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Troubleshooting
If you’re unable to resolve the problem after performing the following steps, please refer to
the Merchant Guide for more troubleshooting tips.
What problems can I easily resolve?
Problem Action Required
Bad Communication 1. There was a communication failure after the
transaction was initiated.
2. Verify your connections.
3. Press Cancel and try again.
Chip cards cannot be
processed
1. Try inserting a dierent card. If this card can be read,
the problem is with the irst card.
2. Use a cleaning card to clean the problem card reader.
Display screen is
blank
1. Ensure that the power cable is irmly connected to the
power port and the electrical outlet.
Magnetic stripe card
reader won’t read
cards
1. Try swiping the card more quickly or more slowly or
from the top of the reader towards you.
2. Request another form of payment. If this card can be
read, the problem is with the irst card.
3. Use a cleaning card to clean the problem card reader.
Printer does not print 1. Is there paper in the device? If there is, ensure that the
paper is loaded correctly.
Printer jam 1. Ensure that the paper feed is clear and that the paper
roll is seated correctly.
2. Ensure the printer lid is completely closed.
Terminal isn’t
powering on
1. Ensure that the power cord is properly inserted into the
Bluetooth base / charging base and an electrical outlet.
Then ensure that the terminal is properly seated in the base.
OR
1. Ensure that the power cord is properly inserted into
the terminal and a power source.
Transaction is not
going through
1. Ensure that the terminal is connected to the network via one
of the three communication types (Bluetooth, WiFi or 4G).
2. Check your Internet connection to ensure that it is working.
(Bluetooth and WiFi)
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