- Business
- EFTPOS & eCommerce
- Merchant Support Centre
- EFTPOS Terminal Support & Troubleshooting Guide
TROUBLESHOOTING GUIDE FOR YOUR EFTPOS TERMINAL
Trouble with your terminal? Our troubleshooting guide could help you to understand why your EFTPOS machine is not working and walk you through the steps to get you up and running.
Which terminal do you have?
Which error are you experiencing?
Terminal won't turn on
Fix it checklist
- Return the terminal to the base
- Look for a white light
- Check the power supply
- Connect a USB-C power cable
1. Return the terminal to the base
Is the terminal on the base?
Your terminal should automatically power on when it’s placed on the base.
- Make sure the terminal is sitting correctly on the base
2. Look for a white light
Can you see a white light?
- Check the left-hand side of the base for a white light
3. Check the power supply
No white light?
- Check the power cable is connected to the base
- Ensure the cable is connected to a power point
- Check the power is on
4. Connect a USB-C power cable
Still no white light?
- Connect a USB-C power cable to the port on the left-hand side of the terminal
- Connect to a power supply
- Hold the power button for 3 seconds
Your terminal should now be powered on.
Still no power?
Touch screen not responding
Fix it checklist
- Shut down the terminal
- Restart the terminal
1. Shut down the terminal
- Take the terminal off the base
- Hold the power button until you see the power menu
- Select Power off
2. Restart the terminal
Try restarting your terminal
- Hold the power button for 3 seconds until you see the notification screen (you can also place it on the base to power up)
- Swipe up to return to the amount-entry screen or ready screen
- Try using the touch screen again
Still no response?
Paper jam or printing error
What’s happening?
I’m getting…
- Blank receipts
- Poor quality printing
- Paper jams
- Low battery error T605
Fix it checklist
- Check for damage to the roll
- Check the roll is placed correctly
- Check the battery
- Check for paper jams
Check for damage to the roll
If there is any heat, water, or other damage to the roll, it may not print.
- Open the paper roll compartment on the top of your terminal
- Remove the paper roll
- Check for damage
- Replace the roll (if damaged)
Check the roll is placed correctly
If the paper roll has been inserted incorrectly, it may not print.
- Place the roll with the paper end feeding under the roll and towards the terminal screen
- Check the roll is straight
- Pull the end of the paper above the paper compartment door
- Close the cover
- Go to Menu > Transaction History to print a duplicate receipt or transaction report to test the printer
Check the battery
If your terminal is showing low battery, it may not have enough power to print a receipt.
- Check the battery icon on the Status Bar
- If the battery is low or the battery icon is showing an exclamation mark, charge the terminal on the base
- Go to Menu > Transaction History to print a duplicate receipt or transaction report to test the printing.
Check for paper jams
If a receipt is not printing, you may have a paper jam.
- Open the paper roll compartment on the top of your terminal
- Remove the paper roll and check for any loose bits of paper
- Remove any paper and if the roll is damaged, replace it
- Place the roll with the paper end feeding under the roll and towards the terminal screen
- Check the roll is straight
- Pull the end of the paper above the paper compartment door
- Close the cover
- Go to Menu > Transaction History to print a duplicate receipt or transaction report to test the printing
Still can’t print?
Wi-Fi error
What’s happening?
- Communications error
- Request to call for authorisation
- Trouble connecting Wi-Fi
Fix it checklist
- Check the Wi-Fi connection
- Reconnect the Wi-Fi
- Check other devices
- Switch to a mobile hotspot
1. Check the Wi-Fi connection
Do you see a Wi-Fi icon in the status bar and does it have a slash (\) or question mark (?) over it?
Yes > Go to step 2
No (you have a Wi-Fi icon, but it doesn’t have a \ or ? over it) > Go to step 2
No (you do not have any Wi-Fi icon) > Go to step 3
Note:
- If you can see a 4G mobile signal icon refer to the troubleshooting 4G mobile network communications error.
- If you don’t have access to Wi-Fi, or can’t see any icons, you can try connecting to a mobile network or use an ethernet connection. Download the EFTPOS Now User Guide (PDF 2MB) or EFTPOS Now with Presto User Guide (PDF 1MB) for more details.
2. Process the transaction again
Did processing the transaction again work?
