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Integrated credit card processing problem

  1. Socket error processing with EMV device. This error indicates the EMV gateway service is not running in background. To start the service, click the NETePay shortcut button on the Windows desktop. You can then minimize the window. NETePay will remain running in background unless PC is rebooted.
  2. If using EMV devices and you receive "HOST not responding" message it means the processing network is temporarily down. Try clicking the Manual button in the tender pop-up and manually key in the card info. When the processing network returns to service cards will process normally. 
  3. Verify Internet connectivity is working by testing your browser.
    If Internet is down, you will need to contact your merchant processor to obtain voice authorization by phone for each sale amount, then tender as credit card sale, but enter the approval code into the Authorization Code (AP) box before swiping the card. This indicates the card has been pre-approved for the amount tendered.
    Warning: You won’t be able to settle your EDC transactions in Manager until Internet service is restored. However, your pre-approved transactions are good for days if necessary.
  4. Make sure the system clock is correct on both the local PC and your database server (double-click on time/date in system tray).
    All of your workstation clocks should be in sync with your database server.
  5. If credit cards fails to connect to the processing network ("connect" error), contact your merchant processor to ask if their network is down or if a gateway URL has changed*. If network is down, you will need to request voice authorizations until normal services are resumed**. Vantiv users should switch to Virtual Terminal instead.
  6. If "technical error occurred; no transactions were settled" contact the merchant processor to ask if their settlement center is down. If yes, you will need to wait and settle later (next day if necessary). If you are processing with Mercury/Vantiv, their number is 800-846-4472.

*TSYS users: Gateway URLs for credit and debit card processing must be updated by 9/1/2013. You must also be running RMS 2.0.0155 or higher to be PCI compliant. Version 2.0.0155 includes the gateway update and other changes required for PCI compliance. See Manager, Help, About for your version number. Failure to run a PCI compliant version of RMS subjects you to fines and disruption of service. If you are not running RMS 2.0.0155 or higher, you should disable credit card processing in RMS and use a PCI compliant terminal instead, or upgrade RMS if you wish to continue card processing in POS.
Gateway settings are found in Store Operations Administrator under File | Configuration | EDC | Advanced | Advanced.  
TSYS Credit Gateway URL: ssl1.tsysacquiring.net/scripts/gateway.dll?transact
TSYS Debit Gateway URL: ssl2.vitalps.net
Debit Gateway Port: 5003
You must close POS and go back in for any changes to takes affect. 

**If network outage is expected to be long and you are a Mercury/Vantiv user, contact our support team for instructions on enabling their fallback network. This feature is only available to Vantiv users and is another reason why Vantiv is our preferred provider. They are the only merchant processor who support RMS users directly including support for hybrid devices (self-swipe/signature capture) and tokenization.

Instructions below are for Voice Authorization with Mercury/Vantiv ONLY. If you are not processing with Vantiv, contact your processor's phone authorization number instead. Please note the alternative (preferred) is to access Virtual Terminal (VT) by logging into your Vantiv account (PC, tablet, or smartphone). Use VT until normal service is restored. If you do not have a tender type defined for VT you can tender as Cash and make a note to drawer the transaction was processed via VT.

Visa/MasterCard/Discover (800) 944-1111
Bank ID# 011400
MID# 884300XXXXX where xxxxx is your merchant ID.
CC#
Amount

AMEX (800) 528-2121
Bank ID# 011400
MID# 884300XXXXX where xxxxx is your merchant ID.
CC#
Amount

IMPORTANT: VOICE AUTHORIZING A TRANSACTION DOES NOT PROCESS THE TRANSACTION. YOU MUST STILL SWIPE THE CARD. YOU MUST REMEMBER TO ENTER THE APPROVAL CODE BEFORE SWIPING THE CARD. ALSO MAKE SURE EDC SETTLEMENT RUNS WITHOUT ERRORS AT END OF DAY OR WHEN INTERNET CONNECTIVITY RESUMES. IF SETTLEMENT ERROR OCCURS, IMMEDIATELY CONTACT YOUR PROCESSOR TO AVOID LOSS OF FUNDS. 

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  1. Dave J

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