Understanding DECLINED Messages

A transaction can be declined for a number of reasons. (Decline receipts print in "reverse print.")

Check the table below for the full Declined message and follow the resolution instructions.
If configured to do so, the terminal will beep for each of these messages:

DECLINED MESSAGE

RESOLUTION

DECLINED

Return the card to the cardholder, and advise them to contact their card issuer.
Request another form of payment.

DECLINED 4x
HOLD CARD - CALL

Retain the card if possible and contact Moneris Merchant Contact Centre for further instructions.

DECLINED BY CARD
PRESS OK

The chip card has declined the transaction.

- Press the key_okay-r.jpg  key.
- The DECLINED BY CARD REMOVE CARD message appears.

DECLINED BY CARD
REMOVE CARD

The chip card has declined the transaction.

- The terminal beeps once per second until the chip card is removed.
- The receipts are printed with DECLINED BY CARD on them.
- Request another form of payment.

DECLINED
CARD CANCELLED

The debit transaction has not been approved.

If the problem persists, advise the debit cardholder to contact their branch.
Request another form of payment.

DECLINED
CARD NOT SETUP

The terminal has not been set up on the Moneris Host to process that card type.

Call the Moneris Merchant Contact Centre  for assistance.

DECLINED
CARD NOT SUPPORTED

Call the Moneris Merchant Contact Centre  for assistance.

DECLINED
EXCEEDS REFUND AMT/LIMIT

The amount of this transaction is greater than your Refund limit.

Provide the cardholder with the amount of the refund using an alternate payment method or contact Moneris Merchant Contact Centre for a temporary increase.

Contact your Moneris Solutions Sales representative if you wish to increase your limit permanently.

DECLINED
EXCESS PIN TRIES

The cardholder has entered their PIN number incorrectly too many times in a row.

Refer the cardholder to their branch, and request another form of payment.

DECLINED
EXPIRED CARD

Examine the Expiry date embossed on the card:

If the date is in the future, retry the transaction.
OR
If the embossed date on the card is in the past, return the card to the cardholder, and advise them to contact their card issuer for renewal.

DECLINED
HOLD CARD - CALL

Retain the card if possible and call the Moneris Merchant Contact Centre for further instructions.

DECLINED
INVALID CARD

A debit card has been swiped, and the terminal does not process debit transactions.

Return the card to the cardholder and request another form of payment.

DECLINED
PLEASE TRY AGAIN
REMOVE CARD

A chip transaction could not be completed because it was declined by the Host.  

Remove the card, and retry the transaction.

DECLINED RE-TRY
EDIT ERROR ###
PRESS OK

The transaction was not completed.

Press the key_okay-r.jpg  key or wait 3 seconds for the READY screen to reappear then try the transaction again.

DECLINED - RETRY TRANSACTION?

YES                 NO

A non-chip transaction could not be completed because it was declined by the Host.  

Try again by pressing the key_f1-r.jpg key, or return to the READY screen by pressing the key_f3-r.jpg key.