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FAQs / Troubleshooting
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Table of Contents
FAQs / Troubleshooting
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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”
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?
I changed the name of my store, how do I update my account information?
I am the new owner of a store that already has an
EBT
POS
terminal, what do I do?
Testing a New EBT Terminal
How do I become a SNAP retailer?
Need more help with this?
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