How do you troubleshoot and resolve common issues with EMV and NFC devices and terminals?

EMV and NFC are two of the most common technologies for secure and contactless payments. EMV stands for Europay, Mastercard, and Visa, and it refers to the chip cards that you insert or tap on a terminal. NFC stands for near-field communication, and it refers to the wireless communication between a device and a terminal, such as a smartphone or a smartwatch. Both EMV and NFC offer advantages over the traditional magnetic stripe cards, such as enhanced security, faster transactions, and customer convenience. However, they also come with some potential issues that can affect your merchant services. In this article, we will show you how to troubleshoot and resolve some of the common issues with EMV and NFC devices and terminals.

1 Check the connection

The first thing to do when you encounter a problem with your EMV or NFC device or terminal is to check the connection. Make sure that the device and the terminal are properly plugged in, powered on, and connected to the internet or the network. If you are using a wireless or mobile device or terminal, make sure that the battery is charged and that the signal is strong. If the connection is faulty, try to reset or reconnect the device or terminal, or contact your service provider for assistance.

Add your perspective

Umair Z.

Sr. Enterprise Account Executive @ Amazon | Sales Strategy, Enterprise Management
Report contribution
Usually a quick reset should do the trick. I always recommend that if you are busy place pay a little bit more and get the wireless terminals. It makes a big difference.

Like

2 Update the software

Another common cause of issues with EMV and NFC devices and terminals is outdated or incompatible software. You should always keep your device and terminal software up to date with the latest version and security patches. This will ensure that your device and terminal are compatible with the latest standards and protocols, and that they can process EMV and NFC transactions smoothly and securely. You can usually update your device and terminal software through the settings menu, or by following the instructions from your service provider or manufacturer.

Add your perspective

3 Clean the chip reader

Sometimes, the chip reader on your terminal can get dirty or damaged, which can prevent it from reading the EMV chip cards correctly. This can result in errors, declines, or delays in the transactions. To avoid this, you should regularly clean the chip reader with a soft cloth or a compressed air can. You should also avoid inserting or tapping damaged or bent cards on the chip reader, as they can scratch or jam the reader. If the chip reader is broken or malfunctioning, you should contact your service provider or manufacturer for a replacement or repair.

Add your perspective

4 Train your staff and customers

One of the most important factors for successful EMV and NFC transactions is the human factor. You should train your staff and customers on how to use the EMV and NFC devices and terminals correctly and efficiently. For example, you should instruct your staff on how to insert or tap the EMV chip cards on the terminal, how to handle errors or declines, and how to verify the transactions. You should also educate your customers on the benefits and features of EMV and NFC payments, such as security, speed, and convenience. You should also display clear signs and instructions on how to use the EMV and NFC devices and terminals at your point of sale.

Add your perspective

Ali Alsos, CSM

SVP | Director of Operations & Project Management | Driving Innovation and Continuous Improvement
Report contribution
This is an incredibly important step to avoid fraud. If the card cannot be read via chip, mag strip or contactless, NEVER ever hand key in the card details. Also, never accept a customer’s cell phone to speak with their card provider. If the card does not work via chip, contactless or mag strip, ask for another payment method or refer the customer to the card issuing bank.

Like

5 Troubleshoot common errors

Even if you follow all the best practices, you may still encounter errors or issues with your EMV and NFC devices and terminals. Common errors include card not detected, card declined, and terminal error. For card not detected, ensure the card or device is activated and valid, and that it has enough funds or balance. If the card is declined, ask the customer to use another card or payment method, or to contact their issuer. In the case of a terminal error, try to restart or reset the terminal, or contact your service provider or manufacturer for support. With these tips, you can troubleshoot and resolve common issues with EMV and NFC devices and terminals, thus improving your merchant services.

Add your perspective

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

Add your perspective

How do you troubleshoot and resolve common issues with EMV and NFC devices and terminals?

1

2

3

4

5

6

1 Check the connection

2 Update the software

3 Clean the chip reader

4 Train your staff and customers

5 Troubleshoot common errors

6 Here’s what else to consider

Financial Services

Rate this article

Thanks for your feedback

More articles on Financial Services

More relevant reading