Question 1

Why will the terminal not turn on after charging?

Accepted Answer

Leave it on the charger for a full two to three hours, as a deeply discharged battery can take several minutes before any indicator appears. Check the charger is firmly connected and the socket is switched on. If it still will not start, try holding the power button for ten to fifteen seconds to force a restart before contacting support.

Question 2

Why is the built-in printer not producing receipts?

Accepted Answer

First check the paper roll is loaded the correct way round, as thermal paper only prints on one side. Make sure the roll is fresh and the printer lid is fully closed. In your app printer settings confirm the built-in printer is selected rather than an external one, then run a test print again.

Question 3

Why can the card reader not take payments?

Accepted Answer

Confirm the terminal is online, as most card payments need an internet connection to authorise. Check the payment app is fully logged in and the reader is enabled in its settings. Try a small contactless payment first. If cards are declined, the issue may be with the card or your merchant account rather than the terminal.

Question 4

Why is the barcode scanner not reading my products?

Accepted Answer

Hold the item eight to twenty centimetres from the scanner window and make sure the barcode is clean and undamaged. Confirm the product exists in your app with the matching barcode loaded against it. If scanning works but nothing appears, check your cursor is in the search or basket field within the app.

Question 5

Why does the terminal keep losing its connection?

Accepted Answer

If on WiFi, check signal strength where you trade and move closer to the router or add a booster if needed. If on a SIM, confirm the SIM is active with data allowance and has good mobile coverage. Restarting the terminal often re-establishes a dropped connection, and a fixed spot near strong signal is best for busy periods.

Mobile POS Terminal Setup Guide