A common problem with a GPRS credit card terminal is the connection with a venue or location. Please use the following steps to ensure the card terminal is displaying the correct information on screen before attempting to use the device.
- Please ensure the card machine displays GPRS on the screen.
- Ensure network bars are displayed on the screen and check the amount of bars available (5 being extremely good).
- Most importantly, ensure the card terminal displays a network (Orange, EE, T-Mobile, O2, Vodafone or Datasim). If the network is not displayed the card machine will NOT connect.
BAD MAC – The security password between the card machine and the merchant acquirer do not match. Please contact the WTS helpdesk quoting the screen message displayed.
CALL AUTH CENTRE – The transaction has been referred, please call the authorisation centre on the number provided on the card terminal screen or printed receipt.
CANCELLED – The card terminal is advising that the current transaction has been cancelled by the user of the card machine.
DECLINED – The card, card issuer or merchant acquirer has declined the transaction. Please ask the customer for an alternative payment method.
BAD READ – The inserted card cannot be read, please check the orientation of the card and try the transaction again or ask the customer for an alternative payment method.
BAD SWIPE – The swiped card could not be read, please check the orientation of the card and try the transaction again or ask the customer for an alternative payment method.
NOT ACCEPTED – The credit card or debit card presented I not configured for the selected transaction type, please ask the customer for an alternative payment method.
PROCESSING ERROR – The selected operation is not allowed for the card presented, or alternatively the credit card or debit card is faulty. Please ask the customer for an alternative payment method.
OPERATION NOT ALLOWED – The selected operation has been disabled for the credit card or debit card presented or the card is faulty. Please ask the customer for an alternative payment method.
INVALID TRANSACTION – The selected transaction type (e.g. cashback) may not be activated on your existing merchant account. Please contact your merchant acquirer for this to be activated.
INVALID CARD – The card presented is of a type that is not supported, or is damaged and could not be read. Please ask the customer for an alternative payment method.
EXPIRED CARD – The credit card or debit card presented has expired and you should ask the customer for an alternative payment method. If the credit card or debit card are in date, please check the date and time on the terminal and if incorrect, please call the WTS helpdesk on the number provided.
PREVALID CARD – The credit card and debit card presented is not yet valid and you should ask the customer for an alternative payment method. If the credit card or debit card are in date, please check the date and time on the terminal and if incorrect, please call the WTS helpdesk on the number provided.
SORRY FOR DELAY RETRYING – The card machine is unable to connect to the merchant acquirer due to a communications error. The card terminal will make three dial attempts, but if all 3 attempts fail the transaction will be referred. For mobile card machines please check the mobile network or for Bluetooth card machines, please check the LAN or telephone line. Please contact the WTS helpdesk if the problem continues.
PRESS ENTER TO RETRY – The first two dial attempts have failed, resolve the issue (e.g. ensure the telephone line is not in use) and press enter to continue for the third and final attempt. For mobile card machines please check the mobile network and for Bluetooth card machines, please check the telephone lines or LAN, contacting the WTS helpdesk quoting the error message.
CANNOT CALL HOST CHECK PHONE LINE – The terminal is unable to contact the acquirer due to communications error after three dial attempts. For mobile card machines please check the mobile network and for Bluetooth card machines, please check the telephone lines or LAN, contacting the WTS helpdesk quoting the error message.
MEMORY XX FUL FULL (DO Z BALANCE) – The card machine’s memory is becoming full and needs to be cleared. Perform a Z Balance on the card machine to clear all transactions. The alert will only appear when 90% or more capacity has been reached. Ensure a Z Balance is performed at the end of each trading day. If the problem continues after a successful Z Balance, please contact the WTS helpdesk on the contact number provided.