Suncorp VX820 User manual

Integrated POS
Quick Reference
Guide
(VX820)

3Suncorp Bank Integrated POS Quick Reference Guide
Contents
Contact details ............................................................................................................................... 4
System Timeouts ............................................................................................................................ 5
PC EFTPOS generated response codes ...................................................................................... 6
Terminal Response Messages .................................................................................................... 14
Troubleshooting ........................................................................................................................... 15
Terminal Care and Troubleshooting ..........................................................................................15
Fraud Prevention tips ................................................................................................................... 17
Security & Chargeback Tips ...................................................................................................... 18
Manual Transaction Processing ................................................................................................. 19
Manual Transaction Processing ................................................................................................ 20
Processing a Fallback Transaction Voucher ............................................................................. 20
Accepting payment via a Fallback Transaction Voucher ..........................................................21
Processing Fallback Transaction Vouchers ..............................................................................22

4Suncorp Bank
Contact Details
Merchant Terminal Faults (For EFTPOS pin pad hardware and technical difficulties)
1800 836 055 (24 hours a day, 7 days a week)
Please have the following information ready:
• merchant number • terminal number
Other Merchant Enquiries (Account Queries/Changes)
13 11 75
(Monday to Friday 8:30am – 5:00pm AEST except Brisbane public holidays)
Please have the following information ready:
• merchant number • terminal number
Manual Authorisations – Visa and MasterCards
1300 301 221 (24 hours a day, 7 days a week)
Please have the following information ready:
• merchant number • card details – card number, expiry date
• transaction amount
Manual Authorisations – Debit Cards
1800 836 055 (24 hours a day, 7 days a week)
Please have the following information ready:
• merchant number • terminal number
• transaction amount
Chargeback Queries
[phone] Option 1
(Monday to Friday 8:30am – 5:00pm AEST except Brisbane public holidays)
Fax: [phone]
Please have the following information ready:
• your name • merchant number
• case number • nature of query
American Express
1300 363 614
Diners Club
1300 360 060

5Suncorp Bank Integrated POS Quick Reference Guide
System Timeouts
The terminal will support the following ‘time outs’ for its PC EFTPOS Client and Network interface.
Action Timeout Description
Swipe Card 60 seconds Once timeout occurs, the transaction will be
cancelled and returned to the POS.
Select Account 60 seconds Once timeout occurs, the transaction will be
cancelled and returned to the POS.
Enter PIN 60 seconds Once timeout occurs, the transaction will be
cancelled and returned to the POS.
Verify Signature 180 seconds
No actual timeout applies to this action
– instead, the terminal will emit a beep
periodically until the sale has been completed.
Approved 5 seconds Once timeout occurs, the transaction will be
completed as expected.
Waiting for Host
Response 45 seconds
This is configurable via the TMS to either
a) Display “No Response”, or b) revert to
Electronic Fallback (EFB) mode.
Host Response for
Reversal/Advice 20 seconds Once timeout occurs, the terminal will return to the idle screen.

6Suncorp Bank
PC EFTPOS Generated
Response Codes
Code Terminal Display Explanation Action To Be Taken
AM DECLINED – AM
NO MOTO/ECOM
MOTO/ECOM transaction
not allowed on this terminal
To enable MOTO/
eCommerce transactions on
this terminal please call the
Helpdesk.
AN DECLINED – AN
NO CHECK‐OUT
Check-out transaction not
allowed on this terminal
To enable Checkout
transactions on this terminal
please call the Helpdesk.
AP DECLINED – AP
NO PRE‐AUTH
Pre-auth transaction not
allowed on this terminal
To enable Pre Authorisation
transactions on this terminal
please call the Helpdesk.
AQ DECLINED – AQ
NO CASH‐OUT
Cash-out transaction not
allowed on this terminal
To enable Cash Out
transactions on this terminal
please call the Helpdesk.
AR DECLINED – AR
NO REFUND
Refund transaction not
allowed on this terminal
To enable Refund
transactions on this terminal
please call the Helpdesk.
AS DECLINED – AS
NO SALE WITH TIP
Sale with tip transaction not
allowed on this terminal
To enable Purchase With Tip
transactions on this terminal
please call the Helpdesk.
AT DECLINED – AT
NO TIP ADJUST
Tip adjust transaction not
allowed on this terminal
To enable Tip Adjustment
transactions on this terminal
please call the Helpdesk.
AV DECLINED – AV
NO VOID
Void transaction not allowed
on this terminal
To enable void transactions
on this terminal please call
the Helpdesk.
E1 DECLINED – E1
MUTE CARD
The supplied Chip Card has
suffered an error
Please contact the
cardholders card provider or
try a different card.
E2 DECLINED – E2
CARD REMOVED
EMV card was removed
before completion of the
transaction
Retry the transaction again,
ensuring the chip card
remains inserted into the
terminal chip card reader
until the terminal prompts for
the card to be removed.
E3 DECLINED – E3
CARD BLOCKED
The supplied Chip Card has
been deactivated by the
cardholders bank
Please contact the
cardholders card provider or
try a different card.
E4 DECLINED – E4
APP BLOCKED
The supplied Chip Card
has an application that has
been deactivated by the
cardholders bank
Please contact the
cardholders card provider or
try a different card.