Yes > Great
No > Go to step 5
3. Connect to Wi-Fi
- Go to the top of the screen
- Swipe down to view the status icons
- Tap and hold the Wi-Fi icon. You will see a slash (\) or a question mark (?)
- Tap the on/off button to turn the Wi-Fi on
- Select your Wi-Fi network
- Enter your Wi-Fi password
- Select CONNECT
Did the terminal connect to Wi-Fi?
Yes > Go to step 4
No > Go to step 5
4. Process the transaction again
Did processing the transaction again work?
Yes > Great
No > Go to step 5
5. Check other devices
Try connecting another device such as your mobile phone to the Wi-Fi and access the internet.
If your device won’t connect to your Wi-Fi or you can’t access your internet, contact your Internet Service Provider (ISP), or go to step 6.
Did your device connect to Wi-Fi and were you able to access the internet?
Yes > Go to step 7
No > Go to step 6
6. Switch to a mobile hotspot
- Go to the top of the screen
- Swipe down to view the status icons
- Tap and hold the Wi-Fi icon
- Tap the on/off button to turn the Wi-Fi on
- Select your mobile hotspot
- Enter your mobile hotspot password
- Select CONNECT
Did your terminal connect to the mobile hotspot?
Yes > Go to step 7
No > Go to step 8
Note: If you've successfully connected to a mobile hotspot, this is considered a temporary solution. Please contact us to discuss your options.
7. Process the transaction again
Did processing the transaction again work?
Yes > Great
No > Go to step 8
8. Contact us
4G mobile network error
What’s happening?
- Communications error
- Request to call for authorisation
- Trouble connecting to a mobile network
Fix it checklist
- Check the mobile signal
- Restart the terminal
- Connect to a mobile network
- Switch to Wi-Fi or a mobile hotspot
1. Check the mobile signal
Do you see a 4G mobile data icon in the status bar?
Yes > Go to step 2
No (you have a signal icon with x above it; or, no mobile signal icon) > Go to step 4
Note:
- If you can (you have a signal icon with x above it; or, no mobile signal icon) > Wi-Fi communications error
- If you don’t have access to a mobile network, or you can’t see any icons, you can try connecting to Wi-Fi or use an ethernet connection. Download the EFTPOS Now User Guide (PDF 2MB) and EFTPOS Now with Presto User Guide (PDF 1MB) for more details.
2. Restart the terminal
- Remove the terminal from the base
- Hold the Power button down until you see the power menu
- Select Restart
- Wait for the terminal to return to the notifications screen
- Swipe up to return to the amount-entry screen or ready screen
3. Process the transaction again
Did processing the transaction again work?
Yes > Great
No > Go to step 6
4. Connect to a mobile network
- Swipe down from the top of the screen to view the status icons
- Tap the mobile data icon
The terminal should connect to a mobile network, and you should see the 3G or 4G mobile signal icon.
Did the terminal connect to a mobile network?
Yes > Go to step 5
No > Go to step 6
5. Process the transaction again
Did processing the transaction again work?
Yes > Great
No > Go to step 6
6. Switch to Wi-Fi or a mobile hotspot
To connect to Wi-Fi or a mobile hotspot:
- Go to the top of the screen
- Swipe down to view the status icons
- Tap and hold the Wi-Fi icon
- Tap the on/off button to turn the Wi-Fi on
- Select your Wi-Fi network or mobile hotspot
- Enter your Wi-Fi or mobile hotspot password
- Select CONNECT
Did the terminal connect to Wi-Fi?
Yes > Go to step 7
No > Go to step 8
7. Process the transaction again
Did processing the transaction again work?
Yes > Great
No > Go to step 8
8. Contact us
Can’t see your error listed?
Try the EFTPOS Now User Guide (PDF 2MB), EFTPOS Now Quick Reference Guide (PDF 506KB) or EFTPOS NOW with Presto User Guide (PDF 1MB)
Still need help?
Contact the Merchant Helpdesk
Available 24/7
Which error are you experiencing?
How are you connecting?
3G/GPRS error
What’s happening?
- COMMS UNAVAILABLE (431) DECLINED error
- CONNECTION ERROR (432) DECLINED error
- COMMS ERROR (415) DECLINED error
- Request to call for authorisation
- Trouble connecting to 3G/GPRS
Fix it checklist
- Check the mobile signal icon
- Reconnect to a mobile network
- Restart the terminal
- Switch to Wi-Fi or a mobile hotspot
1. Check the mobile signal
Do you see a grey mobile signal icon on the screen?
