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TROUBLESHOOTING GUIDE FOR YOUR EFTPOS TERMINAL

Trouble with your terminal? Whether it’s a connection error on your Presto Smart VX690 terminal or you simply need support for your EFTPOS machine, our troubleshooting guide can help you to understand why your EFTPOS machine is not working and walk you through the steps to fix it.

Which terminal do you have?

Which error are you experiencing?

How are you connecting?

Are transactions processed on your EFTPOS 1 terminal returning a communication error?

Are you experiencing a communications error code such as: 

COMMS UNAVAILABLE (431) DECLINED; or

CONNECTION ERROR (432) DECLINED; or

COMMS ERROR (415) DECLINED?

OR

Are you having trouble connecting 3G/GPRS on your EFTPOS 1 terminal?

Confirm whether your terminal has GPRS signal, by checking for the signal indicator on the screen.

If the GPRS indicator is present, continue with the Steps below.

If the indicator isn't present, confirm if the Wi-Fi indicator or Ethernet indicator is present.

If either the Wi-Fi or Ethernet indicator is present refer to the troubleshooting for Wi-Fi / Ethernet communication errors.
 

If none of the indicators are present and you've access to connect to Wi-Fi or Ethernet, download our EFTPOS 1 User Guide (PDF 1MB) and follow the steps in section 13. Network Configuration or call the Merchant Helpdesk on 1800 029 749 to connect Wi-Fi or ethernet.

If you don't have access to connect to Wi-Fi or Ethernet, call the Merchant Helpdesk on 1800 029 749, to enable GPRS.

NOTE: Dial connection is no longer available to connect your EFTPOS 1 terminal.
 

Step 1. Try processing the transaction again.

If the transaction fails to process again or the terminal is requesting you to call for authorisation go to Step 2. 

Step 2. Reconnect to the 3G network.

Go to Menu > Utility > Reboot GPRS

Try processing the transaction again. If the transaction fails to process again or the terminal is requesting you to call for authorisation go to Step 3.

Step 3. Restart your terminal.

  1. Remove the terminal from the base.
  2. Hold down the red Cancel key for 10 seconds.
  3. Wait for 20 seconds and place it back on the base or hold down the green Enter key until the unit powers up.
  4. Wait for the terminal to return to the main menu.
  5. Try processing the transaction again. If the transaction fails to process again or the terminal is requesting you to call for authorisation go to Step 4.

Step 4. Switch to Wi-Fi, IP (Ethernet) or a mobile hotspot.

If you've access to connect to Wi-Fi, Ethernet or a mobile hotspot:

Go to Menu > Utility > Network and follow the prompts. Need help? Download our EFTPOS 1 User Guide (PDF 1MB) and follow the steps in section 13. Network Configuration or call the Merchant Helpdesk on 1800 029 749.

Try processing the transaction again. If the transaction fails to process again or the terminal is requesting you to call for authorisation go to Step 5.

Note: If you've successfully connected to a mobile hotspot, this is considered a temporary solution. Please contact us to discuss your options.

If you don't have access to connect to Wi-Fi, Ethernet or a mobile hotspot, please get in touch with us to chat about your options.

Contact us.

Still unable to connect? Call the Merchant Helpdesk on 1800 029 749 (available 24/7)

Are transactions processed on your EFTPOS 1 terminal returning a communication error?

Are you experiencing a communications error code such as: 

COMMS UNAVAILABLE (431) DECLINED; or 

CONNECTION ERROR (432) DECLINED; or

COMMS ERROR (415) DECLINED?

Follow the steps below if you're experiencing one of these errors or having trouble connecting Wi-Fi or Ethernet on your EFTPOS 1 terminal:

Confirm whether your terminal has Wi-Fi or Ethernet connection, by checking for the Wi-Fi indicator or Ethernet indicator.

If the Wi-Fi indicator or Ethernet indicator is present, continue with the steps below. 

 

If the indicators are not present, confirm if the GPRS indicator is present.

If the GPRS indicator is present refer to the troubleshooting for 3G / GPRS communication errors.

 

If none of the indicators are present and you've access to connect to Wi-Fi or Ethernet, download our EFTPOS 1 User Guide (PDF 1MB) and follow the steps in section 13. Network Configuration or call the Merchant Helpdesk on 1800 029 749.

If you don't have access to connect to Wi-Fi or Ethernet, call the Merchant Helpdesk on 1800 029 749, to enable GPRS.

