Category: Payment Terminal → Troubleshooting
Overview
If your payment terminal displays Offline, Communication Error, Host Connection Failed, or another network-related message, it may be unable to communicate with the payment processor.
Follow these steps before contacting support.
Step 1: Check Your Internet Connection
Determine whether your terminal uses:
Wi-Fi
Ethernet
Cellular connectivity
Make sure the selected connection is available.
If your terminal uses Wi-Fi, verify it is connected to the correct network.
For Ethernet terminals, make sure the cable is securely connected.
For cellular terminals, verify that the device has service.
Step 2: Check Your Router or Modem
If other devices in your business also cannot access the internet, the issue may involve your network.
Check whether the router and modem are powered on.
If necessary, contact your internet service provider.
Step 3: Restart the Payment Terminal
Make sure no payment is currently in progress.
Use the terminal's normal restart option.
Allow the device to restart completely.
Confirm that it reconnects to the internet.
Open the payment application again.
Important: If a payment was interrupted, check its status before charging the customer again.
Step 4: Check for a Processor Communication Error
If the terminal has internet access but still cannot process payments, the issue may involve:
Payment host connectivity
Terminal provisioning
Incorrect network settings
Payment application configuration
Processor-side service interruption
Write down the exact error message.
Step 5: Contact Verova Payments
If the problem continues, contact our technical support team.
Phone: (833) 925-6999 — Option 2
Please provide:
Business name
Terminal model
Connection type
Exact error message
Time the issue started
Important Security Reminder
Do not factory reset, uninstall payment applications, or change processor settings unless instructed by authorized support.
Verova Payments | Merchant Help Center