Restart Terminal
If you encounter any issues like errors, frequent declines, glitches, or any other obstacles, try restarting the terminal to see if the problem continues.
Press and hold the power button for 3 to 5 seconds.
Select Reboot from the touchscreen menu.
Distance Terminal Usage
Distanced terminal usage or taking payments away from the immediate area of the Instinct app you’re initiating the payment from can cause connection issues.
Please remember that the terminal window is open for about 90 seconds to present the payment. Past this time you may see declines. Re-initiate the transaction from Instinct.
Initiate the transaction when the client is prepared to present payment.
Wi-Fi Connection
If you’re experiencing connection problems or delays in processing transactions, try checking your Wi-Fi connection.
For PCI and security reasons, please do not connect to guest Wi-Fi.
For Wi-Fi with a lot of traffic, it is recommended to have a dedicated Wi-Fi channel for the payment terminals.
To rule out connectivity issues, you can connect the payment terminal to a personal hotspot to see if the processing issues are resolved.
Tap to Pay
Make sure the card is held to the device for 2-3 seconds or until you hear a beep.
If tapping is not successful, you are always able to default to inserting the card into the terminal.
Updates & Charging
Terminals work at their best with regular charging, as updates can only occur when the battery is above 50%.
Contacting Support
If issues persist, please contact Instinct support at [email protected]. Please have the following information available:
Terminal serial number (located on the back of the device)
Any error messages that were seen
How you were engaging with the device (tapping the card, inserting the chip, payment away from a computer)