Merchant Services

Fix Credit Card Terminal Issues

Setup for your credit card terminal can be quick and easy, but sometimes you may need an extra hand. Review the tips below, and if you still need help, we’ll get you trained.

Connecting Your High-Speed Credit Card Terminal

If you are having difficulty downloading software or submitting transactions, check the following:

  • Verify that the cables are securely connected to the correct port on the terminal and the router.
  • Confirm that the credit card terminal’s amber and green lights are active (illuminated). These lights may be located where your Category 5 (Cat 5) Ethernet cable is connected to your terminal, or on the terminal’s display screen.
  • Try rebooting your router and/or terminal.
    • Disconnect the power cable to the terminal and router.
    • Unplug the CAT 5 cables connecting the equipment.
    • Wait approximately 30 seconds. Reconnect the cables and the power on the devices from the wall to the terminal.
    • Allow 60 seconds for the terminal application to reboot and establish a connection with the router.
  • If your establishment uses the same router to connect to a PC, you should attempt to visit a website to verify that the router is working properly.
  • Lastly, to verify whether the port is working properly, connect the terminal’s Cat 5 cable to the port on your router.

Connecting Your Dial Terminal

If you are having difficulty downloading software or submitting transactions, check the following:

  • Confirm that the phone cord is plugged into the correct port of the credit card terminal and in the wall jack or splitter. Plug a regular phone into the wall jack or splitter to ensure there is a dial tone.
  • Move the terminal to another wall jack or phone line and reattempt the communication.
  • Confirm that you are using the correct PBX Access Code (for example, dialing “9" first to reach an outside line) in the terminal. Sometimes adding pauses prior to the phone number can correct communication issues.
  • Make sure the call waiting feature is disabled, as that can interrupt the communication.

Digital Services Troubleshooting

Telecommunications companies are increasingly offering only Voice over Internet Protocol (VoIP) telephone service, which converts traditional analog audio signals into digital data for transmission over the Internet. In place of a standard dial analog phone line, you might opt to use VoIP communication for processing transactions. But, you should be aware of these limitations beforehand:

  • VoIP services could experience issues performing downloads. We have seen downloads incur some difficulty completing successfully, based on the amount of information being transmitted to the payment device.
  • If you are using a dial-only payment device with VoIP communication, you may need to locate an analog phone line in order to perform downloads.
  • If you are using a dual-communication device that is currently set for dial with VoIP communication, it is recommended that:
    • You either perform a download using IP-based (high-speed) communication, or
    • You perform a download using an analog phone line.
  • VoIP services could experience issues performing transactions. Not all VoIP services are compatible with stand-alone POS devices. Manufacturer recommendations call for use of an analog phone line.
    • If you are experiencing failures with VoIP communication, it is recommended that:
      • You perform transactions using a IP-based (high speed) communication, or
      • You perform transactions using an analog phone line.

Transaction Processing Pointers

Locate Your Merchant Number
Looking for your merchant number? You may have received it in a printed Welcome Kit or welcome email. If you use the iTerminal® professional payments solution or the Orbital® Virtual Terminal interface, it should be visible on the screen. It is also included on your merchant statement, which is available in our Resource Online reporting solution.

“Dialing Out" to Reach an Outside Line
If you have a multi-line business telephone system (formally referred to as a private branch exchange, or “PBX"), you may need to set up your terminal to “dial out" of the system to submit transactions for processing. For example, dialing “9" first to reach an outside line.

An authorization is normally valid between 5-7 days, depending on the issuing bank. If you wait longer than 5-7 days to capture the authorization for settlement, you’ll need to re-authorize the transaction before submitting it for settlement.

It usually takes approximately 1-3 business days for funds from a settled batch to appear in your bank account.

Fix an Incorrect Amount
Did you accidentally enter the transaction amount incorrectly? As long as the transaction is still in your open batch, you can void it and run a new sale for the correct amount.

Adjust the Transaction to Include a Tip
If you’ve settled a batch without adjusting a tip amount, just run the tip amount as a manual transaction. If you haven’t settled the batch yet and the option is available on your point-of-sale device, you can perform a Tip Adjust transaction.

Voiding a Transaction
If a transaction is voided, your point-of-sale software will attempt to release the hold from your customer’s card. If the hold is not released, the hold will appear on the customer’s card and the authorization will stay on the card for 5-7 days. The customer can contact their issuer to ask about removing the hold.

What to Do If You Cannot Process Transactions

First, refer to the information on this website to determine whether you can self-service your terminal. Our Product Support page may have the answer you need. If you need additional assistance, please contact the Help Desk at 800.934.7717. Follow the call menu prompts for Technical Assistance.

If you are using a point-of-sale system serviced by a third-party reseller/service provider, then you should contact that company to request support.

Voice Authorizations
If you need to process a transaction and your equipment is not functioning properly or your power service is out, you can request a voice authorization. There are two quick reference guides available to walk you through this process. One is available for merchants who settle their Discover® payments through Chase Paymentech and would call our system; the other is available for merchants who convey their Discover payments directly through Discover for processing and would call their system.