Experiencing issues with your card terminal can interrupt the flow of your business and so our teams are here to quickly resolve these. Here we’ll guide you through how to report an issue with your card terminal so we can work on getting your business running smoothly again.
In this guide, we’ll cover:
- Fresha card terminals overview
- Getting started
- How to report an issue with your card terminal
- Fresha’s top tips
- Fresha's FAQs
Fresha card terminals overview
Fresha card terminals is a quick and easy payment method which allows you to accept in-store payments from clients who can choose to pay in a range of ways.
These portable devices are fully integrated with your business account, making checking out a streamlined process. If you’re experiencing any issues with your card terminal, you can report this directly to Fresha through your account. Our team will investigate our issue and work with you to resolve it.
Before reaching out, we recommend checking our handy card terminal troubleshooting guides which may cover the issue you’re experiencing.
To report an issue, we’ll need the following information so it’s good to have this at hand and ready to send:
- Full details about your issue
- A video showcasing the terminal's screen, illustrating the specific problem
How to report an issue with your card terminal
Log into your Fresha account.
Go to Payments.
Click on the three dots next to the terminal you are experiencing issues with.
Select Report issue.
A window will appear with a preset email that contains your terminal serial number.
Fresha’s top tips
🟣 To ensure a quick resolution, please provide us with as many details as possible regarding your issue. Make sure to include a video showcasing the terminal's screen, illustrating the specific problem you are encountering.
Should I report an issue with my card terminal if it won’t connect to the WiFi?
If you’re presented with a ‘Network type must be set up in Customer Area’ message when trying to connect your Fresha card terminal to WiFi, follow the steps to report an issue with your terminal so we can help get this resolved.
When would I need to report an issue with my card terminal?
There are many reasons you may need to report an issue with your Fresha card terminal, we recommend getting in touch if:
- Your card terminal shows an error message, e.g ‘TAMPER Maintenance Required - UAT’
- Your network is disconnected and you cannot connect through the troubleshooting steps
- Your battery will not charge
- Your Fresha card terminal will not accept payments
- Your Fresha card terminal turns itself off
My terminal is unresponsive after trying to hard reset, how do I fix this?
If your terminal is unresponsive after a hard reset or following any of the troubleshooting steps, you can report the issue through your Fresha account by clicking on the terminal under the Payments tab.
My terminal is unresponsive during a hardware test, should I report this?
If the terminal becomes unresponsive during a hardware test, you can report this directly through the terminal by selecting the Report issue button. Your issue will be logged on the terminal, stopping the test. This will then show the menu again.
I can’t take any payments from my card terminal, should I report this as an issue?
You can report an issue if your card terminal is failing to take payments from clients. We’ll be able to look into why this is occurring and provide the best solution.
What should I do if my card machine turns itself off?
If your Fresha card terminal turns itself off, we recommend reporting an issue so that we can investigate this further.
What should I do if my Fresha card terminal battery won’t charge and keeps losing power?
You may need to upgrade your Fresha card terminal if you find that the battery needs charging more regularly the longer you’ve had the device. To look into upgrading your device, follow the steps to order a new card terminal and state within your request that you’re looking to upgrade. If your card terminal is new and you’re experiencing issues with the battery, we recommend reporting an issue for Fresha to investigate.