Error Messages on the PINpad

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.
- Press the key_okay-r.jpg  key on the terminal to continue the transaction.

CANNOT SWIPE
CHIP CARD

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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.
- Request another form of payment.

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.

- Ask the cardholder to remove the chip card from the chip card reader on the PINpad.
- 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

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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.
- The SWIPE CARD prompt appears.
- Swipe the chip card in the magnetic stripe reader on the PINpad to continue the transaction.

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.

DECLINED BY CARD

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The chip card has declined the transaction.

- The PINpad beeps once per second until the chip card is removed.
- Remove the card from the chip card reader.
- Request another form of payment.

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 on the PINpad.
- The ENTER PIN + OK prompt re-appears on the PINpad.
- 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.

INCORRECT PIN
- LAST RETRY
PRESS OK

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The second attempt to enter a PIN for this transaction was incorrect. The cardholder can try one more time.

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

If the PIN is entered incorrectly again, the transaction is cancelled.
- Request another form of payment.

INVALID ENTRY

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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 the key_okay-r.jpg  key to continue.

SYSTEM PROBLEM

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

- Press the key_cancel.jpg key on the PINpad.
- Wait a few moments.
- Restart the transaction on the terminal.

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

SYSTEM PROBLEM
SECURITY LIMIT
PLEASE RETRY

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 the key_cancel.jpg key on the PINpad.
- Request an alternate form of payment.

TAP FAILED
PLEASE INSERT
OR SWIPE CARD

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The contactless reader was unable to read a card or (contactless debit only) the 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.

TIME-OUT

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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.
- Press the key_cancel.jpg key on the PINpad.
- Wait a few moments.
- Restart the transaction on the terminal.

USE MAGSTRIPE

Other methods of card entry have failed.  

When the SWIPE CARD prompt re-appears, swipe the card on the PINpad's magnetic stripe reader.

WRONG CARD TYPE
USED

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Ensure the card is the correct type for the transaction (e.g. a credit card for a Pre-Auth).

- Press the key_cancel.jpg key on the PINpad.
- Wait a few moments
- Retry the transaction on the terminal.