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Problems using your card machine?
Card machine display prompt
Possible causes
What to do
CALL AUTH CENTRE
Assistance required.
Call the authorisation centre on the number displayed by your
card machine. Once you’ve spoken to the authorisation centre,
press the
button and follow the prompts displayed by your
card machine.
CALL HELPDESK
0844 874 0895
*
Assistance required.
Please contact your helpdesk on the number displayed by your
card machine.
NOT AUTHORISED
The card issuer has declined to
authorise the transaction.
Ask the customer to pay by some other means and press
the
button.
REFERRAL B
Assistance required.
Call the authorisation centre on the number displayed by your
card machine. When your call is answered please quote referral B.
ROUTINE CHECK
Insert or swipe
Occasionally the card will
require an additional routine
security check.
Process the card as a Chip and PIN transaction.
Unable to connect
Possible network issues.
Reboot the terminal by pressing
and
for one second.
If the terminal hasn’t come to life, press
and the screen should
light up.
*
Call charges apply. Calls to 0844 numbers will cost no more than 7p per minute plus your phone company’s access charge (current at March 2022).
Calls to 0800 numbers are free from UK landlines and personal mobiles, otherwise call charges may apply. Please check with your service provider.
Calls may be monitored or recorded in order to maintain high levels of security and quality of service.
