Home > Credit Card Processing > Shift4 Credit Card Processing > Shift4 Troubleshooting > Shift4 Error Codes
T-RECORD NOT FOUND
Winsock Error 10060
Winsock Error 10061
Communication Errors Global Errors: Critical Global Errors: Non-Critical Pin Pad Errors Signature Capture Errors Offline Error Codes
For i4Go errors, see Shift4 i4Go V2 Errors.
These are examples of the 3 most common errors you will see related to Shift4:
ERROR MESSAGE:
(T-RECORD NOT FOUND)
This terminal is NOT setup for use
with the credit card interface!
You can access MENUS4CO by going to File > Special > Run Program by Name and typing in MENUS4CO. This error can also occur for customers using Worldpay and in that case the terminal setup is done in MENUEPCO.
The following errors are being returned by Microsoft's Winsock control. However, the error code is the same as Shift4's.
Winsock error 10060 The attempt to connect timed out
Press <Ok> to retry.
WSAETIMEDOUT 10060 Connection timed out. A connection attempt failed because the connected party did not properly respond after a period of time, or the established connection failed because the connected host has failed to respond.
This error is typically caused by the UTG not running, port redirection by a router or a firewall blocking the port.
Winsock error 10061 Connection is forcefully rejected
Error details from Microsoft: WSAECONNREFUSED 10061 Connection refused. No connection could be made because the target computer actively refused it. This usually results from trying to connect to a service that is inactive on the foreign host—that is, one with no server application running.
This error is typically has the same cause as error 10060, above. Follow the same procedures.
If you experience an error while processing a credit card, this list may help you pinpoint the cause.
These errors are generated by Shift4, and they can best provide you with specific details. Shift4 contact information: https://www.shift4.com/contact-support.
Communication Errors
Global Errors: Critical
Global Errors: Non-Critical
Pin Pad Errors
Signature Capture Errors
Offline Error Codes
Communication errors are generated when the connection between Shift4 (on the internet) and the UTG (usually on your server) fails or is compromised.
* Error Codes that Cause the UTG to Use Its Offline Feature. Offline Error Codes
PRIMARY ERROR CODE
SECONDARY ERROR CODE
SHORT ERROR MESSAGE
LONG ERROR MESSAGE
CAUSE/SOLUTION
1001 *
0
<Processing Service> UNAVAILABLE
No connection to processor
No connection available to processor. Call Shift4 if problem persists.
[Proc] DOWN may vary
depending on failure
2XXX
<Varies, depending on failure>
Communication failure to processor
Communication failure with processor. Call Shift4 if problem persists.
9033 *
TRAN TIMEOUT
Shift4 Client Socket Timeout
Connection problem between vendor software and the UTG. Check network connectivity between the POS application and the UTG.
Call Shift4 if problem persists.
9901
HOST ERR
UTG no client connection
No connection to Shift4 data centers. Restart the UTG or
9902
TIMEOUT
Timeout waiting for response from Secure NCIS <National Check Network>
Transaction timeout. Retry transaction. Call Shift4 if problem persists.
9951 *
RESPONSE TIMEOUT
Timeout waiting for response across the internet
Transaction timeout at data center or processor.
Retry transaction. Call Shift4 if problem persists.
9957
NO CLIENT
UTG client is not ready
No connection to the Shift4 data center.
Restart the UTG or call Shift4 if problem persists.
9960 *
INTERNET FAILURE
Transaction timeout with processor
A transaction timeout between the processor and Shift4 data centers has occurred.
Verify internet connectivity and contact your internet provider and Shift4, if necessary.
9961 *
Transaction timeout <location>
Transaction timeout between location and Shift4 data center. Shift4 Error 9961 Verify internet connectivity and contact your internet provider and Shift4, if necessary.
