Most issues can be resolved by doing some basic troubleshooting. Something that is very critical to note is that the exact order of things matters. So if you have tried some of the steps or have done them out of order, then you need to go through the troubleshooting steps again in the exact order. Use the section below to complete steps before moving on to more advanced troubleshooting.
Sometimes turning a device off/on again can clear the device cache, install pending system updates, and do other magic troubleshooting things. This should always be the first step:
In order to process transactions, the account needs to be fully setup and approved. If the account is still pending approval or is in a Restricted status then transactions won’t be able to be processed.
Sometimes transactions started from the point-of-sale may not reach the terminal. The most likely reason for this is that the device was not paired correctly or lost connection with the internet or point-of-sale. To check for this, review the following page:
How to tell the terminal is paired
Sometimes the terminal can lose connection to the network or have a poor connection. While these notifications should display on the device, it is possible to miss them. Turning the Wi-Fi off/on again will prompt a message if it can’t connect or doesn’t have a strong connection. If one of these messages pops up, reference the network troubleshooting steps.
Battery life can affect many functions of the device, including Wi-Fi connection. Scrolling down from the top of the device should show the battery icon. If the icon is red then some functions may be affected and it should be charged before proceeding.