Saturn
The Saturn range offers versatile connectivity, capable of communicating via Wi-Fi or GPRS mobile signal (such as 4G/3G, depending on local service availability). It supports both 2.4GHz and 5GHz Wi-Fi networks but requires a secure, non-cloud-based router. When both connection types are available, the terminal prioritises Wi-Fi and will fall back on GPRS if Wi-Fi connectivity fails.
AVS Match
During a CNP (Customer Not Present) transaction; address details were matched, but CVV/CVV2 did not.
Solution:
You may proceed at your own discretion by pressing enter. Any queries regarding the transaction are best directed at the Acquirer.
Acquirer Disabled
Connection to the Acquirer has been lost, the terminal has been logged off by their automated system.
Solution:
Logon procedure required to reconnect to the Acquirer, if you are unsure what this means and haven't been given instruction on how to do this, please contact the technical support helpdesk.
Bad MAC
Connection to the Acquirer has been lost, the terminal has been logged off by their automated system.
Solution:
Logon procedure required to reconnect to the Acquirer, if you are unsure what this means and haven't been given instruction on how to do this, please contact the technical support helpdesk.
Bad TID or Serial Number
An issue with your account has been recognised.
Solution:
Please contact your leasing company.
Breakdown Record
A tamper switch has been triggered inside the PIN Pad.
Solution:
Please contact the technical support helpdesk to arrange a replacement.
Card Error
Potential card reader fault.
Solution:
Try restarting your terminal and reattempt the transaction, if the message appears again, please call the technical support helpdesk.
Cardholder Not Verified or C/holder Not Verified
This message means that no PIN was entered by the cardholder for the transaction i.e. it was a transaction processed by Contactless, CNP or Swipe.
As long as the terminal said the transaction was approved, and there is an auth number present on the receipt, the transaction went through.
No action required. If you have any queries about the transaction, these are best directed at the Acquirer.
Data Matched
During a CNP (Customer Not Present) transaction, all security information was verified.
Solution:
Press enter to continue.
Data Not Checked
During a CNP (Customer Not Present) transaction, address details were not entered.
Solution:
You may proceed at your own discretion by pressing enter. If you have any queries about the transaction, please contact the Acquirer.
Data Not Matched or Data Not Captured
During a CNP (Customer Not Present) transaction, CVV/CVV2 and address were not verified.
Solution:
You may proceed at your own discretion by pressing enter. If you have any queries about the transaction, please contact the Acquirer.
Declined
Transaction was not approved.
Generally this is a genuine decline from the Acquirer. It could also be due to a network connection problem.
Solution:
If you want to query whether the transaction was a genuine decline, you can contact your Acquirer to check this. If there is a network connection issue, and you are unsure how you can resolve this yourself, please contact the technical support helpdesk.
Declined Pick Up Card
The card used may have been reported as either lost or stolen.
Solution:
Contact your Acquirer to check the transaction.
Enter Scheme Reference Number
Some Acquirers require this message to appear during a Pre-Authorisation transaction.
Solution:
Press the enter button to proceed.
Error 32 No Connect
The terminal has lost its connection.
Solution:
Restart your terminal, restart your router and/or Netis or TP-Link access point provided with the terminal, check that your router has internet access by attempting to open a webpage on another device connected to your router. If you are still experiencing issues, please contact the technical support helpdesk.
Error No Dial Line
The terminal has lost its connection to the phone line.
Solution:
Restart your terminal, check that your phone line is working and has a dial tone, check the physical connections and re-seat any cables to rule out loose connections. If this error message is still persisting after these steps, please contact the technical support helpdesk.
External PIN Pad Failure
The PIN Pad has likely become disconnected while the terminal was powered on.
Solution:
Reconnect the PIN Pad cable to the terminal and restart your terminal, if the message appears again, please call the technical support helpdesk.
GPRS Disconnected
Your GPRS terminal has lost connection.
Solution:
Power off your terminal, remove the battery, allow 30 seconds before re-inserting the battery, turn the terminal back on. If your terminal is still not connecting to the GPRS network, please contact the technical support helpdesk.
GPRS Disconnected
Your GPRS terminal has lost connection.
