Having problems with your PDQ machine or mobile card reader and just can’t seem to fix it? Perhaps it’s declining all contactless payments? Or is it taking forever and a day to process and accept payments?
Either way, we understand how frustrating it can be for you and your customers to not have a functioning card machine. So here at CardSwitcher are here to give you a few tips, suggest why your card machine might not be working, how you can fix it yourself, who to contact to get it fixed, and what your rights as a customer are.
DISCLAIMER: CardSwitcher operates solely as a comparison site to find you the best deal on card processing costs. It does not provide the terminal, nor does it have solutions for your exact terminal - you must contact your provider for exact information on how to troubleshoot. These tips are purely for informational purposes.
Why Your Card Machine Might Not be Working
Chances are the first thing that came out of your mouth when your card machine became non-responsive was “why is my card machine not working?!”, and then probably proceeded to poke around.
There are numerous reasons as to why your card machine might not be working, and don’t worry, none of these reasons blame you!
Faulty Credit Card Terminal Battery - The same with any battery-powered device, if the battery dies, so does the device (it is worth noting that the battery may simply need charged!).
Faulty/Outdated Software on the Terminal - Much like when the software on your phone needs an update, its performance dips. This is the same for your card terminal too - an update of the software will likely improve performance.
Damage to the Hardware - This can include damage to the insertion area where customers insert their cards for chip and PIN payments or equally the contactless NFC technology isn’t working.
Connectivity Issues - This is largely dependent on your card provider and the type of connection it relies on. If you are experiencing issues with your WiFi, phone network or mobile signal, this will likely cause connectivity issues for your terminal.
Problematic Payment Card - If your terminal isn’t accepting any payments, you can conclude that it’s the terminal having issues. However, if it’s not accepting payment from a particular customer, there may be issues with their card (lack of funds, first time use, outdated card, not equipped with contactless, reached contactless limit etc.
How to Fix Card Machine That isn’t Working
Before you go to contact your terminal provider or start sifting through support manuals, there may be a few things you can try yourself first! All of which do vary on your terminal.
Check there are no loose wires or connections.
Check all necessary areas light up.
Try rebooting the terminal (disconnect all power cables, wait 30 seconds, reconnect, wait a further 60 seconds).
Connect the terminal to a different power source.
Clean the terminal (specifically insertion points) - see the dos and don’ts of cleaning in this video.
Ensure it’s not your connection (internet, dial-up) by trying other devices connected.
Who Do I Contact If My Card Machine Isn’t Working?
As we said, we are not terminal providers. Therefore, if you are having issues with your card machine and it isn’t working, in order to have the problem resolved efficiently and correctly, contact your provider.
You’ll find some useful links to customer service/troubleshooting guides published by different card terminal/reader manufacturers below:
If you are having repeated problems with your card terminal/reader, reach out to the provider to ask them what they suggest is the best plan of action.
If your machine is under warranty, you should be entitled to a brand new replacement machine.
Card Machine Can’t Be Fixed - What Now?
If you have already:
- Tried fixing it yourself
- Spoken to your terminal provider
- Had an engineer sent by your terminal provider look at it
And it still doesn’t work, then perhaps it’s time to get a new one.
If you’re unhappy with the reader you were given and the provider has been less than helpful, you may want to consider switching to a new terminal and/or provider.
CardSwitcher is here to help you out there. You can compare card machine terminals (counter top, portable, and mobile) with us. We also have a list of our favourite mobile card readers, with some exclusive deals if you use CardSwitcher’s affiliate links.
If you’re considering switching out your card reader, you should check you’re not overpaying on your card payment processing fees. You can compare credit card processing with CardSwitcher - save up to 40% on what you currently pay!
Try rebooting the terminal (disconnect all power cables, wait 30 seconds, reconnect, wait a further 60 seconds). Connect the terminal to a different power source. Clean the terminal (specifically insertion points) - see the dos and don'ts of cleaning in this video.
Common issues which can result in a credit card terminal not working can include a faulty credit card terminal battery, faulty software on the credit card terminal, damage to the hardware or damage to the swipe facility where a customer would traditionally insert their card for a Chip and PIN card payment.
Make sure the card works the way you're trying to use it. The required method of entry may depend on the type of card, transaction, or payment device that is being used. EMV Readers require cards with a physical "chip" on one side of the card. This is usually located on the front of the card on the right side.
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.
Make sure the card reader has power and that your phone or tablet is connected. Ensure there isn't anything blocking the card slots. Make sure the magstripe or chip of the card is facing the right direction when swiping or inserting the card. Swipe or insert card with a more constant speed.
The only way to manually write down credit card information and enter it later is to use POS software that is permitted by PCI DSS to do so. This software allows you to store a customer's card details in their offline-capable system, along with printing the customer a consent form to sign.
Purchase a card reader cleaner from an office supply store or online. Used compressed air to blow any debris out the card swiper. Use a cotton swab and rubbing alcohol to clean any debris out the card swiper. (If you use this method, be sure to let the swiper dry completely before using it again.)
It could be the result of normal wear-and-tear, heat or water damage, or grime buildup. Or it could be an issue with the card terminal or your account. Try to clean your card to see if that helps. If you're in the middle of a purchase, swipe your card instead of inserting it into the terminal.
To reset the card reader on a vending machine, press and hold the two upper black buttons until the display turns off.Then, press and hold the two red and yellow lower buttons to force a reset. This doesn't work for every card reader, so be sure to check the manufacturer's guidelines for your machine.
One of the most frequent issues with vending machines are the coin mechanisms getting jammed. This can prevent customers from inserting coins or cause the machine to dispense incorrect change. To fix this problem, you will need to open the coin mechanism and clear any obstructions or debris.
Press the Reset button on the back of the reader using a paperclip/safety pin. A successful reset is indicated by the Reader's lights turning back on and beeping 3 times.
First, check that the card machine is turned on and properly connected to a power source. If it's a wireless device, make sure that it's connected to the network and that the signal strength is strong enough. If the machine still isn't working, try rebooting it.
Check that the receipt roll is installed correctly and the lid to the roll compartment is firmly closed. Check the battery level, if it's below 5% your machine won't print receipts. Make sure it sits on the charging base when not in use. If the printer is printing too faint , the paper may be in the wrong way.
Try inserting the memory card into another compatible device to ensure that the issue is not due to a damaged card reader slot. If the card reader slot is clogged with dust, try cleaning it to see if the problem can be resolved.
If the credit card issuer has declined a transaction, it's a good idea to call the number on the back of your card and find out why. The bottom line: If your credit card isn't working, contact your card issuer for a replacement card. You may also want to consider a contactless card or using mobile payments.
Introduction: My name is Lidia Grady, I am a thankful, fine, glamorous, lucky, lively, pleasant, shiny person who loves writing and wants to share my knowledge and understanding with you.
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