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| Transaction errors on myPOS device | |
|---|---|
| Errors & messages | Reason for error and further instructions |
| Error: 04 'Capture card' | * Do not attempt to process the payment with the card * Advise the customer to contact their card provider, status appears as stolen * Ask the customer to provide a different card |
| Error: 41 'Lost card' | * Do not attempt to process the payment with the card * Advise the customer to contact their card provider, status appears as lost |
| Error: 43 'Stolen card' | * Do not attempt to process the payment with the card * Advise the customer to contact his/her card provider, status appears as stolen * It is not recommended to proceed with the sale |
| Error: 51 'Not sufficient funds' | * Card funds are insufficient to cover the payment * Advise the customer to contact his/her bank * Ask the customer to provide a different card |
| Error: 54 'Expired card' | Check the Expiry date embossed on the card. * Date in the future: Retry the transaction * Date in the past: Advise the customer to contact their card issuer for renewal * Ask the customer to provide a different card |
| Error: 55 'Incorrect PIN' | * Confirm with the customer if the PIN entered is the correct one * If the PIN was correct, the card issuer might have system issues * Retry the transaction |
| Error: 57 'Transaction not permitted by Issuer' | * Advise the customer that the transaction he/she is attempting is not permitted by the issuing bank and the same should be contacted by the customer * Ask the customer to provide a different card |
| Error: 58 'Transaction not permitted on terminal' | * The POS terminal has been blocked for the transaction you are attempting * Log in the myPOS account and check your device settings * myPOS Devices allow for restrictions to be entered for: 1. Refunds; 2. Void transactions and 3. Top-ups |
| Error: 61 Exceeds withdrawal limit | The value limit (transaction amount) for the card was exceeded. * Advise customer to contact the card issuer |
| Error: 62 'Restricted card' | Error message by the cardholder's bank * Advise customer to contact the card issuer |
| Error: 63 'Security violation' | Security violation * Advise customer to contact card issuer |
| Error: 65 Exceeds withdrawal frequency | The count limit (number of transactions) for the card was exceeded. * Advise customer to contact the card issuer |
| Error: 75 'PIN tries exceeded' | The PIN for the card has been entered incorrectly three consecutive times. * Do not attempt to process the payment with the card again * Ask the customer to provide a different card |
| Error: AF/TR/TR-02/TR-11/CC/EE 'Transaction is declined' | Several reasons are possible: The card was removed too quickly and the approval process was interrupted POS terminal was unable to encrypt the message and process the transaction The card type was not recognised Invalid PIN format Invalid transaction data Missing merchant or terminal information The card currency does not match the terminal currency Transaction is approved by the Issuer, but the card denies the transaction The customer pressed a wrong button on the terminal and cancelled the transaction by accident Encryption error * Retry the transaction * Ask the customer to provide a different card |
| Error: PE 'Invalid pre-authorization code' | The entered pre-authorization code is invalid |
| Communication error messages | |
|---|---|
| Error code | Description |
| 5 | Device attempts to communicate via Bluetooth. An error occurred in sending or receiving data. |
| 11 | Device reads a card, a PIN is entered (in case necessary) and an authorization message is sent afterwards. Error 11 outlines issue when sending Authorization message. |
| 12 | The authorization message has been approved. There was an error when sending Capture/Clearing message afterwards. |
| 13 | The authorization message is approved. The error occurs if: - the transaction was declined by the card afterwards - timeout on the terminal As a result, the transaction is reversed. |
| 14 | There was an error while sending data when trying to validate activation code. |
| 15 | There was an error while sending data when trying to check for update. |
| 16 | There was an error while sending data when trying to get / clear reconciliation reports. |
| 17 | There was an error while sending data when trying to validate deactivation code. |
| 18 | There was an error while sending data when trying to check connection. |
| 19 | There was an error while trying to confirm activation / deactivation of the device. |
| 20 | There was an error while validating a host message |
| 21 | Common communication error; usually the remote host has closed the connection |
| 22 | No response received for the sent request |
| myPOS device errors | |
|---|---|
| Errors & messages | Reason for error and further instructions |
| Error: XX ‘Unable to reach authorization host’ | * Make sure your router does not have any network traffic restrictions or filters - your router does not require setting a special TCP/IP configuration on your network devices (myPOS will use the default settings only) * Ensure the network signal is strong enough. The network signal strength is indicated via a Wi-Fi signal icon located in the upper part of your device screen. To connect via a Wi-Fi router, please follow the procedure described in the “How to connect your device with Wi-Fi” section from the Quick User Guide included in your package. |
| Error message “No card found in Slot 1.” on myPOS Combo device, but the card is already inserted | Please check if your SIM card is inserted in the correct card slot. Your myPOS device has 2 SIM slots. Make sure that you are using SIM card slot 1 (the back one). The first accessible SIM slot (SIM slot 2) will remain empty. |
| Error message “The network registration was unsuccessful” | This means that the myPOS device could not find the default settings of your mobile network. Please, click on the green button (O) Settings to enter them manually. You will be asked for APN (Access Point Name of your network), user name and password. You can find the information from your mobile provider. |
| Error message “Device activation not successful” when activation code is entered | Please ensure that the activation code was entered correctly and try again. Please have in mind that the activation code is valid for 24 hours. If your code has expired, please generate a new one. If you still having issues with the activation, please email our Contact Centre from your registered e-mail. We will contact you within 48 hours. |
| The myPOS device was successfully activated, but the update procedure failed | Please, check your Internet connection and try again. Alternatively, you can change your connection type and try to update again. The update procedure after successful activation is mandatory so your new myPOS device will prompt you to finish it. |
| A successfully processed transaction with a status "Not cleared" at my "Accounts" or in my "Devices" menu | If your transaction was approved and the device displayed a successful message, this status is shown because the confirmation message from the terminal was not received from the system yet. This may be due to interruption of the process or of the connection. Next time when you perform a transaction your myPOS device will complete the previous transaction first and after that will process the new one. |
