A Quick Guide to Troubleshooting a Stripe Terminal
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Obtain Admin Code or Additional Help
Below are a few simple steps to help troubleshoot your Stripe Terminal. If these don’t fix the issue, Stripe’s support team can dig deeper to identify the root cause. Refer to this section on how to reach out to their support team.
Check Power & Charge
- Is the battery attached?
Make sure the battery is firmly connected to the terminal at all times. Removing or disconnecting it can cause power or connectivity issues. - Fully charged?
Make sure the terminal isn’t running low on battery. If it’s below 10%, the device may struggle to maintain a stable connection. - Is it turned on?
It may sound simple, but double-check the power button and ensure the screen is on.
Confirm Wi-Fi Connection
- Strong signal
Make sure your network has a reliable signal. If the terminal is too far from the router, consider moving it closer. - Correct network
Verify connection to the right Wi-Fi network and are not accidentally connected to a guest or neighboring network. - Hot spot
If you use a hot spot instead of a Wi-Fi connection, you're likely to experience slow response times and frequent disconnections. Connecting via hot spot is not ideal.
💡 Tip - If Wi-Fi continues to drop, try resetting your router or restarting the terminal.
Obtain Admin Code
Occasionally, you may need to reconfigure or reset your terminal. If you require an admin code:
- Check your Rocketlane project for secure instructions. If you are having issues locating the admin code in Rocketlane, reach out to your PSM.
Contact Stripe Directly
If the above steps don’t resolve your issue, please:
-
Reach Out to Stripe live chat Support on this page
- Describe the issue and select Contact support agent when prompted.
- From the drop-down, select Terminal.
- Finally, select Live Chat to be connected to a support rep.
