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Troubleshooting and FAQ

Common Resolution Steps

Many problems can be solved by reading the questions and answers provided here. Consult the FAQ section below and follow these steps if required.

I've Forgotten my Merchant Password

Please contact your support team to assist with the passcode setting process.

Can I enter card details manually so I can process orders?

Yes. Follow the instructions found here.

Can I perform MOTO transactions on my terminal?

No, MOTO transactions are not currently available on the terminal.

My Terminal displays 'Device Tampered'

If the terminal detects any attempt to modify it then it will respond by 'tampering’ and display 'Unit Tampered'. This protection occurs regardless of whether the terminal is powered up or not. When the terminal tampers, it erases all sensitive information, such as the acquirer / bank keys used for transaction processing.

The terminal will not be able to perform any transactions from this point onwards. The terminal needs to be returned to support to reset the tamper condition. The terminal indicates a tamper response by displaying a particular message once the tamper event occurred.

Blank Screen / Terminal isn’t Turning On
  1. Ensure the battery is charged to a sufficient level. Additional information on the battery state can be found using the status light.
  2. Reboot the terminal by following these instructions.
  3. If the problem persists, contact support.
My Terminal is Frozen / Not Responding

In the rare event that the terminal is on but unresponsive, a reboot can be triggered by holding down the 'ENTER' button and then holding the 'CANCEL' button simultaneously. When the screen goes blank, release all buttons.

This action is a last resort if terminal is unresponsive.

Why is my printer not printing? (Standalone)
  1. Open the printer hatch and ensure the paper is correctly inserted and isn't caught on anything.
  2. The paper roll must be inserted the correct way around. See instructions here to ensure it is.
  3. Check to see if there is any damage to the paper roll. Replace roll if necessary.
  4. Ensure the printer hatch is closed completely. There are clips on both sides - ensure that as you close the lid you feel them click into place and the cover is level with its surrounds.
How do I check if my terminal able to access the network?

You may see that your terminal has no network icon. If you encounter this, please complete the following steps:

  1. Tap on the Quest Dashboard button, enter the Merchant Password and then tap on the Settings button.
  2. Tap on Communications and enter the Merchant Passcode.
  3. Tap on any available networking options and follow the prompts outlined in the network menu.

If your PINpad is unable to connect to network after following the previously outlined troubleshooting steps, please contact our technical support team.

How do I get more paper rolls? (Standalone)

Paper rolls can be ordered online at the shop!

You may also scan the QR code by going into Merchant Options > Order Paper Rolls.

Any Other Issues

For any other issues, please contact support and we will help you in any way we can!