Credit Card Reader Not Working

An internet connection is required for your credit card terminal to work.

The bottom of the screen on your credit card terminal should say Connected.

Troubleshooting Guide

Here’s what to do if your CardPointe Integrated Terminal says Disconnected

• Refer to this setup tutorial to make sure your credit card reader terminal is properly connected

• Unplug the credit card reader’s power cable, then unplug its ethernet cable. Plug the ethernet cable into a different available port on your internet router, then plug the power cable back in and wait for the reader to completely power back on. Wait a few minutes for it to completely power back on, then check to see if the reader is working by processing a test transaction.

• Try resetting your internet router. After you reset the internet router, you’ll want to also reset the credit card reader by unplugging and then plugging the credit card reader power cable back in. Once the reader is back on, wait a few minutes then check to see if it is working by running a test transaction. If your credit card reader is connected to an ethernet switch under the service counter, then this may also need to be rebooted.

• Replace your current ethernet cable with a new one. Connect the new ethernet cable to your router or ethernet switch and plug in the credit card reader’s power cable last to see if this resolves the issue.

If your credit card reader is still not working and saying Disconnected after you’ve gone through the steps listed, we recommend contacting CardConnect Merchant Support at 877-828-0720 for further troubleshooting.  Ask for CardPointe technical support when you call, and be sure to have your Merchant ID to provide to them to identify your account.