Payment Card PIN Pad problems

The PIN Pad is a robust unit requiring little maintenance once setup.

  • If the PIN Pad screen is blank, make sure it is plugged in to a live power source.

Defective or damaged PIN Pads have to be returned to Mercury Payments for repair.

Phone: 800-846-4472 or 970-247-5557 for tecnical support with these units.

Please ensure that the problem does reside on the PIN Pad unit and not on the PC or in the software configuration.  Contact Technical support for verification.

Inform the contacts of the problem and give them the Serial Number on the back of the PIN Pad, along with your Merchant information and shipping address. 

 A replacement PIN Pad will be shipped immediately the team at Mercury are notified of the problem.

  • Debit PIN Pad problems can be caused by bad connections to the PIN Pad or a problem with the PC communications port configuration.
  • The Network and Internet have to be available before a PIN Pad can authorize a transaction.
    Check with your technical support if you are not sure of this.
  • Make sure the power connection to the PIN Pad (connector) on the serial port is plugged in and the PIN Pad display is alive.
  • We recommend that the Debit Pad is setup on COM 1.
  • PCI Serial and USB Serial Adapters are NOT recommended unless absolutely necessary.
  • The computer should have a static IP address on the LAN. 
  • You MUST have a business grade Internet service and a static IP assigned from your ISP.
  • Any firewalls or routers to the Internet should have that static internet IP Address setup.
  • Check that the COM Port for the PIN Pad is defined in the Lane configuration .
  • The DataCap NETePay application should be running on the same PC as the POS software, otherwise the Chip N PIN unit will not communciate with the Payment processor 
  • Make sure that the COM Port number that the Debit PIN pad is connected to is working and set to the same parameters as the PIN Pad for serial communications. 19,200 8N1 (Hardware Flow control)
  • When you first start the PIN Pad, just let it boot up without interfering in the boot up process.
  • It will eventually display ‘WELCOME\BONJOUR’.

Press the Cash Out button on the lane, and then touch the ‘PIN Pad Setup’ button.

 Manual Picture

Enter the Merchant ID of the PIN Pad in this section and Touch the Enter/Save button.

  • Try a PIN Pad Reset, then try a Key Exchange.  If the Key Exchange is successful then the PIN Pad is ready to go.
  • New installations will require a Parameters Download prior to a Key Exchange.
  • Please note - the first Debit or Credit transaction made after a Key Exchange may fail with a 'DECLINE'.  If that is the case, retry the approval process.

 Manual Picture