General Errors on myPOS Device
Errors & Messages
Error: XX ‘Unable to reach authorization host’
Reason for error and further instructions:
- Ensure your router does not have any network traffic restrictions or filters.
- Confirm the network signal strength is adequate, as indicated by the Wi-Fi signal icon on your device screen.
To connect via a Wi-Fi router, follow the procedure described in the “How to connect your device with Wi-Fi” section from the Quick User Guide included in your package.
Error message “No card found in Slot 1.” on myPOS Combo device, but the card is already inserted
Reason for error and further instructions:
- Verify the SIM card is inserted in the correct slot. Your myPOS device has 2 SIM slots; ensure you are using SIM slot 1 (the back one). The first accessible SIM slot (SIM slot 2) should remain empty.
Error message “The network registration was unsuccessful”
Reason for error and further instructions:
- This indicates the myPOS device could not find the default settings of your mobile network. Click on the green button (O) Settings to enter them manually. You will need the APN (Access Point Name), user name, and password from your mobile provider.
Error message “Device activation not successful” when activation code is entered
Reason for error and further instructions:
- Ensure the activation code is entered correctly and try again. Note that the activation code is valid for 24 hours. If it has expired, generate a new one.
- If issues persist, email our Contact Centre from your registered email. You will be contacted within several business days.
The myPOS device was successfully activated, but the update procedure failed
Reason for error and further instructions:
- Check your Internet connection and try again. Alternatively, change your connection type and retry the update. The update procedure is mandatory after successful activation, and your device will prompt you to complete it.
A successfully processed transaction with a status “Not cleared” in my “Accounts” or “Devices” menu
Reason for error and further instructions:
- This status appears because the confirmation message from the terminal has not been received yet. This may be due to an interruption in the process or connection. The next time you perform a transaction, your myPOS device will complete the previous transaction first before processing the new one.
Additional Error Messages
Error: 51 'Not sufficient funds'
Reason for error and further instructions:
- The card funds are insufficient to cover the payment. Advise the customer to contact their bank or use a different card.
Error: 54 'Expired card'
Reason for error and further instructions:
- Check the expiry date embossed on the card. If the date is in the future, retry the transaction. If the date is in the past, advise the customer to contact their card issuer for renewal.
Error: 55 'Incorrect PIN'
Reason for error and further instructions:
- Confirm with the customer if the PIN entered is correct. If correct, there might be system issues with the card issuer. Retry the transaction.
Error: 58 'Transaction not permitted on terminal'
Reason for error and further instructions:
- The POS terminal has been blocked for the transaction you are attempting. Log in to the myPOS account and check your device settings for restrictions on refunds, void transactions, or top-ups.