Terminal playing up? No worries. Some of the most common issues and how to sort them are listed below.
- Terminal not turning on or screen not lighting up
- Terminal won’t connect to process a payment
- Alert irruption message on terminal
- Terminal not printing
- Terminal not connecting to the internet
Still can't fix it?
Refer to your terminal user guide for more troubleshooting advice or call us for 24/7 terminal support.
UK - 0800 103 2959
ROI - (01) 696 8393
Read How to handle payments & customers if your card machine is not working on our Paymentsense blog, which contains a range of advice for small business owners.
Terminal not turning on or screen not lighting up
- Unplug power, wait for ten seconds and then reconnect.
- Check all cables are firmly connected or battery pack is firmly in place.
- Check internet or phone line is working.
Terminal won’t connect to process a payment
Try a soft reboot.
- Hold down the clear button and the punctuation button (below the 9 key) at the same time for 3-5 seconds, until the terminal turns off.
- Once off, hold the enter button until the terminal powers on
- Try the transaction again
Alert irruption message on terminal
Contact us and we’ll put you in touch with the terminal manufacturer.
UK - 0800 103 2959
ROI - (01) 696 8393
Terminal not printing
Check that the receipt roll is installed correctly and the lid to the roll compartment is firmly closed.
Terminal not connecting to the internet
If you have trouble with your terminal's internet connection, please follow the steps below:
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Unplug all the cables from the terminal or charging base. Then reconnect them making sure the connections are firm.
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Unplug any wires from the plug socket, router, or phoneline port. Then and reconnect them making sure the connections are firm.
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Soft reboot your terminal following the steps below:
- Hold down the yellow 'clear' button and the 'punctuation mark' button at the same time until the screen goes blue or black.
- The terminal should automatically restart. If it doesn't, press the green 'enter' button until the terminal powers on.
Note: if your terminal has a power button, use it to turn the machine off and on again instead of following the above steps. - If your terminal is connected via Wi-Fi, repeat the steps for your router as well.