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POS Terminal Error Codes

POS SCREEN
AND/OR
RECEIPT ERROR
MESSAGE

REASON

POS
ERROR
CODE #

RESOLUTION

Amount Exceeds
Auth

When performing a Voucher Clear Re-Enter the Voucher Clear transaction, verifying that A3
transaction, the dollar amount
all entries are correct. If the problem persists, call the
entered is larger then the dollar
XEROX EBT Retailer Help Desk with the error code.
amount from the original voice
authorization.

Call Client Help


Desk

This transaction did not complete


processing and has been
canceled

Give the customer the receipt with the error code and 41
instruct the customer to call the Customer Service
number located on the back of their EBT card.

Call Client Help


Desk

This transaction did not complete


processing and has been
canceled

Give the customer the receipt with the error code and 42
instruct the customer to call the Customer Service
number located on the back of their EBT card.

Call Client Help


Desk

This transaction did not complete


processing and has been
canceled

Give the customer the receipt with the error code and 43
instruct the customer to call the Customer Service
number located on the back of their EBT card.

Call Retail Help


Desk

The terminals status in the Host


system no longer matches the
status at the local terminal.

Call XEROX EBT Retailer Help Desk with the error


code.

Call Retail Help


Desk

When performing a Voucher Clear Re-Enter the Voucher Clear transaction, verifying that A4
transaction, the cardholder
all entries are correct. If the problem persists, call the
number entered does not match
XEROX EBT Retailer Help Desk with the error code.
the cardholder number from the
original voice authorization.

Call Retail Help


Desk

When performing a Voucher Clear Re-Enter the Voucher Clear transaction, verifying that A5
transaction, the FNS number
all entries are correct. If the problem persists, call the
entered does not match the FNS
XEROX EBT Retailer Help Desk with the error code.
number from the original voice
authorization.

Call Retail Help


Desk

The Host system is unable to


Call the XEROX EBT Retailer Help Desk
process this transaction because
the retailers endorsement type is
not set up to accept restaurant
access Food Stamp transactions.

Card Not Found

An incorrect card number was


entered. This transaction did not
complete processing and was
canceled.

Give the customer the receipt with the error code and 56
instruct the customer to call the Customer Service
number located on the back of their EBT card.

Format ErrorRetry

This transaction did not complete


processing and has been
canceled.

Re-enter the transaction. If the problem persists, call


the XEROX EBT Retailer Help Desk.

E5

03

30

--or
Format Err
NNN-Retry
Host
Unreachable

XEROX | 2013

The POS terminal or Server


Call the XEROX EBT Retailer Help Desk with the
terminal was unable to establish a error code.
connection to the host system
through the current network.
1

CB

POS Terminal Error Codes


Insufficient
Funds

The amount of this transaction


exceeds the dollar balance in the
customer's account.

Re-enter the transaction for an amount that is equal


to or less then the dollar amount that is shown on the
customer receipt.

51

Invalid Amount

An incorrect dollar amount was


entered. The transaction did not
complete processing and has
been canceled.

The terminal will not accept dollar amounts


exceeding 999.99 or more then five digits as the
dollar amount. Re-enter the transaction with the
correct dollar amount.

13

Invalid
Authorization

When performing a Voucher Clear Re-Enter the Voucher Clear transaction, verifying that A2
transaction, the Voucher
all entries are correct. If the problem persists, call the
Authorization number entered
XEROX EBT Retailer Help Desk with the error code.
does not match the Voucher
Authorization number from the
original voice authorization

Invalid Card
Number

This transaction did not complete


processing and has been
canceled.

Re-enter the transaction. If the problem persists,


give the customer the receipt with error code and
instruct the customer to call the Customer Service
number located on the back of their EBT card.

14

Invalid Card Type The card used for this transaction


is not a valid EBT card.

Inform the customer that their card will not process a


transaction through the EBT system.

31

Invalid FNS
Status

The system is unable to process


transactions using the current
USDA FNS Food Stamp license
number.

