Credit Card Machine Not Working – Common Issues and Fixes

Credit Card Readers and Your Business

Credit card machines, card readers, or terminals are essential to quickly and securely facilitate transactions. A smooth point of sale (POS) transaction drives sales volume, builds customer trust, and repeat business. So, when these machines act up, transactions are declined, sales are lost, and customers are frustrated, you need help getting your credit card readers working again.

This guide delves into common issues, from connectivity to error messages, and provides solutions to get your credit card machines (devices) up and running. We also provide preventative maintenance tips to reduce downtime.

Understanding How Your Credit Card Reader Works

Understanding how your device works is essential to resolving issues. Regular device maintenance ensures reliable performance and reduces errors and downtime.

Types of Credit Card Machines

Three primary types of credit card machines are portable, countertop, and mobile card readers.

• Portable credit card readers are compact and lightweight, making them easy to move where needed. They are ideal for small businesses.
• Countertop machines are built for reliability and placement in one location. They are ideal for businesses and organizations with clearly defined and static point-of-sale locations.
• Mobile card readers connect with smartphones or tablets and are ideal for mobile and in-the-field use. They are ideal for auto repair shops, drive-thrus, field service, events, and remote locations.

Each type has specific use cases and can be combined to create a payment solution that aligns with your business and customer service needs. For example, an auto glass repair shop might use an in-store countertop machine and a mobile card reader for remote repairs.

Likewise, a retail store can use a countertop machine for its physical store and a mobile card reader at its Farmer’s market stall.

Common Credit Card Machine Issues and Solutions

Credit card machine issues can vary widely. Where the machine is used or stored, how often it’s maintained, and the volume of transactions can often play a role in its reliability.

One of the most common issues is connectivity. Transactions can be delayed if the machine can’t connect reliably to a network (fixed or mobile).

Technology is wonderful until it isn’t. Software glitches due to outdated systems or configuration issues can disrupt machine operation.

Declined transactions, the bane of any merchant’s existence, are often due to network connectivity issues or problems with a card.

Card reading issues, such as being unable to read an EMV or chip card, can be as simple as dust buildup in the machine, a worn chip on the cardholder’s card, or wear and tear inside the machine or reader.

Error codes on the machine’s display can range from simple fixes to more complex configuration changes. Understanding the error codes for your device, included in the documentation that came with the machine, can help with troubleshooting.

We are likely familiar with the phrase “Have you tried turning it off?”  when talking with technical support, we have had a problem with a computer or a phone. Devices that are constantly on occasionally need to clear memory or reset. Technically, you are turning the machine off and on, and you are rebooting.

Rebooting can reset error codes and configurations and resolve minor glitches in card machines, which use some of the same technology and hardware as computers and smartphones.

Software updates are essential for machine security and reliability. They fix bugs, address security issues, and improve functionality. Each device or manufacturer handles software updates differently.

Connectivity Issues and Fixes

Simple and easiest- check your network connection to ensure the machine or device is connected to a Wi-Fi or Ethernet (wired) network. Sometimes, switching to another network resolves the problem.

A machine reboot and a router or cable modem can help resolve temporary glitches and improve performance.

Ensure your machine’s network settings are correct. A misconfigured setting can affect the machine’s ability to connect.

Sometimes, other devices, machinery, equipment, or physical partitions can disrupt wireless signals and cause interruptions.

After you have tried everything, contact your service provider for further assistance.

Finally, it may be that your machine has outdated firmware. Updates can restore the network connection and improve performance. However, devices and manufacturers vary in how firmware can be upgraded, which may require contacting your machine’s provider.

Declined Transactions and Error Messages

Declined transactions occur for various reasons, so identifying the cause is an essential first step.

Since error messages can require a specific response, it makes sense to understand the common codes and what is required to handle the error. Clear any error message quickly. Enabling the machine to reset and attempt new transactions.

Re-attempting the transaction might resolve a temporary issue. However, you need to advise the customer before re-trying. Depending on what occurred during the first attempt, it could also lead to a double charge. Keep in mind that poor connectivity can cause erroneous declines during processing.

Check with the card issuer to see if there are issues on their side, such as card limits or a regional restriction.

Finally, suggest an alternative payment type to your customer if a card consistently declines.

