Download your POS terminal user manual here

If you are a current customer and see your issue below, click on the issue to find instructions on how to troubleshoot the problem.  If your technical issue is not listed here, please submit a ticket.

Submit a Ticket

Key Sync Error

“Key Sync Error” shows on terminal screen when setting up equipment for the first time or when pin pad has been replaced.  This error may happen due to a problem during set up or a user error which may be resolved by starting over & following the set up instructions.

You can solve this problem with the following steps:

  1. Log off by pressing F4 (or “Retailer Options”) and selecting “Log Off”
  2. Restart your equipment.
  3. Attempt another transaction.

If you are still having trouble, please contact technical support.

"Tampered Device" Message Appears On Terminal Screen

If your terminal screen reads “Tampered Device” the internal contacts have been damaged or internal seals have been broken indicating possible tampering or physical damage to the unit.  Unwanted tampering with the device or a low battery may cause this error. Other physical damage such as a drop or jolt to the unit may also cause this error message. This feature is to alert you that your machine may need replacement.

If you have this error message, please contact technical support, as this may require replacing your equipment.

No "M" Key Message

The “No M Key” message shows on your pin pad screen & you are unable to complete transactions. This message may also read “Pin Pad Has Lost Encryption Key.”  This may occur if the unit is connected to a power source before the pin pad being connected to the terminal. All parts & cords must be connected to each other prior to being connected to your power source (outlet). Physical damage to equipment may also cause this error.

Solution:

  1. Shut down your equipment.
  2. Ensure the pin pad is plugged into POS terminal.
  3. Reconnect device to power source.
  4. Restart your equipment.

"Download Needed" Message Appears On Terminal Screen

This message is to alert you that there may be a problem with your unit’s software or hardware.  A power surge, physical damage, or unwanted tampering may cause this error.  If you see this message, please contact our help desk to resolve the issue and potential order replacement equipment.

"Bad RTC Chip" Message Appears On Terminal Screen

If your terminal screen reads “Bad RTC Chip”, it has a memory issue.  This message may also say “Please Reboot.”   A power surge or physical damage may be the cause of these error messages.

Solution:

  1. Restart your terminal.
  2. Attempt another transaction.

If reboot does not resolve issue, your terminal may require replacement. Please contact technical support to continue working to resolve the issue and order a replacement, if necessary.

“Security Alarm” Message Appears On Terminal Screen

If your terminal screen reads “Security Alarm” you have a memory issue with your terminal. This message may also say “Please Reboot.” A power surge or physical damage may be the cause of this error message.

Solution:

  1. Restart your terminal.
  2. Attempt another transaction.

If reboot does not resolve issue, your terminal may require replacement. Please contact technical support to continue working to resolve the issue and order a replacement, if necessary.

“File Error” Message Appears On Terminal Screen

This message is to alert you that there may be a problem with your unit’s software or hardware.  Physical damage may cause this error.  Please contact technical support in regards to this issue.

“Ram Check Error” Message Appears On Terminal Screen

If your terminal screen reads “RAM Check Error” you have a memory issue with your terminal. This message may also say “Please Reboot.”  A power surge or physical damage may be the cause of this error message.

Solution:

  1. Restart your terminal.
  2. Attempt another transaction.

If reboot does not resolve issue, your terminal may require replacement. Please contact technical support to continue working to resolve the issue and order a replacement, if necessary.

“Low Memory” Message Appears On Terminal Screen

Your unit may be low on memory and will require memory reset.  Infrequent “Print & Reset” of machine may allow memory to fill to capacity and require a “Print & Reset”.

Solution:

  1. Press F4 on the unit
  2. Navigate to “Print & Reset”
  3. Print all

**Note: This will print all stored receipts which will clear your memory. This may be a large number of items and use multiple rolls of thermal (receipt) paper.

No Power to Machine

Your machine does not have any light or words on the screen and does not have power.  This may be caused by being a failing power source, an issue with the plug or your connection to the power source, or physical damage to the unit.

  1. Unplug the unit.
  2. Plug into different power outlet or otherwise verify the function of that outlet by plugging in another comparable appliance.
  3. Verify that the power cord/power pack is functioning. If you see the GREEN light on the power pack is lit, then the power pack is functioning.
  4. Disconnect from your power source (outlet) and plug the unit/cables in to each other.
  5. AFTER plugging unit/cables to each other, plug power cord into your power source (outlet).

I Do Not Have the “Supervisor ID”

You may have a new employee or clerk who does not have the Supervisor ID or the Supervisor ID has been lost or forgotten.  You can use the default supervisor ID:

ID – 1999

Password – 1999

Paper Roll Cover Is Not Working or Closing Over the Paper Roll

If the paper roll cover has been physically damaged, please contact technical support to order a replacement device.

