What Should I Do If CardPointe Is down or Unreachable?

If you are unable to access CardPointe, first determine whether the issue is related to the CardPointe service or your local network and equipment.

Before troubleshooting your device, verify whether CardPointe is experiencing a service interruption or outage.

If a service outage has been reported, wait for service to be restored before attempting additional troubleshooting.

If CardPointe services are operational, the issue may be related to your device or internet connection.

Try the following:

Restart the Device

Perform a reboot or restart of your payment terminal.

Check Your Internet Connection

Restart your modem and router by unplugging them for approximately 10 seconds and then plugging them back in.

Once your network equipment has restarted, test the connection again.

Verify Network Connections

• Confirm that all Ethernet cables are securely connected.
• If using Wi-Fi, verify that the device has a strong wireless signal and is connected to the correct network.

Use a Backup Connection

If your device supports cellular connectivity, verify that it can connect using the cellular network if your primary network connection is unavailable.

If your payment terminal is unavailable and you need to continue processing transactions, you may be able to use the CardPointe Virtual Terminal.

The Virtual Terminal allows you to manually process transactions, including authorizations, voids, and refunds, using a web browser on a computer or mobile device.

If the issue persists after completing the steps above, contact CardPointe Support for assistance with troubleshooting, device initialization, or terminal configuration.

You can also submit a support request through the CardPointe Support resources available within your account.