Help & Support Centre

My card machine is not working, how can I fix it?

Whilst a wide range of card machines for small business owners to choose from is beneficial, unfortunately it does mean there's not a 'one-size-fits-all' approach to resolving technical issues if they arise.

However, we have 5 steps that can fix the majority of card machine errors, and is a great starting point before you drill down into the nuances of card machine manufacturers and model numbers. 

1. Reboot the card machine
 

Rebooting (or restarting) your card machine is the first port of call if you encounter an error. It refreshes the operating system and starts a new power cycle, which in turn can clear functional errors.

2. Remove the battery (and reconnect it)
 

Physically removing the battery from the handset is like the card machine equivalent of a 'hard reset'; It shuts the card machine down manually.

Leave the battery disconnected for 60 seconds, reconnect it, and then restart the card machine.

Note: Please ensure the card machine is powered down and all power cables are removed from the card machine and charging base before removing the battery.

3. Charge the battery to at least 25%
 

Although a card machine will stay powered on with 1% of its battery life, there are certain functions crucial to its performance, such as printing receipts and connectivity, that require at least 25% battery.

If you're below 25%, charge your card machine up.

4. Insert a till roll
 

Without a till roll inserted, a card machine is more likely to decline or error a payment. That's because as a merchant, you must have the ability to print at least a merchant copy of the the transaction.

Did you know? There's actually a sensor where the till roll is inserted which alerts the card machine if the cartridge is empty.

5. Run a software update
 

Downloading the latest software update for your card machine helps to maintain performance, gain new features and uphold the highest level of security. Additionally, if your card machine is producing an unexpected error, a likely cause is outdated software. A number of bugs and faults can be rectified by running a software update.

Unfortunately, there are some technical errors that can't be fixed using the steps listed above. However, most of them can be resolved remotely over the phone by one of our Customer Support team.

Please give us a call if you need some assistance.