Ingenico troubleshooting guide

HOW TO FIX COMMON TERMINAL ISSUES

Take a look at these solutions first.

How to turn on and off

turning ingenico on and off | View transcript (DOCX, 27KB)

Restart your terminal

Rebooting your terminal solves most problems. This video will give you step by step instructions to reboot your terminal.

Damaged or faulty terminal

To get help to replace or repair your terminal, call the Merchant Service Centre on 1300 369 852, 24 hours, 7 days a week.

Make sure you have your Merchant ID and Terminal ID handy before you call. If your terminal needs to be replaced, you might be charged a fee.

Network service outage

If the network is down, your terminal might be too.
Check if there are network interruptions or maintenance in your area with Telstra. If there is an issue with the network, you will need to wait for the service to be back up and running to use your terminal.

See Telstra's network status

VE DECLINED ATTACHING

Wait for the error message to disappear from the screen and for the terminal to return to the home screen.
If you have a GPRS signal try the following:
Retry the transaction.
If you don't have a signal, you'll need to wait a few minutes before retrying.
If you're still having problems, you may need your terminal replaced. Call our Merchant Service Centre on 1300 369 852 from 8am - 8pm Mon-Fri (AEST/AEDT) and make sure you have your Merchant ID and Terminal ID handy before you call.

TJ (TMS Init Required)

Wait for the error message to disappear from the screen and your terminal to return to the home screen.
Restart your terminal by pressing the Func (black), then enter 102.
Once restarted, retry the transaction or enter a new transaction.

X1 Communication error

Shut down your terminal from the power by pressing the Func (black) and Clear (yellow) buttons at the same time.
Switch your terminal back on by pressing the Enter (green) button. There will be a delay while the terminal restarts and reconnects with the internet.
When the terminals switches back on make sure you can see the GPRS signal.
If there's a signal, retry your transaction.
If you don't have a signal, there could be a network issue and you'll need to wait a few minutes before retrying.
If you're still having problems, your terminal may need to be replaced. Call our Merchant Service Centre on 1300 369 852 from 8am - 8pm Mon-Fri (AEST/AEDT) and make sure you have your Merchant ID and Terminal ID handy before you call.