9964 *
UTG Internet failure
or
Internet Service Provider Failure
The UTG connection is unable to contact the Shift4 data center. Shift4 Error 9964
10060
COMMUNICATION FAILURE
UTG Service failed to respond
The TCP/IP connection to the UTG service failed. Please check your firewall settings and be sure that the ports used by the UTG are opened. Make sure either the UTG Service or the 'Stand Alone' is running. NEVER RUN BOTH. Tip: Test UTG Connection with Telnet
10061
The TCP/IP connection to the UTG service was rejected. Please check your firewall settings and be sure that the ports used by the UTG are opened. Make sure either the UTG Service or the 'Stand Alone' is running. NEVER RUN BOTH. Tip: Test UTG Connection with Telnet
91XX
(9101, 9102, etc.)
<Response varies, depending upon error>
Host Error
Processor host error. Call Shift4 if problem persists.
9401 *
DB NO RETURN
Credit (Returns) cannot be processed for Debit cards
Some processors do not support debit refunds. Call Shift4.
9803
INVALID MID
Invalid Shift4 merchant ID or card type not configured for merchant.
The merchant ID is not recognized by Shift4. Confirm POS software is sending correct Shift4 MID and check the UTG configurations. Call Shift4 if problem persists.
INVALID CK
Checks CK for Merchant ID not found
Check verification not configured for merchant. Call Shift4 regarding check support.
Merchant Id is zero
POS software is sending ‘0’ as merchant ID. Invalid merchant ID. Call Shift4 if problem persists.
INVALID DCC
Dynamic Currency Conversion for Merchant Id not found
Dynamic Currency Conversion not configured for merchant. Call Shift4 regarding Dynamic Currency Conversion support.
9822
Checks CK for merchant not found
Resolve connectivity issues and retry.
9839
DB OFFLINE
Your merchant database is currently offline. Please try again or contact Shift4.
Merchant database is offline. Call Shift4 for assistance.
9840
OVERFLOW
UTG must enable large API requests
Call Shift4 to enable.
9842
NOT IN CARD RANGE
Card type not recognized
Card type not recognized for merchant. Use a different card for payment or Call Shift4 for support.
INVALID CARD
Card is invalid– garbage found
Invalid card number. Card number data is non-numeric. Call Shift4 if problem persists.
CardSwipe is invalid– garbage found
Card type does not start with the expected card range.
NOT IYC
Card type is not It’s Your Card
Attempting a gift card transaction on a non-gift card account.
9844
I/O ERROR
Record not posted
9845
UNIQUE ID ERR
Can’t specify card information when using unique identifier
The Unique ID is being supplied in card information. UniqueID = Tokenized Card ID
9846
BAD UNIQUE ID
Unique Identifier not found for Merchant
Shift4 has no record of the Unique ID number being sent by merchant. UniqueID = Tokenized Card ID
1
IMPOSSIBLE
Received a unique identifier on a database without the column defined?
Call Shift4 for assistance. UniqueID = Tokenized Card ID
9864
TERMINAL AUTHENTICATION ERROR
(A2) NOT ACTIVATED
There may be an issue with the TAC (Terminal Authentication Code). This code is used for authentication between Shift4 and your merchant service provider. Please contact both Shift4 and your merchant services provider to determine if the TAC is correct or needs to be rekeyed or refreshed.
9876
Generic test host error
Host error generated on the test system. NOTE: Error only occurs on Shift4 test host.
NO HOST
<Text regarding processor varies> Not connected.
Processor not available.
Call Shift4 for assistance.
EXCH KEYS NDC ONLY
NDCKeyChange not configured for NDC debit Mid
POS integration problem.
9979
BAD FUNC
IMMEDIATE CREDIT supported only by It’s Your Card
Processor does not support Shift4’s It’s Your Card (IYC) immediate credit capability. Batch must be settled before refund can be credited.
9998
<Text varies>
Unclassified error
Error has not been classified as of yet.
Please contact Shift4 Support if problem persists.
9999
9101
ALREADY ACTIVE
Card has already been activated
Gift card activation is unnecessary as gift card is already activated.
