No connection (general checklist)

A quick run-through to get any terminal back online.

1. Is the internet up?

Check a website loads on your phone over the same connection. No internet means it's your broadband or signal, not the terminal.

Reseat the network cable on a countertop terminal, or move a portable one nearer the router for stronger Wi-Fi.

Restart it (hold yellow and full-stop), and if it helps, restart your router too. Leave both a minute to reconnect.

If you have an M2M or 4G failover router from us, payments should ride through a broadband outage — a red light on it means it needs a power-cycle.

Still offline? Ring 0191 432 6588. We can usually diagnose it on the phone and replace faulty kit within 24 hours.

Still need a hand?

A real person in the North East answers the phone — no queues, no scripts.

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.