Q: Why can't cardholders tap their card?
A: This can be due to a few reasons: You might have an older terminal model (i.e. ICT 220), you might not have contactless enabled on your account, the amount the cardholder is trying to tap exceeds the allowable limit.
Q: What is the limit for contactless / tap transactions?
A: Before 2020 the contactless limit was $100. In 2020 to encourage contactless payments Visa, MasterCard, American Express, Discover and JCB increased the contactless limit from $100 to $250 per transaction. Pin debit transactions remain at $100.
Q: How do I change the phone # / name / address on my terminal receipt or cardholder statement?
A: The Doing business as name, phone # and address that was provided when opening up your merchant account is what is displayed on receipts and cardholder statements. If any of this informaiton has changed, it will first need to be updated on your Elavon account in order be reflected on the receipts and/or cardholder statements.
Q: Why is a pin debit (Interac) transaction declining or not going through?
A: This can occur If your have exceeded your pin debit refund limit, you can either wait until your roll over date when this resets to try again, or put in a request to increase the debit refund limit on your account.
Q: I am getting an error code on my terminal - EMV keyload required. Is there something I need to do to clear this message?
A: You will need to perform an EMV keyload by pressing #,8.1,1.
Q: Is store-and-forward available on my terminal?
A: store and forward for deffered authorizations (in the event of terminal disconnect) is not available in Canada at this time. In the US it is available on the Tetra terminal and only for mag stripe transactions. A file rebuild would be required.
Q: How long will the battery last on a Move 5000 terminal?
A: The battery will stay powered up to a week while idle or up to 300 transactions until it needs to be charged.
Q: Move 5000 WiFi terminal receiving error - Connection error Bluetooth base not available
A: Check to make sure communication type is still set to WiFi, none, none (400). If the error is not clearing to allow you to access the admin menu, reboot unit by pressing and holding yellow key and # until it resets, then proceed to correct the communication type.
Q: How do I change the settlement report to print summary instead of detail?
A: Go to Admin menu (#), 3 - Setup Menu, 5 - Trans Options, 4 - Settlement, 1-SettleRpt and choose the type 1 - Off, 2- Summary or 3 - Detail
Q: How do I reprint the last batch report?
A: Go to Admin menu (#), 2 - Batch Menu, 2 - View History, Select 1 - to enter batch # if known, 2 - to view all and search through history, or 3 - for last batch. Select to view details or summary.
Q: Transaction says not complete or incorrect pin before even asking cardholder to enter pin.
A: Perform an EMV Keyload. Go to Admin Menu (#), 8 - Host Management, 1 - EMV Public Key Load, 1 - EMV Public Key Load. The terminal will download and finish by saying succeeded. Prese enter (Green) then hit cancel (red) until you are back at main screen.
If the error is NOT COMPLETED - TZ, it is possible your debit refund limit has been capped and reached and you will not be able to issue the refund to the Interac card.
If error is not completed - 88, please reach out to us to have the processor perform a strat q reboot, followed by you performing an EMV Keyload. This may also mean that the debit network is down and you will need to hold off on accepting debit until the issue gets resolved.
Q: What is an out of balance batch and what to do about it?
A: Out of balance means the terminal and host batch levels do not match. This may occur if the machine loses signal during a transaction. An auth request is sent to server then drops out before it goes back to the terminal, an approval is issued but essentially the terminal does not know the approval exists. Please reach out to our support team to have the batch settled on the back end and deleted off terminal level in order to settle going forward. If this is a persistent issue, check the internet connection and/or reboot router.
Q: Can a Canadian merchant use their mobile terminal with sim card across the border in US.
A: A Canadian terminal can physically work in the US, as long as it is connected and has coverage in the area. We have succesfully tested a Canadian terminal with Bell sim in New York.
Q: When trying to do a terminal file download, we get an error, download not complete, bad parameter data. ParErr near DefaultAdminPW, parameter data update failed.
A: If you have a custom password that was added, we have seen this occur when there is a space copied and pasted into the file in the password field. Have the processor double check the file for extra spaces.
Q: What is the character length for the Doing Business As Name.
A: For DBA name on our end it cuts off after 32 characters (inclusive of spaces), on terminal receipts each header has a 24 characters limit (inclusive of spaces).