If your terminal appears offline or certain features have stopped working, start by checking the connection indicators shown on the till. The colour and location of the warning lights will help identify whether the issue is related to the network, the EPoS server, or a third-party integration.
Check the connection indicators
The two network icons in the top-right corner of the screen.
The two status lights in the bottom-right corner of the screen.
Follow the section below that matches what you see.
đ´ Both network icons are red
The terminal is not connected to the network.
This is a network connectivity issue rather than an EPoS software or server issue.
What to do:
Check the network connection.
Confirm any network cables are securely connected or that Wi-Fi is available.
Restart the terminal and recheck the icons.
Still showing red?
Raise a support case and provide:
Terminal model
Approximate time the issue started
Any recent network or hardware change.
đ´ EPoS server connection light is red, but the network icons are green
The terminal is connected to the network but cannot communicate with the EPoS server.
This typically indicates a configuration or authorisation issue rather than a network problem.
What to do:
Check the Global Flags settings.
Re-authorise the terminal.
Confirm the terminal appears online after completing these steps.
Still offline?
Raise a support case for further investigation.
đ´ Integration/API connection light is red, but the server connection light is green
The terminal is successfully connected to the EPoS server, but a specific integration is unable to communicate correctly.
Examples include:
Online ordering
Loyalty platforms
Third-party integrations
What to do:
Identify which integration is affected.
Review integration configuration and connection settings.
Test the integration again.
Still not working?
Raise a support case and include the name of the affected integration.
Multiple Wi-Fi PDQ/card machines cannot process transactions
If several Wi-Fi PDQ terminals stop processing transactions at the same time, the cause is usually a network connectivity issue rather than a fault with an individual device.
What to do:
Check that the site's internet connection is working.
Restart the affected PDQ terminals if appropriate.
Confirm other internet-connected services are functioning normally.
If the issue continues:
Contact your IT team or Internet Service Provider.
If they confirm there is no internet problem, raise a support case and provide:
PDQ make and model
Software version (if available)
Any error messages displayed
When the issue started and how many devices are affected
This information will help speed up investigations and resolution.