Important update
If you are currently experiencing issues with your Ingenico terminal, a fix has been implemented for certain terminals. Please try processing a test transaction.
Whether or not the test transaction works, please see instructions to install a manual update.
# – B
Explanation
NetConnect is up but is unable to establish or maintain the connection to the host.
Action
Please call the Helpdesk for further assistance.
Explanation
The PNS number/Merchant ID is not a known NetConnect MID.
Action
Please call the Helpdesk for further assistance.
Explanation
NetConnect is up but is unable to establish or maintain the connection to the host.
Action
Please call the Helpdesk for further assistance.
Explanation
NetConnect was unable to determine the transaction type requested.
Action
Please call the Helpdesk for further assistance.
Explanation
The PNS number/Merchant ID is not valid.
Action
Please call the Helpdesk for further assistance.
Explanation
Indicates that NetConnect is up but is unable to connect to the host.
Action
Please call the Helpdesk for further assistance.
Explanation
NetConnect has experienced an error.
Action
Please call the Helpdesk for further assistance.
Explanation
NetConnect is functioning, but the host is not returning a response.
Action
Please call the Helpdesk for further assistance.
Explanation
NetConnect submitted the batch but the response timed out.
Action
Please call the Helpdesk for further assistance.
Explanation
Merchant ID and/or TID authentication error.
Action
Please call the Helpdesk for further assistance.
Explanation
- Remove the card.
- Try a different card.
Action
- Remove the card.
- Try a different card.
Explanation
Transaction Amount Limit reached. The card reader will prompt for a password to continue.
Action
- Enter manager password to proceed.
OR - Cancel transaction.
Explanation
A pre-paid card is partially approved (or fully approved but with zero remaining balance on the card).
Action
- Process completion.
OR - Close tab.
OR - Force sale with the originally approved amount from the Pre-auth or Open Tab.
OR - A new transaction can be processed with another card to satisfy any balance owing.
Explanation
The amount entered is greater than the maximum amount allowed by the application.
Action
- Re-enter the transaction for a lower amount.
OR - Cancel the transaction.
Explanation
All the payment options on the chip card are blocked. Swipe is not permitted.
Action
- Remove the card.
- Try a different card.
Explanation
The transaction amount exceeds the limit for the card type.
Action
- Swipe the card.
OR - Type the card number.
Explanation
The chip card supports multiple payment options. The first payment option the cardholder selected was not processed.
Action
- Cardholder should select a different card option.
OR - Cardholder should try another card.
Explanation
The card reader does not support chip cards. Swipe is supported.
Action
- Swipe the card.
OR - Type the card number.
Explanation
Chip cards are not supported on the card reader. Swipe is not supported.
Action
- Remove the card.
- Try a different card.
Explanation
- The card reader base is processing another transaction.
OR - The card reader base is attempting to establish a connection.
Action
- Retry after a minute.
- If the issue continues, check your card reader’s connection.
Explanation
- The transactions have cleared successfully.
OR - There are no transactions stored in the batch.
Action
Retry when there are transactions in the batch.
Explanation
No more transactions can be processed, the batch transaction amount limit has been reached.
Action
Settle the batch.
Explanation
The batch limit has been reached. No more transactions can be processed.
Action
Settle the batch.
Explanation
The batch is within 5% of the maximum allowed transactions of transaction total.
Action
Settle the batch.
C – E
Explanation
The card reader has received an approval but the card reader cannot communicate the transaction to the chip card.
Action
Remove card.
Explanation
The chip card entered is not readable. Swipe is supported.
Action
- Swipe the card.
OR - Type the card number.
Explanation
The chip card entered is not readable. Swipe is not supported.
Action
- Remove the card.
- Try a different card.
Explanation
A chip card transaction was cancelled.
Action
- Remove the card.
- Retry the transaction.
Explanation
The chip card is blocked. This could result from too many PIN tries.
Action
- Remove the card.
- Try a different card.
Explanation
The card reader is not configured for the card type.
Action
Retry with a different card.
Explanation
Debit card is used when a credit card is expected.
Action
Credit card should be used.
Explanation
The chip card inserted is not enabled on the card reader. Swipe is supported.
Action
- Swipe the card.
OR - Type the card number.
Explanation
The card swipe was not read correctly.
Action
- Retry the card swipe.
- If problem continues, type the card number.