(Not the same as 9101 Host Error)
9034
INVALID API Sig
Invalid API Signature. Expecting ‘$’
API Signature field does not contain ‘$.’ Confirm software is sending ‘$’ in the API Signature field.
9035
INVALID API Fmt
Invalid API Format
API Format field does not contain ‘0.’ Confirm software is sending ‘0’ in the API Format field.
9036
APIInvData
Invalid data in API request
Transaction request contains invalid data. Correct data and retry transaction.
9037
APIInvFunction
Invalid API Function request
API Function Request Code does exist. Confirm software is sending correct FRC for transaction request.
9402
NEED TRACK2
Debit transactions require a track2 swipe.
Debit transactions require Track 2 data. EBT transactions require Track 2 data or must be manually keyed.
TRACK 1 N/A
EBT/Food transactions require a track2 swipe or manual keyed
NOT A DEBIT CARD
Debit transaction cannot be processed with this card
Debit not allowed for the account. Seek different form of payment and retry transaction.
Function not supported in offline mode
Debit not supported in offline mode
This error will appear when the UTG is in Offline Mode, and a request is attempting to process that requires an active internet connection to be performed. Generally speaking, only authorization and settlement requests can be performed during Offline Mode. Shift4 Error 9775
Debit transactions cannot be performed during offline mode.
9804
No merchants after <Merchant number>
No more DBA records.
9805
No merchants before <Merchant number>
No more prior DBA records.
9811
BAD TRAN
Invalid Transaction ID
Transaction ID not found in database.
Bad Transaction Id <Transaction ID number>
9815
NO INV
Invoice not found
Invoice number not found in database.
This can happen on a void when the provided invoice number isn't found by Shift4. In POS, Execu/Tech provides the check number appended with the sequence number of the payment (1 - 4).
9820
LUHN FAIL
Card doesn’t pass luhn check
Account number did not pass Luhn
MOD 10 check. Card is possibly invalid.
Checks not configured for merchant.
Check verification not configured for merchant.
Call Shift4 regarding check support.
9824
INVALID INVOICE
Invoice is invalid – not numeric
Invoice number contains non-numeric data. Correct data and retry transaction.
9825
UNKNOWN REQUEST
Unknown function request “XX.”
API Function Request Code does not exist. Confirm software is sending correct FRC for transaction requested.
UNRECOGNIZED
Unrecognized function request
9836
CARD < > SWIPE
Card track swipe data does not match card number
Card number in track data does not match data in card number field.
CARD MISMATCH
Can’t Change Cards- Split tender is required
One card is being used for authorization and another for settlement on the same transaction.
9837
BAD EXPIRATION
Invalid Exp Date
Expiration date not valid.
EXPIRED CARD
This card has expired
Card has expired.
9838
AMT EXCEEDED
Amount Exceeded $99,999.99
Amount exceeded $99,999.99. Cannot process transactions greater than $99,999.99.
You might try splitting this into multiple smaller transactions.
The Shift4 UTG Service is Offline Mode (not communicating with Shift4's servers) and the transaction’s amount is above the Stand-in Limit Amount set on the Offline Mode tab in TuneUp or Shift4 Command Center.
Shift4 Documentation
You may be having network or internet problems.
9841
CURRENCY ERR
Can’t change currency code on existing transactions.
Unable to change currency code. Retry transaction without changing currency code on settle or reauthorize transaction in intended currency.
9466
NO PIN DATA
S66 request failed
Possible hardware failure. Retry transaction.
9470
No raw pin data from S70
Retry transaction.
NOT TRACK 2
NDC debit requires track2 data
The clerk at the POS did not swipe the card before initiating a debit transaction. All debit transactions require Track 2 data. Retry transaction and swipe card.
NO PINPAD SER#
NDC no pin pad serial number
Configuration problem with the PIN pad device. Retry transaction or replace PIN pad hardware.
UNSUCCESSFUL
S70 Request failed
The transaction failed. Retry the transaction.
2
S70 Request Timeout no data.
