POS terminals

Faq

Operating overview

In your Profile, you will find all the answers regarding the terminals which are active at your store. Consults the relevant user guide to each POS terminal.

Installation

Contact xxx Customer Service, we will resolve all the problem in the shortest time possible.

Contact Customer service on xxx and we will be happy to offer you any help you need.

Configuration

Check that the base of the terminal is connected to a power socket that is working. In this case, the green led on the front of the base should be lit up. Now, unplug and re-plug in the power cable and then place the terminal on the base and wait a few seconds.
If the problem persists, contact technical support.

After having checked that the telephone or IP connection cable is connected to a socket that is working, try unplugging it and then re-plugging it in. Now, switch the terminal back on and run a connection test by pressing key #3.
If the problem persists, please contact customer support by mobile phone or from a line other than the one used by the terminal.

Switich the terminal off then on again. Wait until the telephone operator's name appears on the display and run a connection test by pressing key #3.
If the problem persists, contact technical support.

Contact customer support, specifying whether you want a physical or mobile POS, whether the phone line is standard or ADSL, whether you have Wi-Fi and any other details which will allow you to select the POS most suitable for you.

Error messages

The error messages vary depending on the POS model in use. You can check the user guide for your model (link to relevant user guides) or check the main cases causing error messages here:

The terminal does not respond to commands.
Consult the relative user guide for your POS model (link to relevant user guides).

BBBB
If the POS is not automatically restored at the first data uploading, contact technical support.

Unsupported Card
Your Card is not one of those supported by the terminal or provided under the affiliate agreement.
If you would like your Card to be supported, contact technical support.

Card expired
Contact the issuer of your Card and check if it is still valid.

Protocol error
This error occurs when there are connection problems.
Switch the terminal off then on again and try again. If the problem persists, contact technical support.

Incorrect format field
Try executing the transaction again. If the problem persists, contact technical support.

No SIM
Switch the POS terminal off then on again; if the problem persists, contact technical support.

Offline with triangle symbol displayed
The terminal has lost the GPRS connection or battery charge is insufficient.

Transaction not permitted
This error may come about if a chip card has been submitted without having first entered the amount using the green key. The procedure for contactless terminals involves the following steps:

  • Press the green key
  • Enter the amount
  • Confirm by pressing the green key
  • Submit the Card.

For other cases, contact technical support.

Remote transaction execution unsuccessful.
At the end of executing each remote transaction, the terminal will issue a receipt with the outcome of the transaction.
Whenever the message "Remote transaction execution unsuccessful" appears, leave the terminal switched on over the next few days, so that the transaction may be correctly completed.

Contact technical support in the case of the following error messages (link to contact us):
AAAA
ALERT IRRUPTION
CCCC LOOP ON TECHNICAL PARAMETERS
CONTACT INSTITUTION
DOWNLOAD LOGON VARIABLE
DOWNLOAD NEEDED
APPLICATION PARAMETER ERROR
FILE LOG CREATION ERROR
LOGIC ERROR
DECRYPTION ERROR
DECODING ERROR
PROFILE INSTANCE ERROR
MUTUAL AUTHENTICATION ERROR
POS INITIALISED
POS NON-CONFIGURED
POS NON-OPERATIONAL
EXECUTE FIRST DLL
TAMPERED (INSERT PWD)
TAMPERED LOCKED
TELIUM MANAGER INVALID
TERMINAL NOT CONFIGURED
TERMINAL NOT INITIALISED
TERMINAL NOT OPERATIONAL
TERMINAL NOT RECOGNISED
UNAUTHORISED
TOTALS NOT ALIGNED
INCORRECT MAGNETIC BAND

Technical problems

BLUETOOTH MODEL. Check that the terminal base is connected to a power socket that is working. In this case, the green led on the front of the base should be lit up.

GPRS/GSM MODEL. Connect the terminal to a working power socket and leave the terminal charging for a few minutes. If the problem persists, contact technical support.

Check that the terminal is sufficiently charged. Otherwise, you need to place it on the base (BLUETOOTH MODEL) or connect it to the power supply (GPRS/GSM MODEL) and wait until it has fully recharged. If the problem persists, contact technical support.

Switch the terminal off, then on again, by pressing and holding down the red key with the terminal disconnected from the base (BLUETOOTH MODEL) or disconnected from the power source (GPRS/GSM MODEL). If the problem persists, contact technical support.

Switch the terminal off and open the paper compartment and take out the roll. Check there are no obstructions and that the roller compartment is properly fixed on both sides. If necessary, re-attach it using gentle pressure. Replace the paper roll, making sure that a few centimetres of paper protrude out of the terminal and then switch it back on. Now, run a print test by pressing key #7. If the problem persists, contact technical support.

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