Mx9XX Pinpad shows “Label 1” instead of the loyalty prompt

Symptoms

The MX9XX Pinpad shows “Label 1” where the loyalty prompt should appear. You will usually see this on the idle or swipe screen.

Collect these before making changes. It keeps troubleshooting fast and consistent.

• Pinpad model: MX915 / MX925 / other

• Where it shows “Label 1”: Idle screen or Swipe screen (or both)

• Site type: NBS or Non‑NBS

• Loyalty prompt configuration:

  • Is the loyalty message configured for 4 lines or fewer?

• EPS Global Configuration → PINPAD Message:

  • PINPAD Idle Message lines populated? Which lines?

  • PINPAD Swipe Message lines populated? Which lines?

• After changes:

  • Did you run EMV Initialization?

  • Did registers log out/in after initialization?

If the issue persists, capture the following information:

• The register number(101, 102) of the Pinpad showing “Label 1”

• The message on PINPAD Idle/Swipe Message line configuration

Copy/paste script (for Helpdesk chat or emails)

• Model (MX915/MX925/other):

• “Label 1” appears on: Idle / Swipe / both:

• NBS or Non‑NBS:

• Loyalty prompt is 4 lines or fewer? Y/N:

• PINPAD Message config:

  • Idle lines populated (which lines + text):

  • Swipe lines populated (which lines + text):

• After changes: EMV Initialization done? Y/N. Logged out/in to the register? Y/N.

Cause

The Pinpad is being sent more than 4 lines of display text from Card table. ViperPay only supports 4 lines max. If the display has more than 4 lines, the Pinpad uses generic labels like “Label 1”.

Fix

Goal: Keep the Loyalty prompt + any configured Pinpad messages to 4 lines or fewer.

NBS locations

• This is controlled by the NBS Card table. Ask NBS to rebuild the card tables and perform a Table download.

• Confirm the Loyalty prompt is configured for 4 lines or fewer.

Non-NBS locations

1

Open PINPAD Message configuration in Configuration Client

If on the POS:

• Select CSR FUNC > Configuration Manager > Log into your Manager account

• Go to Payment Controller > EPS Configuration >

• EPS Global Configuration > PINPAD Message tab

If on a back office PC:

• Open Configuration Client > Log into your Manager account

• Select Payment Controller > EPS Configuration >

• EPS Global Configuration > PINPAD Message tab

2

Review PINPAD messages

Check these sections:

• PINPAD Idle Message Lines

• PINPAD Swipe Message Lines

• In most cases, Line 2 is the extra line causing overflow. Clear any configured text on Line 2 in both sections. Leave only the lines you need.

Example of correct configuration is given in picture below

If your site uses a 4-line loyalty prompt from the card table, any extra “idle/swipe message” line can trigger this.

3

Initialize the pinpads

After correcting the PINPAD Messages section, run an EMV Initialization for the indoor pinpads.

Prefer the full walkthrough with screenshots:

• EMV initialization(for indoor Pinpads)

After Initializing, Logout and back into the register and the Pinpads should reboot automatically.

If they do not reboot automatically, reboot the device manually by following the steps in the picture below.

Pinpad Reboot screen after entering the Supervisor Password

4

Test

• After rebooting, the Pinpads return to idle screen, test for the correct Loyalty prompt.

• If it still shows “Label 1”, capture the items listed in Symptoms above and contact the Helpdesk.

If Pinpad is still displaying the incorrect “Label 1” message, then please contact the Helpdesk via our Chat platform or via Phone at 1-800-837-4366.