Dealing with terminal error messages
Sagepay Verifone
| Screen prompt | Possible cause | Solution |
|---|---|---|
| STAND-IN MODE | Terminal has lost coverage. | Restart the terminal |
| CARD DECLINED | The card issuer has declined to authorise the transaction. | Ask the customer to pay by other means |
| TRANSACTION REFERRED | Assistance is required. | Ask the customer to pay by other means |
| LAST PIN TRY | The customer has twice entered an incorrect PIN. | The customer should enter the correct PIN.The entry of a third incorrect PIN will result in the card being blocked, and the customer must contact their card issuer to have it unblocked.Ask the customer to pay by another means. |
Ingenico
| Screen prompt | Possible cause | Solution |
|---|---|---|
| CALL AUTH CENTRE | Assistance required. | Call the Authorisation Centre on the number displayed by the terminal.Once you have spoken to the Authorisation Centre, press Enter and follow the prompts displayed by the terminal. |
| CALL HELPDESK | Assistance required. | Contact your helpdesk |
| FAULTY CARD | The card is not been correctly inserted or swiped into the terminal. | Insert or swipe the card again. If the problem persists, key in the card details. |
| NOT AUTHORISED | The card issuer has declined to authorise the transaction. | Ask the customer to pay by some other means and press Clear. |
| REFERRAL B | Assistance required. | Call the Authorisation Centre on the number displayed by the terminal.When the call is answered, quote Referral B. |
| ??? | The customer has twice entered an incorrect PIN. | The customer should enter the correct PIN.The entry of a third incorrect PIN will result in the card being blocked, and the customer must contact their card issuer to have it unblocked. |
Spire / Hypercom
| Screen prompt | Possible cause | Solution |
|---|---|---|
| PLEASE REMOVE CARD | The chip could not be read when the card was inserted. | Check that the card was inserted the correct way round and try again or try a different card |
| CARD ERROR | The magnetic strip could not be read when the card was swiped. | Check that the card was swiped the correct way round and try again or try a different card |
| LINE BUSY, WAIT PLEASE WAIT, LINE BUSY | The terminal is not detecting a normal dial tone on the telephone line.NOTE: This will happen only if the terminal is attempting to connect via dial | Check that the telephone line is not in use by, for example a fax machine.Check that the supplied telephone cable is securely connected into the blue LINE socket underneath the terminal.Check that the supplied telephone cable is securely connected into the telephone wall socket. If the terminal still displays
LINE BUSY, WAIT or PLEASE WAIT, LINE BUSY: If you are using any telephone adaptors or extension cables, try removing them. Check that the line is working by plugging a phone into the telephone wall socket and listening for a dial tone. If problem persists, please contact the Helpdesk. |
| ??? | The customer has twice entered an incorrect PIN. | The customer should enter the correct PIN.The entry of a third incorrect PIN will result in the card being blocked, and the customer must contact their card issuer to have it unblocked. |