Use these steps if PIN debit is unavailable or the terminal displays a PIN-related error.
Check the Message
Note the exact message displayed on the terminal. Common PIN-related messages may indicate an incorrect PIN, too many attempts, or a terminal communication issue.
What to Do
- Have the cardholder enter their PIN directly on the payment device.
- Do not ask the cardholder to provide their PIN to anyone.
- If the terminal returns an incorrect PIN message, allow the cardholder to follow the terminal's instructions.
- If PIN debit is missing or multiple cards fail, contact support.
Contact Support Immediately If
- A key or encryption error appears.
- A tamper warning appears.
- The PIN pad shows an unregistered or security-related error.
Important: A cardholder's PIN should never be spoken, written down, recorded, or sent to support.