Overview
Use this guide if your Worldpay credit card terminal is not connecting, is freezing, or is not processing payments.
If you still cannot take payments after completing these steps, contact your administrator or Material Support.
Before you start
- Confirm the terminal has power and is securely connected to its dock or charging cable.
- If you are using Wi-Fi, confirm you are connected to the correct network.
Step 1: Check for updates in the Material POS app
- On your iPad, open Material POS.
- If you see an in-app prompt to update, follow the steps to install the update.
- Fully close and reopen the app:
- Swipe up from the bottom and pause.
- Swipe up on Material POS to close it.
- Reopen Material POS.
Step 2: Check for iOS updates on your iPad
- On the iPad, open Settings.
- Tap General.
- Tap Software Update.
- If an update is available, install it.
Step 3: Verify your network and internet connection
- On the iPad, open Settings.
- Tap Wi-Fi.
- Confirm Wi-Fi is On and you are connected to the correct network.
- Confirm you have internet access by loading a website in Safari.
- If the network is not working:
- Toggle Wi-Fi off, wait 10 seconds, then turn it back on.
- Move closer to the router or access point.
- If possible, try a different network.
Step 4: Reboot the Worldpay credit card terminal
- Turn the terminal off.
- Wait 10 seconds.
- Turn the terminal back on.
- Wait for the terminal to fully start up.
Step 5: Reboot your POS device (iPad)
- Turn the iPad off.
- Wait 10 seconds.
- Turn the iPad back on.
- Open Material POS and try the transaction again.
If the issue continues
- Confirm the terminal is paired or connected in the Material POS app.
- Try a known-good network if available.
- Note any error messages shown on the terminal or in the app, then contact Material Support.