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If your credit card terminal is not connecting, check the following:

• Start by confirming that your phone cord is plugged into the correct port of the terminal and in the splitter or wall jack. Also, trying plugging in a regular phone to ensure there is a dial tone.
• Move your terminal to a different wall jack or phone line and try again to connect.
• Make sure you are using the proper PABX (i.e., 9, 8) in your terminal. Be aware that if you add pauses prior to the phone number, it can correct communication issues.
• Be sure call waiting is disabled — it can interrupt the communication.

If you are processing a Chip card, make sure you keep it inserted until the terminal prompts you to remove it. If you remove the card early, it can sometimes double charge or cause other errors. Here are some quick tips to help you:

• If you are attempting to insert a card, be sure to wait for the terminal to prompt you to do so.
• If you are processing any payment, make sure to examine the card before processing it. Do not swipe Chip cards.

So that we can better serve you, try these steps before you call us:

• Note the exact error message you are receiving and write it down.
• Take notes on what you were doing when the problem occurred. Knowing this history will help us as we work together to solve your problem.

If you own an OMNI 3750, Vx510, Vx570, or Vx810 terminal you may have noticed it rebooted to a screen you are unfamiliar with. Be sure to select “SOFTPAY-PAYM” when you reboot so you can return to your regular Sale, Settlement and Void screen.

• A batch must remain open in order for a void to be performed. If a batch has been settled, you must perform a return.
• If a transaction is voided, your point-of-sale software will attempt to release the hold from your customer’s card. If the hold is not released, the hold will appear on the customer’s card and the authorization will stay on the card for 5-7 days. The customer can contact their issuer to ask about removing the hold.