Contact VI

IDBI, UBI and Axis: This message appears on the device when Axis, UBI/IDBI TID is deactivated. The merchant needs to contact the respective bank to activate the TID.

Please call referral

This message denotes a card issue. The customer needs to contact the respective issuer bank to solve the issue.

A problem in feeding input to rule processor

This message appears on the device when the Rule File either mismatches or the system is unable to read it. Please follow the below-mentioned troubleshooting steps: Main User Menu->Activate->Settle Batch

Call issuer/Call help CC

This message denotes a card issue. The customer needs to contact the respective bank to solve the issue.

Invalid order ID (only for Instakart merchant)

Order ID punched against a particular order is incorrect. The merchant needs to contact the Head Office/his billing application team for the correct order ID.

Invalid channel

DMS code is wrongly mapped/not mapped, or the IMEI provided does not belong to the store. The merchant needs to contact the particular OEM/brand for the same.

Insufficient fund

There is a card issue, or the customer has insufficient funds on the card. The customer needs to contact the respective bank to solve the issue.

Store not allowed for affordability sale

Merchant needs to contact with OEM (Apple).

Maximum transaction exceeded

Exceeded the maximum transaction limit allowed. The customer needs to contact the respective bank to solve the issue.

Alert irruption

This message means that the device OS has been corrupted due to improper handling and cannot be used to accept transactions. If you receive this message, you need to replace the device immediately. For example, if the EDC machine gets dropped and the device driver crashes, this message may appear. Please call the customer support helpdesk in case this message appears on your device.

No response received from the host

This message reflects when an online request packet is sent to the host (acquirer bank) by HUB, but the host’s response is not received.

Could not connect to acquirer host

This message reflects when a client’s request cannot reach the bank switch. This problem occurs when there is a connectivity issue with the bank.

Reversal transaction pending

This message is displayed when there is a reversal existing on the terminal ID, and the reversal packet could not be uploaded to the bank. Here, you need to contact us on our customer care number – 0120-4033600 or write us on our email id – plutus.support@pinelabs.com.

Approved

This message appears when a transaction has been processed successfully.

Declined

This message appears when a transaction gets declined by the bank due to any reason.

An acquirer could not be found

This message appears when the selected acquirer cannot be found. The probable reason for occurrence may be:

Problem with the rule file.
Bank TID not configured for the default bank present in the rule file.
Card range for that acquirer is not present in the card range sample file in HUB.

Resolution – Here, you need to contact us on our customer care number – 0120-4033600 or write us on our email id – plutus.support@pinelabs.com.

Transaction not allowed

If an attempt is made to complete a transaction that is not supposed to happen, HUB poses some restriction over that particular transaction. For example, when attempting to process a void request for any debit transaction, this message will be displayed.

Transaction incomplete. Additional information required

This message appears when attempting to transact with incomplete information. For example, if we provide a wrong transaction ID for reprint or void, this message will reflect.

Card range unavailable

This message gets displayed when:

Bank TID is not correctly initialised, and the card range is not populated from the bank.
The acquirer does not support the selected card.

Invalid hardware ID or serial number

This message displays Plutus Smart when during activation, any incorrect H/W Serial Number is entered (in case of PC Central) or if the activation IP and port are entered incorrectly. Please call the customer support helpdesk if this message appears.

Key exchange failed

This message shows on the device when the keys on TID are not correctly mapped. Please call the customer support helpdesk if this message appears.

Batch partially settled

On batch settlement, if the TID present in the PoS is not settled, Plutus EDC displays this message. Retry batch settlement if this message appears. In case it is not resolved, you need to contact us on our customer care number – 0120-4033600 or write us on our email id – plutus.support@pinelabs.com.

Invalid Txn ID

For standalone transactions on Plutus Smart, this error message displays when an incorrect transaction ID is entered to process the transaction. This message displays transactions like a void, tip, and completion of the sale.

Find answer to the common questions.

Frequently Asked Questions

How can I pay the monthly rental?

What is the use of the myPlutus app?

How can I get information about the available brand/EMI offers on my PoS?

Do I have to pay any charges if there is any physical damage to PoS or peripheral?

How can I get additional VAS services activated?

Can I accept an AMEX card on my PoS?

Do I have to pay extra cost for PoS paper rolls?

How can I get paper rolls for my PoS?

Do I need to settle the batch to receive the payment?

Does Pine Labs provide customer support?

What do I need to do if I want to surrender/uninstall my PoS?

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