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How do I fix a Comms Error?

By June 8, 2018October 15th, 2019Help Articles, Troubleshooting

If your EFTPOS terminal displays a Comms Error when you attempt a transaction the terminal is unable to communicate with the payment network.

Take the following steps to identify and resolve the issue:

Turn it off and on again

We’re not kidding – this will probably fix most of issues with your EFTPOS terminal.

If you have a mobile terminal (VX 680 or VX 690) take it off the charging base and hold in the red X key until it shuts down. Hold in the green key until the screen turns on.

If you have a countertop terminal (VX 820 Duet or VX 520C) either unplug and re-plug the power cord from the base or just switch the power off at the wall. Wait five seconds then switch it back on (be sure you get the correct switch!)

Is your internet connection or phone line working?


If you have a cell phone or computer using the same internet connection try opening an app or doing a Google search. If this doesn’t work then your internet connection is probably down. Try rebooting your broadband modem/router or contact your Internet Service Provider for technical support.

Phone Line

Are the other phones on your premises working? Does your eftpos terminal share a telephone line with a phone? Pick up the phone and check for a normal dial tone. If your phone line is down you will need to contact your phone provider for assistance.

Check the cables


If your terminal is connected on an internet connection there should be an ethernet cable plugged into the ETH port on the base of the terminal. The other end of this cable will normally be connected to one of the LAN ports on your broadband modem (these are often coloured yellow and numbered). Make sure this cable is clicked into place securely at both ends.

Phone Line

If your terminal uses a phone line there will be a cable connected to the port with the phone symbol on your eftpos terminal. The other end should be plugged into a phone jack on the wall.
You could also try plugging a telephone into the eftpos phone jack on the wall to check if there is a dial tone on the line.

Screen Icons

Your terminal may have icons on the screen to tell you what communications type it is using and if it’s currently working or not.

The Ethernet OK ethernet  icon looks like a network (three dots connected with lines), dial-up  is a telephone, wi-fi  is a fan, and GPRS  /mobile is signal bars (like a cell phone).

When your terminal is working correctly the icon should be grey – if it’s red then something is wrong.

Alternative Communications

If your internet is currently down but you have a phone line available on-site you can change your terminal to use this instead. If you have a VX 690 terminal is it capable or working on wi-fi, ethernet, dial-up, and GPRS (if it has a SIM card inside).

Please contact our 24/7 Technical Support on 0800 338 767 (select option 2) to guide you through this process.

Offline Mode

If there are no communication methods available your terminal should still go into Offline Mode. Transactions are stored on your terminal until you can logon again.

For more information about Offline Mode Limits please read this post.

For more information: