Quick Troubleshooting for H&L Pay

Quick Troubleshooting

for H&L Pay

About

This guide provides additional clarification and quick troubleshooting steps to help you resume operations when issues occur with H&L Pay. It covers issues related to:

H&L Pay direct integration issues
Exceed errors for H&L Pay direct integration
H&L Pay Pay@Table integration issues
H&L Pay other functions

If the steps in this guide do not resolve your issue, or if the issue occurs regularly, please contact the H&L Support team for further assistance. You can log a support ticket via:

Phone: 1800 778 340
Email: support@hlpos.com
Chat: Live Chat
Client Portal: Click the Submit a Ticket button above.

H&L Pay direct integration issues

Problem	Solution or workaround
No payment terminals are working	Confirm that the H&L server is running. Start or restart the H&L Sysnet – Payment Service on the H&L server. For instructions on managing services, see: Managing Windows services. Confirm that POS terminals are online. If all are offline, there may be a venue-wide network issue. Reconnect the network cable to the server and ensure it is securely connected to the wall outlet or network device. Restart the H&L server.
One payment terminal is not working	Confirm that the paired POS terminal is online. If it is offline: Reconnect the network cable to the POS terminal and check the connection to the wall outlet or network device. Restart Exceed. Restart the payment terminal. For device-specific instructions, see: How to Use H&L Pay - Payment Terminals. Re-pair the payment terminal: From the Exceed logon page, tap the H&L Logo, enter your ID, tap Enter Manager ID, then tap Setup Exceed. Select Setup H&L Pay, then tap Logon. [Reference visual]
Payment terminal not working after being moved to another POS terminal	From the Exceed logon page, tap the H&L Logo, enter your ID, tap Enter Manager ID, then tap Setup Exceed. Select System Options. Select the Devices button at the bottom, then expand the EFTPOS heading. Confirm or set the EFTPOS Interface to H&L Pay. If changes made, tap Update & Save. Return to Setup Exceed. Select Setup H&L Pay. Leave the Terminal IP field blank. Add or update the POI Terminal Identifier using the format: Payment Terminal Model – Payment Terminal Serial Number (e.g. V400m–57682837194). Tap Logon. [Reference visual] For device-specific instructions, see: How to Use H&L Pay - Payment Terminals.
Payment error messages	For POS terminal errors, see the table below. For payment terminal error codes, see: Terminal API refusal reasons – Adyen Docs.

Exceed errors for H&L Pay direct integration

Error message	Possible cause
Cancel Reason: 108 Shopper cancelled tx!	The customer cancelled the payment on the payment terminal. The payment was declined.
Refusal Reason: 123 offline declined!	A cashout sale was attempted using a credit card, which is not supported.
Refusal Reason: 228 Card expired!	The card used for payment was expired.
Network Error	The payment terminal is turned off or not connected to the network, or paired to the POS terminal.
Timeout Reached	No action was taken on the payment terminal, or the transaction timed out due to a delay in processing.

H&L Pay Pay@Table integration issues

Problem	Solution or workaround
No payment terminals are working	Confirm that the H&L server is running. Start or restart the H&L Sysnet – Payment Service on the H&L server. For instructions on managing services, see: Managing Windows services. Confirm that POS terminals are online. If all are offline, there may be a venue-wide network issue. Reconnect the network cable to the server and ensure it is securely connected to the wall outlet or network device. Restart the H&L server.
One payment terminal is not working	Restart the payment terminal. For device-specific instructions, see: How to Use H&L Pay - Payment Terminals.
Payment terminal returns to main screen after entering user ID (no error)	The User ID entered is invalid. Confirm in Users that you are using a valid User ID, not a proxy ID. Start or restart the H&L Sysnet – Payment Service on the H&L server. For instructions on managing services, see: Managing Windows services.
Error: Table not found Table:XX	The table number entered does not exist. Check Exceed to confirm the correct table number. The table may already be paid or have no outstanding balance. Start or restart the H&L Sysnet – Transaction Export Service on the H&L server.
Payment times out on Exceed, but is approved on payment terminal	This can occur if the customer does not interact with the payment terminal for an extended period after being prompted to tap, swipe, or insert their card. If this occurs, use a bypass integrated EFTPOS or "MOTO" finaliser key to manually process the approved payment through Exceed. For setup instructions, see: Creating an Exceed MOTO finaliser key. To reduce the likelihood of this issue, cancel the pending payment and restart the Pay@Table payment process if the customer does not initiate payment within one minute.

H&L Pay other functions

Function	Solution
Payment terminal passcodes	There are three passcodes that may be required to access specific functions on the payment terminal: Settings passcode – Required to access configuration and network settings. Transactions passcode – Required to reset totals (settlement) and access some transaction functions. Refund passcode – Required to process refund transactions from the terminal. Venue management should have been provided with these passcodes. Contact H&L Support to confirm passcodes if needed.
Confirm payment terminal Wi-Fi, 4G, and Cloud connectivity	To quickly check connectivity, view the top bar of the payment terminal screen: Look for a Wi-Fi icon to confirm Wi-Fi connectivity. Look for a 4G icon to confirm 4G connectivity is in use. Look for a Cloud icon to confirm the payment terminal can communicate to H&L. [Reference visual] For detailed network settings: Tap the Settings icon (or press 9 > Confirm). Select Network, then enter the Settings passcode when prompted.
Allowing cash out in Exceed	The following Exceed Device options must be enabled or configured: EFTPOS > Allow EFTPOS cash out – Set to enabled. EFTPOS > Maxiumum amount cash out – Default is $100 (adjust as needed). To allow cashout without a purchase: Add a Fast EFTPOS finaliser key to the POS keyboard. Set the key with the following parameters: – Caption: "Cash Out" or another logical name. – Card type = 0 – Amount = 0 – Cashout = 1 Save the changes, then perform a Reset Exceed database from the POS terminal. For more information on setting up Exceed keyboards, see the Sysnet Training Manual.