Basic Troubleshooting; Common Terminal Error Messages - CAN Move5000 Merchant Terminal Manual

Basic troubleshooting

Common Terminal Error Messages

Below is a list of decline responses you may come across while operating your terminal. If you are
unable to resolve an issue or encounter an issue or decline response not listed below, please contact
the CommBank 24 Hour Merchant Helpdesk on 1800 230 177.
Codes Terminal Display
01
DECLINED – 01
CONTACT CARD
ISSUER
05
DECLINED – 05
SYSTEM ERROR
13
DECLINED – 13
INVALID AMOUNT
41
DECLINED – 41
PHONE AUTH CENTRE
51
DECLINED – 51
REFER CARD ISSUER
55
DECLINED – 55
INCORRECT PIN
57
DECLINED – 57
TRAN NOT ALLOWED
58
DECLINED – 58
TRANS NOT
ALLOWED
67
DECLINED – 67
PHONE AUTH CENTRE
12
Description Recommended Next Steps
Refer to card Advise the cardholder to contact their card
issuer issuer for specific details. Ask the Customer for
another form of payment (e.g. different card).
"SECURITY Advise the cardholder to contact their card
DECLINE" BY issuer for specific details. Ask the Customer for
CARD ISSUER another form of payment (e.g. different card).
(DO NOT
HONOR)
Invalid Different limits apply to different types of
amount transactions as defined in the merchant
agreement. For instance, there is a cash out limit
and a refund limit, and if either one is exceeded,
an error message will be displayed. The user
must simply enter a value lower than the
relevant limit defined in the agreement.
Lost Card Advise the cardholder to contact their card
issuer for specific details. Ask the Customer for
another form of payment (e.g. different card).
No Sufficient There are insufficient funds on the card.
Funds Ask the Customer for another form of payment.
(e.g. different card).
Incorrect PIN Incorrect PIN entered. Customer may retry or
call their bank.
Transaction Advise the cardholder to contact their card
not permitted issuer for specific details. Ask the Customer for
to cardholder another form of payment (e.g. different card).
Transaction Contact the CommBank 24 Hour Merchant
not permitted Helpdesk on 1800 230 177 for support.
to terminal
Black listed Advise the cardholder to contact their card
card issuer for specific details. Ask the Customer for
another form of payment (e.g. different card).