Ingenico Payment Terminal Error Codes

Transaction Declined Errors

Errors related to declined transactions and payment authorization failures.

Code	Meaning	Possible Causes	Solutions
05	Do Not Honor - Transaction declined by card issuer	•Insufficient funds •Card expired •Card blocked or restricted •Invalid card number •Card issuer declined transaction •Account restrictions •Card limit exceeded	Request customer to contact their bank or card issuer Ask customer to try a different payment method Verify card details are entered correctly Check if card is expired or has been cancelled Suggest customer contact their bank to resolve account issues Try transaction again after a few minutes Verify card is activated and not blocked
51	Insufficient Funds - Account has insufficient funds	•Account balance too low •Credit limit exceeded •Account overdraft limit reached •Pending transactions reducing available balance •Daily spending limit reached	Inform customer that transaction was declined due to insufficient funds Request customer to use a different payment method Ask customer to verify account balance with their bank Suggest customer contact their bank to resolve account issues Try transaction with a different card or payment method
54	Expired Card - Card has expired	•Card expiration date has passed •Card replaced but old card still being used •Incorrect expiration date entered •Card not yet activated	Verify card expiration date is correct Request customer to use a different card Check if customer has a new card with updated expiration date Ask customer to contact their bank for a replacement card
57	Transaction Not Permitted - Card issuer does not permit this transaction	•Card restrictions •Merchant category restrictions •Geographic restrictions •Transaction type not allowed •Card issuer policy •International transaction blocked	Request customer to contact their card issuer Try a different payment method Verify transaction type is permitted for this card Check if card has restrictions that prevent this transaction
61	Exceeds Withdrawal Limit - Transaction amount exceeds withdrawal limit	•Daily withdrawal limit exceeded •Transaction amount too high •Card issuer limit restrictions •Account withdrawal limits	Request customer to use a different payment method Try splitting transaction into smaller amounts if possible Ask customer to contact their bank to increase limits Verify transaction amount is within card limits

PIN and Authentication Errors

Issues with PIN entry, authentication, and card verification.

Code	Meaning	Possible Causes	Solutions
55	Incorrect PIN - Wrong PIN entered	•Customer entered wrong PIN •PIN pad malfunction •PIN blocked after multiple failed attempts •PIN not set for card •PIN pad calibration issue	Request customer to re-enter PIN carefully Verify PIN pad is functioning correctly Check if card requires PIN for this transaction type If PIN is blocked, customer must contact their bank Try transaction again with correct PIN For contactless transactions, verify if PIN is required Clean PIN pad if keys are sticky or unresponsive
58	Transaction Not Permitted on Terminal - Terminal does not support this transaction type	•Terminal configuration issue •Transaction type not enabled •Merchant account restrictions •Terminal software limitation	Verify terminal configuration is correct Contact Ingenico support or merchant services provider Check if transaction type is enabled for your merchant account Review terminal setup documentation
62	Restricted Card - Card is restricted	•Card restrictions by issuer •Card blocked for certain transactions •Geographic restrictions •Merchant category restrictions	Request customer to contact their card issuer Try a different payment method Verify card is not restricted for this merchant type Check if card has geographic or transaction restrictions
63	Security Violation - Security check failed	•Card security features triggered •Suspicious transaction pattern •Card verification failed •Security protocol violation •CVV/CVC mismatch	Request customer to contact their bank Try transaction with different payment method Verify card is legitimate and not reported stolen Check CVV/CVC code is entered correctly Contact Ingenico security team if fraud is suspected

Connection and Communication Errors

Issues with terminal connectivity, network, and communication.

