---
title: Troubleshooting
description: Fixes for common terminal, decline, batch, and Merchant Dashboard problems, and what to send support when you need help.
url: https://thepoints.io/docs/merchants/troubleshooting
audience: [merchants]
---

# Troubleshooting

Start with the basic steps, then find your problem below. If it keeps happening, contact support.

## Basic steps for any terminal or app problem

1. **Restart.** Turn the device off, wait 10 to 15 seconds, and turn it back on. This fixes many temporary problems.
2. **Check the connection.** On Wi-Fi or Ethernet, confirm you are connected to the right network with a steady signal. On cellular, look for signal bars and move somewhere with better reception if needed. No connection means no payments.
3. **Check power and cables.** Make sure the device is charged or plugged in and cables are secure. Look for damage.
4. **Install updates** if the device or app offers them.
5. **Try again** with a small test sale, using a different card if you can.

## Terminal offline or not connecting

You may see a network or host error, or payments will not go through.

- Restart your router or modem, then the terminal.
- Confirm the terminal is on the right network, and move closer to the router if you use Wi-Fi.
- Try a different network if one is available.

## Payments declining

- Try a different card. If only one card declines, the customer should contact their card issuer.
- Check the amount and the terminal's date and time.
- If **every** card declines, contact support. There may be an account or setup issue.

A decline message comes from the card issuer or the payment system. Support can look up what a decline code means.

## Terminal frozen

- Hold the power button to force a restart, or unplug it if needed.
- If it keeps freezing, contact support. It may be a hardware problem.

## Batch will not close

- Try closing the batch again by hand.
- Restart the terminal and check the connection.
- Confirm the date and time are right.
- If the batch stays open, contact support the same day. An open batch can delay your deposit.

## Card not reading

- Clean the card reader without liquids.
- Try another card, or a different method: chip, tap, or swipe.
- Check for damage to the reader or the card.

## App or software errors

- Restart the device and install updates.
- If an error code keeps coming back, write down the exact wording and contact support.

## Merchant Dashboard messages

| Message | What to do |
|---|---|
| Forgot password | Use the forgot-password link on the sign-in page. |
| Account not active | Contact support. |
| A required address field, such as country, is missing | Address capture is turned on in your profile. Fill in the address, or ask support whether the setting should stay on. |
| A permission or "unauthorized" error | Your role may not include that action. Ask your account admin or support. |
| An API key error | The key may be wrong, expired, or from the wrong environment. Create a new key from the dashboard or contact support. |
| The customer has no payment method on file | Ask the customer to update their card, then try again. |

## When you contact support

Have these ready to speed things up:

- Your business name (DBA) and merchant ID if you have it
- The device and its serial number, if it is a terminal problem
- What happened and the exact error message
- When the last successful payment went through

Email info@thepoints.io or call (833) 374-1518.