Card Terminal
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      1. SalesCloud Knowledge Base
      2. Troubleshooting
      3. Card Terminal

      When your card reader loses connection to POS

      Learn how to troubleshoot connection issues between your POS and card reader

      The first thing you need to do is identify the type of card reader being used.

      There are three different types of card reader connections, each being used for a different group of devices. 

      The three groups of devices (and therefore connections) are:

      • Verifone VX devices - Most common are devices like VX690 and VX820. This group has reached end of life stage and is being phased out with the group below replacing it.
      • Verifone android devices - New devices being rolled out by Verifone. The most common device is T650p.
      • Teya Poslink - Devices supplied by Teya. Most common are the Sunmi P2 pro and PAX A920pro

      Each group of devices has uniqe troubleshooting steps.

       

      Verifone VX devices

      1. A restart of the card reader is a good place to start
      2. Check if both devices (tablet and card reader) are on the same network. They must be for the connection to work.
      3. If the card reader is not connected to wifi or on the wrong network Verifone can assist with connecting it back. Fastest way to reach them is via telephone: 5445060.
      4.  If both devices have internet and are on the same network. You can try doing a deep scan.
        1. In the Noona POS (formerly salescloud POS)  select the three dots in the top right corner - Connect to card reader - deep scan. 
        2. The PTID number of the card reader(found behind the battery cover) should pop up during the deep scan. If it was there before the deep scan its only to indicate the last connected device. It does not mean it is connected.
        3. After the deep scan is completed you long press the PTID number (the one on the bottom if there are duplicates) and select Make default and Connect.
        4. Test the connection by sending a payment to the card reader.
      5. Check if verifone have made changes to the device setup. For example the terminal ID are sometimes changed without notification. To check this you match the information found under Company-Settings-Payment methods-"name of payment mehtod" Edit in the SalesCloud admin and the information found under the Posi menu in the card reader.

      Verifone Android devices

      1. A restart of the card reader is a good place to start
      2. These devices are not connected through the Connect to card reader menu. 
      3. To connect a device you simply create an order and send the payment to the device through Pay - "name of the device"
      4. The ip adress of the card reader must be static and registered in the salescloud admin under Company-Settings-Payment methods-"name of payment mehtod" Edit - IP address.
      5. I the IP address of the Card reader has changed it must be changed in the admin as well.
      6. Check if both devices (tablet and card reader) are on the same network. They must be for the connection to work.
      7. If the card reader is not connected to wifi or on the wrong network Verifone can assist with connecting it back. Fastest way to reach them is via telephone: 5445060.

      Teya Poslink

      1. A restart of the card reader is a good place to start
      2. If a restart does not work, try contacting Teya