{"id":35617,"date":"2026-05-01T23:16:31","date_gmt":"2026-05-01T21:16:31","guid":{"rendered":"https:\/\/swipay.ch\/help-center\/mop-help-center\/system-messages\/"},"modified":"2026-05-21T08:59:28","modified_gmt":"2026-05-21T06:59:28","slug":"06-messages","status":"publish","type":"page","link":"https:\/\/swipay.ch\/en\/help-center\/mop-help-center\/06-messages\/","title":{"rendered":"System messages"},"content":{"rendered":"

MOP Help Center<\/a> | 06 System messages<\/p>\n<\/div>

SOLVING PROBLEMS<\/h6><\/div>

Understanding system messages<\/h1><\/div>

The most common error messages in the MOP, what they really mean and how you can fix them immediately – without a support call.<\/p>\n<\/div><\/div><\/div><\/div><\/div>

SESSION & LOGIN<\/h6><\/div>

Problems with logging in and out<\/h2><\/div>
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<\/i><\/i><\/span>"Sorry, your user session has expired."<\/span><\/a><\/h4><\/div>
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Reason:<\/strong> You have been inactive for too long. The system automatically logs you out for security reasons. <\/p>\n

Solution:<\/strong> Click on the login link in the message or go back to https:\/\/mop.telecash.de\/mop\/tc<\/code> and log in again.<\/p>\n<\/div><\/div><\/div>\n

<\/i><\/i><\/span>"Self Service not active - confirmation link has already been used."<\/span><\/a><\/h4><\/div>
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Reason:<\/strong> 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. <\/p>\n

Solution:<\/strong> Request a new initial password via the Passwort vergessen?<\/code> function and use the new link exactly once.<\/p>\n<\/div><\/div><\/div>\n

<\/i><\/i><\/span>"The captcha you entered was incorrect."<\/span><\/a><\/h4><\/div>
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Reason:<\/strong> You have entered the security captcha incorrectly in the password reset process.<\/p>\n

Solution:<\/strong> Try again with the newly displayed captcha. Pay attention to upper and lower case.<\/p>\n<\/div><\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div>

SEARCH & ENTRIES<\/h6><\/div>

If the search returns nothing or complains<\/h2><\/div>
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<\/i><\/i><\/span>"No data was found for your search query."<\/span><\/a><\/h4><\/div>
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Reason:<\/strong> There are no hits for the selected search criteria. Frequently: too narrow a time period or too specific a filter. <\/p>\n

Solution:<\/strong> Reduce the filters step by step. First expand the time period, then remove other filters until you have hits.<\/p>\n<\/div><\/div><\/div>\n

<\/i><\/i><\/span>"Your search returned more than 3000 hits. Please specify your search."<\/span><\/a><\/h4><\/div>
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Reason:<\/strong> Hit limit reached. The portal shows a maximum of 3000 data records per query. <\/p>\n

Solution:<\/strong> 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.<\/p>\n<\/div><\/div><\/div>\n

<\/i><\/i><\/span>"A value is required."<\/span><\/a><\/h4><\/div>
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Reason:<\/strong> A mandatory field has been left blank. You can recognize mandatory fields by the red asterisk. <\/p>\n

Solution:<\/strong> Check the field marked with a red cross, enter a valid value, confirm with Enter.<\/p>\n<\/div><\/div><\/div>\n

<\/i><\/i><\/span>"The reference number is not valid \/ not correct."<\/span><\/a><\/h4><\/div>
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Reason:<\/strong> 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 (%<\/code>). <\/p>\n

Solution:<\/strong> Enter the complete reference number in the correct format. Check whether you have copied it from the correct document.<\/p>\n<\/div><\/div><\/div>\n

<\/i><\/i><\/span>"Authorization number must be 6-digit alphanumeric."<\/span><\/a><\/h4><\/div>
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Reason:<\/strong> The authorization number issued by the card issuer has exactly 6 digits. Special characters are not permitted. <\/p>\n

Solution:<\/strong> Check entry, correct if necessary. If you are missing the number, it is better to search using other fields such as date and amount.<\/p>\n<\/div><\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div>

AMOUNTS & DATE<\/h6><\/div>

Format problems with numbers and time periods<\/h2><\/div>
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<\/i><\/i><\/span>"The date is either not valid or does not correspond to the following format DD.MM.YYYY."<\/span><\/a><\/h4><\/div>
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Reason:<\/strong> Date entry incomplete or incorrectly formatted. The system only accepts TT.MM.JJJJ<\/code>. <\/p>\n

Solution:<\/strong> Enter the date completely in the correct format or select it more conveniently using the calendar function.<\/p>\n<\/div><\/div><\/div>\n

<\/i><\/i><\/span>"The date is outside the valid range."<\/span><\/a><\/h4><\/div>
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Reason:<\/strong> You have selected a period in which no data exists – such as a date in the future or further back than 180 days.<\/p>\n

