Service and Support

At Aspen Payments, we are proud of the support we provide to our customers. With over 1200 live installations across the whole of the UK, we have the expertise and experience necessary to ensure that your card payments system is reliable, secure and compliant at all times.

Reliable card payments are vital to your business - First class support is the key to ours

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Office Hours

Our office is open from 9am to 5.30pm Monday to Friday.

Outside these hours we offer support for urgent issues only – to request support please

raise a Support Ticket

Ben's Top Tips

Ben Clack is Head of Customer Support here at Aspen and he has some top tips to help you get the most from your payment terminal, including how to quickly resolve some of the most common issues.

If your issue is not resolved below, please raise a support ticket and we will get back to you as soon as possible.

Standalone Systems

I am seeing a message "Card not supported"

This message means that your terminal is not configured to accept the particular type of card being presented.  Many card issuers have a number if different ISO ranges and it may be that a particular ISO range has not been included in your terminal configuration.  Please raise a support request to include transaction date & time, amount and first 6 digits of the card number (this will enable us to identify and configure the correct ISO range).

Terminal is displaying "Stand in mode"

This means that your terminal is currently experiencing problems connecting to the internet.  Follow the steps below:

  1. Turn off the terminal and then your router.
  2. Wait 20 seconds then turn the router back on.
  3. Give the router 5 minutes to reconfigure itself.
  4. Turn the terminal back on.

If you still have the “Stand In Mode” message, then contact your ISP and have them check your internet service.

If your internet service is confirmed as working by your ISP, then raise a support ticket with Aspen.

My receipts are not printing

If your till roll is coming out of the printer without any ink on it, check that you have the till roll inserted the correct way around, as the thermal paper will only print on one side.

If the printer motor is particularly noisy and/or the till roll is not being ejected, then you will likely require a replacement motor.  In this case, please raise a support ticket.

I am not sure if a transaction has completed?

Occasionally, your internet connection may drop out in the middle of a transaction, leaving you unsure if the transaction has completed successfully, especially if a receipt failed to be produced.

A quick check here is to print a copy of the last transaction.  If you can see the authorisation and completion codes then the transaction will have completed properly.

Alternatively, you may have processed a transaction twice, in the belief that it did not work first time

In either case, we can check the transaction logs for you.  Please raise a support ticket, including date, time and transaction amount.

Terminal screen is blank

This is a power issue.  Please check all cables and connections between the wall and the terminal, including any power adaptors and the connection into the back of the terminal itself.

Terminal is displaying "Product not allowed"

This message indicates that a fuel card that does not allow particular products to be purchased on the card, e.g unleaded petrol on a diesel only card, or oil or shop goods on a fuels only card. Please check the card carefully.

Terminal is displaying "Invalid amount"

This occurs when the fuel prices in your POS and payment terminal do not match (usually just after a price change).

You need to amend the fuel prices in your terminal so that they match the prices in your till or POS.

Integrated Systems
I am seeing a message "Card not supported"

This message means that your terminal is not configured to accept the particular type of card being presented.  Many card issuers have a number if different ISO ranges and it may be that a particular ISO range has not been included in your terminal configuration.  Please raise a support request to include transaction date & time, amount and first 6 digits of the card number (this will enable us to identify and configure the correct ISO range).

Terminal is displaying "Failed to connect to payrouter"

This message indicates a problem with your internet connection and may be accompanied by slow transaction times.  Try testing your internet connection using another device or contact your ISP and have them test your connection.

If the problem persists, please raise a support ticket with Aspen.

I am not sure if a transaction has completed?

Occasionally, your internet connection may drop out in the middle of a transaction, leaving you unsure if the transaction has completed successfully, especially if a receipt failed to be produced.

A quick check here is to print a copy of the last transaction.  If you can see the authorisation and completion codes then the transaction will have completed properly.

Alternatively, you may have processed a transaction twice, in the belief that it did not work first time

In either case, we can check the transaction logs for you.  Please raise a support ticket, including date, time and transaction amount.

Terminal screen is blank

This is a power issue.  Please check all cables and connections between the wall and the terminal, including any power adaptors and the connection into the back of the terminal itself.

Terminal is displaying "Product not allowed"

There are two reasons why you may see this message.

Firstly, it can be a fuel card that does not allow particular products to be purchased on the card, e.g unleaded petrol on a diesel only card, or oil or shop goods on a fuels only card. Please check the card carefully.

If the card is OK, then you may have a products mapping issue in your back office. Please raise a support ticket including the card type, product refused, date, time and transaction value.  This will enable us to check your product mapping and correct if necessary.

Raise a Support Ticket

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