NOTE: Dial connection is no longer available to connect your EFTPOS 1 terminal.

Step 1. Confirm if the Wi-Fi indicator or Ethernet indicator are grey or red in colour.

Grey indicates that there is a connection; if one or both indicators are grey, go to Step 2. Red indicates there is no connection. If both indicators are red go to Step 3.

Step 2. If one or both indicators are grey, try processing the transaction again.

If the transaction fails to process again, is requesting you to call for authorisation or the indicators change to red, go to Step 3.

Step 3. Restart your terminal.

  1. Remove the terminal from the base.
  2. Hold down the red Cancel key for 10 seconds.
  3. Wait for 20 seconds and place it back on the base or hold down the green enter key until the unit powers up.
  4. Wait for the terminal to return to the main menu.
  5. Recheck the Wi-Fi and Ethernet indicators. If one or both indicators are grey, try processing the transaction again. If the transaction fails to process again or the terminal is requesting you to call for authorisation go to Step 5. If both indicators are red go to Step 4a or 4b.

Step 4a. If you're connecting to Wi-Fi, check other devices such as a mobile phone that may be connected to your Wi-Fi network.

Check if your mobile phone or other device can connect to the Wi-Fi and access the internet. 

If your other device is unable to connect to the network, check your modem, router and/or your network, which may include contacting your IT provider or contacting your Internet Service Provider (ISP).

Go to Step 5.

Step 4b. If you're connecting to Ethernet, check your Ethernet cable is secure and has been configured correctly.

Ensure your terminal base is connected to your modem, router via an Ethernet cable. Check both ends of the cable are connected securely.

Confirm your terminal base is connected to your terminal by Bluetooth®, by checking for the grey Bluetooth® indicator. If the indicator isn't present or is red in colour, configure Bluetooth® by pairing the base. 

  1. Go to Menu > Utility > Bluetooth® Config > select Pair to Base
  2. Select Yes to pair the terminal to the base. The terminal will start scanning for the base. Press and release the Bluetooth® button the front of the base. The blue light on the base will begin flashing while the pairing process is occurring.
  3. The terminal will display “Scanning for devices”, then “Pairing with” and then “Completing pairing”, during the pairing process.
  4. Wait for the terminal to return to the main menu. If successful, the Bluetooth® indicator should be present and grey in colour, continue with the next step. If the pairing isn't successful, go to Step 5. 

It is recommended that you've Dynamic Host Configuration Protocol ‘DHCP’ turned on at your router. (Most networks use DHCP to allocate unique addresses to each computer on your network). If you're unsure contact your Internet Service Provider (ISP). Once you've confirmed your protocols:

  1. Go to Menu > Utility > Network > Ethernet > Select ‘Edit’ to setup/edit the settings for the Ethernet network
  2. Select the IP address setup type and follow the prompts depending on whether you've DHCP turned on. (If you've a fixed connection, you may be prompted to enter details such as IP address, Subnet Mask, Default Gateway, Primary DNS and Secondary DN)
  3. The terminal will attempt to connect to the Ethernet network
  4. Wait for the terminal to return to the main menu.

Recheck the Wi-Fi and Ethernet indicators. If one or both indicators are grey, try processing the transaction again. If the transaction fails to process again, or the terminal is requesting you to call for authorisation, or the indicators are still red, go to Step 5.

Step 5. Switch to a mobile hotspot.

If you've access to connect to a mobile hotspot:

Go to Menu > Utility > Network and follow the prompts. Need help? Download our EFTPOS 1 User Guide (PDF 1MB) and follow the steps in section 13. Network Configuration or call the Merchant Helpdesk on 1800 029 749.

Try processing the transaction again. If the transaction fails to process again or the terminal is requesting you to call for authorisation, please contact us.

Note: If you've successfully connected to a mobile hotspot, this is considered a temporary solution. Please contact us to discuss your options.

If you don't have access to connect to a mobile hotspot, call the Merchant Helpdesk on 1800 029 749, to enable GPRS.

NOTE: Dial connection is no longer available to connect your EFTPOS 1 terminal.

Contact us.

Still unable to connect? Call the Merchant Helpdesk on 1800 029 749 (available 24/7).

Are your receipts blank, contain poor quality printing or jamming during printing?

If your receipts are blank, you may have inserted the paper roll incorrectly or you may have a damaged paper roll. 

