Skip to content
Sign in
Go to vori.com
  • There are no suggestions because the search field is empty.

Fix Your POS Payment Terminal

Follow these steps to resolve connection issues between your payment terminal and the Point of Sale (POS).

⚠️ Caution: Any recent changes to your store's Internet Service Provider (ISP) or network hardware (e.g., modem, router, firewall) may affect the connectivity of your POS. If you have changed from land-based internet to 5G or satellite internet, the new ISP may not be compatible. If this is the case, switch the POS system back to the original ISP or contact a network technician for on-site assistance.

Check Your Internet Connection

  1. Open a web browser on a separate device, like your cell phone or computer.

  2. Navigate to a common website to see if it loads.

  3. If the website does not load, your store's internet may be down. Contact your ISP for assistance.

  4. If the store's internet is online, proceed to the next section.

Restart the POS App

  1. Select the gear icon in the bottom right corner of the main cashier screen.

  2. Select Restart App in the System Status window.

  3. Log back into the POS app and confirm the payment terminal's connection.

  4. If restarting the POS app does not fix the issue, proceed to the next section.

Reboot the Payment Terminal

  1. Press and hold the red and green buttons on the payment terminal's physical keyboard until a Reboot prompt appears.

    image-Mar-25-2025-05-24-01-1338-AM

  2. Tap the Reboot prompt on the screen.

  3. Tap OK on the final confirmation prompt.

  4. If the terminal is unresponsive and the Reboot prompt doesn't appear, unplug the power cable from the back of the device. Wait 10 seconds, then plug it back in.

  5. Once the terminal reloads the Welcome screen, restart the POS app again.

  6. Log back into the POS app and confirm the payment terminal's connection.

  7. If restarting the payment terminal does not fix the issue, proceed to the next section.

✏️ Note: It may take a few minutes for the payment terminal to fully reboot. Do not press any prompts on the screen while it is rebooting.

retstrt+pymnt-3

Power Cycle the POS Lane

  1. Locate the lane's Uninterruptible Power Supply (UPS) under the POS counter. All of the lane's power cables run to this device.

  2. Press and hold the UPS power button for 5 seconds to turn it off.

  3. Wait 10 seconds for all peripherals to fully power off.

  4. Press and hold the UPS power button again for 5 seconds to power the system back on.

    Screenshot+2024-09-06+at+2_15_38 PM+(1)-1

  5. Enter the admin password on the cashier screen: 654321.

  6. Log back into the POS app and confirm the payment terminal's connection.

  7. If power cycling the lane does not fix the issue, proceed to the next section.

Restart the Back Office Network Switch

  1. Locate your back office network switch (it connects all lanes to the store network).

    Screenshot+2024-11-05+at+11_37_26 AM-1

  2. Unplug it from power, wait 10 seconds, and plug it back in.

  3. After a minute, check if the payment terminals are online.

  4. If restarting the switch does not resolve the issue, proceed to the next section.

Restart the Store Modem

  1. If the problem persists, locate your store’s modem (usually in the back office).

    Screenshot+2024-11-05+at+11_37_26 AM-1

  2. Unplug it from power, wait 10 seconds, and plug it back in.

  3. Wait a few minutes for it to fully restart, then check if the payment terminals are back online.

If the payment terminal is still unresponsive, a component may be damaged. Please reach out to the Vori support line for help with the next steps.

Run Get Parameters

As a final step, you can run "Get Parameters" to ensure the payment terminal is up to date with the latest configurations from the payment gateway.

For instructions, please see: Basics: Running Get Parameters on Your Payment Terminal