There are mainly 2 categories of PAX devices. Troubleshooting may vary depends on the type
- Traditional Terminals
- Smart Terminals
Pairing & Setup Errors
| ERROR | POSSIBLE REASON | SOLUTION | APPLIES TO |
| CONNECTION ERROR |
1. Communication failure between PAX and POS 2. PAX IP Address has not been set in the POS Settings. 3.If you power cycle (unplug and re-plug the power cable) the device will receive a new IP address from the router. This IP Address needs to be updated into the POS gateway settings. |
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All Terminals |
Payment Processing Errors
| ERROR | POSSIBLE REASON | SOLUTION | APPLIES TO |
| Credit Card Sale Timing Out |
1.User interaction with CC reader is too late
2. Manual Transactions with CC reader is taking more than 2 minutes |
1. Interact with the Card Reader as soon as it shows up the amount 2. Manual Transaction needs to completed within 2 min. You may bypass the address fields |
All Terminals |
| Credit Card chip failure |
1. Chip Card Malfunction 2. Chip Card Reader Malfunction 3. EMV Parameters Not Setup Correctly |
1.Try Using the Chip Card Reader If it fails 3 times the fallback mode will be activated and you can use a magnetic stripe to swipe the card. 2. Alternatively, you can use Apple Pay, Google Pay, or any NFC payments available 3.Ask the customers to use another form of payment if still doesn't work. 4. Contact your payment processor to set up the configuration/VAR Sheet. |
All Terminals |
PAX Hardware Errors
| ERROR | REASON | SOLUTION | APPLIES TO |