HiLite Card Reader Messages

Use these tables below to aid you with the meanings and required actions for when certain messages appear on your card reader.

Successful Transaction Messages

These are messages that can appear during a successful card transactions, in alphabetical order.

Card reader display text	Why it is displayed	Required action
AMOUNT: [amountvalue]	The HiLite card reader needs the cardholder to validate that the correct amount has been used.	The cardholder must confirm that the amount is correct by pressing the OK button or cancel by pressing the C/Cancel button.
AUTHORISED	A transaction has completed successfully.	No further actions are required.
COMPLETING TRANSACTION	The HiLite card reader is finalising a completed transaction with your device.	Please wait for further instructions on the HiLite card reader display.
PIN VERIFIED	The PIN has been verified successfully.	No further actions are required.
PIN: [amountvalue]	The HiLite card reader is waiting for the card PIN.	The cardholder must enter their PIN and press the OK button to continue or press the C/Cancel button to cancel the transaction.
PLEASE SIGN	The cardholder must sign their name on the app or slip (depending on the app’s features).	The cardholder must sign the slip.
PLEASE WAIT...	The HiLite card reader is processing an operation.	Please wait while the HiLite card reader completes the operation.
PRESS the OK button or C/Cancel button	The HiLite card reader needs confirmation to continue.	The cardholder must read all information on the display and then press either the OK button or C/Cancel button as applicable.
PROCESSING...	Cardholder authentication has completed and a financial card transaction is being processed.	Please wait for further instructions on the HiLite card reader display.
REMOVE CARD	The card is in the HiLite card reader and either the transaction has completed or the HiLite card reader cannot read the chip.	Please remove the card from the HiLite card reader.
SALE	Indicates that the current operation is a SALE transaction.	No further actions are required.
SWIPE CARD	The HiLite card reader is waiting for a card to be swiped against the magnetic stripe reader.	Please swipe a card through the magnetic stripe card reader.
USE CHIP READER	The HiLite card reader is waiting for a card to be inserted into the chip reader.	Please insert a card into the chip reader.

Other Transaction Messages

These are messages that can appear during other card transactions, such as refunds or reversals, in alphabetical order.

HiLite card reader display text	Why it is displayed	Required action
REFUND	Indicates that the current operation is a REFUND transaction.	No further actions are required.
REFUND ACCEPTED	A REFUND transaction has completed successfully.	No further actions are required.
REFUND VOID	Indicates that the current operation is a reversal/voiding of a REFUND transaction.	No further actions are required.
REVERSAL ACCEPT.	Reversal/voiding of a SALE/REFUND transaction has completed successfully.	No further actions are required.

Error Transaction Messages

These are messages that can appear during an unsuccessful card transactions, in alphabetical order.

HiLite card reader display text	Why it is displayed	Required action
CANCELLED	The current operation was cancelled by either the cardholder or the merchant. Or the HiLite card reader timed out while waiting for the card and automatically cancelled the operation.	No further actions are required.
CARD BLOCKED	The card that was used has been blocked.	Please retry the transaction with a non-blocked card.
CARD REMOVED	The card was removed too soon during a financial transaction operation.	Please restart the operation.
COMM. ERROR CHECK CONNECTION	Indicates that the HiLite card reader detected a communication failure between itself and the device that it was paired/connected to.	If a SALE or a REFUND transaction was in progress when this occurred then you MUST contact your provider’s support team (see section 5) and verify whether the transaction went through or not (as they can check with their real-time terminal management system). If you fail to do so then you may be liable for any costs incurred due to any double charges. Once you have verified that the transaction did not go through then please retry the operation. See here for further guidance.
FALLBACK TO MSR	The cards chip has failed. The data on the magnetic stripe will be used instead.	Please wait for further instructions on the HiLite card reader display.
INCORRECT PIN	An incorrect PIN was entered.	The cardholder must re-enter their PIN.
INVALID CARD	The HiLite card reader could not read any data from the card.	Please retry the operation. If the issue persists the card may be faulty, please try another card. If the issue still persists the HiLite card reader may require replacement, please contact support (see section 5).
LAST ATTEMPT	This is the customers last available attempt for correct PIN entry.	Please do one of the following: Enter the correct PIN. Press the ‘C‘/Cancel button to abort the transaction. Press the [OK button] to activate PIN bypass mode (if available).
NOT PROCESSED	This is a generic error message that indicates that the current operation was not completed due to an unexpected error. Reasons can include: Communication failure between the HiLite card reader and the back end system during an update operation. Invalid request object from the POS app at the start of an operation. Invalid response object from the POS app during an operation.	Please retry the operation. If the issue persists please contact your provider’s support team for assistance (see section 5).
PIN IS BLOCKED	The maximum number of PIN entry retries has been reached.	Please wait for further instructions on the HiLite card reader display (The HiLite card reader may fall back to signature processing).   The cardholder needs to contact their bank/issuer for instructions on how to get the PIN unblocked.
PROCESSING ERROR	An unexpected error was encountered during transaction processing.	Please retry the operation. If the issue persists please contact support (see section 5).
READ ERROR	The HiLite card reader was unable to establish a valid communication channel with the cards chip.	Please wait for further instructions on the HiLite card reader display.
REQUEST INVALID	A financial transaction was attempted with a magnetic stripe card that is cash only.	No further actions are required.
SALE VOID	Indicates that the current operation is a reversal/voiding of a SALE transaction.	No further actions are required.
TRANS. DECLINED	A transaction has been declined.	No further actions are required. Further information may be displayed on the HiLite card reader screen or receipt that might indicate why the transaction was declined.
TRANSACTION VOID	A financial transaction was cancelled due to a cardholder not responding in time to an action or directly, by the cardholder or the merchant or the card itself. Or a signature was rejected by the merchant.	No further actions are required.
UNSUPPORTED CUR.	A currency has been selected in the POS app that the HiLite card reader has not been configured for.	Select the correct currency and retry the operation.   Alternatively, please contact support (see section 5) and ask for the specific currency to be supported.
USING SIGNATURE	The card has indicated that cardholder signature is required. This can be either due to fall back (e.g. max PIN retries reached) or because the card is a signature or a signature & PIN card.	Please wait for further instructions on the HiLite card reader display.