Merchant Services Support

If you are experiencing issues with your terminal, please contact the support numbers listed below for your terminal model. 

F.A.Q.

### PAX###

Why is my terminal turning off and rebooting itself during business hours?

– This is a manufacturer requirement to ensure your terminal runs as expected. To change the time that the terminal reboots please go to the following.
o Notice: We do maintenance on terminals from 2:00AM to 4:00AM
o Terminal Home screen > Settings APP > Scroll down and Click Security > Scroll down and click on “Schedule Reboot Time” > Make sure this is ON and set the time to 11:00 PM or 23:00 > (if this time does not work for you please set it to 5:00AM or 05:00)
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### PAX ###

Why is my terminal not processing Debit Card Returns or voiding a Debit Card Transaction out?

– Debit Card returns and voids can be tricky and also in some cards this is not permitted. To make this easier you just go on the credit tab and run a return for you customer, this way it will run it as a Credit Card and not bother the customer for their PIN .
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### PAX ###

My terminal has not batched out why is it not batching out?

– When this happens the terminal may have experienced some internet/connection issues. You will need to batch out manually, after doing so if this issue continues to occur contact us immediately! To Manually batch out please follow the steps below.
o In the TSYS App click on the FUNC Tab located next to the Credit, Debit tab > Click on the Batch Button near the right of the screen > Pop-up will appear click on “Close Batch”.
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### PAX ###

Why did my terminal print out a Duplicate Batch Receipt?

– This happens when the terminal loses Connection to the Wi-Fi or if there is a lot of manual batching occurring when the terminal is programed to Auto Batch by itself. To fix this issue follow the steps listed below.
o In the TSYS App click on the FUNC Tab located next to the Credit, Debit tab > Click Settings > It may ask you for a password if you do not know this ask your manager for it > Click on host settings once in host settings DO NOT CHANGE ANYTHING HERE OTHER THAN BATCH NUMBER! > Scroll down until you see Batch Number and change this number by increasing it Ex. Batch: 4 change this to Batch: 5 > Once you make this change hit the back button until you reach the FUNC tab again > Test if the change worked by manually batching out > if it still gives you the same issue proceed with redoing the steps you have just done.
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### DEJAVOO###

Why is my terminal saying COM ERROR when I take a transaction?

– This is because the terminal is not connected to Wi-Fi or has lost its connection. To fix this you can follow the steps below:
o Click on the home screen button located in the bottom of the screen > Once in the colorful screen click on settings > Wi-Fi > Connect to your desired Wi-Fi
o To test the connection click the back button at the bottom left corner of the screen > Click on Self Check Under Wi-Fi > Click on Network > Click on Wi-Fi unless you are using an Ethernet Cord > Click test > A network scan will begin and if it fails it means the terminal is not connected and there might be an issue with your Wi-Fi > If successful proceed with transaction
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### DEJAVOO ###

Why is my terminal not processing Debit Card Returns or voiding a Debit Card Transaction out?

– Debit Card returns and voids can be tricky and also in some cards this is not permitted. To make this easier you just go on the credit tab and run a return for you customer, this way it will run it as a Credit Card and not bother the customer for their PIN. Back

### DEJAVOO ###

Why did my terminal print out a Duplicate Batch Receipt?

– This happens when the terminal loses Connection to the Wi-Fi or if there is a lot of manual batching occurring when the terminal is programed to Auto Batch by itself. To fix this issue follow the steps listed below.
o In the Aura App where it has the Chino Commercial Bank Home Screen click on the three lines on the bottom left > Click Applications > Click Credit, Debit, EBT > click Host Utility > Enter the manager password if needed > Click on Batch Features > Click Set Batch # > Change this number by increasing it Ex. Batch: 4 change this to Batch: 5 > Once completed click the back button located on the bottom left corner until you reach the Chino Commercial Bank Home Screen > Click on the Star on the bottom of the screen > First option is to settle daily batch on the top of the screen > if it still gives you the same issue proceed with redoing the steps you have just done.
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