My payment terminal died during lunch rush on a Saturday

Last month my credit card machine just froze on a screen mid-transaction right at 12:30 PM on a Saturday. I had a line of about 8 people waiting and nobody carries cash anymore. I tried rebooting it twice but it just kept giving me error codes I have never seen before. I ended up having to pull out my old swiper that plugs into my phone and process payments manually while apologizing to everyone. It took me over an hour to get caught up and I definitely lost a few sales from people who just walked out. The weird part is the tech support said it was a firmware issue that they had known about for weeks but didnt notify me. Has anyone else had a merchant processor leave you hanging like that with no warning?

3 comments

3 Comments

rodriguez.diana29d ago

Honestly, that is so frustrating, I had a terminal crash on a busy Friday night and lost like five orders before I could even get to my backup machine. Tbh it makes you feel completely stranded when the company knew about it and didn't warn you.

phoenix2917d ago

Gotta say I see it different. A company that's always warning us about every little glitch makes people stop paying attention. Then when something real bad happens nobody takes the alert seriously.

vera_murphy29d ago

@rodriguez.diana Did they ever give you any reason WHY they didnt send out a warning? Seems like a simple email to alert people would have saved a lot of headaches. Company keeps that info quiet for a reason, probably to avoid looking bad.