Troubleshoot the GoDaddy Smart Terminal Pro

Try these troubleshooting steps to resolve issues with your GoDaddy Smart Terminal Pro.

Power issues

Your Smart Terminal Pro includes a display, stand, accessory hub, USB-C power cable and power adapter. To charge the Smart Terminal Pro, you’ll need to connect the hub, stand and display together, then plug the USB-C power cable into the hub and a power source.

If your device won’t power on or hold a charge, try the troubleshooting steps below.

Note: When the display and stand are connected, the power cord must be plugged into the accessory hub to charge the display – not the USB-C port on the side of the display. When the display is connected to the stand, it only receives power through the accessory hub.

Step 1: Check all power connections

Verify that all components are connected securely and that there isn’t any damage to the cords and USB connectors. If there is damage to the accessory hub or USB-C power cord, that’s likely the culprit. Try a different USB-C cord or contact support to replace the damaged hub.

Note: Because the power cord runs through the stand, we recommend leaving the display connected to the stand as much as possible to make sure it maintains a charge.

1. Follow the assembly steps to confirm that the accessory hub and smart terminal display are connected correctly to the stand.
   • The accessory hub should be connected tightly to the port on the bottom of the stand.
   • The chip card slot on the display should be facing up, with the power button on the right.
   • The connector port on the back of the display should be aligned with the connector port on the stand. When you align them, you should hear the connectors lock into place.
   
2. Plug the USB-C power cable into the hub and into the power adapter. Connect the power adapter to a power source.
   
3. Lightly tap the power button on the side of the device to see the current battery charge:
   • If you see a battery icon with a blue or yellow charge indicator, press and hold the power button for about three seconds to turn on the smart terminal. (It should power on even if the battery is only at 1% charge).
     
   • If the screen is blank or you see a battery icon with a red charge indicator, allow the smart terminal to charge for at least 15 minutes. The charge indicator should turn blue or yellow. Press and hold the power button for about three seconds to turn on the smart terminal.
     
4. If everything is connected correctly and there’s no power to the system, try plugging the power cord into a different wall outlet or power source.

Step 2: Reboot your device

Try performing a hard reset to reboot the Smart Terminal Pro.

1. With your device still connected to a power source, press and hold the power button for about 8 seconds. Ignore any message box or prompt that pops up on the screen.
2. Release the power button. The device will reboot on its own.
3. Wait about 8 seconds and see if the logo and home menu display on the screen.

Step 3: Remove the stand

Detach the display from the stand and try plugging the display directly into a power outlet.

1. To remove the display from the stand, locate the release button on the back of the tray. Slide down and hold the button, and gently pull the display away by the bottom edge.
   
2. Unplug the USB-C power cord from the accessory hub.
3. Securely connect the USB-C power cord into the USB-C port on the display and into the power adapter. Plug the power adapter into a power source.
4. Lightly tap the power button on the side of the display to see if a battery icon appears. The icon indicates that the display is receiving power.
5. If a battery icon appears, let the device charge for about 15 minutes. Press and hold the power button for about three seconds to turn it on.
   • If your display is charging or getting power with the stand removed, there is probably an issue with the stand or accessory hub. Contact support to replace the damaged component and see if that resolves the issue.

Step 4: Fully charge the battery

Try charging the Smart Terminal Pro for the full charge time (3.5 hours from 0% to 100%).

1. Allow the Smart Terminal Pro to fully charge (usually about 3.5 hours) while connected to a power source. While it’s charging, you can lightly tap the power button on the side of the device to see the current battery charge.
2. Once the device has fully charged, press the power button on the side of your device for at least three seconds to turn it on.
3. If the device is still not turning on, or if the battery isn't holding a charge, please contact support for replacement options.

Card read issues

If your smart terminal can't read your customers' payment card, try the following:

1. Make sure the card or device is placed correctly:
   
   • For chip cards, insert the card into the slot above the payment screen. Make sure the front of the card is facing towards the screen, with the chip inserted first. Don't remove the card during the transaction.
   • For credit cards without a chip, swipe the card along the slot on the base of the stand, with the magnetic strip facing down and towards the display. Use a smooth motion and uniform speed when swiping.
   • For contactless (NFC) payments, have the customer tap their card or device on the NFC icon on the upper-left corner of the payment screen and keep it close to the smart terminal during the transaction.
2. If your device can't read the customer's card, try entering the card info manually.
3. Credit card issues could be caused by any number of things that are out of your control, like an expired card or insufficient funds. If your device can’t read any (or most) cards, though, there may be an issue with the device. Please contact support for additional assistance.

Problems with Wi-Fi connectivity

Reset your wireless connection and run a diagnostics test to help resolve issues if your Smart Terminal Pro isn’t connecting to your wireless network, the connection keeps dropping, or transactions aren’t completing.

Note: Your WiFi connection must be secure to process payments. You'll need to connect to a password-protected WPA, WPA2, or WPA2 PSK network. (Some devices aren't compatible with WPA3.)

Step 1: Reset your wireless network connection

1. Tap Settings on the second page of the smart terminal home screen.
2. Tap Network Settings, then tap Wi-Fi (under Preferences).
3. Verify that the Wi-Fi toggle is set to On and that your wireless network appears in the list.

   Note: If the Wi-Fi toggle doesn’t turn on or if no (or minimal) wireless networks display, please contact support for additional assistance. 

4. Tap the name of your wireless network, then tap Forget to disconnect the network from your Smart Terminal.
5. Tap your wireless network, enter your password and tap Connect to reset your wireless connection.
6. 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.

Step 2: Run a diagnostic test

If resetting your network connection doesn’t resolve the issue, try running a diagnostic test.

1. On the Smart Terminal home screen, tap the Search Bar, then tap Help, and then Diagnostics.
2. Tap Wi-Fi Connection to run a diagnostic test.
   • If the test results in a green , you should be all set. We recommend running a test transaction to verify.
   • If the test still shows a red , contact support for assistance.