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If you're having trouble with your card reader, you can resolve most issues by following a few basic troubleshooting steps. It's important to follow these steps in the order listed even if you’ve already tried some of them. Skipping or doing them out of sequence may not correct the issue.

Step 1: Power the Device Off and On Again

Restarting the reader clears the cache memory, checks for and applies Application and ROM updates, and resolves temporary glitches. Here's what to do:

• Power off the device completely.
  • Hold the power button until you see the power menu. Select shutdown/power off from the power menu.
• Wait 10 to 15 seconds.
  • This allows all of the temporary memory (cache) to clear.
• Power your terminal back on.

💡Note: This may trigger the terminal to download an update if one has been pushed out. This will cause the display to flicker a time or two and take a few minutes to update and load the application.

Step 2: Check the Battery Level

A low battery can disrupt functionality on the terminal including network stability, connectivity and processing functions. Here's what to do:

• Swipe down from the top of the device to view the battery status.
• If the battery icon is red, plug in the device and allow it to charge to at least 15% before proceeding with any additional testing and troubleshooting.

Step 3: Make Sure the Account is Enabled

Your device will only process payments if the account is fully approved and not in a Restricted or Pending state.

• Check your account status in your dashboard before continuing.

Step 4: Check if the Terminal is Paired

If a transaction doesn't reach the credit card terminal from the point of sale (POS) system, the terminal may not be paired correctly or may have lost its connection. To verify pairing:

• Look for an on-screen message confirming the connection.

• If not paired, follow the pairing steps specific for your reader model (the link below will open in a new browser tab):

  • P5 Credit Card Reader 

• If the terminal appears to be connected but is still not communicating with your POS system, you may need to remove the terminal from your account and link it again.

  • On the Payment Portal's Profile page for your account, use the delete button on the right side of the terminal section to remove the terminal. Then follow the steps in the above documents to pair the terminal again. Our support team can assist with this step if needed.

Step 5: Toggle the Wi-Fi Off and On

It is recommended that you use a hard-line connection for your P5 card terminal, either through the ethernet port in your P5 Charging Cradle, if you have one, or through an ethernet adapter that plugs into the USB-C port at the bottom of the device.

However, if you are using the device remotely or need the internal Wi-Fi for some other reason, please read on. Poor or lost Wi-Fi connections may not always be obvious. Disconnecting and reconnecting Wi-Fi can help identify or resolve connection issues. Here is what to do:

• Turn off Wi-Fi from the terminal settings menu.
• Wait 10 to 15 seconds.
• Turn Wi-Fi back on.
• If a connection error message appears, follow the network troubleshooting steps found in the below document.

💡Tip: A quick Wi-Fi check is to connect your phone to the same network the terminal is using and set your phone in the location the terminal is sitting and see what signal your phone can pick up in that location.

Related Topics

P5 Card Reader

Frequently Asked Questions

Q: I have a question, but I can't find my answer here. How do I get more assistance?

A: If you need immediate assistance, the team is available 24/7. Feel free to contact our support team at: 877-752-0625. You can also email us at support@marktpos.com and we will respond within 24-hours.