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This guide is designed to help you identify common error types
and the best way to resolve them.
Contact details will be included with your terminal or found online
at the manufacturer’s website.
PAYMENT TERMINAL:
TROUBLESHOOTING
GUIDE
COMMON ERRORS AND
HOW TO RESOLVE THEM
1. CONNECTIVITY
2. MENU LAYOUT TIPS
5. ERROR TYPE: “DO NOT HONOUR”
3. BAD MAC / INVALID MAC
4. SECURITY ERROR
6. ERROR TYPE: “REFER TO ISSUER”
7. ERROR TYPE: “CARD TYPE NOT ACCEPTED”
8. ERROR TYPE: “RECONCILIATION NOT
CLEARING TOTALS”
9. ERROR TYPE: “NOT RECEIVING
TRANSACTIONS”
10. TEST TRANSACTION SECURITY
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Perform a HARD REBOOT
1. Remove battery cover
2. Gently unclip the battery
3. Replace battery after more than 60 seconds or longer to allow time for the machine to
lose knowledge of the last task it was performing
4. The delay before replacing the battery becomes essential where the screen froze or was
stuck ‘in a loop’
For Ingenico Models only perform a SOFT REBOOT
5. To Turn O, hold down yellow CLEAR KEY and COMA (above green key) for more than 4
seconds
6. To Turn On, hold down green key
Note: You may locate soft reboot options for other brands and models by referring to
the user guide received with your card machine.
Soft reboot may be preferred where you are unable to locate or comfortably remove the
battery.
1. CONNECTIVITY
1. If you cannot nd function buttons, look
for a supervisor option
2. If you cannot nd the reset button, this
indicates the terminal is an oine machine
or software/IPOS. Please contact your
provider for assistance.
2. MENU LAYOUT TIPS
Card machines can be REBOOTED to clear the majority of connection failures.
PAYMENT TERMINAL: TROUBLESHOOTING GUIDE
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This is usually due to an issue with the Cardmember’s Account and as a result we will not authorise the
payment until they call to resolve the issue themselves.
Advise the Cardmember that they need to contact customer service, the number on the back of
their Card.
5. ERROR TYPE: “DO NOT HONOUR”
PAYMENT TERMINAL: TROUBLESHOOTING GUIDE
1. Perform MAC reset
2. Logon and test terminal
If the problem persists, contact American Express on: 0800 032 7216*, select option 2.
3. BAD MAC / INVALID MAC
A Security Error occurs when you
have manually entered the Card
details incorrectly.
The terminal will lock itself as part
of a security feature to prevent
suspected fraud.
1. Perform MAC reset on terminal
2. Logon to the terminal
3. Perform test transaction
4. SECURITY ERROR
This error can occur when the MAC key is set to an incorrect or mismatched value between
the terminal and the American Express system that can cause it to lock.
This message will appear when a Card is declined.
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This could be as part of a spot security check or can sometimes be
asked for with transactions that are over a substantial amount.
You will need to call our Authorisations Department on
0208 551 1111.
6. ERROR TYPE: “REFER TO ISSUER”
Ensure you have performed download, reset, logon and
test transaction.
If the problem persists, contact American Express on:
0800 032 7216*, select option 2.
7. ERROR TYPE: “CARD TYPE NOT ACCEPTED”
This message will be displayed when the transaction
needs to be authorised by American Express.
This message will display when American Express isn’t
correctly loaded onto the terminal.
1. Check how the terminal is connected:
a. If Bluetooth or Wi-Fi – make sure it is near router or paired base unit when performing EOD banking as low signal may aect
2. Perform reconciliation for American Express on its own
3. If still not working, contact your terminal provider to troubleshoot.
8. ERROR TYPE: “RECONCILIATION NOT CLEARING TOTALS”
This is when the EOD banking doesn’t zero down the totals at the end of each day and the amount carries over to the following day.
PAYMENT TERMINAL: TROUBLESHOOTING GUIDE
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PAYMENT TERMINAL: TROUBLESHOOTING GUIDE
2. IPOS terminals have dierent buttons and menus, if you cannot set up your terminal, please check IPOS terminals on
Get Started | American Express Merchant UK
3. If this issue continues please refer to your user guide or contact your terminal provider for assistance to activate American Express.
Recommendation: if this error appears do your banking report before completing the MAC Reset.
INSIGHTS
1. If you cannot find a reset button in the terminal guides please reach out to American Express (0800 032 7216*, select option 2)
These can build up and fill up the memory causing the terminal to stop working.
Perform the Error 8 type: “Reconciliation not clearing totals” action
1. If still not working, perform a MAC reset to clear out terminal memory
NOTE: this will clear out stored transactions so make sure you have receipts before performing
2. Perform fresh download, reset, logon and test
3. If the problem persists, contact American Express or your terminal provider to troubleshoot.
9. ERROR TYPE: “NOT RECEIVING TRANSACTIONS”
For contactless payments, the transactions are stored in the terminal’s temporary
memory until a chip and pin transaction pushes them all through.
1. Use the building number for 1
John Street and the numbers
within post code BN88 1YR
2. If asked for security code for
customer present, type
4 zeros
3. If asked for CVC code use
3 zeros
10. TEST TRANSACTION
SECURITY
We’re here to help Monday to Friday, 8am to 6pm, and Saturday and Bank Holidays (excluding Christmas Day and New Year’s Day), 9am to 5pm. Please have your Merchant Account details to hand and be prepared to
answer some security questions before we can discuss your Account. Because we want to make sure we’re doing a good job, we may monitor or record our calls.
American Express Payment Services Limited. Registered Oce: Belgrave House, 76 Buckingham Palace Road, London SW1W 9AX, United Kingdom. Registered in England and Wales with Company Number 06301718.
American Express Payment Services Limited is authorised in the United Kingdom by the Financial Conduct Authority under the Payment Services Regulations 2017 with Reference Number 484347 for the provision of
payment services.
