Troubleshooting Poynt terminal loyalty card reader issues. Includes diagnostic steps, maintenance, and safety guidelines for retail environments.
Locate the version number in the system settings menu.
Checking other terminals may identify store-wide power or network issues.
Moving or adding devices can cause EMI.
Loyalty cards often use a lower signal strength or different encoding standards compared to standard payment cards. This makes the card reader more susceptible to signal degradation, voltage drops, or interference. Signal attenuation within the reader module can occur due to component aging or external electromagnetic interference (EMI). Electrostatic discharge (ESD) events, particularly in low-humidity environments, can damage the reader's sensitive electronic components or corrupt firmware.
The Poynt Terminal is failing to read or process loyalty cards. EMV and NFC functionality may be intermittently or consistently non-operational with loyalty cards, while standard credit/debit cards may still function.
Do NOT attempt to open or disassemble the Poynt Terminal. This will void the warranty and potentially damage the device's anti-tamper mechanisms, rendering it permanently unusable and violating PCI-PTS compliance. Ensure the terminal is disconnected from the power source before performing any cleaning or maintenance. Avoid using excessive moisture or abrasive cleaners, which can damage the terminal's components. Be mindful of ESD, especially in dry environments. Ground yourself before touching the terminal by touching a grounded metal object.
Regularly clean the card reader slot and the terminal's exterior with a dry, lint-free cloth. Implement cable management practices to minimize cable strain. Ensure the terminal is connected to a stable power source. Consider using a surge protector to prevent damage from voltage fluctuations. In dry climates, use anti-static mats to minimize ESD risk.
If the issue persists, try performing a factory reset on the Poynt Terminal (refer to the manufacturer's instructions). Before doing so, back up any critical data. Some models have a hidden diagnostic menu accessible via a specific key combination on startup; consult the Poynt Terminal documentation for details.