Step 1. Confirm the paper roll isn't damaged in any way, including heat or water damage

  1. On the top of your terminal, lift and open the black paper compartment latch.
  2. Remove the paper roll and check for damage. If the roll is damaged use a new roll. Go to Step 2.


Step 2. Insert and confirm the paper roll has been inserted correctly. 

  1. Position the paper roll with the end of the roll protruding from underneath the roll towards the terminal screen. Ensure the roll is straight. 
  2. Pull paper out slightly and close the cover. 
  3. Print a duplicate receipt or transaction report to confirm terminal is printing. Go to Menu > Reprint Receipt or Menu > Transaction List.

If your receipts are not printing at all, the terminal may be low on power, or the receipts may be jamming.

Step 1. Check the power.

  1. Look in the top right corner.
  2. Battery icon red? 
  3. Put the terminal on the base to charge it.
  4. Once the icon is green, print a duplicate receipt or transaction report to confirm terminal is printing. Go to Menu > Reprint Receipt or Menu > Transaction List.
  5. If the battery icon is green already, go to Step 2.


Step 2. Check for any paper catching or jamming.

  1. On the top of your terminal, lift and open the black paper compartment latch.
  2. Remove the paper roll and check for any small bits of paper or damaged or crinkled paper. 
  3. Remove any damaged or crinkled paper or paper pieces. If the roll is damaged use a new roll.
  4. Position the paper roll with the end of the roll protruding from underneath the roll towards the terminal screen. Ensure the roll is straight. 
  5. Pull paper out slightly and close the cover. 
  6. Print a duplicate receipt or transaction report to confirm terminal is printing. Go to Menu > Reprint Receipt or Menu > Transaction List.

Contact us.

Still can’t print from your terminal or the printing isn't clear? Call the Merchant Helpdesk on 1800 029 749 (available 24/7).

Is your terminal turned off and unable to power on, or is it on the base and still does not power on?

Step 1. If your terminal isn't on the base, place it on the base.

The terminal should automatically power on.

Step 2. If your terminal is on the base and not powering on:

  1. Check the terminal is sitting correctly on the base.
  2. Check the front of the base for a green light.
  3. No green light? Check the power supply cable is securely connected underneath the base. Check the power supply cable is connected to a power point and has power.
  4. Still no green light? Connect the power supply cable directly into the terminal, using the Micro-USB connection on the left side of the terminal.

Contact us.

Still can’t power on your terminal or your terminal will not charge when on the base? Call the Merchant Helpdesk on 1800 029 749 (available 24/7).

Is your EFTPOS 1 terminal not responding when you touch the screen?

Step 1. Shut down your terminal.

  1. Remove the terminal from the base.
  2. Hold down the red Cancel key until the terminal shuts down.

Step 2. Restart your terminal.

  1. Hold down the green Enter key until the unit powers up or place it on the base to power up.
  2. Wait for the terminal to return to the main menu
  3. Try using the touch screen again.

Contact us.

EFTPOS terminal still won’t respond? Call the Merchant Helpdesk on 1800 029 749 (available 24/7).

Does your terminal continually show low battery, when not on the base?

Due to the age of your terminal, it may start to exhibit a shorter battery life, when off the base. Keep your terminal on the base when not in use. 

Contact us.

Call the Merchant Helpdesk on 1800 029 749 (available 24/7).

Are transactions processed on your EFTPOS 1 terminal returning a power failure error?

Are you experiencing a communications error code such as POWER FAILURE (401) DECLINED? 

The transaction has declined due to a power failure during the transaction processing.

It is always important to confirm that an Approved receipt is printed before the transaction is considered complete.

Reprocess the transaction before your customer leaves your business.

If you continue to observe this error, contact the Merchant Helpdesk.

Contact us.

Need more help? Call the Merchant Helpdesk on 1800 029 749 (available 24/7).

Experiencing another error with your EFTPOS 1 terminal?

Refer to your EFTPOS 1 User Guide (PDF 1MB) or your EFTPOS 1 Quickstart Guide (PDF 151KB).

Can’t find the answer and still need help? 

Call our Merchant Helpdesk on 1800 029 749 (available 24/7).

Which error are you experiencing?

Are you having trouble connecting your EFTPOS Connect terminal to your POS system? (Communications Error) 

Step 1. Check the terminal is connected to your Point of Sale (POS) system. 

