Verifone Terminal Troubleshooting Guide

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HOW TO FIX COMMON TERMINAL ISSUES

Take a look at these solutions first.

Turning verifone on and off

verifone troubleshooting | View transcript (DOC, 26.7KB)

Restart your terminal

Rebooting your terminal solves most problems. Check out this video that will guide you through 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

CE (Communication error)

Cannot connect to NW/CE - Host connection fail/CE - Host resolution fail

Switch the terminal on and off and try again.
If you're still having problems, 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.

Ethernet cable unplugged

Check your ethernet cable connection and try again.
Switch your terminal on and off and try again.
If you're still having problems, call our Merchant Service Centre on 1300 369 852, 24 hours a day, 7 days a week.

Make sure you have your Merchant ID and Terminal ID handy before you call.

No answer/CE - No route to host/LC - Disconnected by host/LC - Lost carrier/NT - No dial tone no carrier

Check your phone line connection and try again.
There may be network interruptions and maintenance work around your area. Our Merchant Help site can direct you how to check for this.
If there is network interruptions/maintenance in your area, wait until its resolved then restart your terminal.
If you're still having problems, 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.

Z3 error

Model: VX680

Press the * button.
Press 3 to select 3 Terminal Restart and then press the Select button.
The terminal will display Restart terminal Do you want to restart the terminal? press Yes or Select.
Important: VX680 Terminals only - Once the terminal switches back on you should wait 10 - 20 seconds for the 3G signal bars to appear. After 30 seconds continue to step four even if the 3G signal hasn't appeared.
Once the terminal has switched back on, press the * button.
Press 5 to select 5 Terminal Logon and then press the Select button.

Model: VX820

Press the * button.
Press 3 to select 3 Terminal Restart and then press the Select button.
The terminal will display Restart terminal Do you want to restart the terminal? press Yes or Select for the terminal to restart.
After the terminal restarts and you're on the home screen, press the * button.
Press 5 to select 5 Terminal Logon and then press the Select button.

NS error

Modem error/TO - CE register or Enable event Notif or Set signal notif/TO - Comms time out

Switch your modem and terminal on and off and try again.
If you're still having problems, 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.