Explanation
The transaction was cancelled because the chip card was removed during the transaction. If an approval was received, the transaction will be automatically reversed.
Action
Restart the transaction.
Explanation
The card reader attempted to dial out but there was no dial tone.
Action
- Verify the card reader’s network connections. Guided steps are available on the Fix Credit Card Terminal Issues page.
- Retry the transaction.
- If the problem continues, please call the Helpdesk for additional assistance.
Explanation
A new clerk was being added during a transaction, but the ID was not confirmed.
Action
- Add a new clerk ID.
OR - Reattempt with an existing ID.
Explanation
The transaction was declined by the card issuer.
Action
Process using a new card.
Explanation
The transaction was declined.
Action
- Remove the card.
- Try a different card.
Explanation
A PIN Pad was attached that the card reader does not recognize.
Action
Use only a supported PIN Pad.
Explanation
When changing a password, the 1st and 2nd entry do not match.
Action
Retry with the correct password.
Explanation
The username entered already exists on the card reader.
Action
Enter a new username.
Explanation
The clerk ID being added already exists on the card reader.
Action
- Use a new clerk ID.
OR - Delete the existing ID before adding.
Explanation
The invoice number entered already exists in the batch.
Action
Use a new invoice number.
Explanation
The server ID being added already exists on the card reader.
Action
- Use a new server ID.
OR - Delete the existing ID before adding.
Explanation
A transaction with the same card number and same amount already exists in the batch.
Action
- Press the far left hot key [F1] to accept the transaction.
OR - Press the far right hot key [F4] to cancel the transaction.
Explanation
A comm error occurred while performing an EMV chip card key update.
Action
Check the connection and retry.
Explanation
An invalid password was entered.
Action
Enter the correct password.
Explanation
Batch does not exist in history.
Action
Enter a valid batch number from one of the last 30 batches.
F – M
Explanation
Shows success or failure of the automatic key exchange for magstripe Debit Transaction.
Action
If automatic key exchange fails, please call the Helpdesk for further assistance.
Explanation
The network connection failed.
Action
- Verify the card reader’s network connections. Guided steps are available on the Fix Credit Card Terminal Issues page.
- Retry the transaction.
Explanation
The PIN entered is incorrect.
Action
Enter the correct PIN.
Explanation
A chip capable card was swiped on the card reader.
Action
Insert the card into the card reader.
Explanation
A chip capable card was swiped on the PIN Pad.
Action
Insert the card into the card reader.
Explanation
The incorrect last 4 digits of the card were entered.
Action
- Retry the last 4 digits of the card.
OR - Try using a new card.
Explanation
The clerk ID entered does not exist in the card reader.
Action
- Enter a valid ID.
OR - Set up a new ID.
Explanation
The date entered is not in an acceptable format.
Action
The date should be entered as DDMMYY.
Explanation
The password entered does not meet requirements.
Action
Type a different password with at least 7 digits (must include at least 1 alpha and 1 numeric character).
Explanation
The number of gift cards entered on a Block Activation, Multi Issuance, or Multi Activation exceeds the value set in the parameter GCMAX.
Action
Enter a value from 1 to 999.
Explanation
The server ID entered does not exist in the card reader.
Action
- Enter a valid ID.
OR - Set up a new ID.
Explanation
The tax amount entered is not in the valid tax amount range.
Action
The amount must be within .1% - 22% of the sale amount.
Explanation
The time entered is not an acceptable time format.
Action
The time should be entered as HHMM.
Explanation
An invalid user name was entered.
Action
Type the correct username.
Explanation
Displayed for debit if the key exchange had previously failed.
Action
Please call the Helpdesk for further assistance.
Explanation
The card reader attempted to dial out, but the line was busy.
Action
Check the telephone line and retry.
Explanation
The card reader was disconnected before the transaction was complete.
Action
Check the telephone line and retry.
Explanation
There were 3 consecutive bad card swipes.
Action
Type the card number.
Explanation
The maximum number of clerk IDs is 100. The maximum has been exceeded.
Action
Delete existing clerk ID(s) prior to adding any new ID(s).
Explanation
The maximum number of server IDs is 100. The maximum has been exceeded.
Action
Delete existing server ID(s) prior to adding any new ID(s).
Explanation
Transaction was attempted, but merchant information was missing from the card reader.
Action
Please call the Helpdesk for further assistance.
Explanation
- A previous attempt to settle the batch failed.
