Common terminal questions: EMV keyload required, tap limits and more (Desk 5000 / Move 5000)

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What does “EMV keyload required” mean, and how do I clear it?

EMV is the chip-card standard. The message means the terminal needs to reload its EMV keys, so you will need to perform an EMV keyload by pressing #,8.1,1. Step by step:

1. Go to Admin Menu (#), 8 - Host Management, 1 - EMV Public Key Load, 1 - EMV Public Key Load.

   The terminal will download and finish by saying succeeded.

2. Press enter (Green) then hit cancel (red) until you are back at main screen.

Why does a transaction say “not complete” or “incorrect PIN” before the customer enters a PIN?

Perform an EMV Keyload, using the steps above. If the message has a code:

• NOT COMPLETED – TZ: your debit refund limit may have been capped and reached. You won’t be able to issue the refund to the Interac card.
• not completed – 88: contact us so we can ask the processor to perform a “strat q reboot” on their side. After that, perform an EMV Keyload. It may also mean the debit network is down. Hold off on accepting debit until the issue is resolved.

Why can’t customers tap their card?

There are a few possible reasons:

• You might have an older terminal model (for example the ICT 220).
• Contactless might not be enabled on your account.
• The amount the cardholder is trying to tap is over the allowable limit.

What is the limit for contactless (tap) transactions?

Before 2020 the contactless limit was $100. In 2020, to encourage contactless payments, Visa, MasterCard, American Express, Discover and JCB raised it from $100 to $250 per transaction. PIN debit transactions remain at $100.

Why is a PIN debit (Interac) transaction declining or not going through?

This can happen if you’ve gone over your PIN debit refund limit. You can wait until your roll over date, when the limit resets, and try again, or ask us to increase the debit refund limit on your account.

How do I change the name, phone number or address on my receipts or cardholder statements?

Receipts and cardholder statements show the Doing Business As name, phone # and address you gave when you opened your merchant account. If any of it has changed, it first needs to be updated on your Elavon account before it shows on receipts and statements.

How do I clear “Connection error Bluetooth base not available” on a Move 5000 WiFi terminal?

Check that the communication type is still set to WiFi, none, none (400).

If the error won’t clear and you can’t get into the admin menu, reboot the unit by pressing and holding yellow key and # until it resets, then correct the communication type.

How do I print the settlement report as a summary instead of detail?

Go to Admin menu (#), 3 - Setup Menu, 5 - Trans Options, 4 - Settlement, 1-SettleRpt and choose the type 1 - Off, 2- Summary or 3 - Detail

How do I reprint the last batch report?

Go to Admin menu (#), 2 - Batch Menu, 2 - View History, Select 1 – to enter batch # if known, 2 – to view all and search through history, or 3 – for last batch. Select to view details or summary.

What is an out of balance batch, and what do I do about it?

Out of balance means the terminal and host batch levels don’t match. It can happen if the terminal loses signal during a transaction: the auth request reaches the server and an approval is issued, but the connection drops before the response gets back, so the terminal doesn’t know the approval exists.

What does “ParErr near DefaultAdminPW” mean during a download?

The full message reads: download not complete, bad parameter data. ParErr near DefaultAdminPW, parameter data update failed.

If a custom password was added, we have seen this happen when a space was copied and pasted into the password field in the file. Have the processor double-check the file for extra spaces.

Common questions

Is store-and-forward available on my terminal?

Store and forward for deferred authorizations (if the terminal disconnects) is not available in Canada at this time. In the US it’s available on the Tetra terminal, only for mag stripe transactions, and needs a file rebuild.

How long does the battery last on a Move 5000?

Up to a week while idle, or up to 300 transactions, before it needs charging.

Can I use my Canadian SIM card terminal in the US?

A Canadian terminal can physically work in the US, as long as it’s connected and has coverage in the area. We’ve successfully tested a Canadian terminal with a Bell SIM in New York.

How long can my Doing Business As (DBA) name be?

On our end the DBA name cuts off after 32 characters, including spaces. On terminal receipts, each header has a 24-character limit, including spaces.