Yes > Go to step 2
No (you have a red mobile signal icon; or no mobile signal icon) > Go to step 3
Note:
- If you can see the Wi-Fi icon refer to the troubleshooting Wi-Fi communications error.
- If you don’t have access to a 3G/GPRS mobile network, you can try connecting to Wi-Fi or use an ethernet connection. Download the EFTPOS 1 User Guide (PDF 1MB) for more details.
2. Process the transaction again
Did processing the transaction again work?
Yes > Great
No > Go to step 3
3. Reconnect to a mobile network
- Go to Menu > Utility > Reboot GPRS
Did the terminal connect to a mobile network?
Yes > Go to step 4
No > Go to step 5
4. Process the transaction again
Did processing the transaction again work?
Yes > Great
No > Go to step 5
5. Restart the terminal
- Take the terminal off the base
- Hold the red X key for 10 seconds
- Wait for 20 seconds, then hold the green enter key until the terminal turns on (or you can place it on the base to power up)
- Wait until the terminal returns to the main menu
6. Process the transaction again
Did processing the transaction again work?
Yes > Great
No > Go to step 7
7. Switch to Wi-Fi or a mobile hotspot
To switch to Wi-Fi 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.
Did the terminal connect to Wi-Fi or a mobile hotspot?
Yes > Go to step 8
No > Go to step 9
8. Process the transaction again
Did processing the transaction again work?
Yes > Great
No > Go to step 9
Note:
- Dial connection is no longer available to connect your EFTPOS 1 terminal
- If you've successfully connected to a mobile hotspot, this is considered a temporary solution. Please contact us to discuss your options.
9. Contact us
Still can't connect to a mobile network?
Call the Merchant Helpdesk
Available 24/7
Wi-Fi or ethernet error
What’s happening?
- COMMS UNAVAILABLE (431) DECLINED error
- CONNECTION ERROR (432) DECLINED error
- COMMS ERROR (415) DECLINED error
- Request to call for authorisation
- Trouble reconnecting to Wi-Fi or ethernet
Fix it checklist
- Check the Wi-Fi connection
- Restart the terminal
- Check other devices
- Switch to a mobile hotspot
1. Check the Wi-Fi connection
Do you see a red Wi-Fi indicator on the screen?
Yes > Go to step 2
No > Go to step 3
Note:
- If you can see the 3G/GPRS mobile network icon refer to the troubleshooting 3G/GPRS communications error.
- If you don’t have access to Wi-Fi, you can try using an ethernet connection. Download the EFTPOS 1 User Guide (PDF 1MB) for more details.
- If you don't have access to connect to Wi-Fi or ethernet, call the Merchant Helpdesk on 1800 029 749 to enable 3G/GPRS.
2. Restart the terminal
If you're seeing a red Wi-Fi indicator or transaction still won’t process, you’ll need to restart your terminal.
- Take the terminal off the base
- Hold the red X key for 10 seconds
- Wait for 20 seconds, then hold the green enter key until the terminal turns on (or you can place it on the base to power up)
- Wait until the terminal returns to the main menu
3. Check the Wi-Fi connection
Do you see a grey Wi-Fi indicator on the screen?
Yes > Go to step 4
No > Go to step 5
4. Process the transaction again
Did processing the transaction again work?
Yes > Great
No > Go to step 5
5. Check other devices
Try connecting another device such as your mobile phone to the Wi-Fi and access the internet.
If your device won’t connect to your Wi-Fi or you can’t access your internet, contact your Internet Service Provider (ISP), or go to step 6.
Did your device connect to Wi-Fi and were you able to access the internet?
Yes > Go to step 7
No > Go to step 6
6. Switch to a mobile hotspot
To switch 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.
Did your device connect to the mobile hotspot?
Yes > Go to step 7
No > Go to step 8
Note:
- Dial connection is no longer available to connect your EFTPOS 1 terminal
- If you've successfully connected to a mobile hotspot, this is considered a temporary solution. Please contact us to discuss your options.
7. Process the transaction again
Did processing the transaction again work?
Yes > Great
No > Go to step 8
8. Contact us
Still can't connect?
