What to do when your card machine isn’t working (and how to prevent it)

In 2024, card payments accounted for 57% of consumer and business spending in the UK, so when your machine goes down, it's bad news. 

You're not alone, though: in 2024, the CrowdStrike software update crashed millions of systems worldwide. Nine leading UK banks and building societies, including Nationwide, NatWest Group, and HSBC, racked up over 800 hours of unplanned tech and systems outages in the last two years.

Payment problems happen to everyone, from corner shops to global corporations. But with a bit of know-how and the right backup plan, you can keep your customers happy and your business running when technology lets you down.

Why do card machines stop working?

When your card machine goes down, it can send your operations into panic. Understanding what causes these problems is the first step to avoiding them – and getting back up and running quickly when issues occur.

Here are some of the biggest reasons why card machines stop working:

Technical issues

Your card machine is a piece of technology, and like all tech, it can break down. These are a few of the most common technical culprits:

• Hardware malfunctions and wear — Card readers can become clogged with dust or debris or suffer physical damage from repeated drops and knocks. This is especially the case for restaurants and hospitality businesses where spills and heavy use are particularly common.
• Software glitches and outdated firmware — Outdated software can cause compatibility issues with newer payment systems, leading to potential security problems.
• Connection problems — Mobile card machines that rely on an internet connection can be affected by weak or unstable Wi-Fi or mobile signals. Network congestion during busy periods may also slow down processing times.

External issues

Sometimes the problem isn't with your machine at all; it's with the wider payment infrastructure that your business relies on.

• Payment processor outages — Major processors handle most UK transactions, so when they go down, thousands of businesses are affected. For instance, a Barclays outage saw 56% of online payment attempts fail over several days.
• Bank network disruptions — In early 2025, several UK banks were affected by an IT issue that disrupted thousands of users on payday, preventing many from accessing online banking via their apps.
• Security updates requiring temporary service shutdowns — Updates are essential to keep security systems up to scratch, fix patches, and reduce the risk of hackers accessing weak or vulnerable software. But rolling these updates out sometimes means pausing services for a short period of time.

User-related issues

Often, the simplest explanation is the right one. Many card machine problems come down to human error or poor maintenance, but thankfully, these can be the easiest to fix.

• Incorrect setup or configuration — Wrong network settings or Bluetooth pairing issues can prevent your machine from connecting.
• Damaged cables or accessories — Worn charging cables might look fine, but they could be why your card machine isn’t working correctly. Ethernet cables can also come loose and cause connection problems. 
• Battery issues — If you use portable card machines, it’s easy for staff to forget to dock them at the end of shifts. Plus, extreme temperatures, like very hot weather, can affect battery performance.

How to reset your card machine

When your card machine stops working, don't panic. Most issues can be resolved quickly with some basic troubleshooting steps. 

Firstly, start by checking the basics before diving into more complex solutions. Power issues are often the culprit, so check your machine is properly charged and isn’t out of battery, and that your countertop machines are all securely connected to a power source. If you're using a plug-in machine, try a different power outlet to rule out electrical issues.

If none of these are causing the outage, here's how to reset your card machine:

1. Power down completely

Turn off your card machine using the power button. Leave it off and disconnected for at least 60 seconds, as this can help it to cool down if overheating is the problem.  

2. Check your till roll

While the machine is turned off, make sure you have paper in the printer. Machines often won't process payments without it. Replace the roll if it's empty or if the paper has become stuck. 

3. Restart your machine

Reconnect the power, turn the machine back on, and wait for it to fully boot up. Once it's ready, test with a small transaction, if possible, to confirm that everything is working properly.