Solution:
Restart your device, if your terminal is still not connecting to the GPRS network, please contact the technical support helpdesk.
Manual Entry Not Allowed
CNP (Customer Not Present) transactions are not authorised on your account.
Solution:
If you require CNP transactions to be enabled, please contact your leasing company to arrange to have this added to your account.
New PINPad Detected
The terminal has detected a new PINPad.
Solution:
If you are unsure about this message, please contact the technical support helpdesk for assistance.
No Batch Totals
The current batch on the terminal is empty, there is nothing to be settled.
Solution:
If this is unexpected, please contact your Acquirer. Otherwise, no further action required.
Out of Balance
There has been a discrepancy between the totals stored on the terminal, and the totals at EVO's end.
If the settlement report also says "Sending OK" then the settlement was still successful, however this may cause a delay in funds reaching your merchant bank account. Please contact your Acquirer if you have any queries regarding this.
PAC or PIC Version Incorrect
A tamper switch has been triggered inside the PIN Pad.
Solution:
Please contact the technical support helpdesk to arrange a replacement.
PIN Try Exceeded
The cardholder has exceeded the maximum number of incorrect PIN entry attempts, usually three.
Solution:
The cardholder will need to contact the card issuer (bank) to unblock their card, otherwise they will need to provide an alternative form of payment.
Please Retry Settle
The last settlement that was attempted has failed, your terminal needs to complete the settlement before you are able to take transactions again.
Solution:
Complete the settlement/end of day procedure on your terminal.
Printer Error
Possible printer failure, or power issue.
Solution:
Restart your terminal, ensure you are using the original power cable that came with the terminal. If the "printer error" message still appears, please contact the technical support helpdesk for assistance.
RB Out of Balance (Elavon only)
Totals stored on the terminal differ from the totals at Elavon's end.
Solution:
Please contact Elavon and request them to "close the batch", once they have confirmed this as done, please contact the technical support helpdesk to resolve.
Re-enter Data
During a CNP (Customer Not Present) transaction, details entered incorrectly.
Solution:
Check the card details with the cardholder and retry the transaction.
Retailer Unknown
The account is open at the Acquirer end, but is not yet active.
Solution:
In most cases you will need to contact your leasing company to resolve this, unless your Acquirer is Cardnet, you may need to contact Cardnet directly.
Reversal
A transaction was in progress, but was aborted or "reversed" by the Acquirer.
Solution:
Contact the Acquirer for assistance.
Security Error
Connection to the Acquirer has been lost, the terminal has been logged off by their automated system.
Solution:
Logon procedure required to reconnect to the Acquirer, if you are unsure what this means and haven't been given instruction on how to do this, please contact the technical support helpdesk.
Settlement Required or Store Full
A settlement is required before taking another transaction.
Solution:
Complete the settlement/end of day procedure on your terminal.
Tamper Detected - 1, 2, 3 or 4
The terminal has become locked out due to a tamper switch being triggered.
Solution:
Please contact the technical support helpdesk to arrange a replacement.
Terminal Suspended
The terminal has been disabled by the leasing company.
Solution:
Please contact your leasing company for assistance.
Totals Agreed
The settlement was successful.
No further action is required.
Totals Cannot Confirm or Totals Unconfirmed
The settlement has been unsuccessful several times.
Solution:
Restart your terminal, check network connection, and retry the settlement/end of day procedure on your terminal. If you are still unable to complete the settlement, please contact the technical support helpdesk for assistance.
Totals Disagreed
Totals stored on the terminal differ from the totals at the Acquirer end.
Solution:
Re-attempt the settlement/end of day, if the error appears again, please contact your Acquirer.
Transaction Offline - Declined
This message will appear at the end of a transaction, if it has not reached the Acquirer for approval, most likely due to a connection error.
Not to be mistaken with "Transaction Online - Declined" - the potential causes for this error are not the same.
Solution:
Verify connection status. Check the top right corner for the connection symbols for GPRS or Wi-Fi, there are more details on this found in FAQs under "Why are transactions failing or declining?"
Transaction Online - Declined
This message will appear at the end of a transaction, it has reached the Acquirer and they have declined the transaction.
