TD MOBILE POS MERCHANT GUIDE
Troubleshooting
6
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What PINPad hardware problems could I experience?
Hardware Problem
Solution/Action Required
Chip cards cannot
be processed
1.
Try inserting a different card. If this card can be read, the problem is with the
first card.
2.
Use a
cleaning card
to clean the card reader. If you need cleaning cards,
please call the TD Merchant Services Help Desk.
3.
If the problem persists, call the TD Merchant Services Help Desk at
1-877-375-7331
.
Display screen is blank
1.
Press
Power
on the right-side of the PINPad. If the display does not light up,
go to Step 2.
2.
Plug the PINPad into a USB power source via the charging cable and press
Power
. If the screen illuminates and the PINPad becomes functional, the
battery was depleted.
Charge the PINPad until the battery indicator shows it is full. If the PINPad has to
be used immediately, attempt to charge it between uses.
3.
If the problem persists, call the TD Merchant Services Help Desk at
1-877-375-7331
.
Bad comms
1.
PINPad detected a communication failure after the transaction was initiated.
2.
Press
x
/Cancel
and try again.
3.
Ensure that you have connectivity.
4.
If the problem persists, call the TD Merchant Services Help Desk at
1-877-375-7331
.
Magnetic Stripe Card
reader won’t read cards.
1.
Try swiping the card more quickly or more slowly or from the left of the
reader towards the right.
2.
Try swiping a different card. If this card can be read, the problem is with the
first card.
3.
Request another form of payment.
4.
Use a cleaning card to clean the card reader. If you need cleaning cards,
contact the TD Help Desk to purchase.
5.
If it persists, call the TD Merchant Services Help Desk at
1-877-375-7331
.
Transaction not
going through
1.
Check you Internet connection to ensure that it is working.
2.
If the problem persists, call the TD Merchant Services Help Desk at
1-877-375-7331
.
Contacting Help Desk
To contact TD Merchant Services Help Desk, please call us at
1-877-375-7331
.
