What to Do When Your Card Payment System Goes Down

The problem of what to do when your card payment system goes down is one of the most serious that any retailer has to face. They cause disruption and can sow distrust among customers. New customers may not return, and returning customers might start having second thoughts. 

It’s important to resolve these issues as quickly as possible. Something like this can feel overwhelming, so here are troubleshooting tips and solutions for payment processing downtime.

Common Causes of Card Machine Failures

There are many potential causes for card machine failures, and the issue could be within your systems–technical glitches, network issues, or software errors–or a result of external conditions beyond your control, such as power outages or connectivity issues. 

Step-by-Step Guide to Troubleshooting Your Card Payment System

So, what do you do when the computer says no? Here’s a step-by-step guide to troubleshooting your card payment system.

Check the Network Connection

The issue is often with your Wi-Fi or Ethernet connection. Check the signal generally on a laptop or smartphone. If it shows that there’s no connection, try rebooting your router or modem.

Inspect the Card Reader and Software

Check the card reader carefully for any physical issues, paying particular attention to the chip and contactless reader. Make sure that you’re running the latest software for it. 

Verify Payment Gateway Status

If you use a payment gateway such as Stripe or PayPal, check the status pages on their websites to find out whether the problem is with them. 

Reboot Your System

There’s a reason why IT will often ask whether you’ve switched it off and switched it back on again - it usually works. Rebooting your card machine by switching it off, leaving it for 20-30 seconds, and then switching it back on again can often resolve the issue. Do remember that if the same thing keeps happening, you may need to get advice from elsewhere. 

Try Alternative Payment Methods

You may find it beneficial to always have an app on your phone that allows ultra-portable payment. Alternatively, you can offer alternative mobile payments such as Apple Pay or Google Pay. If you deal in person, you may only be able to accept cash for a while.

Contact Your Payment Processor

If all else fails, the details of how to contact your payment processor should be in your documentation. Alternatively, they may be on their website.

What to Do When Card Payments Aren’t Working

If the card terminal isn’t working but the internet is available, manually input the card details via the payment gateway. Some POS systems, such as Square and Zettle, allow offline card transactions and store details for later processing.  

You can offer alternative online payments. Customers can transfer funds via PayPal, Apple Pay, or Google Pay. You could also consider accepting direct payments via instant bank transfers if your system supports them. 

Backup payment solutions could also include portable card readers with wireless terminals like SumUp or Revolut, which work via mobile networks. Third-party services like Stripe allow temporary online payments through links or QR codes.

Preventing Future Payment System Failures

The key to preventing future payment system failures is to be proactive. Monitor and maintain your devices. Inspect card readers weekly for connectivity issues or physical damage. Keep POS and payment gateways updated to prevent compatibility failures. Monitor error rates and failed transactions to detect recurring problems.  

Make sure that you have backup systems for payment continuity. It can pay to have an alternative provider, such as PayPal or Stripe, in place for emergencies. Use POS systems with offline transaction capabilities, such as Square or SumUp, and keep mobile-enabled devices as a backup for network disruptions.  

You can also carry out advance planning for payment downtime incidents. Train staff on manual card entry and alternative payment options. Display notices informing customers of temporary outages and available payment alternatives. Implement Strong Customer Authentication (SCA) to secure fallback methods.  

As with anything else in business, being prepared is the best way to deal with a payment system outage. But for those who can’t, many of the issues that can cause this sort of outage can be resolved in minutes by following the advice in our troubleshooting steps. By preparing in advance, you can ensure minimal disruption to your normal business patterns.