The Fashione Support desk is usually your first point of call when you have an issue with your card machine. Some cases this may not be possible so here is a basic trouble shooting guide.

Please note we do advise that if you can call please do.

Fashione Support Number 01257 512 301

Monday to Friday 09:00 – 17:30

Saturday/Sunday/ Bank holidays Closed Emergency On Call

If an error on the till appears:

• Go to mangers Screen
• Press Close POS
• Press Yes to Confirmation Message
• Re Open POS

If error doesn’t clear, there are two options

1. Ring the Support Desk
2. Do your own basic troubleshooting

As the card machine is cloud based 95% of the time an error would be a internet connection issue. Sometime a reboot will resolve this.

• Close POS
• Press Yellow Clear together with the button with .,#*. Screen will go blue.
• Re Open POS when payment sense logo is back

• Close POS
• Press Windows Start Menu - Power Button - Restart

• Reboot Router till healthy broadband light
• Close POS
• Re Open

Rebooting Router 9/10 fixes internet connection issues.

This depends on what make or model router you have.

1. Check Router
2. Is the broadband light the right colour/on.

Example: Modern BT routers are blue lights when healthy – the broadband light will be red/orange if there is an issue. A Flashing red/orange light is trying to connect to broadband. It is worth looking in to how to trouble shoot your router. Some broadband companies will have online guides, or you may have your router booklet.

There is a LAN symbol at the top middle of the pin pad screen. See what a LAN symbol looks like below.

• Green: connected to the network and the PDQ has been given an IP, so it *should* be good to go.
• Red terminal can detect that it's connected to a network, but cannot get an IP address from the router. (Broadband is Down or issue with Broadband Connection)
• White no network connection detected at all (Check Internet Lead has not come loose)

Entering a standalone mode is a last resort really. As you would have to contact Fashione to disconnect the till from the pin pad.

• Call Fashione to turn off POS talking to the Pin Pad.
• On the pin pad press F4 – Enter Password – Press Standalone Mode On – Red Cancel – Pin Pad will Reboot.

Standalone mode will now be on. To Re Enter till mode you will need to contact Fashione to connect the till to the pin pad.