OR - An attempted action requires an empty batch.
Action
- Retry settling the batch.
- Check your card reader’s connection.
- If the problem continues, please call the Helpdesk.
N – P
Explanation
An attempt to connect to the Internet failed.
Action
The card reader will automatically connect to dial.
Explanation
There was no answer when the card reader tried to connect.
Action
- Check the connection settings.
- Retry the transaction.
Explanation
The card reader attempted to dial out, but it cannot detect a dial tone.
Action
- Check the line for a dial tone.
- Retry the transaction.
Explanation
Missing Ingenico Encryption package on Tandem (Host).
Action
Please call the Helpdesk for further assistance.
Explanation
The card reader is not programmed with a valid MID.
Action
Please call the Helpdesk for further assistance.
Explanation
There was an attempt to print a report when there were no transactions in queue.
Action
Confirm if there are any pending transactions.
Explanation
An error occurred when the chip card was being read. Swipe is supported.
Action
- Swipe the card.
OR - Type the card number.
Explanation
An error occurred when the chip card was being read. Swipe is not supported.
Action
Try another card.
Explanation
The settlement total entered does not match the total in the batch.
Action
Compare and verify transactions on the detail report.
Explanation
- The card reader is out of paper.
OR - The paper is not loaded correctly.
OR - The paper cover is open.
Action
Reload the paper and close the cover.
Explanation
Display if transaction amount exceeds the maximum of $999,999.99.
Action
Enter a transaction amount from 0.01 to 999,999.99.
Explanation
A scheduled download was attempted. However, the download URLs or Ports are empty.
Action
Reconfigure the card reader download settings.
Explanation
More than 4 incorrect password attempts have been made.
Action
The admin will be locked out for 30 minutes. Another admin user can reset the username and password.
Explanation
An attempt to perform a dial transaction was made. However, there is no value entered for the host phone number.
Action
Please call the Helpdesk for further assistance.
Explanation
If the next PIN entry attempt is invalid, the card may be blocked.
Action
- The cardholder will need to reattempt the correct PIN.
OR - The cardholder will need to contact their issuer.
Explanation
Displayed when a Pinpad (External/Internal) is disabled at the Host level and a "Key Exchange" is performed. Or When an EMV Debit Transaction is processed and the Pinpad is disabled at the Host.
Action
Please call the Helpdesk for further assistance.
Explanation
- The external PIN Pad is not connected.
OR - The PIN Pad type is not set correctly.
Action
Verify PIN Pad connection and PIN Pad type settings.
Explanation
Less than 4 digits were entered for the PIN.
Action
Reattempt using the correct 4 digit PIN.
Explanation
Too many invalid PINs were attempted. The card may be blocked.
Action
Try another card.
Explanation
The chip card was inserted before a transaction was initiated.
Action
- Remove the card.
- Retry the transaction from the main menu.
Explanation
The merchant settings cannot be edited when there are pre-auth transactions in the card reader.
Action
Complete any open pre-auths.
Explanation
The pre-auth maximum is 100 per batch.
Action
Complete any open pre-auths.
Q – Z
Explanation
Displayed after all receipt copies are printed.
Action
Remove the card.
Explanation
A new server was being added during a transaction, but the ID was not confirmed.
Action
- Add a new server ID.
OR - Reattempt with an existing ID.
Explanation
Settlement failed.
Action
Retry the Settlement.
Explanation
The card reader could have been exposed to high temperatures or electrical static.
Action
Please call the Helpdesk to replace your card reader.
Explanation
There are no pending transactions.
Action
Please call the Helpdesk for further assistance.
Explanation
The contactless transaction is over the limit.
Action
- Insert the card.
OR - Swipe the card.
Explanation
The contactless card was tapped too quickly or incorrectly read.
Action
Retry card tap.
Explanation
The transaction has timed out.
Action
- Remove the card.
- Retry the transaction.
Explanation
The network connection failed.
Action
- Check your network connection.
- Retry the transaction.
Explanation
There is an adjustment on a chip card transaction. Chip card transactions cannot be adjusted.
Action
- Void the transaction.
- Retry the transaction for the correct amount.
Explanation
The cardholder is using an unrecognized gift card.
Action
Use an accepted gift card.
Explanation
The cardholder pressed cancel.
Action
Retry the transaction.
Explanation
The change being requested requires a card reader reboot.
Action
There is no action to take.