Customer did not enter PIN number. Retry transaction and have customer enter PIN number.
3
CANCELED
S70 Request was canceled
Transaction canceled by customer.
4
CORR PRESSED
S70 Request Correction Key Pressed
Customer pressed correction key and canceled the transaction. Correct and retry transaction.
6
INV ACCT
S70 Request invalid account number length
Invalid account number or card is not good. Use a different card.
100
NO ACCT TYPE
Unknown account type
Account type selected not expected or unknown account type. Retry transaction and select correct account type.
999
UNKNOWN RESP
S70 Request unknown response
The transaction failed. Retry transaction.
9471
NO RESP PINPAD
S71 Request failed no response from pinpad
Communication problem with the PIN pad device. Check the PIN pad device.
S71 Request failed
7
MAC NOT VER
S71 MAC did not verify
9
NO MAC BLK
S71 No MAC block
16
KEYLOAD FAILED
S71 New working key load failed, revert successfully to the previous working keys set
98
S71 New working key load failed, cannot revert to the previous working keys
998
S71 No response from pin pad
9501
TX PINPAD ERR
TX PINPAD ERROR
There are communication problems between the UTG/UTG Stub and the PIN pad device. Check the connection to the PIN pad device.
TX FAIL TO DEVICE
Failed to send packet to device
RX PINPAD ERR
RX PINPAD ERROR
TRAN Cancelled
No pin entered
INVALID INPUT
INVALID INPUT FROM CUSTOMER
Customer pressed an unrecognized button on the PIN pad device. Retry transaction.
No UKPT Key
Device not seeded
The PIN pad device was not injected correctly. Contact your MSP to inject the PIN pad device.
TO MANY PIN TRANS
One Million Trans Proc
Retry transactions.
NO INPUT FROM CUST
NO INPUT FROM CUSTOMER
The transaction failed due to no input from customer in the specified time.
20
UNABLE TO READ CARD
UNABLE TO READ CARD DATA
Card reader is bad or dirty. Retry transaction. Clean or replace card reader if problem persists.
9551
CANCELLED
Transaction cancelled by user
The transaction was cancelled by the user. No resolution.
NO PIN
NO PIN was entered by cardholder
Customer did not enter PIN. Retry transaction and have customer enter PIN.
9601
No PIN entered by customer
9843
NEED SWIPE
PLEASE SWIPE CARD
A card swipe is required to perform the transaction. Retry the transaction with a card swipe.
9898
MAC ERROR
HOST MAC ERROR
An encryption problem occurred. Retry the transaction.
9899
POS SEQ INV
POS SEQ OUT OF SYNC
Sequence number is out of sync with the processor. Retry the transaction.
9956
TID NO PINPAD
Terminal ID XXXXXX not configured for any PIN Pad
The UTG does not have a device configured with a Terminal ID (TID) that matches the TID that the Point of Sale (POS) is sending. The error message itself will identify what TID the POS is sending. Shift4 Error 9956
Additional information can be located in the UTG Installation and Configuration Guide.
Call E/T support and Shift4. We may be able to resolve this, but you may also need to contact Shift4 if the API Terminal ID needs to be changed or if the PIN Pad isn't communicating. This is a Shift4 error, and they may be able to help.
000
NDC KEY EXCH FAILED
NDC Key request failed
The key exchange failed. Retry transaction.
The transaction failed due to no input from customer in the specified time. Retry transaction.
NO SIGNATURE
SIGNATURE NOT CAPTURED
Transaction still approved. Signature not captured electronically. Obtain the customer’s signature by hand.
If the Shift4 UTG service is in the offline mode, contact Shift4 to troubleshoot.
If you get a similar error when using i4Go, the error may be preceded by "299". For example, error 1001 might appear as 299,1001.
The following error codes will trigger the UTG to use its offline feature (i.e., go offline for at least 30 minutes after receiving one failure in 30 seconds):
Related Pages:
Shift4 i4Go V2 Errors
Publish Draft