If an issue or error message appears, and is listed in the table below, follow the instructions in the table. If the problem is still not resolved, call Moneris Customer Care toll-free at 1-855-423-PAYD (7293).
|
Issue |
Solution |
|
“Unable to retrieve the Gift card information at the moment. Please try again.” error when trying to perform a transaction with a Moneris gift card (e.g., Balance Inquiry, Activation, Redemption etc.). |
Tap the OK button on this message, and try the transaction again. If the error persists, contact Moneris Customer Care toll-free at 1-855-423-PAYD (7293). |
|
“Error This card cannot be used for refund transactions” |
You have attempted to refund money to a gift card that has not been activated. Process the refund to another gift card, or refund to another tender type.
|
|
The gift card the customer is trying to redeem has a $0 balance. |
Perform a balance inquiry. If the gift card does have a $0 balance, it will need to be activated/reloaded before it can be redeemed.
|
|
The gift card does not have enough value to pay for an entire purchase. |
The customer needs to use another payment type for the remaining amount owed (called a Split-tender payment).
|
|
“Card already deactivated” error appears when trying to activate a gift card, or when performing a balance inquiry. |
Some types of gift cards are not able to be reloaded (based on your Merchant Agreement with Moneris). If a non-reloadable gift card has been activated and redeemed, it cannot be reloaded. Also, deactivated gift cards cannot be reloaded.
|