The contactless option will only become active when the transaction amount is under the contactless limit (e.g. £100.00).
Not all cards are enabled for contactless transactions, please ensure that the card presented to terminal is a contactless card, the customer should contact their card issuer if they are unsure.
Ensure that the contactless card is presented to the contactless card read zone until prompted to remove the card. You can check the card read by observing the lighting of the contactless status lights - the card is read when the confirmation tone is heard and all four lights are lit steadily.

The Z Balance report totals give you a total of all transactions done across all acquirers. The Banking report totals give you the total for each acquirer. You should try to add up all the individual totals across all acquirers on the Banking to try to reconcile with the Z Balance total. The current session totals on the Banking shows all transactions for that session - if you perform the Z Balance and Banking at the same time every trading day this should match the totals on the Z Balance. If you still cannot match the totals you should contact the terminal Helpdesk. Please ensure that you have all relevant reports with you when you call. It is possible that you will be asked for the proceeding day’s reports as well.

If the terminal does not read the card, follow the steps below:

  1. Check that the magnetic card is swiped correctly (with magnetic strip facing the side of the terminal).
  2. Swipe the card again with a continuous and fluid movement
  3. Verify that the magnetic strip is not damaged, grooved or cracked
  4. Make sure you have correctly inserted the smart card into the smart card reader and only removed it when prompted to do so

If the problem persists, please contact the helpdesk.

You may see diagnostic (DIAG) codes at the bottom of transaction receipts and reports. Some indicate an error while others offer information. More than one diagnostic code may be printed. For example DIAG 828282 would indicate three communication failure attempts during a transaction.

52 Offline or Forced Transaction.
This is not an error and is for information only.
53 Offline store is full.
You should attempt an online transaction. If the problem persists check the mobile network (mobile terminals), telephone line or LAN (Bluetooth terminals), and contact the terminal Helpdesk quoting the full diagnostic code.
61 PIN Bypass attempted.
This is not an error and is for information only.
62 PIN tries exceeded.
This is not an error and is for information only.
70xx Error in transaction security.
Normally indicates that the MAC code is invalid, contact the terminal Helpdesk quoting the full diagnostic code.
72 Merchant has indicated an invalid signature.
This is not an error and is for information only.
93 Transaction cancelled by the operator.
This is not an error and is for information only.

Below is a list of the messages that you may see on the display of your terminal and/or PINpad. 

