Basic Troubleshooting: Why Can’t I Process Transactions?

Is your terminal not transacting? You can perform some basic troubleshooting yourself to try and fix an error if the terminal is not working.

Check if the built-in printer is jammed

If your built-in printer is jammed, this can affect the transactional capability of the terminal.
Check that the paper roll has been put in correctly, is facing up the right way, and that the printer cover is closed. Sometimes the paper rolls can be jammed and not allow the terminal to process. For more on paper rolls and how to properly install them, read here.

Do you have a working internet connection?

Your EFTPOS terminal requires a working internet connection to process transactions.

If you are using a 3G or 4G connection for your terminal, you will be connected via the Telstra network. You can check if your area has a working network connection by entering your postcode from the mobile (data & calls) section at

If you are unsure if the internet is working, check your internet service provider (ISP) to view any outages in your area. If you are using Wi-Fi or a Base ethernet connection, you can also check other devices, such as mobile phones and laptops to see if they can connect to the internet. If you are experiencing difficulty with connecting to the internet, give your internet service provider a call.

If there is a working internet connection, check if the terminal is connecting to the internet. If you have a working internet connection, but still cannot make a transaction, give our technical support team a call on 1800 433 876. Our team is here to help, 24/7, 365 days of the year. You can also change your internet connection by reading here for connecting to 4G or here for Base Ethernet

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