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SPm2

This device is not suported by the helpdesk

FAQs

  • Software Upgrade
    Saturn: Will automatically upgrade Vega: Spire:
  • All transactions are declining/ failing
    Check the internet or phone line is working. Switch the power off at the power socket, check all cables connected, switch back on and hold down the power button to turn it on.
  • Terminal displays 'Acquirer Disabled'
    This means the connection has been lost with the acquirer and needs to be reconnected again, please call our Helpdesk.
  • Blank screen or loss of power?
    Ensure the plastic strip covering the gold pins is removed from the battery before switching on, ensure the battery is fully charged using with a power cable directly into the machine or the terminal is placed on the docking station correctly. Press the power button on the side of the terminal to turn on.
  • How do I complete my End of Day Banking Procedure/Settlement?
    It is best practice to complete this at the end of business every day.​​ 1. When the terminal is displaying the 'SALE' screen​ 2. Press 'Batch' and enter password 0000 and then press Enter 3. Follow on-screen instructions
  • AVS match
    Address details matched but CVV2 did not (Customer Not Provider) What to do: Merchant can proceed by pressing enter at their own discretion. Any question should be directed to the acquiring bank.
  • CARD HOLDER NOT VERIFIED
    This message is generated by the bank for all Contactless transactions, the transaction has gone through. What to do: No action required
  • TOTALS CANNOT CONFIRM or TOTALS UNCONFIRMED
    The settlement has been unsuccessful several times What to do: Restart your terminal and check connections, retry, if still unable to settle call your helpdesk for assistance
  • NEW PINPAD DETECTED
    The terminal detected new PinPad What to do: Call your helpdesk for assistance
  • TOTALS DISAGREE
    Totals stored on the terminal differ from the totals at the acquirer What to do: Settle the terminal again if an error appears, call your acquirer
  • CARD ERROR
    Possible card reader fault What to do: Restart your terminal and attempt again, if message appears again call the Helpdesk
  • GPRS DISCONNECTED
    GPRS terminals only - lost connection What to do: Power off your terminal, remove the battery, after 30 secs put it back in and if still not connecting call your helpdesk for assistance
  • ERROR NO DIAL LINE
    Terminal lost it's connection to the phone line What to do: Restart your terminal, check your phone line is working and it has a dial tone, check the connections and loose cables. If you are still unable to connect, call your Helpdesk for assistance
  • Acquirer disabled
    Connection to the acquirer has been lost What to do: Logon procedure required to reconnect - please call the Helpdesk
  • SECURITY ERROR
    Connection to one or more acquirers has been lost What to do: Logon procedure required to reconnect - please call the Helpdesk
  • BREAKDOWN RECORD
    The Pinpad has triggered a tamper switch What to do: Contact the Helpdesk to replace the Pinpad for you
  • PIN TRY EXCEEDED
    The cardholder has exceeded their maximum number of incorrect PIN attempts What to do: The cardholder will need to speak to the issuing bank and provide an additional form of payment
  • SETTLEMENT REQUIRED or STORE FULL
    Settlement report is required before taking another transaction What to do: Settle/batch your terminal
  • TOTALS AGREE
    The settlement was succesful What to do: Press cancel to return back to the sale screen
  • PRINTER ERROR
    Possible printer failure or power issue What to do: Restart your terminal and check you are using the original power cable that came with the terminal. If printer error still appears after call your helpdesk for assistance
  • REVERSAL
    A transaction was in progress but aborted at the last minute or reversed by the acquirer What to do: Call your acquirer for assistance
  • TAMPER DETECTED - 1,2,3 or 4
    The Tamper switch has been triggered and the terminal shut itself down What to do: Call the Helpdesk for a replacement terminal
  • DATA MATCHED
    Customer not present transaction – all security information was verified What to do: Press enter to continue
  • VOUCHER REJECTED
    On TOP UP only, the account is likely to be closed What to do: Call Epay or your leasing company
  • NO BATCH TOTALS
    Batch is empty - nothing to be settled What to do: No action required
  • ENTER SCHEME REFERENCE NUMBER
    Some acquirers require this message to appear during Pre-Authorisation process. What to do: Press 'Enter' button' to skip this message.
  • TERMINAL SUSPENDED
    The terminal has been disabled by the leasing company What to do: Call your leasing company for assistance
  • DATA NOT MATCHED OR DATA NOT CAPTURED
    CVV2 and address were not verified What to do: Details entered on customer not present transaction were not verified, a merchant can proceed at their own discretion, if unsure call your acquirer
  • MANUAL ENTRY NOT ALLOWED
    Customer not present transaction is not authorised on your account What to do: Call your leasing company to add customer not present transactions to your account
  • EXTERNAL PIN PAD FAILURE
    The Pinpad has likely become disconnected whilst the terminal is still powered on What to do: Reconnect the PinPad cable, restart your terminal, if the message appears again call your helpdesk
  • BAD 'TID OR SERIAL NUMBER'
    An issue with the customers account has been recognised What to do: Contact your leasing company
  • DATA NOT CHECKED
    Address details not entered during customer not present transaction What to do: Address details were not entered, a merchant can proceed by pressing enter at their own discretion. If unsure please call your acquirer
  • DECLINED PICK UP CARD
    The card may have been reported either lost or stolen What to do: Call the Acquirer to check the transaction.
  • TRANSACTION VOID
    The terminal was unable to complete the transaction What to do: Restart your terminal, check all connections, if still unable to complete call your Helpdesk for assistance
  • BAD MAC
    Connection with one or more acquirers has been lost What to do: Logon procedure required to reconnect - please call the Helpdesk
  • RE ENTER DATA
    On customer not present transactions - details entered incorrectly What to do: Check the card details with the cardholder and try again
  • DECLINED
    Genuine decline What to do: No action required. If unsure, please call your acquirer to check if this was a genuine decline
  • PAC' or ' PIC ' Version incorrect (SPp10 PIN PAD)
    The Pinpad has triggered a tamper switch What to do: Contact your Helpdesk to replace the Pinpad for you
  • RETAILER UNKNOWN
    The account is open at the acquirer but not active yet What to do: Call your leasing company for assistance
  • ERROR 32 NO CONNECT
    Terminal lost it's connection What to do: Restart your terminal, restart your router and/or Netis router and ensure your internet connection is working. If still unable to connect call your Helpdesk for assistance
  • UPDATE FAILURE or YOUR TERMINAL HAS FAILED TO UPDATE
    The terminal attempts to update once a month this has failed What to do: Call the Helpdesk for assistance
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