Handling Chip Card Insert Errors and Best Practices

Overview

Occasionally, a chip card reader may display a "Please Insert Chip Card" message even after a customer attempts to swipe their card. This is a standard behaviour of EMV (chip-enabled) terminals designed to ensure chip cards are read securely.

Key Points

• Chip Malfunction:
  Chip malfunctions can occur from time to time. This is not uncommon and can happen with any card. If a chip error occurs, advise the customer to tap their card to complete the transaction.

• Device Restart / Parameter Updates:
  Restarting the device or updating parameters is unlikely to resolve chip malfunction issues, as these are typically related to the card rather than the terminal.

• Expected Terminal Behaviour:
  If a card has a chip and the user attempts to swipe it, the terminal will always prompt: "Please Insert Chip Card." This is by design and ensures that chip-enabled cards are processed through the chip reader for enhanced security. This behaviour has been validated with multiple card types.

Recommended Action

✅ If the chip reader displays an error or fails to read the chip after multiple attempts:

• Encourage the customer to tap the card (if contactless is available).

• If a tap is not available, request an alternate payment method (another card, mobile wallet, etc.).

✅ No terminal restart or parameter update is needed for isolated chip errors.