Most-asked guides
No connection on a Move terminal
Get an Ingenico Move portable terminal back online.
3 min readNo connection (general checklist)
A quick run-through to get any terminal back online.
3 min readOur service standards & response times
What you can expect from us, in plain English.
3 min readSetting up your PAX A920
Get your PAX A920 smart terminal out of the box and taking payments.
5 min readSetup Guides
Get a new terminal, router or phone out of the box and working.
Setting up your PAX A920
Get your PAX A920 smart terminal out of the box and taking payments.
Setting up your W70B card machine
Unbox and connect your W70B portable terminal step by step.
Pairing your terminal over Bluetooth
Link a portable terminal to its base or a device using Bluetooth.
Reconnecting Bluetooth when it drops
What to do when your terminal loses its Bluetooth connection.
Setting up your fibre router
Get your new fibre broadband router online and ready for your terminals.
Card Machines
Troubleshoot connection, contactless, printing and power problems.
No connection on a Move terminal
Get an Ingenico Move portable terminal back online.
Contactless isn't working
Fix tap-to-pay when contactless and mobile wallets won't read.
Receipt printing problems
Sort out blank, jammed or missing receipts on your terminal.
Swapping a terminal battery
Replace the battery in a portable card machine safely.
'Bad password' or login errors
What to do when the terminal rejects a password or passcode.
Power-cycling a terminal
A proper restart fixes a surprising number of faults.
'Invalid MAC' error
Understand and clear an Invalid MAC message on your terminal.
'Bad MAC' error
Clear a Bad MAC message and get back to taking payments.
Power & charging issues
Fix a terminal that won't charge, hold charge or turn on.
Performing an acquirer reset
Re-sync your terminal with the bank when transactions won't go through.
No connection (general checklist)
A quick run-through to get any terminal back online.
Broadband & Network
Understand your broadband, routers and 4G failover connectivity.
Understanding broadband & networks
A plain-English guide to how your broadband keeps you trading.
Identifying your network equipment
Tell your router, switch and failover kit apart so you know what's what.
Changing the APN on a 4G router
Update the mobile data settings on your 4G/failover router.
No broadband whatsoever
Steps to take when your main broadband is completely down.
No broadband (on a 4G connection)
Get a 4G router or mobile terminal back online when data drops.
Phone & VoIP
Make the most of your VoIP phones, voicemail and softphone app.
A guide to your VoIP phone
How your internet-based phone works and how to use it day to day.
Basic phone troubleshooting
Quick fixes for a VoIP phone that won't make or take calls.
Accessing your voicemails
Listen to, manage and set up voicemail on your VoIP phone.
The 'Bria' softphone guide
Use the Bria app to make business calls from your phone or computer.
TeamViewer support calls
Let our team connect remotely to help you faster.
EPOS
User guides for Loyverse, EposNow and till integrations.
Service Standards
What to expect from us — repairs, approvals and response times.
Getting Paid
How and when your card takings reach your bank account.
Account
Keep your business and bank details up to date and secure.