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8.3 What to do in case of a failure?
This section describes which actions you can perform yourself in case of a failure of the payment
terminal.
Problems with reading payment cards:
As a test, try to perform a transaction for € 0.01 with another payment card. Preferably use a
card from another bank. If this transaction is successful, the payment card of the cardholder
may be defect. If this transaction is unsuccessful, there may be a problem with the card reader
of the payment terminal.
Reset the payment terminal by interrupting the power supply for 15 seconds.
In case of communication problems:
Reset the payment terminal by interrupting the power supply for 15 seconds.
Check whether the Ethernet cable is properly connected to the terminal and the modem or
router. Also check whether the connectors of the payment terminal and the Ethernet cable are
damaged.
Test the communication links of the payment terminals (see subsection 2.4.4).
Do you suspect that your terminal is not connected? Please contact your Internet service
provider to check your connection and your subscription.
Does the connection work properly and the aforementioned actions did not solve the failure?
Then please contact the CCV Service Centre for technical support.
Please note: make sure you have the TMS Terminal ID or the payment terminal code at hand. This will
enable our employees to help you faster. Read how you can find this information on the following page.
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