Worldpay Troubleshooting

Problems with Worldpay equipment

Worldpay has a relationship with Ingenico that was extended in 2016. The most common terminal used by customers of Worldpay is the Ingenico iWL250 (click link to download manual).

Failure On All Coms is a common error when using certain Ingenico terminals.

1. Select # (pound sign) and the yellow button at the same time to reboot the terminal.
2. If you can’t reboot, just unplug the device from the power supply.
3. Ensure the terminal communications properties are set correctly.

Pin Pad Not Ready

• If you see this error, your processing terminal just needs to be power-cycled (turned on and off).

Problems with Worldpay equipment
Worldpay has a relationship with Ingenico that was extended in 2016. The most common terminal used by customers of Worldpay is the Ingenico iWL250 (click to download the manual).
If you are looking for Ingenico’s Support phone number, call 1-800-435-3014.

Terminal screen not lighting up – won’t turn on
1. Unplug the power for your device and wait for 10 seconds. Try to reconnect after rebooting.
2. Ensure that all of the cables are connected and the battery pack is connected.
3. Ensure the phone line or internet connection is working.

Terminal won’t process a payment – trouble connecting
1. Locate the punctuation button below the 9 key and locate the clear button, hold them at the same time for 5 seconds until the device shuts off.
2. Power up the device by holding the enter button.
3. Test the transaction again. If you see the Alert irruption message on terminal, contact support.

Terminal not able to print
Ensure the paper roll is correctly installed and the cover of the roll compartment is closed.

Failure On All Coms is a common error when using certain Ingenico terminals.
1. Select # (pound sign) and the yellow button at the same time to reboot the terminal.
2. If you can’t reboot, just unplug the device from the power supply.
3. Ensure the terminal communications properties are set correctly.

General Error Code Glossary
The following excerpt is from Ingenico ePayments.
“In general, error codes starting with:
2 mean the status is “uncertain”. This will usually evolve to a final status.
3 mean the transaction is declined by the acquirer or blocked by the Fraud detection module
4 mean the transaction is declined. It could be only a temporary technical problem. Please retry a little bit later.
5 mean a validation/configuration error (e.g. currency not allowed on your account).
For a list of all possible error codes and messages, please log on to your Ingenico ePayments account and check the ‘List of the payment statuses and error codes’ in the ‘Selected user guides’ section of the Support menu.”

If you are troubleshooting problems with your terminal that was provided by Worldpay, it is likely the Ingenico iWL250 (click to download the manual).

If you are looking for Ingenico’s Support phone number, call 1-800-435-3014. Sekure has provided three pro tips to help you troubleshoot the issue.

Terminal screen not lighting up – won’t turn on

1. Unplug the power for your device and wait for 10 seconds. Try to reconnect after rebooting.

2. Ensure that all of the cables are connected and the battery pack is connected.

3. Ensure the phone line or internet connection is working.

Terminal won’t process a payment – trouble connecting

1. Locate the punctuation button below the 9 key and locate the clear button, hold them at the same time for 5 seconds until the device shuts off.

2. Power up the device by holding the enter button.

3. Test the transaction again. If you see the Alert irruption message on terminal, contact support.

Terminal not able to print

Ensure the paper roll is correctly installed and the cover of the roll compartment is closed.

Don’t see your issue in the list? Call (800) 908-5924

Ingenico and Worldpay extends their relationship to 2020.

Worldpay and Ingenico have extended their five year commercial relationship for an additional four years from 2016 to 2020, according to this Ingenico press release. If you are troubleshooting problems with your terminal that was provided by Worldpay, it is likely the Ingenico iWL250.

If you are looking for Ingenico’s Support phone number, call 1-800-435-3014.

General Error Code Glossary

The following excerpt is from Ingenico ePayments:
“In general, error codes starting with:
2: mean the status is “uncertain”. This will usually evolve to a final status.
3: mean the transaction is declined by the acquirer or blocked by the Fraud detection module.
4: mean the transaction is declined. It could be only a temporary technical problem. Please retry a little bit later.
5: mean a validation/configuration error (e.g. currency not allowed on your account).

For a list of all possible error codes and messages, please log on to your Ingenico ePayments account and check the ‘List of the payment statuses and error codes’ in the ‘Selected user guides’ section of the Support menu.”
Failure On All Coms
1. Select # and the yellow button at the same time to reboot the terminal.
2. If you can’t reboot, just unplug the device from the power supply.
3. Ensure the terminal communications properties are set correctly.

IWL220 Put on Base Error
1. Shut off the device by selecting the # and the yellow key at the same time to restart the terminal. Make sure to remove the device from the base. Unplug power, leave power off for 10 seconds and then plug the power back in. Try running a test transaction.
2. Put the Ingenico on the base. Check the time and date – are they correct? If not, take the battery out for over 20 seconds and test again.
3. Remove the base: select #, 3, 2 Comm, 4 Bluetooth, 4 Delete bases. Then press cancel to go back to the main screen. Press #, 3, 2 Bluetooth 4, 1 New base. Then put the Ingenico terminal back on base. Press # and Yellow together to restart.

Pin Pad Not Ready
If you see this error, your processing terminal just needs to be power-cycled (turned on and off).

Worldpay settled a lawsuit in 2017 for deceptive pricing practices. The company admitted no wrong doing and claims their fees are properly disclosed.

A recent article “Worldpay Review” by Lori Fairbanks on August 16, 2019 outlines pricing, terms, and fees the author was quoted when she posed as a small business.

This is what the article quoted:

• Interchange-plus rate: 0.20% + $0.10 above interchange
• Flat rate: 2.75% + $0.15

Worldpay complaints
According to a Reuters article “Worldpay charges, disclosed in fine print, anger small U.S. merchants” dated August 23, 2019, a Worldpay company representative claims that the fees are properly disclosed. However, Worldpay has been accused of offering lower introductory rates to increase sales. They were also accused of confusing customers with complex rates that are difficult to calculate. Worldpay settled a lawsuit in 2017 for $52 million.

Don’t see your issue in the list? Call (800) 908-5924