Troubleshooting Network International POS

N-Genius Troubleshooting

1. GPRS / Network Issue

1. Ensure the battery is above 30% charge.
2. Move the machine to an area with good network coverage and restart; wait for the network to reconnect.
3. If there is still no network, contact the ٍSuppoer Team for help.

2. Machine Not Printing

1. Check that the paper roll cover is properly fixed.
2. Ensure the paper roll is inserted correctly.
3. Check the battery level and ensure it is above 30% charge.
4. If the machine is still not printing, log a complaint with the support team.

3. Machine Slow or Hanging

1. Turn off the device.
2. Remove the battery and re-insert it.
3. Put the machine on charge and wait 15-20 minutes.
4. Turn on the device and move it to an area with good network coverage.
5. If the issue persists, log a complaint with the Support Team.

4. Unable to Generate Z-Report

1. Ensure the battery is above 30% charge.
2. Move the machine to an area with good network coverage and restart.
3. Try performing the Z-Report again.
4. If still unable, log a complaint with the support team.

Response Codes

The following codes may appear on the POS terminal during a transaction:

Transaction Flow

Every card payment passes through: Cardholder → Merchant → Network International (Acquirer) → Card Scheme (Visa, Mastercard, Amex, UnionPay, Diners Club) → Issuing Bank → response back through the same chain.

Types of Cards

N-Genius - How to Use

Sale

1. Startup screen displayed on device power-on.
2. Select SALE and input the amount.
3. Customer inserts, swipes, or taps their card.
4. Customer enters their PIN.
5. Terminal sends transaction to Network International.
6. If approved, green tick displayed - print customer or merchant receipt.
7. If declined, red cross displayed - option to print receipts.

DCC Sale

1. Follow standard Sale flow.
2. For international cards, screen shows local currency (AED) and card home currency.
3. Cardholder selects preferred currency and enters PIN.
4. Receipt printed with exchange rate details.

Alipay Sale

1. Customer presents products for Alipay purchase.
2. Cashier selects Alipay on N-Genius terminal.
3. Enter amount - terminal displays a QR code.
4. Customer scans QR code with Alipay app.
5. Payment approved - transaction slip generated.

Void

1. Select VOID from startup screen.
2. Enter Receipt/Invoice Number to void.
3. Terminal processes and prints receipt.

Note: Void can only be performed before the Z-Report on the same day.

End of Day (X-Report / Z-Report)

1. Tap drop-down menu and select End of Day.
2. X Report: prints shift report, does NOT zero totals.
3. Z Report: prints shift report AND zeros totals to end batch.

Do's and Don'ts / Fraud Awareness

Do NOT:

• Accept declined transactions.
• Split a declined transaction into smaller amounts.
• Hand the POS terminal to the cardholder.
• Lower amounts, split sales, or accept card after card.
• Store CVV/CVC or full card track data.

DO:

• Check chip cards for proper embedding (run finger across chip).
• Verify cardholder identity if card is not in their name.
• Contact your Relationship Manager for suspicious transactions.
• Train staff to recognise fraud signals.
• Store customer data securely with password-protected, encrypted systems.
• Report all security incidents immediately.

Suspicious Behaviour Warning Signs:

• Customer appears nervous or anxious, rushes at closing time.
• Makes indiscriminate purchases regardless of size, style, colour, or price.
• Purchases large item and insists on taking it immediately.
• Quickly takes card back preventing security check.
• Offers to phone in card number with delivery address.
• Makes numerous purchases under floor limit.
• Asks to manually key transaction from memory or paper.
• Needs to see card to sign sales receipt.
• Presents multiple cards or splits orders across more than two cards.
• High-risk: card not present, manually keyed, no authorisation, or fallback transactions.

Network International Customer Support