User guide
MobilePayWay
The following help desks and authorisation centres are available to you 24 hours a day,7 days a week.
St.George Electronic Banking Service Centre
Service and Sales Support Help Desk(including card reader diffi culties)..................................1300 650 977
Key Auth Service
Cardholder Behaving Suspiciously
Note: When one of our operators asks you to retain a card, please always ensure your personal safety fi rst. Do not comply with the request if you or anyone else is placed at risk .........................................1300 301 831
Mobile PayWay User Guide 3
Mobile PayWay User Guide
1.0 Introduction ................................................................................. 5
1.1 Merchant responsibility for the card readers and equipment provided ......................................................................................... 5
1.2 Cancellation of facility .................................................................... 5
1.3 Damaged, lost or stolen equipment ............................................... 5
2.0 Getting started ............................................................................ 6
2.1 The Mobile PayWay app ................................................................ 6
2.2 The Mobile PayWay card reader .................................................... 6
2.2.1 Know your card reader ................................................................... 6
2.2.2 Card reader display ........................................................................ 7
2.2.3 Power supply ................................................................................. 7
2.3 Communications ............................................................................ 8
2.3.1 Card reader communications ......................................................... 8
2.3.2 Mobile data coverage..................................................................... 8
2.4 Card reader – software update ...................................................... 8
2.5 Passwords ...................................................................................... 8
2.6 Multiple card reader users.............................................................. 8
3.0 The mobile app ........................................................................... 9
3.1 Signing in to the mobile app .......................................................... 9
3.2 Pairing the card reader ................................................................. 10
4.0 Procedures ................................................................................. 11
4.1 Inserting a chip card ..................................................................... 11
4.2 Swiping a magnetic stripe card .................................................... 12
5.0 Transaction procedures ........................................................... 13
5.1 How to process a sale .................................................................. 13
5.2 How to process a refund .............................................................. 18
6.0 Reporting functions .................................................................. 22
6.1 Card reader settlement ................................................................ 22
6.2 How to review your dashboard .................................................... 22
6.3 How to review the last 20 transactions and send email receipts .... 23
6.4 How to review and resend a specifi c transaction ........................ 25
6.5 How to review the audit history .................................................... 27
4 Mobile PayWay User Guide
7.0 Additional Mobile PayWay features ....................................... 28
7.1 Merchant information ................................................................... 28
7.2 Merchant surcharge ..................................................................... 30
7.3 User administration ...................................................................... 32
7.4 Change my details ....................................................................... 38
7.5 Change password ........................................................................ 40
7.6 Change security questions ........................................................... 42
7.7 Forgotten password ..................................................................... 44
7.8 Request a limit change ................................................................. 46
7.9 Order additional card readers ...................................................... 48
8.0 Minimising fraud ....................................................................... 49
9.0 Troubleshooting ........................................................................ 49
9.1 Hardware faults ............................................................................ 49
9.2 Error codes ................................................................................... 50
Mobile PayWay User Guide 5
1.0 Introduction
Mobile PayWay allows online transactions using debit cards (savings and cheque
accounts) and credit cards (Visa, MasterCard® and American Express®).
To accept American Express, you’ll need to contact American Express directly on
1300 363 614.
With Mobile PayWay you can:
• Process a sale
• Provide refunds
• Review transactions
• Apply surcharges
1.1 Merchant responsibility for the card reader and equipment provided
Card readers and equipment (where supplied by us), plus any unused accessories
and promotional material remain the property of the Bank.
• You must not sell, assign or in any way damage or dispose of equipment
• You shall not give or provide access to a third party
• You must ensure the card readers are covered by your business or contents
insurance.
Card readers must be located where cardholders can use the PINpad without the
risk of other people seeing them key in their PIN.
1.2 Cancellation of facility
If your merchant facility is cancelled for any reason, the card readers and
equipment must be returned to us. To make arrangements for return, call the
St.George Electronic Banking Service Centre on 1300 650 977.
You must ensure that all card readers and equipment are returned within
5 business days of our request. Fees and charges may be incurred if equipment
is not returned to the Bank or returned after the due date.
