Please use this page as a resource to find the solutions to the most frequently asked questions (FAQ's) or problems.
TOPICS CONTAINED IN THIS SUPPORT SECTION
Carrier currently not responding, please resubmit later
How to do a Credit Card Refund
Internet Error you are already logged in
No Carrier or Busy message when running a transaction
The P250 Printer light is flashing and it will not print
The SPOTCHECK POS screen reads "No Phone Line"
California Medi-Cal returns "Invalid Card Issue Date"
What is the "Signature Panel (CVV2) Code" and what should I enter
For "thermal" printers paper prints blank
Run the "End of Day" report on SPOTCHECK
Credit Card response is "CALL VISA"
Credit Card response is "Request Card 705" or "Request Card "714"
Internet Response page contains multiple warning messages
Internet Response contains "Missing RD"
GO BACK TO CUSTOMER SUPPORT HOME PAGE
The SPOTCHECK POS screen displays, “Call Help Desk"
SOLUTION
Press the Backspace key and zero key, simultaneously twice.
Then the POS will begin a short process and return to the main menu.
If the POS routine immediately goes back to main menu, then press the keys in the order of: 4 then 3 then 2. SPOTCHECK will do a short process and then return to the main menu.
The SPOTCHECK POS screen displays, “File System Corrupt"
SOLUTION
TIP: The dial prefix us most often "9". However if you require a dial prefix and that prefix is not "9", substitute your dial prefix for the number "9" in the above example.
Step 2. Then fill in *ZT= with your terminal ID.
TIP: Your terminal ID is an eight (8) digit number. You may locate your terminal ID by looking at any SPOTCHECK eligibility printed receipt. Toward the top of the receipt look for a line item that says "terminal ID:". The value printed after this is your terminal ID. You may also look at the bottom (reverse side) of your POS device. A sticker may be attached to the device that specifies the terminal ID.
Step 3. Now fill in *ZA= with IBSO053 for Omni (390,395,396) or fill in IBSO060 for Omni 3200s.
TIP: The type of OMNI you have is printed on the POS device. OMNI 390, 395, or 396 have a separate printer. The OMNI 3200 has an integrated printer.
You will need to use the "alpha" key on the terminal to enter the first four (4) digits - IBSO. To do this press the number key that represents the letter and then press the alpha key to convert the letter to a number. To enter the letters "IBSO" the key strokes required would be as follows:
4-alpha-alpha-alpha-2-alpha-alpha-7-alpha-alpha-alpha-6alpha-alpha-alpha
Complete the entry by pressing the digits that respond to your terminal type
053=OMNI 390, 395, 396
060=OMNI 3200
The SPOTCHECK POS screen displays, “System=V92T15US"
SOLUTION
TIP: The dial prefix us most often "9". However if you require a dial prefix and that prefix is not "9", substitute your dial prefix for the number "9" in the above example.
Step 2. Then fill in *ZT= with your terminal ID.
TIP: Your terminal ID is an eight (8) digit number. You may locate your terminal ID by looking at any SPOTCHECK eligibility printed receipt. Toward the top of the receipt look for a line item that says "terminal ID:". The value printed after this is your terminal ID. You may also look at the bottom (reverse side) of your POS device. A sticker may be attached to the device that specifies the terminal ID.
Step 3. Now fill in *ZA= with IBSO053 for Omni (390,395,396) or fill in IBSO060 for Omni 3200s.
TIP: The type of OMNI you have is printed on the POS device. OMNI 390, 395, or 396 have a separate printer. The OMNI 3200 has an integrated printer.
You will need to use the "alpha" key on the terminal to enter the first four (4) digits - IBSO. To do this press the number key that represents the letter and then press the alpha key to convert the letter to a number. To enter the letters "IBSO" the key strokes required would be as follows:
4-alpha-alpha-alpha-2-alpha-alpha-7-alpha-alpha-alpha-6alpha-alpha-alpha
Complete the entry by pressing the digits that respond to your terminal type
053=OMNI 390, 395, 396
060=OMNI 3200
The SPOTCHECK POS screen displays, “Download Needed"
SOLUTION
TIP: The dial prefix us most often "9". However if you require a dial prefix and that prefix is not "9", substitute your dial prefix for the number "9" in the above example.
Step 2. Then fill in *ZT= with your terminal ID.
TIP: Your terminal ID is an eight (8) digit number. You may locate your terminal ID by looking at any SPOTCHECK eligibility printed receipt. Toward the top of the receipt look for a line item that says "terminal ID:". The value printed after this is your terminal ID. You may also look at the bottom (reverse side) of your POS device. A sticker may be attached to the device that specifies the terminal ID.
