Cloudbeds Payments - P400 Terminal Troubleshooting Guide

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Cloudbeds Payments is an add-on that is quickly growing to be one of our leading global services. Please click here to see if it is available in your country.

If you didn't connect your terminal yet, click on the following article to learn more: How to Connect your Terminal

If you are based in the US and have questions about P400 Terminal, check the most frequently asked questions below.

 If the Hardware Terminal Tab is not visible under Payment Options, contact us directly at support@cloudbeds.com

If you are having trouble connecting Cloudbeds Payments Terminal P400, try the following troubleshooting steps:

Was your terminal ordered from Cloudbeds directly?

We can only guarantee functionality if your terminal was ordered by Cloudbeds. If you purchased your card reader from any other source, we cannot integrate the hardware. Please contact our support team for more information about obtaining a terminal from Cloudbeds.

1. Ensure your WiFi is secured

Your WiFi network must use WPA-Personal or WPA2-Personal encryption and be password protected. WiFi is not supported for non-password-protected networks or enterprise networks. If you do not have a password protected WiFi, you will need to contact you network provider to establish this configuration or connect through Ethernet.

2. Ensure the card reader is connected to a network

On the terminal, type in 0-4-2-6-8 to check your network. A set of code will populate. On the last line with phrase "WLAN SSID:" ensure that your network is listed.

Example:

If you network is not listed, reattempt your connection by typing  0-9-4-3-4 on your terminal or plug your reader into an Ethernet cable and reboot.

3. Ensure the terminal is connected to the same network as the computer running your point of sale (POS)

Your Cloudbeds PMS system needs to be on the same network as the terminal to communicate with one another. To check your network connection press 0-8-6-2-4 on your device.

4. Ensure your router does not have the Wireless Client Isolation feature enabled

The terminal must be connected to the same network as the computer that uses Cloudbeds Payments. However, with the client isolation feature, the connected devices would work as if each one was on its own separate network, not being able to communicate between themselves.

5. Check for Terminal Updates

The terminal receives updates automatically when not in use.

Leave your terminal connected to power to receive automatic software updates. This ensures that updates happen at midnight to avoid interruption to sales. If you unplug the terminal at night, an update could start when you turn it back on.

To manually check for an update reboot the terminal. You can always check the current reader version by pressing 0-4-2-6-8.

The terminal didn't turn on
  1. Try a different power outlet
  2. Check for physical damage.
    • Be sure to look at the pins on the I/O and power cables as these pins can easily get damaged.
    • If there is physical damage reach out to support@cloudbeds.com
The terminal screen is frozen

Unplug the reader and plug it back in to restart the device. If the terminal needs to update, this may take upwards of 15 minutes.

"Cannot Connect to Reader" Error

If you were able to successfully register your reader but receive an error "Cannot Connect to Reader" when attempting to process a transaction using the terminal, this typically means:

  1. Your internet connection is not configured properly and you will need to contact you internet provider, or
  2. You need to update the DNS of the network

1. Internet Connection Issue

To confirm it is a network issue, connect to your personal HotSpot from your mobile phone, then connect the terminal to your HotSpot WiFi connection.

  1. Enable your HotSpot under setting on your mobile phone
  2. Once enabled, connect your reader to your HotSpot WiFi connection. To navigate to the connection screen on the terminal click (0-9-4-3-4) on the keypad and follow the prompts.
  3. Once you are connected to your HotSpot WiFi, try to process a test transaction.

If you do not receive an error when using your HotSpot connection, this will indicate that the confirmation of your internet connection with your provider needs adjustment.

When contacting your network provider, ensure the following:

  • Your configuration allows multiple statis IP addresses
  • Your configuration os not set up as an "enterprise" account. Enterprise accounts are not allowed.
  • If possible, ask your network provider to create an additional login and password for your network to use for your terminal and other ADMIN uses.

If you are still facing this error, please check the following solution

2. Update the DNS of the network

The problem could be related to the DNS of your internet connection. Check the following article to check How to Update the DNS of the network

After changing the DNS, go back inside the Cloudbeds system and try to process a terminal payment.

How to switch networks, or connect an already online reader to a WiFi network?

Press 0WIFI (0-9-4-3-4) on the keypad and follow the prompts. Attempting to join a new network disconnects the reader from any existing wireless connection. There is no fallback to the previously connected network.

"Not Connected" error on Cloudbeds Payments P400 with ethernet connection

To troubleshoot a not connected error on the Verifone P400 using an ethernet connection:

  1. Confirm that the ethernet cable is connected to the correct port in the connector cable. The connector cable has 2 ports: be sure that the ethernet cable is connected to the port with the ETH label.

 

  1. From the Device Status debug screen, enter 0-4-2-6-8. The screen should say “No Network Info. eth0 is down! Network is down.”
  2. Unplug and reconnect the Ethernet cable between the terminal and network source (i.e., switch, router).
  3. Restart the terminal while the network source is attached to it by unplugging and re-connecting the power cable from the I/O block.
  4. If the Device Status debug screen lists an IP address, run the connectivity debug 0-8-6-2-4.
  5. If this request fails, the Stripe endpoints cannot be accessed. Check your network firewalls and block lists to ensure the terminal is able to reach Stripe from your network.

If the error persists, reach out to our support team.

You do not have a password protected WiFi or have Enterprise WiFi

Contact your internet provider and they can configure your account as needed.

Visit the following article to check possible Cloudbeds Payment - Decline Codes when processing transactions

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