Call the Merchant Helpdesk
Available 24/7
Paper jam or printing error
What’s happening?
I'm getting...
- Blank receipts
- Poor quality printing
- Paper jams
Fix it checklist
- Check for damage to the roll
- Check the roll is placed correctly
- Check the battery
- Check for paper jams
Check for damage to the roll
If there is any heat, water, or other damage to the roll, it may not print.
- Open the paper roll compartment on the top of your terminal
- Remove the paper roll
- Check for damage
- Replace the roll (if damaged)
Check the roll is placed correctly
If the paper roll has been inserted incorrectly, it may not print.
- Place the roll with the paper end feeding under the roll and towards the terminal screen
- Check the roll is straight
- Pull the end of the paper above the paper compartment door
- Close the cover
- Go to Menu > Reprint Receipt or Menu > Transaction List to print a duplicate receipt or transaction report to test the printing
Check the power
If your terminal is showing low battery, it may not have enough power to print a receipt.
- Check the battery icon in the top right-hand corner
- If the battery icon is red, charge the terminal on the base until the icon is green
- Go to Menu > Reprint Receipt or Menu > Transaction List to print a duplicate receipt or transaction report to test the printing
Check for paper jams
If a receipt is not printing, you may have a paper jam.
- Open the paper roll compartment on the top of your terminal
- Remove the paper roll and check for any loose bits of paper
- Remove any paper and if the roll is damaged, replace it
- Place the roll with the paper end feeding under the roll and towards the terminal screen
- Check the roll is straight
- Pull the end of the paper above the paper compartment door
- Close the cover
- Go to Menu > Reprint Receipt or Menu > Transaction List to print a duplicate receipt or transaction report to test the printer
Note: Please do not insert any sharp objects into the printer compartment.
Still can't print?
Contact us
Call the Merchant Helpdesk
Available 24/7
Terminal won't turn on
Fix it checklist
- Return the terminal to the base
- Look for a green light
- Check the power supply
- Connect the power cable to the terminal’s Micro-USB port
1. Return the terminal to the base
Is the terminal on the base?
Your terminal should automatically power on when it’s placed on the base.
- Make sure the terminal is sitting correctly on the base
2. Look for a green light
Can you see a green light?
- Check the front of the base for a green light
3. Check the power supply
No green light?
- Check the power cable is connected to the base
- Ensure the cable is connected to a power point
- Check the power is on
4. Connect the power cable directly to the terminal
Still no green light?
- Connect the power cable to the Micro-USB port on the left-hand side of the terminal
- Connect to a power supply
Your terminal should now be powered on.
Still no power?
Contact us
Call the Merchant Helpdesk
Available 24/7
Touch screen not responding
Fix it checklist
- Shut down the terminal
- Restart the terminal
1. Shut down your terminal
- Take the terminal off the base
- Hold the red X key until the terminal shuts down
2. Restart the terminal
- Hold the green enter key until the terminal turns on (or you can place it on the base to power up)
- Wait until the terminal returns to the main menu
- Try using the touch screen again
Still no reponse?
Contact us
Call the Merchant Helpdesk
Available 24/7
Faulty battery
Return the terminal to the base
If your terminal is continually showing a low battery, return your terminal to the base when you’re not using it.
- Make sure the terminal is sitting correctly on the base
- Check the power cable is connected to the base
- Ensure the cable is connected to a power point
- Check the power is on
Need help?
Contact us
Call the Merchant Helpdesk
Available 24/7
Power failure
What’s happening?
I'm getting...
- POWER FAILURE (401) DECLINED error
Fix it checklist
- Try processing the transaction again
Try processing the transaction again
If the transaction has declined due to a power failure, try processing the transaction again.
Note:
- You should always check the receipt to confirm that an APPROVED response is printed before the transaction is considered complete.
- If you continue to observe this error, contact the Merchant Helpdesk
Need help?
Contact us
Call the Merchant Helpdesk
Available 24/7
Can't see your error listed?
Try the EFTPOS 1 User Guide (PDF 1MB) or EFTPOS 1 Quickstart Guide (PDF 151KB).
Still need help?
Contact us
Call the Merchant Helpdesk
Available 24/7
Which error are you experiencing?
