Please review the help topics below before submitting a request

When a Pin Pad is not Working

In most cases there is a simple fix for when a Pin Pad displays an error message or stops working. This assumes there pin pad has power and is plugged into the POS terminal.

  1. Switch over to the micros compurer

  2. Select the point of sale option and then Ingenico option

  3. You will need your Merchant Number, if you do not have it please contact IT support.

  4. Chase may also ask you to provide the store address and phone number.

  5. They may try some troubleshooting over the phone but in most cases they will simply replace the pin pad, which is what we want at this point.

  6. Once the technician replaces the pin pad(s) it might be necessary to re-initialize it. Please refer to Restarting Credit & Debit to see how this is done.

  7. The Pin Pads will come back online