Resolve "9551 Signature Not Captured" Error on Universal Transaction Gateway

Note This only pertains to older PIN pads with the ability to accept electronic signatures. Modern device implementations do not follow this flow; see Universal Transaction Gateway: Error: Signature prompting for incorrect device for more detail.

What is causing this Error?

Error 9551 Signature Not Captured is an error that occurs when a customer selects Cancel on the signature screen of the PIN pad. When they select Cancel, it is canceling the electronic signature and NOT the transaction itself. This is expected behavior and by design.

How do I resolve this Error?

If you are canceling the electronic signature, the interface should print a receipt for the cardholder to sign. If it is not doing this, contact your interface vendor to troubleshoot the receipt printer.