Troubleshoot Integrated Credit Card Processing

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SimpleConsign integrates with the following credit card processors:

  • SimplePay (CardPointe)
  • CardConnect (CardPointe)
  • BluePay (CardConnect)
  • Fortis (Zeamster)
  • Priority Payments (Zeamster)


Error #1: No devices connected to process request

This error indicates a disruption in the connection between your EMV device and the internet. To resolve this issue, follow the troubleshooting steps below:

  1. Ensure your device is powered on and properly connected to the internet.
  2. Reset the card reader by powering it off for at least 30 seconds, then power it back on and test the connection.
  3. If the issue persists, power off the card reader again, followed by powering off the modem and router for 30 seconds. If your device is wired, switch the port where the Ethernet cable connects to the router (if your device is wireless, ignore this step). Power the modem and router back on. Once the internet connection is fully restored (this may take several minutes), turn the card reader back on and test the connection.
  4. Verify that your internet connection is stable. Can you access other websites on your computer?
  5. Visit speedtest.net to check your download and upload speeds. Here are general guidelines based on store size:

    Small to Medium-Sized Stores
    Download speed: 25-50 Mbps
    Upload speed: 5-10 Mbps

    Large Stores or Those with Advanced Needs
    Download speed: 50-100 Mbps or higher
    Upload speed: 10-20 Mbps

  6. If your internet speed is adequate but unstable (frequent disconnections or high latency), contact your internet service provider to resolve the issue.
  7. If the issue persists after the troubleshooting steps, you will need to contact your credit card processor

Error #2: SimpleConsign terminal spins, remains stuck on "Transaction sent to EMV device" screen, or freezes altogether

This issue often occurs when SimpleConsign does not receive confirmation of the transaction from your card processor, typically due to momentary internet latency. This can happen regardless of your internet speed and may occur if the browser is refreshed before the confirmation is received. Reprocessing the transaction at this point could result in a duplicate charge.

Important note: Do not refresh the screen, reprocess the transaction, or interrupt the process without first verifying whether the transaction has been completed through your credit card processor. Failing to check this could result in a double charge.

To avoid double-charging a customer, please follow the instructions below:

  1. Log in to your credit card processor's merchant portal. For SimplePay users, this can be accessed via CardPointe.

    Note: If you do not have access to the portal, contact a store manager or admin for assistance.
  2. Once logged in, check if the transaction has successfully processed on the credit card processor's end.
    • If the transaction was successful, proceed to step 3.
    • If the transaction did not process, re-run the transaction in SimpleConsign.
  3. Wait a full 5 minutes to receive a timeout message in SimpleConsign. We understand this may seem like a long wait, but this is the recommended time limit provided by our credit card processing partners.
  4. Once the transaction has timed out in SimpleConsign and you have confirmed that it was processed by the credit card processor, record the transaction as a cash or store credit sale in SimpleConsign.
Tip: If you accidentally charged a customer twice, you will need to refund the duplicate transaction via your credit card processor’s portal. For SimplePay users, this can be done through CardPointe.
 

Error #3: Internet on the computer you are processing the transaction on is intermittent.

This issue often occurs when SimpleConsign does not have a stable internet connection. This can happen regardless of your internet speed.

Screenshot 2024-10-28 at 12.42.47 PM.png

 

Error #4: Internet on the EMV device you are processing the transaction on is intermittent or interrupted.

This issue often occurs when the EMV device does not have a stable internet connection. This can happen regardless of your internet speed. You also get this error message when the customer hits the red button on the confirm amount screen.

Screenshot 2024-10-29 at 11.00.07 AM.png

 

Error #5: Invalid Card or Error Code 11.

This issue occurs when the card presented is not the correct format. This screen shot was taken from a card that is in Canadian currency.

Screenshot 2024-10-29 at 10.59.51 AM.png

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