Something wrong with your card terminal? Find what’s happening below and go straight to the article that covers it.
What’s happening?
| WHAT’S HAPPENING | READ THIS |
|---|---|
| The screen is dark and it won’t come on | Turn on your terminal |
| “Terminal says not connected” · it shows as offline · it declines before the card is even tapped | My terminal says it’s not connected |
| It’s frozen or stuck on “One Moment”, and no payment was going through | Close and reopen the DealerPOS app |
| It froze while a payment was going through | It froze while a payment was going through — read this before you try the payment again |
| You need to restart the terminal | Restart a terminal |
| A new or replacement terminal has arrived | Set up a new terminal |
| A brand-new terminal won’t come online | A new terminal won’t connect |
| It keeps turning itself off · the battery won’t charge | The terminal keeps turning itself off |
| You’re not sure whether to leave terminals plugged in | Should we leave them plugged in? |
| It says its software is out of date | My terminal says its software is out of date |
| Support asked you to send a diagnostic report | Send a diagnostic report |
| You need to tell us which terminal it is | Find your terminal’s name |
| A replacement terminal is on its way | What happens after a replacement is ordered |
Not on this list? Contact DealerWorks Support with the terminal’s name and exactly what the screen says. If restarting hasn’t helped, we can also reset the terminal from our side.
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