There are different terminal errors that may be displayed on your PAX terminal. See below what each error means and what actions you can take to resolve it.
PED tampered
- Explanation: The terminal has entered a security lock due to suspected tampering or physical damage, such as from being dropped.
- Action: The terminal must be replaced. This issue cannot be resolved remotely.
Server not available
- Explanation: The terminal setup is incomplete and the encryption key has not been properly downloaded.
- Action: Contact our Helpdesk for assistance with completing the setup.
Please check your internet connection
- Explanation: The terminal lost its internet connection during a transaction.
- Action: Reconnect the terminal to a Wi-Fi network or a mobile hotspot, then retry the transaction.
Reader not assigned
- Explanation: The terminal’s serial number hasn’t been properly assigned during the setup.
- Action: Contact our Helpdesk to resolve the terminal configuration.
Refund not allowed
- Explanation: Refunds may not have been enabled when the original transaction was processed.
- Action: Confirm that the transaction is eligible for a refund and, if applicable, try again.
Do not honour
- Explanation: The card issuer declined the transaction without a detailed reason. Common causes include insufficient funds, suspected fraud or cardholder account issues.
- Action: Ask the customer to try a different payment method or contact their bank for further details.