Communications error
Linkly On-Premise
Fix it checklist
- Check the POS is connected
- Check the EFT Client icon
- Check the battery
- Restart the terminal
- Contact Linkly
1. Check the terminal is connected to your Point of Sale (POS) system.
- Make sure the cables from the terminal to your POS system are securely connected.
2. Check the ‘EFT’ client icon
The EFT Client manages the connection or interface between the terminal and the bank.
- Check the tool bar in the bottom right-hand corner of your PC screen.
Do you see the EFT client icon?
EFT client icon status
| Colour | This means the |
|---|---|
| Green | Terminal is online and connected to the POS |
| Yellow | Terminal is offline and is not connected to the POS or there is a communication (comm) port issue |
| Red | EFT server is not connected or there is a communication issue |
| Blue | EFT client is communicating with the bank using the terminal’s internal modem |
3. Check the battery is charging
Make sure the terminal is receiving power from the base and the battery can charge. The battery symbol in the top right-hand corner indicates the battery charge.
| Battery symbol | This means the battery is |
|---|---|
| Green | Fully charged |
| Yellow | Partially charged |
| Red | Almost flat |
| Grey | Not fitted correctly or faulty |
Can you see a lightning bolt icon?
- Look for a lightning bolt icon above the battery symbol. This indicates the terminal is receiving power from the base.
4. Restart the terminal
If you don’t see the EFT icon or the icon is yellow or red, you may need to restart your terminal. Make sure you disconnect the terminal from the power supply before you manually shut down the terminal.
- Hold the Func and Clear keys down for 2 seconds. This will shut down the terminal
- Hold the Enter key for 2 seconds until you see the start-up screen. This will restart the terminal.
5. Contact Linkly
If you’re still having trouble connecting your terminal to your POS system, get in touch with Linkly.
Call Linkly Support
Monday to Friday from 8am – 10pm (Sydney time)
Saturday from 9am – 5pm (Sydney time)
Sunday and Public Holidays 10am – 3pm (Sydney time), excluding Christmas Day, New Years Day, Good Friday, Easter Sunday, Easter Monday, and ANZAC day.
Communications error
Linkly Cloud
Fix it checklist
- Check the PINpad is connected to Linkly Cloud
- Check the Wi-Fi/Ethernet connectivity
- Test/Reconnect to Linkly Cloud
- Check the battery
- Restart the terminal
- Contact Linkly
1. Check the PINpad is connected to Linkly Cloud.
- The Linkly cloud icon is a cloud symbol with a tick or a cross in it and is displayed on the bottom right side of the idle screen. If the cloud icon has a green tick the terminal is connected to Linkly Cloud.
- If the terminal cloud icon has a red cross, troubleshoot by pressing FUNC 7410, this will give access to the Linkly diagnostic function, Select 1 (Cloud Diagnostics). The following three-line items will be displayed:
| Cloud Gateway | • Green dot means the cloud gateway is connected. • Red dot means that Linkly Cloud is not connected. |
| Internet | • Green dot means the internet is connected. • If the internet has a red dot, confirm that the site is able to connect to the Internet. |
| Local Network | • Green dot means Wi-Fi or Ethernet is working. • Red dot means that Wi-Fi or Ethernet is not working, and the user needs to check the PINpad, Wi-Fi or Ethernet connection. See point 2 for details. |
2. Check the Wi-Fi/Ethernet connectivity
Press FUNC 7410 Enter/3. Display Current Settings. This will show the network settings to determine if Ethernet or Wi-Fi connectivity is used. If the Communication type is empty, this means the terminal is using Wi-Fi. For Ethernet the settings will display Ethernet.
- For Ethernet connectivity make sure that the Ethernet icon and Bluetooth icon is green on the PINpad. If the Ethernet icon or bluetooth icon is disabled, troubleshoot Bluetooth and check if the cable is securely connected to the base and modem/router.
- For Wi-Fi connectivity make sure that the Wi-Fi icon is green on the PINpad. If the Wi-Fi icon is not green/disabled, troubleshoot Wi-Fi connection.
3. Test/Reconnect to Linkly Cloud
- Press Func 6636 and press Enter
- If the PINpad does not respond, the Cloud connection is not working.
