POS Provider – MONEX group – payment processing, point of sale, POS equipment, debit credit card machine, ATM

Technical FAQ's	^Back to Top
Q. I forgot my manager password or terminal is locked and display "locked enter super password". A. You need to call Tech Support at 1-800-268-4280 to obtain a super password that will allow you to: * Change your password back to one you know * Unlock your terminal
Q. Who do I call if the totals reported by the host do not match the ones I have? A. Call Tech Support at 1-800-268-4280 for assistance. Note: In-complete pre-authorization transactions must to be completed prior to being shown in the host totals.
Q. How Should I proceed if the host is down and I cannot get transactions approved? A. If the host is down, debit transactions cannot be processed. Manual credit transactions, without using the terminal are an option. Use credit card manual slips & get a voice authorization number from the credit card issuer. Take an imprint of the credit card number embossed on the credit card. Ask the customer to sign the manual slip. When the host connection is re-established, enter the off-line transactions using the forced post.
Q. Can I configure the terminal to process tips? A. Yes, Call Tech Support at 1-800-268-4280 for further assistance.
Can I configure the terminal to process cashback? A. Yes, if your terminal has a pinpad attached and is configured to process debit transactions. Call Tech Support at 1-800-268-4280 for assistance.
Q. I see the error message "FUNCTION NOT AVAILABLE" when I try to do various functions or try to process debit transaction. A. Please call Tech support at 1-800-268-4280 for assistance.
Q. I see the error message "TERM INIT REQUIRED". A. Please call Tech support at 1-800-268-4280 for assistance.
Q. My terminal changed into French language. A. Press ADMIN button then press 1. If the problem still persists please call Tech Support at 1-800-268-4280.
Q. I see the error message "COMM ERROR 9" or "NO LINE DETECTED" when trying to process transaction. A. he terminal cannot dial out. Check to see if the phone line is unplugged or connected to a wrong port. The terminal should be connected to the port with dial symbol on it. Please note this is applicable only if the terminal is set to work on dial mode. If you have a splitter please remove and try connecting the phone cable directly to wall Jack. If possible change the cable that connects the terminal to telephone line. If you have a digital voicemail service on the same line please clear messages. If the problem persists, call Tech Support at 1-800-268-4280. Please note all of our dials up terminals are designed to work on analogue line only. If you are customer of Roger, Primus, Telus or Spring then please contact you telephone service provider to ensure the line is set to analogue NoT DIGITAL.
Q. I see the error message "COMM ERROR 6" or "CANNOT PROCESS" when trying to process transaction. A. Please call Tech support at 1-800-268-4280 for assistance.	^Back to Top
Q. How can I get a duplicate copy of the last receipt? A. Press ADMIN button then press 2.
Q. I replaced the paper rolls but terminal is printing blank receipt. What should I do? A. All our terminals use THERMAL PAPER ONLY and they need to be of correct size. If the paper is thermal please follow the diagram above. The glossy portion of the paper need to be on top facing you. If the problem persists, call Tech Support at 1-800-268-4280. To order replacement papers please call Monex at 1-866-286-7787.
Q. I am receiving an error message "INV TRANS CODE" when trying to close batch. A. This mean your terminal is on hold. Please call Monex at 1-866-286-7787 and speak to our customer service.
Q. I just received a replacement or new terminal. A. Please call Tech Support at 1-800-268-4280 to activate the new terminal. If it is a replacement please send the defective unit back to us within five business days using the prepaid waybill included in the box.
Q. I do not get the message INGENICO HOST CONNECTION OK PRESS OK TO CONT when I select ‘Ingenico Host’ for the Ethernet setting. Applicable to i5310/i7780 IP terminal only A. Check the following: * Is the Ethernet cable plugged in? * Is the router powered on? * If location has a firewall installed, ensure that port 443 and 9099 are enabled for bi-directional data transfers. * Use the PING function to ping yahoo.com to ensure that the terminal is able to access the Internet. * Using another IP enabled device, are you able to access the Internet?
