Troubleshoot ROLLER Payments card terminals

Follow the steps below to troubleshoot common ROLLER Payments card terminal problems. This guide helps you resolve issues related to power, network connectivity, terminal setup and updates.

Step 1: Check power and hardware setup

Make sure that the cables are plugged in securely and that the device is receiving power.

1. Make sure that you have connected all necessary items that were delivered with the card terminal.
2. Make sure that the power cord is plugged in, and charge the card terminal for at least 30 minutes.
3. Hold the Confirm button for at least 3 seconds.
4. If the card terminal still does not start, contact the support team.

Step 2: Check network connectivity

Check if your card terminal shows a red exclamation mark (!) or a message like "not connected", "network not connected", or "disconnected" on the display.

• If you do not see any network error message: Skip to Step 3.
• Otherwise: Follow the instructions in the relevant section below based on the how your device connects to the internet;
  • Ethernet
  • Wi-Fi
  • Cellular

We strongly recommend that you connect your card terminals via Ethernet wherever possible for best reliability and performance.

Ethernet

1. Check if the router is able to connect to a different device

Try to connect your phone or laptop to the internet to check if your router is active. If the other device does not connect either, then ask your IT department to resolve your router's connection problem.

2. Restart the terminal

• On the card terminal, press 9 and then Green.
• If asked, enter the passcode and press Green. (From POS. go to More (3 dots) > Settings > Device to find your passcode.)
• Select the Reboot option and wait for the card terminal to restart.

3. Replace the Ethernet cable

If the router is connecting properly to a different device, try replacing the Ethernet cable that is connected to the terminal or try plugging the Ethernet cable into a different Ethernet socket.

4. Check if there is a firewall active on your router

Use dynamic IP addresses on the local network. If not, use a DHCP server to define static IP addresses to ensure unique IP addresses and avoid unexpected issues.

If the network error has been resolved but you are still having issues with your card terminal; Skip to Step 3.

Wi-Fi

1. Check the SSID

This solution applies if you are using a WPA2-Enterprise WiFi network and the terminal's WiFi settings are configured through a WiFi profile.

• On the payment terminal, press 9 and then Green.
• Enter the passcode if requested and press Green. (From POS. go to More (3 dots) > Settings > Device to find your passcode.)
• Navigate to Network > WiFi and select the i info icon next to your network to view the Network details.
• Verify that the SSID field contains a value.
  If the SSID is missing, this can indicate that the profile didn't synchronize on the terminal, or that the profile is configured incorrectly. Contact us for help with this issue.

2. Check that your WiFi router is connected correctly

• Connect a different device, such as your phone or laptop, to the WiFi network you are trying to connect to your terminal.
  • If the WiFi router doesn't work properly with a different device, ask your IT department to resolve this issue first.
  • If the router is active but the terminal is not connecting to the WiFi, proceed to the next solution.

3. Restart the WiFi status on the terminal

• On the payment terminal, press 9 and then Green.
• Enter the passcode if requested and press Green.
• Navigate to Network > WiFi.
• Make sure WiFi is enabled, and select your desired WiFi network.
• Enter your own WiFi password that is linked to the router.

4. Restart the terminal

• On the card terminal, press 9 and then Green.
• Enter the passcode if requested and press Green. (From POS, go to More (3 dots) > Settings > Device to find your passcode.)
• Select the Reboot option and wait for the card terminal to restart.

5. Reset your WiFi settings

• On the payment terminal, press 9 and then Green.
• Enter the passcode if requested and press Green. (From POS, go to More (3 dots) > Settings > Device to find your passcode.)
• Go to Network > WiFi and select the i info icon next to your network to view the Network details.
• Remove the network from the terminal.
• Wait for the terminal to reboot.
• Open the Admin menu on your terminal again.
• Go to Network > WiFi.
• Enable WiFi. The terminal will scan the available networks.
• Select the desired network, and enter your own WiFi password.

If the network error has been resolved but you are still having issues with your card terminal; Skip to Step 3.

Cellular

1. Increase signal area

First, check the current signal strength:

1. On the payment terminal, press 9 and then Green.
2. Enter the passcode if requested and press Green.
   You can find your passcode in POS under More > Settings > Device
3. Go to Network > Cellular/gprs > Cellular settings > Signal. The strength is shown in %.
4. Walk around with the terminal and monitor the signal percentage to see if it increases:
   • Walk around the area you are in.
   • Walk outside to see if the signal strength increases.
   • Make sure you are not in an area that could block the signal such as a cellar or a bunker.

If the terminal strength does not increase, proceed to the next solution.

2. Check if the SIM card is inserted correctly

• Remove the back cover from the terminal.
• Check whether the SIM card is in the middle slot or inserted incorrectly.
• If there is a noticeable issue, take the SIM card out.
• Insert the SIM card again.
• Contact the support team to reactivate the SIM.

3. Restart the terminal

• On the card terminal, press 9 and then the Green button.
• Enter the passcode if requested and press Green. (From POS. go to More (3 dots) > Settings > Device to find your passcode.)
• Select the Reboot option and wait for the card terminal to restart.

4. Determine if 3G/4G has been enabled for your card terminal

Depending on your contract, we enable 3G/4G on your merchant account before you receive your terminal. If for some reason this setting wasn't enabled, the 3G/4G connection will not work.

Contact the support team to make sure this setting is enabled.

If the network error has been resolved but you are still having issues with your card terminal; Skip to Step 3.

Step 3: Check network connectivity

ROLLER POS connects to the terminal using its serial number.

Find the terminal serial number

• Check the label on the back of the terminal (eg S/N 123-456-789), or

• Press 5, then Green. The serial number appears above the QR code.It looks something like P400Plus-123456789

Check the serial number in POS

• From POS, go to More > Settings > Hardware.

• Confirm the serial number in POS matches the terminal serial number.
• If this is incorrect, select the correct serial number from the drop-down list, then select Save settings.

Step 4: Check for software and configuration updates

Software updates

• On the card terminal, press 9, then Green.
• Enter the passcode, if prompted, then Green. (From POS. go to More (3 dots) > Settings > Device to find your passcode.)
• Go to Software > Update (use touchscreen, or press 2, then Green).
  • If there are updates, wait for the terminal to finish installing the updates and restarting.
  • If you get the message "Already up to date", then press the Red button until you are back to the terminal welcome screen.

Configuration updates

• On the card terminal, press 9. then Green.
• Enter the passcode if requested and press Green. (From POS. go to More (3 dots) > Settings > Device to find your passcode.)
• Go to Config > Update (use the touchscreen or by pressing 2, then Red).

  • Wait for the update to finish, then restart the terminal.

  • If you get the message "Already up to date", press Ok followed by the Red button until you are back to the terminal welcome screen.

Step 5: Power cycle the terminal

If issues persist, perform a full power restart.

• On the card terminal, press 9, then Green.
• Enter the passcode if requested and press Green. (From POS, go to More (3 dots) > Settings > Device to find your passcode.)
• Select Power, then wait for the terminal to restart fully.

Step 6: Contact the support team

If the issue isn’t resolved after completing all steps, contact the support team for help. .