Ingenico troubleshooting

General troubleshooting for Ingenico terminals

Having trouble with your Ingenico device? Sekure Payment Experts can help

* This article was validated: September 9, 2023.

Ingenico, offers a diverse lineup of payment terminals that cater to various needs. From small businesses to large enterprises, they have devices suitable for every purpose. If you're facing any issues with your Ingenico payment terminal, we've compiled a list of frequently asked questions to help you troubleshoot common problems.

In this article:

Have another Ingenico issue? Check for a solution here.

Why is my Ingenico terminal not turning on?

If your device is not turning on follow these steps: 

  1. Disconnect the power source from the device. 
  2. Wait for ten seconds. 
  3. Reconnect the power source. 
  4. Ensure that all cables are securely connected or that the battery pack is firmly in place.

How do you reboot an Ingenico card machine?

To reboot your device press and hold down the yellow key and the dot key, located next to the 0 for a few seconds. 

Why is my Ingenico terminal slow?

Ensure your terminal software is up to date and that your machine is charged to at least 30% or higher. 

If your Ingenico machine is still running slow, try rebooting your terminal.

How do I update software on my Ingenico terminal?

Follow these steps to update the software on your terminal. 

  1. Press menu. 
  2. Press the menu key again until you see the option for supervisor.
  3. Select supervisor.
  4. Select call TMS.
  5. You will be prompted to enter your password, input your password, then press enter.
  6. Your machine will perform a software update and reboot if an update is available.

Note:  your machine may have reached the end of life and a software update might not be available.

Why is my Ingenico terminal not connecting to the internet?

If you are experiencing issues with your terminal's internet connection, please follow these steps: 

  1. Disconnect all cables from the terminal or charging base. Then, reconnect them ensuring that the connections are secure. 
  2. Unplug any wires connected to the plug socket, router, or phone line port. Then, reconnect them making sure the connections are firm.
  3. Perform a soft reboot.

If your terminal is connected to Wi-Fi, follow your router's guide to restarting your router.

Note: If your terminal has a power button, you can simply turn the machine off and on again instead of following the above steps. 

Why is my Ingenico card reader not reading the chip?

If you're having trouble with your Ingenico machine reading the chip on a card follow these steps:

  1. Ensure that the chip on the card is clean and free from any dirt or debris. If necessary, gently wipe the chip with a soft, lint-free cloth.

  2. Make sure that the chip is not damaged or scratched. Any physical damage to the chip may prevent it from being read properly.

  3. Confirm that the chip is facing up when inserting the card into your device. The chip should be positioned towards the top of the device, facing the appropriate direction.

  4. Ensure that the cardholder fully inserts the card into your device. Sometimes, incomplete insertion can cause reading issues. Make sure the card is pushed all the way into the card slot.

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