Error Codes

Generic:

Error message	Explanation	What the cashier must do
Invalid wiCode / wiCode not reserved  Invalid Token	The cashier entered a wiCode which resulted in a  invalid wiCode error	Re-enter the wiCode, if it still does not work log a call with Total Customer  Call Centre - 0860 111 111.
	wiCode was entered incorrectly	Re-enter the wiCode, if it still does not work log a call with Total Customer  Call Centre - 0860 111 111.
	wiCode has already been redeemed	Cashier to read the message displayed on POS to the customer. This message will also print on Till Slip
	wiCode expired	The customer must request a new wiCode from the campaign provider if  allowed. Reasons could be: Customers missed the validity period of the  campaign.
Voucher cannot be redeemed at current merchant.	wiCode is not valid to be redeemed at that store.	Ask the customer to refer to T’s & C’s of the campaign if limited to only certain stores. If your store is linked, log a call with the Total Customer Call  Centre - 0860 111 111 to get your store linked.
Voucher cannot not be redeem yet. Please check  voucher details for the validity period.	wiCode is not valid during the time period it was  planned to be used.	The customer refers to their campaign T’s & C’s to confirm the validity  period. The customer will be required to take it up with the campaign  provider
Coupon / Voucher cannot be redeemed. Required  product not in basket	No items in the customer’s basket matched the  product SKUs (Barcodes) setup in the coupon  campaign.	Customer to confirm that the product they are trying to get a discount is the  exact product according to campaign’s T’s & C’s. If it is confirmed that the exact product as communicated to customer is in the basket, escalate to ESO Masterdata to investigate further.
The basket amount is below/above the  minimum/maximum basket amount needed as per  campaign setup	A minimum or maximum basket amount is  required in order to qualify for the discount.	Customers must refer to the campaign T’s & C’s relating to the wiCode  received to see what this minimum or maximum basket amount is. If it is  confirmed, escalate to ESO Masterdata /wiGroup to investigate further.
No discounts available for customer basket.	No items in the customer’s basket is available for  a discount.	Customer to confirm that the product they are trying to get a discount is the  exact product according to campaign’s T’s & C’s. If it is confirmed that the exact product as communicated to customer is in the basket, escalate to ESO Masterdata to investigate further.
Voucher cannot be redeemed. Campaign has reached it's max redemption amount.	The campaign T's & C's will allow a voucher to be redeemed one time or multiple times.	Customers refer to their T's & C's and take it up with the voucher provider.
Cannot connect to wiGroup server	POS terminal can’t make a connection with the  wiGroup server	Check if the POS terminal is connected to the internet. Escalate to POS provider to check why POS terminal is not connected to the  internet
Store not linked to loyalty VSP	Loyalty can be earned for certain VSP's	Customer to refer to their T's & C's to check if your store is linked to the VSP's loyalty program. If they are, log a call with ESO Masterdata.
Store does not accept VSP	Customers may want to redeem a voucher or  make a payment with a mobile payment app  that is not linked to Total.	Customers refer to their voucher or mobile payment app T's & C's. If it  says they are linked then log a call with ESO Masterdata.
Timeout while waiting for VSP response	The value store provider like SnapScan is offline	Customer will need to try later

Error Messages Received on POS - SnapScan Specifically

Error Messages	What does it mean	What to tell the customer
CARD_VALIDATION_ERRORS
39 => 'No credit account' 57 => 'Transaction not permitted to cardholder'	The customes Card linked to SnapScan is  not enabled for online purchases, please  contact your bank to change this.	Contact SnapScan
57 => 'Transaction not permitted to cardholder'
15 => 'No such issuer',	SnapScan only accepts the following credit  card types: Visa, MasterCard.	Contact SnapScan
40 => 'Function not supported',	SnapScan is unable to process your card.  The card details loaded on SnapScan are     incorrect.	Contact SnapScan
	Customers' bank accounts may be closed.	Contact SnapScan
30 => 'Format error',	Customer is using a bank card not  supported by SnapScan	Contact SnapScan
14 => 'Invalid card number',	Bank is declining the customers card	Contact SnapScan or Issuing Bank
87 => 'Bad track information.'	Customer loaded their card details     incorrectly on the SnapSan App	Contact SnapScan
54 => 'Expired card',	Customer Card has expired	Contact SnapScan or Issuing Bank
59 => 'Suspected fraud'	Bank has flagged the card as having  suspected fraudulent transactions	Contact Issuing Bank
04 => 'Pick-up card',	Bank has reported the card as lost or stolen.	Contact Issuing Bank
68 => 'Response received too late',	Credit card payment failed	Contact SnapScan
01 => 'Refer to Issuer'	Bank is declining the customers card	They need to check their details loaded on the SnapScan App or  contact SnapScan directly.
51 => 'Insufficient Funds'	Insufficient funds.	Contact Issuing Bank
61 => 'Exceeds Withdrawal Limit'	Withdrawal limit exceeded.	Contact Issuing Bank
Any other card failure codes	Any other failure codes	Contact SnapScan or Issuing Bank