HICAPS Terminals currently experiencing issues

 

We are aware of a technical issue that occurred between 5:20PM and 6:20PM AEDT on the evening of 09/03. The issue has impacted some of our customers payments and/or claims that were accepted on their terminals during this time window.

 

We note that your account may incorrectly display a debit transaction(s) instead of credit for your customers payment, please be advised that we are working to remediate this issue and have the correct transaction credit reflect on your account. We apologise for the inconvenience caused by this issue, please refer to this page for further updates that will be provide. If you'd like to lodge a complaint, please speak to one of our bankers on 13 22 65.

 

Customers continuing to experience issues with their terminal are advised to re-start their device to successfully connect to the network.

 

Please follow the below steps to restart your machine and successfully connect to the Network if required.

Terminal Recovery Steps

 

1.   Press [*], select option 3. Terminal Restart and press YES

2.   Once your terminal has restarted, complete a NAB logon by pressing [*] and selecting option 5. Terminal Login > 1. NAB

3.   Once the nab Logon is complete, proceed with a Medicare logon by pressing [*], select option 5. Terminal Login > 2. Medicare 

4.    Press SETTLE and select option 1. NAB > 2. Pre-Settlement

5.    If the Pre-Settlement fails, perform hard power reset by removing the power cord from side of terminal dock for Terminal VX820, or by removing the battery from the back of the terminal for VX680 (Mobile) and then holding down the green key for 10 seconds to power back on.

6.    Once terminal is back on the home screen, proceed with performing a software download by pressing FUNCTION and selecting option 9. Terminal SW Load