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Valor Troubleshooting- Common Error Codes

V0097 or "System Unavailable" — Clear Reversal and Restore Service

V0097 or "System Unavailable" — How to Clear and Restore Service

Summary: If the terminal shows V0097 or System Unavailable (often during refunds), clear the pending reversal in Host Utility, power‑cycle, then retry the transaction.

Use the steps below to clear the condition and return the terminal to service. These steps reflect the standard V0097 troubleshooting guidance.

Steps

1) Delete the stuck refund / clear the reversal

  1. On the terminal, tap the three lines (menu) at the bottom of the screen.
  2. Arrow down to Host Utility.
  3. When prompted for a password, enter the last 4 digits of the EPI shown on the terminal screen.
  4. Select Clear Reversal (or Delete Refund/Clear Reversal, depending on the device UI). This removes any pending reversal that is blocking the transaction.
Why this matters: Clearing the reversal prevents the terminal from re‑presenting the same stuck state after reboot.

2) Power‑cycle the terminal

  1. After clearing the reversal, disconnect power (or unplug), wait ~10 seconds, then restore power.
  2. Allow the terminal to complete a clean reboot.

3) Retry the transaction

  1. When the terminal shows it is ready, reattempt the refund or the original transaction.

Notes & tips

  • Host Utility password: It is explicitly the last four digits of the EPI currently shown on the terminal. This is required to enter Host Utility.
  • Order of operations: Always clear the pending reversal before power‑cycling.

Troubleshooting: Package ID Empty (EPI / Package errors)

If, during EPI entry or package provisioning, the terminal displays "Package ID Empty"—sometimes with a numeric code (e.g., 23000401)—this typically indicates the EPI was entered incorrectly (wrong sequence, invalid format) or does not match the package/EPI assigned in the portal.

  1. Verify the assigned EPI: Ensure you are using the precise EPI with no extra spaces or characters.
  2. Re‑enter the EPI on the terminal: Carefully key it exactly as it appears in the portal or provisioning sheet.

Common mistakes include missing digits, extra leading zeros, and unintended spaces or characters. If a numeric code (e.g., 23000401) was shown earlier, entering the correct EPI should resolve the issue.

Troubleshooting: Invalid/Incorrect Device Mapping

This condition usually means the serial number is locked on Valor's side.

  1. Search Valor for the terminal's serial number.
  2. If it is not locked to another merchant, call Valor—they must unlock it on their end.
Why this happens: A serial locked to a different account will prevent proper mapping until Valor releases it.

Troubleshooting: Faded Receipts on VL550

If receipts are fading and you have already used compressed air, checked the paper roller, and tried a new roll of paper, check the battery level.

Battery saver behavior: When the terminal battery is below 50%, print density may be reduced and receipts can appear faded to conserve power.
  1. Charge the terminal above 50% (or keep it plugged in) and reprint the receipt.
  2. Confirm the paper is thermal and correctly oriented; re-seat the roll if needed.

Valor Text Message

Sending text messages for receipts is free. However, sending marketing promotions via text allows the first 100 messages per month at no charge; after that, each additional message costs $0.05 per text.

Additional information: Merchants have online access to view every transaction, survey, and report, including tip reporting features.

Valor EPI Switch

  1. Press the Star key on the screen, then press #6 (yellow button).
  2. Enter the desired EPI number and press the green button.
  3. Done.

Valor Update Terminal

To update a Valor terminal, navigate to the main screen by pressing the red "X" button several times.

  1. Press the Star icon on the touch screen.
  2. Press the number 6.
  3. Press Enter.
Automatic update: The terminal will begin updating once these steps are completed.

If updating a VL550, tap the three lines menu on the screen to begin the update directly from the terminal interface.

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