Mx915 Pinpad showing Failure After Pin

Check DUKPT debit key status to resolve “Failure After Pin” or “No Key Loaded” on MX915/MX925 pinpads.

Symptoms

• Debit sale fails after PIN entry. The Pinpad shows “Failure”.

• The Pinpad shows “No Key Loaded”.

Collect these before you start:

• Pinpad model: MX915 / MX925 / other

• Exact message: “Failure” after PIN or “No Key Loaded”

• Does credit/tap still work? Y/N

Likely cause

The device may be missing the debit encryption key (DUKPT). Use these steps on MX915 / MX925.

Do not add or attempt to load encryption keys yourself. If a key is missing, contact a VASC Technician or the Helpdesk.

Check if the debit key (DUKPT 0) is present on your Pinpad

1

Enter System Mode

On the Pinpad, press and hold 1, 5, and 9 keys at the same time for 5 seconds. Wait about 30 seconds for the menu to appear.

a. Select Supervisor and enter password 166832.

b. Press Enter (green key) on the Pinpad.

2

Open key status

Go to: Security → Key Status → DUKPT. You’ll see DUKPT 0, DUKPT 1, and DUKPT 2 (as shown in the picture below).

3

Check DUKPT 0

Check DUKPT 0

• If Empty / no key: the debit key is missing(similar to picture shown above).

• If Empty / no key: the debit key is missing (similar to the picture shown above).

  • Next: Contact a VASC Technician to load the Debit encryption key.

• Key present: the failure has another cause.

  • Next: Reboot and retry the debit sale. If it still fails, contact the Helpdesk.

Next actions

If DUKPT 0 is empty

Contact a VASC Technician to load the debit encryption key.

If DUKPT 0 shows a key

Reboot the Pinpad and Retry a debit sale. If it still fails, contact the Helpdesk:

Need assistance? Contact Verifone Helpdesk at anytime.

• Use our Chat platform

• Or call 1.800.VERIFONE (837.4366)

Tell us the troubleshooting steps you’ve already tried. This saves time and gets you the right support faster.

Also check basic connectivity in General Pinpad Troubleshooting.

To Reboot the Pinpad and Return to the Welcome screen

1. Tap the Home icon → Administration.

2. Select Reboot.