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Troubleshooting and FAQ

Common Resolution Steps

Many problems can be solved by reading the questions and answers provided here. Consult the FAQ section below and follow these steps if required.

I've Forgotten my Refund or Merchant Passcode

Call support who will assist you to change your passcodes.

Can I enter card details manually so I can process orders?

No, speak to your support team if you require further details.

Why is Manual Entry not available?

Due to the increased chances of chargebacks using this method of payment, you may need to contact your provider to enable these features. Contact support for more information on how to register for this capability.

Can I perform MOTO transactions on my terminal?

No, MOTO transactions are not currently available on the terminal.

My Terminal displays 'Device Tampered'

If the terminal detects any attempt to modify it then it will respond by 'tampering’ and display 'Unit Tampered'. This protection occurs regardless of whether the terminal is powered up or not. When the terminal tampers, it erases all sensitive information, such as the acquirer / bank keys used for transaction processing.

The terminal will not be able to perform any transactions from this point onwards. The terminal needs to be returned to support to reset the tamper condition. The terminal indicates a tamper response by displaying a particular message once the tamper event occurred.

Blank Screen / Terminal isn’t Turning On
  1. Ensure the battery is charged to a sufficient level. Additional information on the battery state can be found using the status light.
  2. Reboot the terminal by following these instructions.
  3. If the problem persists, contact support.
My Terminal is Frozen / Not Responding

In the rare event that the terminal is on but unresponsive, a reboot can be triggered by holding down the 'ENTER' button and then holding the 'CANCEL' button simultaneously. When the screen goes blank, release all buttons.

This action is a last resort if terminal is unresponsive.

Why is my printer not printing? (Standalone)
  1. Open the printer hatch and ensure the paper is correctly inserted and isn't caught on anything.
  2. The paper roll must be inserted the correct way around. See instructions here to ensure it is.
  3. Check to see if there is any damage to the paper roll. Replace roll if necessary.
  4. Ensure the printer hatch is closed completely. There are clips on both sides - ensure that as you close the lid you feel them click into place and the cover is level with its surrounds.
How do I check if my terminal able to access the network?

If the terminal has no internet, a "no internet" banner will appear on the purchase screen (standalone). If you encounter this, please complete the following steps:

  1. Select the menu button (☰) from the top edge of the display and then tap on the Settings button.
  2. Tap on Communications and enter the Merchant Passcode.
  3. Tap on any available networking options and follow the prompts outlined in the network menu.

If cellular communications or Wi-Fi have been turned on and are visible in the status bar, please attempt the steps outlined below.

Perform a Host Logon in the terminal dashboard by following these instructions:

  1. Select the menu button (☰) from the top edge of the display and then the Host Logon button.
  2. Review the receipt which should display 'Approved'. If you receive any other error, look up the error code and take the recommended steps to rectify.

If you can successfully perform a host log-on, but still cannot transact, please contact our technical support team.

How do I get more paper rolls? (Standalone)

Paper rolls can be organised by contacting the support team.

Any Other Issues

For any other issues, please contact support and we will help you in any way we can!