1.3 Damaged, lost or stolen equipment
You’re responsible for the equipment. If it is damaged, lost or stolen, you will be
charged replacement costs.
6 Mobile PayWay User Guide
2.0 Getting started
2.1 The Mobile PayWay app
The Mobile PayWay app is one part of a secure, portable payments system that
works via a Bluetooth connection from your smartphone or tablet to the Mobile
PayWay card reader.
To install, search “Mobile PayWay” in the App Store or Google PlayTM and follow
the instructions.
2.2 The Mobile PayWay card reader
The Mobile PayWay card reader is one part of a secure, portable payments system
that works via a Bluetooth connection to the St.George Mobile PayWay app on
your smartphone or tablet. The Mobile PayWay card reader contains an integrated
PINpad for the Cardholder.
2.2.1 Know your card reader
1. Power / sleep button
2. Magnetic swipe channel
3. Chip card reader
4. PIN entry keypad
5. Display
6. Micro USB charger port
7. Battery cover
8. Lanyard attachment
9. Serial number
1
4
6
7
9
5
3
2
8
Mobile PayWay User Guide 7
2.2.2 Card reader display
CARD READER/MOBILE APP DISPLAY PROCEDURE
Bluetooth
This symbol indicates the card
reader’s Bluetooth is connected and
will disappear when a Bluetooth
connection is lost.
Battery
Internal battery power level displayed
when card reader is not connected to
mains power.
Battery charging
This symbol will ‘blink’ when the card
reader is plugged into mains power
and charging.
2.2.3 Power supply
The card reader runs on batteries. It takes approximately 4 hours to fully charge,
providing up to 2 days of usage under normal conditions (i.e. approximately
200 transactions).
The card reader is recharged by plugging the micro USB cable into the card reader
and connecting it to a powered USB port.
Initial charging of the card reader
While the Mobile PayWay card reader will come with some battery charge
when delivered, it is recommended to complete a full charge of at least 4 hours
before using.
Powering the card reader off/on
When powered on and left idle for 1 minute, the card reader will go into sleep
mode to preserve battery. The card reader display will go blank, however the card
reader will still be able to wake up when you login to the mobile app or commence
a transaction.
To turn the card reader on, press the Power/Sleep button for approximately
5 seconds until you hear a beep.
To switch the card reader off, press the Power/Sleep button for approximately
5 seconds until the display goes blank. Then press “Enter”.
8 Mobile PayWay User Guide
2.3 Communications
2.3.1 Card reader communications
The card reader accesses the internet through your smartphone or tablet; either via
a network provider or Wi-Fi connection.
2.3.2 Mobile data coverage
This will be dependent on your network provider. When using Mobile PayWay
ensure you have good signal strength for best performance.
2.4 Card reader – software update
The Bank will automatically upload any changes to the card reader’s software
(usually monthly). This update generally occurs the fi rst time you sign in to the app
and connect your card reader on any day an update is available.
The upload only takes between 1 to 2 minutes. However, occasionally it can take
up to 10 or 15 minutes. That’s why it’s important to keep the card reader switched
on until the update is complete.
2.5 Passwords
Your Mobile PayWay access requires a secure login with a password and
username. The password can be changed via the PayWay website or mobile app
at any time.
You are responsible for protecting this password against unauthorised use. If you
do not know or have forgotten the password you’ll need to request a reset via the
Mobile PayWay app or website.
2.6 Multiple card reader users
Mobile PayWay is capable of supporting multiple user IDs. When setting up new
users, you can select from any combination of 3 levels of transaction access and
2 levels of administration access.
Transaction access
• Take payment
• View payments and refunds
• Refund transactions
Mobile PayWay User Guide 9
Administration access
• Administer surcharges, order card readers and request limit increases
• Administer users – Allows ‘admin’ rights to setup new users, change user
information and reset passwords
3.0 The mobile app
3.1 Signing in to the mobile app
CARD READER/MOBILE APP DISPLAY PROCEDURE
Open the Mobile PayWay app on your
smartphone or tablet.
