Ingenico card machine error messages

What is an alert irruption/attack detected message?

An 'alert irruption' or 'attack detected' message is when there's a fault with the terminal modem that cannot be fixed over the phone.

If this happens, you'll need to call our support team on 01606 566 600 to order a new card machine.

What is a security error message?

A 'security error' message is when the terminal has lost connection to your acquirer.

To fix this, you will need to get in touch with the acquirer and ask them to re-add your merchant ID (MID) and terminal ID (TID).

You'll then need reset and reinstall your card machine. You can do this by checking how to do a function 31 in our support area.

What is an EFT deactivated message?

An 'EFT deactivated' message is when your card acceptance account has been disabled by your acquirer.

You'll need to get in touch with the acquirer to find out why the account has been disabled and what the next steps should be.

What is a bad/invalid MAC message?

A bad/invalid MAC message is when the MAC keys between the terminal and the acquirer are out of sync.

To fix this, you'll need to get in touch with the acquirer and ask them to do a MAC reset for you.

Once done, you'll need to complete the MAC reset from your card machine by doing a function 32. You can learn how to do this in our function codes support section.

What is an 'unable to connect' message?

An 'unable to connect' message is when the card machine has lost connection with your acquirer.

To reconnect, you'll need to call your acquirer and ask them to re-add your terminal ID (TID) and merchant ID (MID).

You'll then need to complete a function 82 on your machine so that the machine dials into your acquirer and the GEMS system. You can find out how to do this in our function codes support section.

What is a 'line engaged' message?

A 'line engaged' message is when the incorrect prefix settings are set on your card machine.

To fix this, you'll need to check whether you have a prefix on your phone line. This is when you have to dial a number first before dialing an outbound number.

You'll then need to complete a function 44 which lets you either add or remove the prefix from your card machine. You can learn how to do this in our function codes support area.

What is an invalid merchant' message?

An 'invalid merchant' message is when your acquirer has the wrong terminal ID (TID) or merchant ID (MID) logged for your account.

You'll need to get in touch with your acquirer to add the correct details. Once done, you'll then need to complete a function 82 so that the card machine dials into the acquirer and GEMS.

What is a card not accepted message?

A 'card not accepted' message is when the card machine account is not set-up correctly either on the GEMS system or with your acquirer.

You'll need to call our support team on 01606 566 600 to check that GEMS is set-up the card type that you're trying to use.

What is a connection failed (phoneline) message?

A 'connection failed (phoneline)' message is when your card machine isn't picking up your phoneline connection.

There's a few different checks you can do to resolve this:

Check that GEMS is set-up as your phoneline connection.

If not, you'll need to change GEMS and complete a function 87 to change to a phoneline connection. You can see how to do this in our function code support area. Once done, try a test transaction.

Remove any splitters and extensions.

If the GEMS is set-up as the phoneline and you're still experiencing issues, you'll need to remove any splitters and extensions from the machine.

You'll also need to make sure your card machine is plugged directly into the phoneline socket on the wall.

Once done, reboot the machine by holding down the 'Clear' button and the '.,' button at the same time and then try a test transaction.

Try another phoneline cable.

Try plugging in another phoneline cable. You'll then need to reboot the machine by holding down the 'Clear' button and the '.,' button at the same time and then try a test transaction.

Check the landline number makes and receives calls.

You should check that you can make a call from and to your landline number. If not, this is a line issue and you'll need to call your line provider.

Check if the phone is on a separate line.

If this is the case, you'll need to move the phone over to the line used for the card machine and check if you can make a call. If there is no dial tone, this means the line is down and you'll need to call your line provider.

If none of these work and you're still experiencing issues, please call our support team on 01606 566 600.

What is a connection failed (internet) message?

A 'connection failed (internet)' message is when your card machine cannot pick up your internet connection.

There's a few different checks you can do to resolve this:

Check that GEMS is set-up as an internet connection.

If not, you'll need to change GEMS and complete a function 87 to switch this to an internet connection. You can see how to do this in our function code support area. Once done, try a test transaction.

Remove the Ethernet cable.

If GEMS is set-up as an internet connection and you're still having issues, remove the Ethernet cable from both the router and your card machine.

Reconnect it to your internet router first and then reboot the machine by holding down the 'Clear' button and the '.,' button at the same time and then try a test transaction.

Try the Ethernet cable in another port.

Remove the Ethernet cable from your router and try plugging it into another port on the router.

Once done, reboot the machine by holding down the 'Clear' button and the '.,' button at the same time and then try a test transaction.

Replace your Ethernet cable.

If this doesn't work, try replacing your Ethernet cable with another one and connecting that to both your router and your card machine.

Once done, reboot the machine by holding down the 'Clear' button and the '.,' button at the same time and then try a test transaction.

Try connecting another device to your router.

Try using the Ethernet cable and connecting another device, like a computer or laptop, to the router and checking if you can access the internet.

If the device doesn't work, you'll need to get in touch with your internet provider.

If the device works, please call our support team on 01606 566 600.

What is a connection failed (GPRS) message?

A 'connection failed (GPRS)' message is when your card machine cannot pick up the GPRS connection.

To fix this, try rebooting the card machine by holding down the 'Clear' button and the '.,' button at the same time and then try a test transaction.

If your card machine still doesn't connect, you'll need to do a function 91 which tests your card machines signal strength and connects it to the strongest mobile network in your area.

You can see how to do this in our function code support section.

What is a modem busy message?

A 'modem busy' message is when your card machine can't find any GPRS signal to connect to.

To fix this, first try to reboot the card machine by holding down the 'Clear' button and the '.,' button at the same time and then try a test transaction.

If the card machine still doesn't connect, you'll need to check whether the card machine gets a signal around your business premises.

Once there is a signal shown on the screen, you'll need to complete a function 91 which will tests your machines signal strength and lock onto the strongest mobile network.

You can learn how to do this in our function code support area.

If you're still experiencing issues and unable to get a signal on your card machine, please call our support team on 01606 566 600.

What does it mean when there is a red letter B on the screen?

If you have a red letter 'B' on the corner of your card machine screen, this means that your machine isn't picking up it's base or it's Bluetooth connection.

To fix this, you'll need to do a function 36 which assigns your machine to its base. You can learn how to do this in our function code support section.

What does it mean when there's a blue smiley face on the screen?

If you have a blue smiley face on your card machine screen, this means that the card machine has no power.

To fix this, place your card machine onto it's base unit, making sure that the base unit is plugged into the power socket. This will let the card machine charge.

If you're still experiencing issues, or find that the card machine isn't charging, please call our support team on 01606 566 600.

What is a 'PIN number blocked' message?

A 'PIN number blocked' message is when the supervisor PIN on the card machine has been entered incorrectly too many times.

To fix this, you'll need to give our support team a call on 01606 566 600 and they'll be able to generate a new supervisor PIN for you.