Check to be sure that the POS/PMS system is passing the exact data that the PED device is configured for and what Tenerum has boarded. For example, if device and Tenerum has customer # xxxxxxx and terminal name HOTEL, in upper case, insure that the POS/PMS is sending that same exact criteria, case sensitive. You can type "111, enter" on the device to see how it is programmed.