If your smart terminal is experiencing issues receiving payment requests from Crown, or completing transactions, please try the following troubleshooting tips.
Communication Issues
The most common reason for the terminal to stop responding is losing its connection to the internet. Please check to ensure the terminal has a network connection.
Reset Wifi Connection
Reset your Smart Terminal’s Wi-Fi connection, to make sure it’s connected to the correct wireless network.
- Tap Settings on the second page of the Smart Terminal home screen.
- Tap Network Settings, then tap Wi-Fi (under Preferences).
- Verify that the Wi-Fi toggle is on and that your wireless network appears in the list.
- Tap the name of your wireless network, then tap Forget to disconnect the network from your Smart Terminal.
- Tap your wireless network, enter your password and tap Connect to reset your wireless connection.
- Verify your network connection status:
- If your network displays “Connected,” your Smart Terminal and wireless network are connected properly.
- If your network displays “Authenticating Network,” re-start your router and try connecting again.
Reconnect Cloud Services
Crown communicates to the terminal through GoDaddy Poynt’s cloud services. There may be times when the terminal loses connection to this cloud service. Double-tapping the date/time on the home page of the terminal will reconnect/re-establish the connection.
Hard Reboot
If your terminal is experiencing any slowness or communication issues that couldn’t be resolved above, please do a hard reboot on the terminal.
- Connect the terminal to power.
- Hold the power button down until the terminal turns off (this could take up to 10-15 seconds). Once the terminal turns off, you can remove your finger from the power button.
- In most cases, the terminal will reboot on its own. If the terminal remains off, press the power button for 2-3 seconds to turn the terminal back on.
Crown Troubleshooting
I sent a payment from Crown to the terminal, but the terminal never received the request.
This issue can be resolved by following the connection issue troubleshooting steps above.
Terminal completed a payment, but Crown never displayed a confirmation.
If you sent a payment from Crown to the terminal and the transaction was completed or got hung up processing, but you never received a confirmation in Crown, please do the following:
Check your transaction list on the terminal or in your GoDaddy Poynt portal. If the transaction was completed successfully, Crown will automatically recover and post the transaction to your practice management system.
Note:
Please allow up to 4 minutes for this transaction to appear. The practice will receive an email confirmation, and the patient will received their receipt once this recovery is successful.
I processed a transaction outside of Crown Connect.
If you took a payment directly on the terminal or virtually through your GoDaddy Poynt merchant account portal, that transaction will appear under the Unassociated tab located next to your recent transaction in dashboard of Crown Connect.
To associate a payment taken outside of Crown to a patient, please following the step below:
- Click the three action dots to the right of the transaction and select Associate Transaction.
- Search for the patient you'd like this payment associated with.
- Select the patient
Click the Associate Payment button to complete the association.
Note:
Please give Crown up to 4 minutes for that transaction to appear in your unassociated transaction list on the Crown dashboard.