- If the PINpad displays Cloud Online / EFT-Client connecting then returns to the Idle screen with no errors displayed, the Cloud connection is working
4. Check the battery is charging
Make sure the terminal is receiving power from the base and the battery can charge. The battery symbol in the top right-hand corner indicates the battery charge.
| Battery symbol | This means the battery is |
|---|---|
| Green | Fully charged |
| Yellow | Partially charged |
| Red | Almost flat |
| Grey | Not fitted correctly or faulty |
Can you see a lightning bolt icon?
- Look for a lightning bolt icon above the battery symbol. This indicates the terminal is receiving power from the base.
5. Restart the terminal
If you don't see the cloud icon or if the terminal cloud icon has a red cross, you may need to restart your terminal. Make sure you disconnect the terminal from the power supply before you manually shut down the terminal.
- Hold the Func and Clear keys down for 2 seconds. This will shut down the terminal
- Hold the Enter key for 2 seconds until you see the start-up screen. This will restart the terminal.
6. Contact Linkly
If you’re still having trouble connecting your terminal to your POS system, get in touch with Linkly.
Call Linkly Support
Monday to Friday from 8am – 10pm (Sydney time)
Saturday from 9am – 5pm (Sydney time)
Sunday and Public Holidays 10am – 3pm (Sydney time), excluding Christmas Day, New Years Day, Good Friday, Easter Sunday, Easter Monday, and ANZAC day.
Paper jam or printing error
Fix it checklist
- Check the roll is placed correctly
- Check for paper jams or damage to the roll
- Restart the terminal
Check the roll is placed correctly
If the paper roll has been inserted incorrectly, in may not print.
- Open the paper roll compartment by lifting the catch at the rear of the terminal
- Check the roll is straight
- Pull the paper past the top of the terminal, then hold the paper and close the paper compartment
- Press both upper corners of the paper compartment cover until it clips into position
- Press the paper feed key on the terminal to make sure the paper has been loaded correctly and feeds smoothly through the roller
- Try printing a sample receipt. Go to the main menu and select print, then select transactions, then select last.
Go to section 2.5 of our EFTPOS Connect User Guide (PDF 2MB) for more help on loading a paper roll.
Check for paper jams or damage to the roll
If a receipt is not printing, you may have a paper jam, or the roll may be damaged.
- Open the paper roll compartment at the rear of your terminal
- Remove the paper roll and check for any loose bits of paper
- Remove any paper and if the roll is damaged, replace it
- Try printing a sample receipt. Go to the main menu and select print, then select transactions, then select last.
Go to section 2.5 of our EFTPOS Connect User Guide (PDF 2MB) for more help on loading a paper roll.
Restart the terminal
If you still can’t print, you may need to restart your terminal. Make sure you disconnect the terminal from the power supply before you manually shut down the terminal.
- Hold the Func and Clear keys down for 2 seconds. This will shut down the terminal
- Hold the Enter key for 2 seconds until you see the start-up screen. This will restart the terminal
- Try printing a sample receipt. Go to the main menu and select print, then select transactions, then select last.
Still can't print?
Contact us
Contact the Merchant Helpdesk
Available 24/7
Terminal won't turn on or respond
Fix it checklist
- Check the battery
- Check the base is charging
- Check the power supply
- Restart the terminal
1. Check the battery
Check if the battery is full or empty. The battery symbol in the top right-hand corner will indicate the battery charge.
| Battery symbol | This means the battery is |
|---|---|
| Green | Fully charged |
| Yellow | Partially charged |
| Red | Almost flat |
| Grey | Not fitted correctly or faulty |
2. Check the base is charging
Make sure the terminal is receiving power from the base and the battery can charge.
Can you see a lightning bolt icon?
- Look for a lightning bolt icon above the battery symbol. This indicates the terminal is receiving power from the base.
3. Check the power supply
No lightning bolt icon?
- Check the power cable is connected to the base
- Ensure the cable is connected to a power point
- Check the power is on.
The battery symbol will appear on screen once charging begins and your terminal should automatically turn on.
4. Restart the terminal
Make sure you disconnect the terminal from the power supply before you manually shut down the terminal.
- Hold the Func and Clear keys down for 2 seconds. This will shut down the terminal
- Wait for 10 seconds
- Hold the Enter key for 2 seconds until you see the start-up screen
- Try processing the transaction again.
Still no response?
