Physical Terminal errors

We've highlighted some of the common physical terminal and transaction errors you might encounter below: 

What it means

This error implies that the terminal device has been unlinked from your Paystack business and can't process payments. This error might also appear due to a wrong date and time on your Terminal device.

How to resolve it

To troubleshoot this, kindly check the date and time on the device, then restart the device and try again.

If the issue persists, reach us at support@paystack.com or our contact form with the device serial number (DSN) and your business ID (the six digits at the top-left corner of your Paystack Dashboard).

What it means

By default, your Physical Terminal comes with an internet-enabled SIM card, which it uses to open the Paystack app and process transactions. Whenever there is an internet connection issue on the device, the Paystack app will display this error.

How to resolve it

Here are a few things you can try to resolve the internet connection error on your terminal device:

Check that Cellular Data is turned on:

1. On the home screen, swipe down from the top of the screen.

2. Tap the data icon and ensure that Cellular Data is turned on.

3. Reload the app. If you still receive the internet connection error, try the next step below.

Try a wireless internet connection:

This is only to test and confirm that the device can connect to the internet. Here's how to connect to WIFI:

1. On the home screen, swipe down from the top of the screen. Tap the WLAN icon and ensure that it is turned on.

2. Select your preferred internet connection from the list.

3. Reload the Paystack app. If the app opens successfully, you can tap the WLAN icon to turn off the wireless connection and proceed with the next step below. However, if you still encounter the error above with other internet connections, please get in touch with us via email at support@paystack.com or our contact form.

Check that the cellular network is set up correctly:

1. On the home screen, go to the menu options and click the 'Settings' icon

2. Select 'Cellular networks' as shown below:

   

3. Confirm that 'Data roaming' and 'Enhanced 4G LTE Mode' are turned on.

4. Select 'Access Point Names'.

   

5. There should be a setting called 'Telenet Internet'. Make sure this option is selected as shown below. If 'Telenet Internet' is not available in the options, click the plus (+) button at the top right and enter the following details:
   Name: Telenet Internet
   APN: america.bics
   .

   

6. If there is 'Telenet Internet' in the list, click on it and edit the APN to 'america.bics' as shown below:
   

   

7. Click the three dots in the top right corner and select 'Save.'

   

8. Restart the terminal and wait a few minutes for the SIM card to reconnect, and your device should work fine.

If the error persists, please contact us via email at support@paystack.com or our contact form.

"Routing Error" error

What it means

This error message message means the parameters linked to your Terminal ID have not been fully configured or have been disabled due to inactivity on the device.

How to resolve it

To resolve this, please get in touch with us via email at support@paystack.com or our contact form with your Device Serial Number (DSN) and the Terminal ID. The Terminal ID is a unique string that is allocated to a Terminal device. You can find the Terminal ID on the merchant copy of each receipt of a Terminal transaction.

Once we get this, we'll contact our partners on your behalf and resolve this within 24 business hours.

What it means

Any of these three factors could cause this error message:

• Your Terminal is not connected to the internet.

• Your Terminal is running on an outdated version of the Paystack App.

• The transaction central processor/switch is temporarily unavailable.

How to resolve it

The terminal devices come with a working SIM card already activated. To confirm that the device is connected to the internet, you can restart it or connect it to a working WiFi service.

If your device is already connected to the internet and the issue persists, it's most likely that the Paystack App on the device is outdated. We're constantly making enhancements and adding new features to our Terminal software. When we do, we'll notify you so you can update the app.

However, if you don't get the prompt to update, you can do this manually. To update your app to the most current version, kindly follow these steps:

1. Go to the Home screen of your app.

2. Tap the "App Store" app.

3. Once it launches, tap the "Update" button next to the Paystack logo.

4. Wait for the update to download. Once the update has finished downloading, tap the open button.

Lastly, if this issue is caused by downtime from the central processor, please use an alternative payment channel on the Terminal device. At the moment, you can also collect payments via USSD and Bank Transfers.

How to resolve

Kindly follow these steps to resolve this error:

1. Click on the ‘wifi’ button at the top right corner of your device screen and connect to any network of your choice.

2. Click on the ‘remote activation’ button in the middle of the screen. If the device hardware is okay, it should unlock successfully, and the device will auto-reboot.

However, there are three instances where the device may not auto-reboot:

If the device displays “time out”, kindly contact our support team via email at support@paystack.com or our contact form.

If the device displays “Device triggered”, click the “Sensor” icon at the bottom left of the screen. It will display the ‘anti dismantle’ sensor line state. If ‘2nd Line’ is “Open”, kindly contact our support team via email at support@paystack.com or our contact form.

If the device displays “The device requires short small battery or reboot”, reach out to our support team via email at support@paystack.com or our contact form.

What it means

This error means there is a temporary downtime or technical issue at the card issuer (customer's bank) or central switch's end, and as a result, Paystack couldn't successfully charge the card.

How to resolve it

In most situations like this, the customer's account isn't charged. But, if your customer is charged for the transaction, kindly advise them to wait 24 hours for an automatic reversal or reach out to their bank to request an erroneous debit reversal.

Feel free to contact us via email at support@paystack.com or our contact form if you encounter any issues with your Physical Terminal.