Support Centre

RoomKeyPMS Payments Powered By Fullsteam Error Codes

Updated

The following error codes may be encountered when using RoomKeyPMS Payments Powered By Fullsteam to process credit card payments or authorizations within RoomKeyPMS.

Legend

  • "card holder" is the guest or business name that appears on the credit card
  • "card issuer" is the bank or institution that issued the credit card
  • "the merchant" is the hotel
  • "please contact Support" is a direction to contact RoomKeyPMS Support via email: [email protected] or phone: 1-800-234-5695

Click below for more information about PinPad Error Messages:

2999-Pinpad Error

The 2999-Pinpad Error is a general error that appears when the connection between the EMV Device (Chip Reader) was interrupted or lost.

In normal/most cases, this error appears when the terminal loses connection during/before a transaction.

This error may reflect when a transaction has been cancelled which occurs when a customer hits "cancel" on the EMV reader or related to timeouts which are delays in connectivity.

Items to check:

  • NETWORK SPEED - Run a network speed test multiple times over a span of 30 minutes to an hour to ensure that the network speed meets/exceeds the required upload/download of 5Mbps minimum.   Keep in mind that if there are multiple devices on the network these also have to be considered in the Mpbs usage needed for all devices.
    • If the speeds are not enough to support all devices, it is suggest to reach out to the Internet Service Provider to ensure that the network package is enough to handle the requirement
  • CHECK TRANSACTIONS - Check the clients transaction history to see if there are other 2999 error codes as this may help to identify the reasons for this error.  (For example:  You may see multiple timeout, cancelled errors which could be related.
  • TEST CONNECTIVITY - Test the connectivity
    • The best way to test the network connection on the terminal will be to enter the 0-0-0-1 or 2-6-3-4 codes on the TriPOS screen.
      • If the terminal DOES NOT respond, this would mean the terminal is connected to the network.
      • If the terminal OPENS A MENU this would mean that the terminal is not connected to the network.
  • TEST CONNECTIVITY FROM "THIS LANE CLOSED" 
    • Press F key 4 times.
    • Communication settings should display to what is reflected below.
    • If the picture below reflects "server" instead of "client" jump to steps below to update.

Step 1: F3 “change settings”

Step 2: Select “DHCP” - select green button

Step 3: Connection – select “client” - select green button

Step 4:  Enter Host Port - "skip"

Step 5:  Select SSL Mode - "On"

Step 6:  Communications Settings - "save"

Upon the reboot enter the 2-6-3-4 code to get into the Admin menu and enter 0-3-2-5 to get into the network >> Advanced options >> My Networks and deleted all saved network profiles. 

Reconnect the terminal to the business network and reboot. 

The terminal should reboot to TriPOS as expected.  Process test transaction.

Alert Irruption

When a device receives this message, the terminal can no longer be used to accept transactions. 

The reason for this error message is that Inside the card machine there is an anti-tamper proof device. 

If the card terminal feels it is being tampered with or if the terminal suffers a hard impact, the anti-tamper proof device will trigger and shut the terminal down.

When this occurs a replacement device will need to be ordered.   Please contact your software company if a replacement device is needed.

Form Agent - Synchronizing with XPI APP.  Please wait.

If the PinPad device gets stuck on this screen "synchronizing with xpi app" for more than a few minutes follow these steps.

Step 1:  Unplug the device

Step 2:  Power the device back on

Once the above steps have been completed the device should reboot to the TriPos screen and provide the ability to process transactions.

Form Agent - TCPIP (Form Agent - Critical Error - Failed to Get Network Parameters)

This error means No Internet connection.

Potential Issues:

- Ethernet Cable plugged into wrong spot on the Verifone device itself.

- Not firmly plugged in

- improperly placed into the router/internet connection

- damaged ethernet cable

Be sure to use the Ethernet port that is closest to the power jack on your Verifone terminal device.

Once you fix the cable and get it correctly placed, fully reboot the device by removing the power and connecting the power back up.

Form Agent - TCPIP - SSL

The device has obtained an IP address from your local network but it can't communicate with the TriPOS Cloud Service. Most likely this issue is the communication blocked on Router Firewall or other Network Firewall over Port 9001 to allow TCP/IP traffic. Other checks, please check that your internet is working and reset the device by unplugging the power cord and plugging it back in. If possible try a different Ethernet port on your switch or router. It is possible that the device may need to be replaced, but please do research first.

(***If you are seeing large amounts of these devices with this issue*** - Contact Vendor, as the devices may be configured without the passphrase.)

Maintenance Required

The error message "Maintenance Required" is similar to an "Alert Irruption".

