If you have a Move Terminal Transaction Referral Error this means every transaction that you take is producing a referral. Find out why below.

Mobile terminals require a good mobile network signal in order to operate, so if you are in an area that mobile phones do not operate then the terminal will, also, not operate. You should move to an area of good mobile network signal.

If no mobile network is shown on the terminal screen then you should check that the SIM is installed correctly. If the problem persists you should contact the terminal Helpdesk.

Bluetooth terminals require either a telephone line or LAN in order to operate. You should check that the base unit is connected correctly and that the telephone line or LAN are working correctly. If the problem persists you should contact the terminal Helpdesk.

However, if there is a problem with the telephone line or internet connection you should contact your telecommunications supplier.

You can find your terminal helpdesk details below if you require further assistance on your Move Terminal Transaction Referral Error. To find more articles about your Move terminal, click here for Move 3500 and here for Move 5000.

What should you do if my Bluetooth terminal shows a flashing number, or no number, on the Bluetooth status section of the screen?

If the number is flashing ensure that the base unit with the Serial Number displayed is powered on and in range. If this is the case then power off the terminal and the base unit. Power back on the base unit and then place the terminal on that base unit and wait for the Bluetooth status to update. If the problem persists you should contact the terminal Helpdesk.

If there is no number displayed then power off the terminal and the base unit. Power back on the base unit and then place the terminal on that base unit and wait for the Bluetooth status to update. You should refer to the section entitled Bluetooth Base Setup for further details. If the problem persists you should contact the terminal Helpdesk.

What should you do if my mobile terminal fails to display a mobile network name on the screen, even though the provided SIM is inserted correctly?

Your terminal requires a good mobile network signal to operate, if you are in an area that mobile phones do not operate then the terminal will, also, not operate. You should move to an area of good mobile network signal.

If you are in an area of good mobile network signal you should try to turn the terminal off, leave for about 30 seconds and turn the terminal back on. If the problem persists you should contact the terminal Helpdesk.

What does it mean if your mobile terminal displays the message ENTER SIM CODE?

Only use the SIM Card supplied to you by your terminal supplier. If you have been supplied with a replacement SIM Card (for example a faulty or lost SIM Card) your terminal will request a new activation code. Check the documentation which came with the SIM Card. If you cannot locate the SIM Code then please contact the terminal Helpdesk who will provide you with the appropriate SIM Code.

When a large value transaction is expected (typically in Hotel or Rental environments), a Pre-Authorisation can be made for the expected value, to check the customer’s card is valid and the customer has enough credit available for the transaction.

If the expected value increases, then further Pre-Authorisations can be made. The final amount is fully authorised and captured by using the Completion function.

To perform a Hotel Mode transaction press the menu key three times, then choose HOTEL.

Choose the required transaction type. Then follow prompts on the screen.

A Pre-Authorisation (PREAUTH) transaction proceeds as for a Sale transaction. If the customer’s card number is keyed in, then you will be asked to confirm if the customer is present. These transactions do not include gratuities.

The transaction details are not captured by the acquirer, so the customer’s bank account IS NOT debited, although the available credit on the customer’s bank account will be reduced by the amount authorised.

Note: Authorisation codes typically expire after 7 days (or 3-4 days for Maestro cards). If the transaction is not submitted within that time the customer’s available balance will be restored by the authorised amount.

A Completion (COMPLTE) transaction requires the most recent authorisation code and the total amount of all pre-auths, in addition to the final amount to be debited from the customer’s card. This transaction will require a signature check and the acquirer will capture the transaction details, so the customer’s bank account is debited.

Pre-Authentication (Pre-Auth)

1. Select Hotel from the menu, then pre-auth.

2. Insert or Swipe card screen is displayed.

3. Enter the amount and press green key.

4. Terminal will check the card.

5. Cardholder enter the PIN code and press the green key.

6. Terminal will connect to the host via the mobile network.

7. Pre-Auth is accepted by the acquirer.

8. Terminal will print the merchant receipt.

9. Remove card.

10. Terminal will print customer receipt, then return to the ready screen.

Completion 

1. Select “Complete” from the transaction menu.

2. Insert / Swipe card screen is displayed, start keying in the card number if you are looking to perform customer not present transaction.

3. Enter the final amount.

4. Key in sum of all preauths taken to date for this card.

5. Terminal will request the first pre-auth code to be entered.

6. Customer will be prompt for PIN entry.

7. The terminal displays approved/declined message.

8. Terminal will print the merchant receipt.

9. Remove card.

10. Terminal will print the customer receipt.

1. From the idle screen press the green key once and select Mailorder.

2. Select Sale and press green key.

3. Key in the customer’s card number and press green key.

4. Key in the expiry date in MMYY format (1217 for December 2017).

5. Enter three digit code at the back of the card Please note for AMEX four digits are required.

6. If you see this prompt, enter the numbers from the card’s billing address postcode (e.g. 119 for KY11 9JU) and press the green key.

7. If you see this prompt, enter the numbers from the card’s billing address (e.g. 221 for 221b Baker Street) and press the green key.

8. Enter the sale amount in pence (e.g. 2134 for £21.34) and press the green key. The terminal will connect to the acquirer for authorisation.

9. If the transaction has been authorised then an auth code will be displayed, together with the CSC/AVS check result. You must decide whether to continue with the transaction.

10. Tear off the merchant copy and press the green key.

Follow the instructions below to perform a Move Customer Not Present (CNP) transaction. This can be performed on your Ingenico Move 3500 or Move 5000 terminal. The CNP transaction is performed when a payment is taken without face to face customer interaction, however, if this is something your business is consistently doing we recommend you use a Virtual Terminal.

