**FAQ - Elavon
Why are we experiencing timeout issues with our pinpad?
Timeout issues can occur when the timeout setting in Fortis is set too short. For example, if a pinpad is configured with a 30-second timeout, it may complete the authorization in Fortis but time out in Visual Matrix. When this happens, the transaction may appear in VM with an error, such as ??-XXXX-XXX, even though it was successfully processed in Fortis.
To resolve this, the timeout setting in Fortis should be adjusted to match the configuration of other working pinpads. If you’re experiencing similar issues, we recommend contacting Fortis support to verify and update your timeout settings as needed.
If errors continue after making this adjustment, document the transaction details (time, card type, and amount) and reach out to support for further assistance.
What does "OE: SWITCH DOWN" mean when trying to authorize cards?
This error message from Elavon indicates an outage with their Fusebox system.
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