Moneris Kiosk

Moneris Kiosk - Troubleshooting

P400 PINpad

P400 PINpad

As the Moneris Kiosk is an all-in-on payment solution, all transactions are initiated on the kiosk screen; the P400 PIN pad is used ONLY to process payments.

Note: Refunds cannot be completed using the P400 PIN Pad. This can only be done through the counter POS system. For further assistance, contact UEAT.

 
PINpad Issue Solution
Black/blank screen 
Ensure the PIN pad is securely plugged into to the kiosk. Note: Contact UEAT for assistance if the kiosk needs to be moved to verify this. 
Cancelled transaction 
If the customer cancelled the transaction on the PIN pad, the transaction will need to be re-initialized, via the kiosk app. 
Connectivity issues 
  • Ensure the kiosk is securely plugged into the electrical outlet.
  • Ensure there is internet connectivity between the router and the kiosk. 
Cannot swipe a chip card using magnetic stripe reader
Ask the customer to complete the transaction using an alternate method:
  • Card tap
  • Chip insert 
Card removed 
  • Advise the customer to contact their card issuer.
  • OR to continue the purchase, ask the customer for another form of payment. 
Last PIN Retry or Last PIN Try 
The second attempt to enter a PIN for this transaction was incorrect. The customer can try one more time.
No card detected 
The transaction timed out at the "Tap, insert or swipe" screen since no card was entered

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

 
Printer out of paper 
The printer is out of paper. Open the kiosk printer compartment and replace empty paper roll.

Note: Follow steps here to replace thermal printer roll.

 
PIN tries exceeded 
The customer keyed in an incorrect PIN too many times in a row. The transaction is declined. Request another form of payment. 
Please enter PIN again 
The customer entered an incorrect PIN. Ask them to try again. 
Tap failed 
Ask the customer to try tapping again. If tapping fails again, ask the customer to insert their card into the chip card reader. If the card does not have a chip, ask the customer to swipe the card. 

 

The Kiosk

The Kiosk

Hardware Issue Solution
Power on/Power off kiosk
  1. Use the opening behind the QR scanner to open the printer tray.
  2. Firmly press the round power button.

Note: The monitor and PIN pad will light up when turned on, or will dim, and then eventually darken when turned off. 

 
The kiosk turns off automatically
Make sure the power cable is connected properly to the product and power outlet. 
Internet communication issue
Verify the kiosk is connected to the internet, and that the router is functioning. 
Change paper
Follow steps shown here: Replacing the thermal printing paper. 

 

Merchant Support

Merchant Support

Can’t find what you are looking for?

Contact the UEAT Support Team: 

  • Phone: 1-866-214-0061
  • Email: support@ueat.io
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