Troubleshooting - Card terminals

If you have problems with your card terminals, here is a list of possible solutions and troubleshooting.

Check if the terminal is powered on and is sufficiently charged.
If not, plug in the power cord. If it is a wireless terminal, charge it for at least 30 minutes. You can also try to reboot the terminal.

Check if the ethernet cable is securely connected to the terminal and the router.
You can also try to unplug and reconnect the cable or use a different port on the router. Please test the cable with another device to ensure it works properly.-- Some terminals have two similar-looking ports. If so, plug it into the ETH port on the terminal cable dongle.

Check if the router is working and has internet access.
You can connect a PC or smartphone to the same router and browse a website. If the router is not working, try to reboot it by unplugging and reconnecting the power cord. You can also contact your internet service provider for assistance.

Check if the terminal is configured to use the correct IP address and port for the local PC.
You can do this by accessing the terminal’s menu and selecting the ECR settings option. You may need to refer to the terminal’s user guide or contact your payment processor for specific steps.

Check if the terminal can communicate with the payment processor and the card issuer.
You can do this by performing a test transaction with a valid card. If the transaction is successful, the terminal is working correctly. If the transaction is declined or fails, you may receive an error code on the terminal’s screen. You can refer to the common error codes and their meanings to troubleshoot the issue. You may also need to contact your payment processor or the card issuer for further assistance
Check if the firewall is blocking the terminal
You can do this by searching for 'Windows Defender Firewall with Advanced Security' on the computer. Then open the Inbound Rules and check for any red marks regarding POS365.
You should always accept that POS365 can make changes to the firewall to ensure that nothing crucial to POS365 operations is blocked.

Note:

For guides in setting up card terminals, please see the section on hardware and our hardware connection guide:

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