What's happening
The terminal has to reach the processor to authorise a card. When it can't, you get a connection error at the moment of sale. Nearly always the terminal is fine and something between it and the internet isn't.
Before you start
- Check whether anything else in the building has internet right now
- Look at the cable if the terminal is wired — at both ends, not just the wall
Fix it
- Take a phone off the wifi and try to load a website on the shop's network. If that fails too, the problem is the internet, not the terminal — call your provider first.
- If the terminal is wired, unplug the network cable at both ends and push each end back in until it clicks.
- Unplug the terminal's power for a full thirty seconds, then plug it back in. Wait for it to reach the idle screen.
- Check the connection icon in the corner of the idle screen. Solid means it's connected; blinking or crossed out means it isn't.
- Run one $1.00 test sale. Void it if it approves.
Did that work?
Yes — you're taking cards again.
No — go to "When to call us" below rather than repeating the restart.