Help

Troubleshooting

Our contact center has compiled a list of merchants' frequently asked questions. Here you will find step-by-step instructions for solutions to common problems. This information should help to reduce unnecessary processing down time.

Terminals & Hardware Problems

It means that you have to settle, and the P.O.S rejects all transactions.
  • Press on settle button or on the screen
  • Enter password (1111)
  • Choose all hosts.
  • Confirm sales total transactions by press enter
  • Confirm refund total transactions by press enter.
The machine will start communicating and will print settlement report.
It means that the POS signal is weak or the single coverage in the location is weak or these P.O.S machine need refreshing.
A. First Step
  • Press on the function key.
  • Enter the code 13.
  • Enter the password (220584).
  • The screen shows (correct sign)
If it didn’t solve your problem
B. check the connection
  • Check if the single coverage in area is good in the location.
  • Check if the POS sim card is inserted correctly inside the machine in the back of the P.O.S machine.
  • make a test connection as the following :
    • Restart the machine.
    • Press on function button
    • Press # 0.
    • Choose EMP, then a it’s the machine shows on the screen (its ok) the problem is solved.
If you are still facing the same error please Contact US..
  • Press on the function key.
  • Enter the code 4.
  • Enter the password (220584).
It means that P.O.S machine paper roll is finished and needs replacement; if you did replace it and faces the same error it means that the P.O.S printer is not working properly and needs replacement, if the problem existed please Contact US.
It means that the paper rolls in put inside the machine wrongly or the paper roll is not compatible with the machine.
If the problem not solved make restart for the machine
It means that the program loaded on the P.O.S machine is not working and needs replacement, so please Contact US.
The machine doesn't recognize the card please Contact US .
Need maintenance please Contact US .
The card has a problem and the cardholder has to contact his bank
The card has a problem and the cardholder has to contact his bank
The pin code of the card has entered many times wrong and this is the last time to enter it correctly or it will lock.
Customer card expired and need to contact the bank
When you make a transaction the last digit of the amount it must be 0
If the problem didn’t solve please Contact US .
It means that you have to settle, and the P.O.S rejects all transactions.
  • Press on settle button or on the screen
  • Enter password (1111)
  • Choose all hosts.
  • Confirm sales total transactions by press enter
  • Confirm refund total transactions by press enter.
The machine will start communicating and will print settlement report.
It means that the POS signal is weak or the single coverage in the location is weak or these P.O.S machine need refreshing.
A. First Step
  • Press on the function key.
  • Enter the code 13.
  • Enter the password (220584).
  • The screen shows (correct sign)
If it didn’t solve your problem
B. check the connection
  • Check if the single coverage in area is good in the location.
  • Check if the POS sim card is inserted correctly inside the machine in the back of the P.O.S machine.
  • make a test connection as the following :
    • Restart the machine.
    • Press on function button
    • Press # 0.
    • Choose EMP, then a it’s the machine shows on the screen (its ok) the problem is solved.
If you are still facing the same error please Contact US..
  • Press on the function key.
  • Enter the code 4.
  • Enter the password (220584).
It means that P.O.S machine paper roll is finished and needs replacement; if you did replace it and faces the same error it means that the P.O.S printer is not working properly and needs replacement, if the problem existed please Contact US.
It means that the paper rolls in put inside the machine wrongly or the paper roll is not compatible with the machine.
If the problem not solved make restart for the machine
It means that the program loaded on the P.O.S machine is not working and needs replacement, so please Contact US.
The machine doesn't recognize the card please Contact US .
Need maintenance please Contact US .
The card has a problem and the cardholder has to contact his bank
The card has a problem and the cardholder has to contact his bank
The pin code of the card has entered many times wrong and this is the last time to enter it correctly or it will lock.
Customer card expired and need to contact the bank
When you make a transaction the last digit of the amount it must be 0
If the problem didn’t solve please Contact US .
It means that you have to settle, and the P.O.S rejects all transactions.
  • Press on settle button or on the screen
  • Enter password (1111)
  • Choose all hosts.
  • Confirm sales total transactions by press enter
  • Confirm refund total transactions by press enter.
The machine will start communicating and will print settlement report.
It means that the POS signal is weak or the single coverage in the location is weak or these P.O.S machine need refreshing.
A. First Step
  • Press on the function key.
  • Enter the code 99.
  • Enter the password (220584).
  • Choose Clear on screen
  • Choose Reversal on screen
  • Transaction complete result will appear on the main screen and the problem is solved.
If it didn’t solve your problem
B. check the connection
  • Check if the single coverage in area is good in the location.