Enter Login Name and Password.
After successfully signing in, the
Home screen displays.
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3.2 Pairing the card reader
CARD READER/MOBILE APP DISPLAY PROCEDURE
Press and hold power button (1) on
the card reader for up to 5 seconds
until display turns on and the start-up
procedure commences.
The card reader is ready to continue
when the Bank logo is displayed on
screen.
From the Home screen, select
‘Pair card reader’.
The ‘Pair microPay’ screen displays
a list of all card readers in range and
ready for pairing.
To continue, select the card reader
you wish to pair to your smartphone
or tablet.
Where multiple devices are visible,
match the serial number displayed
on screen to the serial number fi xed
to the back of the card reader to
continue.
Mobile PayWay User Guide 11
Home screen displays. Status bar at
the top will update within 60 seconds
confi rming the card reader is
connected.
4.0 Procedures
4.1 Inserting a chip card
Chip card should be inserted into the chip card reader (located below the keypad)
and left there for the duration of the transaction.
1. Check the card reader is
displaying the message
INSERT/SWIPE CARD.
2. Hold the card face-up with the
chip towards the card reader.
3. Insert the card as far as it will
go into the reader and continue
processing the transaction.
4. Leave the card in the card reader
until prompted to remove.
5. If there is an error with reading
the chip on the card, the card
reader may prompt you to
remove and re-insert or swipe
the magnetic strip on the card.
12 Mobile PayWay User Guide
4.2 Swiping a magnetic stripe card
The magnetic stripe reader is located on the top of the card reader.
1. Check the card reader is
displaying the message
INSERT/SWIPE CARD.
2. Hold the card upside-down
with the magnetic stripe facing
backwards.
3. Swipe the card smoothly through
the card reader, in either direction.
Ensure the whole magnetic stripe
is swiped through the reader.
4. If there is no response from the
card reader, or CARD ERROR
message is displayed, swipe the
card again. You might need to
swipe faster or slower.
5. If you swipe a chip card the card
reader may beep and prompt you
to insert the card.
Mobile PayWay User Guide 13
5.0 Transaction procedures
5.1 How to process a sale
CARD READER/MOBILE APP DISPLAY PROCEDURE
Select ‘Take a payment’ from the
Home screen.
Enter the transaction amount and
optional reference fi eld, then select
‘Continue’.
14 Mobile PayWay User Guide
The app will show a mirror of the
message displayed on the card
reader.
Swipe or insert chip card.
Refer to:
• Section 4.1 for more about
Inserting a chip card.
• Section 4.2 for more about
Swiping a magnetic stripe card.
Press soft key for the relevant
account type.
Mobile PayWay User Guide 15
If prompted to accept surcharge,
request cardholder to select ‘Enter’
to continue, otherwise cancel the
transaction.
When prompted, have the cardholder
key in their PIN and press ‘Enter’.
Note: Entering a PIN is mandatory for
all transactions.
The terminal is connecting to the
Bank to process the sale.
If a chip card was inserted, and is yet
to be removed, the prompt ‘Remove
Card’ will appear.
Transaction confi rmation appears
on screen.
Before completing the sale, check
that the transaction was approved.
If the transaction is declined, the card
reader will display an error code. The
explanation is available in Section 9.2,
Error Codes.
16 Mobile PayWay User Guide
To send a receipt to the cardholder
via email.
Enter cardholder’s email address and
select ‘Email receipt’.
The ‘Sent’ confi rmation screen will
display.
Mobile PayWay User Guide 17
Approved purchase receipt
The following is an example of the email receipt that will be sent to the cardholder
upon selecting the ‘Email receipt’ button.
