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3G or 4G

The terminal isn't connecting properly to a 3G or 4G network.

First solution: Increase signal area

First, check the current signal strength:

  1. On the terminal, open the Admin menu.
  2. Go to Network > Cellular/gprs > Cellular settings > Signal. The strength is shown in %.

  3. Walk around with the terminal and monitor the signal percentage to see if it increases:

    • Walk around the area you are in.
    • Walk outside to see if the signal strength increases.
    • Make sure you are not in an area that could block the signal such as a cellar or a bunker.

If the terminal strength does not increase, proceed to the next solution.

If you want 3G or 4G but the terminal keeps connecting to Wi-Fi, then you have both options enabled and the Wi-Fi signal is stronger. To use 3G or 4G, disable Wi-Fi. You can also ask our Support Team to prioritize 3G/4G over Wi-Fi by requesting this in an email.

Second solution: Check if the SIM card is inserted correctly

You should only remove a SIM card from a live terminal if you see that there is a problem. Removing the SIM card automatically deactivates the SIM card.

  1. Remove the back cover from the terminal.
  2. Check if the SIM card is in the middle slot or inserted incorrectly.
  3. If there is a noticeable issue, take the SIM card out.
  4. Insert the SIM card again.
  5. If this is a live terminal, reactivate the SIM card.

Third solution: Reboot the terminal

To reboot the terminal, either:

  • Turn off the terminal, then turn it on again.
  • On tethered terminals (without battery), open the Admin menu and select Reboot, or disconnect and reconnect the power cord.

Advanced solution: Determine if 3G/4G has been enabled on your merchant account

By default, mobile and portable terminals have their SIM card activated and cellular connectivity enabled. If for some reason this isn't the case, the 3G/4G connection will not work.

  • To check that cellular connectivity is enabled, on the terminal go to Admin menu > Network > Cellular (Verifone terminals) or Settings > Network > Cellular (Android terminals).
  • To check if the SIM card is activated, make a GET /terminals/{terminalId}/terminalSettings request and check the simcardStatus, or ask our Support Team to check this for you.

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