Resetting and Rebooting Your Credit Card Machine

As mentioned earlier, rebooting can be a quick fix when the machine is slow to respond. A reboot can solve minor glitches, clear the memory, and reset machine configurations.

Turn off the machine, disconnect the power line, or remove the batteries to reboot. Wait 30 seconds for the machine to shut down and clear completely. Then reconnect the power, turn the machine on, and wait until it fully boots up or restarts.

If the reboot doesn’t work or you still have problems, a factory reset might be required. At this point, contact your provider’s support team before proceeding further, as it restores the factory’s default settings.

Software Updates

Keeping your machine updated is crucial. Updates may include security patches and improve your machine’s performance. Regularly check for software updates, and reach out to your provider’s support team if you have questions about an update or how to install it.

A reliable internet connection is required, as interruptions during an update could cause further issues. After the machine update is complete, verify its status through system checks.

Contact your machine’s provider support staff if the update fails or causes other issues.

Cleaning and Maintenance

Dust and debris can cause card reading errors and other glitches. Our article provides a more detailed explanation of proper device cleaning and disinfecting.

• Staff should be instructed to handle the machine carefully as it reduces wear and minimizes damage risk.
• Always replace worn parts with factory parts to ensure trouble-free operation and a longer device life.

Advanced Troubleshooting

Insufficient power can cause unequal performance and even device failure.

Card reading failures necessitate cleaning the internal sensors with an approved cleaning card. Please refer to our article on cleaning and disinfecting here. Occasionally, the internal sensors can wear out or become damaged, particularly in high-use environments. Cleaning and calibration often help restore machine performance. Some machines also offer options to adjust sensitivity.

If you are experiencing problems printing receipts, check the printer settings. A misconfiguration can cause printing issues.

Manual card entry should be avoided as processing a manually entered transaction costs more. However, occasionally, you may need to enter card data manually due to a card read error. If you get an error after manually entering the card details, confirm that the entries made on the machine match the details on the card.

Resolving Power Supply and Overheating Issues

Credit card machines need a stable and secure power source. Ideally, your machine’s power supply should connect to a surge protector instead of plugging directly into the wall outlet, an extension cord, or a power strip. Surge protectors help protect against harmful power surges and reduce line noise caused by other devices or equipment.

Machines placed in enclosures or stored in hot environments, such as cars, can overheat.

Countertop devices have air vents that must be cleaned periodically to prevent overheating. If left in a cool environment, mobile devices will typically return to normal functioning once their operating temperature returns to normal.

Printer and Receipt Issues

If your machine prints receipts but fails to print them, check that the printer is loaded with the right type of paper—some use thermal paper—then check the alignment and adjust as needed.

At this time, you should also check for jams and obstructions and ensure the printer is debris-free.

Make sure the printer cover is securely closed and latched after completing your inspections and adjustments. Believe it or not, this is a common issue support teams encounter during calls.

Manual Entries

The information entered into the machine must match the cardholder’s details on the card to complete the transaction. Therefore, it’s crucial to be careful when inputting the correct information. Please be aware that some machines limit manual entries. You should confirm that your machine settings permit manual entry.

When to Call for Help

Call technical support when:

• Your machine frequently loses network connection, which might indicate a deeper technical issue.
• Continuous declines or recurring error codes appear
• Your machine won’t turn on after you’ve completed the troubleshooting steps above
• The machine has been exposed to prolonged heat or has suffered potential surge or water damage
• Has evidence of being tampered with
• The keypad, if equipped, stops functioning
• EMV or chip cards are continuously declined or show errors
• You reactivate a machine that is used or stored for any length of time.

Regular Audits and Performance Checks

Regular inspections checking for damage and wear can prevent payment processing interruptions later and early replacement.

Performance checks should involve testing the machine with different card types to avoid surprises when accepting payment.

Life Expectancy

A credit card machine can last about 10 years under normal use. However, its lifespan can depend on how often it’s used and whether it’s kept up to date with the latest technology.

Signs that it’s time to replace a credit card machine

• The machine is slow compared to newer models
• The machine lacks features of newer models
• The machine doesn’t support NFC (Near-Field Communication)
• Machine housing is damaged, or buttons stop working
• The manufacturer does not support the device