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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.

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.

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 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 there is no internet connection for the card reader to connect.

suggestions:

  • connect device to WiFi or to a mobile hotspot to avoid firewalls.

Please check your internet connection

Similar to the above, 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.

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