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INTRODUCTION
BANK CARD RULES
TROUBLESHOOTING
Communication errors
Hotcard/Parameters
and Settlement/
Banking Issues
Authorisation issues
Hotcard / Code 10 /
Hold and Call
Cash withdrawal/
Purchase with cash/
eWallet transactions
not available
Screen is frozen
Printing Issues
Faulty device
USER MANAGEMENT
DAILY PROCESSES
TO COMPLETE
RETAIL TRANSACTION OPTIONS
eWALLET
Troubleshooting
A 'Hotcard'/'Code 10'/'Hold and Call' message displays on the screen or is
printed on the receipt:
The transaction has been declined because this card has been reported lost/stolen, and could be fraudulent.
•
Call the FNB Authorisations Centre on 011 369 2888 and say 'I have a code 10 authorisation request'.
•
Then follow the instructions given to you over the phone.
Do not make the call if you feel your life will be put in danger.
•
Cash advance / purchase + Cash@TILL™ /eWallet transactions not available:
Separate agreements need to be signed in order to have access to Cash advance / purchase + Cash@TILL™/
•
eWallet transaction options.
Please contact the FNB Merchant Services Help Desk on 087 575 0012 for assistance.
•
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