Unable to Clear Stuck Fuel Sales.

If you encounter a Fuel sale on a pump that you cannot clear from the register, or if you are unable to Prepay due to an Unclaimed previous sale, follow these simple steps to resolve the issue.

Resolving Stuck Fuel Issues

This article is specifically designed for sites using the Topaz, Ruby2 and C18 registers.

Third-party registers

On third-party registers, this issue typically appears as Unable to Preset Pump. . This means the register indicates the pump is idle but cannot accept a New Sale/Preset.

Steps to Resolve:

1. Retrieve the sale details from the register.
2. Manually clear the sale history on the register. Refer to the register's manual or consult your register provider for guidance.

For further assistance, reach out to the Verifone Helpdesk.

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Procedure for Clearing a "Stuck" Fuel Sale on Topaz, Ruby2 or C18 registers

1

Identify the Pump Status

From the register, identify the status of the pump or pumps in question. Is it IDLE, RESERVED, HOLD, STOPPED, NEW, Authorizing or In use?

2

Identify the Sale Type

Determine whether the amount on that pump is the CURRENT or STACKED sale. Then, identify if that sale is showing as SOLD or DUE.

3

Resolve the Issue

Check if the pump is :

a. On HOLD : Go to

CSR Functions > 3. Fuel Manager Menu > 7. Clear Pump on Hold

b. RESERVED : Select the Pump# > Prepay > Stop to clear reserve (if reserve does not clear, you may need to Initialize Fuel)

Before Initializing Fuel, confirm:

• All pumps/fueling positions are Idle and
• No Active transactions or customers at the pumps.

This prevents Initialization errors and stuck fuel sales.

To Initialize Fuel

1. Ensure all Pumps are Idle (no one fueling), then run Initialize Fuel using the steps below.
2. On the register, go to:

CSR Functions > 3. Fuel Manager Menu > 1. Initialize Fuel

c. STOPPED : Select the Pump# > Approve

Please note:

If the pump has a dollar amount that is not clearing or gives an error when attempting to Claim, the pump status is IDLE and the sale is DUE contact the Verifone Helpdesk.

If this issue happens frequently, consider the following steps

As a preventive measure the Fuel Product Configuration should be checked for the following corrections:

• If the unused products all share a common name (such as UNUSED), change them to unique names (UNUSED1, UNUSED2, etc.).
• All products should also contain Unique Product Codes, whether the product is in use or not. Verify the products are attached to at least the Manual Fuel department or a custom Fuel Department of your choosing.

If you need further assistance, contact the Verifone 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.