Use this guide when a card payment is stuck, times out, or the terminal won't connect. For general checks, see EFTPOS terminal not connecting or card payment failing on Nomni POS. Below are the messages for each terminal type.
First: never charge twice
If a payment timed out or the POS lost the terminal, check the terminal's own transaction history before trying again. If the payment went through on the terminal, don't charge again. Contact us with the invoice number and we'll help match it to the order.
Stripe readers
“Terminal out of range or run out of battery, Nomni POS will try to reconnect when Terminal is available. If not connected, try to manually discover and connect in Stripe Payment Settings”: charge the reader and bring it closer to the iPad. Nomni POS reconnects by itself. If it doesn't, open the Stripe payment settings on the POS and connect the reader again.
“Reader reconnection failed!, try to manually discover and connect in Stripe Payment Settings”: open the Stripe payment settings, search for the reader and connect it.
“Present card on terminal to refund”: the refund is waiting for the customer's card on the reader.
Linkly (PC-EFTPOS) cloud terminals
“AuthToken Expired. Login With UserID and UserPIN in Payment Settings.”: the terminal sign-in has expired. A manager signs in again in the Linkly payment settings with the Linkly user ID and PIN. Don't send these details to anyone.
“Failed to get transaction status. Please tap "Retry", "Cancel" OR "Force Complete"”: the POS doesn't know if the payment went through. Check the terminal first. If it approved the payment, tap Force Complete. If it didn't, tap Cancel and take the payment again. If you're unsure, tap Retry.
“The Internet connection appears to be offline.”: cloud terminals need the internet. Check the iPad's Wi-Fi and internet.
“Already Paired. Enter new pairing code to pair again.”: this terminal is already paired. To pair again, get a new pairing code on the terminal and enter it.
“Paired Successfully. Terminal is ready.”: nothing to do.
“Last Payment Process with PC-EFTPOS didn't finished, you can just re-process it.” (shown with this wording): the last payment didn't finish. Check the terminal's history, then process it again only if it wasn't approved.
Westpac terminals
“Enable Pay at Table before pairing this terminal.”: turn on Pay at Table in the Westpac settings first, then pair.
“IP address must be unique.”: another terminal already uses that IP address. Check the address on the terminal and enter the right one.
“Confirm the pairing request shown on the PINPAD.”: accept the pairing on the terminal screen. Check the confirmation code matches the one on the POS.
“Unable to create a connection for this terminal. Try again.”: check the terminal is on and on the same network, then try again.
“Edit the default terminal in the main payment settings screen.”: the default terminal is changed in the main payment settings, not here.
Adyen terminals
“Unable to Start Payment” or “Unable to Start Refund” with “Please go to "Settings" -> "Payment" -> "Adyen Payment" and Save Credentials...”: the Adyen terminal isn't set up on this iPad. Open Settings > Payment > Adyen Payment and save the details. Contact us if you don't have them.
Nomni POS for Android: if the terminal doesn't answer in time, the POS cancels the request on the terminal. Check the terminal and the order before charging again.
ANZ Worldline terminals
“Reconnecting to ANZ WorldLine terminal. Please wait a moment and try again.”: wait a few seconds, then try the payment again.
Other integrated terminals
“Waiting for card”: ask the customer to tap or insert their card.
“Waiting for signature”: the terminal needs the customer's signature. Follow the steps on the terminal.
Nomni POS for Android: Slave devices
“Unable to start the payment, please check the connection with the Master Pos”: a Slave takes card payments through the Master. Check the Master is on, Nomni POS is open on it, and both are on the same Wi-Fi.
“Payment error, please contact the payment provider”: the terminal or payment provider rejected the request. Check the terminal, then contact your payment provider if it keeps happening.
Still stuck?
Contact us with:
The terminal brand and model, and how it connects
The POS type (iPad or Android) and version
The invoice number, amount and time
The exact message, and whether the terminal shows the payment as approved
Please don't send card numbers, terminal passwords or PINs. Email support@nomni.ai or message us from the chat in Nomni Console.