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POS terminal & Payments troubleshooting

Updated

Most terminal problems are fixed by a restart and an app update. Start with the quick fix, then find your problem below.

Quick fix for most problems

  1. Make sure the battery is above 30%.
  2. Restart the terminal.
  3. Go to Settings → Supervisor Menu → Update and wait for the update to finish.
  4. Try again.

If the problem continues, contact Fortis Support on WhatsApp at +971 50 213 4201 with your Fortis App version (tap ? at the top right of the main screen), a photo or video of the problem, and your Merchant ID (MID) and Terminal ID (TID).

Supported terminals

Acquirer Supported terminal
Network International OM-A880 and Morefun M90 (the M90 is the main model)
Mercury Morefun MF919 Pro (dual screen)
Paymob PAX A960
NeoPay OM-A880 only

The terminal won't turn on

Charge it with a 5V / 2A charger. If the battery is empty, charge it for several minutes before turning it on. If it still won't turn on, do a hard reboot or contact Fortis Support.

The Fortis app won't open or keeps closing

  1. Restart the terminal.
  2. Go to Settings → Supervisor Menu → Update.
  3. Open the Fortis app again.
  4. If it asks for an activation code, see Logging into Fortis POS.

The battery drains quickly

  1. Charge the terminal fully with a 5V / 2A charger.
  2. Restart it and run Settings → Supervisor Menu → Update.
  3. If the battery still drains within a few hours, contact Fortis Support with your Fortis App version, your TID and roughly how long a full charge lasts. We'll check with your provider whether the device needs a repair or replacement.

The terminal is frozen or very slow

  1. Make sure the battery is above 30%, then restart.
  2. If it's still slow, go to Settings → Supervisor Menu → Update.
  3. Try again once the update is done.

Connectivity problems or error messages

If the terminal is slow, not accepting payments, losing connection, or showing Network Connection Error, Error Contacting Host, Transaction Receipt Printing Error or Payment Error 99 – System Error:

  1. Restart the terminal.
  2. Go to Settings → Supervisor Menu → Update.
  3. Try again once the update is done.

"No Network" or the terminal can't connect

Check that the SIM card is inserted correctly and that there is network coverage. Restart and wait for the signal. 

"Payment Error 99 – System Error"

This is usually a connection problem between the terminal and the payment processor. If it's happening to only 1 Customer, then it's a problem with the customer card used. If it's happening to all your customers:

  • Refresh the Sales page.
  • Check your network connection.
  • Make sure Wi-Fi is disconnected.
  • Restart the terminal.

"Payment Error – DO NOT HONOR - Error 2990" Terminal error code: 05

"Do Not Honor" is a decline from the cardholder’s issuing bank, not a terminal fault. The terminal, network and acquirer did their job. The issuer refused the authorization and gave no specific reason. Banks often return this generic code on purpose, because a detailed reason could help a fraudster get past their security. 

Common causes on the cardholder’s side:

  • Insufficient funds or a daily or per-transaction limit being hit.
  • The issuer’s fraud rules flagging the transaction, which is common for high-value, foreign-card or unusual-MCC payments.
  • The card being blocked or restricted for international or POS use.
  • A temporary issuer-side outage, which can sometimes show up as 05 instead of 91 or 96

What you should tell the customer:

  1. Ask the customer to use a different card, or to call their bank using the number on the back of the card. Usually the bank simply needs to approve the payment.
  2. Don’t let the merchant retry the same card over and over. Repeated attempts can trigger more fraud blocks.

"Record Full, Settle First" or "Please Settle the End of Day"

The previous day's sales haven't been settled. Run the End of Day, then restart and try the payment again.

  • Network International: Settings → Supervisor Menu → End of Day → Z Report.
  • Mercury: Settings → Reconciliation → Settle.

"This sale is not supported by the current version of the app"

This happens when a sale is opened on one terminal and finished on another. Complete each sale on the terminal where it started, and assign each employee to their own terminal. 

The terminal asks for a mobile number

Log in to https://my.fortis.world/auth/login, go to Settings → Employees, and enter the mobile number of the employee who uses this terminal.

Card payments

  • Declined: the customer's bank declined it and the terminal can't override it. Ask for another card or payment method.
  • Card not read: try inserting, swiping or tapping. Make sure the reader is clean and the card isn't damaged.
  • Contactless not working: tap at the top of the terminal. Above the contactless limit, the card must be inserted.
  • Customer charged but the sale didn't complete: check the transaction status in the sales list. If it's paid but the receipt didn't print, reprint it. If the status is unclear, contact Fortis Support.

Printing

  • Not printing: check the paper roll is inserted correctly, restart, run Settings → Supervisor Menu → Update, and try again. See Replacing the Paper Roll.
  • Blank or faded: the thermal paper may be in the wrong way round. Turn it over or replace the roll.
  • Can't print after the End of Day: once the Z Report runs, sales reports can't be printed from the device. Use Transaction History on the POS or the Cash Flow Report on the platform.

Paper rolls and hardware

If your terminal is our of paper rolls, you may contact your payment provider below and request the same.

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