It is probably not new to you as a business owner that transactions often don’t go through. Your POS machine has stopped working multiple times. Customers’ cards get declined even with a healthy balance in their accounts. Customers in front of your cashiers get impatient. And you are totally confused and frustrated.

For millions of Nigerian business owners, POS machine problems cause retailers to lose money and customers. That is why it is important to be aware that many common POS issues do not require a technical assistant. With the right knowledge, you can fix most problems yourself in minutes.

This post offers practical self-troubleshooting tips for your POS machine so you can get back to business quickly.

Why Self-Troubleshooting Matters

It’s okay to call your bank or service provider for help, but there are good reasons to learn how to troubleshoot issues yourself first.

• Bank helplines can keep you waiting for 20 to 45 minutes. You can solve some issues in under 5 minutes if you know what to check.
• Calling a technician for a problem as simple as a weak internet connection is an unnecessary expense.
• Quick self-troubleshooting keeps your business running.
• When you understand your tools, you run your business with more control and less stress.
• It impresses your customers and helps retain them.

How to Self-Troubleshoot Your POS Machine

Before you call anyone, follow these steps;

Step 1. Check Your Network Connection

Your POS machine needs a stable internet connection, either through a SIM card (mobile data) or Wi-Fi, to process transactions. When the connection is weak or completely lost, transactions will fail or time out.

Poor network is especially common in areas with inconsistent network coverage, during rainy weather, or when your data subscription has expired.

What to Do

• Check if the network signal icon on your POS screen shows full bars. If it is low or missing, the network is the problem.
• Move your POS machine closer to a window or open space where the signal may be stronger.
• If your POS uses a SIM card, check if the data subscription is still active.
• Restart the POS machine and allow it to reconnect to the network from scratch.
• If you are using Wi-Fi, restart your router by unplugging it for 30 seconds, then plugging it back in.
• Consider having a backup SIM from a different network provider

Step 2. Check Your Power Supply

Your POS machine runs on battery or direct power. If the battery is critically low or there is a power issue, the machine may freeze, reboot randomly, or refuse to process transactions.

What to Do

• Check the battery icon on the screen. If it is below 20%, charge the device immediately before attempting further troubleshooting.
• Plug the POS machine into a power source using the original charging cable.
• If the POS is plugged in but not charging, try a different socket or use a working inverter or generator.
• Do not use the POS while it is critically low on battery. Some machines disable transaction processing below a certain battery level.
• If the machine powers on but keeps shutting down, the battery may be faulty. Report this to your bank or POS provider.

Step 3. Restart the POS Machine

Like a smartphone, a POS machine can freeze or slow down due to minor software glitches, especially if it has been running for a long time without being turned off. So, it just needs to restart.

What to Do

• Hold down the power button for 5 to 10 seconds until the machine shuts down completely.
• Wait for at least 30 seconds before turning it back on. This allows the system to clear temporary memory.
• Once restarted, wait for the machine to fully reconnect to the network before attempting a transaction.
• Avoid force-restarting the machine in the middle of a transaction, as this could lead to pending or incomplete debits.

Step 4. Check the Printer and Paper Roll

If your POS machine is printing blank receipts, cutting receipts in half, or not printing at all, the issue is usually with the paper roll, not the machine itself.

What to Do

• Open the printer compartment and check if the paper roll is installed correctly. 
• Make sure the paper roll is not loaded backwards. Thermal paper only prints on one side.
• Check if the paper roll is finished and replace it with a new one.
• Clean the printer head gently with a dry cloth if receipts appear faded or streaky.
• Ensure the printer compartment is properly closed and locked before attempting to print.

Step 5. Check for Card Reader Issues

If a customer’s card is not being read, do not immediately assume the card or the machine is faulty. Most of the time, it is a simple contact or cleanliness issue.

What to Do

• Ask the customer to gently clean their card with a dry, clean cloth to remove dust or residue.
• Try inserting the card slowly and firmly into the chip reader.
• If the chip reader is not working, try the magnetic stripe (swipe) option if you have one.
• Clean the card slot on the POS using a dry cloth.
• If multiple cards are failing on the same machine, the card reader may be faulty. Report this to your bank or service provider.

Step 6. Check for Transaction Errors and Pending Debits

Sometimes a transaction fails, but the customer’s account gets debited. This is one of the most stressful POS issues for both business owners and customers. It usually happens due to a network timeout during a transaction.

What to Do

• Do not attempt the transaction again immediately. Wait for at least 5 minutes to see if a reversal occurs.
• Ask the customer to check their bank SMS or app for a debit alert. If they received a debit but you did not receive credit, document it.
• Note the date, time, amount, and the last 4 digits of the card for your records.
• Contact your POS provider or bank’s dispute resolution line with this information. Most Nigerian banks resolve this within 24 to 72 hours.
• Advise the customer to contact their own bank if the issue persists.

Step 7. Update Your POS Software

Outdated software can cause your POS machine to malfunction, freeze, or reject transactions. Banks and fintech providers regularly push software updates to improve performance and security.

What to Do

• Check the settings menu on your POS for a “Software Update” or “System Update” option.
• Ensure the machine is connected to the internet before initiating an update.
• Do not interrupt the update process. Keep the machine plugged in and avoid pressing buttons during the update.
• If you are unsure how to update your specific POS model, contact your provider for a step-by-step guide.

Final Thoughts

In a cashless economy like Nigeria, your POS machine is one of the most important tools in your business today. So, a reliable POS machine like PayCliq is a must-have.

Most of the problems are not as complex as they seem. They can be resolved in less than five minutes. A simple restart, a stable internet connection, or a correctly loaded paper roll can solve the majority of issues you will ever encounter.

Do not wait for a technician every time something goes wrong. Take charge and use this guide as your go-to reference.

The more familiar you become with your POS machine, the less power it has to disrupt your business.