Step 2. Confirm the ‘EFT’ client icon is present.

  • Once the cables have been checked, check for this icon on the bottom right hand of the PC screen. (The EFT Client manages the connection or interface between the terminal and the EFT Server/Bank connection.)
  • If the EFT Client icon is present on the tool bar on the bottom right hand of the PC screen. Begin by checking the EFT Client icon colour.
  • If the EFT Client icon is missing from the bottom right hand side of the PC screen, restart the PC and wait until PC restart successfully. The EFT Client icon should return back to Green.
  • If EFT Client icon is missing or not Green, call Linkly Support on +61 2 9998 9800, available Monday to Friday from 8:00am to 10:00pm, Saturday from 9:00am to 5:00pm, Sunday and Public Holidays from 10:00am to 3:00pm.

The icon may display in four different colours indicating various issues:

 

Colour Particulars
Green Terminal is online with the POS.
Yellow Terminal is offline to the POS or a communication (Comm) port issue.
Red EFT Server or communication error issue. 
Blue EFTPOS CONNECT EFT Client is set to use the terminal's internal modem for Bank Comms.

Step 3. Check the charge.

The Terminal has a Battery Symbol in the top right-hand corner of the display, which shows how much charge the battery has.

  • If the Battery Symbol is yellow or green, the battery is partially or fully charged. 
  • If the Battery Symbol is red, the battery is almost completely flat. 
  • If the Battery Symbol is grey, either the battery isn't fitted correctly, or the terminal or battery is faulty.
  • A lightning bolt above the Battery Symbol indicates that the terminal is receiving power from the Base, and the terminal battery can charge.
  • If the terminal is sitting on the Base but there is no lightning bolt, this means the Terminal isn't receiving power from the Base, and the battery will go flat. If this is the case, the terminal must be connected to a power source - connect the terminal to the terminal’s power supply and put it on a powered base. The charging symbol will appear on screen once charging begins and your terminal should automatically turn on. 

Step 4. Restart your terminal.

If you need to turn your terminal off manually or re-boot, follow the below steps: 

To turn off the terminal, hold the ‘Func’ key and the ‘CLEAR’ key down simultaneously for about 2 seconds. To turn on the terminal, hold ‘ENTER’ key down for about 2 seconds until the terminal displays the start-up screen.

Important: the terminal must be removed from the power supply before attempting a manual shutdown. 

Contact Linkly.

Still can’t connect your POS system to your Connect terminal? Call Linkly Support on +61 2 9998 9800, available on: Monday to Friday from 8:00am to 10:00pm, Saturday from 9:00am to 5:00pm, and Sunday and Public Holidays from 10:00am to 3:00pm.

 

Are your receipts not printing on your EFTPOS Connect terminal?

Step 1. Check the presence and proper positioning of the paper roll. Try adjusting the paper roll by following the instructions in Section 2.5 of the EFTPOS Connect User Guide (PDF 1MB) ‘Loading the receipt roll’. 

Step 2. Check you’re using the right paper (thermal paper is mandatory)

Step 3. Reposition the paper roll – check to make sure the thermal paper’s sensitive side is placed correctly.

Contact us.

Receipts still won’t print? Call the Merchant Helpdesk on 1800 029 749 (available 24/7)

Are you experiencing paper/printing faults on your EFTPOS Connect terminal? (in standalone mode only)

Step 1. Remove the receipt roll from the printer to ensure that there is no paper jam. 

Step 2. If the existing paper roll is damaged in any way, replace it with a new roll. 

Step 3. If the problem continues, power off the terminal for 10 seconds and turn it back on again. 

To turn off, hold the ‘Func’ key and the ‘CLEAR’ key down simultaneously for about 2 seconds. To turn on, hold ‘ENTER’ key down for about 2 seconds until the terminal displays the start-up screen.

Important: the terminal must be removed from the power supply before attempting a manual shutdown. 

Step 4. To print a sample receipt, navigate through the main menu to the ‘reprint receipt’ option. 

Contact us.

If the problem persists, call the Merchant Helpdesk on 1800 029 749 (available 24/7).

EFTPOS Connect terminal doesn’t turn on? 

Step 1. Check the battery.

Check if the battery is connected or empty. Refer to the top right-hand corner of the display, which indicates how much charge the Battery has.

