FAQ
Before reaching out to support, you might find the answer to your question in our FAQ section. We’ve compiled a list of common queries and their solutions to save you time.
1. Terminal blocked link
Start by updating terminal parameters:
Tetra
Menu -> Support(4) -> Terminal mgmt(3) -> Update parameters(1)
Axium
Tap the menu button and select “Update parameters”
If you get message “Perform end-of-day” when trying to update parameters you will need to contact support, they will be able to help you reset the terminal. If you successfully update settings, try making an End-of-day/Capture, to unblock the terminal.
2. Terminal will not accept my request. link
This can be a couple of different things, such as:
- Using the wrong endpoint for your terminal model, v1 for Telium Tetra, v2 for Axium
- Wrong terminal ECR Interface.
- Terminal has no IP-address.
- Wrong software version.
Check the network requirements and setup guide to make sure that your terminal is ready. If this doesn’t solve the problem contact support.
3. Transaction is Declined link
This could be an effect of the test environment, most transactions with a total amount of < 900,00 should be approved unless an unusual entrymode/verification method is used, i.e: Manually entered PAN or Signature verification.
4. Is my integration key unique? link
Yes and no, the integration key is unique to your application but all your merchants will share the same key. The key is distributed by the integration team and you send it to the terminal as a request header.
The key is used to see which merchants are using which integration and to facilitate config templates to make sure that a terminal only gets settings that are compatible with your application.
Contact us link
Customer support: +46(0) 101 066 000
Email: support.nordics@worldline.com
Integration related questions: integration.support@worldline.com