Call the XEROX EBT Retailer Help Desk.

03

Invalid PIN-Retry

The customer entered an invalid


PIN number.

Instruct the customer to re-enter their PIN number.


Inform the customer that they are allowed only four
attempts at entering their PIN. After the fourth
attempt their account will be inaccessible until the
next day.

55

Invalid Terminal
ID/Pwd

The activation process for this


terminal has not been completed.

Call XEROX EBT Retailer Help Desk with the error


code.

E0

Invalid
Transaction

The system is unable to process


this transaction.

Call the XEROX EBT Retailer Help Desk.

06

Invalid
The system is unable to process
Transaction Type this transaction.

Call the XEROX EBT Retailer Help Desk.

12

Invalid User
ID/Pwd

A User (clerk or supervisor) has


attempted to log-on to this
terminal using an invalid user ID
or password.

Confirm that the User ID and password is valid and


E1
has been set up on the terminal by the supervisor. If
the User ID has not been set up, follow the Add
Clerk procedure to add a new User ID and password
on the terminal. Re-attempt to Log On the terminal.

Invalid Voucher
ID

When performing a Voucher Clear Re-Enter the Voucher Clear transaction, verifying that A1
transaction, the Voucher ID
all entries are correct. If the problem persists, call the
number entered does not match
XEROX EBT Retailer Help Desk with the error code.
the Voucher ID number from the
original voice authorization.

XEROX | 2013

POS Terminal Error Codes


Key Sync ErrorRetry

This transaction did not complete


processing and has been
canceled.

Re-enter the transaction. If the same Error Code is


displayed, perform a Log Off and Log On
procedure on the terminal and then re-enter the
transaction. If the problem persists, call the XEROX
EBT Retailer Help Desk.

76

Lost Comm With


Host

A communication error has


occurred with the transfer of
information between the store's
equipment and the Host system
resulting in a canceled
transaction.

Re-enter the transaction. If the problem persists, call


the XEROX EBT Retailer Help Desk.

C1

No Answer From
Dial

The terminal dialed the host


phone number, but there was no
answer from the host when it
dialed.

Call the XEROX EBT Retailer Help Desk with the


error code.

CB

No Dial Tone

The terminal has not detected a


phone line connection or dial tone
from a telephone line which needs
to be connected to the terminal.
.

Check and secure all telephone line connections to


CC
the terminal and wall jack. Also, make sure the
telephone line is not currently in use when attempting
the transaction. If the terminal is shared with a
telephone, hang up the voice call before attempting
the transaction again. You should also check the
telephone line by connecting a working telephone to
the same wall jack and listening for a dial tone. If
there is no dial tone, call your telephone company to
have them check the wall jack and phone line. If
there is a dial tone, re-enter the transaction. If the
problem persists, call the XEROX EBT Retailer Help
Desk.

No ENQ From
Host

A communications error has


occurred with the transfer of
information between the store's
equipment and the Host system
resulting in a canceled
transaction.

Re-enter the transaction. If the problem persists, call


the XEROX EBT Retailer Help Desk.

C2

No Modem
Response

The terminal has detected that the Re-enter the transaction. If the problem persists, call
modem is failing to respond to
the XEROX EBT Retailer Help Desk.
commands from the terminal.

C8

No Network
Available

The LAN cable is not connected


to the POS terminal or a local
LAN is not detected by the POS
terminal.

Check and secure all connections between the POS


terminal, Server terminal, router, and any hubs that
may be connected to the LAN network. Re-enter the
transaction. If the problem persists, call the XEROX
EBT Retailer Help Desk.

C9

No Phone Line
Available

The terminal has not detected a


phone line connection or dial tone
from a telephone line which needs
to be connected to the terminal.
.