  • If the Battery Symbol is yellow or green, the Battery is partially or fully charged. 
  • If the Battery Symbol is red, the battery is almost completely flat. 
  • If the Battery Symbol is grey, either the Battery isn't fitted correctly, or the terminal or Battery is faulty.
  • A lightning bolt above the Battery Symbol indicates that the terminal is receiving power from the Base, and the terminal Battery can charge.
  • If the terminal is sitting on the Base but there is no lightning bolt, this means the terminal isn't receiving power from the Base, and the Battery will go flat. (Refer to Step 2) 

Step 2. If the terminal isn't receiving power from the base, connect to a power source to charge.

Make sure your terminal base is connected to a power source and place your terminal on the base to charge. The battery symbol will appear on screen once charging begins and your terminal should automatically turn on. 

Contact us.

EFTPOS Connect terminal still won’t start? Call the Merchant Helpdesk on 1800 029 749 (available 24/7)


No response received from EFTPOS Connect terminal? 

Step 1: Ensure that the power cable is securely connected to the terminal. 

Step 2: Power off the terminal for 10 seconds and then turn it back on again. 

To turn off, hold the ‘Func’ key and the ‘CLEAR’ key down simultaneously for about 2 seconds. To turn on, hold ‘ENTER’ key down for about 2 seconds until the terminal displays the start-up screen.

Important: the terminal must be removed from the power supply before attempting a manual shutdown. 

Step 3: Retry the transaction. 

Contact us.

If the problem persists, call the Merchant Helpdesk on 1800 029 749 (available 24/7).

EFTPOS Connect terminal isn't reading cards

Step 1: Try re-tapping, inserting, or swiping the card again. 

  • If swiping, make sure the magnetic card is swiped correctly with a smooth and swift motion. The magnetic strip must be swiped on the terminal side and must not be damaged, grooved or cracked. 
  • If inserting, make sure to insert the chip/smartcard into the chip card reader and remove the card only after the transaction is performed. 

Step 2: If there is still no response from the card reader, power off the terminal for 10 seconds and turn it back on again. 

To turn off, hold the ‘Func’ key and the ‘CLEAR’ key down simultaneously for about 2 seconds. To turn on, hold ‘ENTER’ key down for about 2 seconds until the terminal displays the start-up screen.

Important: the terminal must be removed from the power supply before attempting a manual shutdown. 

Step 3: Try processing the transaction again. 

Contact us.

If the problem persists, call the Merchant Helpdesk on 1800 029 749 (available 24/7).

Having trouble installing a battery on your EFTPOS Connect terminal? 

Step 1. First, ensure the terminal isn’t connected to a power source. 

Step 2. Turn your terminal over and unclip the battery compartment cover. 

Step 3. You may need to rotate the locking dial to disengage the cover. 

Step 4. Take the battery pack included in the box.

Step 5. Plug in the battery pack and make sure that it clips in securely.

Step 6. Close the battery cover and turn the lock to secure.

Experiencing another error with your EFTPOS Connect terminal?

Refer to your EFTPOS Connect User Guide (PDF 1MB) or your EFTPOS Connect Quick Reference Guide (PDF 3MB).

Can’t find the answer and still need help? 

Call our Merchant Helpdesk on 1800 029 749 (available 24/7).

Which error are you experiencing?

Are you having trouble connecting your Presto Smart e355 terminal to your POS system?

Step 1. Check the Wi-Fi is enabled on the terminal. 

  1. Look in the top right-hand corner
  2. Is the Wi-Fi icon grey
  3. Try processing the transaction again.

Step 2. Check other devices.

  1. Look in the top right-hand corner
  2. Is the Wi-Fi icon red?
  3. Check if your mobile phone or other device can connect to the Wi-Fi and access the internet. You may need to re-attempt to connect to the Wi-Fi networking by referring to the ‘Connectivity – Connect to Local Network section of the Presto Smart e355 Quick Reference Guide (PDF 194KB)

Step 3. Check that your Point of Sale (POS) is only connected to one terminal.

If your Point of Sale (POS) is already connected to another terminal, you will need to unpair that terminal first. 

To initiate pairing with the Point of Sale, refer to section 4.0 of the Presto Smart e355 user guide (PDF 455KB).

Note. The actions of the POS will differ depending on the POS vendor solution. 

To disconnect from the Point of Sale, refer to section 5.0 of the Presto Smart e355 user guide (PDF 455KB).

Contact us.

