Electronic Credit Card - PAX Reader Error Messages

Possible Errors

Duplicate Transaction

A Duplicate Transaction error may appear on the card reader when a second transaction for the same dollar amount is processed for a card that has been used to process a payment earlier in the day. Use the Added Charge field to add or subtract a penny from the from the total charge and process the payment again.

Card is not removed when prompted

Card is never presented

Waiting too long to present a card will cause the card reader to reset. The Process Credit Card Payment window will display the message Failed. Click the  Cancel button to continue. Interact automatically places the transaction on hold. To complete the transaction, select the ticket from the Open Transactions list and click the Complete Ticket button.

Communication issue with the Network

Receiving a communication error message means the card reader machine does not have a connection to the Server. The reader will continue to display the PROCESSING, PLEASE WAIT message for 30 seconds before resetting.

Possible Solutions:

• Check to ensure the Ethernet cable is plugged into the network
• Contact the IT department, have them check for network connection issue

Communication issue with the reader

Receiving an error similar to the following indicates Interact was not able to communicate with the serial port the reader is connected to.

Possible Solutions:

• Make sure the Portico application is running on the reader.
• Check the IP Address of the reader. A Failure will occur when the IP address of the reader is different from the one in the Device settings.
• Ethernet cable is unplugged.
• Power cycle the reader.

The transaction will automatically be put on Hold when the  Cancel button is clicked to clear the message. Once the issue has been resolved, open the ticket from the Open Transactions list to continue.

Communication Issue with Credit Card Company (NO REPLY)

The following error may occur when the Heartland processing application in unable to communicate with the credit card (i.e. American Express, VISA, MasterCard, etc.) processing company. The message indicates Heartland attempted communication with the credit card company and was unsuccessful. 

To process the transaction with a different credit/debit card, click the  Process Charge button to continue.

Click the  Cancel button to clear the message and place the transaction on hold.  Open the ticket from the Open Transactions list to continue and process the transaction with a different form of payment.

Expired Card Message (CARD EXPIRED)

Receiving the following message will require the customer to supply another form of payment. They can try another cred/debit card, write a check, or pay with cash.

The transaction will automatically be put on Hold when the  Cancel button is clicked to clear the message. Open the ticket from the Open Transactions list to continue and process the transaction with a different form of payment.

Processor Time Out (TIMEOUT)

The card process was not completed within the 30 second window. Click the  Process Charge button to try again or click the  Cancel button to place the transaction on Hold.

Voiding Credit Card Transactions

Credit Card transactions cannot be edited because the credit card has already been processed and the fee charged to the customer's credit card. It is possible to void the transaction. If a transaction paid by credit card is incorrect, the transaction can be voided.

HOWEVER, Interact does not process a credit to the customer's credit card company. The credit MUST be processed through the Heartland on-line application.