Step 3. Now fill in *ZA= with IBSO053 for Omni (390,395,396) or fill in IBSO060 for Omni 3200s.
TIP: The type of OMNI you have is printed on the POS device. OMNI 390, 395, or 396 have a separate printer. The OMNI 3200 has an integrated printer.
You will need to use the "alpha" key on the terminal to enter the first four (4) digits - IBSO. To do this press the number key that represents the letter and then press the alpha key to convert the letter to a number. To enter the letters "IBSO" the key strokes required would be as follows:
4-alpha-alpha-alpha-2-alpha-alpha-7-alpha-alpha-alpha-6alpha-alpha-alpha
Complete the entry by pressing the digits that respond to your terminal type
053=OMNI 390, 395, 396
060=OMNI 3200
After running an eligibility, the SPOTCHECK response reads “Carrier currently not responding, please resubmit later.”
SOLUTION
This means that the Insurance payor that was selected is currently unavailable. Try and run the transaction again a short time later and if the insurance payor is still not responding then call the SPOTCHECK help desk at 800-233-7768 to report the problem. Please leave your direct contact number so that when we have confirmation that the payor is available we can contact you.
After running an eligibility, the SPOTCHECK response reads “Host Unavailable.”
SOLUTION
This means that the Insurance payor that was selected is currently unavailable. Try and run the transaction again a short time later and if the insurance payor is still not responding then call the SPOTCHECK help desk at 800-233-7768 to report the problem. Please leave your direct contact number so that when we have confirmation that the payor is available we can contact you.
How to do a credit card refund?
SOLUTION
Step 1. From the SPOTCHECK main menu chose #2 "Financial" and the menu will change.
Step 2. At the next menu chose #1 "Credit Card." Again the menu will change.
Step 3. Now chose #2 for credit card refund.
Step 4. Follow the instructions on the screen. At one point it will ask for the "authorization number" and this can be found on the original credit card receipt or the audit trail for that day. When the refund is completed give a copy of the receipt to your patient and keep a copy for your records.
TIP: Some terminals may ask for a password to process a credit card refund. You must have the password. If you do not have the password ask your supervisor. If you cannot locate your password then call the SPOTCHECK help desk at 800-233-7768 to report the problem. Please leave your direct contact number so that when we have approval to release the password to you we can do so.
As you try to log in to spotcheck.com you receive a message that you are already logged in.
SOLUTION
Our Internet service, spotcheck.com, does NOT allow a single user ID to be used simultaneously. In other words, if the user ID is already logged in, and another attempt to log in with the same user ID is tried, our system will not allow this. In this case you must use a different user ID or call Spot Check at 1-800-233-7768 to arrange for additional user ID and Pin numbers.
When trying to run a transaction the screen displays "No Carrier" or "Busy"
SOLUTION
This usually means that a dial prefix needs to be added to SPOTCHECK. This can be done by performing the following steps:
Step 1. Choose #4 (Set Up) from the main menu. Then the menu will change.
Step 2. Now chose #2 (Store/Recall). Again the menu will change.
Step 3. Now chose #1 (Store). The screen will read "File # to store."
Step 4. Press the 2 key twice so that the number 22 is entered. Then hit enter. Now it says "Record # to store."
Step 5. Press the 1 key twice so that the number 11 is entered. Then hit enter.
Step 6. At the "Enter Data To Store" screen enter your dial prefix.
TIP: The dial prefix us most often "9". However if you require a dial prefix and that prefix is not "9", substitute your dial prefix for the number required.
TIP: If you need to remove a dial prefix from the file, press the zero key "0" and then press the alpha key twice. Then press enter and the clear key twice.
To enter a dial prefix press the number keys that correspond to the prefix to be entered. As an example, press 9, then hit enter.
Step 7. Press the clear button twice to return to the main menu. Now try running the transaction again.
The P250 printer light is flashing and it won’t print
SOLUTION
Step 1. First turn the printer off.
Step 2. Then check all the cables, both in the back of the SPOTCHECK POS terminal and the printer to see if they are in tightly.
Step 3. Then open up the front of the printer where the ribbon cartridge is and turn the wheel sitting on the cartridge to make sure it moves freely. If it does not then replace the ribbon.
Step 4. Turn the printer back on and see if the light stop blinking.
Step 5. Then try to print something.
The SPOTCHECK screen reads “No phone line”
SOLUTION
This means there is a problem with the phone line, not the SPOTCHECK POS terminal. Make sure the phone line is in the back of SPOTCHECK and in the jack at the wall. If still getting "no phone line" then call your phone service.
California Medi-Cal returns a message saying, “Invalid card Issue Date.”