COMPLETED The transaction has been completed.
DECLINED The card, card issuer or acquirer has declined to authorise the transaction, you should ask for another means of payment.
TRANSACTION CANCELLED The PINpad is displaying confirmation that you, or the customer, have cancelled the transaction.
PROCESSING ERROR The card was removed too soon and the card read has failed. The customer should re-present the card. They should not remove the card until promoted to do so.
PLEASE WAIT The PINpad is awaiting an action on the terminal or is connecting to the acquirer. The customer should wait and follow subsequent prompts.
INSERT OR SWIPE CUSTOMER CARD The card could not be read (either swiped or inserted). Check the orientate of the card and try again.
REMOVE CARD The card should be removed from the card reader on your PINpad.
APPROVED The transaction has been approved.
REFUSED The contactless transaction has been refused, you should ask for another means of payment.
NOT AUTHORISED The card, card issuer or acquirer has declined to authorised the transaction. You should ask for another means of payment.
TRY AGAIN The card was removed too soon and the card read has failed. The customer should re-present the card. They should not remove the card until prompted to do so.
PLEASE PRESENT ONLY ONE CARD The card was present with another contactless card and the card read has failed. The customer should re-present the card ensuring that it is the only card presented.
INSERT OR SWIPE CARD The card requires a further security check. The transaction must be completed with cardholder verification (PIN entry of Signature as appropriate).
LOADING TPASS PARAMETERS... The PINpad is being updated. This message is displayed during start up, and after your terminal has performed a maintenance call. Please wait a few seconds for the idle screen to be displayed before starting a transaction.
BAD MAC The security password is mismatched between the terminal and the acquirer, please contact the helpdesk.
CALL AUTH CENTRE The transaction has been referred, call the authorisation centre on the number provided on the screen or print on receipt.
BAD READ The inserted card could not be read, check orientation of the card and try again. 
BAD SWIPE The swiped card could not be read, check orientation of the card and try again.
NOT ACCEPTED The card presented is not configured for the selected transaction type, you should ask for another means of payment.
OPERATION NOT ALLOWED The selected operation has been disabled, is not allowed for the card presented, or the card is faulty. You should ask for another means of payment. 
INVALID TRANSACTION The selected transaction type (e.g. Cashback) may not be active on your merchant account. You should contact your acquirer. 
INVALID CARD The card presented is of a type that is not supported, or is damaged and could not be read. You should ask for another means of payment. 
EXPIRED CARD The card presented is expired, you should ask for another means of payment. If the card is in date, check the date and time on the terminal. 
PREVALID CARD The card presented is not yet valid, you should ask for another means of payment. If the card is in date, check the date and time on the terminal. 
SORRY FOR DELAY... RETRYING The terminal is unable to contact the acquirer due to a communications error. The terminal will make three dial attempts; if all three attempts should fail the transaction will be referred. For mobile terminals you should check the mobile network, for Bluetooth terminals you should check the telephone line or LAN; contacting the terminal Helpdesk if the problem persists.
PRESS ENTER TO RETRY, PRESS ENTER TO RETRY, PRESS ENTER TO RETRY The first two dial attempts have failed, resolve the issue (e.g. ensure that the telephone line is not in use) and press enter to continue for the third and final dial attempt. For mobile terminals you should check the mobile network, for Bluetooth terminals you should check the telephone line or LAN; contacting the terminal Helpdesk if the problem persists.
CANNOT CALL HOST CHECK PHONE LINE The terminal is unable to contact the acquirer due to a communications error after three dial attempts. For mobile terminals you should check the mobile network, for Bluetooth terminals you should check the telephone line or LAN; contacting the terminal Helpdesk if the problem persists.
MEMORY XX% FULL DO Z BALANCE The terminal’s memory is becoming full and needs to be cleared. Do a Z Balance to clear the transaction log. Warning will only show when 90% full or more. You should perform the Z Balance at the end of every trading day. If the problem persists after a successful Z Balance, please contact the terminal Helpdesk.

 

It is routine for a contactless card to require a further security check occasionally. If the card is used for a lot of contactless transactions, this should be expected. This prompt is to prove the customer is the genuine cardholder.

Once the PIN is entered the counter will reset and the customer can begin using contactless again. If the cardholder uses an ATM, this will also reset the counter.

Not all cards are enabled for contactless transactions, please ensure that the card presented to PINpad is a contactless card, the customer should contact their card issuer if they are unsure.
Ensure that the contactless card is presented to the contactless card read zone until prompted to remove the card. You can check the card read by observing the lighting of the contactless status lights - the card is read when the confirmation tone is heard and all four lights are lit steadily.

This means the card has been locked after too many failed PIN entry attempts.
It may be possible to perform a PIN Bypass. The customer should contact their card issuer to change thier PIN, or if they do know it they can unlock it at any ATM.

For more information about Pin Bypass, see our article about Customer Forgotten Pin.

If your acquirer allows it, you can perform a PIN Bypass to bypass the entry of the PIN code, by pressing the cancel key followed promptly by the menu key twice.

If the card allows the PIN Bypass you may find that the acquirer declines the transaction. Transactions taken by PIN Bypass are subject to chargebacks so you should make other careful checks on the card and the cardholder as laid out by your acquirer.

For more information on the use of PIN Bypass please contact your acquirer.

If you insert a chip card into the terminal and nothing happens:
The card reader on your terminal is not active when your PINpad is attached and operational. Please use the card reader on your PINpad to process transactions.

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