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.
Click here to go to our Documents & Downloads page for Quick Reference Guides/User Manuals.
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.
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 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.
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.
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.
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 issues.
Saturn terminals support both Wi-Fi and GPRS connections. Depending on your usual setup, expand the section below corresponding to your connection type - if you're not sure how to identify which is in use, each section will tell you what to look for:
Wi-Fi Connection
A Wi-Fi connected terminal shows this symbol in the top right corner:
If the symbol is missing, the terminal is not currently connected to Wi-Fi.
Try the following steps to attempt to restore connectivity:
Check your Wi-Fi router is working and has internet access (e.g., connect a phone and load a webpage).
Restart the router: turn it off, wait 30 seconds, turn it back on, and confirm internet access before retrying a transaction.
Restart the terminal:
S1F2: power button on the left side.
S1Mini2: power button on the right side.
Hold the button until Power off & Restart appears, then select Restart. Try a transaction once it restarts.
If your terminal has a SIM card, you can switch to GPRS by turning off Use Wi-Fi in the settings.
For a guide on how to connect to Wi-Fi, click here.
GPRS Connection
A GPRS connected terminal should have a 3G/4G symbol in the top right corner of the screen.
A SIM card must be installed for this connection (some leasing companies do not include one).
You will also see a signal strength indicator next to the 3G/4G symbol, the amount it is 'filled' will indicate the signal strength, this is how it appears at full strength:
Try the following steps to attempt to restore connectivity:
Move the terminal closer to a window or outside to improve signal, then try a transaction.
Restart the terminal:
S1F2: power button on the left side.
S1Mini2: power button on the right side.
Hold the button until Power off & Restart appears, then select Restart. Try a transaction once it restarts.
If issues persist, there may be a local network outage (e.g., mast maintenance). In some cases, switching network providers can help, but not always. Contact technical support if unsure.
www.signalchecker.co.uk can help identify potential network issues:
It lists coverage checkers for each carrier via the “See Coverage Map” button. These show where service should be available but do not report live faults.
Some carrier sites also provide a network status checker, either as a separate tab/service or combined with coverage. This reports only known or reported local issues (e.g., outages, mast work).
Not all carriers provide both tools, and even a status checker may not list every fault if it hasn’t yet been reported.
If Wi-Fi is available, connect through the terminal’s settings menu. Even an unstable Wi-Fi signal can provide a temporary workaround until the GPRS issue is resolved.
If you have tried all of the above steps relevant to your type of connection (Wi-Fi or GPRS), or if neither connectivity symbols are visible; and you are still unable to complete a transaction, please contact 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.
Which report is best for my needs?
If you have accessed the Reports screen, and are unsure of which report to view/print. Below is a rundown of the information contained within each report.
Please be aware that the types of reports you will have access to will depend on the Acquirer that your terminal operates with, if you are unsure what this means, please contact your Leasing Company, or your technical support helpdesk and we can explain this for you.
Some reports have a Short and a Full option, which provide different levels of detail.
All reports will display your Terminal ID and Merchant ID at the top of the printout.
If your Acquirer is EVO
Analysis report:
Short:
Receipt range e.g. from receipt 000001, to receipt 000010.
Number of sales/voids & totals.
Number of tips & total.
Number of completion/voids & totals.
Number of pre-auth/voids & totals.
Net total.
Full:
Everything found on 'Short' version; plus a breakdown of individual transactions, including transaction numbers & times, card types and cashback amounts.
In both 'Short' and 'Full' versions, generating or printing these reports will not make any connection with the Acquirer, or reset totals to zero. Only a Settlement will do so - see FAQ: "How do I complete my End of Day Banking Procedure/Settlement" for further information.
Statement report:
Short:
Receipt range e.g. from receipt 000000, to receipt 000010.
Combined summary of all card types for sales, refunds and completions.
Net total.
Full:
Receipt range e.g. from receipt 000000, to receipt 000010.
Combined summary of all card types for sales, refunds and completions.
Summary of individual card types for sales, refunds and completions.
Combined net total & net total per card type.
In both 'Short' and 'Full' versions, generating or printing these reports will not make any connection with the Acquirer, or reset totals to zero. Only a Settlement will do so - see FAQ: "How do I complete my End of Day Banking Procedure/Settlement" for further information.
If your Acquirer is Lloyds (Cardnet), FDMS, Worldpay or AIB
Please be aware that the default banking window 08:00 - 18:00 may affect the values shown on your reports, if this does not match up to your business' operating hours, please speak to your Acquirer to check this and change it if necessary.
X / Z reports:
Both the X and Z report will contain the same information:
Transaction range e.g. for TXNS 0000-0010.
Totals per card type & grand total.
Breaks down per card type and grand total by sales (DR), and refunds (CR).
The only functional difference between an X and Z report, is that an X report WILL NOT reset totals to zero, and a Z report WILL reset totals to zero.
The bottom of the report will state "TOTALS NOT RESET" / "TOTALS RESET" respectively.
In both cases, generating or printing these reports will not make any connection with the Acquirer. Only a Settlement will do so - see FAQ: "How do I complete my End of Day Banking Procedure/Settlement" for further information.
If you wish to have a report that resets to zero, alongside completing a settlement to confirm totals with the Acquirer, we recommend completing a Z report, followed by the settlement.
Summary report:
This report is very basic in the information that it provides. For a more detailed report, use the Audit report.
Total by card type; breaks down by sales, refunds and totals.
Grand total of all card types; breaks down by sales, refunds and totals.
Generating or printing this report will not make any connection with the bank, or reset totals to zero. Only a Settlement will make a connection with the Acquirer - see FAQ: "How do I complete my End of Day Banking Procedure/Settlement" for further information. To reset the totals to zero, use the Z report detailed above.
Audit report:
Breaks down each individual transaction, providing:
Invoice number.
PAN.
Type of transaction (sale, refund, etc.)
Auth code.
Card type used.
Transaction total.
Generating or printing this report will not make any connection with the bank, or reset totals to zero. Only a Settlement will make a connection with the Acquirer - see FAQ: "How do I complete my End of Day Banking Procedure/Settlement" for further information. To reset the totals to zero, use the Z report detailed above.
If your Acquirer is Elavon
Audit / Summary report:
Both reports contain near identical information, the only difference is that the Audit report will also provide a running total of all transactions (both UK and foreign cards) at the bottom of the report. Aside from that, both will show the following:
Breakdown of sales, sales voids, refunds and a total.
Number of transactions contained in the report.
Breakdown of sales for UK card types.
Breakdown of sales for foreign card types (if applicable).
In both cases, generating or printing these reports will not make any connection with the Acquirer, or reset totals to zero. Only a Settlement will do so - see FAQ: "How do I complete my End of Day Banking Procedure/Settlement" for further information.