> For the complete documentation index, see [llms.txt](https://commanderhelp.verifone.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://commanderhelp.verifone.com/general-help-guides/general-help/pos-troubleshooting-guide-for-circle-k-ck-helpdesk/pinpad-is-not-working.md).

# Pinpad is Not Working

#### Use this when the Pinpad is not responding or won’t accept payments.

The Pinpad screen is blank, shows an error, won’t accept card taps or inserts, or the time and date are wrong.

*This is usually a connection issue between the Pinpad and POS, or the Pinpad needs initialization.*

<details>

<summary>Keywords</summary>

Also called: pin pad not working, payment terminal down, card reader broken, Pinpad offline, EMV not working, Pinpad error, card reader declining cards, card reader not accepting cards

Keywords: Pinpad not responding, payment terminal error, card reader not working, Pinpad initialization, EMV init, POP initialization, Pinpad time wrong, Pinpad reboot

</details>

### Symptoms

You may see one or more of the following:

* The Pinpad screen is blank or shows an error.
* Card taps, inserts, or swipes are not accepted.
* The Pinpad shows the wrong date or time.
* Payments fail at the Pinpad even though the POS is working.

Most likely cause: A lost connection between the Pinpad and POS, or the Pinpad needs initialization.

{% hint style="info" %}
After every step, try a test transaction on the Pinpad.

✅ The Pinpad accepts the transaction — stop here. The issue is fixed.\
❌ Still not working — go to the next step.
{% endhint %}

### Before you start

* Check whether the Pinpad has power (screen lit or LED on).
* Know your site type: NBS, Worldpay, or Buypass — this affects which initialization to use.
* To run EMV Init, log in to C-Store/Config Client and open EMV Config.

### How to fix the Pinpad

{% stepper %}
{% step %}

#### Run POP initialization

Go to <kbd>CSR Functions</kbd> → <kbd>Network Menu</kbd> → <kbd>Diagnostic POP Initialization</kbd>. This re-establishes the connection between the Pinpad and the POS.

If POP Initialization does not restart the Pinpad, log in to C-Store/Config Client and run EMV Init under EMV Config.

✅ Issue fixed — stop here.

❌ Still not working — continue to Step 2.
{% endstep %}

{% step %}

#### Check the time and date

Look at the time and date shown on the Pinpad. If they are wrong, correct them in the Pinpad settings.

✅ Issue fixed — stop here.

❌ Still not working — continue to Step 3.
{% endstep %}

{% step %}

#### Reboot the Pinpad

Restart the Pinpad using code `159`, or power cycle it by unplugging the Pinpad power.

* If the Pinpad has separate power and ethernet cables, disconnect only the power cable.
* If the Pinpad has one black cable, trace it to the multiport adapter, then disconnect power there.
  {% endstep %}
  {% endstepper %}

### Still not working? Contact the Helpdesk

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

{% hint style="info" %}
N**eed 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.
{% endhint %}

### FAQ

<details>

<summary>What does POP initialization do?</summary>

It re-establishes the connection between the Pinpad and the POS. This is the first thing to try when the Pinpad stops accepting payments.

</details>

<details>

<summary>How do I reboot the Pinpad if it only has one cable?</summary>

Trace the single black cable to the multiport adapter. Disconnect the power from the adapter, wait 10 seconds, then reconnect it.

</details>

<details>

<summary>Why does the wrong time on the Pinpad matter?</summary>

Some payment processors reject transactions if the Pinpad time is wrong. Correcting the time can fix payment failures.

</details>


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://commanderhelp.verifone.com/general-help-guides/general-help/pos-troubleshooting-guide-for-circle-k-ck-helpdesk/pinpad-is-not-working.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.