PAX FAQ

Owned by Ana Tamez
Last updated: 08 Aug, 2023 by Antoine Trota
4 min read

Thankfully your merchants will not face errors frequently. We have listed below the common error messages that could be displayed on the PAX smartPOS terminal as a guide to quickly provide support to your merchants.

Although the text of the screenshots might look different in your app, the suggestions are the same.

 

Terminal can’t connect to Wifi

By default the terminal will not be able to connect to a public wifi which requires a browser to access a log in page. The terminal does not allow browsers to be installed as it would be a major security vulnerability.

 

 

suggestions:

  • Try to re-enter in the wifi password

  • Reboot the Wifi router

  • Reset the network parameters on the terminal

    • Go to the Android Settings--> More--> Network settings reset

  • Connect the terminal to a mobile hotspot (from a phone) to fully bypass the Wifi router. If the terminal connects, it narrows down the issue to the Wifi of the merchant.

Terminal can’t connect to Wifi

By default the terminal will not be able to connect to a public wifi which requires a browser to access a log in page. The terminal does not allow browsers to be installed as it would be a major security vulnerability.

 

 

suggestions:

  • Try to re-enter in the wifi password

  • Reboot the Wifi router

  • Reset the network parameters on the terminal

    • Go to the Android Settings--> More--> Network settings reset

  • Connect the terminal to a mobile hotspot (from a phone) to fully bypass the Wifi router. If the terminal connects, it narrows down the issue to the Wifi of the merchant.

PED tampered

The terminal has locked itself for security purposes. This can happen if the terminal was dropped or tampered with.

It can also be the case that the internal battery is damaged, or it has been totally depleted. Unfortunately, the reader must be replaced or sent for repair.

 

suggestions:

  • The reader must be replaced or sent for repair (this error cannot be resolved remotely).

PED tampered

The terminal has locked itself for security purposes. This can happen if the terminal was dropped or tampered with.

It can also be the case that the internal battery is damaged, or it has been totally depleted. Unfortunately, the reader must be replaced or sent for repair.

 

suggestions:

  • The reader must be replaced or sent for repair (this error cannot be resolved remotely).

 

Server not available

This message shows the setup is incomplete and the encryption key was not properly downloaded into the terminal.



suggestions:

  • It is necessary to push the encryption key. This can be done remotely via the PAXStore (RKI). If you don’t have permissions or training to do so, please contact Handpoint support using the escalation process.

  • Seldomly, the Handpoint servers might have trouble. You can always check the status in the status page.

Server not available

This message shows the setup is incomplete and the encryption key was not properly downloaded into the terminal.



suggestions:

  • It is necessary to push the encryption key. This can be done remotely via the PAXStore (RKI). If you don’t have permissions or training to do so, please contact Handpoint support using the escalation process.

  • Seldomly, the Handpoint servers might have trouble. You can always check the status in the status page.

 

Reader not assigned

This means the card reader serial number has not been properly assigned in the Handpoint’s Portal.

 

suggestions:

  • Assign the device to the correct merchant in the Handpoint terminal management system (TMS). If you don’t have permissions or training to do so, please contact Handpoint support using the escalation process.

Reader not assigned

This means the card reader serial number has not been properly assigned in the Handpoint’s Portal.

 

suggestions:

  • Assign the device to the correct merchant in the Handpoint terminal management system (TMS). If you don’t have permissions or training to do so, please contact Handpoint support using the escalation process.

 

Can't send sale operation to device

This means that there is a currency mismatch between the currency saved in the terminal configuration and the currency sent in the transaction request to the terminal.

 

suggestions:

Can't send sale operation to device

This means that there is a currency mismatch between the currency saved in the terminal configuration and the currency sent in the transaction request to the terminal.

 

suggestions:

 

Please check your internet connection

This error means the internet connection was lost DURING the transaction.

 

suggestions:

  • connect device to WiFi or to a mobile hotspot to avoid firewalls and retry the transaction.

Please check your internet connection

This error means the internet connection was lost DURING the transaction.

 

suggestions:

  • connect device to WiFi or to a mobile hotspot to avoid firewalls and retry the transaction.

Billing or settlement issues

Handpoint is only in charge of the authorizations processing and does not handle billing or settlement of funds to merchants.

 

suggestions:

  • In case of a settlement or billing issue the acquirer should be contacted directly

Billing or settlement issues

Handpoint is only in charge of the authorizations processing and does not handle billing or settlement of funds to merchants.

 

suggestions:

  • In case of a settlement or billing issue the acquirer should be contacted directly

Transactions are not going through

There can be multiple reasons behind transactions not being processed. The most common one being that the upstream acquirer or bank is down. Less common would be an issue with the Handpoint services.

If the merchant has never transacted before it can also be an issue with the merchant account not being setup correctly either in the Handpoint terminal management system or in the acquirer systems,

 

suggestions:

  • Consult the Handpoint status page https://status.handpoint.com/ to verify the status of the systems

  • If the problem is happening with a new merchant, confirm the setup of the merchant in the acquirer systems and the Handpoint terminal management system (TMS)

Transactions are not going through

There can be multiple reasons behind transactions not being processed. The most common one being that the upstream acquirer or bank is down. Less common would be an issue with the Handpoint services.

If the merchant has never transacted before it can also be an issue with the merchant account not being setup correctly either in the Handpoint terminal management system or in the acquirer systems,

 

suggestions:

  • Consult the Handpoint status page to verify the status of the systems

  • If the problem is happening with a new merchant, confirm the setup of the merchant in the acquirer systems and the Handpoint terminal management system (TMS)

 

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