.

HOST CONNECTION FAILED

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The terminal attempted to communicate with the Moneris Host but failed. The terminal will display this message for 3 seconds then return to the previous prompt.

Wait for a few minutes, and then try the transaction again. If the message reappears, do the following:

1. Follow these steps:

• If the terminal is configured for dial:

   a. Confirm that the dial cable is securely plugged into the “Modem” port located in the compartment inside the base.

   b. If the terminal must use a prefix to dial out, ensure that the dial PREFIX parameter has been configured correctly.

• If the terminal is configured for IP:

   a. Confirm that the Ethernet cable is securely plugged into the Ethernet port located in the back of the base.

    b. Check that the router and hub/switch (if any) are functioning (refer to the Moneris IP Readiness Checklist at  moneris.com/checklist), and confirm that your firewall rules have been updated.

   c. Confirm that your network is functioning.

     - Public Internet: Contact your ISP (Internet service provider) for assistance.

     - Corporate WAN: Call your corporate help desk to confirm that the corporate WAN is functioning properly.

2. If the message reappears, contact the Moneris Merchant Service Centre for assistance.

INCORRECT PIN --
LAST RETRY             
PRESS OK

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The cardholder has not entered the correct PIN, i.e. (the PIN entered does not match the PIN on the card). The cardholder can retry entering their PIN correctly one last time.

INCORRECT PIN
PRESS OK

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The PIN entered does not match the PIN on the card.

- The cardholder presses the key_okay-r.jpg  key.
- The ENTER PIN & OK prompt re-appears.
- The cardholder re-enters their PIN correctly to continue the transaction.

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.
 

INCREMENTS OF 10
DOLLARS, PLEASE

 

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The Cashback amount that was entered is not a rounded amount (i.e., there must be no cents included, and the dollar position must be zero).

Key in a Cashback amount like $10 or $20 or $30 or $40, etc.

INITIALIZATION ERROR
PLEASE WAIT

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Please wait while the terminal is re-establishes an Ethernet connection to the Host in order to retry the initialization.

When the connection is established, the INITIALIZATION ERROR RETRYING TRANSACTION prompt appears.

INITIALIZATION
FAILED, CONTACT
SERVICE CENTRE

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There has been a terminal, host or communication problem during the Initialization.

Press the key_okay-r.jpg  key to return to the READY screen.

Contact the Moneris Merchant Service Centre for assistance.

INITIALIZATION
FAILED, MERCHANT
ID ERROR

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The Merchant ID entered during the Initialization was not correct.

- Press the key_okay-r.jpg  key to return to the READY screen
- Check the Merchant ID.
- Retry the Initialization.

If the Merchant ID was entered correctly and the message re-appears, contact the Moneris Merchant Service Centre for assistance.

INITIALIZE
ERNEX

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The Moneris Host is requesting a re-initialization of the terminal.

Re-initialize for Ernex.

INIT FAILED-###
CALL HELP CENTRE
PRESS OK

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There has been a parameter error during the Initialization. ### indicates the specific error.

- Record the 3-digit number that appears where the ### is in this example.
- Press the key_okay-r.jpg  key to return to the READY screen.

Contact the Moneris Merchant Service Centre for assistance.

INIT REQ'D

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The Moneris Host is requesting a re-initialization of the terminal.

Re-initialize the terminal.

INSUFFICIENT
POINTS FOR
REDEMPTION

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There are not enough points on the card to redeem the number of loyalty points requested.

Perform a gift/loyalty Card Inquiry to obtain the balance on the card then retry the Redemption with a valid number of points.

INVALID CARD NO.

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The swiped card failed the MOD 10 check.

If the READY screen appears, retry the transaction.

If the SWIPE OR INSERT CARD prompt appears, try swiping the card again.

If using a UnionPay card that has only a magnetic stripe, perform an assisted UnionPay transaction.

If this message reappears, contact the Moneris Merchant Service Centre for assistance.

INVALID CARD
TYPE

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The card that was swiped cannot be used for this transaction.  Ask for another card (e.g. a credit card) and retry the transaction.  

Try swiping the card again. If this message reappears, press the key_cancel.jpg key to cancel the transaction and retry the debit or credit transaction.

INVALID DATE

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The date entered is not a valid date.
The date must be entered in the MMDD or YYMMDD format and must be a valid calendar date, e.g. 0231 ( Feb. 31) is not a valid date.

