The card terminal doesn't answer

1. The terminal: is it on, online and in the provider's app (e.g. Viva Terminal)? Some terminals only take requests while the app is open.

2. Test connection: Card terminals → Test connection. If it fails:

• the keys are wrong, or from another account (e.g. demo instead of live),
• the Test (sandbox/demo) switch must match the keys: test keys with Test on, live keys with it off (with Wrapp there is no such switch).

3. Wrong Terminal ID: check the ID on the provider's site. For Viva: Sales → Physical payments → Card terminals. For Nexi SmartPOS: the Device ID (urn:tid:…). For Wrapp: press Test connection and copy the Terminal ID from the "POS devices in Wrapp" list.

4. Nexi: the cloud link must be switched on by Nexi. If the test fails with the right keys, ask Nexi.

5. Wrapp: the receipts provider in Receipts setup must be Wrapp, or the terminal won't start. If the list is empty, add the terminal in Wrapp first. Paying part of a bill needs an 8.4 series in Wrapp. The tip is not added yet with Wrapp.

6. The card was declined: the payment isn't recorded. Ask for another card or cash.

7. The card went through but the till didn't see it: don't charge again. Open the bill's payment again: the till carries on with the waiting payment. The system also checks by itself every minute and books a card that went through, even if you pressed Cancel just before. Only if it still doesn't show after a few minutes, check on the provider's site and record it with Card paid outside the terminal (owner or manager, or with their PIN).

8. I don't see IRIS on the till: with Wrapp or iNVOICEsoft as the provider the IRIS payment doesn't show yet. The message "This terminal takes cards only" means the terminal isn't Viva: record IRIS by hand with IRIS outside the terminal.

9. "A card payment is still waiting on the terminal" at the Z: open the bill, finish or cancel the payment, and close again. See Tips and IRIS at the till.