Code	Meaning	Possible Causes	Solutions
91	Issuer or Switch Inoperative - Payment processor unavailable	•Payment gateway maintenance •Server outage •Service temporarily unavailable •System overload •Network routing issue	Wait a few minutes and try transaction again Check payment processor service status Contact Ingenico technical support Verify if scheduled maintenance is in progress Try transaction again after service is restored
92	Financial Institution Not Found - Bank or issuer not found	•Invalid card issuer •Bank routing issue •Card issuer database problem •Network routing error	Verify card details are correct Try transaction again after a few moments Request customer to contact their bank Contact Ingenico support if issue persists
96	System Malfunction - System error occurred	•Payment processor system error •Database error •System overload •Temporary system issue	Wait a few minutes and try transaction again Contact Ingenico technical support Check payment processor status Try transaction again after system is restored
E1	Communication Error - Terminal cannot connect to payment processor	•Network connectivity issue •Internet connection problem •Payment gateway unavailable •Terminal network configuration error •Firewall blocking connection •Ethernet cable disconnected	Check terminal network connection and cables Verify internet connectivity is working Restart terminal and try transaction again Check network settings and configuration Verify payment gateway is operational Contact network administrator if in corporate environment Try transaction again after network connection is restored
E2	Timeout Error - Transaction timed out	•Slow network connection •Payment processor response delay •Network congestion •Connection timeout •Server response delay	Check network connection speed and stability Retry transaction after a few moments Verify internet connection is stable Check if payment gateway is experiencing delays Contact Ingenico support if timeout persists Try transaction again with better network conditions

Terminal and Hardware Errors

Issues with terminal hardware, configuration, and system errors.

Code	Meaning	Possible Causes	Solutions
E3	Card Reader Error - Card reader malfunction	•Card reader hardware failure •Card reader dirty or damaged •Card insertion issue •Chip reader problem •Magnetic stripe reader failure •Card jammed in reader	Clean card reader with appropriate cleaning card Check card reader for visible damage or debris Try inserting card again carefully Verify card chip is not damaged Contact Ingenico support if card reader needs replacement Try transaction with different card to isolate issue Remove any jammed cards carefully
E4	Printer Error - Receipt printer malfunction	•Printer out of paper •Printer jam •Printer hardware failure •Printer connection issue •Thermal printer head failure	Check printer paper supply and reload if needed Clear any paper jams in printer Verify printer is properly connected Restart printer and try again Check printer for error indicators Contact support if printer needs service Verify thermal printer head is clean
E5	Configuration Error - Terminal configuration issue	•Incorrect terminal settings •Merchant account configuration error •Terminal not properly set up •Configuration mismatch •Firmware version incompatible	Verify terminal configuration is correct Contact Ingenico support to verify merchant account settings Check terminal setup documentation Ensure terminal is properly activated and configured Contact merchant services provider for configuration assistance Update terminal firmware if needed
E6	Terminal Error - Terminal hardware or software error	•Terminal malfunction •Software error •Hardware failure •Configuration issue •Firmware problem •Memory error	Restart terminal and try transaction again Check terminal for error messages or indicators Verify terminal is properly configured Contact Ingenico technical support for assistance Check terminal firmware is up to date If error persists, terminal may need service or replacement Perform terminal diagnostics if available
E7	Battery Low - Terminal battery is low	•Battery needs charging •Battery failure •Power supply issue •Battery not properly connected	Connect terminal to power supply Charge terminal battery Check power cable connection Replace battery if necessary Verify power adapter is working

Security and Fraud Prevention Errors

Errors related to security checks, fraud prevention, and card verification.

Code	Meaning	Possible Causes	Solutions
04	Pick Up Card - Card should be retained	•Card reported lost or stolen •Card issuer requested card retention •Fraud prevention measure •Account security issue •Card flagged for fraud	Retain the card if possible (follow local regulations) Inform customer that card is blocked Do not return card to customer Contact card issuer or Ingenico security Document incident for security records Follow security protocols for card retention
43	Pick Up Card - Card should be retained (fraud)	•Card reported stolen •Fraudulent activity detected •Card issuer security alert •Suspicious transaction pattern	Retain the card immediately Do not return card to customer Contact Ingenico security team Document incident thoroughly Follow fraud prevention protocols Notify card issuer if required
65	Activity Limit Exceeded - Transaction limit exceeded	•Daily transaction limit reached •Card activity limit exceeded •Transaction frequency limit •Card issuer activity restrictions	Request customer to contact their bank Try transaction again later Use alternative payment method Verify transaction limits with card issuer
75	PIN Tries Exceeded - Maximum PIN attempts exceeded	•Too many incorrect PIN attempts •PIN blocked for security •Card security lock activated	Card PIN is now blocked Customer must contact their bank to reset PIN Do not attempt more PIN entries Use alternative payment method Card may need to be replaced

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Important Information

If you encounter persistent errors or are unable to resolve an issue using the solutions provided, contact Ingenico customer support or your merchant services provider for professional assistance. Some errors may require technical support, terminal configuration changes, or merchant account adjustments that must be handled by authorized service providers. Never attempt to modify terminal hardware or software without proper authorization. Different Ingenico terminal models (iWL, iSC, iPP, Move series) may have model-specific error codes.

