Poynt Terminal: Mobile Payment Failure Diagnostic -... | terminalfaults.org

Technical Background:

NFC (Near Field Communication) operates at 13.56 MHz. Signal attenuation can occur due to interference or hardware malfunction. EMV contactless payments rely on a secure element and a reader antenna to establish communication. Static discharge (ESD) can damage the NFC antenna or controller. Software or firmware incompatibilities can also cause transaction failures.

Symptoms:

Poynt terminal fails to process mobile payments via NFC. This includes failures with mobile wallets such as Apple Pay, Google Pay, and other NFC-based payment methods. Contactless card payments *may* also be affected.

Possible Causes:

Damaged NFC antenna due to physical impact or ESD.
Software or firmware incompatibility with specific mobile wallet versions.
Electromagnetic interference (EMI) from nearby devices affecting the NFC signal.
Loose or damaged internal NFC antenna connection (EXTERNAL inspection ONLY).
Power supply issues affecting the NFC reader's voltage levels.
Accumulation of dirt or grime on the terminal screen or near the NFC reader, affecting signal propagation.

Solution:

1

Safe Handling: Unplug the Poynt terminal from the power source.
2

Inspect the terminal exterior for any visible physical damage to the screen or NFC reader area.
3

Clean the terminal screen and surrounding areas with a clean, dry, lint-free cloth. Avoid abrasive cleaners.
4

Reboot the Poynt terminal. Power cycle the device and test a mobile payment.
5

Verify the terminal's software and firmware are up to date. Check the Poynt support website for updates.
6

Test with multiple mobile wallets and devices to rule out compatibility issues with specific devices.
7

If possible, move the terminal to a different location to rule out EMI from nearby devices (microwaves, wireless routers).
8

Check power adapter and cable are correctly seated in the terminal and at the wall.

Safety Warning:

Static discharge (ESD) is a risk, especially in dry environments. Ground yourself before touching the terminal, particularly during winter months. Ensure the terminal is placed on a dry surface. Do not attempt to open or disassemble the terminal, as this will void the warranty and may trigger anti-tamper mechanisms. Only perform external cleaning and cable checks. Incorrect voltage can damage the terminal. Only use the specified power adapter.

Prevention:

Regularly clean the terminal screen with a dry, lint-free cloth. Ensure the terminal is placed away from sources of electromagnetic interference. Avoid placing heavy objects on top of the terminal that could damage internal components. Provide cable strain relief to prevent damage to the power cable and data connections.

Expert Tip:

Try performing a 'cold boot' by disconnecting the terminal from power for at least 60 seconds. This can sometimes resolve software glitches affecting NFC functionality. If a known good terminal of the same model is available, test the mobile payments on that terminal to quickly isolate the issue.

Frequently Asked Questions

•What is the software version of the Poynt Terminal?

Locate the software version in the terminal's settings menu. This helps to diagnose software related issues.

•Is the terminal connected to the network via Ethernet or Wi-Fi?

Network connectivity can affect transaction processing. Note the connection type.

•Have there been any recent changes to the terminal's configuration or software?

Recent changes can sometimes trigger unexpected issues. Investigate any recent updates or modifications.

Technical Background:

Symptoms:

Possible Causes:

Solution:

Safety Warning:

Prevention:

Expert Tip:

Frequently Asked Questions

•What is the software version of the Poynt Terminal?

•Is the terminal connected to the network via Ethernet or Wi-Fi?

•Have there been any recent changes to the terminal's configuration or software?

Related questions

Technical Background:

Symptoms:

Possible Causes:

Solution:

Safety Warning:

Prevention:

Expert Tip: