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You are here: Home > Business > Products and Services > Merchant Services > Troubleshooting

Troubleshooting

 

Absa Merchant Services has a Reference Guide available for download to answer all your troubleshooting questions.

 

Download our instruction (PDF - 92kb) guide for quick reference on how to perform various transactions, handle various cards and authorisation override.

 

Errors Content:
To search on a particular error, please select an option from the table below.

 

Terminal Display Errors Cause Solution
Amount below budget minimum The amount is less than the amount allowed for a budget transaction Process the transaction as a normal transaction

Authorisation declined Code: nn Transaction declined by the authorisation centre Request customer to pay with another preferred medium

Bank transaction? The terminal needs to bank transactions Press <CANCEL> to override or press <ENTER> to proceed with banking

Card expired Code: 54 Card has expired. Transaction not allowed Request customer to pay with another preferred medium

Card not read The card may have been swiped incorrectly or the magnetic strip may be damaged Press <ENTER>to retry or <CANCEL> after a few attempts. On credit cards a manual transaction may be done

Card use frequency exceeded. Call supervisor The card has been used more than once during a specified period Press <CANCEL> to abort or press <ENTER> to continue. Supervisor to swipe card and enter PIN

Configuration corrupt. Call centre Interruption during communications between terminal and host. All of the parameters have not been downloaded completely. Press <ENTER>to re-initialise communication in order to complete the communications process.

Insufficient funds Code: 51 Transaction declined by the authorisation centre due to insufficient funds Request customer to pay with another preferred medium

Invalid account number Card not registered Phone the Help Desk

Invalid card number Code: 14 The PAN (card number) entered manually is invalid Press <ENTER>. Check and re-enter the card number. If the same error occurs contact the Help Desk

Invalid expiry date Invalid expiry date entered on a manual transaction Press Press <ENTER>and re-enter expiry date

Invalid PIN Code: 55 The PIN entered is incorrect Press <ENTER> and re-enter the PIN

Invalid supervisor card An incorrect supervisor card was swiped Press <ENTER>and swipe the correct supervisor card

Invalid transaction Code: 57 The requested transaction is not permitted for the card type or account type Press <CANCEL> to abort and contact the Help Desk. Quote the response code number that was displayed

No cheque account Code: 52 There is no cheque account linked to this card The card holder must contact their bank

No credit card account Code: 39 There is no credit card account linked to this card The card holder must contact their bank

No savings account Code: 53 There is no savings account linked to this card The card holder must contact their bank

No such issuer Code: 15 The card issuer number does not exist in the terminal configuration Contact the Help Desk

PIN tries exceeded Code: 75 The PIN has been entered incorrectly three times The card holder must contact their bank

Please telephone your auth centre The terminal could not connect to the authorisation centre Use the telephone authorisation procedure

Refer to merchant The card is listed in the hot card file Call supervisor. The supervisor must attempt to obtain and retain the card. Telephone the authorisation centre.

Resident Menu Internal memory of terminal affected due to loss/fluctuations of power supply Contact theHelp Desk

Service not allowed Code: 58 Terminal incorrectly registered on the host Contact the Help Desk

System problem Code: nn The terminal was not able to complete the request. Suspected malfunction or network error Press <CANCEL> to abort and contact the Help Desk. Quote the response code number that was displayed

Swipe Bank Official Card Security module disabled due to inappropriate handling of handset Contact the Help Desk

Service not allowed Code: 91 Terminal incorrectly registered on the host Contact the Help Desk

Withdrawal frequency exceeded Code: 65 A second withdrawal has been attempted within a specified time period Contact the Help Desk

Withdrawal limit exceeded Code: nn Cash back or withdrawal amount exceeds the limit set by the merchant Call supervisor. Press <CANCEL> to abort or press <ENTER> to proceed with a supervisor override


Contact Details
Area / Region Physical Address Postal Address Telephone number Fax number E-mail address
Merchant Services Absa Buiding,
15th Floor, C/o
Pretorius and
Van der Walt
Streets, Pretoria		 The Manager:
Merchant
Services, PO Box
3915, Pretoria,
0001
 0860 111 222 +27 12 317 3480 contactmerc@absa.co.za


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Absa Bank Limited registration number: 1986/004794/06.
Authorised financial services and registered credit provider NCRCP7