A common problem with a GPRS credit card terminal is the connection with a venue or location. Please use the following steps to ensure the card terminal is displaying the correct information on screen before attempting to use the device.
- Please ensure the card machine displays GPRS on the screen.
- Ensure network bars are displayed on the screen and check the amount of bars available (5 being extremely good).
- Most importantly, ensure the card terminal displays a network (Orange, EE, T-Mobile, O2, Vodafone or Datasim). If the network is not displayed the card machine will NOT connect.
- (10 or 17) – GPRS or IP Connection Error
The problem will generally relate to a transaction failure on either a GPRS Mobile Terminals or LAN (Bluetooth Terminal). Please call the WTS helpdesk on the number provided quoting the diagnostic code.
- (15) – Unexpected Response After Dialling
The problem will generally occur with a Bluetooth Card Terminal or Static Card Machine. Please check the telephone line prefix on the device. Card Machines can automatically pick up a prefix and can easily be removed. Please follow the steps on the Bluetooth Card machine page to add/remove the prefix or simply call the WTS helpdesk for more information on the procedure.
- (22) – No Dial Tone
Please check the telephone line and retry the connection or transaction on the Ingenico Card machine. If the problems persists, please call a member from the technical team who will help resolve the issue – quoting the specific diagnostic code on the voided transaction.
- (31) – Line Busy
Please ensure the telephone line is not in use and attempt to retry connecting the terminal. If the problem continues, please call the WTS helpdesk to resolve the issue quoting the specific diagnostic code.
- (41 or 44) – Call Connected but Received an End of Transaction
The problem occurs when connecting a transaction and either the merchant acquirer line is busy, the Chip and PIN terminal has received and end of transaction (the red button pressed mid transaction) or there has been a communication error. Please retry the transaction and if the problem continues, please call the WTS helpdesk to resolve the issue quoting the specific diagnostic code.
- (49) – Invalid Message Contents
The selected transaction method (e.g. cashback) may not be an activated feature on your existing merchant account and you should contact your merchant provider to discuss. Please also speak with your account manager at WTS to advise further on this requirement quoting the specific diagnostic code on the card machine receipt.
- (52) – Offline or Forced Transaction
This code displayed on the card machine is NOT an error code and is provided as information only.
- (53) – Offline Store is Full
The card machine has the functionality to store up to 6 transactions. If this error code is displayed please try an online transaction to clear the stored transactions. If the problem continues please check the mobile network or the phone line or Bluetooth connections and contact an advisor at the WTS helpdesk quoting the specific diagnostic code.
- (61) – Pin Bypass Attempted
This code displayed on the card machine is NOT an error code and is provided as information only.
- (62) – Pin Tries Exceeded
This code displayed on the card machine is NOT an error code and is provided as information only.
- (70xx) – Error in Transaction Security
This error code on the card machine generally means the MAC code is invalid on the device. Please call the WTS helpdesk quoting the specific diagnostic code..
- (72) – Merchant has Indicated an Invalid Signature
This code displayed on the card machine is NOT an error code and is provided as information only.
- (73) Card Terminal and Host Do Not Agree
Perform a banking report on the card terminal and contact your merchant acquirer if advised to do so. If the problem continues, please call the WTS helpdesk quoting the specific diagnostic code.
- (74) – The Terminal Completed an Online Reconciliation
This code displayed on the card machine is NOT an error code and is provided as information only.
- (82) – Modem or Communications Error
This is a very common error displayed on a GPRS Card Machine. Retry the transaction. Please ensure the network is displayed on the device and the network bars or the terminal is showing an Internet or Phone Line connection. If the problem continues, please call the WTS helpdesk quoting the specific diagnostic codes displayed on the terminal receipt.
- (93) – Transaction Cancelled By Operator
This code displayed on the card machine is NOT an error code and is provided as information only.
- (98) – Bad Password or TMS Call
Please call the WTS helpdesk quoting the specific diagnostic codes displayed on the terminal receipt. The card machine has either failed the TMS call or an amendment has been made to the operating system and needs to be reset.