  • Check the in screen if the name of connection provider is show on the screen
    (ZAIN, ORANGE, UMNIAH) if its shows move to the step 4 , if its didn’t show move to step 3 ,
  • Check if the POS sim card is inserted correctly inside the machine in the back of the P.O.S machine.
  • make a test connection as the following :
    • Restart the machine.
    • Press on function button
    • Press # 0.
    • Choose EMP, then a Transaction complete result will appear on the screen and the problem is solved.
If you are still facing the same error please Contact US..
It means that P.O.S machine paper roll is finished and needs replacement; if you did replace it and faces the same error it means that the P.O.S printer is not working properly and needs replacement, if the problem existed please Contact US.
It means that the paper rolls in put inside the machine wrongly or the paper roll is not compatible with the machine.
If the problem not solved make restart for the machine
It means that the program loaded on the P.O.S machine is not working and needs replacement, so please Contact US.
The machine doesn't recognize the card please Contact US .
Need maintenance please Contact US .
The card has a problem and the cardholder has to contact his bank
The pin code of the card has entered many times wrong and this is the last time to enter it correctly or it will lock.
Customer card expired and need to contact the bank
When you make a transaction the last digit of the amount it must be 0
If the problem didn’t solve please Contact US .
It means that you have to settle, and the P.O.S rejects all transactions.
  • Press on settle button or on the screen
  • Enter password (1111)
  • Choose all hosts.
  • Confirm sales total transactions by press enter
  • Confirm refund total transactions by press enter.
The machine will start communicating and will print settlement report.
It means that the POS signal is weak or the single coverage in the location is weak or these P.O.S machine need refreshing.
A. First Step
  • Press on the function key.
  • Enter the code 13.
  • Enter the password (220584).
  • The screen shows (correct sign)
If it didn’t solve your problem
B. check the connection
  • Check if the single coverage in area is good in the location.
  • Check if the POS sim card is inserted correctly inside the machine in the back of the P.O.S machine.
  • make a test connection as the following :
    • Restart the machine.
    • Press on function button
    • Press # 0.
    • Choose EMP, then a it’s the machine shows on the screen (its ok) the problem is solved.
If you are still facing the same error please Contact US..
  • Press on the function key.
  • Enter the code 4.
  • Enter the password (220584).
It means that P.O.S machine paper roll is finished and needs replacement; if you did replace it and faces the same error it means that the P.O.S printer is not working properly and needs replacement, if the problem existed please Contact US.
It means that the paper rolls in put inside the machine wrongly or the paper roll is not compatible with the machine.
If the problem not solved make restart for the machine
It means that the program loaded on the P.O.S machine is not working and needs replacement, so please Contact US.
The machine doesn't recognize the card please Contact US .
Need maintenance please Contact US .
The card has a problem and the cardholder has to contact his bank
The card has a problem and the cardholder has to contact his bank
The pin code of the card has entered many times wrong and this is the last time to enter it correctly or it will lock.
Customer card expired and need to contact the bank
When you make a transaction the last digit of the amount it must be 0
If the problem didn’t solve please Contact US .
It means that the phone line is not connected to the P.O.S machine or disconnected
  • Check if the phone line is not disconnected by sending and receiving a test call.
  • Check if the phone line is attached to the back of the P.O.S machine.
  • make a test connection as the following :
    • Restart the machine.
    • Press on function button
    • Press # 0.
    • Choose EMP, then a Transaction complete result will appear on the screen and the problem is solved.
If you are still facing the same error please Contact US..
It means that you have to settle, and the P.O.S rejects all transactions.
  • Press on settle button or on the screen
  • Enter password (1111)
  • Choose all hosts.
  • Confirm sales total transactions by press enter
  • Confirm refund total transactions by press enter.
The machine will start communicating and will print settlement report.
It means that the POS signal is weak or the single coverage in the location is weak or these P.O.S machine need refreshing.
A. First Step
  • Press on the function key.
  • Enter the code 99.
  • Enter the password (220584).
  • Choose Clear on screen
  • Choose Reversal on screen
  • Transaction complete result will appear on the main screen and the problem is solved.
If it didn’t solve your problem
B. check the connection
  • Check if the phone line is not disconnected by sending and receiving a test call.
  • Check if the phone line is attached to the back of the P.O.S machine.
  • make a test connection as the following :
    • Press on the function key.
    • Press # 0.
    • Choose EMP, then a Transaction complete result will appear on the screen and the problem is solved, but if Error CE appears you have to restart the machine.
If the line is working and your problem is still existed please Contact US..
It means that P.O.S machine paper roll is finished and needs replacement; if you did replace it and faces the same error it means that the P.O.S printer is not working properly and needs replacement, if the problem existed please Contact US.
It means that the paper rolls in put inside the machine wrongly or the paper roll is not compatible with the machine.