Sample merchant payment receipt
We have processed your payment of AUD 1.08. Approved
Payment Reference: Invoice 001 Transaction Date/Time: 04 Apr 2014 15:48 EST
Settlement Date: 04 Apr 2014
Card Number: 000000...000 Receipt No: 1111111111
Card Type: Transaction Source: Mobile Card Reader
Account Type: Credit
Merchant Id: 11111111 Transaction Amount: AUD 1.08
Transaction Type: Sale
Merchant Details
Merchant Name: Sample Merchant
Address: Level 7
182 Sample Street
Sydney, NSW 2032
Phone: 0411 111 111
Email: [email protected]
#iCIS_1111111111
18 Mobile PayWay User Guide
5.2 How to process a refund
Refunds can only be processed to the same card as used on the original
transaction.
CARD READER/MOBILE APP DISPLAY PROCEDURE
Select ‘Give refund’ from Home
screen.
Enter the transaction amount and
optional reference fi eld, then select
‘Continue’.
Mobile PayWay User Guide 19
The mobile app mirrors the message
displayed on the card reader.
Swipe or insert chip card.
Refer to:
• Section 4.1 for more about
Inserting a chip card.
• Section 4.2 for more about
Swiping a magnetic stripe card.
Press soft key for the relevant
account type.
When prompted, have the cardholder
key in their PIN and press ‘Enter.’
Note: Entering a PIN is mandatory for
all transactions.
The card reader is connecting to the
Bank to process the sale.
If a chip card was inserted and is yet
to be removed, the prompt ‘Remove
Card’ will appear.
20 Mobile PayWay User Guide
Transaction confi rmation appears
on screen.
Before completing the refund, check
that the transaction was approved. If
declined, the card reader will display
an error code. An explanation is
available in Section 9.2, Error codes.
To send a receipt to the cardholder
via email.
Enter cardholder’s email address and
select ‘Email receipt’.
The ‘Sent’ confi rmation screen will
display.
Mobile PayWay User Guide 21
Approved refund receipt
Sample merchant payment receipt
We have processed a refund of AUD 2.00. Approved
Payment Reference: Invoice 002 Transaction Date/Time: 09 Apr 2014 15:08 EST
Settlement Date: 09 Apr 2014
Card Number: 000000...000 Receipt No: 1111111111
Card Type: Transaction Source: Mobile Card Reader
Account Type: Cheque
Merchant Id: 11111111 Transaction Amount: AUD -2.00
Transaction Type: Refund
Merchant Details
Merchant Name: Sample Merchant
Address: Level 7
182 Sample Street
Sydney, NSW 2032
Phone: 0411 111 111
Email: [email protected]
#iCIS_1111111111
22 Mobile PayWay User Guide
6.0 Reporting functions
6.1 Card reader settlement
Transactions completed before 6pm (Sydney time) will automatically be settled to
your nominated St.George bank account that day.
6.2 How to review your dashboard
CARD READER/MOBILE APP DISPLAY PROCEDURE
Enter Login Name and Password and
select ‘Sign in’.
The Home screen dashboard
displays the:
• Remaining dollar value of your
allocated monthly transaction limit
• Date and time at which this limit
will reset
Mobile PayWay User Guide 23
6.3 How to review the last 20 transactions and send email receipts
CARD READER/MOBILE APP DISPLAY PROCEDURE
Select ‘Last 20 transactions’ from
the Home screen.
A summary of the last 20 transactions
will be displayed, along with their
approval status.
Select the desired transaction to view
in more detail.
24 Mobile PayWay User Guide
Full transaction data and
receipt displayed.
To send a receipt to the cardholder,
enter the cardholder’s email address
and select ‘Email receipt’.
If needed, you can also refund the
amount of the transaction being
viewed by selecting ‘Give refund’ and
following instructions from Section
5.2 How to process a refund.
Mobile PayWay User Guide 25
6.4 How to review and resend a specifi c transaction
WEBSITE DISPLAY PROCEDURE
Sign in to Mobile PayWay via
www.payway.stgeorge.com.au
Select ‘Search’ from left hand menu.
There are 3 ways to search for
specifi c transactions:
• By date
• Cardholder reference number
entered on the transaction or
receipt
• Card number and total transaction
amount
26 Mobile PayWay User Guide
Select the specifi c transaction from
the search results displayed.
Full transaction information is
then displayed.
If a receipt is required by a
cardholder, enter their email address
and select ‘Send’.