Having trouble pairing or disconnecting the Presto Smart e355 terminal to or from the Point of Sale? Call the Merchant Helpdesk on 1800 029 749 (available 24/7).

Presto Smart e355 terminal isn’t starting up? 

Step 1. Check battery.

Ensure the battery charge state isn't critically low. 

Step 2. Connect terminal to power 

Connect terminal to a power source for at least 15 minutes. 

Step 3. Wait for terminal to light up. 

Ensure that you pressed the green key for approximately 4 seconds, until the terminal lights up.

Contact us. 

Presto Smart e355 terminal still won’t start? Call the Merchant Helpdesk on 1800 029 749 (available 24/7).

Presto Smart e355 terminal isn’t reading cards correctly

Step 1. Retry the card.

Re-insert, swipe or tap the card when prompted by terminal. 

Step 2. Manually shut down the terminal. 

If there is still no response from the Presto Smart e355 terminal, power off the terminal by pressing the red key down for 10 seconds. 

Step 3. Restart the terminal. 

Power on the terminal and re-connect to your compatible POS app. 

Step 4. Retry transaction. 

Try the transaction again. 

Contact us. 

Presto Smart e355 terminal still not reading cards correctly? Call the Merchant Helpdesk on 1800 029 749 (available 24/7).

Are you having trouble understanding the battery icons or charging your Presto Smart e355 terminal?

Check the battery status.

Look in the top right corner

  1. Battery icon grey. (The battery symbol grey indicates the internal battery power level when the terminal isn't connected to mains power). 
  2. Battery icon red. (The battery symbol turns red when the terminal is low on charge).
    Your terminal requires charging - plug the terminal into a power source for at least 15 minutes to charge.
  3. Battery icon is green. (This indicates the terminal is plugged into mains power and is charging). 

How do I charge my Presto Smart e355 terminal? 

There are two options available to charge your terminal – either through connecting the power source directly to a computer or via the power adapter. 

        1. Connecting the terminal to a computer: 

i) Insert the micro-USB connector to the micro-USB port found on the bottom of the terminal.

ii) Plug the USB end of the connector to a USB portal on a computer

        2. Connecting terminal to power:

i) Insert the micro-USB connector to the micro-USB port found on the side of the terminal.

ii) Plug the AC power cord into a wall outlet or power surge protector.

Has your Presto Smart e355 terminal experienced a power failure? 

You may need to manually shutdown and restart the terminal. 

Step 1. Manually shut down the terminal.

Remove the terminal from the power source. The terminal must be unplugged from power supply or removed from the base before attempting a manual shutdown. 

Hold down the red key for 10 seconds until the unit displays the shutdown verification screen.


Step 2. Restart the terminal.

Plug in the power source. When connected to power, the Presto Smart e355 will automatically turn on. To turn the terminal on manually, hold the green key down for 10 seconds until the start-up screen is displayed on the terminal. 

Leave the terminal to charge for at least 15 minutes.

Contact us.

Still having problems with the power on your terminal? Call the Merchant Helpdesk on 1800 029 749 (available 24/7).

Experiencing another error with your Presto Smart e355 terminal?

Refer to your Presto Smart e355 User Guide (PDF 455KB) or your Presto Smart e355 Quick Reference Guide (PDF 194KB).

Can’t find the answer and still need help? 

Call our Merchant Helpdesk on 1800 029 749 (available 24/7).

Which error are you experiencing?

Has your Presto Smart VX690 terminal experienced a communication error? 

If you've experienced a communication error and the terminal has been unable to complete the transaction, you may see a ‘415’ terminal response code appear on your terminal receipts.

Step 1. Check connectivity. 

Check the terminal has connectivity 

Step 2. Check signal strength. 

Check the signal strength status icon on the terminal if connected via Wi-Fi or 3G / GPRS. You may need to re-connect your terminal to the internet. See steps below. 

Step 3. Retry transaction. 

If the terminal was unable to complete the transaction, retry transaction. 

Contact us.

Still unable to connect? Call the Merchant Helpdesk on 1800 029 749 (available 24/7).

