Pinpads are not working, not responding, or show offline
If you have multiple pinpads and some are working while others are not, or if the message is Lane Closed (either a port is not forwarded anymore or the pin pad is updating), please contact your gateway provider.
The pin pads are connected to your ethernet network and as such if your computer switches to wi-fi for any reason your pin pads will stop communicating.
3. Try to reboot the pinpads hardware. See your pinpad user manual or call your gateway/processor for more information.
4. Check your network gateway settings
Check that those Ports are still open. This can be done either with your network provider or your credit card gateway provider. Gateways have several different steps of their own to troubleshoot an issue with your pin pads.
5. Open a ticket Communication Settings
If any of the previous steps have reached a successful ending, your gateway (Shift4, Elavon or Fortis) will have to contact Visual Matrix to check if any of your communication settings have changed.
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