Mobile PayWay User Guide 27
6.5 How to review the audit history
This function allows operator to review all changes.
WEBSITE DISPLAY PROCEDURE
Sign in to Mobile PayWay via
www.payway.stgeorge.com.au
Select ‘Audit History’ from the left
hand menu.
A detailed list of all activity displays
on screen.
Select ‘Print Audit History’ if a
printout is required.
28 Mobile PayWay User Guide
7.0 Additional Mobile PayWay features
7.1 Merchant information
WEBSITE DISPLAY PROCEDURE
Select ‘Administration’ from the left
hand menu.
Select ‘Merchants’ from the listed
options.
Mobile PayWay User Guide 29
Select ‘View’.
Your merchant information will display
on the screen.
30 Mobile PayWay User Guide
7.2 Merchant surcharge
You may add a surcharge depending on the type of card used or transaction.
It’s automatically calculated as a percentage and is added as a separate entry on
the receipt.
Surcharges only apply to credit card transactions.
Note: The surcharge must be limited to the reasonable cost of accepting the
transaction.
WEBSITE DISPLAY PROCEDURE
Select ‘Administration’ from the left
hand menu.
Select ‘Surcharges’ from the listed
options.
Mobile PayWay User Guide 31
Update surcharge fi elds for each
card type to the appropriate rate,
and select ‘Save’.
A summary of surcharges applied
is displayed.
32 Mobile PayWay User Guide
7.3 User administration
7.3.1 How to set up a new user
WEBSITE DISPLAY PROCEDURE
Select ‘Administration’ from the left
hand menu.
Select ‘Users’ from the list of options.
Mobile PayWay User Guide 33
Select ‘Create New User’.
• Enter the new user details
• Select user tasks as required
• Enter your password and select
‘Save’
The new user’s details and temporary
password are displayed (or emailed
to the new user if that option was
selected).
34 Mobile PayWay User Guide
7.3.2 How to edit an existing user
WEBSITE DISPLAY PROCEDURE
Select ‘Administration’ from the
left hand menu.
Select ‘Users’ from the list of options.
Mobile PayWay User Guide 35
Select user, then ‘Edit’.
• Update user details as required
• Enter your password and select
‘Save’
Full list of users is displayed, along
with any updated details.
36 Mobile PayWay User Guide
7.3.3 How to reset another user’s password
WEBSITE DISPLAY PROCEDURE
Select ‘Administration’ from the
left hand menu.
Select ‘Users’ from the list of
available options.
Mobile PayWay User Guide 37
Select user then ‘Reset Password’.
Confi rm User Password Reset screen
displays:
• Select ‘Email password to user’
if required
• Enter your password and select
‘Save’
A summary screen displays
temporary password, or a note
confi rming it has been emailed to
the user.
38 Mobile PayWay User Guide
7.4 Change my details
WEBSITE DISPLAY PROCEDURE
Select ‘Administration’ from the
left hand menu.
Select ‘Change My Details’ from the
list of available options.
Mobile PayWay User Guide 39
Update details as required.
Enter password and select ‘Save’.
A confi rmation screen summarising
changes is then displayed.
40 Mobile PayWay User Guide
7.5 Change password
WEBSITE DISPLAY PROCEDURE
Select ‘Administration’ from the
left hand menu.
Select ‘Change Password’ from the
list of available options.
Mobile PayWay User Guide 41
Complete all fi elds and select ‘Save’.
A confi rmation screen displays
saved changes.
42 Mobile PayWay User Guide
7.6 Change security questions
WEBSITE DISPLAY PROCEDURE
Select ‘Administration’ from the
left hand menu.
Select ‘Security Questions’ from the
list of available options.
Mobile PayWay User Guide 43
Update your 2 security questions and
answers as needed.
Enter your password and select
‘Submit’.
• A confi rmation screen displays any
saved changes to your security
questions and answers.
44 Mobile PayWay User Guide
7.7 Forgotten password
CARD READER/MOBILE APP DISPLAY PROCEDURE
Select ‘Password’ fi eld.
