Product Support

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.

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

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.

This means the connection has been lost with the acquirer and needs to be reconnected again, please call our Helpdesk.

Saturn: Will automatically upgrade Vega: Spire:

Connection to the acquirer has been lost What to do: Logon procedure required to reconnect - please call the Helpdesk

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.

Connection with one or more acquirers has been lost What to do: Logon procedure required to reconnect - please call the Helpdesk

An issue with the customers account has been recognised What to do: Contact your leasing company

The Pinpad has triggered a tamper switch What to do: Contact the Helpdesk to replace the Pinpad for you

Possible card reader fault What to do: Restart your terminal and attempt again, if message appears again call the Helpdesk

This message is generated by the bank for all Contactless transactions, the transaction has gone through. What to do: No action required

Customer not present transaction – all security information was verified What to do: Press enter to continue

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

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

Genuine decline What to do: No action required. If unsure, please call your acquirer to check if this was a genuine decline

The card may have been reported either lost or stolen What to do: Call the Acquirer to check the transaction.

Some acquirers require this message to appear during Pre-Authorisation process. What to do: Press 'Enter' button' to skip this message.

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

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

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

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

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

The terminal detected new PinPad What to do: Call your helpdesk for assistance

Batch is empty - nothing to be settled What to do: No action required

The Pinpad has triggered a tamper switch What to do: Contact your Helpdesk to replace the Pinpad for you

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

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

On customer not present transactions - details entered incorrectly What to do: Check the card details with the cardholder and try again

The account is open at the acquirer but not active yet What to do: Call your leasing company for assistance

A transaction was in progress but aborted at the last minute or reversed by the acquirer What to do: Call your acquirer for assistance

Connection to one or more acquirers has been lost What to do: Logon procedure required to reconnect - please call the Helpdesk

Settlement report is required before taking another transaction What to do: Settle/batch your terminal

The Tamper switch has been triggered and the terminal shut itself down What to do: Call the Helpdesk for a replacement terminal

The terminal has been disabled by the leasing company What to do: Call your leasing company for assistance

The settlement was succesful What to do: Press cancel to return back to the sale screen

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

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

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

The terminal attempts to update once a month this has failed What to do: Call the Helpdesk for assistance

On TOP UP only, the account is likely to be closed What to do: Call Epay or your leasing company