Check and secure all telephone line connections to


the terminal and wall jack. You should also check the
telephone line by connecting a working telephone to
the same wall jack and listening for a dial tone. If
there is no dial tone, call your telephone company to
have them check the wall jack and the phone line. If
there is a dial tone, re-enter the transaction. If the
problem persists, call the XEROX EBT Retailer Help
Desk.

C9

- or
Lost Conn With
Host

XEROX | 2013

POS Terminal Error Codes


No Response
From Host

Re-enter the transaction. If the problem persists, call


the XEROX EBT Retailer Help Desk.

C3

Operator Aborted The terminal operator/clerk


canceled the transaction before it
was transmitted.

Re-enter the transaction if desired.

F2

Out Of Memory

The terminal's memory has been


depleted due to the accumulation
of stored Retailer Copies of
transactions.

Follow the "Print and Reset Receipt Copies"


procedure found in this Manual to clear the terminal's
memory.

F7

Packet RX Error

A communication error has


occurred with the transfer of
information between the store's
equipment and the Host system
resulting in a canceled
transaction.

Re-enter the transaction. If the problem persists, call


the XEROX EBT Retailer Help Desk.

C5

A communication error has


occurred with the transfer of
information between the store's
equipment and the Host system
resulting in a canceled
transaction.

Re-enter the transaction. If the problem persists, call


the XEROX EBT Retailer Help Desk.

C4

Phone Line In
Use

The terminal has detected that


there is another communication
device (telephone, fax machine)
currently being used on the same
phone line as the terminal.

Re-enter the transaction after the other


communication devise has completed its call or has
been turned off.

CD

PIN Not Selected

A PIN number has not been


assigned to this customer's EBT
card.

Give the customer the error receipt and instruct the


customer to call the Customer Service number
located on the back of their EBT card to select a PIN
number.

S5

PIN Tries
Exceeded

The customer has entered their


PIN number incorrectly four times
resulting in a canceled
transaction. Their account is now
inaccessible until the next day.

The PIN is re-set a 12:01 AM on the day following the 75


last invalid PIN prompt. Give the customer the error
receipt. If the cardholder does not remember their
PIN, he/she should all the Customer Service number
on the back of their EBT card.

Re-Enter
Transaction

This transaction did not complete


processing and has been
canceled.

Re-enter the transaction.

Return Exceeds
Limit

The dollar amount entered on this


Return transaction exceeds a
return limit established for the
customer's benefit authorization.

Give the customer the receipt with the error code and 61
instruct the customer to call the Customer Service
number located on the back of their EBT card.

System ErrorRetry

This transaction did not complete


processing and has been
canceled due to a Host System
error.

Re-enter the transaction. If the problem persists, call


the XEROX EBT Retailer Help Desk.

- or Packet Recv
Error
Packet TX Error
- or Packet Send
Error

XEROX | 2013

A communication error has


occurred with the transfer of
information between the store's
equipment and the Host system
resulting in a canceled
transaction.

19

96

POS Terminal Error Codes


Terminal Not
Logged On

A clerk or supervisor user ID has


not been logged into this terminal,
or the terminal is out of synch with
the Log On state on the Host
system.

If the terminal screen reads Swipe Card To Begin,


E3
complete the Log Off procedure. Re-attempt the Log
On procedure using a valid clerk or supervisor ID and
password. If the terminal screen reads Terminal
Logged Out, Re-attempt the Log On procedure using
a valid clerk or supervisor ID

Unexpected Host
EOT

A communication error has


occurred with the transfer of
information between the store's
equipment and the Host system
resulting in a canceled
transaction.

Re-enter the transaction. If the problem persists, call


the XEROX EBT Retailer Help Desk.

Voucher Already
Cleared

When performing a Voucher Clear This voucher has already been cleared and
transaction, the system
processed.
determined that the voucher
authorization number entered has
already been cleared and
processed.

A6

Voucher Expired

An attempt was made to complete All manual vouchers must be cleared through the
a Voucher Clear transaction on an POS equipment within 10 days of phone
expired manual voucher.
authorization.

80

XEROX | 2013

C6