Here are a few useful suggestions that you can try if you’re experiencing any trouble with your Jane Payments Terminal.
1️⃣ Is the Terminal being charged correctly?
The Terminal needs to be plugged into a wall outlet (with at least 5W power) with the cable that was provided with the Terminal and an adaptor to connect the cable to the wall. The terminal cannot be plugged into a laptop or another device for charging.
Ensure the battery is in the terminal the right way. The customer warning message on the battery will be facing outward. Note: if the battery is already installed, please remove and reinstall it in the device.
For first-time use, please allow your Terminal to charge overnight. You can then leave your Terminal on charge each night, the battery will ‘turn off’ when full. The battery charge status is indicated by an icon on-screen during charging.
To charge the battery, connect the cable provided to the right side of the Terminal (there is a little lightning bolt symbol). You then need to connect the cable to an adaptor to plug into the wall. You can tell the battery is charging in the top right of the terminal screen, you’ll see a little lightning bolt in the battery if it is currently charging.
2️⃣ Have you clicked Pay?
Hitting one of the Pay buttons will prompt payment on the terminal.
3️⃣ Ensure Your Terminal Uses Secure Encryption
When connecting your terminal, it’s essential to verify that your Wi-Fi network is secured with encryption protocols such as WPA/WPA2/WPA3-Personal or WPA2/WPA3 EAP-PEAP Enterprise. Additionally, your network must be password protected.
4️⃣ Restart your Terminal
- Hold down the power button, until the “Power off / restart” buttons show up. Tap restart, then confirm you’d like to restart.
- Here typically a Jane logo will show up
- Reconnect the reader by swiping left to right and tap Settings
- Enter the administrative pin: 0 7 1 3 9
- Tap Generate Pairing Code
- Back in your Jane account enter the pairing code. That’s under Settings > Jane Payments > click the blue pencil beside the Jane Payments Account then > Link Jane Payments Terminal.
5️⃣ Do a Factory Reset on your Terminal
- Make sure the reader is turned on, is connected to power, and a working network with an Internet connection is available
- Press and hold the two buttons with the blue lines for 10 seconds (there’s one on each side of the reader)
- A dialogue will appear asking you if you’re sure you want to factory reset the device; tap Yes to begin the factory reset
- The screen will go blank, then transition through several other screens as the device erases itself and prepares for the reset
- The reader will indicate it’s not connected to the Internet and prompt you to connect to WiFi; tap on Connect to WiFi
- Select a WiFi network, enter the password, and Connect
- Once the WiFi shows as connected, hit the Back button in the lower-left
- The reader will indicate it’s connected and ready to update; tap on the Update button. The reader will then download and install the latest firmware, then prompt you to select a language
- The screen will go back and forth a couple of times, then you’ll be prompted to choose a country
- The reader will then download and install the software and configuration for the country you select
- You may see the new black splash screen or the old white splash screen at this point; either way, hold the power button down and then select the Restart option
- After the reader finishes restarting and connecting to the network it should end up on the normal splash screen after a few minutes and be ready to use
6️⃣ Try processing a payment
Once you have tried all the above tips, try processing a payment starting from within Jane and selecting the Jane Payments Terminal as the payment method. Within the appointment or purchase click the blue Pay button, then follow the steps to process the payment in-person.
Still having trouble?
If you are still having issues with your Jane Payments Terminal, please take photos of your Diagnostics screen and email them to our Support Team at [email protected].
To get to the Diagnostics screen swipe left to right on your Terminal screen, select Settings, enter the admin PIN (0 7 1 3 9), and select Diagnostics.