Check the date and re-enter it when the prompt re-appears.

INVALID ENTRY

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While in Training mode you have attempted to enter a transaction amount, a Cashback amount or a Tip amount greater than $1.00.

When the prompt reappears, key in an amount of $1.00 or less and press the key_okay-r.jpg  key to continue.

OR
The information you have entered for the gift/loyalty transaction is not valid. Check the information and retry.

Invalid Expiry Date

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The gift card that you entered has passed its expiry date.  Request another gift card.

INVALID
EXPIRY DATE
PLEASE RETRY

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The 4-digit Expiry date entered is not a valid date.

Check the date and re-enter it when the prompt re-appears.

The date must be entered in the MMDD format and must be a valid calendar date, e.g., 0231 ( Feb. 31) is not a valid date.

If using a UnionPay card that has only a magnetic stripe, perform an assisted UnionPay transaction.

INVALID IP
ADDRESS

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The IP address entered does not match the standard IP address format of #.#.#.# where each # can be a minimum of 1 and a maximum of 3 digits long with a minimum value of 0 and a maximum value of 255. For example:
0.10.127.255

Check the IP Address and re-enter it when the prompt re-appears.

INVALID PASSWORD

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The password entered does not match the password downloaded.

INVALID PHONE #

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The number that was keyed in is not the correct length.

Key in a 10-digit phone number (including the area code but without any spaces).

Invalid Redemption Points/Amount

You have entered a redemption value that is outside the minimum or maximum value allowable for your loyalty program.

INVALID
TAG LIST

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Contact the Moneris Merchant Service Centre for assistance.

 

INVALID TIME

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The time entered is not a valid time.
The time must be entered in the HHMM format and must be a valid time (HH must be from 00 to 23 and MM must be from 00 to 59.)

Check the time and re-enter it when the prompt re-appears.

MAXIMUM BONUS
EXCEEDED

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The multiplier was applied to the 10th Bonus Offer selected for the transaction and this has resulted in an 11th Bonus Offer. There is a maximum 10 bonus offers per transaction so this exceeds the maximum.

The terminal returns to the Bonus Offer menu screen.

Select the Bonus Offer again, but press the key to select NO at the APPLY MULTIPLIER prompt.

MERCHANT ID
 ERROR

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The Merchant ID entered does not match the Merchant ID in the terminal's configuration.

Check the ID, and re-enter it when the prompt re-appears.

If the Merchant ID was entered correctly and the message re-appears, contact the Moneris Merchant Service Centre for assistance.

MISMATCHED

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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 prompt re-appears.

If the prompt reappears, contact the Moneris Merchant Service Centre for assistance.

MOBILE
PROCESSING
NOT SUPPORTED

Verify that the card being used is a Visa, MasterCard, or American Express.  These cards support mobile processing. Ask the customer to tap their mobile device again. If the error message re-appears, contact Moneris Customer Care.

 

NO ACTIVITY

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Clerk Subtotals are not available for that Clerk ID OR That Clerk ID does not exist.

Check the Clerk ID and try the report again.

NO MATCH ON
PINPAD, CONTACT
SERVICE CENTRE

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The terminal was unable to initialize due to an invalid PINpad ID.

Contact the Moneris Merchant Service Centre for assistance.

NO SUPPORTED
APPLICATIONS
REMOVE CARD

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The applications available on the terminal do not match any of the applications on the chip card.

- If the chip card was inserted into the chip reader, remove the card.  Swipe the chip card on the magnetic stripe card reader to continue the transaction

If the card was tapped, insert it into the chip reader; otherwise, swipe it on the magnetic stripe reader.

No Totals Available

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No gift/loyalty transactions have been processed since the last gift/loyalty Batch Close.

NOT ACCEPTED
REMOVE CARD

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The chip card inserted cannot be read
OR
A card-to-terminal communication error occurred.

- Remove the chip card.

If the SWIPE OR INSERT CARD prompt appears:
-  re-insert the chip card to retry the transaction.

If the PURCHASE Ready screen appears:
- restart the transaction

If the SWIPE CARD prompt appears:
- Swipe the chip card on the magnetic stripe card reader to continue

If the NOT ACCEPTED message reappears:
- Remove the chip card.
- Request another form of payment.

NOT COMPLETED
PLEASE TRY AGAIN

or

NOT COMPLETED
RETURN TO CLERK

or

NOT COMPLETED
RETURN PINPAD

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The terminal has encountered a communication error during the cardholder prompts.

