EFT Troubleshoot

1. Terminal displaying 'comms error'

Problem

Your terminal displays 'Comms Error' on screen or frequently goes offline.

Fix it

• Turn your terminal off and then back on - we're not kidding! Rebooting your terminal can fix most minor technical issues
• Make sure your internet is working by testing it on another device
• Check if the cables are in the correct ports and aren't loose

2. Terminal printer not working

Problem

Your terminal is not printing receipts correctly or prints receipts with vertical black lines on them.

Fix it

• Change your paper roll
• Turn your terminal off and then back on
• Make sure you're using the correct sized paper roll
• Clean the printer cavity
• Check if the paper is loaded so it feeds from the bottom of the roll
• Make sure you're using high quality thermal paper

3. Touch screen not working

Problem

Your touchscreen is unresponsive.

Fix it

• Turn the terminal off and then back on again
• Try cleaning your terminal. See here for how to clean your device without damaging it
• If the touchscreen is still not responding, call our helpdesk on 0800 EFTPOS (option 2)

 

4. Card swipe reader not working 

Problem

Your terminal fails to read cards when they are swiped through the card reader.

Fix it

• Make sure your customer has swiped their card correctly
• Turn your terminal off and then back on again
• Use a cleaning card to clean your card reader. You can purchase these in our Combination Value Packs available on our Eftpos Web Shop.

 

5. Terminal displays 'ICC Declined'

Problem

Your terminal displays 'ICC declined' after a transaction.

Fix it

• • Turn your terminal off and then back on - we're not kidding! Rebooting your terminal can fix most minor technical issues
  • Make sure your internet is working by testing it on another device
  • Check if the cables are in the correct ports and aren't loose

Get more tips for resolving Comms Errors here.

Learn more about what ICC Declined means here.

6. Terminal displays 'Tamper'

Problem

Your terminal displays 'Tamper Error' on screen.

Fix it

A tamper error can occur if a terminal experiences a power cut, power surge, is knocked or dropped too hard, or if liquid gets inside the terminal. This error can also occur if the terminal’s case is opened. Tamper errors are a security feature designed to protect your terminal from unwanted modification. To resolve a tamper error, the terminal must be returned to our secure repair facility. Call 0800 EFTPOS (option 2) to speak to our Technical Helpdesk and arrange a swap out.

7. Internet connection is down

Problem

Your internet goes down and your terminal can't connect to the payment network.

Fix it

Chances are that at some point you'll experience an internet outage. Without an internet connection your EFTPOS terminal will lose connectivity to the payment network. In most cases, the device will automatically enter Offline Mode and begin storing transactions to upload when connectivity is re-established. This means you can keep taking payment. Read more about Offline Mode here.

Give your Internet Service Provider a call to discuss the fault.