What is causing this Error?
An error on the SkyTab device stating "Payment not processed 800001 Payment voided, please contact your waitstaff" is caused by a Lighthouse Syncing issue. Payments made on SkyTab make it to the processing gateway, but the SkyTab device is not able to tell the POS system to close out the ticket. To prevent double charging a customer, the gateway will generate an auto reversal.
How do I resolve this Error?
To resolve this error, you will need to first verify that the auto reversals took place, then follow the troubleshooting steps.
Verifying Auto Reversals
Option 1: Check the Authorization Log in mReports and locate the two transactions that happened within seconds of each other
To Verify the Auto Reversal, open up the auth information for the second transaction and locate MSG Type. The message you should see is 0400, this means the transaction has been voided.
Option 2: On Lighthouse Transaction Manager search the last 4 digits of the card in the Search Bar.
You will see a list of all the transactions with the card number you entered above. Locate the transaction from the specific date. From here you should see one transaction recorded as sale and the second one recorded as voided.
Verify Lighthouse is Active
If Lighthouse 4 has been successfully installed on the Brain-computer, Titan will reflect this by showing “Active” under the Web > Lighthouse 4 tab.
Check Time and date on the Brain
Lighthouse 4 requires the POS time to be as close to accurate as possible to work properly. If the time on the POS is more than five minutes off, Lighthouse will not properly sync.
Rerun the Lighthouse 4 Configuration Tool
Press Start > All Programs > Lighthouse 4 Platform Client > Configuration Tool. then follow the steps in the tool to re-establish the connection.
Request a Lighthouse Resync
Place a Request for a Lighthouse resync with a Supervisor in order to refresh all of the data present in Lighthouse. This is only to be used as a last resort as the sync can take up to 48 hours to complete.
Pull Mozart logs and check them for any errors. Report the errors and the logs to the appropriate brand.