Quick Fixes
BroadPOS Locate a Multi-Merchant (MM) Application or a Gift Card Application
In PAXSTORE: Locate MM/Gift Card Applications on a Traditional Terminal Click BroadPOS Marketplace Click App List Search MM or the name of the Gift Card processor Click the app to view the application versions, release notes, and other details Locate ...
Enable Split Tender
Split Tender Using 2 or more different forms of payment in a single transaction. To use 2 cards the merchant MUST use an actual POS System to split the transaction. The steps below can be used to enable partial authorization/approval. If using an S80 ...
Unpack Error
Unpack Error (POSLink) Prompts on the POS Screen Make sure they are using the latest version of the application Have the customer update to using POSLink .NET Framework V1.10.01_20220512, their unpack error should stop occurring. Download the most ...
Application Update From the Terminal
Application Updates: We recommend users update their applications at least once a year for merchants to keep up with the latest security features for processing. Update the Application from the terminal: To perform this action there must be a pending ...
Corporate Card Support/Commercial Card Support
This is a feature that can be enabled if the merchant wants to accept commercial cards at their location. The feature can only be changed from the file. To enable this feature: Go to Industry Tab in the file Go to the Subsection Host Features Enable ...
Call Error
Call Error If the terminal says “Call” or prints this out on the receipt it typically means the card being used has been flagged. Advise the customer to contact their bank. Note: If this is happening on multiple cards the ISO should contact the ...
Re-Enter
Re-Enter: This Error is associated with Tsys applications. It means something in the parameters is not correct for the type of transaction the terminal is trying to run. Verify all the information from the VAR sheet is correct on the file. Be sure to ...
Connect Error (Dial)/ Choose Action Retry/ No Session Retry
Connect Error (Dial) We have limited support for connect/receive errors with terminals connected over dial. Choose Action Retry: Customers with terminals connected over Dial will get this error. Press the cancel button to see if the true error is a ...
Connect Error (LAN)
Connect Error: This is typically related to a Network Issue. If the customer is using First Data, check their Datawire to make sure you don't get a Status Error. Use the following procedures to solve a Connect Error. Over LAN Set the Main ...
Retry Error
Retry Error: When processing a payment, if you get a retry error press the cancel button to see what the exact error is. The terminal will either display a receive error (Dial Connection) or connect error (First Data). Troubleshoot based on the error ...
Voiding a Transaction/ REV Outside WIN Error
This means the merchant tried to process a void outside of the timeframe allowed by the Host/Processor. Merchant will need to process a full return to refund the customer. Merchants cannot process a void after they have batched the transactions from ...
SQL Failed to Activate
This typically happens on a Semi-Integrated terminal. It means that the POS Features are not set up correctly and an update may be needed for either the application or the POS. To resolve this issue: Go into Communication Tab in BroadPOS or PAXSTORE ...
Terminal Activation/ Activate Online
When the terminal is new and has never been connected to PAXSTORE it must be Activated before it will take the download. To activate the terminal follow the directions below. Menu System Settings App Management Activate On an Android Terminal open ...
Current Report Types
There are 4 Current Report Types. All reports display the type of report that was printed, the serial number of the terminal, EDC Type, and the date and time the report was run. Journal Report: This is the most detailed report you can run on all the ...
Tips General Information
Tips are located in the file, in 2 locations. It must be enabled on the Tip Tab in the TIP 1 subsection and on the EDC Tab On the Tip Tab in subsection Tip 1: Tip Prompt MUST be enabled to accept tips Mode: In Transactions In Transactions: Can be ...
Check Terminal Configuration
Use these steps to determine if a traditional terminal is pointing to BroadPOS or PAXSTORE. Menu System Settings App Management Configuration Sever URL should display t.paxstore.us Server Port should display 9080 If the terminal is not pointing to ...
EBT
EBT: Check if EBT and its features are enabled on the EDC tab. Tsys requires the FCS ID, Merchant ABA, and Merchant Settlement (FIID) to process EBT. If this information is not on the File EBT transactions will not work. Make sure customer has ...
Clear Database
Clears all transactions from the terminal. Traditional Terminals Menu System Settings Database Clear Database Android Terminals Payment Application Func Settings Other settings Clear All
Delete a Transaction
There are incidences when a single transaction has corrupt data and it prevents you from closing your Batch. To get around this you will need to verify with the Host which transaction has the issue. You will need to capture the last 4 of the card ...
Serv Not Allowed Error
Serv Not Allowed Error: Host does not allow this type of transaction. Check the application version and parameters to verify the setup. Make sure the correct industry type is selected. For instance, running EBT on a Restaurant application will ...
Connect Timeout
This is a connect error during the transaction. The terminal was unable to connect to the Host within the 30 seconds time out allowed. This may also be due to a connection problem so doing a connection troubleshooting is advised. For connection ...
