myPOS terminal - mobile credit card reader

FAQ

    Troubleshooting

  • Transaction errors on myPOS device
    Errors & messages Reason for error and further instructions
    Error: 04 'Capture card' * Do not attempt to process the payment with the card
    * Advise the customer to contact their card provider, status appears as stolen
    * Ask the customer to provide a different card
    Error: 41 'Lost card' * Do not attempt to process the payment with the card
    * Advise the customer to contact their card provider, status appears as lost
    Error: 43 'Stolen card' * Do not attempt to process the payment with the card
    * Advise the customer to contact his/her card provider, status appears as stolen
    * It is not recommended to proceed with the sale
    Error: 51 'Not sufficient funds' * Do not attempt to process the payment with the card
    * Advise the customer to contact his/her card provider, status appears as stolen
    * It is not recommended to proceed with the sale
    Error: 54 'Expired card' Check the Expiry date embossed on the card.
    * Date in the future: Retry the transaction
    * Date in the past: Advise the customer to contact their card issuer for renewal
    * Ask the customer to provide a different card
    Error: 55 'Incorrect PIN' * Confirm with the customer if the PIN entered is the correct one
    * If the PIN was correct, the card issuer might have system issues
    * Retry the transaction
    Error: 57 'Transaction not permitted by Issuer' * Advise the customer that the transaction he/she is attempting is not permitted with the card
    * Ask the customer to provide a different card
    Error: 58 'Transaction not permitted on terminal' * The POS terminal has been blocked for the transaction you are attempting
    * Log in the myPOS account and check the settings (Devices tab, select the device in question, click on settings under the image of the device)
    * myPOS Devices allow for restrictions to be entered for: 1. Refunds; 2. Void transactions and 3. Top-ups
    Error: 62 'Restricted card' Error message by the cardholder's bank
    * Advise customer to contact the card issuer
    Error: 63 'Security violation' Error message by the cardholder's bank
    * Advise customer to contact card issuer
    Error: 75 'PIN tries exceeded' The PIN for the card has been entered incorrectly three consecutive times.
    * Do not attempt to process the payment with the card again
    * Ask the customer to provide a different card
    Error: AF/TR/TR-02 'Transaction is declined' Several reasons are possible: The card was removed too quickly and the approval process was interrupted POS terminal was unable to encrypt the message and process the transaction The card type was not recognised Invalid PIN format Invalid transaction data Missing merchant or terminal information The customer pressed a wrong button on the terminal and cancelled the transaction by accident The card currency does not match the terminal currency
    * Retry the transaction
    * Ask the customer to provide a different card
    Error: PE 'Invalid pre-authorization code' The entered pre-authorization code is invalid
    Transaction errors with myPOS card
    Errors & messages Reason for error and further instructions
    Error: 61 'Exceeds amount limit' The value limit (transaction amount) for the card was exceeded.
    If a myPOS Business Card, the cards have:
    1. Single transaction limit - the maximum amount for a single transaction;
    2. Daily, Weekly, Monthly and Annual limit - the maximum transactions amount for a day, week, month or year
    * Contact myPOS Customer Support to enquire if the limit for the card can be amended
    If not a myPOS card, the customer should contact their card issuer.
    Error: 65 'Exceeds count limit' The count limit (number of transactions) for the card was exceeded.
    If a myPOS Business Card, the cards have:
    Daily, Weekly, Monthly and Annual limit - the maximum number of transactions that can be executed in a day, week, month or year
    * Contact myPOS Customer Support to enquire if the limit for the card can be amended
    If not a myPOS card, the customer should contact their card issuer
    Error: AL 'Exceeds account limit' The transaction was declined by myPOS HOST, the limit was reached
    * Check the account limits and / or contact myPOS Customer Support
    myPOS device errors
    Errors & messages Reason for error and further instructions
    Error: XX ‘Unable to reach authorization host’ * Make sure your router does not have any network traffic restrictions or filters - your router does not require setting a special TCP/IP configuration on your network devices (myPOS will use the default settings only)
    * Ensure the network signal is strong enough. The network signal strength is indicated via a Wi-Fi signal icon located in the upper part of your device screen.
    To connect via a Wi-Fi router, please follow the procedure described in the “How to connect your device with Wi-Fi” section from the Quick User Guide included in your package.
    Error message “No card found in Slot 1.” on myPOS Combo device, but the card is already inserted Please check if your SIM card is inserted in the correct card slot. Your myPOS device has 2 SIM slots. Make sure that you are using SIM card slot 1 (the back one). The first accessible SIM slot (SIM slot 2) will remain empty.
    Error message “The network registration was unsuccessful” This means that the myPOS device could not find the default settings of your mobile network. Please, click on the green button (O) Settings to enter them manually. You will be asked for APN (Access Point Name of your network), user name and password. You can find the information from your mobile provider.
    Error message “Device activation not successful” when activation code is entered Please ensure that the activation code was entered correctly and try again. Please have in mind that the activation code is valid for 24 hours. If your code has expired, please generate a new one.
    If you still having issues with the activation, please email our Contact Centre from your registered e-mail. We will contact you within 48 hours.
    The myPOS device was successfully activated, but the update procedure failed Please, check your Internet connection and try again. Alternatively, you can change your connection type and try to update again. The update procedure after successful activation is mandatory so your new myPOS device will prompt you to finish it.
    A successfully processed transaction with a status "Not cleared" at my "Accounts" or in my "Devices" menu If your transaction was approved and the device displayed a successful message, this status is shown because the confirmation message from the terminal was not received from the system yet. This may be due to interruption of the process or of the connection. Next time when you perform a transaction your myPOS device will complete the previous transaction first and after that will process the new one.

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