Solution:<\/strong> Enter a valid period. In the calendar, you will see underlined days on which dates are available.<\/p>\n<\/div><\/div><\/div>\n

<\/i><\/i><\/span>"Date FROM must not be after the date TO."<\/span><\/a><\/h4><\/div>
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Reason:<\/strong> Classic typing error – the start date is after the end date.<\/p>\n

Solution:<\/strong> Correct the order. Datum von<\/code> must be before Datum bis<\/code>.<\/p>\n<\/div><\/div><\/div>\n

<\/i><\/i><\/span>"There must be a maximum of 31 days between the FROM date and the TO date."<\/span><\/a><\/h4><\/div>
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Reason:<\/strong> In authorizations, transactions and payments, the individual search is limited to 31 days – even if the data is available retroactively for 180 days.<\/p>\n

Solution:<\/strong> Split the search into several queries, each with a maximum period of 31 days.<\/p>\n<\/div><\/div><\/div>\n

<\/i><\/i><\/span>"Transaction amount - Since you have entered an amount, the currency must be selected."<\/span><\/a><\/h4><\/div>
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Reason:<\/strong> 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. <\/p>\n

Solution:<\/strong> Select the relevant currency in the Transaktionsw\u00e4hrung<\/code> field or enter the ISO code (e.g. EUR<\/code>).<\/p>\n<\/div><\/div><\/div>\n

<\/i><\/i><\/span>"Transaction amount - The corresponding amount FROM \/ TO is missing."<\/span><\/a><\/h4><\/div>
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Reason:<\/strong> When searching for an amount, both<\/strong> fields must be filled – even if you are searching for an exact amount. Then just with identical values in both fields. <\/p>\n

Solution:<\/strong> Fill in both Betrag VON<\/code> and Betrag BIS<\/code>.<\/p>\n<\/div><\/div><\/div>\n

<\/i><\/i><\/span>"Only 2 decimal places are possible for the selected currency."<\/span><\/a><\/h4><\/div>
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Reason:<\/strong> Each currency allows a certain number of decimal places. EUR and CHF have two, other currencies have three or none. <\/p>\n

Solution:<\/strong> Adapt the input to the specifications of the selected currency.<\/p>\n<\/div><\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div>

PROFILE DATA<\/h6><\/div>

Problems with saving personal data<\/h2><\/div>
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<\/i><\/i><\/span>"The phone number is missing." \/ "The phone number is in the wrong format."<\/span><\/a><\/h4><\/div>
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Reason:<\/strong> All fields in the profile area are mandatory. Phone only accepts digits – no spaces, no hyphens, no brackets, no plus sign. <\/p>\n

Solution:<\/strong> Enter the telephone number as a pure sequence of digits. For example 004915123456789<\/code> instead of +49 151 23 45 67 89<\/code>.<\/p>\n<\/div><\/div><\/div>\n

<\/i><\/i><\/span>"Email: only letters, '_', '-', '.', '@' or numbers are allowed."<\/span><\/a><\/h4><\/div>
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Reason:<\/strong> The e-mail address contains a special character that the system does not accept.<\/p>\n

Solution:<\/strong> Check the e-mail address and enter it in standard format. Only letters, numbers and the special characters _<\/code> -<\/code> .<\/code> @<\/code> are permitted.<\/p>\n<\/div><\/div><\/div>\n

<\/i><\/i><\/span>"An invalid time frame was specified."<\/span><\/a><\/h4><\/div>
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Reason:<\/strong> Time in the wrong format. The hour and minute must be entered correctly in the respective fields. <\/p>\n

Solution:<\/strong> 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.<\/p>\n<\/div><\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div>

AUTHORIZATIONS<\/h6><\/div>

If you can’t access data<\/h2><\/div>
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<\/i><\/i><\/span>"Unfortunately, the business partner could not be selected."<\/span><\/a><\/h4><\/div>
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Reason:<\/strong> Either the business partner number has been entered incorrectly or you do not have authorization for this partner. <\/p>\n

Solution:<\/strong> Check entry. If correct, verify the business partner number using the search function (Sie kennen Ihre H\u00e4ndler-ID nicht?<\/code>). If the result is still denied, have your authorization checked internally and extended if necessary.<\/p>\n<\/div><\/div><\/div>\n

<\/i><\/i><\/span>"Merchant zip code must be numeric."<\/span><\/a><\/h4><\/div>
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Reason:<\/strong> Letters or special characters have been entered in the zip code field.<\/p>\n

Solution:<\/strong> Digits only, no wildcards. If you only know parts of the zip code, use the city search.<\/p>\n<\/div><\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><\/div>

<\/i><\/span>

When you should contact support<\/h3>\n

You can solve most error messages yourself in under two minutes. Get in touch if: <\/p>\n