Shift4 - Credit Card Errors

Transaction not found - You are unable to void the transaction because a settlement has been performed and the transaction has already been sent to the bank. You must process a RETURN/REFUND transaction instead.

Bad Expiration - Check and correct the expiration date of the card. It must be in MM/YY format.

System Date was not set - The operating system date and/or time is not correct on the credit card processing computer. This is an internal issue with your computer.

Declined - The credit card amount cannot be approved on the guest card. This is an issue between the guest and their bank.

Declined/Unavailable - The credit card amount cannot be approved on the guest card. This is an issue between the guest and their bank.

Unapproved/Call - The card cannot be approved and you must call for approval. Once you receive a voice approval, key the approval into the approval field on the credit card processing window and press Process again.

Failed Batch/Suspended - Contact your credit card solutions provider to resolve the issue. InnQuest Software will not be able to assist.

Invalid Card # - The card number you have entered did not pass the test for Valid Card Number. Check the number and correct the entry. The merchant may not be setup to accept this card type.

Must Settle - Settle the transactions with the bank or wait a few minutes and try again. This error is sometimes received when too many transactions are waiting settlement or the bank's computer is down.

Voice Referral - With the information provided, call and obtain a manual authorization. You must call and get a voice authorization. Process the transaction again if an approval is obtained by voice but first manually key in the voice authorization number into the Authorization field before pressing Process.

Internet Failure / Time Out - A failure has occurred communication with Transaction Gateway and/or the bank. Commonly, wait 15-30 minutes and try the transaction again. Contact your processor to make sure they are not offline. Contact your credit card solutions provider and see if there are any failures logged.

Invalid Merchant ID - The ID in Setup > Configuration > Guest Ledger > Credit Card Processing > Interface Setup has been set incorrectly. Verify your setting with your Merchant Service Provider and/or your credit card solutions provider.

Bad Tran ID - This message means the ID from the previous approval is not being recognized by the current Merchant Service Provider. It most often appears when a processor change has been completed. Click here for information on resolving the error

Credit Card Errors and the Event Log

An entry is made to the roomMaster Event Log (Setup > Configuration > Manage > Display Event Log) if an unknown response code is returned from Shift4's Dollars on the Net or if there is a timeout error when processing a credit card transaction. This information is used to troubleshoot credit card transaction concerns.