MOP Help Center | 06 System messages

SOLVING PROBLEMS

Understanding system messages

The most common error messages in the MOP, what they really mean and how you can fix them immediately – without a support call.

SESSION & LOGIN

Problems with logging in and out

Reason: You have been inactive for too long. The system automatically logs you out for security reasons.

Solution: Click on the login link in the message or go back to https://mop.telecash.de/mop/tc and log in again.

Reason: The link from the password reset e-mail is only valid once. If you have already clicked on it or tried the email several times, it has expired.

Solution: Request a new initial password via the Passwort vergessen? function and use the new link exactly once.

Reason: You have entered the security captcha incorrectly in the password reset process.

Solution: Try again with the newly displayed captcha. Pay attention to upper and lower case.

SEARCH & ENTRIES

If the search returns nothing or complains

Reason: There are no hits for the selected search criteria. Frequently: too narrow a time period or too specific a filter.

Solution: Reduce the filters step by step. First expand the time period, then remove other filters until you have hits.

Reason: Hit limit reached. The portal shows a maximum of 3000 data records per query.

Solution: Restrict the time period, add filters such as brand, processing status, terminal ID or amount range. If necessary, perform the search in several stages and merge CSVs.

Reason: A mandatory field has been left blank. You can recognize mandatory fields by the red asterisk.

Solution: Check the field marked with a red cross, enter a valid value, confirm with Enter.

Reason: The reference number entered does not comply with the format specifications. It may consist of letters and numbers, no special characters, maximum 30 characters, no placeholders (%).

Solution: Enter the complete reference number in the correct format. Check whether you have copied it from the correct document.

Reason: The authorization number issued by the card issuer has exactly 6 digits. Special characters are not permitted.

Solution: Check entry, correct if necessary. If you are missing the number, it is better to search using other fields such as date and amount.

AMOUNTS & DATE

Format problems with numbers and time periods

Reason: Date entry incomplete or incorrectly formatted. The system only accepts TT.MM.JJJJ.

Solution: Enter the date completely in the correct format or select it more conveniently using the calendar function.

Reason: You have selected a period in which no data exists – such as a date in the future or further back than 180 days.

Solution: Enter a valid period. In the calendar, you will see underlined days on which dates are available.

Reason: Classic typing error – the start date is after the end date.

Solution: Correct the order. Datum von must be before Datum bis.

Reason: In authorizations, transactions and payments, the individual search is limited to 31 days – even if the data is available retroactively for 180 days.

Solution: Split the search into several queries, each with a maximum period of 31 days.

Reason: Amounts can only be searched for in connection with a currency. Without a currency, the system does not know whether you mean EUR, CHF or USD.

Solution: Select the relevant currency in the Transaktionswährung field or enter the ISO code (e.g. EUR).

Reason: When searching for an amount, both fields must be filled – even if you are searching for an exact amount. Then just with identical values in both fields.

Solution: Fill in both Betrag VON and Betrag BIS.

Reason: Each currency allows a certain number of decimal places. EUR and CHF have two, other currencies have three or none.

Solution: Adapt the input to the specifications of the selected currency.

PROFILE DATA

Problems with saving personal data

Reason: All fields in the profile area are mandatory. Phone only accepts digits – no spaces, no hyphens, no brackets, no plus sign.

Solution: Enter the telephone number as a pure sequence of digits. For example 004915123456789 instead of +49 151 23 45 67 89.

Reason: The e-mail address contains a special character that the system does not accept.

Solution: Check the e-mail address and enter it in standard format. Only letters, numbers and the special characters _ - . @ are permitted.

Reason: Time in the wrong format. The hour and minute must be entered correctly in the respective fields.

Solution: Select the time using the arrows next to the fields or make sure that the hour and minute are separated when entering the time manually.

AUTHORIZATIONS

If you can’t access data

Reason: Either the business partner number has been entered incorrectly or you do not have authorization for this partner.

Solution: Check entry. If correct, verify the business partner number using the search function (Sie kennen Ihre Händler-ID nicht?). If the result is still denied, have your authorization checked internally and extended if necessary.

Reason: Letters or special characters have been entered in the zip code field.

Solution: Digits only, no wildcards. If you only know parts of the zip code, use the city search.

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Merchant Online Portal is a service provided by Fiserv. SwiPay provides access as an independent acquiring partner. This page is part of the SwiPay Help Center – it supplements the official TeleCash user manual, but does not replace it.