If the cardholder is swiping or inserting the card:

 - Ask the cardholder to return the terminal/PINpad.
 - Press the key_okay-r.jpg  key to display the merchant prompts.
 - If communication error message appears, fine the error message in this table and follow the instructions.

OPTION
NOT AVAILABLE

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This error may appear in more than one context:

- The Admin code entered does not exist or the function has not been configured on this terminal. Check the Admin Shortcut Code and try again.

- You attempted to configure a pre-set TIP PERCENT before configuring the previous TIP PERCENT, for example, attempting to configure TIP PERCENT 3 before TIP PERCENT 2.  

PERFORM ADM 60
PRINT CASHBACK
INFO, PRESS OK

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The terminal is about to erase from its memory a transaction that includes a Cashback amount and has not been printed on a Stored Transactions List.

- Press the key_okay-r.jpg  key.
- Print a Stored Transaction List.
- Retry the transaction.

PIN MUST BE
4 TO 12 DIGITS

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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:
- Ask the cardholder to enter the PIN again.
- Remind them that they must key in at least four digits (i.e. at least four asterisks **** appear on the display) but no more than 12 digits before pressing the key_okay-r.jpg  key.

PIN TRIES
EXCEEDED             
REMOVE CARD

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The cardholder keyed in an incorrect PIN too many times in a row for this transaction. The transaction is declined.

- If the REMOVE CARD message appears under the PIN RETRIES EXCEEDED message, remove the chip card from the chip card reader.
- Press the key_cancel.jpg key.
- Request an alternate form of payment.

PLEASE LOGON

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The terminal has been logged off to protect it from attempts to perform unauthorized transactions.

Perform a Logon transaction.

PLEASE REMOVE
THE CARD
FROM FIELD

Ask the customer to remove their contactless card or their mobile device (e.g. a mobile phone, tablet, e-reader, watch, key fob, mobile tag, etc ) from near the contactless reader.

PLEASE WAIT

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If this message appears when the terminal is powered on AND an external PINpad is attached to the terminal, the PINpad is still authenticating its applications. When the PINpad finishes its authentication process, the terminal will finish its power up process.

REFER CALL

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Contact the Moneris Merchant Service Centre to obtain a voice authorization. Once authorized, process an Advice Transaction.

Refund Amount
Greater Than
Original

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The dollar amount you have entered for a gift/loyalty Refund is greater than the amount in the original Purchase transaction.  

Press the key_okay-r.jpg  key, and retry the Refund with the correct amount.

REFUND LIMIT
EXCEEDED
PRESS OK

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The Refund Amount entered exceeds the limit set on the terminal during Initialization.

Press the key_okay-r.jpg  key twice then retry the Refund for a lower amount.

For Chip Card Refunds: Remove the card then press the key_okay-r.jpg  key

Check the amount of the Refund. If it is greater than the limit, cancel the Refund on the terminal.

The total value of Refunds performed today is greater than your daily Refund limit.  Contact the Moneris Merchant Service Centre for a temporary increase.  Please have the original Purchase receipt available for reference to discuss increasing your Refund limit.

REINITIALIZATION
REQUIRED

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The First Initialization attempt failed
OR
The Moneris Host has sent a Re-initialization request to the terminal
OR
An item of the Host Setup for (Ethernet parameter)has been changed on the terminal.

Try to re-initialize again.

REMOVE CARD

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A chip card has been left in the chip card reader (in the terminal or, if attached, the external 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 Idle prompt will appear on the screen.

RETRY - SYSTEM PROBLEM ###

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The Moneris Host was unable to process the transaction.

Retry the transaction.
If problem persists, contact the Moneris Merchant Service Centre for assistance.

RETRY - SYSTEM
TIME OUT ###

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The Moneris Host or the Third Party Host was unable to process the transaction.

Retry the transaction.
If the problem persists, contact the Moneris Merchant Service Centre for assistance.

RETRY TERMINAL
TIME-OUT
PRESS OK

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The customer has taken too long to enter their PIN.

- Press the key_okay-r.jpg  key.
- The terminal will print the receipt(s) including a NOT COMPLETED message then the RETRY TRANSACTION? prompt appears.

RETRY
TRANSACTION?

