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Troubleshoot Common Connection or Communication Issues    

Card Reader Connection Issues

If you are having difficulty downloading software or processing transactions, check the following:

  • Verify that the cables are securely connected to the correct port on the terminal and the router.
  • Confirm that the card reader light indicators are on. These lights may be located where your Ethernet cable is connected to your reader, or on the reader’s display screen.
  • Try rebooting your router and/or card reader.
  • Disconnect the power cable to the card reader and router.
  • Unplug the Ethernet cables connecting the equipment. Wait approximately 30 seconds. Reconnect the cables and the power on the devices from the wall to the reader. Allow 60 seconds for the reader and application to reboot and establish a connection with the router.
  • If your business uses the same router to connect to a PC, you should attempt to visit a website to verify that the router is working properly.
  • Lastly, to verify whether the port is working properly, connect the reader’s Ethernet cable to the port on your router.

Integrated or Point-of-Sale Solution Troubleshooting

If you are using a point-of-sale system serviced by a third-party provider, try rebooting the reader, mobile device or PC being used to process payments.

If you still experience issues, please contact your provider for request support. Chase will not be able to troubleshoot issues related to the application or the point-of-sale solution.

Still Having Issues?

First visit product support and select your product or solution which is experiencing issues. If your issue cannot be resolved, you can find important contact information on the Contact Us Business page.