Troubleshoot payment method integration issues with a Poynt Terminal. Focus on external checks; no internal modifications permitted due to PCI-PTS compliance.
Record the exact error messages for troubleshooting.
Note any changes that might coincide with the issue.
Identify which methods (NFC, EMV) are malfunctioning.
Payment terminals use NFC (Near Field Communication) and EMV (Europay, MasterCard, and Visa) technologies for contactless and chip card transactions. These systems rely on specific voltage levels and data transfer rates (baud rates) to function correctly. Signal attenuation due to cable damage, or electrostatic discharge (ESD) during dry environments can disrupt communications between the card reader and the processing unit. Software configurations dictate accepted payment methods.
Terminal is not processing transactions via alternative payment methods (e.g., NFC, EMV chip cards) as expected.
Avoid spraying liquids directly onto the terminal. Power off the terminal before cleaning. Do not attempt to open the terminal casing, as this will void the warranty and may trigger anti-tamper mechanisms. Handle the terminal with care to prevent physical damage. Risk of electrical shock if power supply is damaged. Safe Handling: always unplug before inspection.
Regularly clean the terminal with a dry, lint-free cloth. Ensure cables are properly connected and free from strain. Implement ESD prevention measures, such as using anti-static mats, especially during dry winter months.
If the touchscreen is unresponsive, try a stylus designed for capacitive touchscreens. Repeated failures after cleaning the chip reader could indicate the need for a replacement. Before calling support, document the exact error messages encountered during failed transactions.