Card Reader Not Working or Payments Declining

Card reader problems usually come down to power, connection, or timing.

Quick fixes

• Reboot the card reader. Press and hold the Yellow and # keys together until the device reboots.
• Check the connection. Stationary readers have a single cable connecting to the back of the PinPad. If you follow this cable, it splits into a power cable and an Ethernet cable. Reseat the cable or try the port next to it. If the cardswipe is not powering on, check that the power connector is secure and try a different power outlet.
• Frozen after a transaction? Removing the card too quickly can freeze the reader. Reboot it and run the transaction again.
• WiFi readers: confirm the reader is still on the store network; reboot it if it dropped off.

Declines vs. reader problems

• If the reader works but cards decline, note the exact error on screen. A single declined card is usually the cardholder's bank; many declines in a row suggest a processing or batch issue — contact Pivot Up Support right away.

Internet down?

Ask us about enabling offline payments ((Revel POS)Dashboard > Settings > Payments), then reboot the card readers. Offline payments are captured when the connection returns.

Revel Offline Mode Explained

How to Manually Batch Offline or Declined Credit Card Transactions

When contacting support

Please include the following: 

Which station (POS1, bar, mobile). 

What the reader's screen says.

A photo, if possible. We can check payment logs and reader status remotely.