Equipment Troubleshooting

Below are answers to common questions related to card processing equipment. If you can’t find the answer you need here, contact us online or at 888.780.9595.

Connecting Your Ethernet Terminal

Terminal set up can be quick and easy, but sometimes merchants need an extra hand. If you are having issues connecting, check the following:

  • Verify that the CAT-5 cables are securely connected to the correct port on the terminal and the Ethernet port on your router.
  • Confirm that the amber and green light is active (illuminated). This light should be located where your CAT-5 Ethernet cable is connected to your terminal.
  • 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 CAT-5 cables and the power on the devices in order 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, attempt to ping our company Web site to verify that the router is working properly.
  • Lastly, if your PC connection is working, connect the terminal CAT-5 cable to the port on your router being used by your PC.

VOIP (Voice over IP) is not supported on Premium Card Solutions hardware.

Connecting Your Dial Terminal

If your credit card terminal won’t connect, try the following:

  • Confirm that the phone cord is plugged into the correct port of the 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 PABX (i.e., 9,8) in the terminal. Sometimes adding pauses prior to the phone number can correct communication issues.
  • Make sure call waiting is disabled, as that can interrupt the communication.

Incorrect Amounts

If you run the transaction for an incorrect amount, take the following steps:

  • Overcharging: If you accidentally overcharged the customer, void the original transaction and run a new sale with the correct amount.
  • Undercharging: If you undercharged the customer, void the original transaction and reattempt for the correct amount.

Adjusting for Tips

  • If you’ve settled a batch without adjusting a tip amount, just run the tip amount as a manual transaction.

Voids

  • 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.

Length of Authorization

  • An authorization is normally valid between 5-7 days, depending on the issuing bank.

Merchant Number

  • Looking for your merchant number? It was included on the voice authorization sticker sent to you in your Welcome Kit. It is also printed on your merchant statement.

Deposits

  • It takes approximately 1-3 business days for a settled batch to appear in your bank account, depending on any fraud filter holds placed on your account.

How Tos & Reference Guides

We have a number of How to Reference Guides that can get you answers to your questions and issues related to equipment, such as how to set up your terminal, how to perform a force sale, how to settle a batch and more.