What should I do if the client claims that the terminal cannot establish a connection?

If the device shows an error that it cannot establish a good connection or the payment attempts are being declined without an exact error code, you need to confirm with the client that the network signal strength is adequate, as indicated by the signal icon on the device screen. Then, you can ask the client to follow these steps:

1. Ask the client to open the ‘Settings’ menu on the terminal.
2. Then, they need to choose the option ‘Connection check’ and wait until the device performs a self-test, trying to reconnect.

In case the connection check does not resolve the issue and the SIM card cannot connect, the client can try changing the connection type to a WiFi network: 

1. Ask the client to open the ‘Settings’ menu on the terminal.
2. Then, they need to choose the option ‘Change connection type’ and select the WiFi option.
3. The client should choose a network, enter the password and then wait until the device tries to establish the connection.

If you have tried to assist the client, but the problem persists, then you should contact us at partners.portal@icard.com so that we can make additional checks. Please make sure to include the device serial number and the full SIM serial number so that we can assist you.