SOLUTION
This usually means that the date stored on SPOTCHECK is wrong. In performing California Medi-Cal eligibility you must either enter the "Card Issue Date" on the Medi-Cal card, or "Today's Date". In the Medi-Cal transaction at the terminal prompt for the Card Issue Date, if you press the "enter" key at that point you are using the date as stored on the POS terminal. To make sure the POS terminal has the correct date perform the following steps:
Step 1. On the "Welcome to SPOTCHECK" main menu screen look a the bottom line of the LCD display for the date.
Step 2. If the date is incorrect then press the "4" key (Set Up)
Step 3. Press the "1" key (Date/Time)
Step 4. Enter the correct date in a MMDDCCYY format. Then press enter.
Step 5. Enter the correct time in HHMMSS. Then press enter.
TIP: The time is to be entered in "military" time. So for 2:15pm enter 141500.
Step 6. Press the clear key to return to the main menu.
What is the "Signature Panel (CVV2) Code and what should I enter?
SOLUTION
The Signature Panel (CVV2) code is a fraud prevention code used by VISA and MasterCard. This code is used when a credit card is processed by a manual "keyed" entry. It is not necessary when the card is swiped. The code is found on the reverse side of a VISA or MasterCard on the signature stripe as shown in the graphic below:
Here are the steps required to enter the signature panel code:
Step 1. Enter the card number and expiration date as you would normally do.
Step 2. At the next prompt enter the 3-digit code from the reverse side of the credit card.
TIP: If you do NOT have the signature panel code then at the prompt press the "Enter" key.
Step 3. The next prompt will ask you why you did not enter the signature panel code at the previous prompt. Review the three (3) choices presented and then press the number key of your selection.
TIP: The choices are as follows:
1. Code is illegible
2. Code is not on the card
3. Cardholder did not provide the code
Step 4. Proceed to complete the transaction by answering the remaining questions.
For printers using thermal paper, paper comes out but there is nothing printed on the tape
SOLUTION
Thermal printers used by SPOTCHECK include the P350, P355, or OMNI 3200. These printers require a special "thermal" paper. If nothing is being printed, this means that either the paper is not thermal or the roll is threaded from the wrong direction. Check your paper and if it is thermal, remove the paper, flip the directions and reinsert the paper roll. Then try printing again. If you paper is not thermal then you will need to obtain the correct paper.
TIP: Thermal paper usually can be noted because one side of the roll has a shiny look and feel to it. To be sure that you have the correct paper, always order your paper supplies through Insurance Benefit Spot Check, Inc.
How to run "End of Day" on SPOTCHECK
SOLUTION
The "End of Day" function is related to credit card processing. These functions help you in reconciliation of your financial transactions.
Step 1. From the SPOTCHECK main menu, select #3 "End of Day."
Step 2. Press the "1" key to run an Audit Trail. This report will be a detailed report of all transactions processed by the terminal.
Step 3. Enter the date of the audit trail you are looking for. The date format is MMDDCCYY. Press enter and the report will print. If there are no records for the date requested the terminal will show "Not Found".
TIP: You can run an audit trail for today's date or up to five (5) days prior.
Run a "Host Total." This report will be a summary of the dollar amount processed by the credit card "host" processor. This total should match the total of the audit trail report for a particular day.
Step 4. From the SPOTCHECK main menu, select #3 "End of Day."
Step 5. Press the "3" key to run a Host Total.
Step 6. Enter the two (2) digit code for the type of credit card transactions you are looking for.
TIP: For Visa/MasterCard enter "51". If you accept Discover card the code is "61". If you accept American Express the code is "71"
Running a credit card transaction and getting a response “CALL VISA”
SOLUTION
"CALL VISA" happens when a card is cancelled, over the credit limit, new and/or used excessively in a short period of time. When the user sees the message, they call their bank card processor for telephone for verification. If the charge is authorized by the processor then the user needs to force a charge using the SPOTCHECK "Pre Auth" function.
TIP: The number to call for telephone authorization is in your user guide. For the following processors you may call these numbers:
Moneris Solutions: (800) 228-1122
Bank of America: (800) 936-2632
Teleflora: (800) 944-1111 - Give your voice authorization bank # of 256300 followed by your merchant ID number.
Running a credit card transaction and getting “Request card 705” or “Request card 714”
SOLUTION
The response page contains multiple "warning" messages.
SOLUTION
This means our Internet service, spotcheck.com, is off-line at this time. Please call Spot Check at 1-800-233-7768 to report this problem.
The response contains the phrase "Missing RD"
SOLUTION
This means our Internet service, spotcheck.com, is off-line at this time. Please call Spot Check at 1-800-233-7768 to report this problem.