Select ‘Forgot?’ icon next to
‘Password’ fi eld to continue.
Mobile PayWay User Guide 45
Enter the email address registered to
Mobile PayWay.
Enter verifi cation code then select
‘Continue’.
A security question will display.
Enter the appropriate answer then
select ‘Submit’.
46 Mobile PayWay User Guide
A message will display confi rming
that a temporary password has been
emailed to you.
7.8 Request a limit change
CARD READER/MOBILE APP DISPLAY PROCEDURE
From the ‘Home’ screen, select
‘Settings’.
Mobile PayWay User Guide 47
Select ‘Request limit change’.
Enter ‘New total limit’.
Include reason for the change
(optional) then select ‘Submit’.
You will receive an email confi rming
the outcome of your request.
48 Mobile PayWay User Guide
7.9 Order additional card readers
CARD READER/MOBILE APP DISPLAY PROCEDURE
From the Home screen select ‘Order
card readers’.
Select ‘Number of readers’ required.
Check that mailing address is correct
then select ‘Submit’ to continue.
Mobile PayWay User Guide 49
8.0 Minimising fraud
At St.George we take fraud very seriously, and you should too. Credit card fraud
can cost your business signifi cant amounts of money and time to remedy. This is
why we believe it’s essential for you to have a sound understanding of credit card
fraud, how it can be detected and, more importantly, how it can be prevented.
We have included information in the Mobile PayWay Terms and Conditions to help
combat credit card fraud. Refer to the section entitled: ‘Protecting business against
credit card fraud’.
We strongly urge you to read this document carefully. Additional fraud prevention
articles are available at www.stgeorge.com.au/business/payment-solutions/
merchant-support/fraud-protection
9.0 Troubleshooting
9.1 Hardware faults
Hardware faults action
No response from card reader
1. Check your card reader has battery power by connecting a power cable.
2. Power off the card reader for 10 seconds.
3. Power the card reader back on.
4. Retry the transaction.
5. Call Merchant Business Solutions if problem persists.
Device not reading cards
1. Re-insert/swipe the card as per instructions in Section 4.
2. If there is still no response, power off card reader for 10 seconds.
3. Power the card reader back on.
4. Attempt transaction again.
5. Call Merchant Business Solutions if problem persists.
50 Mobile PayWay User Guide
9.2 Error codes
CODE DISPLAY CAUSE⁄ACTION
00 Approved • The transaction has been approved.
01 Contact bank • Contact Electronic Banking Service Centre.
• Obtain another form of payment.
03 Invalid PINpad • Contact Electronic Banking Service Centre.
• Obtain another form of payment.
04 Contact card issuer • Obtain another form of payment.
• Advise the cardholder to contact their card
provider.
05 Cannot pay • Obtain another form of payment.
• Advise the cardholder to contact their card
provider.
06 Cannot pay • Retry the transaction.
• Contact Electronic Banking Service Centre if
the problem persists.
12 Invalid transaction • Retry the transaction, selecting a different
account.
• If the transaction is declined again, obtain
another form of payment.
• Advise the cardholder to contact their card
provider.
13 Cannot pay • Obtain another form of payment.
• Advise cardholder to contact card issuer.
14 Contact card issuer • Obtain another form of payment.
• Advise the cardholder to contact their card
provider.
30 Format error • Power the card reader off and on and retry
the transaction.
• Contact Electronic Banking Service Centre
whilst the cardholder is present to confi rm if
the transaction has been processed correctly.
39 Wrong account • Retry the transaction, selecting a different
account.
• If the transaction is declined again, obtain
another form of payment.
• Advise the cardholder to contact their card
provider.
Mobile PayWay User Guide 51
CODE DISPLAY CAUSE⁄ACTION
41 Contact card issuer • Contact Key Auth Service.
• Press the option for extension 500.
43 Contact card issuer • Contact Key Auth Service.
• Press the option for extension 500.
51 Cannot pay • Obtain another form of payment.
• Advise the cardholder to contact their card provider.
