Moneris Go Portal

Moneris Go Portal - Troubleshooting

This article covers information regarding how to resolve some general issues related to terminal synchronization, account activation, and password reset through Moneris Go portal.

Troubleshooting and support

Troubleshooting issues

Review the table below to find a solution to your Moneris Go portal issue. If you cannot find a resolution to your issue, please use the Moneris Go portal feedback form to submit a request for assistance (see Moneris Go portal - Sending feedback/requesting assistance while logged in).

Issue Solution
When you attempt to save your receipt settings after you enter text in a header or footer field, a "saving changes" error occurs.
  1. If you entered text in either a header field or a footer field, ensure that you leave the field's last 2 character spaces blank (unfilled).
You changed one or more terminal settings in Moneris Go portal, but the new configuration has not been pushed to your synchronized terminal.
 
  1. If you are using a standalone terminal, do any of the following:
    Perform a manual Sync on the terminal. OR
    End your login session on the terminal, and then log in again. OR
    Reboot the terminal.

    Note: If you are using a synched integrated terminal, the configuration change is effected on the terminal when it reboots or receives a manual Sync command from the ECR to which the terminal is connected.

     
You did not receive your Moneris Go portal activation email.
  1. Confirm that your email spam filter is not blocking the activation email.
  2. If you still have not received your email, confirm that your Moneris Go portal store administrator added a user account for you and they registered the correct email address.

    Note: To verify your account setup, your administrator can click on Users in the sidebar menu, locate your user account listing, and review the email registered to your account.

     
  3. If your administrator registered the incorrect email address, have them add a new account for you with the correct email address.

    Note: To add the new user account, the administrator must follow the Moneris Go portal - Adding a new user account procedure.

     
You added a new user account through your Moneris Go portal store, but the user account status indicates "Pending".
  1. A user account's status will indicate "Pending" until the intended user receives/opens their activation email, clicks on the link contained in the message, and follows the activation prompts to activate the account.
  2. Once the user account is activated, its status as shown on the "Users" page will indicate the account is "Active".

    Note: To verify the account status, click on Users in the sidebar menu, locate the user account listing, and review its "STATUS" indicator.

     
You forgot your Moneris Portal login password.
  1. Reset your password (see Moneris Go portal - Forgot your login password?).

 

Sending feedback/requesting assistance while logged in

Sending feedback/requesting assistance while logged in

If you are logged into the Moneris Go portal and are already within (accessing) a store,1 follow the steps below to use the Moneris Go portal feedback form to send us your feedback and/or request assistance.

Note: You can also find solutions to issues related to activation emails, user accounts, and password resets. For these solutions and more, please review Moneris Go portal - Troubleshooting issues.

 
  1. From any page in your store, click on your user accounttile, which displays in the top right corner of the Moneris Go portal page header (shown below).
  2. When the user account menu displays (shown below), click on Feedback.
  3. When the "Feedback" window displays (shown below), fill in the information fields to complete the form:
    1. Click on the "What product would you like help with?" drop-down, and select the desired product (Moneris Go Portal or Moneris Go Terminal).
    2. Click on the "How would you like us to reach you?" drop-down, and select the desired contact method (Phone, Email, or No Response Required).
    3. Click on the "What section would you like to comment on?" drop-down, and select the comment descriptor (General comment/inquiry, Technical issues, or Enhancement suggestions).
    4. In the Comment field, enter additional supporting information.
    5. If you selected "Phone" as the contact method (step 3b), enter your contact phone number in the Phone field.
  4. Click on the Submit button to send us the completed form.
  1. For instructions on how to log in and access a store, see Moneris Go portal - Logging into the Moneris Go Portal.

 

Additional resources

Additional resources

If you need assistance with your payment processing solution , we’re here to help, 24/7.

 

We’re only one click away.

Visit the Moneris Developer Portal (https://developer.moneris.com/) to download/view:

  • integration guides
  • APIs
  • Visit shop.moneris.com to purchase point-of-sale supplies and receipt paper.
  • Visit moneris.com/insights for business and payment news, trends, customer success stories, and quarterly reports & insights.

 

Need us on-site? We’ll be there.

One call and a knowledgeable technician can be on the way. Count on minimal disruptions to your business as our Field Services provide assistance with your payment terminals.

 

Can’t find what you are looking for?

Call Moneris Customer Care toll-free (available 24/7) at 1-866-319-7450. We’ll be happy to help. You can also send us a secure message 24/7 by logging into Merchant Direct.

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Moneris Go Portal - End-of-day Procedures Moneris Go Portal - Developer Tools

In this article

Troubleshooting and support Troubleshooting issues Sending feedback/requesting assistance while logged in Sending feedback/requesting assistance while logged in Additional resources Additional resources We’re only one click away. Need us on-site? We’ll be there. Can’t find what you are looking for?