EDC Troubles? A Complete Guide to Handling Disruptions and Failed Transactions

Imagine long queues at the cash register because the EDC device suddenly stops working. Customers start getting restless, transactions are delayed, and your business takes a hit.

EDC (Electronic Data Capture) machines are indeed the backbone of cashless transactions, but like other devices, EDCs can also experience technical disruptions.

Understanding how to address common issues with EDC terminals is crucial for business owners. This ensures operations continue smoothly and customers can transact comfortably.

Common Issues with EDC Machines

EDC devices can encounter various technical challenges affecting transaction smoothness. Here are some frequently occurring problems:

Network Connectivity Issues: Unstable network connections can cause transaction failures, indicated by messages like "Waiting for Line" or "Line IDLE" on the machine's screen, showing that the device cannot connect with the system. Network disruptions in phone lines or GPRS might typically cause these issues. Other factors to consider include unpaid network fees or service provider issues, which could obstruct connectivity and result in transaction failures.
Unreadable Cards: EDC machines sometimes fail to read cards, possibly due to several factors. One is damage to the card's magnetic stripe or chip, causing data to be unreadable by the machine. Additionally, dirt or dust covering the card reader sensor can also impede transaction processes. Thus, it's important to ensure the card is in good condition and the EDC terminal is kept clean to function optimally.
PIN or Data Input Errors: Input errors can delay or even fail transactions. One cause is repetitive incorrect PIN entries, which could result in the card being blocked for security reasons. Additionally, cashiers' mistakes in entering transaction amounts can trigger issues such as incorrect payments or the need for canceled and repeated transactions. Therefore, users and cashiers must be precise in data entry to avoid transaction process disruptions.
Hardware Failures: This electronic payment device can also face disruptions affecting transaction smoothness. Common issues include printers failing to print receipts, either due to running out of paper or mechanical problems. Moreover, a weakened or non-functional terminal battery may lead to sudden device shutdowns, impeding payment processes. To prevent these issues, regularly check the EDC terminal's condition, ensure receipt paper is available, and keep the battery charged.
Blocked EDC Machine Status: Inactive EDC machines can stem from factors hindering their function. One cause is provider settings or bank policies, which may restrict machine use under certain conditions. System configuration errors can also trigger issues that sometimes require a reset to resume operations. To resolve these issues, regularly check device settings and coordinate with service providers if problems occur.

Quick Solutions for Failed Transactions

When a transaction fails, here are some quick steps you can take:

Check Network Connection: Ensure phone line cables or GPRS connections are functioning properly. If using Wi-Fi, check the internet network's stability. Ensure there are no disruptions in the service provider.
Restart the EDC Machine: Press the ‘Function’ button followed by ‘Enter’ to reboot the device. Disconnect and reconnect power or battery for a manual reset.
Check and Replace Receipt Paper: Make sure receipt paper is available and correctly installed. Replace with new paper if it's finished or jammed.
Repeat Transactions Correctly: Ensure cards are swiped or inserted correctly. Avoid rushing when entering transaction amounts.
Use Another Card: If the machine cannot read a particular card, try using another card. If a customer’s card is problematic, advise them to contact their issuing bank.
Contact Service Provider or Bank: If issues persist, immediately contact the EDC service provider or bank for further solutions.

How Artajasa Ensures Responsive Repair Services

As a provider of electronic payment infrastructure, Artajasa ensures quick and responsive Smart EDC repair services to minimize business operational disruptions. Here are some steps Artajasa takes:

Effective Customer Service: Artajasa has a Customer Service division ready to handle various complaints from merchants or banks regarding EDC device disruptions. This team ensures every issue can be promptly identified and quickly resolved.
Structured Standard Operational Procedures: Every Smart EDC repair and maintenance is conducted following strict Standard Operational Procedures (SOP). This ensures each device is repaired most effectively and per industry standards.
Utilization of Advanced Technology: Artajasa continuously develops information technology to support payment system operations. Innovations include real-time monitoring systems to detect early disruptions and regular maintenance to ensure each EDC device remains in optimal condition.
Managed Service Solutions: Besides offering repair services, Artajasa provides Managed Service solutions covering the comprehensive provision and management of payment infrastructure. This service includes Smart EDCs with a variety of payment features, integration with ATMs, CRMs, Internet Banking, and Mobile Banking, as well as QRIS solutions for more efficient digital payments.
Support for Bank Indonesia Programs (BI): Artajasa actively contributes to supporting Bank Indonesia's national payment system programs, such as implementing BI-FAST for real-time transactions, developing the Indonesian Credit Card (KKI) as a domestic payment alternative, and QRIS International for easier cross-border payments.

EDC machines play a crucial role in the digital payment ecosystem, facilitating faster and more practical transactions. However, technical disruptions can occur anytime. By understanding common issues and how to resolve them, business owners can ensure the smooth operation of transactions.

As a trusted payment infrastructure provider, Artajasa offers repair solutions and Managed Services to ensure every merchant and bank receives responsive technical support. With high innovation and commitment, Artajasa continues to play a role in strengthening Indonesia's digital payment ecosystem.