GoDaddy Smart Terminal Flex Help

My GoDaddy Smart Terminal Flex won't read cards

If the GoDaddy Smart Terminal Flex can’t read a credit or debit card, you’ll usually see an error message on the screen that explains what to try next. If troubleshooting the error message doesn’t resolve the issue, you can manually enter the customer’s credit card information.

Note: If you’re using a GoDaddy Poynt Smart Terminal (instead of a Smart Terminal Flex), follow our steps for troubleshooting card read issues on the GoDaddy Smart Terminal.

Step 1: Troubleshoot the error message

Tap the error triangle message alert to view the error message, such as Card not detected, Re-insert card or Reset terminal. Here are some ways you can troubleshoot these errors:

  • Review the error message on the screen and take any suggested action. A credit card may have been declined or have another issue that the customer needs to resolve (expired, wrong PIN, etc.)
  • Make sure the customer’s card or device is oriented correctly:
    • If the card has a chip, insert the chip card into the slot at the bottom of the smart terminal. Make sure the front of the card is facing up, with the chip inserted first. Don't remove the card during the transaction.
    • If the card doesn't have a chip, swipe the card along the slot on the side of the smart terminal with the magnetic stripe facing the device. Use a smooth motion and uniform speed when swiping.
    • For contactless (NFC) payments, tap the card or device on the NFC icon on the front of the smart terminal and keep it close to the smart terminal during the transaction.
  • Perform a hard power reset on the device, then try again:
    1. With your device still connected to a power source, press and hold the power button for about 30 seconds. Ignore any message box or prompt that pops up on the screen.
    2. Release the power button. The device will reboot on its own.
    3. Place the order and try running the customer’s card again.

Step 2: Enter the credit card info manually

If the smart terminal can’t read the customer’s card, process the charge manually.

  1. Create an order on the smart terminal.
  2. Tap Charge. If tips are enabled, wait for your customer to select a tip amount or tap Skip Tip.
  3. Tap the menu next to Sale (it reads Credit) and tap Manual Entry.
  4. Enter the credit card information and tap Charge.
  5. Wait for the customer to sign the customer screen. If you don’t want a signature, tap Skip.
  6. Wait for the customer to select their receipt type.

Step 3: Contact Customer Support

Credit card issues could be caused by any number of things that are out of your control, like an expired card or insufficient funds. If your smart terminal can’t read any (or most) cards, though, there may be an issue with the device. Please contact us for additional assistance. Our GoDaddy Guides are here to help.

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