My EFTPOS terminal won't connect

Check if your network provider has reported an outage or any planned maintenance.

• Telstra outages
• Optus outages
• TPG outages

If you've got a Smart terminal, you can switch between network providers in the event of an outage. 

If you think your terminal is damaged or defective, call our dedicated Merchant Helpdesk on 1800 230 177, available 24/7. We’ll repair or replace it as soon as possible.

Check if we’ve reported any system outages or issues. We’ll also let you know what we’re doing to fix the problem on this page.

Store & Forward allows you to take payments with your EFTPOS terminal, even when it can’t connect to the network. It's already enabled on all our EFTPOS terminals.

To use Store & Forward:

• Continue using your terminal as normal
• Follow the instructions on screen. Your terminal may ask for a signature from some cardholders
• Once you’re reconnected, these transactions are automatically forwarded to us for processing – you don’t need to do anything
• Make sure you keep all your offline receipts as back up

Offline vouchers allow you to process transactions when your terminal is offline. We included these in your welcome kit bag, or you can order more through our stationery store.

Use an offline voucher if:

• You're unable to process transactions electronically
• You've had a power or communications outage
• We’ve instructed you to process transactions manually

Here's how to use vouchers to process offline transactions.