Payments Not Working Inside & Outside

Troubleshoot when card payments fail on both POS registers(inside) and fuel pumps(outside).

Use this when payments are down for both in-store and outside.

Card payments fail on all registers and all fuel pump DCRs. Debit and credit transactions are declined or time out.

This is usually a network issue between the Commander/RubyCi controller, the payment router, or the site’s internet connection.

Keywords

Also called: payments down, no card payments, payment network offline, all payments failing, debit not working, network down

Keywords: payments not working inside outside, card declined all registers, Commander status A9, payment router, Viper Pay Card, NIC A, ethernet payment, MNSP device, Hughes Mako Cybera Paysafe, NBS Worldpay Buypass, debit test transaction

Symptoms

You may see one or more of the following:

• Card payments fail on every register inside the store.

• Card payments also fail on all fuel pump DCRs outside.

• Debit and credit transactions are declined or time out.

• The Commander or RubyCi may not show status A9.

Most likely cause: A network issue — the Commander/RubyCi has lost connection to the payment router or the internet is down.

Before you start

• Check that the Commander or RubyCi unit has power.

• Know your payment processor: NBS, Worldpay, or Buypass.

• Have access to the network equipment area.

How to restore payments

1

Check the Commander or RubyCi

• Confirm the Commander or RubyCi has power.

• Wait for it to fully boot to status A9, if it is booting.

• Test a debit transaction.

If it has no power:

• Try to restore power.

• Wait for the unit to return to A9.

• Test a debit transaction again.

• If you can’t restore power, the might needs a VASC technician.

2

Check remote connectivity

If the controller shows A9 but remote access still fails:

• Check the MNSP device(e.g. Cybera, Hughes, Mako, etc.)

• Reseat the NIC N/ethernet cable

3

Verify the site has internet

Confirm the site has a working internet connection.

• Check whether other internet-connected devices at your site are online.

• If the internet is down, restore the connection before continuing.

• Once internet access is back, test a debit transaction.

4

Run a diagnostic test from the register

Run the processor test that matches the site setup:

• NBS: Run a debit transaction.

• Worldpay: Go to CSR Functions → Network Menu → EPS Network Menu → Primary Communications Test.

• Buypass: Go to CSR Functions → Network Menu → Diagnostics Check Host Status.

If the test passes, run a debit transaction to confirm.

✅ Issue fixed — stop here.

❌ Still not working — continue to Step 5.

5

Trace the payment network cable

Trace the ethernet cable from the NIC A/Payment Network port to the next device.

• This is usually the payment router.

• Common examples: Hughes, Mako, Cybera, or Paysafe.

• It may also be a generic router, such as Netgear, Cisco, or Belkin.

• Confirm the device has power.

6

Reseat the cable at the payment router

Disconnect and reseat the ethernet cable at the payment router end.

Then test a debit transaction.

✅ Issue fixed — stop here.

❌ Still not working — continue to Step 7.

7

Reboot the Commander

If the issue is still not fixed:

• Reboot the Commander.

• Wait for it to return to status A9.

• Test a debit transaction.

Still not working? Contact the Helpdesk

If you’ve tried all the steps above and the issue isn’t fixed, contact the Helpdesk.

Need assistance? Contact Verifone Helpdesk at anytime.

• Use our Chat platform

• Or call 1.800.VERIFONE (837.4366)

Tell us the troubleshooting steps you’ve already tried. This saves time and gets you the right support faster.

FAQ

What is status A9 on the Commander?

A9 means the Commander is fully booted and ready. If it shows a different status, it hasn’t finished starting up or there’s an issue.

How do I identify the payment router?

Trace the ethernet cable from the NIC A port on the Commander.

The first powered device it connects to is usually the payment router.

Common brands include Hughes, Mako, Cybera, and Paysafe.

In some setups, there is a network switch between the Commander and the payment router.

What if only inside OR only outside payments fail?

If the issue is only on fuel pump DCRs, see the DCR Troubleshooting guide.

If only inside, the POS or pinpad may be the issue.

What’s the difference between NBS, Worldpay, and Buypass?

These are different payment processors.

The diagnostic test steps are different for each one.

Check your site’s configuration to know which you use.