Not to be mistaken with "Transaction Offline - Declined" - the potential causes for this error are not the same.
Solution:
This could be for several reasons, including a genuine decline; if the cardholder does not think the card should be declined, we would advise to first contact your Acquirer, to query this.
Transaction Void
The terminal was unable to complete the transaction.
Solution:
Restart your terminal, and check its network connection; if the transaction is still unable to complete, please contact the technical support helpdesk for assistance.
Update Failure or Your Terminal Has Failed to Update
The terminal's automatic update has failed.
Solution:
Please contact the technical support helpdeks for assistance.
Voucher Rejected
On top up only: the account is likely to be closed.
Solution:
Contact Epay, or your leasing company for assistance.
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.
This process ensures that the transactions held on the terminal's batch are confirmed with the Acquirer bank, which will in turn trigger those funds to be sent to the intended bank account.
If you have multiple terminals, each terminal requires its own settlement to be completed.
The End of Day/Settlement process overall is very similar, with minor variation, between the Acquirers that the terminal operates with. To view a guide on the process, click on the link relevant to your Acquirer:
Lloyds, FDMS, Worldpay & AIB | End of Day/Settlement
How do I update my terminal?
If a software update is available, this will occur during the daily automatic reboot - this is generally programmed to happen in the early hours of the morning.
You should get an update report advising you of a successful update when one has occurred.
If you believe your terminal is failing to update, please contact our helpdesk.
Why are transactions failing or declining?
Unless the declines are genuine, your terminal may be experiencing connection problems.
Depending on how your terminal is usually connected to the internet, the S1F2 is capable of both Wi-Fi or GPRS, check the following.
A terminal connected to Wi-Fi will show the below symbol in the top right corner of the screen.
If this symbol is currently not visible, it means the terminal is not connected to the Wi-Fi at the moment.
Check whether your Wi-Fi router is working and has internet access - try connecting another device to it, like a mobile phone, and attempt to load a webpage.
Try turning off your Wi-Fi router, allow 30 seconds to pass, and then turn it back on. After the Wi-Fi router has restarted, and internet access is re-established, try a transaction. Restart the terminal by pushing and holding the power button on the left side of the device until you see Power off & Restart appear on screen, select Restart. After the terminal has restarted, try a transaction.
If your terminal has a SIM card installed, you can attempt to use GPRS connection instead by turning off Use Wi-Fi in the Wi-Fi settings menu.
For a guide on how to connect to Wi-Fi, click here.
A terminal connected via GPRS will usually show either a 4G or 3G symbol in the top right corner of the screen.
A SIM card needs to be installed in the terminal for GPRS to be viable. It is possible that your leasing company did not request a SIM to be added to the order.
There will also be a signal indicator (shown below) in the top right corner of the screen. This will inform you how strong the connection is.
Try moving the device closer to an outside window/door, or take it outside, to see if there are improvements to the signal. Try a transaction.
Restart the terminal by pushing and holding the power button on the left side of the device until you see Power off & Restart appear on screen, select Restart. After the terminal has restarted, try a transaction.
It's also possible that there is a localised issue with the GPRS network in your area, such as a telephone mast being down for maintenance. In these cases, it is sometimes possible to switch the network provider, but some providers will share infrastructure and this may not resolve your issue, you should contact the technical support helpdesk for help with this.
www.signalchecker.co.uk can be a useful resource for GPRS connection information, as well as providing a postcode checker that provides overall coverage as well as links to specific network checkers - these can inform you if there are known issues in your area.
If you have a Wi-Fi router, you can use the Wi-Fi settings found in the terminal menus to attempt to connect to it. Even if your Wi-Fi connection is unreliable or slow, it can provide a temporary solution until the GPRS connection issue can be resolved by the necessary network carrier.
If you have tried all of the above relevant to your type of connection and are still unable to complete a successful transaction, please call the technical support helpdesk for further assistance.
Why does my terminal say "Acquirer Disabled"/"Security Error"/"Bad MAC"?
Your Acquirer has logged the terminal off. Depending on your Acquirer, there is a specific procedure to log the terminal back on; if you have not been given instruction on how to do this, or are unsure, please contact our helpdesk for assistance.