For technical support, contact Ingenico customer service or your merchant services provider for expert assistance.

Support Information: Ingenico provides customer support through authorized service providers and merchant services companies. Contact information is typically available through your merchant portal or payment processor. In Canada, contact your payment processor (such as Moneris, Global Payments, or other providers) for Ingenico terminal support.

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Troubleshooting Guidelines

Common Resolution Steps

✓Always verify network connection before processing transactions
✓Keep terminal firmware and software up to date
✓Regularly clean card reader to prevent read errors
✓Monitor terminal for error messages and address promptly
✓Maintain adequate receipt paper supply
✓Document recurring errors for support reference
✓Check EMV chip reader for debris or damage

Prevention Strategies

✓Ensure stable internet connection for payment processing
✓Regular terminal maintenance and cleaning
✓Keep terminal in secure, protected location
✓Train staff on proper terminal operation
✓Monitor transaction reports for error patterns
✓Maintain backup payment processing method
✓Update terminal software regularly for security patches

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Frequently Asked Questions

What should I do if a transaction is declined with error code 05?

Error code 05 indicates the transaction was declined by the card issuer. Inform the customer that their bank declined the transaction and request they contact their bank or use a different payment method. Verify card details are entered correctly and try the transaction again if appropriate.

How do I resolve a PIN error (code 55)?

Error code 55 means an incorrect PIN was entered. Request the customer to re-enter their PIN carefully. Verify the PIN pad is functioning correctly. If the PIN is blocked after multiple failed attempts, the customer must contact their bank to reset it. Clean the PIN pad if keys are sticky.

What causes communication errors (code E1)?

Communication errors typically occur due to network connectivity issues. Check the terminal's network connection, verify internet connectivity, check Ethernet cables, restart the terminal, and try the transaction again. If the problem persists, contact Ingenico support or your merchant services provider.

How do I fix a card reader error (code E3)?

Card reader errors can be caused by dirty or damaged card readers, or damaged card chips. Clean the card reader with an appropriate cleaning card, check for visible damage or debris, and try inserting the card again. If the issue persists, contact Ingenico support for card reader replacement.

What should I do if I see a security violation error (code 63)?

Security violation errors indicate a security check failed. Request the customer to contact their bank, try a different payment method, and verify the card is legitimate. Check CVV/CVC code is entered correctly. If fraud is suspected, contact Ingenico security team and follow security protocols.

How often should I clean my Ingenico payment terminal?

Regular cleaning helps prevent card reader errors. Clean the card reader weekly or more frequently in high-traffic environments. Use appropriate cleaning cards and follow manufacturer guidelines. Keep the terminal display, keypad, and EMV chip reader clean. Avoid using harsh chemicals.

What does error code 04 (Pick Up Card) mean?

Error code 04 indicates the card should be retained. This typically means the card is reported lost, stolen, or flagged for fraud. Retain the card if possible (following local regulations), do not return it to the customer, and contact the card issuer or Ingenico security immediately.

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Summary

Proper interpretation of Ingenico error codes is essential for efficient payment processing operations. This comprehensive reference enables quick problem identification and guides appropriate response actions. Ingenico terminals display error codes on the terminal screen and in transaction receipts to indicate specific transaction and system issues. Understanding these codes helps maintain smooth payment processing and minimizes transaction delays. Ingenico terminals are widely used across Canada and support various payment methods including EMV chip, contactless, and mobile payments.

ℹ️For persistent errors or issues that cannot be resolved using this guide, contact Ingenico customer support or your merchant services provider for professional assistance. Some errors may require technical support, terminal configuration changes, or merchant account adjustments. Always document error codes and transaction details when contacting support for faster resolution. Note that error code formats may vary by terminal model (iWL, iSC, iPP, Move series) and software version—always consult your specific terminal's documentation for precise interpretations. In Canada, contact your payment processor (Moneris, Global Payments, etc.) for Ingenico terminal support.