A payment gateway is a third-party company that connects your e-commerce software to your merchant account. This allows you to accept credit cards and electronic check payments in real time from your online store.
First, check the obvious; is the power is plugged in, outlet that it’s plugged into has power? Try moving it to another outlet. Make sure the terminal power is turned on. Contact Frontline Processing customer support for additional assistance.
Storms can cause power surges as well as take telephone services that terminals depend on. Frontline strongly recommends a quality surge protector for your terminal. Even better is a Uninterruptable Power Supply (UPS) that will deliver power to the terminal in a power failure. Try unplugging your device from electrical and phone jacks and reconnecting them to see if it corrects the issue.
Is it all cards or just one? Make sure the magnetic stripe is facing the right direction. A single card could be a bad magnetic stripe. Try cleaning the reader slot with a cleaning pad (ask us about them) or try swiping a new coffee filter through the reader to clean debris from the heads.
Reset the power by unplugging the power from the terminal and plugging it back in. Often after a storm power and phone lines have issues. Check the phone line to make sure it’s plugged in securely. Try unplugging the phone line and putting it back in. Try using a standard telephone (NOT a digital business phone) plug into the jack and test for dial-tone. If your terminal uses an Internet line, be sure to disconnect the power from the terminal before removing or installing the Internet connection.
Visa/ Mastercard rules prohibit recurring attempts on a decline during the same day. Merchants may encounter additional fees; therefore you should either call the voice authorization line or ask the cardholder for another form of payment if the reason is a hard decline.
This is a warning sign of fraud. If you are hit with a charge-back, you will be required to produce the signed receipt. If the signature does not match the cardholder, you will lose the dispute. Therefore, we highly recommend getting positive ID from cardholders, especially on high ticket items.
LCD displays can heat up and turn black. Move the terminal out of the sun and into a cool place and it should return to normal. Always keep your terminal away from hard environments such as extreme heat, cold and damp places.