Moneris® Core Terminals Gift Card Program Reference Guide
23
Troubleshooting
If an error message appears, tap
OK
to clear the message then retry the transaction. If the error message
reappears and is listed in the table below, follow the instructions in the table’s Solution column. If the problem is
still not resolved, contact Customer Care toll-free at
1-866-319-7450
for assistance.
Error message
Solution
Card disabled
The gift card you swiped has been deactivated and cannot be used.
Request another card.
Card not active
The gift card you entered has not been activated. Activate the card (see page 17), or ask
the customer for another gift card or other form of payment.
Card not
supported
Please retry.
The card type swiped by the customer cannot be used for gift card transactions. For
example, they might have swiped a loyalty card or a credit card.
Ask the customer what type of card they would like to pay with.
Card read error
There is a problem with the magnetic stripe on the gift card that was swiped.
Try swiping the card again, this time more slowly or quickly, or from front of the terminal
to the back.
Host sync failed
There was a terminal, host, or communication problem during syncing with the Moneris
host.
Try to sync again. If this does not work, contact Moneris.
Invalid expiry
date
The promotional gift card entered has passed its expiry date. Request another form of
payment.
Note:
A promotional gift card is like a coupon. It is given, not sold, to customers at the
merchant’s discretion and can be set up to expire. An expired promotional gift card and
its balance cannot be used again nor can the balance be transferred to another card.
There were no
transactions
found based on
your criteria
The terminal did not find any gift card transactions matching the authorization number
you entered. Check the authorization number and try again.
No totals
available
You tried to close your gift batch, but no gift card transactions have been processed
since the last gift card Batch Close. There is no need to close an empty batch.
Refund amount
greater than
original
The refund amount you entered is greater than the original purchase amount.
Re-try the transaction with the correct refund amount.
Transaction
amount over
maximum
The transaction amount you entered exceeds the allowable amount for a single
transaction using a gift card.
If the transaction is a gift card Purchase, split the purchase amount and perform 2
transactions, or request another gift card or other form of payment.
Matching
transaction not
found
The terminal did not find any gift card transactions matching the authorization number
(or other criteria) you entered.
Check the authorization number (or other criteria) and try again.