Merchant & Gift Card Services: FAQs

Merchant Service Overview | Gift Card Service Overview

If you have trouble connecting to or processing transactions through the QuickBooks Desktop POS Merchant or Gift Card Services, please review this list of common questions and answers. If you cannot resolve your issue here, call our customer support at (800) 558-9558.

How do I fix "Socket Error # xxxx" messages?

Several possible conditions may cause this problem. Click the link in the error message you receive to start the EFT troubleshooter:

Or, on the workstation handling communication with the service, right-click the POS Merchant & Gift Service icon in the system tray and select Troubleshoot. Select the specific socket error message received and then follow the directions provided.

If this icon isn't present in the system tray, restart the workstation and Point of Sale. After the icon is displayed, you can close Point of Sale but leave the computer running.

I configured my account and selected the Verify button in the company setup (or company preferences) but got an error message. What could be wrong?

Make a note of the error message you receive. It should help you identify which of the following issues might be the problem. Select Preferences > Company from the Edit menu, and then Merchant & Gift Services and confirm the following settings:

- Is the Merchant or Gift Card Account Number entered exactly as provided?

- Is your account confirmed as active when you select Verify?

- If the error is for the Gift Card Service, have you received your gift cards yet? Your account may not be activated yet if your gift cards have not been sent to you. Try again after receiving your cards.

- Is your modem or Internet connection set up and working? Select the Communication Setup page in preferences and make sure the correct connection type is set correctly to Secure Internet Connection or Direct-dial (modem). If necessary, click the Internet Connection Setup button for assistance with an Internet connection.

- If your modem or Internet connection doesn't seem to be working, check it in another program or Web page. If you can't connect from other programs either, use Windows help or contact your Internet Service Provider for troubleshooting assistance.

- If connections are going through another computer on your network, is that computer turned on? Depending on your network configuration and hardware, the computer through which connections are routed may have to be running. Learn more.

- Is your modem in use on another connection?

Why do I get "timed out" or firewall and port error messages when trying to authorize or settle credit, debit, or gift card transactions?

Review the configuring firewalls topic for information about opening the correct ports to allow communications for merchant and gift card services. In many cases, updating your firewall program to the latest available version will automatically correct these issues.

Why am I not able to authorize card transactions on my networked workstations?

On a network, all communication to the Merchant and Gift Card Services goes through one workstation specified in your Point of Sale company preferences. If this workstation has been shut down or if the Merchant & Gift Card communication service has been terminated, other workstations will not be able to connect to authorize transactions.

Check your communication setup in company preferences and start (or restart) Point of Sale on the designated communication workstation. You can then close Point of Sale on this workstation if desired, but the computer must remain running. You should see the Merchant & Gift Card Services icon in the Windows system tray of this computer.

Why do I get a "Connection Failed" message when trying to authorize transactions?

If you get connection failure messages when attempting to connect for credit, debit, or gift card authorizations, check your phone line or Internet connection and communication setup to be sure they are configured and working.

If using a dial-up phone connection, ensure that some other program is not accessing your modem. Your system is configured with two numbers that can be dialed for electronic funds transactions. If dialing the first number fails for any reason, you will briefly see a "Dial Failed" message and then the system will attempt to dial the alternate number. It is not necessary for you to take any action when the Dial Failed message is displayed in this case; it will be cleared automatically if the second number is successful.

In the case of a credit card, you prompted to do a manual voice authorization or you can choose to force a voice authorization without waiting for the failed connection attempts.

Why do I get an "INVALID_MRCH_#_" message when trying to process a card transaction?

This message is returned by the processor when the card you are attempting to accept is not a card type allowed by your Service agreement. This message does not mean your Merchant/Gift Account Number is invalid. Ask the customer for a different form of payment.

Are there steps I can take to minimize the potential of credit card fraud and chargebacks?

Yes, there are several warning signs and Point of Sale features that can help you recognize and prevent fraudulent credit card charges. Review the credit card fraud prevention tips for more information.

A customer lost a gift card and is asking for a replacement. How do I handle this?

If it conforms with your store policy and you can identify the original gift card number, you can cancel the original gift card and issue a new one with the same balance. Click here for more information.

What is the Payment Card Industry Data Security Standard (PCI DSS) and how do I comply?

The Payment Card Industry (PCI) Data Security Standard (DSS) outlines requirements that retailers must take to protect their customer's credit and debit card information. The requirements apply not only to how you use Point of Sale to authorize, settle, store, and transmit information from card payments, but also to measures necessary to protect your operating system, network, and Internet connection.

Learn more

Related Topics

Configure Point of Sale for a merchant account

Configure Point of Sale for gift card services

Help and support overview