The machine doesn't recognize the card please Contact US.
Need maintenance please Contact US .
The card has a problem and the cardholder has to contact his bank
The pin code of the card has entered many times wrong and this is the last time to enter it correctly or it will lock.
Customer card expired and need to contact the bank
When you make a transaction the last digit of the amount it must be 0
If the problem didn’t solve please Contact US .
It means that the program of the P.O.S machine is not working and needs replacement, so please Contact US .
It means that you have to settle, and the P.O.S rejects all transactions.
It means that the POS signal is weak or the single coverage in the location is weak or these P.O.S machine need refreshing.
A. First Step
  • Press on the function key.
  • Enter the code 99.
  • Enter the password (220584).
  • Choose Clear from the menu.
  • Choose Reversal from the menu.
  • Transaction complete result will appear on the screen and the problem is solved, then do the settlement transaction again.
  • If you are still facing the same error please Contact US.
It means that the net cable is not working or connection is not working
  • Restart the P.O.S machine.
  • Check if the net cable is connected and the internet connection is working.
  • If you are still facing the same error please Contact US.
It means that P.O.S machine paper roll is finished and needs replacement; if you did replace it and faces the same error it means that the P.O.S printer is not working properly and needs replacement, if the problem existed please Contact US.
It means that the paper rolls in put inside the machine wrongly or the paper roll is not compatible with the machine.
The machine doesn't recognize the card please Contact US .
Need maintenance please Contact US .
The card has a problem and the cardholder has to contact his bank
The pin code of the card has entered many times wrong and this is the last time to enter it correctly or it will lock.
Customer card expired and need to contact the bank
It means that the program of the P.O.S machine is not working and needs replacement, so please Contact US .
When you make a transaction the last digit of the amount it must be 0
If the problem didn’t solve please Contact US .
It means that you have to settle, and the P.O.S rejects all transactions.
  • Press on settle button or on the screen
  • Enter password (1111)
  • Choose all hosts.
  • Confirm sales total transactions by press enter
  • Confirm refund total transactions by press enter.
The machine will start communicating and will print settlement report.
It means that the POS signal is weak or the single coverage in the location is weak or these P.O.S machine need refreshing.
A. First Step
  • Press on the function key.
  • Enter the code 99.
  • Enter the password (220584).
  • Choose Clear on screen
  • Choose Reversal on screen
  • Transaction complete result will appear on the main screen and the problem is solved.
If it didn’t solve your problem
B. check the connection
  • Check if the single coverage in area is good in the location.
  • Check if the POS sim card is inserted correctly inside the machine in the back of the P.O.S machine.
  • make a test connection as the following :
    • Restart the machine.
    • Press on function button
    • Press # 0.
    • Choose EMP, then a it’s the machine shows on the screen (its ok) the problem is solved.
If you are still facing the same error please Contact US..
It means that the net cable is not working or connection is not working
  • Restart the P.O.S machine.
  • Check if the net cable is connected and the internet connection is working.
  • If you are still facing the same error please Contact US.
It means that P.O.S machine paper roll is finished and needs replacement; if you did replace it and faces the same error it means that the P.O.S printer is not working properly and needs replacement, if the problem existed please Contact US.
It means that the paper rolls in put inside the machine wrongly or the paper roll is not compatible with the machine.
The machine doesn't recognize the card please Contact US .
Need maintenance please Contact US .
The card has a problem and the cardholder has to contact his bank
The pin code of the card has entered many times wrong and this is the last time to enter it correctly or it will lock.
Customer card expired and need to contact the bank
It means that the program of the P.O.S machine is not working and needs replacement, so please Contact US .
When you make a transaction the last digit of the amount it must be 0
If the problem didn’t solve please Contact US .
It means that you have to settle, and the P.O.S rejects all transactions.
  • Press on settle button or on the screen
  • Enter password (1111)
  • Choose all hosts.
  • Confirm sales total transactions by press enter
  • Confirm refund total transactions by press enter.
The machine will start communicating and will print settlement report.
It means that the net cable is not working or connection is not working
  • Restart the P.O.S machine.
  • Check if the net cable is connected correctly and the internet connection is working.
  • Press Alpha Button
  • Press # 0
  • Choose EMP from the screen, the machine will start communicating, if transaction complete result will show on the screen.
  • If you are still facing the same error please Contact US.
A. First Step
  • Press on Alpha Button .
  • Enter the code 99.
  • Enter the supervisor password (******) or enter password (220584)
  • Choose Clear on screen
  • Choose Reversal on screen
  • Transaction complete result will appear on the main screen and the problem is solved.
If it didn’t solve your problem
B. check the connection
  • Restart the P.O.S machine.
  • Check if the net cable is connected correctly and the internet connection is working.
