If you are encountering problems with your Paymentsense Move 5000 card terminal, there could be a connectivity issue.

First, you should check if the terminal has a stable internet connection. Look for the internet status lights on the home screen:

If the network symbol is:

• Green: The terminal has obtained an IP address. 
• White: There is no network activity. Please check that the network cable has been correctly inserted into the black box/base and the router/switch. If you are using an iWL terminal, please ensure that the power cable has been correctly inserted into the base and that the terminal is paired to its base. The base pairing can be updated by following the instructions here.
• Red: The terminal is not able to obtain an IP address from the network. This could be caused by no DHCP response or if a network conflict has been detected.

If you have established that your terminal has a stable internet connection (Green), but it still cannot process a transaction, you can make a TMS Call. This checks if the terminal is successfully connected to the Paymentsense servers.

To perform a TMS Call on a Move 5000 Terminal:

1) Press the Menu (circle with dot) button twice.

2) This enters the Supervisor mode.

3) Enter the Supervisor password - this will either be 123456 or 01483, unless you have set your own password.

4) Press the Enter (green) key.

5) Press the Menu button once.

6) Select option 'Call TMS'.

The terminal will now print a receipt which will state if the call has been successful. The text ‘CONNECTED (OK)’ indicates a successful call.

If the TMS Call has not been successful, you should contact the Paymentsense Support Team first. You can explain that your terminal is not performing a successful TMS Call. They are likely to ask for your Terminal ID (abbreviated to TID on the call receipt shown above), and may also request your Merchant ID. This is usually shown on sales receipts generated from your terminal.

If your terminal can perform a TMS Call successfully, you can try a test transaction from Cloud POS, using the tender type ‘Credit Card’. Make sure you are logged into the correct register. If the transaction total does not appear on your terminal screen, please contact the Citrus-Lime Support Team.