Your terminal is pre-configured for Mailorder (Customer Not Present) transactions.

Mailorder transactions are performed without the customer or the card being present. All card details must be manually entered so please take note of what information will be asked for by your terminal. If supported by your acquirer and by the card type taken, you will have the option of entering the CSC (Card Security Code) and using the AVS (Address Verification Service).

The CSC is the last three digits of the number printed on the signature strip on the back of the card. To use AVS checking, you will be prompted to input only the digits from the customer’s postcode and address.

Note: For American Express cards there is a four digit Card Security Code printed on the front of the card, any numbers on the signature strip should be ignored.

The response from the acquirer will then give you the result of the security checks to help you decide if you wish to continue with the transaction.

Mailorder - CSC/AVS Results

Please be aware that the CSC/AVS result is intended only to guide you in a decision to void or confirm an already authorised transaction. Contact your acquirer for more information and details of liability.

DATA MATCHED - Both the CSC and AVS data matches
AVS MATCH ONLY - Only the AVS data matches
CSC MATCH ONLY - Only the CSC data matches
DATA NON MATCH - Neither the CSC nor AVS data matches
NOT CHECKED - The data was not checked

The data may not be checked if the service is not supported or if there is a temporary system failure.

You have now completed a Move Customer Not Present transaction for your Ingenico terminal. To discover more features, visit our Move 3500 or Move 5000 article page.

Your terminal is not pre-configured to allow for Gratuities (i.e. tips). If you would like the Gratuity mode enabled on your terminal please contact the terminal helpdesk.

Note: You must ensure that this option is enabled on your acquirers Merchant Account.

Gratuity mode would commonly be used within the leisure industry in order to allow the customer to add a tip to the final amount before completing the transaction.

For sales with inserted cards, when Gratuity mode is enabled, your terminal will prompt for the customer to enter a gratuity on the screen. Alternatively your terminal can be configured to print an additional ticket for the customer to fill in with any gratuity and the final transaction amount. If you wish your terminal to be configured in this way please contact the terminal helpdesk.

For sales with swiped cards when gratuity mode is enabled in this manner, the merchant copy will allow the customer to fill in with any gratuity and the final transaction amount. This is unaffected by the method of entering the gratuity for inserted cards.

If you wish, your terminal can be configured to allow the entry via the choosing of set monetary values, set percentages or a combination of the two; contact the helpdesk if you wish to enable tips in this manner.

When gratuity mode is enabled, your terminal will only contact the acquirer for authorisation after the final transaction amount (including any gratuities) is known. For swiped cards this means that this is after the terminal has printed the merchant copy for signature.

Due to the authorisation code being gained after the merchant copy is printed, the authorisation code will not be shown. The authorisation codes are printed on the transaction breakdown on the X and Z Balance reports. If you wish, your terminal can be configured to print an additional receipt at the end of the transaction which shows the authorisation code and the gratuity entered. If you wish your terminal to be configured in this way please contact the terminal helpdesk.

Follow the steps below to conduct a Move 3500/5000 Swipe Sale.

1. Select SALE from the transaction menu.

menu screen to conduct sale

2. Insert / Swipe / Present screen is shown.

prompt to swipe card to conduct sale

3. The SALE menu screen will be displayed.

enter amount for sale to conduct swipe

4. Enter the sale amount and press green key.

once amount is correct press the green ok to initiate sale

5. Terminal will contact the acquirer.

terminal is now connecting to acquirer to process payment

6. Auth code is returned by the acquirer.

payment is complete and merchant receipt will print

7. Terminal will print the merchant receipt. Tear this off and ask the cardholder to sign it.

merchant receipt is printing after swipe sale

8. If signature is a match press the green key.

prompt to ask if signature is ok

9. Terminal will print the customer receipt.

customer card holder receipt is printing please wait

You have now completed a Move 3500/5000 Swipe Sale. For more articles on how to use your terminal, click here for Move 3500 and here for Move 5000.

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.

10 or 17 GPRS or IP connection error. Retry transaction. If the problem persists check the mobile network (mobile terminals) or LAN (Bluetooth terminals), and contact the terminal Helpdesk quoting the diagnostic code.
15 Unexpected response after dialling. Check the telephone line; if a prefix is required to obtain an outside line refer to the section entitled “Supervisor functions” to programme this into the terminal. If the problem persists contact the terminal Helpdesk quoting the diagnostic code.
22 No dial tone. Check the telephone line and retry the transaction. If the problem persists contact the terminal Helpdesk quoting the diagnostic code.
31 Line busy. Check the telephone line is not in use and retry the transaction. If the problem persists contact the terminal Helpdesk quoting the diagnostic code.
41 or 44 Call connected but received an End of Transmission response. The acquirer maybe busy or there was a communication error. Retry transaction. If the problem persists contact the terminal Helpdesk quoting the diagnostic code.
49 Invalid message contents. The selected transaction type (e.g. Cashback) may not be active on your merchant account; you should contact your acquirer. If the problem persists contact the terminal Helpdesk quoting the diagnostic code.
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.
73 Terminal and host totals do not agree. Do a Banking report, and contact the acquirer if advised to do so. If the problem persists contact the terminal Helpdesk quoting the diagnostic code.
76 Terminal completed online reconciliation. This is not an error and is for information only.
82 Modem or communications error. Retry transaction. If the problem persists check the mobile network (mobile terminals), telephone line or LAN (Bluetooth terminals), and contact the terminal Helpdesk quoting the diagnostic code.
93 Transaction cancelled by the operator. This is not an error and is for information only.
98 Bad on TMS call. Contact the terminal Helpdesk.

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