Troubleshooting PaymentSense Card Terminals

Troubleshooting Payment Sense Ingenico ICT250

INTERNET ACCESS

As Card Terminals now operate over the internet this should be the first thing to check.

Has the Card Terminal got internet access?

This can be identified by the 3 rectangles at the top of the screen

If the above 3 rectangles are white then there is no internet connection.

Restart the router when the rectangles are green then the Card Terminal has access to the internet.

Still white after restarting the router check if the PC can connect to the internet by doing a Google Search.

Select a result and see if you are redirected to the website if not this could indicate an issue with your broadband provider.

If, the rectangles are green try doing a test payment.

MESSAGES ON SCREEN

You may get error messages on the screen like:

Operation cancelled by user or a problem occurred. Transaction Cancelled

Proceed with the following:

1.  Close Agility Touch/Pro

2.  Restart Card Machine    

 Press the CLEAR button(Yellow Button in middle)  and the , (comma) button(Above the GREEN button) at the same time. 

3. Once card machine has returned to the PaymentSense screen open the Credit Card Machine Folder on the desktop, right mouse click on "PSConnect Start" and select Run as Administrator

4. Once finished start Agility Touch/Pro

5. Do a test payment to see if issue has been resolved

DIFFERENT IP ADDRESS

If, the Above does not resolve the issue then the IPAddress of the Card Terminal and PC could be different.

Follow the steps below to identify the IPAddress of both the PC and Card Terminal.

Please close Agility or Touch before proceeding

To identify the IPAddress of the PC do the following:

Select the windows logo key in the far left or middle of the screen:

Windows 10  and 

Windows 11 

Now type “CMD” and click on the APP

When the CMD screen opens type the following:

Ipconfig 

In the list that appears look for IPv4 Address normally starting 192.

Record this as this needs to be compared with what is on the Card Terminal.

On the Card Terminal do the following:

Checking IPAddress on CCard Machine:

Menu

Menu

F3 - Supervisor - Enter Password

Menu

F3 - Config

Menu

F2 - Till IP

If the IPAddress is different this can be changed here

OR if the same press CANCEL on the card terminal

Select Cancel on the card terminal to remove the numbers that have changed normally the last 3

Now using the numbers on the card terminal enter the correct number

Select the Green button to save

And Again

PaymentSense screen should come back.

Now do a TMS call which sets the new IPAddress

Menu

Menu 

F3 - Supervisor - enter password

Menu 

F4 - Call TMS

ALERT INTERRUPTION

Alert Irruption appears on the card terminal display.

This occurs when the anti-tamper measures have been triggered. This requires PaymentSense to replace the terminal. Please contact PaymentSense if this happens.

Troubleshooting Payment Sense Move 5000

Reports

To run reports from the card terminal, do the following.

Menu

Menu

Reports

Enter Password

Select the report to run

      - End of Day

      - Banking

      - X Balance

      - Z Balance

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