7Suncorp Bank Integrated POS Quick Reference Guide
Code Terminal Display Explanation Action To Be Taken
E5 DECLINED – E5
CARD ERROR
The supplied Chip Card has
suffered an error
Please contact the
cardholders card provider or
try a different card.
E6 DECLINED – E6
CARD NOT ACCEPT
The terminal is not
configured to use the
supplied Chip Card
To enable this card on this
terminal please call the
Helpdesk.
E7 DECLINED – E7
EMV CONFIG ERROR
The PINpads EMV
configuration is incorrect
Please call the Helpdesk.
E8 DECLINED – E8
INVALID MESSAGE
An invalid message has been
sent to the POS
Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
E9 DECLINED – E9
EMV DATA
MISMATCH
The supplied Chip Card has
suffered an error
Please contact the
cardholders card provider or
try a different card.
EA DECLINED – EA
PIN TRIES EXCEED
The supplied Chip Card has
exceeded the number of
allowed PIN entry attempts
Please contact the
cardholder’s card provider or
try a different card.
EB DECLINED – EB
EXPIRED CARD
The supplied card has
expired
Please inform the cardholder
and retry the transaction
using a different card.
EC DECLINED – EC
INVALID CARD
The supplied Chip Card
is configured with a later
start date (date the card is
allowed to start being used)
Please contact the
cardholder’s card provider or
try a different card.
ED DECLINED – ED
INVALID PRODUCT
The card supplied cannot be
used to purchase the service
or product
Please contact the
cardholders card provider or
try a different card.
EE DECLINED – EE
SWIPE NOT ALLOW
EMV fallback not allowed Please retry with an EMV
card.
EF DECLINED – EF
TRACK 2 MISMATCH
An error occurred reading the
provided card (EMV track-2
Mismatch)
Please retry the transaction,
if error persists please
contact the Helpdesk.
EG DECLINED – EG OVER
LIMIT
This terminal has exceeded
the assigned refund limit
Please contact the Helpdesk
to have this limit increased or
retry the transaction.
EH DECLINED – EH CHIP
READ ERROR
The terminal was unable to
successfully read the Chip
Card provided
Please retry the transaction
or attempt the transaction
with another card. If
problems persist please
contact the Helpdesk.
EI DECLINED – EI SET
PASSWORD
Manager password doesn’t
exist for refund
Please contact the Helpdesk
to assist in setting up a
password for refunds.

8Suncorp Bank
Code Terminal Display Explanation Action To Be Taken
M0 DECLINED ‐ M0 MSG
FORMAT ERR
The transaction has received
an invalid response from the
host
Please contact the Helpdesk.
M1 DECLINED – M1 STAN
MISMATCHED
The STAN in the response
message to the transaction
did not match the STAN that
was sent to the host
Please contact the Helpdesk.
M2 DECLINED – M2 TERM
ID MISMATCH
The Terminal ID in the
response message to the
transaction did not match the
Terminal ID that was sent to
the host
Please contact the Helpdesk.
MT DECLINED – MT TIP
OVER MAX %
The tip amount entered
exceeds the allowed tip
variance relative to the
original transaction
Please attempt a smaller
tip amount or contact the
Helpdesk to increase the
terminal’s allowed tipping
percentage.
N0 DECLINED ‐ NO
SYSTEM ERROR
Internal error, buffer size too
small
Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
N1 DECLINED – N1
SYSTEM ERROR
File system error Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
N5 DECLINED – N5
SYSTEM ERROR
Record Doesn’t Exist Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
N6 DECLINED – N6
SYSTEM ERROR
Invalid TLV tag Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
N7 DECLINED – N7
SYSTEM ERROR
Tag not found Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
NA DECLINED – NA ZERO
AMOUNT
Zero amount passed to
terminal from POS
The transaction amount must
be greater than $0.00. Please
retry the transaction with a
higher amount.
NB DECLINED – NB
INVALID AMOUNT
Invalid amount passed to
terminal from POS
Check and confirm amount is
correct, retry the transaction.

