Is the payment device fully charged?
The payment device should have a direct power source (wall or power strip, not piggybacking off the computer). If the payment device is plugged into the computer it will not charge fully, and the battery will degrade and stop working.
Is the payment device connected to the internet?
Is the payment device connected via WiFi or hardwired with Ethernet? How is the internet's strength?
A hardwired Ethernet connection produces the best results.
Does your WiFi network have a firewall, make sure the payment devices are allowed by your IT Administrator to join the network.
Is the payment device up to date with the latest software version?
Some payment devices may need to be updated with the software to operate effectively. In some cases, rebooting the device will automatically trigger the device to update to the latest software version. If you still experience issues after rebooting, please reach out to [email protected].
Best Practice:
It's recommended to charge and reboot all of the your payment devices daily to ensure they continue to operate effectively, with the latest device software.
Is the payment device logged into the “Payment App” and ready to accept transactions?
Certain devices may require an app that is installed, and logged into on the device in order to be ready to accept new transaction.