Blank screen or loss of power
If your Pay Terminal has a blank screen or loss of power, first check the mains socket connected to the terminal power supply is on and working. Then make sure the power cable is locked in position underneath the cable tidy. Press the power button to turn on the Pay Terminal.
Acquirer Disabled
If your Pay Terminal screen displays Acquirer Disabled, it means the connection to the acquirer, such as Elavon or First Data, has been disrupted. Please contact our XLN Pay team on 0344 880 6121 for help.
Declining or failing transactions
If your Pay Terminal transactions are declining or failing, please follow the below steps:
Check your internet connection and/or phone line is working. Your Pay Terminal requires a working connection in order to process transactions.
Switch the power off at the mains socket, then check all the cables are properly connected to the Pay Terminal. Once this has been done, switch the mains power back on, then power up the Pay Terminal.
If your transactions are still failing after following the above steps, please call our Pay team on 0344 880 6121, available 09:00-17:00.