9Suncorp Bank Integrated POS Quick Reference Guide
Code Terminal Display Explanation Action To Be Taken
NR DECLINED – NR NO
ROC NO AUTH
No ROC and no authorisation
number were supplied
Enter a ROC and an auth
number, and retry the
transaction.
P1 DECLINED – P1
COMMS ERROR
A communications error
occurred
Check that all the
communication connections
(lines, routers, cables)
are either plugged in and
communicating, then retry
the transaction.
P2 DECLINED – P2
COMMS ERROR
A communications error
occurred
Check that all the
communication connections
(lines, routers, cables)
are either plugged in and
communicating, then retry
the transaction.
P3 DECLINED – P3
COMMS ERROR
No acknowledgement
received on PC-EFTPOS
communications
Check that all the
communication connections
(lines, routers, cables)
are either plugged in and
communicating, then retry
the transaction.
P4 DECLINED – P4
COMMS ERROR
PC-EFTPOS communications
protocol error
Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
P5 DECLINED – P5
SYSTEM ERROR
PC-EFTPOS response invalid Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
P6 DECLINED – P6
COMMS ERROR
PC-EFTPOS communications
receive error
Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
P7 DECLINED – P7
COMMS ERROR
Host communications
connection timeout
Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
PF DECLINED – PF PRINT
FAILED
Print failed Please check the printer has
paper and the paper isn't
jammed.
PR DECLINED ‐ PR
INVALID REQUEST
POS request invalid Please reboot the PINpad
(Press "#" and "99" on the
PINpad), if problem persists
please contact Helpdesk.
Q6 DECLINED – Q6
SIGNATURE ERROR
The POS operator has
declined the signature of a
transaction
If this was unintentional, retry
the transaction.

10 Suncorp Bank
Code Terminal Display Explanation Action To Be Taken
RN DECLINED – RN ROC
NOT FOUND
ROC entered on terminal
was not found in batch
The receipt number
entered is not known to the
terminal. Please confirm the
receipt number and if the
issue persists contact the
Helpdesk.
RO DECLINED – RO
INVALID AUTH NO
The authorisation number
entered is not known to the
terminal
Please confirm the number
and if the issue persists
contact the Helpdesk.
RP DECLINED – RP ROC
NOT FOUND
The receipt number entered
is not known to the terminal
Please confirm the receipt
number and if the issue
persists contact the
Helpdesk.
RV DECLINED – RV
INVALID AUTH NO
The authorisation number
entered is not known to the
terminal
Please confirm the number
and if the issue persists
contact the Helpdesk.
RZ DECLINED – RZ
BATCH FULL
The terminal batch is
full which requires that
the terminal performs a
settlement before another
transaction can be
processed
Please perform a settlement.
S0 DECLINED ‐ S0
MODEM ERROR
The PINpad has suffered a
communication error
Check that all the
communication connections
(lines, routers, cables)
are either plugged in and
communicating, then retry
the transaction. If problem
persists please contact the
Helpdesk.
S1 DECLINED – S1 NO
DIAL TONE
The PINpad has suffered a
communication error (No Dial
Tone)
Check there is a dial tone by
picking up a phone, check
the phone line is plugged in,
then retry the transaction.
If problem persists please
contact the Helpdesk.
S2 DECLINED – S2 NO
ANSWER
The PINpad has suffered
a communication error (no
answer)
Check there is a dial tone by
picking up a phone, check
the phone line is plugged in,
then retry the transaction.
If problem persists please
contact the Helpdesk.
S3 DECLINED – S3
NUMBER BUSY
The PINpad has suffered a
communication error (number
busy)
Check there isn't any other
device using the phone line
(such as a fax or a land
phone). If problem persists
please contact the Helpdesk.