Supervisor Functions Terminal User Guide
76
7. Troubleshooting
Frequently Asked Questions
Q What do I do if the customer has forgotten their PIN code?
If your acquirer allows it, you can perform a PIN Bypass to
bypass the entry of the PIN code, by pressing the cancel
key followed promptly by the menu key twice. If the card
allows the PIN Bypass you may find that the acquirer
declines the transaction. Transactions taken by PIN Bypass
are subject to chargebacks so you should make other
careful checks on the card and cardholder as laid out by
your acquirer. For more information on the use of PIN
Bypass please contact your acquirer.
Q What does it mean when the terminal displays PIN TRIES
EXCEEDED?
The card has been locked after too many failed PIN entry
attempts. It may be possible to perform a PIN Bypass. The
customer should contact their card issuer to change their
PIN, or if they do know it they can unlock it at any ATM.
Q I would like to refer a transaction before I attempt a
transaction on the terminal as I am suspicious?
You should contact the authorisation centre and ask for a
CODE 10 REFERRAL, this alerts the operator why you are
asking for the referral, without arousing suspicion with the
customer.
Q My terminal displays NOT READY on the idle screen, what do
I do?
Your terminal is not initialised, or has failed an automatic
TMS call. Press menu once, and choose the SETUP menu
option. You should contact the terminal Helpdesk if the
problem persists after a successful TMS Call.
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