Contact us
Contact the Merchant Helpdesk
Available 24/7
Terminal isn’t reading cards
Fix it checklist
- Tap, insert or swipe the card again
- Restart the terminal
1. Tap, insert or swipe the card again
- Tapping? Try tapping the card again
- Inserting? Insert the chip or smartcard into the reader and only remove once the transaction is complete
- Swiping? Swipe the card in a smooth, swift motion (with the magnetic strip on the terminal side). Check the card is not damaged or cracked.
2. Restart the terminal
If you’re still not getting a response from the card reader, you may need to restart your terminal.
- Hold the Power button down for 3 secs and press the on-screen ‘Power off’ button
- Hold the Power button down for 3 secs until you see the start-up screen
- Try tapping, inserting, or swiping the card again.
Contact us
Terminal still not reading cards?
Contact the Merchant Helpdesk
Available 24/7
Can't see your error listed?
Try the EFTPOS Connect User Guide (PDF 2MB).
Still need help?
Contact the Merchant Helpdesk
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.
- Look in the top right-hand corner
- Is the Wi-Fi icon grey?
- Try processing the transaction again.
Step 2. Check other devices.
- Look in the top right-hand corner
- Is the Wi-Fi icon red?
- 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 252KB).
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 1MB).
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 1MB).
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
- Battery icon grey. (The battery symbol grey indicates the internal battery power level when the terminal isn't connected to mains power).
- 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. - 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 1MB) or your Presto Smart e355 Quick Reference Guide (PDF 252KB).
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
- Press the Go button on the screen or the Enter key on the terminal to get started.
- 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).
- 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).
- 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.
- Enter your Wi-Fi password using the keypad.
- 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).
- 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).
Which error are you experiencing?
Communications error
Fix it checklist
- Check the POS is connected
- Check the EFT Client icon
- Restart the terminal
- Contact Linkly
1. Check the terminal is connected to your Point of Sale (POS) system.
- Make sure the cables from the terminal to your POS system are securely connected.
2. Check the ‘EFT’ client icon
The EFT Client manages the connection or interface between the terminal and the bank.
- Check the tool bar in the bottom right-hand corner of your PC screen.
Do you see the EFT client icon?
EFT client icon status
| Colour | This means the |
|---|---|
| Green | Terminal is online and connected to the POS |
| Yellow | Terminal is offline and is not connected to the POS or there is a communication (comm) port issue |
| Red | EFT server is not connected or there is a communication issue |
| Blue | EFT client is communicating with the bank using the terminal’s internal modem |
3. Restart the terminal
If you don’t see the EFT icon or the icon is yellow or red, you may need to restart your terminal. Make sure you disconnect the terminal from the power supply before you manually shut down the terminal.
- Hold the Func and Clear keys down for 2 seconds. This will shut down the terminal
- Hold the Enter key for 2 seconds until you see the start-up screen. This will restart the terminal.
4. Contact Linkly
If you’re still having trouble connecting your terminal to your POS system, get in touch with Linkly.
Call Linkly Support
Monday to Friday from 8am – 10pm (Sydney time)
Saturday from 9am – 5pm (Sydney time)
Sunday and Public Holidays 10am – 3pm (Sydney time), excluding Christmas Day, New Years Day, Good Friday, Easter Sunday, Easter Monday, and ANZAC day.
Terminal isn’t reading cards
Fix it checklist
- Tap, insert or swipe the card again
- Restart the terminal
1. Tap, insert or swipe the card again
- Tapping? Try tapping the card again
- Inserting? Insert the chip or smartcard into the reader and only remove once the transaction is complete
- Swiping? Swipe the card in a smooth, swift motion (with the magnetic strip on the terminal side). Check the card is not damaged or cracked.
2. Restart the terminal
If you’re still not getting a response from the card reader, you may need to restart your terminal.
- Hold the Power button down for 3 secs and press the on-screen ‘Power off’ button
- Hold the Power button down for 3 secs until you see the start-up screen
- Try tapping, inserting, or swiping the card again.
Contact us
Terminal still not reading cards?
Contact the Merchant Helpdesk
Available 24/7
Can't see your error listed?
Try the EFTPOS Flex User Guide (PDF 799KB).
Still need help?
Contact the Merchant Helpdesk
Available 24/7
Things you should know
Applications for merchant services are subject to approval. Terms and Conditions and other fees and charges (PDF 334KB) apply. Full details are available on request. The information provided is current as at October 2023.
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.
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.