Troubleshooting Poynt terminal debit transaction failures. Focus: external causes, cable strain, ESD, NFC/EMV integrity, and certified operation.
Locate the software version number in the settings menu.
Check the network settings to determine the connection type.
Determine if the problem is isolated to a single terminal or widespread.
Debit transactions rely on secure NFC/EMV communication adhering to Interac specifications. Failures can stem from signal attenuation, incorrect voltage levels (affecting the EMV chip reader), or corrupted cryptographic processes within the terminal. ESD events can disrupt the NFC controller or the EMV chip interface. Software or firmware issues impacting cryptographic module functionality could also cause failures.
Poynt terminal failing to process debit transactions. Interac certification is reportedly affected.
The Poynt Terminal is a PCI-PTS certified device. Do not attempt to open the casing or perform internal repairs. This will trigger anti-tamper mechanisms, rendering the device permanently unusable and voiding any warranties or certifications. Ensure the power cord is in good condition to prevent electrical hazards. Handle with care to avoid dropping the terminal.
Regularly inspect cables for strain or damage. Clean the EMV chip reader monthly with a dry, lint-free cloth. Maintain a stable network connection. Implement ESD control measures, especially during dry winter months (antistatic mats).
Reboot the terminal by holding the power button down for 10 seconds. This can sometimes resolve temporary software glitches. Note the error codes (if any) displayed on the screen during a failed transaction and provide these to Poynt support. Check the merchant portal to ensure the Interac debit function is enabled and correctly configured for the terminal's serial number.