52 Wrong account • Retry the transaction, selecting a different account.
• If the transaction is declined again, obtain another form of payment.
• Advise the cardholder to contact their card provider.
53 Wrong account • Retry the transaction selecting a different account.
• If the transaction is declined again, obtain another form of payment.
• Advise the cardholder to contact their card provider.
54 Cannot pay • Check the card expiry date.
• Obtain another form of payment.
• Advise the cardholder to contact their card provider.
55 Re-enter PIN • The cardholder has entered the wrong PIN.
• Retry the transaction with the correct PIN.
56 Contact card issuer • Obtain another form of payment.
• Advise the cardholder to contact their card provider.
58 Invalid transaction • Obtain another form of payment.
• Advise the cardholder to contact their card provider.
59 Transaction cancelled • Contact Electronic Banking Service Centre immediately.
61 Cannot pay • Obtain another form of payment.
• Advise the cardholder to contact their card provider.
62 Transaction cancelled • Obtain another form of payment.
• Advise the cardholder to contact their card provider.
52 Mobile PayWay User Guide
CODE DISPLAY CAUSE⁄ACTION
65 Cannot pay • Obtain another form of payment.
• Advise the cardholder to contact their card provider.
75 Cannot pay • Retry the transaction.
• If the transaction is declined again, obtain another form of payment.
• Advise the cardholder to contact their card provider.
90 Please retry • Retry the transaction.
• If the transaction is declined again, obtain another form of payment.
• Advise the cardholder to contact their card provider.
91 Issuer not available • Bank is unavailable; retry the transaction.
• Obtain another form of payment.
94 Cannot pay • Obtain another form of payment.
• Advise the cardholder to contact their card provider.
98 System error • Turn terminal off, then back on, and retry the transaction.
• Contact Merchant Business Solutions if the problem persists.
C9 NO EFT GATEWAY • The internet is not available on the smartphone or tablet.
• To verify internet connectivity, ensure that the smartphone or tablet can communicate by opening a website in a web browser.
• Obtain another form of payment.
CA NO RESPONSE • Retry the transaction.
• If the transaction is declined again, obtain another form of payment.
• Contact Merchant Business Solutions if the problem persists.
CE NO COMMS GATEWAY
• Contact Electronic Banking Service Centre.
S0 PINPAD BUSY • Turn terminal off, then back on, and retry the
transaction.
• Contact Merchant Business Solutions if the
problem persists.
Mobile PayWay User Guide 53
CODE DISPLAY CAUSE⁄ACTION
S3 OPERATOR TIMEOUT • Retry the transaction.
• Contact Merchant Business Solutions if the
problem persists.
S4 CARD DAMAGED • Retry the transaction.
• If the transaction fails again, obtain another
form of payment.
• Contact Merchant Business Solutions if the
problem persists.
S7 CANCELLED BY POS • The transaction was cancelled by the
Mobile PayWay app.
• Perform the transaction again if required.
S9 ACCOUNT ERROR
REFER
• Obtain another form of payment.
• Advise the cardholder to contact their card
provider.
SC EXCEEDS PINPAD
LIMIT
• Obtain another form of payment.
• Contact Merchant Business Solutions if the
problem persists.
SG NO REFUNDS / INIT
REQD
• Turn terminal off, then back on, and retry the
transaction.
• Contact Merchant Business Solutions if the
problem persists.
SH EXPIRED CARD • Obtain another form of payment.
• Advise the cardholder to contact their card
provider.
SM REVERSAL PENDING • Turn terminal off, then back on, and retry the
transaction.
• Contact Merchant Business Solutions if the
problem persists.
SP INVALID AMOUNT • Retry the transaction.
• Contact Merchant Business Solutions if the
problem persists.
SQ REFUND NOT
ALLOWED
• Retry the transaction.
• Contact Merchant Business Solutions if the
problem persists.
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© 2014 St.George Bank – A Division of Westpac Banking Corporation ABN 33 007 457 141 AFSL and Australian credit licence 233714. STGW2690 (04/14)
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` Visit stgeorge.com.au