What is a cold message?
A cold message is caused by an error in the software, a connectivity error or an error on the side of the acquirer. A cold message blocks your terminal from doing transactions, you need to remove this message.
How to identify a cold message?
The following points can be a cause of a cold message:
- old software
- connectivity issue
- acquirer issue
If everything is correct, the terminal will always ask to present the card again and will not create a cold message (see sample below) :
How to check or remove a cold message?
9220 :
Go into the Loyalpay application on your terminal. At the top (on the right) you can tap the <settings> icon (gear wheel icon).
To enter the menu, the terminal will ask an admin PW. This corresponds with the 4 last digits of your serial number (s/n). You can find this s/n at the back of your terminal, under the barcode.
Enter the 4 digits and press <enter>. Now you can see at the bottom of the screen the options “administration” and “configuration”. Choose <administration>.
If you see that there is a “cold message” to be found in this menu, please choose to <remove cold message> and confirm. If there is no cold message in your terminal, you can immediately proceed to the next step <TML init>.
When removed successfully, afterwards you can choose <TML Init> to relink the parameters to the terminal. When the TML initialisation was successfully performed, your terminal is operational.
8210 :
Press the blue button <menu> on your terminal. Choose the option <administration>. To enter the menu, the terminal will ask an admin PW. This corresponds with the 4 last digits of your serial number (s/n). You can find this s/n at the back of your terminal, under the barcode.
If you see that there is a “cold message” to be found in this menu, please choose to <remove cold message> and confirm. If there is no cold message in your terminal, you can immediately proceed to the next step <TML init>.
Now you can choose the option <TML init> to relink the parameters to the terminal.
Once this is successful you can restart using your terminal and perform a test-transaction.
6210 :
Press the yellow button <alpha> on your terminal. Choose the option <administration>. To enter the menu, the terminal will ask an admin PW. This corresponds with the 4 last digits of your serial number (s/n). You can find this s/n at the back of your terminal, under the barcode.
If you see that there is a “cold message” to be found in this menu, please choose to <remove cold message> and confirm. If there is no cold message in your terminal, you can immediately proceed to the next step <TML init>.
Now you can choose the option <TML init> to relink the parameters to the terminal.
Once this is successful you can restart using your terminal and perform a test-transaction.