Troubleshooting
Learn how to fix common issues with POS.
Declined transactions
| Decline reason | Description | Next steps |
|---|---|---|
| Payment declined. | The payment was declined due to insufficient funds or an issue with the cardholders' account. | Ask the cardholder to check their card status with their bank. |
| Transaction timeout. | The transaction didn't receive a response from the payment gateway in time. | Retry the transaction. |
| Incorrect PIN. Please try again, | The entered PIN is incorrect. | Ask the cardholder to re-enter their PIN. |
| PIN blocked. | The card has been blocked due to multiple incorrect PIN attempts. | Ask the cardholder to contact their bank |
Error messages
| Error message | Description | Next steps |
|---|---|---|
| Loading POS configuration data failed. Missing parameter file | The credential parameters are incorrectly configured. | Please contact Support. |
| Loading POS Configuration data failed. Check missing parameters. | The POSConfigurationServiceHost or POSConfigurationServiceTimeout values are missing. | Please contact Support. |
| Loading POS configuration data failed. Check param config. | The device has lost internet connectivity. | Ensure a strong Wi-Fi or mobile network connection is available. |
| Error trying to deserialise json. | A general validation error has occurred. The Unity Gateway rejected the request due to invalid or missing data. | Please contact Support and quote the displayed error message. |
| EMV configuration file downloaded error. | The EMV configuration file URL is invalid or missing. | Please contact Support. |
| Customer card has expired. | You're attempting a transaction with an expired card. | Ask the customer to retry using a valid card. |
| Unexpected error. | An unexpected issue occurred. | Please contact Support. |
| Try another card. | An invalid or unsupported contactless card was used. | Insert the card using the chip reader (ICC slot) and retry. |
| Incorrect PIN. Please try again. | The entered PIN is incorrect. | Ask the cardholder to re-enter their PIN. |
| Unable to print receipt. Refill paper and press enter. | There is no paper in the printer. | Refill paper and press Retry to continue printing. |
| Reswipe card. | The card wasn't read correctly. | Retry the swipe or use a different card or payment method. |
| You have exceeded the PIN input limit. Your account has been blocked. | The cardholder has exceeded the maximum number of PIN attempts. | The cardholder must contact their card issuer to unlock the card. |
| No result in Transaction history. | There are no recorded transactions or the Reporting Service URL is missing/invalid. | Please contact Support if the issue persists. |
| Merchant block error. Transaction amount greater than ceiling limit amount. | The transaction amount exceeds the allowed ceiling limit configured for the terminal. | Try entering a lower amount or contact your system administrator. |
| Format error. | An incorrect CVV code was entered during a keyed transaction. | Retry the transaction and ensure the correct CVV is provided. |
Other issues
| Issue | Next steps |
|---|---|
| The device freezes. | Hold the power button for 10+ seconds to restart the device. |
| The Wi-Fi connection drops. | Reconnect via Android settings or switch to a mobile network. |
| The printer jams. | Gently open the cover, remove the paper, and reload it properly. |
Need help?
To contact our friendly Support team, tap the menu icon in the top-left corner of your device and select Contact details. You'll see all the necessary support contact information.
Updated 4 days ago