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FAQs / Troubleshooting
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Table of Contents
FAQs / Troubleshooting
  • 1
    • FAQs / Troubleshooting — 1
  • FAQ’s & Troubleshooting
  • New goEBT Equipment Set Up & Activation
    • New EBT Hardware Set Up
      • vx510 Set Up Guide
      • vx570 (Phone Line) Set Up Guide
      • vx570 (Internet) Set Up Guide
    • Testing a New EBT Terminal
  • SNAP/EBT Retailer Account Info
    • How do I become a SNAP retailer?
    • How do I become re-authorized through FNS?
    • My store has moved to a new location, how do I update my information?
    • How do I update the name of my store?
    • I am the new owner of a store that already has an EBT POS terminal, what do I do?
    • How do I request a copy of my 1099 from a previous year or update my current 1099?
  • EBT Settlement Deposits (Transaction Reimbursement)
    • Should I keep a record of EBT transactions?
    • How should I keep a record of EBT transactions?
    • How long does it typically take to get reimbursed for EBT transactions?
    • Why are my deposits less than I expected?
    • Why am I not receiving my deposits?
    • How can I get a report of my EBT transactions and deposits?
    • Can I change my daily cut off time?
    • How do I print a report of all my EBT sales for a full day?
  • Bank Account Information and Fees
    • I just signed up for EBT processing, why do I see multiple charges to my account?
    • How do I change my registered bank account information?
    • What if I don’t have enough money in my account to cover my monthly fee?
  • Manual Vouchers
    • What are manual vouchers?
    • How do I process an EBT transaction with a manual voucher?
    • Can you complete a manual voucher if the customer has an out-of-state EBT card?
    • How long do I have to clear a manual voucher?
    • What if I didn’t clear a manual voucher within 15 days?
    • What if I have an authorization number but can not clear my manual voucher?
    • How do I process a return from a manual voucher?
    • How long does it typically take to get reimbursed for a manual voucher transaction?
    • Where can I order manual vouchers?
  • Cancellation
    • How do I cancel my EBT processing service with goEBT?
    • What do I do if my store is closing?
  • Terminal and Pin Pad Troubleshooting
    • Restarting Your EBT Terminal – VX510/VX570
    • No Power to Machine
    • I Do Not Have the “Supervisor ID”
    • Paper Roll Cover Is Not Working or Closing Over the Paper Roll
    • Nothing Is Printing On My Receipts
    • Blank Display/Broken Screen
    • Card Will Not Read
    • Key Pad (Pin Pad) Button is Not Responding
    • What if I want to switch to an internet or phone connection?
  • Error Message On Terminal Screen
    • “Invalid FNS”
    • “Processor Not Active”
    • “E5” or “Host Unreachable”
    • “C1”, “C2”, “C3”, etc.
    • “Do Not Dispense Goods”
    • “Waiting for Line”
    • “Low Memory”
    • “Ram Check Error”
    • “File Error”
    • “Security Alarm”
    • “Bad RTC Chip”
    • “Download Needed”
    • No “M” Key
    • “Tampered Device”
    • “Key Sync Error”

Manual Vouchers

Please select your question below. If you do not see your question below, please submit a request for support.

  • What are manual vouchers?
  • How do I process an EBT transaction with a manual voucher?
  • Can you complete a manual voucher if the customer has an out-of-state EBT card?
  • How long do I have to clear a manual voucher?
  • What if I didn’t clear a manual voucher within 15 days?
  • What if I have an authorization number but can not clear my manual voucher?
  • How do I process a return from a manual voucher?
  • How long does it typically take to get reimbursed for a manual voucher transaction?
What if I don’t have enough money in my account to cover my monthly fee?
What are manual vouchers?

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