Chip Read Error
Chip Read Error: Chip read error suggests the chip card was removed before the EMV transaction completed. If the chip card was removed before the transaction was sent to the processor, the terminal won’t send an automatic reversal to the processor ...
Timeout Reversal/Clear Reversal
Timeout Reversal: Happens when the processor approved the transaction, but the terminal didn’t get a response from the processor. The transaction is automatically reversed and the customer was not charged. Clear Reversal: During transactions, if the ...
Receipt Paper/Reprint Receipt/ FAQs
Receipt Paper Thermal Paper is used in the terminal. The paper should feed from underneath the roll. When using an S80 the paper does not need to be fed into the black rubber roller. How to Re-Print A Receipt: If the terminal is connect to a POS the ...
Print a Report
Print Reports: Menu Reports Current Report Select the preferred report type (Journal, Condensed, Short, Totals) Select All (Card Payment Types) Select All (Card type) By Transaction # Select All (Transaction Type) If you want to change this to your ...
Datawire/Datawire Issues (Status Error, Authentication Error, etc.)
DataWire Phone Number: 1.800.704.4202 NOTE: A Status Error does not mean the device needs to have the DataWire reset. If the device hasn’t registered with DataWire, there is nothing to reset. Check the description given after the “Status Error” and ...
Change Communication Type/Comm Type
Communication settings for Android devices are set in the Settings tab. Only the A80 Paydroid 6 can be set for Dialup. The Dial Tone Check must be turned off for Dial at Terminal level in the BroadPOS application Communication settings. Change ...
HALO- High Amount Locked Out
High Amount Locked Out or HALO High Amount Lock Out or HALO is a feature where the merchant can request for a limit to be set on what will be the highest amount of transaction they can accept. Setting a specific amount as a limit will mean that any ...
Haagen Daz
Haagen Daz: Has their own terminal support and file build team with First Data. If they call requesting support, refer the caller to First Data's help desk. If they do not know whom to call, please provide the caller this number 877-935-2125
PED Tampered/ Terminal Be Attacked/ PCI Ped 4
Ped Tampered /Terminal Be Attacked: The terminal has detected an insecurity with the hardware and has locked itself for security purposes. This can happen if the terminal was dropped or actually tampered with. This error message will also appear if ...
HTTP Host Error
HTTP Host Error: This is a batch error from the host. It indicates that there is an issue with the batch URL. If the customer has never had issues batching, you can redirect the caller to the host to determine if they are experiencing any issues with ...
Handshake Error
Handshake Error: This occurs during a Firmware Update The terminal is not connecting to PAXSTORE or the firmware server. If this happens during a Firmware update make sure you are using the correct Port #, IP Address, and TID. Also, verify the port ...
No TMS/ Bind Error
NO TMS/Bind Error: If the customer is using PAXSTORE be sure the terminal is ACTIVE in PAXSTORE . If the customer is using a traditional terminal make sure it is pointing to t.paxstore.us with the port 9080, and that the terminal is active. Menu ...
DNS Resolve Error
DNS Resolve Error during a PING Test: This means the terminal is not connecting to the internet. First, ask if there have been any changes to the network. For example "have they changed Internet Service Providers?" "Was a router changed or replaced ...
Get Task Error
Get Task Error: A Firmware update issue. The terminals' firmware may be too old and cannot accept the new update. It is an incorrect TID when doing a firmware update. The customer may have entered the static IP information, the Remote IP, or Remote ...
Port Numbers
Advise callers to make sure the ISP (Internet Service Provider) does not have these ports blocked. If the customer is experiencing issues connecting to these ports have the ISP add them as an exception to the firewall. 8582 (Firmware Updates), 9120 ...
Setting Up Static IP Addresses
Setting Up Static IP Addresses Steps on how to set up Static IP address on Traditional Terminals: Press Menu Go to Communications Select Lan Parameters Select Lan Type Select Static Manually Enter the following information IP Address Netmask Gateway ...
Must Register Error
Occurs when the terminal is not registered to PAXSTORE Validate the terminal Set-Up in PAXSTORE and that the terminal is Active Check the terminal configurations Menu - System Settings - Configuration Server URL and Server Port should be ...
Check LAN Cable
This error message means that the machine cannot recognize the ethernet cable connected to it. To trouble shoot the issue, please proceed with the following: Have the caller verify that the Ethernet cable is inserted properly into the LAN port of the ...
Bypass Debit PIN
Bypass Debit PIN First Data Processing All transactions must be run as CREDIT. The chip will determine if the card uses a Debit PIN. If a customer wants to bypass their PIN and run the transaction as credit they will need to press the GREEN/ENTER ...
Next page