Troubleshooting on your card machine

We've compiled a list of the most common troubleshooting questions we're asked, to help you solve any problems with your card machine. Let's get started!

Has my machine run out of ink?

None of our card machines don't use ink, they are thermal printers, so it won't have run out of ink.

Usually, this is down to something simple.

Try following one or more of the below to see if this solves the problem:

  • Remove the paper and make sure it is the correct way round. The paper should come up from underneath the roll with the shiny side facing you. You can perform a scratch test on the paper to ensure it is correct the correct way round
  • Open up the printer lid and check that the roller bar is in place with a cog on the right hand side and a small plastic stopper on the left hand side.
  • Power the handset off and on again.
  • Check the battery level by performing a print release as a low battery can cause slow/poor printing.
  • Check you using the correct paper? It should be 1 ply thermal paper.
  • Try an alternative paper roll

If none of the above work, please give us a call on 01606 566 600.

My machine isn't recognising card chips?

If your terminal isn't reading a Chip card, please follow the below steps:

1) Reboot the terminal.

2) Check there are no obstructions in the chip card reader.

3) Check that the card is being inserted correctly.

4) Tap gently around the chip card reader and blow into the slot to clear out anything that may be blocking it.

5) Try an alternative card to establish if it is a terminal or card fault.

If this does not work, please call us on 01606 566 600.

My machine isn't reading magnetic cards?

If your terminal is not reading magnetic cards, whether this is a customer's credit or debit card or your supervisor card, please try the steps below:

1) Re-boot the terminal. 

2) Check there are no obstructions in the magnetic card reader.

3) Check the card is being swiped correctly.

4) Try swiping the card in the opposite direction.

5) Try an alternative card to establish if it is a terminal or card fault.

If this does not work, please call us on 01606 566 600.

How do I swipe the supervisor card?

If you're asked to swipe your supervisor's card at any point, you do it just like you would a credit or debit card. There's a swipe slot down the right hand side of the card machine. Make sure the black strip is facing you as you swipe.

My receipts are printing our blank or faded?

If your card machine is printing out blank or faded receipts, this may be a fault with the terminal.

There's a number of ways you could fix this below:

Check you are using thermal till rolls.

To check this, scratch the shiny side of the till roll. This will mark a grey scratch mark if your till roll is thermal. If not, you'll need to order thermal till rolls.

Check the till roll is positioned correctly.

Check that the end of the till roll is feeding out over the lid with the edge of the roll pointing downwards, not upwards. 

Be sure to check that the till roll lid closes fully and clicks into place.

Clean the black roller inside.

Open the card machine lid and make sure that there is a black roller inside and this spins freely. Then try cleaning the roll with a slightly damp cloth or wipe.

Check for any damage in the till roll lid.

Check if the black cog on the right side of the roller is damaged. If it is, please call our support team on 01606 566 600.

Check that the card machine power cable is plugged directly into the wall.

Make sure that your card machine power cable isn't plugged into any extension cables and draws power directly from the wall.

If it is on an extension lead, it may be that the card machine isn't getting enough power to print receipts, so try plugging the machine into the wall and try printing a receipt again.

If not, try plugging the card machine into a different power source.

If you're still experiencing issues, please call our support team on 01606 566 600.

My machine is stuck on the insert card screen?

If your card machine is stuck on the screen when it asks customers to insert, present or swipe their credit or debit card, you can fix this by:

Cleaning the card reader.

Clean your card reader by wrapping a wipe around a card, like your supervisor card, and inserting it into the card machine. Try a transaction to see if this has fixed the issue.

Check card payment slot.

Check that your card machine is gripping the card and it isn't loose. To do this, insert a card and hold your card machine in the air with the card facing down. If it drops out of the machine, please call our support team on 01606 566 600 to arrange a replacement machine.

Try a transaction with another card.

Check that the issue isn't with the card used by trying a transaction with another card.

If you are still experiencing issues, please call our support team on 01606 566 600.

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