This article helps you troubleshoot when payments are not being transferred correctly to your card terminal. If you are using a SumUp device, this article is not relevant for you.
Below you will learn which basic points you should check – including the communication test, the stability of the network connection, the correct IP address and port, and possible device settings such as login mode. In addition, it explains how you can test the connection with simple tests.
First Step: Perform Communication Test
To narrow down the problem, it is important to know whether the payment has already worked before. If this is the case, it is likely a network problem, which can be confirmed by the communication test in the "Card Terminal" function. Please first perform the communication test in the function and send this screenshot to the help chat or email to info@belbo.com, or take a photo with your phone if you cannot proceed on your own.
Examples
The screenshot created could look something like this:
In this case, the device is basically ready for use. Please check in a checkout process whether the payment arrives at the device. In principle, you can already click the "Display Text" button at the bottom left to check whether "BELBO" appears on the terminal's display. If this is the case, the communication is perfectly set up and payments will work. If this is not the case, the problem is with the terminal and can be analyzed using the terminal hotline.
An example of a status where the installation of the Satellite needs to be checked.
Here is a classic example of the terminal not being on the same network as the computer, possibly due to a WiFi switch.
Below are tips for resolving each test level of the communication test:
Level 1: Check Network Access in Browser
Depending on which step a problem occurs, you may be able to resolve the problem yourself. For example, it is necessary to use Chrome, Edge or Firefox and allow access to the local network in this browser. Please check with the help of the video whether access is allowed: https://www.youtube.com/watch?v=jIqkwOoKNHg.
Level 2: Check Belbo Satellite
Is the Belbo Satellite started and running? Check whether the Satellite is properly installed and running depending on your operating system: Installation Guide
Level 3: Check Device Accessibility
If the problem is that the device cannot be reached, there are the following options:
- Most common cause: You are not on the same WiFi as the device. Check whether the computer has accidentally switched to a guest WiFi.
- The card terminal has received a new IP address, the router has been changed
- Then you need to determine the IP address of the device again. This is described in detail in the setup article.
- If necessary, contact your network administrator to verify that the device's IP address is still correct.
Other Tips
The communication test is successful, but the payment process is not being transferred. A symbol of a crossed-out cash register appears on the device.
The communication test is successful, but payment processes are (partially) not being transferred to the device.
