Troubleshoot your card terminal
Learn how to diagnose and fix the most common issues if your card terminal isn’t working as expected.
In this article
Access card terminal information
When using your card terminal, you’ll be prompted to enter PIN codes to access certain functions or troubleshoot your device.
- Admin menu: PIN 5358
- Transactions menu: PIN 3773
Check a card terminal's API/network
You can easily check the API/network on your Fresha card terminal without any preparation or needing access to your business account. Before checking the API/Network on a card terminal, we recommend having your terminal PIN codes to hand.
- From the main screen, tap on Settings and select Diagnostics.
- Tap on the PSP connection and continue to the next part.
- Tap on Terminal API and continue to the next part.
- Tap on Endpoints and continue to the next part.
Reboot a card terminal
Occasionally, your card terminal may require a restart if it has been on for an extended period or if you experience any lagging issues. You won’t need any prep to reboot your card terminal, but we recommend ensuring it is fully charged to guarantee enough power for the restart.
- Press and hold the power button.
- Tap on the Restart option.
Reset a card terminal
If your card terminal isn't working after a reboot, try a hard reset. This temporarily deactivates the terminal, but all your details remain on the device after restarting. To perform a card terminal hard reset on your device, make sure you have the charger and a power source.
- Remove the power cable from the terminal.
- Push down on the battery lid and slide it off to remove.
- From the left-hand side of the terminal,
- To remove the battery, unclip it from the terminal. On the S1F2 card terminal, this is done from the left-hand side.
- Leave the battery to rest for 5 minutes.
- Reinsert and clip the battery back into the terminal.
- Put the battery lid back onto the terminal.
- Press and hold the power button until the display turns ON.
- Leave the terminal to restart (this may take up to 5 minutes).
Report an issue with a card terminal
If you’re experiencing any issues with your card terminal, you can report this directly to Fresha through your account. Our team will investigate our issue and work with you to resolve it.
To report an issue, we’ll need the following information:
- Full details about your issue
- A video showcasing the terminal's screen, illustrating the specific problem
- Open Workspace settings and select Payments, then Card terminals.
- Click on the three dots next to the terminal you are experiencing issues with.
- Select Report issue.
- A window will appear with a preset email that contains your terminal serial number.
- Add a short description and send the email.
FAQs
- Check for paper issues
Make sure the receipt paper roll is installed correctly.
Open the printer cover, remove the roll, and reinstall with the paper feeding over the top, not under.
Ensure the roll has paper left. - Try a test print
After reinstalling paper, restart the terminal.
Take a test payment or reprint a receipt from your Fresha account.
If a ‘network disconnected’ message appears on your card terminal, we recommend following the troubleshooting steps. If the message persists, report the issue with full details for our team to assist.
It may be that you have used incorrect digits if you experience any freezing after entering the PIN code on your card terminal. We recommend trying a hard reset before reporting an issue.
If you have enough battery charge on the card terminal, it should restart when you follow the rebooting steps. If your card terminal does not turn back on, reach out to us and our team will be happy to help.
There are several reasons to reboot your card terminal, such as when it lags, you are experiencing keyboard or battery issues.
Check that your client is using a supported payment method. Fresha card terminals accept contactless, chip and PIN, and signature payments from all major debit and credit cards, including Visa, Mastercard, and American Express. Clients can also pay using Apple Pay and Google Pay.
If a client is using a supported card and the payment still fails, continue to the steps below.
If you're having issues with printing receipts on your card terminal, check the following:
If receipts still don’t print, or if you want to disable receipt printing, contact our support team with your terminal details.
To turn on a Fresha S1 terminal if it's charging and turned off, disconnect the charging cable, press and hold the power button to start the device, then reconnect the cable to continue charging once the terminal is on.
- Check for paper issues