Troubleshooting tips

Most chip card payments will be straightforward, but some scenarios require retail staff to pay particular attention:

When the card does not have a chip
Not all cards have chips yet. Make sure your staff know how to accept these cards using the magnetic stripe reader or manual imprinter.
When the card has a chip, but the terminal does not ask for a PIN
Some customers may not have chip and PIN cards and so their card may prompt for a signature instead. Customers with disabilities that prevent them from entering or remembering a PIN may not be required to enter a PIN. Their card may prompt for a signature or they may have another way to prove their identity.
When the terminal has prompted for PIN entry but the customer cannot remember their PIN
You may still have the option to complete the sale – be sure you understand your company’s policy, and that of your acquiring bank, on accepting such transactions.

You also have the option to ask the customer for another form of payment.
When the chip is not working
When a chip does not work, it could be due to a fault with either the card or the terminal. Either way, you may still have the option to complete the sale. Be sure you understand your company’s policy on accepting such transactions – and in particular, the need to obtain authorisation.

You also have the option to ask the customer for another form of payment.
When the card is declined
There are a number of reasons why a card may be declined, such as insufficient funds, the card has been reported lost or stolen, or its use is not permitted for a particular transaction. If the transaction is declined, return the card to the cardholder unless the terminal specifically prompts you to retain it.

You also have the option to ask the customer for another form of payment.

More information

Contact your acquiring bank for further details about accepting chip cards.