Encountering technical glitches with your EFTPOS terminal can be a hassle, but thankfully, most issues can be resolved with a few simple steps. In this guide, we'll tackle some of the common problems you might face and provide quick, effective solutions. Remember, our 24/7 Technical Helpdesk is just a call away at 0800 EFTPOS if you need further assistance.
Rebooting your terminal resolves most minor technical issues. Before carrying out further troubleshooting steps, we recommend turning your device off and then back on.
1. Terminal Is Offline
Your terminal displays 'Comms Error' on the screen or frequently goes offline.
Fix it:
- Check Internet Connection: Verify your internet connection by testing it on another device.
- Cable Inspection: Ensure all cables are correctly plugged in and secure, avoiding any looseness.
Learn more about connection issues in our Online Help Centre here.
2.Terminal Printer Not Working
Your terminal is not printing receipts correctly or is printing receipts with vertical black lines on them.
Fix it:
- Paper Roll Check: Make sure your paper roll is inserted correctly.
- Maintenance Matters: Clean the printer cavity and use high-quality thermal paper for optimal results.
Learn more about printing issues in our Online Help Centre here.
3. Touchscreen Not Working
Your touchscreen is unresponsive.
Fix it:
- Clean Carefully: If the issue persists, clean your terminal following our guide here.
- Reach Out for Assistance: If the touchscreen remains unresponsive, contact our Helpdesk at 0800 EFTPOS (option 2).
Learn more about touchscreen troubleshooting in our Online Help Centre here.
4. Card Swipe Reader Not Working
Your terminal fails to read cards when they are swiped through the card reader.
Fix it:
- Check Swiping: Ensure customers are swiping their cards correctly.
- Clean Carefully: If the issue persists, clean your terminal following our guide here.
5. Terminal Displays 'ICC Declined'
Your terminal displays 'ICC declined' after a transaction.
Fix it:
- Check Internet Connectivity: Ensure your internet is functional by testing it on another device.
- Cable Check: Verify that all cables are correctly plugged in and secure.
Learn more about ICC Declined errors in our Online Help Centre here.
6. Terminal Displays 'Tamper'
Problem
Tamper errors can stem from power issues, physical damage, or liquid exposure.
Fix it:
- Reach Out for Support: To resolve a tamper error, you will need to contact our Technical Helpdesk at 0800 EFTPOS (option 2) for guidance.
7. Terminal Won't Charge
EFTPOS terminal consistently has low battery despite being placed on charging base.
Fix it:
- Check Your Charging Setup: Ensure your charging base is set up correctly and the charging pads on the terminal connect properly with the charging pins on the base.
- Clean Your Charging Base: Gently wipe the charging contacts on both the terminal and base with a dry cloth.
- USB-C Cable Alternative: Charge your terminal directly using a USB-C cable connected to a USB Wall Adapter.
Learn more about charging issues in our Online Help Centre here.
Need more help?
Leave your terminal troubleshooting queries in the comments below, see more troubleshooting tips in our online help centre here, or call our 24/7 technical helpdesk on 0800 338 767 (option 2).
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