Make sure your internet browser and computer operating system are up to date.
Check the Device Manager in USAePay to see if your device has an update pending. If so, click to run the update.
Check to see if your network has firewall rules. If the device is paired and the connection is green in the Device Manager in USAePay, but the device won't connect or it pauses and drops frequently, the culprit is most likely a firewall issue. Click here to learn more.
Reboot the device. If you have the Vega, unplug it. Wait a few seconds and plug it back in to power it on again.
Don’t delete from the Device Manager in USAePay to unpair. It needs to be in the device manager for troubleshooting.
If the device will not turn on, it may need to be charged.
If you are using WIFI, go to the Main Menu > Settings > Rescan WIFI.
If the device is connected and you can attempt payments but all payments are getting an error, contact support right away.
Tampered error flashing on the screen suggests the device has been ‘bricked’ due to attempted tampering or damage. This includes but is not limited to: security systems tripped within the device, tampering with the chip reader, and attempting to open the device. The terminal cannot be repaired and must be replaced.