Connecting your Presto Smart VX690 terminal to the internet 

  1. Press the Go button on the screen or the Enter key on the terminal to get started. 
  2. Select the method of connecting to the internet that you will be using with your Presto Smart VX690 terminal. (This should be same the same network your POS is on). 
  3. For Wi-Fi press 1 on the terminal key pad, or touch the Wi-Fi button on the terminal screen (continue to step 4) or for Ethernet press 2 on the terminal key pad, or touch the Ethernet button on the terminal screen (continue to step 6). 
  4. Please select your Wi-Fi network or search for your network name. If you can’t find your Wi-Fi network, make sure you refresh and try again.
  5. Enter your Wi-Fi password using the keypad. 
  6. Alternatively, you can connect your new terminal to your local network by following the steps in the ‘Connect to Local Network’ section of the Presto Smart VX690 Quick Reference Guide (PDF 313KB).
  7. If connecting via Ethernet, please refer to the FAQs at westpac.com.au/prestosupport

Are you having problems printing from your Presto Smart VX690 terminal? (In Standalone Mode?) 

For tips on checking jammed paper:

Step 1. Remove the paper roll from the printer to ensure that there is no paper caught. 

Step 2. If the existing paper roll is damaged in any way then replace this with a new roll.

Step 3. If the problem continues, power off the terminal for 10 seconds.

Step 4. Power on the terminal. 

Step 5. To print a sample receipt, navigate through the main menu to the reprint receipt option.

Contact us.

If the problem persists, call the Merchant Helpdesk on 1800 029 749 (available 24/7).

For tips on loading paper: 

Step 1. On the top of your terminal, lift and open the black receipt compartment latch. 

Step 2. Position the paper roll with the end of the roll protruding from underneath the roll towards the terminal screen. 

Step 3. Pull paper out slightly and close the cover. 

Step 4. To print a sample receipt, navigate through the main menu to the ‘Reprint Receipt’ option. (Only available after a transaction has been processed).

Does your Presto Smart VX690 Terminal not start? 

Step 1. Ensure that the battery charge state isn't below the critically low level. The terminal will not work if there is insufficient charge remaining in the battery. 

Step 2. Connect terminal to a power source for at least 15 minutes if terminal is below operational battery charge state. 

Step 3. Ensure that you press the key for approximately 10 seconds, until the terminal back-light turns on.

Contact us.

Presto Smart VX690 terminal still won’t start? Call the Merchant Helpdesk on 1800 029 749 (available 24/7).

Is there no response received from the Presto Smart VX690 terminal? 

Step 1. Ensure power supply is working.

Make sure you've the power cable securely connected to the terminal and terminal is charging. 

Step 2. Manually shut down the terminal.

Hold down the red Cancel key until the unit shuts down.

Step 3. Restart the terminal.

Hold down the green Enter key until the terminal back-light turns on.

Step 4. Retry the transaction. 

Contact us.

Presto Smart VX690 terminal still not responding? Call the Merchant Helpdesk on 1800 029 749 (available 24/7).

Presto Smart VX690 isn’t reading cards correctly

Step 1. Re-insert, swipe or tap the card. (For more information, refer to section 3 of the Presto Smart VX690 User Guide (PDF 2MB) which outlines steps to follow for contactless, chip-card or magnetic stripe transactions. 

Step 2. If there is still no response from the card reader power off the terminal for 10 seconds. 

Step 3. Power on the terminal. Attempt transaction again. 

Contact us.

Presto Smart VX690 terminal still won’t start? Call the Merchant Helpdesk on 1800 029 749 (available 24/7).

Experiencing another error with your Presto Smart VX690 terminal?

Refer to your Presto Smart VX690 User Guide (PDF 2MB) or your Presto Smart VX690 Quick Reference Guide (PDF 313KB).

Can’t find the answer and still need help? 

Call the Merchant Helpdesk on 1800 029 749 (available 24/7).

Things you should know

Applications for merchant services are subject to approval. Terms and Conditions and other fees and charges (PDF 69KB) apply. Full details are available on request. The information provided is current as at December 2021.

Merchant terminals vary in functionality and use and the individual device will have specific conditions and terms of use that apply. See the individual merchant device for further detail- EFTPOS 1, EFTPOS 1iEFTPOS Connect, Presto Smart.

Bluetooth® is a registered trademark owned by Bluetooth® SIG, Inc. and use of the mark by Westpac is under license. 

It is a general statement for information purposes only and should only be used as a guide. While all care has been taken in preparation of this information, no member of the Westpac Group, nor any of their employees or directors gives any warranty of accuracy or reliability nor accepts any liability in any other way, including by reason of negligence for any errors or omissions contained herein, to the extent permitted by law. Unless otherwise specified, the products and services described in this document are available only in Australia.