  • Press Alpha Button
  • Press # 0
  • Choose EMP from the screen, the machine will start communicating, if transaction complete result will show on the screen.
If you are still facing the same error please Contact US..
It means that the net cable is not working or connection is not working
  • Restart the P.O.S machine.
  • Check if the net cable is connected and the internet connection is working.
  • If you are still facing the same error please Contact US.
It means that P.O.S machine paper roll is finished and needs replacement; if you did replace it and faces the same error it means that the P.O.S printer is not working properly and needs replacement, if the problem existed please Contact US.
It means that the paper rolls in put inside the machine wrongly or the paper roll is not compatible with the machine.
The machine doesn't recognize the card please Contact US .
Need maintenance please Contact US .
The card has a problem and the cardholder has to contact his bank
The pin code of the card has entered many times wrong and this is the last time to enter it correctly or it will lock.
Customer card expired and need to contact the bank
When you make a transaction the last digit of the amount it must be 0
If the problem didn’t solve please Contact US .
It means that the program loaded on the P.O.S machine is not working and needs replacement, so please Contact US .
It means that you have to settle, and the P.O.S rejects all transactions.
  • Press on settle button or on the screen
  • Enter password (1111)
  • Choose all hosts.
  • Confirm sales total transactions by press enter
  • Confirm refund total transactions by press enter.
The machine will start communicating and will print settlement report.
It means that the POS signal is weak or the single coverage in the location is weak or these P.O.S machine need refreshing.
A. First Step
  • Press on the function key.
  • Enter the code 99.
  • Enter the password (220584).
  • Enter the supervisor password (******).
  • Choose Clear on screen
  • Choose Reversal on screen
  • Transaction complete result will appear on the main screen and the problem is solved.
If it didn’t solve your problem
B. check the connection
  • Check if the single coverage in area is good in the location.
  • Check if the POS sim card is inserted correctly inside the machine in the back of the P.O.S machine.
  • make a test connection as the following :
    • Restart the machine.
    • Press on function button
    • Press # 0.
    • Choose EMP, then a Transaction complete result will appear on the screen and the problem is solved.
If you are still facing the same error please Contact US..
It means that P.O.S machine paper roll is finished and needs replacement; if you did replace it and faces the same error it means that the P.O.S printer is not working properly and needs replacement, if the problem existed please Contact US.
It means that the paper rolls in put inside the machine wrongly or the paper roll is not compatible with the machine.
If the problem not solved make restart for the machine
It means that the program loaded on the P.O.S machine is not working and needs replacement, so please Contact US.
The machine doesn't recognize the card please Contact US .
Need maintenance please Contact US .
The card has a problem and the cardholder has to contact his bank
The pin code of the card has entered many times wrong and this is the last time to enter it correctly or it will lock.
Customer card expired and need to contact the bank
When you make a transaction the last digit of the amount it must be 0
If the problem didn’t solve please Contact US .
It means that you have to settle, and the P.O.S rejects all transactions.
  • Press on settle button or on the screen
  • Enter password (1111)
  • Choose all hosts.
  • Confirm sales total transactions by press enter
  • Confirm refund total transactions by press enter.
The machine will start communicating and will print settlement report.
It means that the POS signal is weak or the single coverage in the location is weak or these P.O.S machine need refreshing.
A. First Step
  • Press on the function key.
  • Enter the code 99.
  • Enter the password (220584).
  • Enter the supervisor password (******).
  • Choose Clear on screen
  • Choose Reversal on screen
  • Transaction complete result will appear on the main screen and the problem is solved.
If it didn’t solve your problem
B. check the connection
  • Check if the single coverage in area is good in the location.
  • Check if the POS sim card is inserted correctly inside the machine in the back of the P.O.S machine.
  • make a test connection as the following :
    • Restart the machine.
    • Press on function button
    • Press # 0.
    • Choose EMP, then a Transaction complete result will appear on the screen and the problem is solved.
If you are still facing the same error please Contact US..
It means that P.O.S machine paper roll is finished and needs replacement; if you did replace it and faces the same error it means that the P.O.S printer is not working properly and needs replacement, if the problem existed please Contact US.
It means that the paper rolls in put inside the machine wrongly or the paper roll is not compatible with the machine.
If the problem not solved make restart for the machine
It means that the program loaded on the P.O.S machine is not working and needs replacement, so please Contact US.
The machine doesn't recognize the card please Contact US .
Need maintenance please Contact US .
The card has a problem and the cardholder has to contact his bank
The pin code of the card has entered many times wrong and this is the last time to enter it correctly or it will lock.
Customer card expired and need to contact the bank
When you make a transaction the last digit of the amount it must be 0
If the problem didn’t solve please Contact US .