The terminal cannot establish a connection to the Moneris host.

Refer to error message No connection. 

The chip card was removed during the transaction. 

1. Tap OK to clear the error message. 
2. Re-start the transaction.

The customer may see this error message when tapping a mobile device (for example,
a smartphone phone, tablet, e-reader, or smartwatch). Ask the customer to:

1. Check their mobile device and respond to any prompts displayed there. They may need to enter a passcode.
2. Tap OK or wait for the terminal to display the "Tap card" prompt.
3. Tap the mobile device again.

The terminal could not connect to Moneris. 

Refer to error message No connection.

The customer tapped a card for a transaction amount that exceeds the card’s contactless transaction limit.

Tap OK or wait for the terminal to display "Insert or swipe".

If the card has a chip, ask the customer to insert the card; otherwise, ask them to swipe the card.

The terminal could not connect to Moneris.

Refer to error message No connection.

The terminal could not sync with the Moneris host.

1. Check your connection to the Moneris host. Refer to error message No connection.
2. Try to sync again. 

You do not have access to this operation. 

To change your access level, contact your manager. 

This error message appears when the amount of a completion is greater than $1,500 and is also more than 4x the pre-authorization amount.

To avoid this error, reduce the amount of the completion. If necessary, void the pre-authorization, then either process a new pre-authorization or process a Purchase instead.

The promotional gift card you entered has passed its expiry date. Ask the customer for another form of payment.

Last PIN Retry

or

Last PIN Try

Login failed

Whoops! Looks like something went wrong.

Tap OK to clear the message. 

Enter your username and password exactly as you created them during the Admin user setup. 

The transaction timed out at the "Tap, insert or swipe" screen since no card was entered.

Make sure the customer is ready to enter their card, then re-try the transaction.

No connection 

Whoops! Looks like you’re not connected to the Internet

The terminal cannot establish a connection to Moneris. 

For a 4G connection, follow these steps:

1. Tap OK to clear the error message. 
2. Swipe down from the top of the screen if needed to reveal the status bar. Check the battery charge level and charge the battery as required. Swipe down again to see the full status panel.
3. Confirm that your terminal is connected to a cellular network by checking for the presence of the cellular network icon y in the status bar. 
4. Check the signal strength (number of bars) of the connection. It is best to have at least 2 bars to communicate with Moneris. 
5. Restart the terminal. Press and hold the power button for about 2 seconds until a menu appears. Tap Reboot, then tap Reboot again to confirm. 

To troubleshoot a Wi-Fi connection, follow these steps: 

1. Tap OK to clear the error message. 
2. Swipe down from the top of the screen if needed to reveal the status bar. Check the battery charge level and charge the battery as required. Swipe down again to see the full status panel.
3. Ensure that your terminal is within range of your wireless router. 
4. Ensure the terminal is connected to the desired Wi-Fi network. 
5. Ensure that your Wi-Fi network is working. Contact your Internet Service Provider or your network help desk as needed. Tap Mobile data to turn it on (icon is green with up/down arrows) if the Mobile data is off (icon is grey). Contact your Internet Service Provider or your network helpdesk as needed. 
6. Restart your terminal. Press and hold the power button for about 2 seconds until a menu appears. Tap Reboot, then tap Reboot again to confirm.

No supported applications were found on the customer's card. Ask the customer to do one of the following: 

• If the card was inserted: Remove card from the chip reader, and swipe it. 
• If card was tapped: If the card has a chip, insert it into the chip reader; if there is no chip, swipe the card.

The transaction was not completed.

Refer to error message No connection and ensure the terminal is connected to Moneris, then re-try the transaction.

The printer is out of paper.

Open the printer compartment, remove the empty paper roll, and place a new roll of paper in the paper well. For instructions, go to Install the receipt paper.

The terminal cannot establish a connection to the Moneris host.

Refer to error message No connection. 

The contactless reader was able to read more than one card. If needed, ask the customer to remove the card from their wallet and tap it again.

Only one card should be tapped.

The customer swiped a card on the terminal's magnetic stripe reader but the card stripe could not be read properly. When "Tap, insert, or swipe" re-appears, try swiping the card more quickly or more slowly or from the front of the reader to the back.

If this is a contactless transaction, ask the customer to do the following:

1. Hold the card by itself above the contactless reader for 3 to 5 seconds until the reader beeps. Try this step twice more if it doesn't work the first time.
2. If step 1 doesn’t work, try inserting the card into the chip reader if the card is also a chip card.
3. If step 2 doesn’t work, try swiping the card on the terminal.

The terminal failed to sync with Moneris. Try syncing later. 

If you continue to see this error message, check your network connection. Refer to error message No connection. 

The customer tapped a card that does not have contactless functionality.

If the card has a chip, ask them to insert the card. If it does not have a chip, ask them to swipe it. 

The transaction or operation you were performing timed out due to a lack of input.
 For example, the customer did not respond to the prompts in a timely manner. 

Make sure the card or other information is ready to input and try again.

The customer entered an incorrect PIN too many times.

Ask for another form of payment. 

The customer cancelled the transaction.

Speak to the customer to determine the problem and try the transaction again. 

The terminal cannot establish a connection to the Moneris host.

Refer to error message No connection.

Blank receipts and reports

The terminal appears to be printing receipts and reports, but the paper is blank.

The paper roll is installed backward and needs to be re-installed.

Refer to Install the paper roll for guidance. 

On the Purchase screen, make sure you select Manual entry as the method of card entry. For step-by-step instructions, refer to Purchase – Card not present (CNP).

Implement these settings to allow manual entry:

• Enable “Manual entry” in your user role; 
• Make sure "Manual entry transactions" are enabled in the Transaction settings. 

Tap on the icon with your fingertip using a light touch. 

If the terminal still does not respond, power off the terminal then power it on again (by disconnecting and reconnecting the power cable).

• resolve balancing issues
• resolve problems with a Moneris product
• report a code 10 situation

Moneris Customer Care

1-866-319-7450 toll-free

24 hours a day, 7 days a week