13. Useful resources
EOV (Offline transactions): Merchants that are approved for EOV from their
bank’s merchant services team have the ability to store transactions in the
terminal when there is a connectivity issue, such as an Internet outage. When
performing an offline transaction please take extreme care, it is important to
obtain and check the cardholder’s signature as this is verifying the card’s
validity without a PIN. Store each offline receipt in a safe place, if there is any
issue during the uploading of offline transactions the receipt will contain
required card and cardholder information for processing at a later stage.
Detailed reports: Further transactional information and reporting is available
from Worldline. Insights, a free Worldline offering allows self-service online
access to transactional information from your computer, for more information
please contact Worldline directly on 0800 729 627 quoting “Insights”.
Common faults:
Transmission error: This error usually occurs when the terminal has been
unable to communicate with Worldline. In most cases this can be narrowed
down to a network related issue, checking Internet connectivity and cabling is
advised.
Declined (declined): The card’s issuing bank has declined the transaction, the
most common cause is insufficient funds.
Account error: The cardholder has selected the incorrect account for the card.
Incorrect PIN: The cardholder has entered an incorrect PIN for the card.
Invalid transaction: The merchant facility does not support the type of
transaction or card being used. Commonly this occurs if a credit card is used
when this is not accepted by the merchant facility.
Response error: Terminal has been disconnected by Worldline, this is
commonly a billing issue between the merchant and Worldline. Contact
Wordline support on 0800 729 627.
Phone help desk: Please contact tech support on 0800 180 181.
Alert irruption/unauthorised: The terminal’s anti-tampering system has been
activated, this system is in place to prevent fraud. Please contact technical
support on 0800 180181.
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