Unable To Acquire Generated Key: NOT ACTIVATED

This message is displayed when trying to automatically acquire a generated key when creating a stage file for TSYS indicating the account is not activated on TSYS end.

How to get NETePay log files

You may need to share NETePay log files with our tech support team to help troubleshoot errors. In order to access NETePay log files, you'll need to open the file explorer on your computer or laptop and open the C drive. The file path is slightly different on 32 and 64 bit systems.

Ingenico iSC 250 Screen Calibration

 Ingenico iSC 250 PIN Pad

Some Ingenico iSC 250 PIN pads may experience touchscreen alignment problems which make signing with the pen or pressing buttons with your finger difficult. If you experience this, you may need to re-calibrate your screen.

Follow the instructions below to re-calibrate your iSC 250. 

1. Press and hold CLEAR and - (minus) simultaneously on the iSC250 payment terminal to reboot it.

 Retail Base screen

Retail Base screen

2. When the iSC250 reboots and the grey Retail Base screen appears, press 2  6  3  4 and ENTER.

3. Press the + (plus) to display the functions menu.

4. Select Telium Manager > Initialization > Hardware > Calibration to display the Calibration screen.

5. Press 7  5  8  1 and ENTER to re-calibrate the payment terminal.

If your iSC 250 is loaded with RBA 21 or above you no longer need to enter the 7581 code. Use +/- to select the Yes radio button and press ENTER instead.

Still having issues?

VX 805 Out of Memory Error

Some VX 805 PIN pads loaded with XPI 8.42b may be shipped from distributors missing 2 parameters required for reliable operation. This can cause the PIN pad to display an “Out of Memory” or Verix debug message.

Follow the steps below to set these parameters manually from the PIN pad’s system menu.

  1. Press "F2" and "F4" to enter system mode.

    The password is "1 ALPHA ALPHA 6 6 8 3 1 Enter"

    Alpha is a black key located directly above the 2 key. Enter is the Green key

  2. Press "2" for Edit Parameters
  3. Press ENTER and select "1" for Group ID

    The password is "1 ALPHA ALPHA 6 6 8 3 1"

  4. Press ENTER to select CONFIG.SYS
  5. Press "1" for New
  6. For the parameter name, enter *DHEAP

    For the alpha characters, press the associated number key followed by ALPHA until the correct letter appears. * is located below the 7 key.

  7. Press ENTER to confirm the new parameter.
  8. For the value, enter 0.
  9. Press ENTER to confirm the new value.
  10. Press 1 for New again.
  11. For the parameter name, enter "#CZE". For the alpha characters, press the associated number key followed by ALPHA until the correct letter appears. 

    # is located below the 9 key.
  12. Press ENTER to confirm the new parameter.
  13. For the value, enter 1.
  14. Press ENTER to confirm the new value.
  15. Press CANCEL.
  16. Press 1 for “Restart”.

IP Port Requirements for NETePay™ and Tran™

As part of the installation process of Datacap products, the network has to be configured to be able to communicate over the internet to the processor and Datacap. For each processor, there are specific port requirements for proper communication. 

Firewalls and certain network settings may block the ability to communicate to the processor or Datacap and not allow the merchant to process transactions. 

Click the button below to view all IP Port Requirements by processor

Common errors that result from improper network configuration are socket errors such as Error code 3006 and DNS error code 11001.  

How to change PIN Pad interface settings

Select "configuration" and press the enter key, "communication" and press the enter key, and "select comm. type" and press the enter key.  choose your desired interface and press the green enter key.  

Transaction Not Complete No Response from Pin Pad

Transaction Not Complete - NO Response from Pin Pad

 No response from Pin Pad

This error occurs when the VX805 does not respond to a request. It could occur because:

  • the wrong interface is set OR
  • the wrong Pin Pad is selected in the test application OR
  • the VX805 is not plugged in


Verify what interface is being used and set the Pin Pad for that interface. You can check what interface is set by pressing the “alpha” and ‘8” buttons when the VX805 displays “welcome” on the idle screen. If it is determined that the VX805 is set for the wrong interface, the dealer can change it by pushing “alpha and the 8 key” when the XPI version is displayed during the boot cycle. Once the screen changes to a new menu, select the correct interface by pressing the corresponding function key. If you wish to set the VX805 for serial, select Comm 1, 9600 baud, and finally “on” for the back light.

Still need help?

License Expired

This message indicates one or more of the following:

  1. The date/time on your computer or cash register may be wrong.
  2. Your Firewall may be preventing the device or software from "phoning home" or communicating with Datacap's servers.  
  3. The account may have been shut down by your rental partner. 


You will need to communicate to the below addresses and make sure certain ports are open so that the software or hardware can "phone home."

  • LAN PORTS 9000 & 910

Be sure to try all of the following:

  1. Adjust the date/time on your computer and/or cash register.
  2. Contact your local IT Administrator to resolve any Firewall issues.
  3. Run a successful test transaction.