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You may see diagnostic (DIAG) codes at the bottom of transaction receipts and reports. Some indicate an error while others offer information. More than one diagnostic code may be printed. For example DIAG 828282 would indicate three communication failure attempts during a transaction.
| 10 or 17 | GPRS or IP connection error. Retry transaction. If the problem persists check the mobile network (mobile terminals) or LAN (Bluetooth terminals), and contact the terminal Helpdesk quoting the diagnostic code. |
| 15 | Unexpected response after dialling. Check the telephone line; if a prefix is required to obtain an outside line refer to the section entitled “Supervisor functions” to programme this into the terminal. If the problem persists contact the terminal Helpdesk quoting the diagnostic code. |
| 22 | No dial tone. Check the telephone line and retry the transaction. If the problem persists contact the terminal Helpdesk quoting the diagnostic code. |
| 31 | Line busy. Check the telephone line is not in use and retry the transaction. If the problem persists contact the terminal Helpdesk quoting the diagnostic code. |
| 41 or 44 | Call connected but received an End of Transmission response. The acquirer maybe busy or there was a communication error. Retry transaction. If the problem persists contact the terminal Helpdesk quoting the diagnostic code. |
| 49 | Invalid message contents. The selected transaction type (e.g. Cashback) may not be active on your merchant account; you should contact your acquirer. If the problem persists contact the terminal Helpdesk quoting the diagnostic code. |
| 52 | Offline or Forced Transaction. This is not an error and is for information only |
| 53 | Offline store is full. You should attempt an online transaction. If the problem persists check the mobile network (mobile terminals), telephone line or LAN (Bluetooth terminals), and contact the terminal Helpdesk quoting the full diagnostic code. |
| 61 | PIN Bypass attempted. This is not an error and is for information only. |
| 62 | PIN tries exceeded. This is not an error and is for information only. |
| 70xx | Error in transaction security. Normally indicates that the MAC code is invalid, contact the terminal Helpdesk quoting the full diagnostic code. |
| 72 | Merchant has indicated an invalid signature. This is not an error and is for information only. |
| 73 | Terminal and host totals do not agree. Do a Banking report, and contact the acquirer if advised to do so. If the problem persists contact the terminal Helpdesk quoting the diagnostic code. |
| 76 | Terminal completed online reconciliation. This is not an error and is for information only. |
| 82 | Modem or communications error. Retry transaction. If the problem persists check the mobile network (mobile terminals), telephone line or LAN (Bluetooth terminals), and contact the terminal Helpdesk quoting the diagnostic code. |
| 93 | Transaction cancelled by the operator. This is not an error and is for information only. |
| 98 | Bad on TMS call. Contact the terminal Helpdesk. |