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Resolve Lighthouse Transaction Manager Error "9846 Unique Identifier (%###########) not found for Merchant (#)"

Catherine Harper
  • Updated
  1. Shift4 Payments
  2. Self Help Product Categories
  3. Lighthouse Transaction Manager (LTM)
  4. Troubleshooting

What is causing this Error? 

There are two possible reasons for the "9846 Unique Identifier (%###########) not found for Merchant (#)" error to occur: 

  1. The authorization request was created via one serial/S4 MID, and the POS/PMS tried to settle the transaction using a different serial's token (no token sharing).
  2. The transaction the token was created from no longer exists in the Lighthouse Transaction Manager (LTM) database. 

How do I resolve this Error? 

Resolution for Reason #1 

You must proceed toward settling the transaction on the serial number that the card authorized in the initial phase of the transaction activity. 

It may be possible for the interface software to correct this measure; you may need to call your POS/PMS provider.

In the event you are unable to change where the transaction is settling, you should try the following:

  • Void the transaction in the POS/PMS
  • Locate the original transaction in Lighthouse Transaction Manager (LTM) and convert it to a sale via online/offline edit

Note:

  • Offline Edit: When we have an authorization but need to settle it out for a lesser amount, or when the amount remains the same, and we need to remove the Auth Only checkmark.
  • Online Edit: When we have an auth on a card and need to reach out to the processor for additional funds.

If you feel determined upon settling the transaction on the current serial/S4 MID instead of the original one, then:

  1. It would be ideal to void out the charge on the original serial / S4 MID.
  2. Re-authorize the credit card on the new serial / S4 MID.
  3. From that point forward, you will have the chance to settle it there.

Note: If the card declines, inform them of potentially running an offline charge in the interface using the existing authorization code.

Resolution for Reason #2

Unique IDs or Tokens are linked to the original transactions obtained from in LTM. Sale transactions remain archived in LTM for up to two years. Voids and Authorization Only transactions may be pruned from the system in as short as three months. Additionally, the life span of a token can be set from the LTM Account Administrator settings. This setting can be set to have tokens expire within three days, 24 months, or Card Expiration. 

If a token was generated and set to expire within three days and no authorization was obtained in that time frame, this error will more than likely occur. As such, you may need to extend the Token Storage Duration to prevent this in the future.

Cards that were tokenized before the change to the Token Storage Duration will not be extended. This will only take effect on newly tokenized cards going forward.

  1. Search in LTM for the card number related to the Transaction.
  2. Look through the results for a transaction that contains the matching Token or Unique ID.

    If it does not exist, you need to authorize the card again; then settle it with the newly issued Token.

    The amount of time can be altered that a token is stored for the account. This is via the token store settings inside the LTM Administrator settings (Click Settings > General Settings, then scroll down to Token Store Settings.

Important: This setting is not retroactive. If a merchant calls in with this error, and the token was created too long ago to be used, simply changing this setting to be longer won't recover that original token.. it is still gone; however, this would allow future tokens to be generated with a long lifespan.