YES                  NO

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Press the key_f1-r.jpg key to select YES and retry the transaction. The CUSTOMER PRESS OK TO CONTINUE prompt appears. Pass the terminal back to the customer and ask them to press the key_okay-r.jpg  key then re-enter their debit card information.

Press the key_f3-r.jpg key to select NO and return to the READY screen.

REWARD EXCEEDS
LIMIT

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The total awards calculated for this Air Miles Rewards Purchase or Air Miles Rewards Refund are greater than the maximum reward limit configured on the terminal.

The READY screen re-appears.

Check the values entered during the Rewards transaction and retry the transaction.

SAF UPLOAD
FAILED

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The SAF Upload attempt (automatic during a transaction or manually started from the terminal menus) was not completed.

Press the key_cancel.jpg key.

If this was an automatic SAF upload attempted during a transaction (Close Batch or Multi-terminal Reporting), the transaction is cancelled then the READY screen appears.

If this was a manual SAF upload attempt, the READY screen appears.

Wait a moment then retry the upload.

If the problem persists, contact the Moneris Merchant Service Centre for assistance.

SAF UPLOAD
REQUIRED

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The function you have attempted to process ( enter Training mode or Initialization ) is not available until a SAF upload of the Air Miles transactions in the SAF log has been processed.

Perform a manual SAF Upload then retry the function.

SYSTEM PROBLEM
PLEASE RETRY

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One or more of the messages sent between the terminal and the Moneris Host are missing data or have incorrect data.

Wait for a few minutes then try the transaction again.

If the message reappears, contact the Moneris Merchant Service Centre for assistance.

SYSTEM PROBLEM
RETRYING

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The terminal is automatically retrying the transaction.

Please wait until the terminal returns to the READY screen or another message appears.

SYSTEM PROBLEM
SECURITY LIMIT
PLEASE RETRY

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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.

After 3 seconds the last line of this message changes to "RETURN TO CLERK".

- Retrieve the terminal from the cardholder.
- Press the key_okay-r.jpg  key twice.
- Request an alternate form of payment.

SYSTEM PROBLEM
SECURITY LIMIT
RETURN TO CLERK

or

SYSTEM PROBLEM
SECURITY LIMIT
RETURN PINPAD

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This message appears 3 seconds after the SYSTEM PROBLEM SECURITY LIMIT PLEASE RETRY message appears.

- Retrieve the terminal from the cardholder.
- Press the key_okay-r.jpg  key twice.
- Request an alternate form of payment.

TABLE FULL

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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 FAILED
PLEASE INSERT
OR SWIPE CARD

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The contactless reader was unable to read a card or a contactless debit card has been tapped for an amount that exceeds its Contactless Transaction Limit.

• If the card is also a chip card, insert it into the chip reader.

• If the card does not have a chip, swipe the card on the terminal.

 

TCP CONNECTION
FAILED

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The terminal has tested the Ethernet connection and was unable to establish a connection to the Moneris Host. The terminal will display this message for 3 seconds then return to the previous prompt.

1. Confirm that the Ethernet cable is securely plugged into the Ethernet port located in the back of the base.

2. Check that the router and hub/switch (if any) are functioning (refer to the Moneris IP Readiness Checklist at
    moneris.com/checklist), and confirm that your firewall rules have been updated.

3.  Confirm that your network is functioning.

- Public Internet: Contact your ISP (Internet service provider) for assistance.

-  Corporate WAN: Call your corporate help desk to confirm that the corporate WAN is
   functioning properly.

4.   If the message reappears, contact the Moneris Merchant Service Centre for assistance.

TERMINAL DATA
ERROR, CONTACT
SERVICE CENTRE

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If the Initialization retry is not successful, contact the Moneris Merchant Service Centre for assistance.

Press the key_okay-r.jpg  key to return to the READY screen.

TERMINAL SETUP
REQUIRED

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The terminal has not been configured.

Contact the Moneris Merchant Service Centre for assistance with configuring the terminal.

TIME-OUT
RETURN TO CLERK

or

TIME-OUT
RETURN PINPAD

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The cardholder has taken too long to respond to their prompts.

- Ask the cardholder to return the PINpad/terminal.
- Press the key_okay-r.jpg  key.
- The RETRY TERMINAL TIME-OUT PRESS OK prompt appears.    

TIME-OUT
REMOVE CARD

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The cardholder has taken too long to respond to their prompts.

- Ask the cardholder to remove their card. The TIME-OUT RETURN TO CLERK (or RETURN PINPAD) prompt appears.

