Credit Card Terminals

Overview

Diagnose and fix physical or connectivity issues with a countertop or mobile payment terminals for point-of-sale transactions.

Description of service

This service is for hardware-related issues such as:

  • Terminal will not power on, frozen touchscreen, or unresponsive keypad

  • Card reader, EMV chip slot, contactless/tap, or mag-stripe swipe failures

  • Receipt printer jams, low ink/thermal paper feed problems

  • Network or cellular-modem disconnections, DHCP/IP errors, or WiFi problems.

  • Firmware update failures or tamper alerts that lock the device

  • Loose or damaged cables, faulty power bricks, or broken stands/cradles

Before submitting this request

  1. Power-cycle the terminal (turn off, unplug for 10 s, reconnect and power on) and verify all cables are firmly seated.

  2. Check network – confirm Ethernet jack or Wi-Fi is working by checking the status symbol or trying the connection with another device.

  3. Gather the following details (photos of error screens are helpful):

    • Terminal model and serial number

    • Location (building, counter, lane) and asset tag if labeled

    • Description of the problem and when it began (e.g., “chip reader fails on every card”)

    • Any error codes displayed on the screen, or beeping noises.

    • Recent changes (moved terminal, new network equipment, paper roll replacement)

    • Urgency or impact (unable to accept payments, long customer lines, etc.)

  4. If this is an urgent matter, please call us in addition to submitting a ticket.

How we process this request

Once we receive your submission, we will assign a technician who will contact you during normal business hours.

  • Minor fixes (paper jam, cable swap, firmware push) are handled on site.

  • Major issues (card reader failure, tamper lock) may require depot service, loaner devices, or coordination with the merchant processor.

How to request this service

Click the Request Service button for Credit-Card Terminal Hardware Support and complete the form with the information above.

If you are unable to fill out the form, call the Service Desk at (907) 861-8553.

If this is an urgent matter, please call us in addition to submitting a ticket.

Additional Information

Refer to the Knowledge Base for additional information.