Understand why your card terminal is experiencing connectivity issues and resolve these before taking payment, using our helpful feedback. Learn how to spot, troubleshoot, and fix connection issues.
This guide covers:
Getting started
Before taking payment using a card terminal, we recommend that you have the following in place to help prevent connectivity issues:
- Confirm that payment processing is activated for your workspace.
- Make sure you have a stable internet connection.
Reasons for connection issues
Most connectivity issues are caused by poor internet connections, which is essential for linking your account and terminal.
Understanding why your terminal is not connected can help you resolve the issues before attempting to take payment. If there is a connectivity issue at the point of sale, you’ll see one of these messages:
- Terminal appears to be offline
- Your terminal is not connected
Resolving connection issues
When checking out an appointment using a card terminal, you’ll see a message letting you know if there an issue.
If you have one card terminal
To resolve card terminal connection issues at checkout:
- During checkout, choose the card terminal as your payment method.
- If there is a connection issue, a message will appear on the screen.
- Try the following troubleshooting steps to fix the issue:
- Reboot the device - Restart the Wi-Fi - Perform a hard reset - Update the card terminal software - From the checkout screen, select Retry connection.
- Once the terminal is connected, complete the payment and finish the checkout process.
If you have multiple card terminals
To resolve card terminal connection issues at checkout:
- During checkout, choose the card terminal as your payment method.
- Terminals with connection issues will be labeled as ‘Not available’.
- Click on the card terminal with the connection issue.
- Try the following troubleshooting steps to fix the issue:
- Reboot the device - Restart the Wi-Fi - Perform a hard reset - Update the card terminal software - From the checkout screen, select Retry connection.
- Once the terminal is connected, complete the payment and finish the checkout process.