Ingenico troubleshooting guide

The most common issues

The following suggestions are likely to help you solve the majority of terminal issues. We suggest taking a look at these first.

How to turn on and off

turning ingenico on and off | View transcript

Your terminal needs a restart

The trusty ol' 'turn it off and back on again'.

Rebooting your terminal reinitiates all the settings and solves most problems. Check out this video that will guide you through step by step instructions to reboot your terminal.

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

Common error codes

VE DECLINED ATTACHING

1. Wait for the error message to disappear from the screen and for the terminal to return to the home screen.

2. 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.

3. 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)

1. Wait for the error message to disappear from the screen and your terminal to return to the home screen. 2. Restart your terminal by pressing the Func (black), then enter 102. 3. Once restarted, retry the transaction or enter a new transaction.

X1 Communication error

1. Shut down your terminal from the power by pressing the Func (black) and Clear (yellow) buttons at the same time.

2. 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.

3. 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.

4. 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.