Nothing Is Printing On My Receipts

Receipt is blank and shows no information after completing a transaction. Receipt may also show partial information but be incomplete.  Your paper may be loaded incorrectly or the machine may have had some physical damage like a jolt or water damage.

Solution:

  1. Check your equipment handbook/manual to determine whether you are using the right paper. This can be downloaded from the troubleshooting page.
  2. Check to be sure the paper is loaded correctly.
  3. Clean the thermal strip with a small amount of isopropyl alcohol (also known as rubbing alcohol).

Blank Display/Broken Screen

Your display is blank or partially blank and shows no information on the screen.  A power surge or physical damage may be the cause of this error message.

Solution:

  1. Unplug and restart your device.
  2. Verify connection to power source. If green light on power pack is on:

Your power pack is working – go to next step.

If green light IS NOT on:

You may need a replacement power pack. Contact technical support to order new equipment.

3.Verify that power source is properly functioning by plugging your device into a different power source and/or plugging another electronic device into the original power source.

“Waiting for Line” Message Appears on Terminal Screen

“Waiting for Line” error message appears on screen and prevents transactions.  This may be due to a communication issue between your unit and your telephone/Ethernet line.

Solution:

  1. Verify connection to phone line.
  2. Check the function of telephone / Ethernet line by verifying dial tone from that port. If your phone line is working properly, move on to the next step.

If phone is NOT working, troubleshoot that issue with your internet provider or try another phone jack.

**NOTE: The phone line MUST be analog, NOT fiber optic. This means if you are using a service such as AT&T Uverse fiber optic for telephone service, you will need to contact that provider so they can send you a converter. Once you receive this converter from your telephone service provider, you can begin operation as usual with your device.

  1. Check all of your cords to verify they are all plugged in correctly. This may include the phone jack, phone/ethernet cord.
  2. Follow restart instructions.

“Do Not Dispense Goods” Message Appears On Terminal Screen

This may be caused by a customer entering an incorrect pin, by insufficient funds in the customer’s EBT/SNAP account, or if the customer’s EBT/SNAP is registered in a different state.

“C5” or “C1” Message Appears On Terminal Screen

When processing a transaction, you see an error message that begins with “C” and followed by a number (C1, C2, C3, C4, C5, C6, C7, C8, C9). This means you may have an internet or phone line connection issue.  This is most commonly caused by multiple devices using the same phone line. This can also be caused by a faulty phone/ethernet/internet connection (connection type depends on equipment type and location).

If connected via internet – you may have a Firewall blocking your connection to the device.

Solution:

  1. Verify connection to phone and/or internet (connection type will depend on your equipment type & location).

2.Check the function of telephone line by verifying dial tone from that port. Check your internet connection by using that internet connection with other devices. If your phone and/or internet are working properly, move on to the next step.

If phone/internet are NOT working, contact your internet provider.

IF CONNECTING VIA PHONE – The phone line MUST be analog, NOT fiber optic. This means if you are using a fiber optic phone service such as AT&T Uverse or XFinity from Comcast for telephone service, you will need to contact that provider so they can send you a converter. Once you receive this converter from your telephone service provider, you can begin operation as usual with your device.

  1. Check all of your cords to verify they are all plugged in correctly.

This may include phone jack, phone/ethernet cord.

3.Follow restart instructions.

“E5” or “Host Unreachable” Message Appears on Receipt

This may be caused by a financial issue with your account through goEBT or an inactive FNS Number which is issued through the USDA. Contact the USDA to verify your FNS Number is active.

Card Will Not Read

Physical damage, magnetic strip deactivation, dirt/grease/grime on the card reader, or water damage can cause this.

Solution:

  1. Try processing a different NON EBT card. This will help determine if the customer’s card is the issue. If you get a “Denied 56” message, then the machine is functioning properly and the card itself or the customer’s account may be the problem.
  2. If you do not get any response or a Denied 56 error, then follow restart instructions.

.

Key Pad (Pin Pad) Button is Not Responding

Physical keyboard damage such as water or grease on keyboard may be the cause.  Contact technical support today.

“Processor Not Active” Message Appears on Terminal Screen

Your SNAP status has temporarily been disabled. This could be an issue with your bank account with monthly billing or daily deposits.

“Invalid FNS” Message Appears On Terminal Screen

Your FNS number is not currently valid.  Contact FNS(USDA) at 1-877-823-4369. Completed SNAP retailer applications or supporting documentation for an online or paper SNAP retailer application should be sent to the following address:

SNAP Retailer Service Center USDA – Food and Nutrition Service

PO BOX 14500

Washington DC 20044

1-877-823-4369

Please Note: UPS and FedEx will not deliver to a PO Box Address.