Troubleshooting your in-person terminal

This is the starting point for troubleshooting an in-person payment terminal. Pick the topic that matches what you see.

Power and boot issues

• Terminal does not turn on
• Terminal turns on but doesn’t boot properly
• Terminal stuck on the surfer logo

Operational and transaction issues

• Terminal freezes or becomes unresponsive
• Payment transaction errors and declines
• Common error messages
• We cannot process payments

Registration

• Error TM_0016: no manufactured terminal found
• Registration failed because no passcode or screen lock is set

Security

• Security risk information
• Customer education and awareness

A quick checklist first

• Check the basics. Is the terminal plugged in or charged? Are there visible signs of damage?
• Restart the terminal. A reboot often clears minor glitches.
• Note any error code. If one shows on the screen, write it down.

Need more help?

Email us at support@surfboardpayments.com, or create a ticket with a description of the issue and any error messages or codes.