Before starting troubleshooting, gather a few basic details about the terminal and the issue.
Terminal Information
- Terminal model
- Application or interface
- Connection type: Wi-Fi, Ethernet, or cellular
- Standalone or connected to a POS/register
Issue Information
- Exact error message or code
- When the issue occurs
- Transaction type being attempted
- Whether one card or multiple cards are affected
- Whether one terminal or multiple terminals are affected
- Whether the issue worked previously
Recent Changes
Note any recent changes to the terminal, network, router, SIM, processor, or configuration.
Tip: Record the exact error and when it occurred before restarting or changing the terminal.