What to do if your card machine is still down

If this still doesn’t fix the problem and your card machine is still not able to take payments, here are some next steps you can take:

1. Check for software updates – Look for any pending updates and install them, as outdated software can cause compatibility issues. Most machines will automatically prompt you for updates. You can also look for any error codes or messages.
2. Reset your network connection — Clear saved Wi-Fi networks and reconnect from scratch. For Bluetooth-connected mobile readers, unpair and re-pair with your device.
3. Clean the card reader – Gently clean the card slot with a dry cloth and check for any visible debris. Try different card types (chip and PIN and contactless) to test the functionality.
4. Know when to stop — Don't keep trying if:
1. You see persistent error messages after multiple restarts 
2. The machine makes unusual noises or feels hot 
3. You're getting security-related errors 
4. Multiple attempts haven't worked.
5. Contact support - Call your payment provider's support team with specific error codes and details about what you've already tried. This will help them diagnose the problem faster.

Why were there so many IT outages in 2024?

2024 was a particularly tough year for payment systems, with several high-profile outages showing just how vulnerable our digital infrastructure can be. From well-known and trusted banks to large supermarkets, lots of businesses across the UK – and even across the world – were impacted.

These incidents offer valuable lessons for small businesses about the importance of having backup plans.

What was the CrowdStrike global outage?

On 19th July 2024, a routine software update from cybersecurity firm CrowdStrike went catastrophically wrong. What should have been a regular update triggered a technical glitch that crashed 8.5 million Windows devices globally, causing what many consider the largest IT outage in history.

The impact was immediate and widespread. Card machines and POS systems went offline nationwide, leaving businesses unable to process transactions during one of the busiest shopping periods of the summer. Major UK retailers, restaurants, and service providers found themselves unable to take card payments, forcing many to revert to cash-only operations or close entirely until systems were restored.

It wasn’t just payments that ground to a halt; as the glitch was launched to Microsoft Windows devices and 365 apps, flights, broadcasts, and even healthcare systems using the software were also disrupted. With so many businesses heavily relying on Microsoft software and cloud services to keep their daily operations running, the outage was felt across the globe.

Who was affected?

With organisations impacted across several sectors, here’s a quick round-up of who and what was affected by the IT outage:

• Banks — Britain's banking sector faced significant challenges, with some of the UK's biggest banks facing hundreds of hours of collective downtime that impacted millions of customers. These included Santander, Nationwide, Lloyds Bank, Metro Bank, and HSBC.
• Supermarkets — The global IT outage affected multiple supermarkets, including Morrisons, Waitrose, and Co-op. Businesses could not process card payments, and many could only accept cash from customers.
• Hospitals and GP surgeries — The NHS was hit hard, with the outage disrupting the majority of GP practices in the UK. 
• Airports — Airports across the UK experienced huge queues and chaos, with passengers at Heathrow, Stansted, Gatwick, and Manchester airports facing check-in issues and delays. US airline Delta Airlines also had to cancel 7,000 flights over the course of five days. 
• Media and broadcasting — Media organisations, including Sky News, MTV, VH1, and some BBC channels, were affected. Sky News could not provide live coverage for several hours during the outage.
• Rail services — Delays and cancellations were reported across the UK rail network, including on Avanti West Coast, Gatwick Express, Great Northern, Great Western Railway, and many other operators. Ticket machines and passenger information systems all went offline.
• Emergency services — Following the outage, the London Ambulance Service experienced an unprecedented surge in 999 and 111 calls, receiving over 6,000 enquiries on both emergency lines by 2 pm on the 19th July. 

What was the cost of the outage?

The financial toll of the CrowdStrike IT outage was staggering. It’s estimated to have cost the UK economy between £1.7-2.3 billion, and insurers have predicted that it cost US Fortune 500 companies $5.4 billion.

Delta Airlines estimated its losses at $380 million in direct lost revenue and $170 million in customer reimbursements and crew-related expenses, affecting around 1.3 million passengers over five days.

In healthcare, the outage caused problems with EMIS, an appointment and patient record system that approximately 58% of GP practices in the UK use. GPs use EMIS to access patient records and prescriptions and schedule appointments.  

