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Support Page

Terminals & Hardware Trouble

Terminal not working

The first thing to do in any case of a terminal not working properly is to turn it off and back on again. Just like restarting your personal computer when it acts up, this resets the memory and frequently solves the problem. Also check to make sure the terminal is plugged in and all of the cables are attached properly. As simple as these suggestions may sound, they are most often the culprits of terminals not working

Re-initializing your terminal

Please refer to Part 1 of our Merchant Self- Help series for a step-by-step guide on “How to Re-Initialize Your Terminal” for all Moneris devices.

Not able to dial out

Start with the basics. Verify the connection and make sure the terminal is plugged in properly. If the terminal shares the line with a phone or fax machine, ensure there are no incoming messages or faxes. When you hear a dial tone, try again.

Experiencing slow dialing

In remote areas and some other cases, static builds up on the telephone lines. Unplug the cord and blow on it. We don't know why, but it does seem to work!

PINPad not working

Try turning off the power, unplugging and replugging the PINPad and then turning the power back on. If the keys are sticky, take a damp cloth with diluted cleaner and gently wipe around the keys. You could also try an air duster to remove small debris. If your card reader is not functioning well, you can obtain a cleaning card to swipe or use an air duster to clean out the track.

A preventative measure

Protect your terminal from being affected from power surges. A simple power bar can protect your terminal from power surges, delayed response and communication errors that sometimes occur with splitters. If your terminal does go blank, and turning it off and on doesn't work, check to make sure the power outlet is working as well.

Terminal Return & Exchange

Moneris is committed to ensuring that its merchants return payment terminals in a safe and compliant manner. On January 1, 2017, new International Air Transport Association (IATA) regulations were introduced relating to the transportation and labelling of devices with lithium batteries. As a result, we have modified our device return processes to ensure returns of payment devices are conducted in a compliant manner.

Moneris offers a number of wired and wireless payment terminals that use lithium battery technology.

For any wired terminal including:

  • Ingenico iCT250
  • Ingenico iPP320
  • Ingenico 6200
  • Ingenico 7800
  • Verifone Vx810
  • Verifone VX 820
  • Verifone VX 520

Please contact us in advance if your return shipment meets the following criteria:

  • Your location is in a remote area (where courier by air shipment is likely required) and you are returning more than four terminals

For any wireless terminal including:

  • Ingenico iWL220
  • Ingenico iWL255
  • Ingenico iCMP (PAYD PIN Pad)
  • Verifone 8300 (Vx670)
  • Verifone e355

Please contact us in advance if your return shipment meets either of the following criteria:

  • Your location is in or near a major urban area and you are returning 12 or more wireless terminals in a bulk shipment
  • Your location is in a remote area (where courier by air is likely required) and you are returning one or more wireless terminals

When you call to notify us of a shipment, we will provide handling instructions and work with you to help ensure you are compliant in the return shipment of the devices.