TIP IS NOT
SUPPORTED FOR
MAIL/TEL

 

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Tip entry must be performed by the cardholder, but during a Mail Order/Telephone Order (MOTO) transaction, the cardholder is not present so if a tip amount is entered, the transaction will not be processed.

1. Press the key_okay-r.jpg  key or wait for the terminal to return to the purchase amount confirmation screen.  

2. Respond to the prompts but, this time, do not enter a tip even though the tip prompt appears.

 

Transaction amount over maximum

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The transaction amount exceeds the allowable amount for a single transaction using a gift/loyalty card.  

If the transaction is a gift Purchase, do a split-tender transaction, or request another gift card or other form of payment.

Transaction Code Invalid

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The gift/loyalty transaction cannot be voided (possibly because the card used for the transaction has already been deactivated).

TRANSACTION DATA
NOT FOUND

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- EMV Transaction Data:

No EMV data could be found.  Wait until the terminal returns to the ADMIN FUNCS menu. 

TRANSACTION
NOT ALLOWED

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The terminal has incorrectly interpreted a Maestro debit card as a credit card.

                       and

A Maestro debit card with non-debit Service code has been swiped for any non-debit supported transaction type (i.e., a  transaction type other than Purchase, Refund, Purchase-Void or Refund-Void).
           or
A Maestro card has been manually entered.

Retry the transaction with a credit card.

TRANSACTION
NOT FOUND

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Purchase Void;
Refund Void
;

No Original Authorization number was found in the current Batch that matches the one that was keyed in.  Wait until the ENTER ORIGINAL AUTHORIZATION # entry screen reappears, and then check your criteria, and try again.  OR Press the key_cancel.jpg key to return to the READY screen.

-Credit Refund Void:
No Original Authorization number was found in the current Batch that matches the one that was keyed in.  Wait until the ENTER ORIGINAL AUTHORIZATION # entry screen reappears, and then check your criteria, and try again.  OR Press the key_cancel.jpg key to return to the READY screen.

Debit Purchase Void:

No transactions were found that match the criteria you entered during one of the following reports:
- debit/credit Stored Transactions or gift/loyalty Stored Transactions :
Wait until the PRINT DATE OR BATCH? prompt OR the ENTER CLERK ID entry screen reappears then check your criteria and try again.
- Pre-Authorization List:
Wait until the PRE-AUTH LIST menu OR the ENTER CLERK ID entry screen reappears then check your criteria and try again.

 

- Transaction Inquiry or gift/loyalty Transaction Inquiry :
Wait until the CARD TO SEARCH menu OR the ENTER CLERK ID entry screen reappears then check your criteria and try again.
OR
Press the key_cancel.jpg key three times to cancel the report and return to the READY screen.

OR
No transactions were found that match the Ernex reference number you entered during an  gift/loyalty VOID. Check the Ernex reference number on the loyalty/gift receipt and re-enter it to continue the transaction.

OR
No matching transaction was found during a Pre-Auth Advice. Check the Sequence number of the transaction you are trying to find and re-enter it to continue the transaction.

TRANSFER NOT
ALLOWED FOR
THIS CARD

The card to which you are attempting to transfer a gift balance is not a variable amount gift card.  Press the key_okay-r.jpg  key to return to the READY screen.

USE MAGSTRIPE

Other methods of card entry (tap, insert and/or manual keying) have failed.  

Swipe the card on the terminal's magnetic stripe reader.

VALID VALUES
ARE FROM 0.06 TO
5.00 SECONDS

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The Stabilization Timer time entered during dial communication configuration is not valid.

Check the number of seconds entered and enter a valid value when the prompt re-appears.

VALID VALUES
ARE FROM 1 TO
15 MINUTES

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The value for the SAF upload time period was less than 1 or greater than 15.

Check the value and enter a valid value.

VALID VALUES
ARE FROM 15 TO
999 SECONDS

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The Backlight delay time is not valid.

Check the number of seconds entered and enter a valid value when the prompt re-appears.

VALID VALUES
ARE FROM 5 TO
90 SECONDS

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The Ethernet time-out or retry time is not valid.

Check the number of seconds entered and enter a valid value when the prompt re-appears.

VALID VALUES
FROM 0 TO 30%
PRESS OK

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This message is displayed if the preset Tip percentage is not in the right range.

Enter a valid value.