A new terminal won't connect

A terminal that has never connected since it arrived. This is almost always about your store’s network rather than the device itself.

What we’ll need from you

Have these ready when you contact DealerWorks Support — it saves a round trip:

• The terminal’s serial number — copy and paste it rather than reading it out, the new ones are long
• The MAC address
• Which store and department it’s for
• The name and email of your IT contact
• Exactly what the screen says — a photo is ideal
• Whether other terminals at that store are working on the same network right now

What usually fixes it

Many dealership networks only allow devices they already know about. If yours is one of them, your IT team needs to add this terminal’s MAC address to the network’s allow-list.

Not every store requires this — some networks let it on without any change. It’s a network policy at your end, not a setting in DealerWorks.

If it won’t join the network at all

Tell us, and we’ll work it through with your IT team. A terminal that won’t join at all doesn’t have one single known cause, so it needs looking at properly rather than guessing.

Related: Terminal trouble — start here · My terminal says it’s not connected · Find your terminal’s name