Payment Accepted On Moneris But Not Confirmed in Vend

In some situations, you may run a sale through Moneris which is accepted, but Vend does not receive the confirmation on your iPad. This usually occurs because of poor WI-FI connectivity between your Moneris terminal and your iPad. In situations like these, the Moneris terminal will display an error such as Check ECR Connection.

To check the connectivity between your Moneris terminal and your iPad, follow the steps below:

Check connectivity

You will need to run a Ping test from your iPad on your local network to check the quality of the connection between your iPad and your Moneris terminal. To do this, check out this article.

This test can also be done on a PC or Mac. Follow the steps below to learn how:

1. Find out the IP addresses of the two devices. In this example:

  • iPad IP:

  • Moneris terminal IP:

2. To Ping to your iPad from your PC:

  • Open Command Prompt on your PC.

  • In Command Prompt type ping (your iPad's IP address.)

As you can see from the above, there are a few drops in the connection (Request timed out) and the response times were not very good. An example of this is anything in the 100s, e.g. 100ms. In total there was a 9% packet loss with the maximum response time reaching 428ms.

3. To Ping to your Moneris terminal from your PC:

  • Open Command Prompt on your PC.

  • In Command Prompt, type ping (your Moneris terminal IP address.)

The Response Times here are much better, the highest being 819ms and there is no packet loss (0%) at all.

What does this mean?

From the above, it is clear why the Moneris terminal was able to receive the payment from Vend but struggled to send it back to Vend on the iPad. This was because of iPad is the device with the erratic response times.

This makes sense as the Moneris terminal is using a dedicated LAN connection to the router, whereas the iPad is connecting purely to Wi-Fi, relying on the router's signal strength.

What do I do now?

As the issue has now been identified with the internal network connection, we suggest reaching out to your local IT contact or your Internet Service Provider.

In the meantime, you should make sure you have a dedicated Wi-Fi connection and are not sharing the access points with other units.

You can also try moving the router much closer to your iPad and payment terminal (if possible).

If you continue to have trouble with your payments on your Moneris terminal, contact our Support team, who will be able to help you further.

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