TECHINCAL FAQs

1. How do you connect the Power Cord?
2. How do you connect the Telephone Line?
3. How do you install the Paper Roll?
4. How do I Initialize my terminal?
5. How do I put a “9” into the terminal to dial out?
6. Why does my terminal say, “Line busy wait”?
7. I cannot settle the credit cards.
8. How can I add a Dr. or Dr.'s to the terminal?
9. How can I make the screen on my terminal darker?
10. How do I add an insurance carrier?
11. What kind of paper to I use for the terminal and where do I get it?
12. What do I do if the screen shows CARD ERROR?
13. What do I do if the screen shows CARRIER RESPONSE INVALID?
14. What do I do if the screen shows DECLINED GENERAL?
15. What do I do if the screen shows DECLINED – PICK UP?
16. What do I do if the screen shows ERROR CALL HELP – SE?
17. What do I do if the screen shows ERROR CALL HELP – NA?
18. What do I do if the screen shows INSUFFICIENT DATA TO CREATE INQUIRY?
19. What do I do if the screen shows NEW CLAIM ERROR?
20. What do I do if the screen shows PLEASE TRY AGAIN – CE?
21. What do I do if the screen shows PLEASE TRY AGAIN – LC?
22. What do I do if the screen shows PLEASE TRY AGAIN – TO?
23. What do I do if the screen shows REF CODE 05?
24. What do I do if the screen shows REF CODE 07?
25. What do I do if the screen shows REF CODE 12?
26. What do I do if the screen shows REF CODE 14?
27. What do I do if the screen shows UNSUPPORTED CARD?

Q1. How do you connect the Power Cord?

Connect the power (+24 Vdc) cable from the AC adaptor to the three-pin terminal power socket on the terminal (labeled POWER) then plug the adaptor into a 110 Volt grounded power receptacle. Be sure the connector is firmly seated. When the power is connected successfully, the terminal beeps twice and then performs a self test and diagnostic routine. At this time the terminal's display should show the status information called prompts.

NOTE: Connect all peripheral equipment, Check Reader and Pin Pad, BEFORE you plug in the power at the socket.

Q2. How do you connect the Telephone Line?

Insert the end of the telephone cord into the opening marked LINE on the back panel of the terminal.The other end of the telephone cord should be inserted into a dedicated analog modular telephone receptacle (wall jack).

Q3. How do you install the Paper Roll?

The paper roll should be placed into the holder arms so that the paper feeds from under the roll (not over the top), and has a straight-line path into the printer-paper feed mechanism. Feed the paper evenly into the paper feed slot at the rear of the terminal while holding down the PAPER FEED key. After the feed mechanism begins to feed the paper automatically, the paper appears at the top of the terminal. When the paper appears, release the PAPER FEED key. The printer is now ready to print receipts. Always tear off a receipt by starting the tear at one side, with a smooth pulling motion toward the front of the terminal.

Q4. How do I Initialize my terminal?

In order to initialize your terminal you must choose the initialization key on the terminal (Letter C on the terminal) then choose Enter.

Q5. How do I put a “9” into the terminal to dial out?

Press Function 2 and Enter. This will get you to the set up screen. Enter the password (0000) and press Enter. Continue to press Enter until you get to the PABX access code. Enter the number 9.

Q6. Why does my terminal say, “Line busy wait”?

Line busy wait means there may be trouble with line, either the terminal is not hooked up right or the terminal is not detecting a dial tone. Detach the phone line from the wall and reattach it. Detach the phone line from the terminal then reattach it. Try the transaction again.

Q7. I cannot settle the credit cards.

Call tech support.

Q8. How can I add a Dr. or Dr.'s to the terminal?

Additional Doctor names can only be added from the Tech department at MedCom USA. We are available to make any changes or additions as requested. These need to be completed in the Termmaster and downloaded to your system.

Q9. How can I make the screen on my terminal darker?

Hold the shift key then press the top right gray soft key on the top of the terminal. This will allow you to darken your screen. Holding the shift key then pressing the bottom soft gray key will allow you to lighten your screen.

Q10. How do I add an insurance carrier?

Additional Insurance carriers can only be added from the Tech department at MedCom USA. We are available to make any changes or additions as requested. These need to be completed in the Termmaster and downloaded to your system.

Q11. What kind of paper to I use for the terminal and where do I get it?

The terminal uses thermal paper. It can be ordered through the GCF. There is an order form in your welcome kit or you can obtain an order form online.

Q12. What do I do if the screen shows CARD ERROR?

The machine was unable to read the card; swipe the card again. If it still cannot be read, type the card number in manually.

Q13. What do I do if the screen shows CARRIER RESPONSE INVALID?

This is a MedCom USA error response. There may be a problem with the system. Call Customer service.

Q14. What do I do if the screen shows DECLINED GENERAL?

DO NOT ACCEPT the card. The authorization is declined. Request another form of payment from the cardholder.

Q15. What do I do if the screen shows DECLINED – PICK UP?

The card issuing bank is requesting that the merchant KEEP THE CARD and mail it to the bank address on the back of the card or call the number on the card to get an address. Request another form of payment from the cardholder. If the cardholder refuses to surrender the card do not argue with the cardholder just ask for another form of payment.

Q16. What do I do if the screen shows ERROR CALL HELP – SE?

This indicates a problem with the Termmaster profile. The Merchant needs to call Technical Support.

Q17. What do I do if the screen shows ERROR CALL HELP – NA?

This indicates there can be a problem with the system when trying to Initialize. The Merchant needs to call Technical Support.

Q18. What do I do if the screen shows INSUFFICIENT DATA TO CREATE INQUIRY?

This indicates the request is looking for more data to complete a valid transaction. Restart the transaction and carefully input all requested information.

Q19. What do I do if the screen shows NEW CLAIM ERROR?

This indicates “Processed Claims” must be removed from terminal. If all Claims have been submitted and adjudicated, you should choose the CLAIMS prompt. Then choose the DELETE CLAIM prompt. Then choose the REMOVE ALL PROCESSED CLAIMS prompt. This should correct error message.

Q20. What do I do if the screen shows PLEASE TRY AGAIN – CE?

A “Communication Error” has occurred. This can be caused by the phone line being plugged into a digital line or not having the correct dial set up. The Merchant should call Technical Support.

Q21. What do I do if the screen shows PLEASE TRY AGAIN – LC?

LC stands for LOST CONNECTION. While dialing out to process a transaction something caused the terminal to disconnect. You should start the transaction again.

Q22. What do I do if the screen shows PLEASE TRY AGAIN – TO?

The Terminal has TIMED OUT. Heavy volume on the Eligibility / Credit Card processor's database can cause a terminal to “TO”. The must submit the charge again until the transaction has been transmitted.

Q23. What do I do if the screen shows REF CODE 05?

You need to call the credit card number for voice approval.

Q24. What do I do if the screen shows REF CODE 07?

The Lines to the Bank are busy. Try transaction again.

Q25. What do I do if the screen shows REF CODE 12?

Check Merchant ID # to make sure it is correct. If it is not correct, call customer service.

Q26. What do I do if the screen shows REF CODE 14?

Check your Merchant ID #. Your Merchant # might be on hold. Call customer service.

Q27. What do I do if the screen shows UNSUPPORTED CARD?