If all transactions are being declined, the issue may be related to connectivity, card or software errors. Follow the steps below to help resolve the problem.
- Restart the terminal.
- Power it off, wait a few seconds, then turn it back on.
- Check network connectivity.
- Ensure the terminal has a stable Wi-Fi or mobile (4G) connection.
- Inspect the card.
- Confirm the card is not expired or damaged.
- Ensure it is from a supported card scheme.
- If using a PIN, double-check for correct entry.
- Test different payment methods.
- Try contactless, chip & PIN, and magnetic stripe options.
- Test with cards from multiple card schemes/issuers to rule out isolated card issues.
- Check software status.
- Ensure your terminal software and firmware are fully updated.
If the issue continues, contact Helpdesk and include the following details to help resolve it faster.
- Merchant name
- Merchant ID (MID)
- Terminal serial number (SN)
- Card brand(s) used
- Frequency of declined transaction(s)
- Time frame of the transaction(s)