Use these steps if a connected PIN pad is not responding to the POS or register.
Troubleshooting Steps
- Stop or cancel the active transaction if it can be safely ended.
- Confirm the PIN pad has power.
- Check that all cables are securely connected.
- Check the network connection if the PIN pad uses a network connection.
- Confirm the POS or register recognizes the payment device.
- Safely restart the device if necessary.
Contact Support If
- The POS continues to show the PIN pad as disconnected.
- The PIN pad does not power on.
- Transactions repeatedly time out between the POS and terminal.
- A key, encryption, tamper, or registration error appears.
Important: If a payment timed out, verify the transaction status before attempting it again.