For retailers, it’s difficult to predict how much was lost due to their systems being unable to accept card transactions. With many only able to take cash, it’s safe to say that businesses likely saw a downturn in revenue, as research reveals that almost 1 in 10 Brits never use cash.

Plus, our own study has found that 45% of UK shoppers have abandoned an in-store purchase completely because the payment system was down.

How was the outage fixed?

In response to the mass global upset, CrowdStrike quickly confirmed that it wasn’t a security incident or cyberattack, but a defect in a routine content update for Windows. The company identified the fault and deployed a fix 79 minutes after the incident began, working around the clock with Microsoft and other partners to address the approximately 8.5 million affected devices. 

However, because the update caused Windows machines to crash completely, many systems required manual, device-by-device intervention to restore functionality. This is why recovery took days rather than hours despite the rapid fix deployment. On 29th July, ten days after the initial outage started, CrowdStrike reported that 99% of affected devices were back online.

What businesses can do to prevent outages and how to respond when they happen

While you can't control external IT failures like the CrowdStrike incident, there are practical steps every small business can take to minimise their impact and recover faster when technology lets you down.

1. Diversify your payment methods

Don't rely on a single payment provider or system; consider accepting multiple payment methods, from mobile wallets like Apple Pay and Google Pay to QR code payment options. Having backup payment methods means that if one system fails, you can still serve customers through alternative channels.

2. Keep software updated, but staged

While outdated software causes compatibility issues, the CrowdStrike incident shows the risks of automatic updates. Where possible, implement updates during quiet periods and avoid automatic overnight updates during peak trading times.

John Clark, Product Manager at takepayments, explains the importance of testing locally: “Regular, local testing of your payment systems is more critical than ever, especially before rolling out any updates. We saw major supermarkets like Sainsbury’s and Asda suffer nationwide payment outages in 2024 after system failures left shoppers unable to pay by card, and it shows just how quickly technical issues can bring sales to a grinding halt. 

Small businesses can’t always absorb that kind of disruption, so they should consider piloting any software or terminal updates in a local environment before full rollout, as this can reduce the chance of widespread system failure.”

3. Train your staff on troubleshooting basics

Ensure your team knows how to restart systems, check connections, and perform basic diagnostics. Simple steps like rebooting the machine, checking battery levels, and making sure till rolls are inserted can fix a number of common card machine errors.

As well as these essentials, giving them a refresher on security hygiene can also be extremely useful for reducing the chances of cyber attacks and hacks. Train staff to recognise and prevent security threats that could compromise your payment systems, including actions like never clicking suspicious email links, avoiding downloading software from unknown sources, and immediately reporting any unusual system behaviour. 

4. Have a clear action plan

Write down a crystal-clear plan of action for what you’ll do should your card machine ever let you down and share it with all members of staff so everyone’s on the same page.

You could assign specific roles, like who is responsible for contacting the provider, who manages customer expectations, and who implements backup systems. Practice this plan so everyone knows their responsibilities.

5. Communicate proactively with the customer

As soon as you know the problem can’t be immediately fixed, you need to take action by making your customers aware. Be transparent about issues and keep your customers updated when you can.

Put up clear signage, update your social media, and train staff to explain the situation calmly and how to handle potential queries. A recent study has found that most customers will only tolerate up to six minutes of payment disruption before becoming frustrated, with up to 22 minutes being the limit before they stop waiting altogether.

The solution? Don’t wait for your customers to run out of patience; address the issue and their concerns as soon as you can, and reassure them of their alternative options.

Keep your card machine and payments flowing smoothly with takepayments

Card machine problems are frustrating, but they don't have to be business-ending. The companies that bounced back fastest from 2024's outages were those that had prepared for disruption before it happened. 

Remember the basics: keep your systems maintained, train your staff on troubleshooting, and always have backup payment options ready.

If you're ready to future-proof your payment setup with reliable card machines, POS systems, and online solutions, get in touch with our team of experts on 08082 393254.

Bryony Pearce

Copywriter