Q. Which brand router should I use? Ingenico does not have a recommended list of routers to be used with the i5100/i7780 IP terminal. A. Ingenico does not have a recommended list of routers to be used with the i5100/i7780 IP terminal. However, a list of routers that have been used during our testing is provided : Router Name Model, LinkSys BEFRS11, BEFRS41, D-Link DI-514, DI-524, DI-614
Q. I am setup in dial up mode and would like to change back to IP mode or vise versa. A. Please call Tech support at 1-800-268-4280 for assistance.
Q. I see the error message "OUT OF RANGE". Applicable to i7780/i7770 terminal only A. This means handheld that was assigned to the base is incorrect. Please find the right base for the right handheld terminal. They need to match for it to work (not applicable if the base is VERSATILE). If the problem still persists please call Tech Support at 1-800-268-4280 for assistance.
Q. I see the light flashing on the base different rate at different occasion. Applicable to i7780/i7770 terminal only A. RADIO BASE LED BEHAVIOUR DESCRIPTION: * After power up, LED is on for a few seconds: Base initialization and testing is in progress. * if test passes: - Fast blink (approx. twice every second): Hand-held terminal is not connected to radio base via radio link. - Slow blink (approx. once every two seconds): At least one terminal is connected to radio base via radio link. - On (no blink): There is a data transmission via radio link between the base and the terminal. - If test fails: * Blink (approx. once every second): Error mode. The base may be defective. VERSATILE BASE LED BEHAVIOUR DESCRIPTION: - Off: The base is turned off. - On (no blink): There is a terminal communicating with the base via the radio link. - Fast blink: No registered terminal is in the range. - Slow blink: At least one registered terminal is in the range. CHARGING-ONLY BASE LED BEHAVIOUR DESCRIPTION - off: The base is turned off. - on (no blink): The base is turned on.	^Back to Top
Q. My ATM is not processing transaction or dialing out. Applicable to ATM 3100/3400 A. Check for dedicated phone line. Insure no other equipment sharing the phone line. - If you have a digital voicemail service on the same line; check if there are any messages and clear it. - Check if you can hear any dial tone from the dial port that is located on the power module inside ATM - Check if the ATM is "ON LINE"
Q. ATM is printing out blank receipt. Applicable to ATM 3100/3400 A. Insure printer throat lever is down - Insure correct paper type is inserted in the printer - Insure paper is properly loaded on thermal printers (thermal paper may be upside down) - Perform power reset
Q. Bad Floppy. Applicable to ATM 3100/3400 A. Ensure write protect tab is off. This is located on the floppy disk. Replace disk with a high density & perform "INITIALIZE FLOPPY"
Q. My printer won’t cut paper. Applicable to ATM 3100/3400 A. Perform printer reset (apply power while holding feed button down) - NOTE: Thermal printer require power reset to stop test printing - Perform advance paper & cut - Possible dirty/defective cutter. Blow out shavings from cutter
Q. Paper Jammed. Applicable to ATM 3100/3400 A. Open the cutter, place a ¼ inch wide paper into one side of the printer & close the cutter. Pull the paper out, noting the amount of drag felt between the cutter & printer. open the cutter & repeat process on the opposite side of the printer. If a significant difference in the amount of drag is felt between the 2 sides, the printer may be defective - Ensure tidel approved paper is being used in printer
Q. I am getting ‘OUT OF SERVICE’ error message. Applicable to ATM 3100/3400 A. Perform cutover, trial close or balance, and then place the unit online
Cassette not installed or Cassette pick failure. Applicable to ATM 3100/3400 A. Cassette not properly installed - Perform "CLEAR DISPENSER ERROR"
Q. Door open with no logon. Applicable to ATM 3100/3400 A. Door was opened prior to logging on as a Programmed, Manager or User/Clerk. Place the unit ON LINE after viewing the Error message - Check for possible defective door switch or associated wiring	^Back to Top