When a device receives this message, the terminal can no longer be used to accept transactions.  Inside the card machine there is an anti-tamper proof device.  If the card terminal feels it is being tampered with or if the terminal suffers a hard impact, the anti-tamper proof device will trigger and shut the terminal down.

When this occurs we need to replace the device.

This Lane Closed

This error means that the terminal is not connecting to the network or receiving the 5 MBPS.

Steps to take when this occurs:

Step 1 -

  • Speed test – Go to google and enter “speed test”. When this populates select “run speed test”
    • The upload and download speeds should reflect higher than 5 megabytes per second minimum.

Step 2 –

  • Check network connection –
    • Once you see the "retail base" at the top of the screen, Enter 2634+Enter (Green Key)
    • Press the F button and then select in order 
      • Select 0 for Telium Manager
      • Select 3 for Initialization
      • Select 2 for Hardware
      • Select 5 for Wi-fi
      • Select 3 for Advanced Options
      • Select 2 for My Network
      • Check to see that your network is displayed
      • If there are multiple networks reflected – remove all and we will add the required network back
    • Hit yellow key to get back to the wifi settings to go to step 3

Step 3 –

  • Add the network back in
    • Select 2 – scan network
    • F2/F3 to scroll to the network that you wish to select
    • Hit the green button
    • Select “home security”
    • Enter your password – Important: This is case sensitive and you want to make sure that all numbers/letters/characters are entered slowly and accurately.
    • Enter “20” and hit green key to enter priority
    • The device should display “new profile ok” this will mean that the wifi has been added successfully.
    • Press the # + yellow key to reboot the terminal
      • If the device is plugged in it will reboot
      • If the device is unplugged it will shut down and will need to be powered back on with the button located at the top, on the right side of the terminal.

Step 4 - 

  • Check to make sure that the password is being entered correctly as the password is case sensitive and if not entered correctly will not connect to the network.

Let the terminal boot all the way through. 

We should see “TriPos”

If “This Lane Closed” appears again the following two items may be impacting the terminal.

  • Unable to connect to network due to network connectivity speeds
  • Unable to connect due to incorrect password

IMPORTANT:  If unable to see the network during the network search this means that the network is not strong enough for connectivity and the client will need to contact their network provider or IT

If terminal still goes to the "This Lane Closed" after doing the above.  Connection – May reflect server and needs to reflect “client”

  • Press F key 4 times in a row.
    • This will then go to the communications setting screen.
  • To fix -
    • Step 1: F3 “change settings”
    • Step 2: Select “DHCP” - select green button
    • Step 3: Connection – select “client” - select green button
    • Step 4:  Enter Host Port - "skip"
    • Step 5:  Select SSL Mode - "On"
    • Step 6:  Communications Settings - "save"
  • The terminal will now reboot.

More Error Codes

Response Codes that can be received when IsSuccessful = false
Error Code Meaning

999 Unknown

an unknown error has occurred
1 System Error

an error within the FullsteamPay system has occurred that prevented the successful processing of the request.  Try again and if the error continues please contact Support

150 Reversal Options Not Available

the reversal option requested cannot be performed on the transaction provided

300 Configuration Error

there is a configuration error within the FullsteamPay system. Please contact Support.

1007 ProcessorDCCRequested

Fullsteam received a DCC Requested response from the processor.   The transaction is being attempted in a different currency than the card holder card supports by default.

1020 ProcessorDecline

Fullsteam received a Decline response from the processor.  This means the card issuer has declined to process the transaction without a specific reason provided.  Card holder may call the card issuer for more information.

1021 Expired Card

Fullsteam received an Expired Card response from the processor.  This means the card issuer has declined the transaction because the card is expired, or the expiration date provided is invalid.

1024 Processor Pickup Card

Fullsteam received a Pickup Card response from the processor.  This means the card issuer has decided to decline the transaction and has requested that the merchant pick up the card from the card holder.

1025 Processor Referral Call Issuer

Fullsteam received a Call Issuer response from the processor.  This means the card issuer has requested that the card holder call the card issuer to discuss the transaction and to verbally authorize the approval of the transaction.

1030 Processor Balance Not Available

Fullsteam received a Balance Not Available response the processor.  This means the card issuer has declined the transaction because the balance is not available on the card account to support the transaction.

1090 Processor Undefined Decline or Error

Fullsteam received an Undefined Decline or Error response from the processor.  This means the card issuer has declined the transaction for an undefined reason or some error occurred during the card issuers processing of the transaction. Try again and if the error continues please contact Support.

