This page provides a few tips on how to address various types of errors encountered when processing with TSYS. Errors could be caused by hierarchy elements, or the authentication info on the file does not match what Tsys has in their system. In either case, verify the parameters in your file match your VAR and contact TSYS to confirm any errors they see in the system.

1. Resolution: Check the VAR: The Merchant Phone Number should be added if given on the VAR sheet.  If you have an Authorization Code from TSYS, make sure it is added on the Gen2Auth Code area of the file.

No reply could be either:

1. a communication error/possible causes
   
1. temporary outage with the TSYS serves – retry and it might go away
   
2. a local setting (at merchant location) such as a firewall blocking incoming traffic – Ask the merchant to set the firewall to bidirectional communication. Or try moving the unit in a different network and check again.
   
3. an issue with the ISP – try moving the unit in a different network and check again.
   
2. The card issuer did not reply – try the card again or change the card with another from a different issuer.

Call TSYS support and ask if they see the incoming request (giving them the timestamp of the transaction and any other identification they require such as merchant id, etc)

Re-enter: Error could be caused by a miskeyed parameter (wrong field length, wrong value, etc.). Please validate the parameters in Broadpos with the VAR sheet.

Connect error: This is a communication error. It could be between the POS and the PAX device, or the PAX device and TSYS. Follow instructions for the "No Reply" error.

 Batch Error Messages

Error in Batch: If you see a message like this (picture below) on the screen after a failed batch attempt, please, remember this is a message returned by the TSYS settlement servers.

However, in our experience, TSYS support will claim this is not sent by their system and advise you to contact PAX. PAX does not have any visibility into the transaction authorization or settlement (this is happening directly between the PAX terminal and the processor, TSYS in this case).

We advise you to request an escalation to the Tier 2 Support Team when calling TSYS support line. It is possible you have one or more "bad" transactions in the terminal that need to be deleted before you can batch successfully. 

Once you know which transactions are preventing the batch from closing, you should

1. Request TSYS the info about these transactions (full credit card number, expiration, approval code, amount).
   
2. Then delete the transaction from the terminal
   
3. Close the batch
   
4. Do a Forced transaction for the transactions you deleted from the terminal using the Approval Code then batch your terminal again.