Transaction error messages

By June 11, 2018 April 10th, 2019 Troubleshooting

Here is a list of common transaction error messages, what they mean, and how to resolve them.

Comms Error

Please read this post for information on how to fix a comms error.

Format Error

This message appears on a MOTO (card not present) (user guide) transaction when information is either missing or incorrect.

Check the customer’s card number, expiry date, and CVV (if used) is correct.

In some cases, the customer’s bank may not allow the card to be used this way. If you’re sure they’ve given you the correct numbers they may need to contact their bank.

Do Not Honour / Contact Bank / Contact Issuer

This error means that the customer’s bank has declined the transaction. Ask your customer to contact their bank to confirm why this has happened.

Incorrect PIN / PIN Tries Exceeded

Your customer has entered the wrong PIN number for their card or account. If they do this three times in a row their card may be locked and they will need to contact the card issuer to resolve this.

Power Failure Declined

If your eftpos terminal loses power during a transaction this message will print on a receipt when the terminal restarts.

If a transaction was in process when the terminal lost power a reversal may be generated to return any money that was debited from your customer’s account. This is automatically generated by the payment network – you do not get a notification on your terminal that a reversal has been generated. If you are unsure of the result of a transaction please contact our 24/7 Technical Support team.