1102 Processor Invalid Account

Fullsteam received an Invalid Account response from the processor.  This means something is incorrect about the merchant configuration at Fullsteam or at the processor.  Please contact Support.

1105 Processor transaction not allowed response Fullsteam received a transaction not allowed response from the processor. This means that the CVV/CID is incorrect. Try again and if the error continues please contact Support.
2001 Processor Communication Error

Fullsteam received a Communication Error from the processor.  This means the processor experienced an error trying to communicate with the card issuer and the transaction request cannot be processed.  It is possible that the card holder will see an open authorization if they view their card statement online after this error. However, the transaction has been voided and will not settle.

2002 Processor Host Error

Fullsteam received a Host Error from the processor.  This means the card issuer experienced an error trying to process the transaction request.  It is possible that the card holder will see an open authorization if they view their card statement online after this error. However, the transaction has been voided and will not settle.

2009 Processor Error

Fullsteam received an Error response from the Processor.  This means the processor or the card issuer experienced an error attempting to process the request and the transaction request was not processed. Try again and if the error continues please contact Support

Issuer Response Codes
Error Code Meaning 
00 Transaction Approved
01 Refer to Card Issuer
02 Refer to Card Issuer, Special Conditions
03 Invalid Merchant ID
04 Pickup Card
05 Generic Authorization Decline
06 Error at Issuer
07 Pick up card, Special Conditions
08 Honor with Identification
09 Approved  Special Conditions
10 Approved for Partial Amount
11 VIP Approval
12 Invalid Transaction
13 Invalid Amount
14 Invalid Account Number
15 No Such Issuer
17 Customer Cancellation
19 Retry Transaction
20 Approved with Overdraft
21 Reversal Unsuccessful
25 Unable to locate record on file
27 File update field edit error
30 Message format error
32 Partial Reversal
33 Pick up card - expired
38 Allowed number of PIN Tries Exceeded
39 No Credit Account
40 Requested Function Not Supported
41 Pick up card - lost
43 Pick up card - stolen
47 Remote function unknown
51 Insufficient Funds
52 No Checking Account
53 No Savings Account
54 Expired Card
55 Incorrect PIN
56 Cannot Process
57 Transaction not permitted to card holder
58 Transaction not permitted to terminal
59 Multiple accounts exist for a given to/from account type specified in the processing code
60 Customer card activation successful
61 Exceeds Withdrawal Limit
62 Restricted Card
63 Security Violation/Invalid Amex CID
65 Exceeds Withdrawal Frequency
67 Pick up card
68 Response Received Late
69 Bad close (gift card)
70 Invalid Transaction, Contact Issuer Card Already Active (Gift Card)
71 Card Not Active (Gift Card)
72 Card Already Closed (Gift Card)
73 Over Max Balance (Gift Card)
74 Invalid Activate (Gift Card)
75 Allowable Number of PIN Tries Exceeded
76 Late Reversal
77 Reversal does not match original transaction
78 No To Account Specified
79 No From Account Specified
80 Processor Link out of Service
81 PIN Key Sync Error
82 Invalid CVV
83 Unable to verify PIN
85 No reason to decline on verify request
87 Purchase Amount approved, not cash
88 Card record not available
89 Invalid Authorization Code
91 Issuer or Switch Inoperative
92 Unable to route transaction
93 Illegal Transaction
94 Duplicate Transaction
95 Reconciliation Error
96 System Error
97 American Express Rewards Approval
98 Duplicate Transaction
99 Preferred Debit Routing Denial
D1 Currency Conversion Complete, No Auth Performed (1st pass)
N7 CVV2 Mismatch
RG P2PE Successful Registration Event
M1 Multi-Currency DCC Fail
M2 Multi-Currency Invert Fail
N0 Issuer or Switch Inoperative (Visa)
R0 Stop Payment Order
R1 Revocation of Auth Order
R3 Revocation of All Auth Orders
T1 Invalid 3-d Secure Password
T2 Invalid SSN
T3 Invalid Mother’s Maiden Name
T4 Enrollment Inquiry Declined
T5 SSN Not Available
T6 Mother’s Maiden Name not Available
T7 PIN Already Exists in Database
V1 PIN Already Exists in Database
V2 Velocity  Excessive Amount
V3 Velocity  Excessive Count/Amount
V4 Velocity  Negative File Exception
V5 Velocity  Negative File Exception
V6 Velocity  Zip Match Failure
XE Card Escheatment (Gift Card)
XD Merchant Depleted (Gift Card)
XB Deconverted BIN (Gift Card)
Q1 Chip Failure
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