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Card terminal troubleshooting

There are a number of reasons why your card terminal might not be working properly and in most cases, the issue can be fixed in just a few simple steps. Below we've outlined some of the issues you might be having and a few tips and tricks for getting your card terminal back up and running again.

If you're still having issues with your card terminal after completing these checks, get in touch with our Partner Support team and we can look into this further for you.

My card terminal isn't turning on

If your card terminal isn't turning on, we'd recommend trying the following:

  1. Make sure that you’ve connected all necessary items that were delivered with the card terminal. 
  2. Make sure that the power cord is plugged in and charge the card terminal for at least 30 minutes. 
  3. Hold the green :green_circle: button for at least 3 seconds.  

My card terminal has been tampered with

If the card terminal has been tampered with, this is a security breach and the card terminal needs to be replaced. The tamper detection is a protection mechanism to guarantee secure processing. It prevents unauthorised persons from making adjustments to the terminals. 

When the display of the card terminals shows the word Tamper or Tampered, stop using the device and get in touch with our Partner Support team straight away. 

I’m having data issues with my card terminal

It’s likely your card terminal isn’t connected to the network, try the below: 

  1. Press followed by the green :green_circle: button on your card terminal. 
  2. Enter PIN 1234 for the Staff menu and press the green :green_circle: button
  3. Go to Power off and press Turn off.
  4. Turn the card terminal on. 

If this doesn’t work, try the steps outlined below.

I’m having connection issues with my card terminal

If your card terminal displays a Not connectedNetwork not connected or Disconnected message, try the below options: 

Reboot the device

  1. Press followed by the green :green_circle: button on your card terminal. 
  2. Enter PIN 1234 for the Staff menu and press the green :green_circle: button. 
  3. Go to Power off and press Turn off
  4. Click Yes to confirm you'd like to shut down the device.
  5. Turn the card terminal on.

Check if the Wi-Fi router is connected correctly

Check that your Wi-Fi is working with other devices such as your phone or laptop. If the Wi-Fi router doesn’t work properly with a different device, get in touch with your internet provider to look into this further. 

If the router is active but the card terminal is not connecting to the Wi-Fi, try the below. 

Restart the Wi-Fi on the card terminal 

  1. Press followed by the green :green_circle: button on your card terminal.
  2. Enter PIN 1234 followed by the green :green_circle: button and select Network .
  3. Select Wi-Fi wifi.png, and enable the Wi-Fi toggle.
  4. Click on the icon to see the list of all available networks.
  5. Choose the Wi-Fi network you’d like to join.
  6. Enter the Wi-Fi password and press the green :green_circle: button.
  7. Allow the Wi-Fi wifi.png and the ☁️ icon to appear - this may take a few minutes.

Update your card terminal software

If you're having issues with your card terminal disconnecting or it needs updating, try the below:

  1. Press 9 followed by the green  button on your card terminal.
  2. Enter PIN 5358 followed by the green  button.
  3. Go to Network , click on Cellular and switch it off via the radio button.
  4. Press ❌.
  5. Go to Wi-Fi wifi.png and click on the  icon next to the network you wish to remove. 
  6. On the new screen click on the bin icon 🗑️ and select Yes to remove your existing Wi-Fi network. If you haven't connected to the Wi-Fi network before, skip to the next step.
  7. Press on the ➕ icon to see the list of all available networks. 
  8. Choose the Wi-Fi network you’d like to join. If you're having trouble finding it, activate your mobile hotspot on your mobile device and connect to the wireless through there.
  9. Enter the Wi-Fi password and press the green  button.
  10. Wait until it connects then press ❌.
  11. Go to Software and press the Update button.
  12. Wait until the software has fully updated - this can take up to 20 minutes to complete.

I’m having issues with my card terminal battery

If you’re experiencing issues with the battery or the battery icon shows an ‘X’ symbol inside, try the below options: 

Reboot the device

  1. Press 1 followed by the green :green_circle: button on your card terminal. 
  2. Enter PIN 1234 for the Staff menu and press the green :green_circle: button
  3. Go to Power off and press Turn off.
  4. Turn the card terminal on. 

Charge the card terminal 

Make sure the card terminal has been charged for at least 30 minutes before you use it. If the battery is still not charging, try connecting the card terminal to a different charger. Charge overnight for the best results.

If the terminal still does not charge and the terminal has a removable battery, try the below. If the card terminal doesn’t have a removable battery, get in touch

Take out the battery 

  1. Remove the battery cover from the back of the card terminal.
  2. Take out the battery.
  3. Make sure there is no dust or debris between the battery connector and the card terminal.
  4. Put the battery back in the card terminal.
  5. Press and hold the green :green_circle: button for at least three seconds to restart the card terminal.

I’m having keyboard issues with my card terminal

  1. If the keyboard is failing or a key is stuck which means your card terminal is making a constant noise: 
  2. Press followed by the green :green_circle: button on your card terminal. 
  3. Enter PIN 1234 for the Staff menu and press the green :green_circle: button.
  4. Go to Power off and press Turn off.
  5. Turn the card terminal on. 

I’m having printing issues with my card terminal

  1. If your card terminal doesn’t print any receipts:
  2. Open the receipt roll cover. 
  3. Remove any dust or scraps of paper. 
  4. Check for anything that may be blocking the receipt roll in any way. 
  5. Check if there are any loose or broken parts. 
  6. If the receipt has pink stripes on the paper, this means the roll is almost out of paper. You’ll need to replace the receipt roll. 

NOTE: mPOP printers are not compatible with Fresha. Please use an alternative printer provider when using Fresha and our card terminals.

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